Contact Massage Envy Corporate

We purchased a gift card for our daughter and have bank statement to prove it. She recieved her massage and was told afterwards the card was no good. She made to pay again and threatened with the police if she didn't. Worst business I have ever heard of.

I am a member of message envy and I bought an item the day of my massage and facial in Whittier, CA. I was informed about the facial products and ingredients in them so I bought a cleanser. Upon getting home, I discovered it didn't have the ingredients I was hoping, so I returned the next day for a refund.

I was told only a manager can do a refund and she was not in the office but would be in 2 days, so I decided to leave item and receipt there, instead of me returning another day.

I called in 2 days about my refund to remind them, left message. No call and I called the next day, left another message. I called again another day, said refund was done about 5 days to show for refund.

A week goes by I still don't show refund, informed still on manager desk and I was surprised, since I was told it was done a week ago. I left message for Manager and was told she leaves at 5. I waited for a call, no call so I called before 5 but she had left already. I called the next day to speak to Manager but manager did not speak to me. I was told it's on her to do list. I asked to please contact me when refund will be processed. The item has been there about 2 weeks now and still waiting for a refund. The worst customer service ever and Manager at the Whittier, CA location.

I won't be renewing my membership nor visiting that location.

Elizabeth Medina

Run don’t walk away from this company I have horrible experiences with 2 locations in my area. Lexington sc and columbiana they book appointments then cancelled them when you walk in the door and says we tried to call but no missed calls. And the other locations I should of went to the police but it would be my word against there’s. Please don’t go through what i did

MONEY WAS TAKEN OFF MY DEBIT CARD WITHOUT PERMISSION CALLED THE LOCATION PEACHTREE CITY AND TALKED TO ABBEY AND ERICA . ERICA BEING THE SUPERVISOR DID NOT WANT TO GO ON CONFERENCE CALL WITH MY BANK TO LET THEM EXPLAIN ABOUT MY DEBIT CARD $120.00 BEING TAKEN OUT WITH OUT PERMISSION (NEW CC NUMBER NOT ON FILE WITH MASSAGE ENVY . TRIED TO CALL MASSAGE ENVY BACK TO TALK TO SUPERVISOR ERICA SEVERAL TIMES ON 04/30/19 FOR 1038 AM TILL 1100 AM SHE WOULD NOT ANSWER MY CALL (IGNORING ME ) I WORK FOR THE SHERIFF DEPT I HAVE REFERRED SEVERAL PEOPLE TO THIS ESTABLISHMENT BUT I WILL LET THEM NO THAT MY MONEY WAS TAKEN . POOR CUSTOMER SERVICE WAS GIVEN AND WHEN I ASKED ERICA FOR CORPORATE NUMBER SHE GAVE ME THIS NUMBER 678-256 3282 AND ITS THE NUMBER TO A CELL PHONE. I AM SORRY I INVESTED MONEY IN YOUR CORPORATION . ERICA IS NOT A GOOD CUSTOMER SERVICE PERSON IN THE PEACHTREE LOCATION AT 678-216-1000. I CAN BE REACHED AT 770-990-329. THANKS TAMEKA SEWELL.

I asked if my therapist has experience BEFORE accepting the appointment. The Manager scheduling my appt. said YES, she's new to Massage Envy but she has lots of experience before coming here. OK, satisfied, I accepted the appt. I just finished my appointment and the girl was sweet but NOT GOOD. I asked her where she worked before Massage Envy because I knew she was new to M.E. She said Starbucks and waitressing. I said how long have you been at M.E. She said about a month. I said oh, because the person who scheduled me with you said you have "lots of experience" and I never schedule a massage with someone without experience. She said she was sorry. So I ask the lady who scheduled it, the "acting manager" and she said "She was not supposed to tell you that". Like, WHAT????? She wasn't supposed to be honest??? I said I'm not paying for that, I ended the massage and left the room, and I shouldn't have to pay. I called them when I got home and the manager said they get lots of experience before being allowed to massage in M.E., and no one has complained about her yet. She explained what training they go through. I explained that I understand they have to be trained and they may have lots of experience as they are trained but that doesn't mean "real experience." So, BUYER BEWARE. EXPERIENCE TO THE CUSTOMER MEANS ONE THING, EXPERIENCE TO THE MANAGEMENT OF MASSAGE ENVY MEANS THEY PASSED THEIR TRAINING PERIOD WITH MASSAGE ENVY AND N.O.T.H.I.N.G M.O.R.E.

These people won't return my call! I am very disappointed with the service.

I find myself writing yet again because Massage Envy has broken an appointment that was set up by Kelcie Olson as a makeup for an appointment last week after the Tikhatnu clinic closed and did not notify me of a cancelled appointment and I showed up.

