The NOW Massage Naperville — Attraction in Naperville

I hurts that I have to write this, but even amid disappointment, I’ll stay objective: I’ve been a member for almost or over a year now and in fairness, whenever I had Kerry, I had a good massage. Majority of their therapist are mid or below average. I’ll neither whine nor exaggerate simply because something went wrong. Over a month ago following changes in my life, I called requesting to cancel my now $115+ membership (according to, the quality of service again, except for when for when I had Kerry was incongruent with the hefty monthly charge. That’s simply my opinion). It’s at this point that everything seemed to go sideways.

First, they use the delayed response where nobody responds to for a couple of days. Then comes the, oh, you have to fill out this paperwork to cancel (I mean, we are all busy and if they really wanted to conduct good-spirited business, they shld just cancel). I found it disappointing since I’d been loyally with them for over a year. It was a slap in the face. Then came the rude and condescending person on the phone. Who told me they as a company hadn’t read their emails in over 24hrs thus why I got charged another monthly fee.

Then they told me that since I charged, it was impossible to get a refund. My argument is; why does it have to feel like an ugly breakup just to pause or cancel a subscription? wouldn’t be easier to just part ways amicably so that I’m compelled to return when circumventing allow? Why cause all sorts of fraction and play ridiculously annoying games that push people further away from not closer to your service? Everything has a ripple effect. We all have relatives and friends, why push me sooo hard, I have to tell friends not to come to your business which I truly believe has some really good therapists and btw, the front desk staff are amazing and I think they hold that place together.

Sometimes it’s not the money, it’s the games that frustrate people. Also, I just noticed that instead addressing complaints that people voice in form of bad or non-glam reviews, you just combatively dismiss or try to state facts!!! This is wrong, you are a business. Try going out of your way to serve even amid a breakup, you might not only save business, but get referrals which as you know (if you care) will lower your customer acquisition cost.

What you’re doing is pathetic yet easily fixable. I want you to succeed but this has...

DO NOT WASTE YOUR TIME (&& money). READ THE FULL REVIEW!! My mom got me a massage that I waited years for. I’m a mom to twin toddlers and haven’t taken any time for myself since having them. My massage was booked the day before a trip to visit family. Upon walking in the staff was all nice enough but it doesnt makeup for the experience. To start, 3 clients and 3 massueses all have consultations in one tiny room where it’s really loud and awkward with everyone talking over eachother. The massage I got was called the Stretch and there was literally no stretching? I paid for deep tissue which was only done painfully on my back with the rest of the massage being so gentle I barely felt anything it was underwhelming. The girl doing my massage was sniffling the whole time which kept me anxious the whole time wondering if this girl was sick. I have little kids so my worry was for them. I asked her after the massage and she said it was her allergies but still what?? It was every 30 seconds. I didn’t have the guts to complain when I checked out but things GOT WORSE. Over the next few hours my face developed a weird rash including a couple of cysts that lasted my entire trip visiting my family!! So embarrassing. I did reach out to the soa after my trip because it was bothering me that my experience was so had for over $200! The manager confirmed I didn’t have a cover over my face cradle it was just the cotton which is so unsanitary!! I just wanted a refund honestly the girl can keep her tip of course but things got EVEN WORSE!! It took almost 3 weeks of back and forths with multiple people for the manager Aaliyah to finally let me know that her boss will not talk to me will not refund me and essentially doesn’t care. The owner is 110% unwilling to budge what so ever and wont even talk to me himself. The owner only cares about $$$$$$$$$$ of course what a piece of work. They really needed my moms $200 that badly. We wanted a refund so we can go to a reputable place and review a clean, professional massage. This place isnt what the facebook hype shows. The beds are just divided by curtains its weird.

Also the manager did apologize that they hired a lot of new people recently so the girl I had was probably new.. all together this has been the most unpleasant and stressful massage experience I could’ve...

UPDATE:

After about 4-5 days one of the managera was able To help rectify the issue. I will still continue to go to now massage because they do have great massage therapists. I still believes they need to work on customer service with some folks. ———-

The place itself is beautiful. The therapist are very nice and professional. Joe (lymphatic Drainage) and Max(pressure point) are great as they also specialize in different modalities. Always a great experience and highly recommend!

BUT THE STAFF: It’s hit or miss.

If we start from the beginning, I came to Now Massage Naperville In 2023 for a prenatal. the Masseuse scratched my back so bad there were visible bloodlines. They gave me an extra massage not a refund which is what I had asked for. But fine, I got another massage which went well.

Fast-forward to 2025 I decided to come here again and everything was great until I had to cancel last minute as my father is battling cancer and I had to rush to the hospital. The lady on the phone said well you either need to reschedule within 24 hours or you lose the $. WHAT AN INSENSITIVE AND IMMATURE RESPONSE

Prior to that for some reason which I don’t exactly remember what it was, I was given a extra 25 minute COMPED massage where I could get an 80 minutes total. So when I had canceled my appointment last minute the previous time, Somehow the note no longer existed, and some of the staff and managers started questioning my reasoning for why I was given a comp and that there is no proof and after 3 phone calls, and sitting there for 30 minutes one time they still had no answer for me.

One of the staff members had the audacity to tell me that people have lives and they’re not always at the center to attend to my 3 calls on 3 different days. I don’t even know how to respond to that!!!!

I felt being interrogated for something that they offered me that I didn’t even ask for and now I have to go prove why they offered it to me!? This is the second unprofessional experience I’ve had and it’s really sad, because the place is beautiful, and the massage therapists are super nice and amazing, but some staff memebrs seem to be really focusing on a business and $. one of the staff mentioned to me Verbatim “this is a business. I cant just hand out free...