The NOW Massage Fort Lauderdale — Attraction in Fort Lauderdale

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After that first visit, I called to cancel my membership and spoke with a very nice young man who, from my understanding, offered a complimentary massage to make up for my experience and extended my pause. I was genuinely impressed with that level of customer service. I didn’t expect anything from my review, it was simply an honest account but this gesture stood out to me. I decided to give the location another try and booked with someone else (I believe his name was Oleg, highly recommend). The massage was great, but ultimately, I live in Wellington, and the drive is just too far.

When I called today to cancel, I was told I’d still be charged for one final month, which I knew was in the terms and conditions, so I wasn’t disputing it. However, I asked to speak with a manager to explain that I had understood the charge would be waived. The manager cut me off several times, mentioned she had been present when I checked out, which I’m not sure what that had to do with anything and said “they leave precise notes.” I explained that I wasn’t trying to argue, but I felt the tone came off as defensive and dismissive. She said the phone was cutting out and suggested that might be why I felt that way. Ultimately, it wasn’t about the final charge, I’ll actually be in Chicago soon and can use the massage there. It was more about feeling unheard and spoken to condescendingly, which was disappointing after the earlier positive interaction.

That said, I do want to acknowledge and appreciate that they comped the last massage to make up for the first experience. I just wish my final interaction had matched that same level of care.

I get massages pretty often, and this was my first time at this location—I previously visited the one in Houston a few months ago and had an amazing experience. Unfortunately, this visit didn’t quite live up to that. The massage felt more like a back rub than an actual massage, which was a bit disappointing. That said, the masseuse was incredibly kind and clearly tried her best, so I won’t name her. I’d be willing to give this location another try before making a final judgment.

One thing that bothered me even before the massage was the parking situation. I was only told after the fact that parking validation depended on where I parked. I wasn’t far from the shop at all, so I found that a bit unfair. It would have been helpful if they had mentioned this when I booked over the phone or in the confirmation text, especially since their parking situation is a bit complicated. The cost wasn’t the issue—it was more about the principle and the initial impression it left, which wasn’t great when I had come in ready to relax.

That said, the front desk staff was very nice, and I appreciated their friendliness. Hoping for a better...

The location itself is inviting, and the ambiance is pleasant. However, the massage quality can be inconsistent and highly dependent on the therapist you receive. Once you find a skilled therapist who meets your needs, it’s essential to stick with them.

Unfortunately, the customer service leaves much to be desired, especially regarding flexibility and willingness to accommodate clients. For example, during a recent emergency, I needed to reschedule my massage by just an hour—an available option—but was told this could not be done without a cancellation fee. Faced with this lack of understanding, I decided to cancel my membership, and the response felt indifferent, as if my business didn't matter.

More recently, my wife, who continued her membership, made an online appointment 15 minutes before arriving at the location. Realizing upon arrival that she had selected the wrong therapist, she kindly asked if they could adjust her appointment to one hour later, a slot that was available. The initial response was to apply a cancellation fee, although they eventually accommodated her request after she explained the honest mistake for an appointment that had been made 15 minutes prior. However, she was informed that this incident would be noted on her file.

In the end, this lack of empathy and rigid policies has cost you yet another loyal member—someone who had even referred several others to your establishment.

Edit:

I received a call from NOW, not to apologize or address my concerns, but to reiterate their cancellation policy and justify its existence. I explained that it’s unreasonable to charge a cancellation fee for a reservation made only 15 minutes prior, especially when the request was simply to reschedule it by one hour. Instead of understanding my frustration, the representative lectured me on how businesses operate, as if I were Neophyte unfamiliar with basic business practices.

After an unproductive exchange, she eventually pointed out that I should “give credit” for their so-called “exception” in handling my wife’s honest mistake calling it her incompetence. It’s disappointing to see such a dismissive approach to customer feedback, particularly from a business that should value customer loyalty and empathy over rigid policies.

You have been warned and others have...

I've been a loyal member of The Now for over a year and have consistently had positive experiences—until today, and I will be canceling my membership. I’m currently six months pregnant and have been receiving the “Prenatal Glow” massages, which cost an additional $20. Aside from an extra pillow for support, the experience is not significantly different from a standard massage, which made me curious about how that additional fee is applied. After my massage today, I asked the front desk if the additional charge goes to the therapist. As one staff member was answering, the manager who was working on her computer on the other side of the lobby, jumped up to abruptly and aggressively interrupt. Without hearing the full context of my question, she launched into a lecture about how prenatal massage requires special training and that if done incorrectly, it will cause a miscarriage. As a pregnant woman, hearing someone throw a word like miscarriage so forcefully and willfully was deeply upsetting and triggering. It wasn’t even what I had asked. Her tone and manner made the situation incredibly uncomfortable—not just for me and the front desk staff but for the other customers as well. I had to say, “I’m not trying to argue with you,” just to try to de-escalate, because I wasn’t even allowed to finish a sentence. After having a difficult first half of pregnancy, I was happy to have a place to relax and unwind. Now, I have a nagging thought that if this therapist touches me at the wrong point I could have a miscarriage. No one should have that anxiety put on them. All because I wanted to ensure that the specially trained therapists were being fairly compensated for their work.

Giving two stars because the rest of the staff has only been wonderful. I believe the manager who scolded me today was...