Massage Envy — Local services in Holly Springs

I wish I could give this zero stars. I had an awful experience at the Holly Springs Massage Envy a couple of weeks ago. Here are some of the things I experienced that I found completely unacceptable: -I was taken back 10 minutes late for my appointment. -My appointment was at 7:30 pm. At the beginning of my session, I explained to the massage therapist exactly where my pain was (a very specific area of my neck and upper back) and she agreed to work exclusively on those areas instead of a full body massage. My neck pain was the SOLE reason I scheduled the appointment. -The massage was very mundane and monotonous. She massaged my right shoulder (which wasn't even the area that should have been targeted), then my left, then my right again and again on the left. (The same exact areas- twice each.) Then I turned over to my back and she rubbed the right side of my neck, then left, then back on the right and then left again. All the same strokes- and I'm not exaggerating when I say it is the same massage my husband would have given me. There was nothing creative or unique about this massage and it was not tailored to my needs at all. Not once did she even TOUCH the area that was causing me pain. -During our time together, the massage therapist burped and snorted and yawned repeatedly. In addition, she had a runny nose and instead of excusing herself to blow her nose (which would have been completely fine and appropriate), she instead sniffed and sucked her snot back in for at least the last 30 minutes of the massage. As I'm sure you can understand, the massage was not at all relaxing and the noises were nauseating and distracting. -When she finished, she said “ok, that’s a wrap for us” and told me to take my time getting dressed. I got dressed and opened the door, expecting her to greet me with a glass of water, ask me how I’m feeling, etc. Instead, she was nowhere to be found. I sat back down on the table for a minute and then stood in the doorway again. Finally, after 2-3 minutes, another massage therapist across the hall noticed me standing there and asked, “did you have a question or something for Laura?” I said “no, I just thought she was coming back.” He told me no she wasn’t and pointed to the end of the hall and said, “the exit is that way.” And that was that. I walked out to my car and Laura was nowhere to be seen. Unbelievable. Unfortunately, I paid in advance of my massage so I could walk right out to my car and head home afterwards. The massage was $113 and I tipped her $30. I wish I hadn't done that. In all actuality, I may not have tipped at all (which I have never done). -Perhaps the worst part of the experience, however, has been the lack of customer service. I’ve repeatedly emailed both corporate and the Holly Springs Massage Envy, explaining in detail my experience and requesting a full refund. After several days, I finally heard back from Casey at Holly Springs. Her idea of making up for this terrible experience was to offer me a massage at a discounted rate ($75) with a different person. I let her know that spending more money at Massage Envy was not a viable solution and it was not going to happen. I again requested a refund for services rendered. She emailed back and told me that she was sorry, but she was “not able to offer [me] a full refund at this time.” I emailed back and asked if she could explain why, but have not heard back. -I was refunded the $30 tip I left, but I am very disappointed in the lack of decent customer service and their unwillingness (not inability) to refund the $113 I paid for the massage. -Before posting this review, I read multiple other reviews and learned that they have many other unhappy customers for several different reasons. Unfortunately, the general consensus is that the company could care less about our feedback. But, I decided to write this review anyway because I think it’s important for people to know not just about the disappointing massage experience, but the complete lack of...

My initial experience was good, everyone was nice including my therapist. My nightmare started the morning after my massage. I woke up in excruciating pain. I had requested a deep tissue massage which I had had before so I expected to be a little sore. This was a lot more than a little soreness. I tried to make it to work but I couldn't stand the pain. I left work and went straight to my doctor. My doctor actually took a picture of my back so I could see the damage. I was swollen and bruised in different locations. He pointed out two knots on my back, one on each side. He said that I had two torn muscles which had seized up. He said the therapist couldn't have known what he was doing to cause so much damage to my back. He gave me a prescription for muscle relaxers and pain killers. He said there isn't a lot that you can do for the damage but wait for it to heal. That night when I got home I emailed the office and told them what had happened. Shortly after I sent the email I got a phone call from a very nice girl who said the manager will be in tomorrow and give me a call. The next day I called before the manager called me and was told that she was on the phone and that she would call me back. I waited and she never called back. So I called again. This time I told the girl about what was going on and she said she would make sure the manager called me back and if she didn't she would call me back herself. The manager did finally call but instead of apologizing she said that I must have had some underlying issue. Underlying issues do not tear muscle. I also mentioned about me getting a deep tissue massage and she said that wasn't possible because the therapist that did my massage didn't know how to do deep tissue. Obviously! I told her I thought I was charged for deep tissue and that's what I paid for. She said that they had noted on my chart that I requested deep tissue but I was told since I was making a last minute appointment that it wasn't available. It was never mentioned about it being unavailable. So what I think happened is that the therapist tried to do something that he wasn't trained to do. By doing so he really injured my back. Of course, it doesn't really matter if I got deep tissue or not. The therapist did the damage to my back. The pain has been so bad that I ended up going back to the doctor a second time to try and find some relief. The unapologetic manager did offer to refund the cost of my massage. She never mentioned the $40.00 tip I gave the therapist, the cost of the co-pays for me to go to the doctor, or even the cost of the medication. She was more worried about putting the blame on me than trying to resolve the issue. I am currently waiting to hear from the manager from an email that I sent discussing the issue. I have never sued anyone before, but I feel this is what I will end up having to do to resolve the problem. I have been in an unbelievable amount of pain now for 5 days. Has anyone called to check on how I was doing. NO, NOT...

I am extremely disappointed with the facial I got tonight. Two things: I came in with a $55 for Introductory 60-min facial Holly Springs promotion that came in the mail. The woman at the front desk, who also happened to be the assistant manager, told me it was for first-timers and that because I'm an existing customer who has indeed gotten a facial before, I have to pay the full $95. I was able to acknowledge that mistake but hope Holly Springs frequenters are not duped by that promotion.

But the part that irked me was that my facial started at 7:17 pm (I stared at the digital clock as I laid down), and finished around 8:03 pm. What!? How is that any semblance to 60 mins? When I mentioned how the facial seemed to be far less than an hour, the woman told me I was in at 7:07 and out at 8:07. No, I was out at 8:04 and in the bathroom struggling to put in my contacts for about a few mins! She also told me that it's actually 50 minutes - 5 minutes to undress, and 5 minutes to get dressed again. Sigh, more deceiving for a customer. I then also let the woman know that the esthetician did way less on me than the other esthetician I normally go to (Destiny) - less treatments on my face, no peels, no masks, no exfoliation, no extrication of blackheads, no upper back/shoulder massage, none of that. I felt like I had toner applied, a damp napkin, and some moisturizer. The woman informed the esthetician is one of the "newer" ones. I was clearly very unhappy with this service in my tone and was really hoping she would comp the service in some way possible so as not to lose me. She informed she was the "assistant manager" and will add points to my next service, and wished she could do more but will have the owner call me. I'm just so disappointed that I am no longer interested in coming back to this location or any other Massage Envy franchise because, from my past experiences, service has been mediocre at best, but this topped it for me. $95 for some toner, moisturizer, and a feather-light hand massage is simply not worth it to me!

My only good experience at this location has been Destiny, the estetician I had for the previous 2-3 times. Unfortunately, I don't think Massage Envy has ever been a place I can count on. Red Door Spa, always, and other boutique spas... but for facials and basic customer service, I'm truly...