This is the second cancelled appointment now on Massage Envy’s behalf, not mine. I have waited another 9 days for an appointment and thought ok I am set because Kelcie made sure I was good to go and I trusted that service promise. Kelcie was very pleasant to work with and even called me from her personal cell phone, but I wasn’t set, the south side clinic did to me what the Tikhatnu clinic has done. Cancelled my appointment last minute.

I am sure you can imagine my frustration at making myself available for these appointments and arranging my schedule so I would be able to keep my end of the bargain only to be let down yet again. I was excited and really looking forward to my appointment today. This is highly frustrating not being able to use my gift cards at EITHER Massage Envy. My husband had purchased these for me at Christmas so I could have a time to zen out and relax and it has sure been more trouble trying to get an appointment and have Massage Envy commit to their service promise then it has been worth. This company is holding my funds hostage and not allowing me to use them because they are not able to follow through on a commitment to their clients. I am at a complete loss for words how any business could treat their clients this way and expect any repeat business. I don’t know about you, but my time is very precious to me and I am very emotional about the fact that it is wasted. I can forgive one error but this happening multiple times? Come on guys, this is not the right way to run a business or how you treat people paying for a service.

Good Afternoon:
I am writing in regards to the fact Massage Envy Tikhatnu stood me up for my appointment yesterday 3/18/19 that was supposed to be at 6:30pm. I received a call on Saturday morning 3/19/2019 to confirm my appointment to which I replied yes, I’ll be there. (You can see the call log I attached proving Massage Envy reached the correct telephone number for myself ). I drove from the airport where I work to Tikhatnu for my appointment only to find the doors locked and lights off, no signage on the doors and no response from knocking or calling the listed telephone number for this location. I am sure you could imagine my disappointment in keeping my end of the bargain, but Massage Envy did not.

What I am most upset about is that I did not receive a call or cancellation email from Massage Envy notifying me of any sort of issues or changes with my set appointment. I still had the confirmation which I also attached. It took me over 2 weeks to get in for an appointment with Tikhatnu Massage Envy. I left a message for a manager last night, 3/18/2019 with no response back. I called the location this AM only to be hung up on by a very disrespectful front desk gal after explaining the situation and why I was upset. She refused to let me speak with a manager. She claimed my telephone number was incorrect and they supposedly called me. How was it incorrect if I received a confirmation call on Saturday? That makes zero sense, I didn’t change my telephone number over the last 2-3 days. Then she goes on to state the therapist called out sick. I contacted the other Massage Envy on the South Side after nobody answered my call last night. They explained there was some sort of system error and all appointments were excused, but I should have received a call from customer service informing me of this. So what is the correct story? I don’t have a problem with a technical issue, just tell me the truth and work with me to get rescheduled at a convenient time. I would certainly hope my credit card or account was not charged for an error on Massage Envy’s part last night.

The other side of this and the reason I am so upset over the situation is that I have been trying for quite awhile to get in to see someone so I can use the gift cards from my husband on my account. Apparently this is the only location I can use them at which is also disappointing as you hold my funds but I can’t use them because appointments by this location are not honored. I tried to book online again this AM and the appointment is 34 days out (Monday 4/22/2019 at the 6:30pm time). There was no weekend appointments available either for a 90 minute massage. That’s a really long time considering the inconvenience I have been put through by this location and I really don’t have the faith that waiting this long Massage Envy will hold to the appointment again. I was really looking forward to my massage last night. I’d really like to get in as soon as possible after normal working hours for myself which means 5:30pm or later weekdays or anytime on the weekends. There is absolutely no regard for my personal time or patronage to Massage Envy. This is the second issue I have had with this particular location and that is not fair to me as someone who pays for a service and the business’s mission statement is guaranteed satisfaction. I’m extremely upset that this business does not honor their service promise and I am let down yet again. At this point my preference would be for the gift card funds be returned to me so I may utilize those elsewhere.

I have emailed Guest Relations 7 times with only one response over the last couple months. I completely hate this company for not addressing my complaints.

I had terrible experiences with the Blossom Hill and Burlingame branches, and if it helps I can go into details. It's reasonable for you to ask me to take several steps before this conclusion, which I believe I have done. Reasonable steps being the following
-give people 2nd and 3rd chances
-speak with management about my issues
-speak to ANOTHER manager about the issues (since the first didn't listen and was obscenely rude)
-try another branch
-give that branch 2nd and 3rd chances
-speak with management about my issues

I feel the managers are punishing me for their mistakes by ignoring me and allowing my monthly charges to continue.

