Massage Envy — Attraction in Maui

I've been a member for 1 year now. It's been difficult gettin appts at the times I can go which has been a lot. I've had many massages from other spas and have never had such issues booking appts.Also very frustrating they never answer the phone! I have to leave a vmail&wait for them to call back. I've called 10+times in the past yr to book appts w/little success. Two of those times no one called back.The last time was 4-5 wks ago.I left a vm with my contact # at about 10am saying I wanted to book appts for my family &I.Still no returned call! I feel under valued as a member! I've only had2massages myself since I've been a member &gave 1 to my husband. Which they told me when I joined I can give away up to 2massages away/person.They never mentioned it would b a $10 transfer fee everytime. On the plus side our massages that day were good.My 1st massage as a member was from a young guy who was a newer therapist.He definitely listened &focused on my problem areas on my back+gave helpful tips to take home. He was good! I did however notice my appt wasn't an hour that day so on my next appt I booked I mentioned it to receptionist. She said the massages are 50 mins hands on &5mins before & 5mins after for consultations which makes it an hour. Another thing they probably should mention to u as your joining &I should of read the fine print! But it was a bit chaotic signing up. My next appt was @6pm with a slightly older woman which was a mediocre massage. She stopped my massage at 6:51, 4mins early. I know it's only 4 mins but I paid for that time and a I was very sore so every minute counts. I got dressed quick, then walked out of the room where she was in the hall with a cup of water to give me. She asked me how I felt and I said" fine" then tipped her even though I was so annoyed. I wish I had said something to her then! But I needed to cool off. I just confirmed with girl at the front desk as I was leaving that it was supposed to b 50min massage +5mins before and after of consultations? She confirmed as I was walking out at 6:54pm. I think with the combo of my appt getting cut short, not getting all my calls returned and not being able to book many appts due to lack of availability left me leaving ME feeling negative. The purpose of a massage is to make u feel more relaxed after but unfortunately I left feeling anything but. Ok today I called looking to book appts for my daughter & I within the next couple days. For the 1st time someone called me back within mins! There was no availability for us until next wk so this wonderful receptionist Rae put us on a waiting list. In which she called me back within an hour-2 with two open appts for us! Thanks so much to Rae! She has been the most helpful to me since I joined! I think ME should consider hiring more therapists seeing they are booked solid most of the time and have actual ppl answering their phones! BTW when the year is up for your membership you have to cancel so they won't continue to charge month to month. I signed up for a 1 year contract and if I didn't mention this to Rae to make sure I wasn't going to get charged anymore after last month they would of continued to charge me monthly. Luckily she said she would take care of it. I need to go back&read the contract to see if there was a hidden clause saying u have to cancel even though the contract agreement is for 1 yr. I'm sad I wasted my $ on a membership that I can hardly use most of the time. I gave 2xtra stars for me& my husbands 1st therapists & bc of the receptionist Rae for her proficiency and working so hard to get us an appt! Otherwise I unfortunately would of only gave 1 star due to my not so good experience as a member...

I usually don’t go to chains like this but got a gift card from my boss and was really looking forward to an hour massage. I booked my appointment a week out and spoke with the staff who recommended Karen. I arrived over 15 minutes early for my massage as they asked since it was the first visit they wanted to go over paperwork with me. Staff member came and sat down with me and entered all my personal info in about 5 minutes then told me I had 10 more minutes to wait and Karen would call me in. I was the only one in the waiting room. 3 more people came in and 1 by 1 I watched each of them be taken back. After waiting 18 minutes I asked a staff member walking by if I would still get the full hour since we were not starting on time. She told me she would check. After a few minutes another staff member asked me my name again. A couple minutes later the young woman who originally took my information came and told me yes I would get my full hour and she would get Karen for me. 5 more minutes go by and I hear the staff member on the phone leaving a message for Karen. Over 20 minutes after my massage and 35 minutes after I arrived the woman who checked me in came and told me Karen had not come in to work at all that day and there was no one to give me a massage. She said I could have a facial if I wanted. At this point I was very upset, told her that I was no longer in the best frame of mind for a massage, just wanted to leave and asked if she would refund my gift card back. She said no she couldn’t do that. She was insistent that I use the card another time. I asked how could she not know that the therapist was not there and she blankly looked at me and said uh huh. I asked for the manager and she finally gave me 2 ladies’ names but said they were not there. She said they would call me that night. No one ever called. If I hadn’t showed up they would have charged my credit card. I don’t understand why they won’t refund my money when they didn’t show up! I spent an hour going to a massage on my day off that never happened. What a scam. This was my first experience with Massage Envy and...

I went in for a massage and stated from the start that my calf was very tight as I am recovering from knee replacement surgery. And that my back was really hurting. This was prior to my appt. At my appt. They asked again and the lovely lady who checked my in, said did I have any issues with the massage therapist massaging other areas. I said no, I can't wait for my massage. He did a lot of my massage on my quad and knee cap (that left me hurting) the quad was feeling better. My calf felt better too. Sadly I did not get any massage except for my knee. And quad. I wanted a full body massage- and when they said what areas of concern or attention I needed I did say both my calf and back. Next thing I know my 50 mins is up and did not get any massage. Had I seen what time it was. I would have asked. When he had me flip over, I thought my back massage was about to start. But that's when he started massaging my calf. Don't get me wrong- my calf felt better. But I went in for a massage. Sadly by time I got to my car- my knee was in pain. I walked in with only discomfort. He did try to rub my back for 60 seconds. But I needed that massage on my back. So tight. I still tipped the guy 20 bucks. As I am not sure if it was the girl in front fault. Or his. As I did tell both my back and my calf. Not to mention I told her if he would have any issue massaging my feet, as I have psoriasis on one foot. I seen her note this. Guess I am just frustrated. I was counting on this massage. To make me feel relaxed. And not in pain. ...