Massage Envy — Local services in Phoenix

As the risk of coming off like a real “Karen”, I have to share this experience:

My appointment was for 6 PM. At 6:02 I popped my head through the door and asked the front desk if I’d be starting soon. The young girl said he should pick me up at any moment and I would still get my full service. When I went back and sat down I heard laughter from the 6 to 7 people that were sitting up at the front desk with her. Were they laughing about me? Who knows. Derek picked me up at 6:05. He left me to change and I laid there for about 5 minutes before he came back. He was very nice. That being said the entire massage was the same movement for whatever specific area he was working on over and over, with his knuckles which just becomes annoying. It’s almost as if I had no idea of any muscle groups. Then, there was the constant clearing his throat, sniffing, and yawning audibly. At no time did he check during the massage on pressure level or comfort. When I flipped over on my back to start the top side, he had to excuse himself to use the restroom.

Once back he was massaging my neck and actually fell asleep 5/6 times. How did I know he fell asleep? B/c the moves would get slower & slower until he would stop, then flinch & jerk back awake. And, he was snoring. After about half a dozen times of that I open my eyes and say “Derrick, it sounds like you’re falling asleep. His reply was hilarious. He said “oh sorry, sometimes when I’m really relaxed, my breathing sounds like I’m snoring”. I don’t know how relaxed you’re supposed to be while giving someone a 90 minute massage but that seems a little too relaxed.

Again on the top, it was the same movements over and over and over to the point of it being annoying. There was no point in asking him to do something different because I don’t think he had the ability to do so.

Once finished I got up in the first thing I did was put on my watch to see that the time said 7:24. So I was picked up late, there was a bathroom break in the middle of it, there was a nap break in the middle of it, and I was done early.

The young girl at the front, after I briefly mentioned a few things about the service, offered me a free enhancement card. I told her that was very kind and I appreciated it, but I wouldn’t be using that. Let’s be honest… Why would I come back?

Now all that being said still tipped him 20%. That’s because I assume he’s probably making a low hourly wage and really needs the tip. But the tip is not indicative of what the service was or deserved. Having worked at a 4 star resort in the valley for a few years I understand how desperately needed those tips are sometimes so couldn’t bring myself to tip less than 20%.

I emailed the support email & explained all of the above. I asked at least a 50% discount off the cost of that service if not 100%. I made it clear that I knew this wasn’t the Four Seasons… But it was still $120 for 90 minutes of time wasted.

The reply from General MGR Carla Pena was comical. The only thing it addressed was the laughing- no acknowledgment of the time shortage or nap. She offer a free 60 min service 😂

I went back and forth w/her and the main Massage Envy support center. They first said only Carla could help me then later said I was getting a full refund. Then, Carla replied that I was only getting the tip refunded, and I could dispute the charge with my credit card (which I was I did and they refunded me w/purchase protection).

I think the most annoying part of this whole issue is that Carla was quick to take the tip away from Derrick, likely knowing that credit cards don’t typically honor disputes for “satisfaction” of a service so she would get to keep my $. Her general attitude gives clarity to this whole experience. That should be a training opportunity for him rather than a punishment, especially this close to holiday.

My advice is to find an independent massage therapist and give them your hard earned cash b/c Massage Envy and Carla could care less. And based off of the other replies to her bad reviews I can’t wait to see what...

Due to no fault of our own this location arbitrarily moved massage sessions from my wife’s account to mine leaving her with no sessions. We are married with separate billing accounts. The transfer of sessions was never authorized. But ok you made a mistake, just correct it and move on… Not that easy at this location with poor General Management and even worse Front Desk Supervision. So today my wife was forced to pay for her session and then I was called to ask for updated payment on my account. I until today was still considering my options for either continuing my membership or cancelling it due to the poor customer service we already experienced. My wife had been a member for many years and referred me. Since then you have raised dues and instead of honoring her original price you raised her rate but didn’t raise mine. This alone was enough to make me question the value you place on long term committed members but after my phone encounter with the GM and Micha, I can say that my decision was easily made that I would not continue to do business with any organization that teats members the way your GM and Micha did today. The General Manager was not only rude but very abrasive - he was not open to understanding that his team did something that they should not have done since my wife and I never authorized anyone to "share" sessions without the others consent. One would think that he would not only apologize but then take the burden off of us as the client and deal with his team behind the scenes. Not this guy. He got overly combative and condescending. He insinuated that we were trying to get over on them when in reality all we wanted was our accounts to be corrected and my wife to be refunded her money that was not due in the first place. Finally, after verbally attacking me he agreed to reconcile the accounts and refund my wife’s charge for today, then proceed to tell me he would cancel my account for me and just before hanging up on me told me “have a merry Christmas,” thanks but I don’t even celebrate Christmas. I see others have commented on the customer service at this location and little has changed – clearly the owners are not that concerned with losing a couple...

I was in Phoenix and had a free afternoon before my evening flight. I wanted to find a way to relax that was not in the airport all day! I randomly passed by massage envy while doing errands so I thought I would give them a call. I have to say I was blown away at the exceptional level of customer service I received. Not only were they able to accommodate me for a 90 minute massage, a stretch session and an outstanding facial but they also kindly offered to store my luggage so I could relax & enjoy stress free. I felt like I was visiting an amazing high end spa. All of the staff I encountered from the phone, the front desk, my therapists and the management were all top notch. Vanessa provided me with the best deep tissue massage of my life! Jenny custom made a facial for me to work around my skin that had a little too much Phoenix sun. Both Jenny and Vanessa are truly gifted in their fields. I was treated so well and I cannot thank you girls enough:) Zuilly at the front desk was a sweetheart to deal with. Alyssa, the manager was phenomenal. Not only did she go above and beyond to help with my special requests, she made me feel completely at home, like I was a welcomed regular guest. That rarely happens, especially when a facility knows a client doesn't live in the city. I will be coming back to Phoenix and I know everytime I am in town I will be making a stop at Massage Envy to visit the girls, enjoy some services, and walk out feeling relaxed, renewed, and refreshed. Thank you ladies for providing a friendly, sparkling clean, well organized environment with fantastic staff. I will see you again very soon:) PS the little touches, like the note Jenny left on my suitcase wishing me safe travels really is a rarity and I fell so blessed to have met such great humans while in Phoenix:) Thank you for...