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December 2023 by Nunya Bizsucka
I've been here multiple times in the past few months, and this review is more so regarding a person than the establishment as a whole. I've had the experience of being greeted by men and women alike, and worked on by both men and women too. I've had great service. But it's about the third time now that I have to deal with Allan. I say deal because his attitude and demeaner from the moment you walk in the door are far from welcoming. Usually i get greeted on the way in, but when it's him he just sits there on his phone, and won't make the effort to speak to me until I have fully approached and am standing right in front of him. I've waited behind other customers before just to have him sit there on his phone after he's done with them and not acknowledge me over to be helped. I enjoy coming here, I do. I pay $85 a month for a membership, but when i have to walk in and i see Allan working I honestly want to walk out.. and not only is he rude to me the customer but I've seen him be rude to his coworkers. He speaks down on everyone, and seems to be on a high horse of himself. I don't know how this guy still has his job. I may just ask to speak to a manager next time because I'm just about ready to cancel my membership. I come here to relax. Not to be put in a bad mood by some guy that's full of himself. I don't know the girls names that usually work and ill be more mindful to remember theirs next time since theyre always so nice, but ALLAN definitely has made an impression. And not a good one.
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November 2023 by samuel johnson
Not reliable on service duration or quality.
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July 2023 by Deana Alonso
The massage was great! But the carpet in the entrance was dirty, I seemed nobody had vacuumed or swept in days! Sad that the girls in the front did not care at all when I mentioned it!!
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June 2023 by Danielle Edwards
I have a subscription with Massage Envy. My partner and I got a couples massage for the first time and it was amazing. One of the best experiences. Our therapists were very intentional with their technique and catered to our bodies.
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May 2023 by Paige Pulver
purchased a month to month membership - was not explained how the membership works, was charged 185$ for a 60 min massage. do NOT get the membership.
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May 2023 by Paula Alegado
The customer service in this location is terrible. Read other reviews prior to even considering booking. This location cannot even make your appointments right, which is unfortunate.
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March 2023 by Kmhr
Masseuse were great but overall would not recommend membership. Appointments are hard to come by, get canceled last minute and the customer service is not the best. Their online booking system is faulted yet there is no concern when you mention there is mistakes on their end. I was told I had credits left and after an appt was told I did not and had to pay. There was no way I was told of seeing what I paid for and what I was used. I don't feel welcomed when receptionist are on their cell phones when I am checking in or checking out, that should be saved for break time not while on the clock. I am disappointed it did not work out, there were too many things that did not go right.
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March 2023 by Gigi
Masseuse were great but overall would not recommend membership. Appointments are hard to come by, get canceled last minute and the customer service is not the best. Their online booking system is faulted yet there is no concern when you mention there is mistakes on their end. I was told I had credits left and after an appt was told I did not and had to pay. There was no way I was told of seeing what I paid for and what I was used. I don't feel welcomed when receptionist are on their cell phones when I am checking in or checking out, that should be saved for break time not while on the clock. I am disappointed it did not work out, there were too many things that did not go right.
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March 2023 by CARLA CADENAS
Ask for Sasha...she's such an awesome esthetician. All their employees are really sweet and kind to their customers.
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February 2023 by Mary Munoz
$300 in gift cards.. Appt made around noon for me at 10am the next day and my spouse at 11 am. Showed up for mine and was told that spouse canceled cause masseuse will not do men due to religious beliefs. We came together (both in our 8o’s) and only one car. Informed me that receptionist not informed and apologized,. Cannot reschedule as live in Wyoming and flight back is next day. No ME where I Live.They have black listed me due to my anger and after reading the reviews I can understand why. Not the only angry personSo why does a hands on service business:Hire a person who will not provide a hands on service to a maleNot inform their employees, especially those scheduling appts, of this policyNot give us the courtesy of a timely phone call to inform us. We got home at 11am and found a msg at 10:54 re cancellationAfter the fact since we had all ready been told when we showed up at 9:50am but not before.A small plus, when I made the appt in person the day before there as an opening for a facial and I took it. Very enjoyable but not enough to make of for the incompetance
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February 2023 by Ruth Clayton
Great therapists but terrible customer service. Cancel appointments without warning and fewer therapists available. Don't recommend this office.
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August 2022 by Joy Dominic
I wanted to leave zero stars but there is no option for that. TERRIBLE customer service. I made an appointment at 6:00 P.M. on a Tuesday for a full body massage. That Tuesday, I thought i was running a few minutes late so i checked online and it said they close at 9:00 P.M. weekdays. Great I thought I will be there right on time. When I arrived, I also checked the closing times on their door and it confirmed that they close 9:00 P.M on weekdays. I was then given a sheet to sign and led to the massage room without any further mention. After barely starting the massage the therapist goes like I cant continue because they don't allow us to work past closing time of 7:00. I replied that online and on the door the closing time weekdays is listed as 9. You have to speak to the front desk she said. Well the front desk was not just useless but also rude. The lady insisted they close at 7 even though I pointed out the 9 PM closing time on their own door and online. Sorry we close at 7 was all she said. Well no worries cause I am never coming back. Told all my friends and family. Ripped me off of a one hour massage! Save your money honey you work hard for it.
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August 2022 by Sandee A
I just wanted to take a moment and acknowledge and thank the manager Imani and her staff for their compassion and genuinely caring. Today my our daughter received tragic news while shopping next door, she was devastated, overwhelmed, in shock and distraught. Imani brought her inside to her office and reached out and called to us to concerned about her being upset, alone and didn’t want her driving and asked if we could come get her.. she let her stay in her office until we arrived. I’m not sure why the bad reviews for customer service because I haven’t personally had service there but if what those ladies did for a perfect stranger is any indication of how to treat others - then that’s how it should be done. Thank you Eastlake team Massage Envy for what you all did today, caring and going the extra mile, it means so much. Blessings
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August 2022 by Shandra H.
I'm a pre-paid member with about 10 services left to use. Today, I was unable to make my facial appointment and thought I would be able to transfer it to a friend only to discover that I couldn't, 'because it's a Member appointment'. My friend was there at the location ready to go and was turned away without services. I left Church and went to the location hoping to resolve this issue and was truly disappointed that they were unwilling to accommodate her. We were unable to speak to a Manager and Sirin at the front desk called security. This was so unnecessary and a poor way to treat 'A Member' and a potential member! Overall I would give services here an average rating of 3, but the customer service is bad. I have experienced these ladies checking in the wrong person on two occasions and even allowed someone to use an appointment that was not scheduled for them. So when Amy came in they politely told her that 'Joe' is taking your message. Amy was like, 'Who is Joe?' and when she became upset. They asked her to leave. I have not returned here since. So disappointing.
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May 2022 by Dey Johnson
Literally never answer phones so if you need to check massage credits, schedule, add a session, move a session. Goooood luck.
