Massage Warehouse — Local services in Bolingbrook

I had only ordered from Massage Warehouse once or twice before (quite awhile ago), but after my last order I know to never risk using them again. I placed an order for supplies I need in order to operate my business back in November, and after two weeks of no updates I reached out several times as I was running out of product and hoped to get an estimate shipping date (the worst-case original shipping date on the order had passed). Numerous emails were unanswered, I tried calling twice in the evening and sat on hold for almost 20 minutes before giving up each time. I finally sent to request to cancel the order as I had to go with another vendor in order to continue operating my business. After I had canceled the order, Massage warehouse charge my credit card and mailed it. When I reached out about it that was also left on answered. I finally was able to get someone on the phone who told me that if I didn’t want the product I had to return it at my own expense, even though the order had been canceled. I was also told they don’t answer emails because they get “thousands and thousands each day” and “answering them would be impossible”. (This is in regards to the two email addresses provided on both their order forms and their website for customers to reach out to.)

Normally I would bite the bullet so I don’t have to deal with this kind of stress, but the product is quite heavy and I am an independent business owner doing my best to make ends meet. The couple people I emailed with stopped responding and the person I spoke with on the phone said they are not authorized to take returns unless the customer pays shipping, regardless of the reason.

There are enough reasons to be stressed in the world. Ordering from Massage warehouse is absolutely not worth it. The Internet gives us plenty of other options for quality vendors who understand what...

I ordered products from this company for the first time online. I received my package and some of the contents of the materials were open and I would like to make you aware that I practice standard precautions and like to work in a sterile environment. The tongue depressors a product I purchased and part of the order, were opened and scattered all over the box. In all the years of being in the industry I have never received products opened. The order was poorly packaged and shipped with out any proper security of the items being that the products are going to be used on people’s body. I can’t use the items that are scattered in the box because of contamination. If I am waxing that could be harmful to someone and I could be held liable. I also have another issue. When I placed this order I didn’t receive an update that the order had been placed or given an order number so that I could track the package. I called the massage warehouse and spoke to a rep over the phone and she was giving me a hard time with emailing me a copy of my receipt. Even though she had quoted the order number I still had no proof of purchase or order from massage warehouse. I felt uncomfortable that I had to talk the rep into sending me my receipt to the correct address. It appeared she had been engaging in poor business practices and then when I received my shipment, that was the icing on the cake. It also was taped up poorly and even the post office made a comment about the poor packaging when I picked it up. Thanks...

I was a loyal MW customer for years. Got all my oil, lotion and linens here. Recently ordered some flannel sheets. All my sheets are the same color for a reason. It's easy to interchange them as needed. I could have ordered another color through another company for less money with free shipping but I wanted to stick with the same company and color I've been ordering for years.

But the color that arrived was nothing like what I had expected. When I called about returning or exchanging them they said I would have to take pictures to prove that the color of the sheets was wrong. Then they told me I would have to ship them back at my own expense.

They also charged me extra to ship to a residence, which has never happened before. I prefer to receive items at my home rather than my office as it is more secure.

I was really disappointed in the way they responded when I called. There was no real attempt to maintain me as a customer even when I stated I'll be doing my business elsewhere in the future. I have been a loyal customer since 2004. Not anymore.

In this day and age of free shipping and easy returns, I wanted to stay with the company I knew and trusted for so many years even when I had to pay extra to ship them to my home as well as to get them here in a reasonable time. I would expect even a fraction of the same loyalty in return when I call and state that I'm unhappy with my order.

I'll be finding a...