MassageLuXe Wilmington — Local services in Hockessin, Delaware

I’ll say that Tatiana and Tyler are the best people I’ve ever worked with. As far as the service of the company, it could be better. What I went through the last couple of months, yes months, is insane. I purchase a BOGO on Mother’s Day online, they charged me $120 but I never got anything in my email. I go in for massage, they say I need the email, I explained that I didn’t get an email and they pretty much MADE me pay another $120 in order to receive service on that day even after I showed them my bank account showing the $120 charge from them. They said their manager would reach out but I probably won’t get a refund, instead, I can have another BOGO and “gift it to someone” I didn’t want to do that so I disputed the ONLINE charge since they made me pay in store. There was no way I was gonna pay for that BOGO twice! Anyways time goes by and the manager calls and gives me a refund of the purchase IN STORE meanwhile my ONLINE charge is already disputing. Skip ahead they refunded the in store purchase and not the online one. The manager calls me, she claims the disputed amount won’t be billed to their account (an outright lie, the money was on hold) I WORK with my bank to get them their money by explaining everything to them, they ensured me that the money will be rebilled to Massage Luxe, I share that information with the manager and she’s pretty convinced that the money won’t be paid to them, maybe she was a bank manger before she worked here? Idk Anyways, they claimed to this day they never received payment (another blatant lie) I have an email and a bank statement saying otherwise. They treat me as though I’m trying to get a massage for free when they shouldn’t have MADE me pay twice after seeing that I was charged the first time. They act like I was dodging them when I told them I was gonna work with my bank to get them their money, I even apologized for any inconvenience. That was their job. (Every time they have sales I purchase) they had a facial massage Combo that I had purchased for my boyfriend. He redeemed the massage and I called to redeem the facial for myself (Maybe after two or three months), the front desk girl said and I quote “your boyfriend used your facial as a tip” Lol I’m sorry what? No, he didn’t. He tipped your masseuse $49? Is that even a thing? Can I leave my massage as a tip for the masseuse? He even told me himself that he didn’t do that and wanted to reach out to them, but I let that go because it’s not a big deal. I’m not into facials like that anyway but when that happened, I should’ve known that this is not the place for me.I’m not rich by any standard but I’m definitely not hurting for cash either and as a multi-unit manager myself, this situation should’ve been handled with much more grace and respect. They banned me from coming in and treated me like a common thief. I do pretty well for myself to not sweat $60, which is pretty much what they had owed me for the second 1/2 of the Bogo, But it was the principle for me. Obviously, I won’t be back which is sad because I really liked the quality of the massages received, but there are many other places that do the same thing they do. Luckily the manager allowed me redeem my last 1/2 of the BOGO after a lot of back and forth and now we both owe each other nothing. Good luck...

I typically don't write reviews unless I have an extremely outstanding experience or an experience that would make me rethink a business ever again and that's how I felt about this place this week. I purchased two services, a facial and a massage. Facial on Monday, massage on Thursday. The facial was just ok, I've had much much better facials at Hand and Stone hands down. No steam was used (and they are used in classic facials) and my skin wasn't even cleaned first before additional product was added, although my face was clean of oil and makeup before I got there. Now let's move on to this massage. The therapist first of all smelled like SMOKE. How can you allow your therapist in there with a body odor. If you smoke I shouldn't be able to tell and his hands even smelled like smoke which means he didn't wash them. I am still grossed out from that experience yesterday. In addition, I don't like a massage starting face up with the lights all the way up when you have no clothes on underneath. I asked him to turn the lights down (like dude what are you trying to look at), going back to the smoke, as thoroughly disgusted I still am about this, my entire clothes and body smelled like smoke when I got home. that's how horrible it was and I've never smoked a day in my life. He also wreaked of alcohol. Or maybe he used mouthwash before trying to get rid of the smell of smoke, at any rate, you need to train your employees on proper cleanliness. Imagine someone dirty touching your clean body for 60 minutes because smoke is dirty. I get massage everywhere, in the US, out the country, in high-end spas and this is by far the worst experience I've ever had and it's making me rethink getting a massage ever again. I even left a good tip because I'm a good customer for both services, but I have a groupon to use and I will never return to this location, EVER!! I did let the front desk know of my experience when I left, good front desk folks, but when I said something they looked at me as if I was lying. I don't have to lie about someone smelling like smoke, walk back there and smell him for yourself. Again I will never return to this location. In addition, have your therapist wear MASKS. I don't want your smokey breath all over me and the guy kept coughing. I also don't want to feel you breathing all over me. I was extremely grossed out, not relaxed at all. It should be MANDATORY that these therapist wear masks. If that's not your policy, you need to...

They made something that was supposed to be relaxing a stressful one. The front desk employees and “manager” are very unorganized. My aunt gifted one of her monthly massages to me. When I went, I let them know I had a baby a week ago and my lower back was an area I would want to be focused on. The therapist DJ, who was 20 minutes late to our scheduled appointment and came in smelling like cigarette smoke told me she had to check with her manager if it would be allowed to continue with my massage since it could be dangerous… okay. In the waiting room full of people also waiting for their service, the woman tried to talk to me about how they couldn’t continue with the session and I would need a note from my doctor. I asked if we could go up front where it’s more private to talk. They seriously lacked professionalism and manners. I just came to the conclusion that I will reschedule and get a note from my doctor that I can get a massage as ridiculous as that sounds, as it does not state anywhere you cannot get a massage after having a baby. The woman even said “we do prenatal massages but I’m not sure about post partum so I would have to ask my manager…” VERY unprofessional. Fast forward to the new appointment after the end of a very relaxing massage…Right back with more stress from the front desk staff. Saying that it is not showing on their end the gift receipt my aunt transferred in my name. Not to mention she had to pay a fee when she had it transferred her massage over into my name for whatever reason. They wanted me to call her and have her say she transferred it.. it was a whole mess. All in all this place that is supposed to alleviate stress did everything but that. The massage therapist was excellent and I tipped her well. However management, and front desk people need serious customer service training and organization skills. Completely ruined my experience and will stick to other...