Massage Envy — Local services in Columbus

My experience at this location was unpleasant. The person who was to give me a massage was rude when starting. She said I didn't fill out my form on what areas to work on, then within seconds actually told me them. Next, she told me she was going to explain the dress code policy to me again (hadn't ever explained it to me a first time).

She said she would be doing a relaxation massage. I declined and said I wanted much more pressure, like a regular massage. She agreed to this. As we started, I asked her 3 times for more pressure. My 3rd time was after she rested her hand on each leg for a few minutes without doing anything. (At this point, the massage consisted of just light strokes along my skin with no massage ) This is when she informed me she only does light pressure. I asked to stop and then went to the front desk to ask for a refund or credit.

The girl at the front desk was hesitant to help me. She said she couldn't do it and would need to get in touch with someone else at a later time. I asked if she could call the manager as I was barely in the room and did not get an actual massage. Then she agreed to do it.

Once this became more of an ordeal to even have cooperation, I said I wanted a refund vs a credit. The girl did call the manager and I could make out her side. It was agreed that a refund would be issued and that the manager (Reagan) would take care of it that night.

This did not happen. A charge of over $90 still went through. I called the next day in the afternoon and left a message as nobody answered the phone.

After not receiving a call back and needing to head out of town, I decided to stop by and check on what was happening. The manager was visiting with another employee at the front desk. (No customers to be seen)

The manager shared she was busy with a consultation and couldn't do a refund without my card (of course no phone call to tell me this). She said she was busy and apologized for not getting back to me. While Reagan did apologize many times and shared with me (as did the other girl from the day before) there were multiple issues with this massage therapist and a meeting was already scheduled to talk about some issues, I felt frustrated that no effort was made to actually do a refund.

It is a day later and even though my card was scanned, no refund has...

I have been a member of Massage Envy for 4 years and am so disappointed in the customer service I received today from this location. I attempted to book online today for a same-day appointment, so I was checking various locations to see what times were available. Somehow in clicking in and out of locations, it selected/booked two back-to-back appointments in different locations across the city from each other. I did not want to do this, it wouldn't even be physically possible to make both appointments. Nor did I know it did this since I did not receive a text, email, or confirmation screen of the extra appointment. I only received a confirmation screen about the appointment which I intended to book. Clearly there was a system error. However, they insisted on charging me 50% of the booking fee for a late-cancel/no show for the extra appointment to "make sure the therapist gets paid." First of all, as a 4 year member, I'm well aware of their cancellation policies and I have never late-canceled in the past which I'm sure they can see in their records. Second of all, I'm not a monster, of course, want the therapist to get paid. But the location can choose to provide good customer service to a long time loyal member and do a one-time waive of the fee and pay the therapist out of their business funds. I own a small business. I know what it looks like when there's clearly an unintentional error and how to make sure everyone is happy with...

I stopped in at the Bethel Road Massage Envy to get some assistance on getting a refund for when I was wrongly charged for a service that should have been taken out of my membership. It was from several months ago. It was the front desk worker’s mistake when she charged my credit card rather than taking from my membership account. The front desk worker at that time was rude and ordered me to leave the premises when I tried to explain to her the error. She threatened ti call the police if I didn’t leave without the issue being taken care of. I politely left after getting the name and phone number of the manager. That manager was contacted and said that she would credit the account but never did. That employee is no longer working there, nor is that manager. I was delighted that Ren, the current manager, took the time to research this and refunded my credit card for the charge for the service. Ren was extremely kind and professional. I thank her for her kindness and helpfulness in this...