Furthernore I would like to say that I have missed work due to back pain and I am so furious that I am not getting help from Massage Envy, I am being charged for nothing, and the callous behavior of some staff overrides the mediocre and good massages I have received.

I don't want to be charged any more.

I called to cancel appointment due bad weather. Monroe County and several surrounding counties in upstate N.Y have been in a Weather Advisory. I am without power, and when I cancelled my appointment O was told I would have to pay a 25.00 dollar charge. This is not the first time I have had problems with this location. The staff are rude and very pushy. I know that part of there job is upselling of services, but not to the point of making customer's uncomfortable and not leaving the spa feeling tense instead of felling relaxed. I have purchased and recived many gift cards that I wished l could return. I am thinking you should record telephone conversations for customer service. I hope that this issue can resolved

I received two(2) 1 hour gift cards with gratuity from Massage Envy. When I went to schedule my appointment they said I had to give them a credit card so if I did not show they could charge me. I said I would rather drop off my gift certificate because I did not want my credit card on file. They said I could not do that. So after arguing for several minutes I gave them my credit card. I made the appointment for 11:00 AM a week later.

As I was walking out my door to arrive early because they said I had to fill out paper work my phone rang, this was at 10:00 AM and I live approximately 20/25 minutes away. The therapist said I had missed the appointment and they were charging my card. I argued saying my appointment was at 11:00 AM and they disagreed. I asked for the manger. She was not in, but about two hours later she called.

She told me that I was going to be charged. I told her again my appointment was for 11 not 10. She said it did not matter what I said they were going to charge me. But guess what, now she says she can deduct the charge from my gift certificate it I wanted to. NOW, all of a sudden my gift certificate can be used to deduct their charges when I was told that even if I took my gift certificate in they would not accept it to hold the appointment. If they can use my gift certificate now, WHY did I have to provide them with CREDIT CARD information. I do not like providing my credit card information and I stated so, but they say I could not even schedule a massage with out it, However now they can deduct it from my gift card.

WHY, WHY did I have to provide my credit card information. Plus why should I be the one being punished when they said 11 and they put it down for the therapist for 10:00. I don't agree that I should be charged, but I am going to be, but why did they need to have my credit card information for the record if all along they could of used my gift card. I even told them I would bring the card to them , but they said that would not work that they HAD to have my credit card. That is why we have so many thefts of credit information and fraudulent charges on your accounts. I know this as a fact because it has happened to me.

They said they called the day before, the only call recorded on my phone was from Pennsylvania. I do not answer calls from people I don't know especially people out of state. I live in Texas.

I also know that my therapist missed the income from the appointment and I feel sorry for that, and it boils down to my word or the person who scheduled the appointment I know something is going to be charged for the appointment but what. My credit card or my gift card. I guess I will find out when I get my credit card statement. Who knows maybe both

Thank you for listening. You may not think this a proper complaint, but I have seen several items of this type (scheduling hours) of complaints on the internet. So I am not the only one having this problem. I really have two complaints the disagreement of the time of appointmen and the need for my credit card information.

This was the Massage Envy in Conroe, Texas.

Dead Customer service,
I have been a long time member. I find massage envy to be a wonderful service and have referred over twelve people to memberships as well as treated some friends to a massage. I have been generally satisfied until recently.

The customer service is so great at the Sherman Oaks location including the manager Jared. Recently, I started with the chemical peels as Bobby your front office employee suggested. I liked the service so much that I planned on having the service monthly on a continuous basis. I also started my 90 minute deep tissue massages once again because I was so happy with Bobby and others.

On one of my massages the therapist complained that his wrists hurt and ended up not being a deep tissue as requested. I spoke with Jared and he apologized without offering anything. This was fine.

My last chemical peel the in the first week of September the ethitician made a mistake by using the medium solution as said before the service. I did not say anything since she had my record and I trusted her. A few days afterward I did not have any peeling whatsoever. I called Sivaria and explained the situation in which she admitted using the acne solution. I usually have the strongest solution. She said she would speak with Jared and have him call me. I asked for a complimentary do over then she back tracked and said she did use the strongest solution etc. I felt lied to and not heard. I also always leave her $40 tip. A few days later I had a 90 minute massage and saw Sivaria in which again she stated that Jared was supposed to call me.

I waited several days and then called leaving a message. I called many times after this leaving messages for Jared with NO response at all. It was over two and a half months later that I decided to have the owner call me regarding the situation. The next day Jared called me. I explained the situation. He said that he would have to speak to Sivaria not giving the benefit of the doubt and even though he had already spoken to Sivaria. He said he would call me back and if I did not hear from him I should call him. Disappointed again I have not heard from him, it has been two weeks. I should not have to chase him down.

I feel I am not asking for much. I no longer feel comfortable patronizing this location even though it is walking distance.

