Massage Envy — Local services in Snellville

The service and staff have been wonderful to me over the past few years that I've been a member. The massage therapists who I've seen have helped me immensely and to that I am thankful. However, keep in mind that these locations are franchised and each location operates differently based on the franchises practices. I think the staff are wonderful but the business practices are not.

I recently got married back in September and was tight on money and requested that my account be frozen. I was made aware that this location practices a policy that you can't freeze your account unless you have more than ten credits. I made the associate aware that I was in a tight position financially and wouldn't be able to make the payment, she did make me aware she would put a note in the system as to why I wouldn't be able to make the payment. They took the money out of my account anyway.

A month later after contracting Covid-19 and being out of work for 6 days money was even tighter. I decided to just cancel the service and take the bullet by losing my credits. Monday the 22 I called to cancel my account but was told I would be unable to use my credits but if I wanted to use my credits before I canceled I would need to pay the 75$ membership fee for that month. I declined and requested the membership be canceled. Two days later when I borrowed money to pay my car insurance bill my account was charged the 75$ because I had not yet signed the paper work to end my membership. They didn't send the paperwork by Email until after the money was pulled from the account around 10 am. To be clear I requested a cancellation and they got back to me two days later after they received the money. Whether it was intentional or coincidence I have no proof but the timing was certainly beneficial to them.

I requested a refund after the money was taken from my account stating that I requested the membership be cancelled. However, I was told that I had yet signed the paperwork to cancel and that there was nothing they could do. One associate actually told me that she recommends customers don't put money in their account when attempting to cancel a membership, and they go in person so it all gets done in one go. I honestly just didn't have the gas money to drive there. Furthermore, upon talking to an assistant manager I was told that there was nothing they could do. I could either keep the membership or cancel and lose 135$ worth of credits. No refund could be given even though they had notes in the system that I was attempting to cancel my membership before the money taken from my account.

Essentially I feel pressured, ill informed, and swindled. The service is great and outstanding but the business practices are not. I was able to borrow more money so I could be insured for my car but now I'm twice in the hole I was in before. I reached out to these people in a moment of need and anxiety and they just took my money anyway. I can't recommend this location to anyone wholeheartedly but there are some great people who work here. They're just a business first and value your money over...

TL/DR: unwelcoming receptionists and the least effective massage Ive ever received.

To say I was disappointed with my visit would be a vast understatement. To kick things off, when I entered the establishment the woman at the front desk was on the phone and did not even look at me or acknowledge me in any way. I sat down to wait for her to finish her phone call so that I could check in. Another employee walked out, looked at me (again did not say anything), said something to the receptionist and went back into the back. About 2 minutes later the woman came back out to the front (apparently she was also a receptionist), and still did not greet me in any way. A customer exited the back and went directly to her to pay. While he was paying another man walked in and got in line behind him. I ended up having to wait behind both of them. When I finally got up to the desk, she asked my name then handed me an iPad to fill out a questionnaire (the original receptionist was still on the phone at this point ). I filled out my questionnaire and after about 5 minutes my masseuse came to get me. She seemed nice and asked where my problem areas were. I explained my needs and that I would like firm pressure (I’d scheduled a deep tissue massage) and she said no problem and to get undressed and lay on the table and she would be back in 5 minutes. Less than 3 minutes later-mid undressing- she tried to walk back in and I had to ask for more time. Once the massage finally started I was perplexed to feel rubber gloves on her hands and then I spent most of the time wondering when the firm massage would start. The vast majority of my time she spent on my back she was simply stroking up and down- no deep tissue anything. The first knot she found in my shoulder received a quick squeeze and was never touched again. I’d requested the focus to be my back, and she spent half (if not more) on my lower legs. I did leave a tip for Ria, because I understand that it is an industry standard and the employee’s depend on that additional income. That being said, I will never go back to massage envy. I felt worse afterwards and throughout the rest of the day than before I went in. Worst...

If they could get it together, it wouldn't be so bad, but they are short staffed up to the management level. I've been there several times and have never seen a manager, though I've asked. When I signed up for the membership, I explained that I lived closer another location and they said making appointments at that location would be easy and convenient. But when you call the other location (Scenic Hwy location) it just rings and rings and no one answers the phone. EVER. Not Monday- Friday. Not Saturday or Sunday. Then on the voice mail they ask you to leave a message or text and they don't respond to either. I had to physically go into the location to ask why they don't answer the phone or returns calls or texts when messages are left. They explained they are short staffed and actually gave me ANOTHER NUMBER to call that's different than their adversitied telephone number. Super weird, but okay. No manager on staff and the person booking the appointments was waiting on several people, so they are very short staffed. I just wanted to make an appointment. So i did, but not for anytime soon because they're booked up for the next 2 months. I came back another time and had another issue and asked for the manager again only to be told they, again, had no manager on staff. I could not make any appointments over the phone at the location nearest to me and had to go to a location that's 30 minutes away for the majority of my membership. They ended up extending the membership due to me being unable to make appointments and having to constantly go to a further location so that I would be able to use the packages that I had already been charged for 😵‍💫, but the inconvenience was insurmountable. AND I found out that if it don't leave cash for the masseuse they TAKE A % from their tips!! I don't like that! I'm giving 2 stars because the massages are great, but the customer service leaves something...