Massage Envy — Local services in Dallas

LONG DETAILED REVIEW:

For background purposes, my husband gifted me a membership with Massage Envy in June 2023, in which my membership location was supposed to be noted and set for the Cedar Hill location. I arrived at my scheduled appointment and was informed I was not scheduled correctly and that the location appointment today was at another location. I understand that this was a mistake by the staff at the Cedar Hill location and not this location. I am also not from Dallas and the confirmation text sent did not have an address, therefore, I used my GPS to go to the Cedar Hill location. Due to this mix up, I immediately contacted the Massage Envy at your store via phone call at 5:02 p.m. and the call lasted 1 min until 5:03 p.m. During this call, I informed the receptionist, Melissa (the name that was given when I called back) what happened, therefore, I would unfortunately be late to my appointment. I inquired if I could keep my appointment for the remaining 30 minute window and she said yes, therefore, I kept the appointment and let her know I would be there in 30 minutes which would be around the 5:30 p.m. timeframe.

Upon arrival at 5:28 p.m. I realized that your location does not have a parking lot. I immediately called and contacted the receptionist again at 5:29 p.m. and inquired about parking. She informed me that there was a parking garage nearby or I could park in the CVS parking lot. She also reported that she would have to ask the massage therapist if she would be willing to keep my appointment because I was still trying to find parking. I told Melissa that I would be upset and definitely make a complaint if my appointment was cancelled due to me having to find parking and with me explaining what happened before arriving at this location.

I walked into the establishment at approximately 5:35-5:37 (I'm sorry I do not have the exact time as I was rushing to get in) I was informed I could not be seen. Melissa stated that the massage therapist had another appointment after mine. I stated that I still had time for my hour appointment. Two other staff members explained that I needed five minutes to undress, five minutes for something else and that my actual massage is only 50 minutes. I began questioning why I was not informed that this could happen. I was not informed that there was a possibility of me NOT being seen after 5:30 p.m. on the phone. I requested the number for me to make a complaint about this experience. I also asked if there was a way for me to have this membership taken and my husband refunded as this is the second time I have not been given full and accurate information from customer service rep with Massage Envy in general. I expressed my frustration very clearly to the staff and notified them I was upset about this situation.

Melissa began over talking me while I was speaking and we began to go back and forth in the store at that point. I told her to stop explaining her side to me and to just give me the number so I file a complaint and leave. Melissa then shouted, "Well I cannot help you because I'm trying to explain it". I told her, again, I informed her on the phone that I was 30 minutes away which was AFTER 5:00 p.m. This would round my arrival to approximately 5:32 p.m. My arrival was at 5:28 p.m, in which I called at 5:29 p.m. after realizing there was no parking lot. This possibility should have been explained on the phone. She denied that this logic was correct during the back and forth. I was not informed about parking, which added on time for me to park AND walk to the door as well. The facts are that I was not completely informed on the chance I was taking coming to this location. When I expressed my frustration and lack of information provided, I was treated like it did not matter by staff. This is not acceptable to me. All of this despite trying to be as proactive as possible by keeping staff informed on what was going on. TERRIBLE. NEVER AGAIN. Might be done with Massage Envy all...

I've been a loyal customer of Massage Envy since 2019, navigating through challenges, including the unfortunate period of COVID-19 closures. During that time, they continued to collect subscription fees even though their services were inaccessible. This situation, coupled with their potential receipt of SBA funds, raised questions about their commitment to customer welfare.

When the lockdown ended and they reopened their doors, I finally decided to cancel my subscription. Unfortunately, the process was not without its frustrations. Refunds for the closure period were denied, even though their services were unavailable. Instead, they suggested using accumulated credits before canceling. This approach, while intended to be customer-friendly, was hindered by the limited availability of skilled therapists.

A significant issue arose when I was informed about a "free" add-on for this month. However, my experience showed that this offer wasn't as straightforward as it seemed. Despite the verbal promise of it being complimentary, I later discovered that I had been charged for it. It was only through the receipt they sent me – a document I hadn't received in the past – that I learned of the additional charge. This lack of upfront communication, coupled with the absence of receipts, raised concerns about the integrity of their billing process.

This incident is emblematic of a larger problem – the divergence of their offered experience from the reality. The pressure to upsell services and the uncomfortable expectation of tips after each session has left the once-enjoyable experience feeling tainted. What was once a haven for relaxation has taken on shades of tactics used by nail salons, detracting from the overall enjoyment.

As I've consistently adhered to using services within my credit limits, the recent "free" add-on incident was a disappointing departure from my preferred experience. This further eroded my trust in the brand, and it underscored the need for transparency and clarity in...

I called to schedule an appointment this morning (12/8) and I was assisted by a young lady named Jade (I believe or Jada). I informed her that this would be my first time visiting a Massage Envy location and that I would be paying with a gift card that I was given (for my wedding). I gave her some basic information (name, credit card, and type of massage) and confirmed my appointment time with her for 11:30 cst.

Upon arrival I was greeted by the staff and offered water which I kindly accepted and then things took a turn for the worse. Jade proceeded to inform me that my MT’s name was Don (male). I politely replied by stating that I had a preference for a female (also Iread negative reviews on this particular MT). I was told that I should have stated this over the phone by the Manager Tyler Hunt (very rude). His exact words were, “Typically customers tell us their preference when they call.” Which I later discovered was incorrect (I called the location on Lovers and they told me they ALWAYS confirm customer preference over the phone to prevent any miscommunication.)

My issue is that I was never once asked if I had a preference over the phone and in my limited experience with other companies they always asked me before hand. Consequently I was charged a penalty fee of $19 dollars and I believe this is unfair. Thankfully the location on Lovers was accommodating and offered to schedule me right away!

This is not a knock on Massage Envy as a whole, but solely on the West Village location. I’m sure they have really great MTs, but unfortunately I was not able to make it to that point....