Mellow Massage — Attraction in San Diego

For context before I get into it: I booked a massage for me and my boyfriend for his birthday. I was intrigued by all of the amazing reviews so I went ahead and booked online. I asked if there was a chance we could have a couple's room instead of the single room but it was not a deal breaker. I wanted to surprise my boyfriend and pay for it so I put my number and email down for both of us and even added cupping on both of our massages.

Here's all the reasons for my 1 star: I got SO MANY texts from different people at Mellow, I think 4 separate people reached out. They spam you a lot with the membership deals and other ways to upsell you, it's annoying. I never got cupping. My boyfriend did. I'm not sure what happened.. but at least I wasn't charged for 2. The massage was just bad. My masseuse would literally just shake random areas of my body that would shake the entire massage bed. It was so weird that I almost laughed. My boyfriend said they did the same for him. My masseuse "massaged" my jaw which was genuinely really painful. I was never asked if there were areas I wanted to focus the massage on or how hard/soft I wanted the pressure. The atmosphere isn't relaxing.. I could clearly hear the pilates studio next door, every single word. The walls are crazy thin. They moved our appointment time without asking. Offered a free upgrade so I chose aromatherapy, never got it though. They also told me a week before my apt that they couldn't do a couple's room anymore. I bought us memberships because it was cheaper and I was really hoping we'd like the massages. Afterwards I sent an email saying the exact words "please cancel me and my boyfriends memberships" with all the details they needed. They proceeded to bombard me with emails begging for me to rethink it, after I didn't respond to one they'd email me again 20 minutes later. It was so strange. They confirmed cancelation and then I still got charged for a membership the next month because they only canceled my membership and not my boyfriends. They had issues charging me while I was there and I had to put my card down again and they eventually said they'd have their office handle it later. I always tip masseuses everywhere I go but I have to admit this tipping culture is getting out of hand. They had to verbally ask me for tip after already having issues charging my card and it felt very forced. I'd rather they had a screen I could tap so I could select that myself.

I honestly didn't want to put this review because I was worried about how much they were going to harass me with texts and emails again but getting charged after canceling my membership was the icing on the cake. I genuinely don't believe all of these 5 star reviews. I've had better massages at places with a 3.5...

I recently went to mellow massage and I was scheduled with one person but saw another the massage was fine upon leaving they scheduled me for my next massage me so kind of unaware relaxed after a massage and a very very dark facility just left and went in with my day. Then a week ago I received a text message confirming my massage but I thought maybe it was spam. And then I got another one today and I tried calling and they said that I am after the 24 hours so they are going to charge me a full amount of my massage. But this is the kicker there is only one phone number to reach for all facilities and it is not on location it sounds like it's in another country so you cannot speak to anyone at any of the locations there's no direct line. So I am at the mercy of someone in another country contacting the massage location for me to see if I can cancel this appointment without being fully charged. I actually recommended this place to a friend not knowing that it was going to be a scheme like this. I'm so disappointed and I feel so taken advantage of. I came to the massage parlor because I have a ongoing health issue and I needed the massage last minute and now this is causing me stress and financial hardship being charged $150 and I will be receiving no service. And once again there is nobody to talk to you I've looked all over the Internet no email only one phone number for all three locations. so be careful because once you're locked in you're locked in my next option is to go into the actual...

The massage experience at Mellow is genuinely a good one and the therapists are very knowledgeable and considerate. They remember you and follow up on any recommendations they made. They're really what has kept us coming back, but the business practices are soooo poor that we unfortunately just can't keep coming here. We've started and restarted a membership several times now and have needed to cancel for the exact same reasons each time. The pricing is super fair and is a great draw, but it is nearly impossible to get the appointment you want. Each and every appointment over the last year has been rescheduled for a different time or with a different therapist without the slightest consideration or attempt to reach us. They change it, send you an email, and expect you to make contact if there's an issue. They do not even bother to honor gender preferences for therapists. If you try to schedule a couples massage or a massage with another person, they'll charge one person for the full price instead of honoring your individual memberships and it's your responsibility to contact them later to change it. When they cancel or reschedule at the last minute, there is no refund given even if your therapist is booked out and unavailable for the remainder of the time you have credits for. There are a lot of areas where the business can and should improve the experience for its clients, and it's unfortunate because the therapists are terrific and deserve so...