Massage Envy — Local services in Miami

I would like to take a moment and inform you of the disappointing customer service I have received since joining Massage Envy Brickell.

I visited the location with a friend on my Birthday Weekend and received great service which lead me to become a Massage envy member.

On my second visit, I was called three times with three different times for my appointment. After clarifying my correct appointment and making adjustments with my schedule I choked it up to being a simple mistake. I enjoyed my facial with Jackie, who also advised me to try the MURAD essential vitamin c kit, which I received.

On my third and most recent appointment, I was called for my confirmation and informed that my appointment was at 3:30, I even asked the receptionist if that was right because I had 3:00 as my appointment in my schedule, and she confirmed 3:30. As I arrived at 3:15 I was rushed in and asked to fill out paperwork for my first facial and I informed the girl that it wasn't my first facial at this location or with Jackie. As I was going to the restroom, I ran into Jackie who asked if it was okay to have a trainee observe, I agreed. As I got into the room, I felt a little rush and that is when Jakie informed me that since I was late for my appointment of 3:00 she will only be able to do one cleanse. I was embarrassed because I try not to be late to any appointment, I apologized and said that when the lady called to confirm she informed me that my appointment was 3:30. I had a rushed but enjoyable facial and I was really looking forward to my 60 minute massage. I looked at the time it was only 4:04 I was only running 4 minutes behind now for my massage. As I was leaving the facial room I informed Jackie that I loved the Murad product she had recommended to me and I would need three items from the essential vitamin C kit (the cleanser, serum, and sunblock) she stated she would pull all of the items and have them waiting for me at check out. After my massage which ended at 4:54 (not a full 60 minutes) I went to check out and all the items were there, I assumed they were all correct since I emphasized the essential vitamin c KIT.

When I came home I compared the product that I had just purchased with what I had at home and realized that Jackie had provided me with the wrong serum, I again thought it was a simple mistake and Ill will just go to the location and exchange it out later in the week when I could get time off of work. I went to the location today 7/30/2013, to come across the most inconvenient, unorganized customer service. I was greeted by Erika (Manager on duty) I explained the mix up and she stated she would have to call Ary (the actual manager) who wasn't in. After talking to Ary for 5 minutes she proceeded to get a gift card. I stated I did not want a gift card because I had a 150 dollar gift card already. She then again called the manager Ary and then informed me that there was nothing she could do. She would make a copy of my receipt and the manager will be in contact with me tomorrow and I will just have to come back. I informed Erika that this is an inconvenience to me to have to come back to the location, pay for parking to take care of something that as a customer should be taken care of today. She proceed to say there is nothing she can do because the manager and owner were not in. I informed Erika that I do not have the time to come back, I will go ahead and take the gift card. I also informed her that I expect a call from Ary her manager the next day, left my number. I will see if Ary even bothers to call me.

With the sub-par customer service I have received every time from confirmation, not having my paperwork, and selling me the wrong product, I am convinced that Massage Envy Brickell does not care about customer service or quality but only quantity of how many clients they can get in the door. I will be canceling my upcoming appointments and transferring to the...

ATROCIOUS EXPERIENCE AND HORRIBLE CUSTOMER SERVICE FROM MANAGERS CHRISTY AND BIANCA! I got a massage last Saturday night, which I get a massage here every month. This time, their AC was BROKEN and their music was not working as well!! The massage experience was brutal! I was sweating on the table and I could feel my body slowly overheating more and more as the time went by. I felt like I was suffocating. The masseuse had a portable fan on for her which was extremely loud and obnoxious, again there was NO MUSIC so the fan was all I heard the entire hour! I was actually on the phone with the shift manager, Jonsell, an hour before my massage to see if I could transfer my credit to my boyfriend which would have been the perfect time for him to mention the conditions of his workplace. Had I known the AC and music were not working that night, I would not have come in!!!! I spoke with the manager Christy the next day, and she only offered me half a credit back to my account. I advised her that I was not happy with this since I wasted an entire credit on a brutal massage experience, and that I wanted to speak with her manager. She advised me that the district manager, Denise, would be getting in touch with me. I waited A WHOLE WEEK AND STILL DIDN’T HEAR FROM DENISE. I called 3 times throughout the week to make sure I wasn’t forgotten about, and I spoke to Christy and Bianca, the store managers. They kept telling me “yes she’s going to call you tomorrow” “what’s a good time for you tomorrow, she will call you”. Meanwhile she never called!!!! Finally Friday comes and I call again, for the 4th time, and Bianca puts me on hold for 5 minutes. She tells me that while I was on hold she was on the phone with Denise and that she is offering the same thing they initially offered me, half a credit. I told her “if Denise can get on a call with you right now while you have me on hold then I would like to speak with her as I’ve been waiting a whole week to hear from her”. She said that it wouldn’t be possible. They threw me for a loop the entire week and I WAS WORKING HARDER THAN THEY WERE ON TRYING TO RESOLVE THE ISSUE! The whole week they kept telling me Denise would call and in the end they told me she can’t call me and that it’s not a guarantee, MEANWHILE, SHE WAS SPEAKING TO DENISE ON THE OTHER LINE WHILE PUTTING ME ON HOLD!!!! HORRIBLE CUSTOMER SERVICE! I’m not sure if Denise was afraid to speak with me, but if you can get on a call while I’m on the other line then you can call me! I don’t understand HOW PEOPLE ARE HIRED INTO THESE MANAGER POSITIONS WHEN THEY CANT EVEN STICK TO THEIR WORD! If I was an owner, I would never hire someone like that! I am getting in touch with corporate over the matter, not only for the poor massage experience, but especially for the way they treated me afterward! I was just about to switch my membership to their location and make them my home location, BUT THAT WONT BE HAPPENING NOW! SAVE YOUR TIME AND GO TO A DIFFERENT LOCATION WHERE THEY WILL VALUE YOUR...

Hello,

I contacted massage envy regarding the need to cancel my subscription due to traveling and not being around- after my one year contract had expired with payment always on time. I was told that I needed to go in to a location (nothing specified) and that this was the only option. I asked if they could email me docs as I am unable to go in person- they told me no.

After a couple of weeks I was able to go to a massage envy location (in midtown) and I requested to terminate the membership. They told me that it was fine and that I would be receiving papers sent.

A week and a half later I get a call from that location, saying that it was misinformation and that I had to go to the location I initially signed up at. Again, I am not able to go in person as this is highly inconvenient for me.

I called them, and a manager emailed me papers- which I had to again, go in person to give.

Now I am charged for the december membership fee due to the time never ending, and then charged for january- despite my attempts to resonate with someone to help me.

I have printed the papers finally and am able to go in once and for all next week. I called and I had 4.5 hours to use, so I asked to schedule 90 min for myself and my father to get it over with and cancel everything. I am told that I have to pay $10 in transfer fee (absolutely no courtesy to my situation whatsoever after all this time) and to pay for 30 min for my father. No exceptions.

I explained to the manager that the reason why I need to cancel is due to being pregnant and I just cannot get massages anymore as I am not comfortable. I asked him to help me and allow the 90 minutes x 2 and just keep the remaining 90 minutes as I just want this to be over with- he said no, and that I can just forfeit the remaining time (which I paid for against my will).

Absolutely HORRENDOUS experience. Awful. Zero compassion and understanding, zero effort or even ounce of interest in helping me. Terrible business strategy and I feel forced. No regards to MY time and the misinformation that Their agents gave me Twice.

I too operate a business and I would never treat my customers like this. To continue charging me and forcing me to get massages when pregnant instead of just letting me use the time left and leave. To charge me and not waive any additional fees despite knowing all of the...