Massage Envy — Attraction in Grandview Heights

IF YOU VALUE YOUR SPECIAL OCCASION, GO ELSEWHERE.

My girlfriend and I scheduled a couples massage at this location 6 weeks in advance of our 1 year anniversary. We purchased a hotel nearby and had a whole evening set up and centered around our experience at Massage Envy.

Upon arriving 20 minutes early as requested (to complete the necessary paperwork), we were told that the couples massage room was already booked and that our only option was to receive two separate individual massages. Men, you all know that when you woman has had her heart set on something for over 6 weeks and it all comes crashing down, it's the freaking apocalypse. Throughout the next 10 minutes of conversation, we came to find that they have had an excessive amount of employee turnover (I can certainly see why after interacting with the owner which will come later in the story) and someone screwed up and double booked the room. Luckily for the other couple arrived 10 seconds before we did and were granted the room. They were rude and unforgiving about the situation, they chose to comp nothing and stated that we could reschedule if we wanted to. Well, sadly, that's not really an option as our Anniversary was TODAY and we planned this specifically for this occasion. The female worker with glasses and tattoos on her forearms was as cold as ice and didn't seem to care in the least bit that this event meant a lot to our special occasion. It was as if the customer "was always wrong." I requested to speak with the manager and she was little to no help with the situation.

We agreed to the separate massages (as it was a focal point in our Anniversary plans) but we were obviously agitated and couldn't enjoy them whatsoever, as you could imagine.

Upon finishing the massages, I spoke with the two desk clerks at the front and stated that I'd like them to hold my bill and I'd be back in the office first thing Monday morning to discuss how this could be paid with the office manager; which they both agreed was acceptable.

Two hours later I received a phone call from a man (who I later found out was the owner) who immediately began to berate me stating that we arrived late so they gave our spot to someone else and that if we didn't pay by noon the next day he'd take legal action. Needless to say, I hung-up on him. WOW. We arrived late so you gave up our spot? Sorry guy, but don't try to save face on this. All of your employees had already admitted that there was a screw-up in the scheduling and you double booked the rooms, an error on YOUR end. Sorry, WRONG, but nice try. I'd expect a conversation like this from an entry level employee, but the owner? WOW. Way to check your facts and genuinely look into the situation and care about your customers.

I called the following day and settled the bill (which they, YES, still charged me IN FULL for) with a woman named Kristen. Kristen seemed like the most competent of the bunch that I had interacted with and she looked in to our situation...She admitted to me that I had booked the couples room 46 days in advance and the other group that was scheduled booked it 23 days in advance....HOW?! WHAT?! WHY?! Who knows how this could happen or why they were granted the room instead of us but...It's not surprising I guess after seeing how this all transpired... She told me she'd look into it further and get back to me with what she could do to make it right. SHOCKING. I never heard back from Kristen after that day either.....

Needless to say, if you value your relationships, significant others, special occasions, etc. GO ELSEWHERE. THIS IS NOT THE PLACE TO RECEIVE THE KIND OF RELAXING TREATMENT YOU'D PREFER ON YOUR SPECIAL DAY...or any day for that matter...Spend a few extra dollars and go the the Wood House Day Spa or somewhere else that truly cares about your experience and won't disregard when they screw up your...

Horrible customer service. They cancelled massages that I had scheduled for my husband’s birthday a few hours before they were scheduled and refused to do anything to compensate for the significant inconvenience, not to mention the person on the phone was extremely rude when I called. They just kept saying “well, we’re not going to charge you for the massages today and you can reschedule for another date a month from now.” They had to cancel the massages because our therapist had a death in the family - totally understandable. I’m 100% okay with it being cancelled because of that and would not expect them to come to work with that kind of family emergency. The gal on the phone tried making it sound like I was blaming the therapist - I am/was not. This is no way the therapist’s fault and they’re not to blame. Businesses should take care of their employees AND their customers. They could have offered something small for the inconvenience they caused, and that would have gone a long way in showing that they care about their customer’s time and will take care of them when they cause a hiccup (ex: complementary aromatherapy, free facial, slightly extended massage time, etc.) This company/location will do the absolutely minimum they need to do to run their business and won’t keep the interest of their customers in mind no matter what the issue. A friend of mine also had a very poor experience with this location, I should have listened to them to begin with, but I wanted to give this location a chance. Sorry that I did. I’ll take my business elsewhere and recommend others to...

My husband and I will never step foot in any Massage Envy again, let alone give them another penny. Twice they have not scheduled our couples massage appointment correctly so we wasted time driving there to find out it was a different day on the books...EVEN WHEN I VERBALLY CONFIRMED THIS BEFORE PUTTING IT IN MY PHONE!! Oh and please watch out for services/fees that have not been performed. They are ONLY supposed to charge the monthly membership fee monthly (up-front) yet when my husband transferred a Massage to me (a non-member) there’s a $10.75 charge that is supposed to be charged AFTER the service is completed. NOPE...they charge those up front without asking or acknowledging the fact. And when I wanted to speak to manager Kathleen Turner, who was the one who messed up our appointment for the second go-round, she left a super defensive voicemail for my husband saying she didn’t do anything wrong. I’m sorry...I’ve worked for this company years back and I have managed people and you just don’t act like that. Her tone was rude and nasty and I hope she’s reading this right now to gain a better perspective on how to act...