Massage Envy — Local services in Atlanta

I’ll begin with the positive aspects of this location. My masseuse, Ruth, was very good! Pleasant to chat with and very professional. The location always seemed clean and was conveniently located.

For the past year, they have not had enough help. There is never a manager or owner on hand….never. The receptionists are usually cordial and driving there , in person, is about the only way to make an appointment. They do not answer their phones and their computer system never has any appointments available, probably from blocking time for new customers, as opposed to finding appointments for paying customers. I made 3 tries to make an appointment on their AWFUL computer program, then called and had to leave a message. 48 hours later I received a return call and made the appointment, but when I showed up today (on time) the doors were locked. Several minutes later one of the therapists let me in asking if I needed to wait inside? Then she went on to tell me she was the only one there and I did not have an appointment. Thinking I may have confused the dates, I asked if she could look up when the appointment was supposed to be. She said no, she couldn’t do that and I would have to call the manager…what manager leaves a storefront unattended and locked during business hours? After 4 years of being a loyal customer, it’s become apparent that they do not value regular clients, only new relationships.

I understand that this industry was hurt badly by the poor handling of Covid by our many governments. I also understand that they can’t get decent help because of the entitlement problems of the working public in Atlanta. It’s also the lack of consistent management and oversight of across the board quality control. Pitiful and no longer worth paying for the privilege of NOT having access to the services...

The facility scheduled my guest and me for a couple's massage although I NEVER requested such a massage. This faux pas was very embarrassing.  Additionally, the massage started 8 minutes late but ended right on time.

In the front desk worker's zeal to sell a membership, he overbilled for the massage. I specifically told him that I did not want the membership and was trying to pay for the services before my guest finished dressing and came out to the lobby. But due to the worker's mistake, the entire overbilling fiasco unfolded right in front of my guest. Again, embarrassing.

I was told that the entire amount for the massage had been credited back to my account. The manager further requested that I inform her once the refund was reflected on my account so that she could re-run it for the correct amount.

The next day the manager sent an email where she essentially threatened to run my card again for the correct amount of the services even though no refund had reflected on my account. In other words, I was going to be charged twice for the same services.

I responded to the manager's email and told her that the incorrect charge had not been refunded and had actually gone from pending to posted.

After sending that email, I called the next morning. I spoke to a different brand manager that confirmed that the incorrect charge had never been credited back to my account.

Given the many errors surrounding this one visit, I felt compelled to contact the headquarters about the situation.

Finally my account was righted and management offered me 2 $50 massages as recompense. As you can imagine, I have not taken them up...

Really great customer service, easy to get an appointment and top quality massages and facials. I highly recommend this location!

Crystal is top notch at skincare and facials. Highly knowledgeable and doesn’t try to sell you things you don’t need. I’ve been to her twice now and my skin is glowing, already booked my next appointment!

Edit: I got a massage by Brandon, the shorter blonde Brandon, and I specifically said my backside area should be excluded, yet he gave me a 50 min butt cheek massage. I literately didn’t even know what to say. I shouldn’t have let it happen, but I was so tired from work I almost didn’t care. My friends got a good laugh out of it, but this is just straight up creepy and not acceptable, he stepped over the line and he should not have focused a massage on a body part I asked to be excluded. Whatever you do, don’t book with Brandon. There is a Brandon who used to work there who is awesome and does lymphatic massages, but this is not him. Stay away.

Also, the last massage Therapist I had about a month prior massaged the wrong shoulder once I told her I pulled something on the other side. I tried to correct her, but nope, she kept going on the wrong side. Waste of time.

Seems like the quality is declining, which is the issue with most other massage envy’s around the country.

If you want an awkward 45 min butt massage, ask for Brandon (not talking about the tall...