Massage Envy — Local services in Riverside

On today's date, I received a call from this location asking me if I wanted to book an appointment. I told her no, but then I asked the young female who called me if she had the couple's room available, she checked and stated that she did for two appointments at 9:00 am. She mentioned they would be with therapist Alexis and someone else. I asked her if Elena was available and she told me yes, I asked her if she had a 60 min or a 90 and she told me Elena could do either. I told her I had to check with my husband and I would call her back. Within 2 mins I called the location back and another female (later identified herself as Melissa the Manager) answer the phone. I told her I would take the appointments. The female told me that Elena had only a 90 min not a 60 min, and that Alexis had a 60 min. I asked her if she would still keep us in the couple's room she said yes, but I would have to wait for 30 min there laying in the room until the 90 min massage was over and the therapist could step out so I could change into my clothes. Even though that was not the information the other female provided in the first phone call, it would not be a problem and I went and booked the 90 min massage for my husband and the 60 min for me. A few minutes later, I get a call from Melissa and she stated that we could not use the couples room. I was upset and requested to speak to the manager, which she stated she was the only manager, and there was no one else to talk to. I was very upset because of all the wrong information. Melissa the manager was rude and did not offered any compensation for all the wrong information given to me and of course lied and sided with her employee who talked to me, instead of being a bit more comprehending and apologetic. That is not how you run a business nor how you should handle things as a manager. This is not the first time, in a few occasions they have canceled my husbands appointments upon getting there because their therapist called in or was late and there was no compensation of any kind. On another occasion they canceled the couple's massage that I had scheduled for my anniversary or for Valentine's day because their therapist had called in, and again no compensation of any kind for the inconvenience. Since I am a member already, they don't care and they do whatever they want, because I am already paying a monthly fee. This is very unfortunate because their therapists are the best, and it sucks that I will have to go visit another location because the personnel in the front lobby can't pay attention to their job and provide wrong...

Y’ALL LOOK! PLEASE BE CAREFUL AT THIS LOCATION!!! I’m a 36 year old woman & all I wanted was to enjoy a relaxing spa day before my birthday this weekend.

So basically when I booked, I was asked if I had a preference & I specifically stated I wanted a Female massage therapist to book my massage with. So boom…Now I’m scheduled for a one hour full body massage! Everything is cool & I arrive the next day for my scheduled appt. (7/26)

I am not a discriminatory or a hateful person in any way. I accept whoever for whatever…I never trip on nothing. However, I am not comfortable with men or a biological male touching my body for what I feel to be an intimate setting unless it’s my man. That’s just period. And a full body massage is as intimate as it comes.

For some reason during my massage, I began feeling uncomfortable. It was legit an eerily disconcerting feeling I felt. So after the session ended now I’m walking down the hall…why I see my masseusse in the hallway face to face, & that’s when I peeped, this might be a man! Like be for real! I was in shock! Lightweight livid! Because WTHeck?! I didn't know what to do, how to react, who to talk to or nothing. I have no problem with transgenders, but I don’t want any transgender men giving me a massage. Not to mention I was informed my therapist was a female.

I spoke with the assistant manager the next day and the complacency, non-chalant response, and smug attitude was beyond me. She unapologetically told me that they assign therapists “based on how the masseuse identifies their gender in their paperwork.” I feel lied to, betrayed, and seriously violated. I am undoubtedly upset over this! I literally can’t stop thinking about this. It’s crazy to me that they didn’t even give me the option to go with someone who isn’t transgender. So heads up…If you go to this place, make sure you speak up and be vocal. Especially if it is important & matters to you whether your therapist is a biological...

Horrible experience with management. Ariana (assistant manager) is the worst and has no integrity. If she promises you anything, make sure that you get it in writing. I've tried canceling my membership multiple times due to medical issues. At first she says she can cancel for me. Then she says she can't. She said she can only temporarily freeze it. They froze it for a short period of time but continue to charge monthly. Still had the medical issue and unable to use. Was charged monthly.... Sometimes twice a month for a membership I couldn't use. Towards the end of my year membership, Ariana promised my card would be no longer charged because my contract was coming to an end. My contract ended and I still got charged... but this time almost $10+ more ($70)!!! I called Ariana who is the one who promised me my card would no longer be charged. She said that I had to fill out paperwork first and I couldn't not receive a refund. I filled out the paperwork and emailed it to them so I could at least stop getting charged. 3 weeks later my card is charged AGAIN. They charged my card TWICE in July when I was not under contract with them... when I've repeatedly expressed not wanting the services anymore. This second time Ariana claims to never have received my email with the cancellation document. I send it again! She confirms receiving it this last time but again says I will not be refunded my $70 and that I have 60 days to use any credits I have on my account before they're all lost. Now I'm forced to rush and get all of these services within a short period of time because they refused to refund me. It was not relaxing at all. It was actually a very stressful experience. Stay away. Soooo unethical, rude, and unconcerned with clients health, and well-being! Get ANYTHING promised...