Massage Envy — Local services in New York

Sorry I will not be calling this location to explain my poor experience there, your receptionist already knows what happened. I called for a same day appointment and was told there was one available at 6pm. When I was asked if I was a member I told her no. I was then put on hold and when she returned she told me that appointment was no longer available. For those of you reading this who don’t already know - there is a 40% discount for first time customers. When I asked why the appointment was suddenly gone, I was told a clear lie that the other receptionist was booking the appointment on the the phone the same time as me, and that I was being bumped. 3 minutes later I went online and the appointment was still available, so I went ahead and booked it. Everald, my masseuse was TERRIFIC. Unfortunately for me and him and I will not be returning to see him. When I was checking out, the same receptionist was extremely short with me and seemed very uninterested in my return business. When I called her out her extremely poor customer service, she laughed at me and fed me more lies about the customer who was also booking the same appointment “could have” called back to cancel after booking. Never once did she apologize or take any sort of responsibility. I had read other reviews about the poor customer service here and I didn’t want to believe them but apparently they were true. When I told her this she said I could go ahead and write about it on Yelp. I unfortunately did not get her name but clearly she’s got tremendous job security to speak to a paying customer that way. I would have happily signed up for a membership if not for the way she treated me. Luckily there are several other massage spas in the area who I will gladly give my money. Everald if you read this, I apologize but you can and should work elsewhere, you’re excellent at what you do and your front desk staff is costing you...

Yesterday was my first visit to this spa and my massage by one of their male therapists was extremely painful to the point where I couldn’t relax at any point during the session. He spoke the entire time, never dimmed the lights, and only massaged my neck and back although I paid for a FULL body massage (he never massaged my legs, feet, or the front of my body). Every time I yelled or winced in pain, he told me that it’s suppose to hurt and to just breathe through it - in retrospect, I can’t believe I listened to him. He also massaged the left side of my neck and shoulders significantly longer than the right so at the end, I felt really tight on my right. The session ended abruptly and I was left feeling significantly more tense (and mentally confused to be honest) than I did prior to my session. It has been several hours since my massage and I am in severe pain. I even asked my husband to check my neck and back for black and blue bruises to make it very clear how intense the pain is. In addition to this being the worst massage and treatment I have ever received at any spa, I was asked to pay out of pocket for the service despite my husband signing me up and paying a registration fee for a 6-month membership prior to my visit (as part of what he thought would be a really nice Christmas gift). When my husband went to the spa after my visit to inquire about the out of pocket charge and membership cancellation, the woman at the front desk told him that she is not authorized to address our concerns or request for cancellation and that he would have to wait for a call from management. I am extremely frustrated that I couldn’t fully enjoy bringing in the new year because of this awful experience and truly hope management addresses this as soon...

DO NOT COME TO THIS LOCATION! DO NOT KEEP YOUR MEMBERSHIP WITH MASSAGE ENVY!

Very poor customer service in general with Massage Envy, but especially at this location!!!

The location that we have been going to for years in Brooklyn closed down. Tried to transfer a session to the Bayside location, they allowed us to set the appointment (weeks in advance) and then told us that our membership was with the E 23rd street location, that we had to call them and pay a $10 fee to transfer it over to Bayside. We called them and they said we were given the wrong location and that our membership was sent to upper east side. So we called them and they said that our membership was in fact there but that their system/access was down and that they couldn’t process the transfer fee so they called ahead and asked the Bayside store to honor the transfer. When we get there we find out that the Bayside store refused to honor the transfer and that we had to pay full price. We then asked to cancel the session then because we weren’t prepared to pay full price and they said they would wave the cancelation fee for the second session. After the first person finished their session we find out that they didn’t wave the cancelation fee and charges us full price even though we opted out of having their service done!!!!!

So now we just paid for a session that we did not agree to having due to an error in MASSAGE ENVY’s system!!!

Terrible, terrible, terrible...