-
March 2024 by Ernesto Cowley
Buyer beware!!! Do yourself a favor and do not sign up for a membership here. They will charge you month after month but you will not be able to book the massages you paid for because they cannot keep up with the demand. I finally cancelled the membership and I had to leave a few thousand dollars in unused massages on the table. This company's business practices needs to be investigated.
-
December 2023 by Cassee Colson
The therapist here are great, but there are always issues with scheduling. One time i was given the excuse that my appt was canceled and they called to leave a voicemail that i never received either of to let me know, this was after waiting for months for an appt. And again they cant seem to get it right. I booked months out again so i could see the same gal and they booked me with the wrong person and i found out the day before my appt. Then told sorry for the confusion ? what?! This place has gone down hill drastically
-
December 2023 by Sandra Buxton
This location is the worst! You can never get anyone on the phone!
-
September 2023 by Mike Walter
Horrendous customer service and disrespectful staff, especially Brooklyn who I spoke with on the phone from this location. I will be canceling my membership — too many other competent options out there that will gladly take my business.
-
July 2023 by Billy Nowlin
I would give zero stars if I could. Due to severe thunderstorm and "apple size hail" warnings I received on my phone, I called to cancel my appointment. I was told that I would be charged a 50% fee for cancelling same day, even though hours earlier when I made the appt I was not notified of this. They did not care. I find unprofessional that they would charge a cancellation fee that they never notified me of and especially when its due weather like apple size hail. I can't believe Massage Envy would rather make a buck then care about the wellbeing of their customers. NEVER returning.
-
July 2023 by Google user
I would give zero stars if I could. Due to severe thunderstorm and \\\"apple size hail\\\" warnings I received on my phone, I called to cancel my appointment. I was told that I would be charged a 50% fee for cancelling same day, even though hours earlier when I made the appt I was not notified of this. They did not care. I find unprofessional that they would charge a cancellation fee that they never notified me of and especially when its due weather like apple size hail. I can't believe Massage Envy would rather make a buck then care about the wellbeing of their customers. NEVER returning.
-
May 2023 by Kelly Roy
I'm sadly getting pretty fed up with ME. I've been a member for several years, even opted to keep paying for my membership during COVID lockdown because I wanted to support the business and not see them shut down.The management continues to make several changes to their policies making it so members cannot book appointments with their favorite providers. Management only allows members to book two months out. I used to be able to book several months out.When I go to book within their new two-month time frame, everything is already booked solid. I was told over the phone I'd have better luck booking via their website. This is incorrect because even on the website, I cannot book anything beyond two months, and all slots within that period are not open.The ONLY time I'm seeing possible openings is the week of. So, if you're in the mood for a massage THAT week, you might get an appointment. MIGHT.Your only other option is to get on their waitlist. Who wants to waitlist a massage? "Hey my back is killing me right now. Let's see if I can win a time this week even though I'm paying a monthly fee for a massage every month."I'm really disappointed. I keep hearing staff shortages as an excuse, but I more suspect this business is purposely keeping their staff low and membership high and reaping the rewards of having members pay a monthly fee that they never get to utilize.Think twice before opening a membership with them.The masseuses are GREAT. The management and company policies? Horrible.
-
May 2023 by Kayla Mally
The management here is so poor I am flabbergasted. My husband went in with a gift card, and our credit card was charged after his service. When I called, the FDA could not locate his appointment and said a manager would call me back. I never received a call back.So I called again and the FDA helped me for 45 minutes and said she finally found what I was looking for and the refund would be issued. We got a SECOND charge to our credit card. So I went to the location and the staff were as helpful as they could be but could still not locate the appointment. They left a note for the manager to call me back and, once again, no call back. We are going to dispute the charges because at this point it’s clear the manager is of no help.
-
May 2023 by Paige Kearns
Don't bother going here and definitely don't get a membership. Never any open appointments, terrible policy for ending a membership- have to use any accrued sessions within 60 days, but no appointments available ? - Leave voicemails for a call back cause no one answers the phone, and no one ever calls back. Raise member rates all the time.... I could go on and on.
-
March 2023 by Albert Straub
The masseuse was very knowledgeable about human anatomy. Spot on at identifying which muscle I pulled.
-
February 2023 by Melissa Rivera
Horrible customer service. They never answer the phone and charged me a no show fee when I gave them 2 voice-mail and responded to their text reminder that I needed to reschedule BEFORE my appointment. I also called the office numerous times with no answer. And the only way I got a hold of them to begin with was to walk in. Absolutely horrible!
-
January 2023 by Jim McKenzie
This place is a joke! My wife daughter and I had memberships for years. They push memberships and you can’t get appointments because they leave times open for non-members, and when you had appointments they’d cancel without notice. We canceled on 2/28 and ME kept billing my credit card, finally in November they cancelled our memberships after we changed the CC#. This place is the worst excuse for customer service I’ve seen, Front Desk staff is rude and as long as things are fine they are fine. When I tried to cancel membership they were rude and had major attitudes after they told me it would take 3 months to get a massage. If I could give a 0, I would, you don’t need this problem.
-
December 2022 by Adam Newell
This store location is awful I tried to ask for transfer papers to get transferred to a different location for more than 5 months and nothing got done or handled correctly I had about 17 and a half credits which values at least $1,200 worth and I went to a store Massage Envy over in Citrus Park Florida and I'd have to update my info and they would charge my card to get my account back on track I can't choose a date for them to choose my card for me to use my credits I've already paid for those credits and I should be able to use them regardless if I still have an account or cancellation trying to get a hold of a manager or the person that runs that store that's high up is really hard to get a hold of I've been trying for 5 months or more to get transferred papers nothing's been handled I'm upset and I think this store just stole $1,200 from me bad way to run a business
-
October 2022 by Jen R.
I have found this is one of the better ME locations/chains in the Denver Metro Area. The front desk is hit or miss, do not expect any decent service, communication, or following through. Once I adapted the low expectations of the front desk staff, I am able to say the therapists are fantastic at this location. It is rare to find your favorite massage and esthetician at the same location who also do not over sell you in products. I know from experience, this location had a severe change of staff and it is getting/has gotten better since COVID. Their new store manager seems to be great and their staff like her. I feel comfortable under her leadership to rely on the staff to follow through with any paperwork or appointment requests.
-
October 2022 by Stephanie
Confirmed appointments are always getting canceled with no option to reschedule for more than 30 -50 days. they are clearly selling more memberships than they can accommodate. Due to this, between my sister daughter and I we have 70 massages built up in our accounts that we can’t even use! and if you try to cancel your membership you must use them all in 60 days or you lose them…but they have no appointments to book so what’s a person supposed to do?