I also have a medical condition and cannot consistently utilize the credits for massages. I would like to end my membership but cannot use all of my 20 credits in a month. I feel trapped. I have over 20 thousand followers on various Social media sites and feel like describing my experiences.

I need someone who understands the importance of professionalism and the value of customer service. I have been ignored and made to feel like I am a customer that does not matter.

I am ready to seek a third party for help. I have two options, either i go to eye witness news' problem solver or get my husband to contact his several attorney acquaintances/colleagues to help me if there is no resolution.

I am hopeful we can have an easy resolution. I have not asked for much. Thank you for your time.

Sincerely,
Diana Kishiyama

Have been to massage envy 410 baltown road, Schenectady ny 12304 and been bullied by store manager to buy into a membership and when I refuse and say no over and over again she bullies me rolls eyes make negative comments. I have had this happen 2 separate occasions and I need to know how I can get this bully to stop. I refuse to spend good money to have this lady bully me.
I need to go for a massage and I am not ever going to take her comments again, If I go I will record and video her actions and comments and go to a higher source.

My experience with Massage Envy has been absolutely terrible.

One of the employees at the front desk has misled my boyfriend and I with the membership.

In person, We made it clear that we were nervous about getting a membership for a year if we were NOT going to get more than a 60-minute massage for the price of $60 each/per month.

The employee assured us that they had monthly add ons and that it would be worth the price. She whipped out this large colorful list of monthly add ons and pointed to them saying we could add one onto a massage each month.

We double checked that we could use this with a *regular massage* because we were NOT interested in facials or anything else.

We then signed the contract in March.

We went back in April and used the first coupon with our massage (free extra 30 min). We were satisfied.

Come May, we tried to use the coupon for that month and the employee told us that we had to purchase an additional facial to use the coupon.

So then we were stuck with having to pay for an additional session (ON TOP of the monthly fee), for a *facial* that we did NOT even want, in order to use the coupon. We only wanted the *regular massages*.

So that month we could only have the one massage that comes with the monthly fee.

She said there was nothing she could do about it. We asked her about the other coupons, and it turned out that only A COUPLE of the add-on coupons could be used with a *regular massage*. The rest were for facials or stretching sessions etc.

So we left.

I came back a couple of days later and talked to a manager to settle the misunderstanding so that I could cancel our memberships. The manager told me that she DID NOT BELIEVE that my boyfriend and I were misled by her employee and that she will NOT let us out of the membership unless we had proof of moving to a different area or proof of a medical reason to not be able to get a massage. (Stated in the contract)

I talked to Corporate on the phone three separate times. Each time they gave the Massage Envy in Canton THREE separate notifications to assess the problem with me.

Finally, after the third call to Corporate and the third notification sent to them, the same manager that I talked to in person called me saying that she remembers me from when I came in and that her decision WILL NOT change. I told her that I cannot afford to pay this price of $60/per month for one single massage!

She then offered some other add ons for a massage. I did not accept because I did not trust their word anymore! She said that I was being dishonest and nothing else was done.

I called Corporate back and they never responded.

MY BOYFRIEND AND I HAVE NOT USED OUR MEMBERSHIPS SINCE THAT FIRST TIME IN APRIL. SO NOW WE ARE STUCK BEING ROBBED EVERY MONTH.

So, as requested again and again, please CANCEL our memberships IMMEDIATELY.

I have been trying to cancel my membership now for the last year and cannot get anyone to follow through with the request. I originaly signed up as Bridgette Hornbeck years ago and when I moved I tried to cancel. I emailed, I faxed over the information they wanted and left follow up voicemails to the Las Colinas location. I continue to be charged on my credit card. I am filing a formal complaint with the BBB and will looking to pursue this with an attorney as well if I am not credited back and this is resolved. At this point all correspondences should be sent via email for documentation purposes.

Bridgette Walshe

I received a gift certificate from my daughters that go to Massage Envy often in Massachusetts. I was welcomed very nicely, the massage was great, I was in a daze when I came out. Then, I was bombarded with get a membership pitch like sales over and over. It was a real shock to my system after the calm. I only get two or three massages per year, I will gladly just pay full price. They let me know that there was not enough left on my gift card to even get another massage... so, I said, " I will pay the difference". It was relentless and I am hesitant to even bother with the rest. However, I will give it another try and maybe do a facial etc. Just don't attack after a relaxing procedure. It is a lovely setting.

Massage Envy is the place to go for a massage, especially if it is your first time getting one. The place is relaxing and soothing, the therapists are professional, and the whole experience just enjoyable. The prices are reasonable and they always have deals and specials going on to help with the costs. Will be going again soon!