Massage Envy — Local services in New York

BUYER BEWARE. After receiving a gift certificate from Massage Envy 2 years ago, I finally decided to try it today. I googled Massage Envy Staten Island phone number. I called the number at 10:29AM and set my appointment for 12PM (the same day) It required that I give them my credit card information. When I arrived at the Staten Island location, they had no knowledge of who I was. They asked me what number I dialed when setting the appointment and they explained that I called the Park Slope location. The Staten Island location I was in had no available appointments at the time. I called the number to explain what happened and they said they would only charge my credit card 50% of the cost of the $90 session even though I did not receive any massage. I asked to speak with the manager who explained to me that it was company policy to charge for the session if it is not cancelled 24 hours prior to the appointment and that he had to pay the massage therapist regardless. I explained to him that it was clearly impossible in my case, as I had called only 1 hour and a 1/2 earlier and that the massage therapist would have been there with or without my appointment regardless. I went on to explained to him that this was my first experience with Massage Envy and that the Park Slope number comes up for the Staten Island location phone number google search (see for yourself) but it fell on deaf ears. There is company policy and there are slimy business practices. When I asked the manager his name, he became combative and refused to identify himself. Given the circumstances, I do not believe that I should have been charged at all never mind 50% of the cost of the session, but clearly the Massage Envy Park Slope location is willing to throw a potential new customer under the bus for $45 and that doesn't make much business sense to me, hence the 1 star rating. If they are willing to do that to a new customer, how low are they willing to go? I later found out they charged my credit card $78 if you can believe it. I hope it was worth it. P.S. This is the only review I've ever felt strongly enough to...

Never been so disrespected and shocked by the behavior of rude management. How they operate and run a franchise business blows my mind.

I have been a member of massage envy for over 4 years, I've tried multiple locations, in different states and cities, and have had amazing experiences.

From start to to finish this experience is horrible. I arrive 10 minutes before my appointment then, 15 minutes after my appointment time, I ask the front desk what was taking so long.....she said they were running behind. She did not find it necessary to let me know, and I was sitting there for over 25 minutes as if I had no where to be or go.

The massage itself is wonderful and Ashley did a great job.

After the massage, I was notified by the front desk that I owed more money even though when I booked online it said 0 balance. I did not understand the explanation from the employee behind the counter, and there was a manager sitting right next to us, listening to our argument, getting heated, and did nothing.

The manager then pushed by me, did not even say excuse me to go and answer a phone call and then returned back to his office and walked past me again and did not feel the need to get involved or asked if everything was OK.

I was very upset. It was on relaxing after my massage and wasting more time. I asked the employee behind the desk I was dealing with if I could speak with his manager, and he said no he is busy as I clearly saw him not busy.

I asked the man behind the desk in the manager for their names, the manager said I'm not giving it to you. It's none of your business.

I gave them the five dollars they were arguing with me about for 20 minutes and walked out. I told him that they not only lost me as a customer, but also my fiancé who would come here regularly. They said they did not care.

They are brand new branch and I don't understand how they're going to build a clientele this way, and it is very sad. The masseuses going to suffer because she did a wonderful job but now I refuse to go back to this location again due to management.

so rude &...

I received a 60-minute massage here as a gift and arrived 15 minutes early for my appointment. Right before my session, I was told my therapist was running late and that I either had to take a male therapist (which I wasn’t originally informed would be my only option) or cut my session down to 30 minutes since the therapist had another client afterward. As a young woman, I would have appreciated knowing this in advance so I could rebook instead of being put on the spot.

I went ahead with the male therapist, but the massage itself only lasted 47 minutes, not the full 50 minutes they advertise for a 60-minute session. The quality of the massage was just okay—not what I expected, especially since it was a thoughtful gift. I raised my concerns at the front desk, and was told the manager would follow up, but I never received a call.

Overall, I found the experience unprofessional and disappointing. There are much better quality, more professional massage options in Brooklyn, and unfortunately, this is not...