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September 2024 by Lashae Taylor
Very professional, nice lounge, diamond did my facial and I was glowing when I left, Maria did my massage and it was so amazing! Highly recommend.
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June 2024 by Selam G
I have been a member for over 10 years. This time I called at 1 PM to see if they have same day facial appointment for myself and my friend, I told them I want to gift my one of my sessions to my friend. They said they have availability at 3 and 3:15. I had to call back in few minutes to reschedule due to conflict. I was informed I will lose both sessions and I can’t cancel because they have already booked the staff and can’t rebook them.(the appointment was in two hours). So I decided to go to the appointment with my mom. When I got there, there was only one esthetician. And I was informed, we have to do the appointment one after the other. I couldn’t make my mom wait for an hour for me to get my facials done, so only she got one and we left, I have unused sessions that could be used but they charged my card. I spoke with assistant manager Aisha who was very rude and unprofessional, with no solution. I responded an email from improvement email account and after I explained in the email my dissatisfaction, I got an email that says I am blocked.
The front desk was professional and she listened but stated only manager can rectify the situation. This was supposed to be a relaxation session, but is more of a headache that costs a lot.
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June 2024 by Wanda DiGregory
Trying to cancel has been a nightmare. I have 8.5 credits and need to use in 60 days before I can cancel! Not happy if I had time I wouldn't have credits.
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May 2024 by Carly Saxton
I’m writing to warn others about becoming a member of this franchise location. I am attempting to end my membership and getting the run-around. They seem to be intentionally making it difficult for me. I need them to email me a form to submit, but they refuse to send it. They told me it would take 10-14 business days to receive the form. Even after waiting the specified number of days, I haven’t received the form — after which they’ll make me wait 30 days to process. Beware of making any financial commitments to this location. I advise exploring other Massage Envy locations for a membership.
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February 2024 by Chantel W.
do not get a membership with this location or corporation ! absolutely horrible service from "all" aspects. their rating is minus -20 filing a complaint with bbb and consumer protection agency.
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January 2024 by Anthony M
They cancel your appointments for no reason, then still try to charge you when something happens on your end. Don't even bother getting a membership as it's difficult to cancel. I've been a member for years, but won't be anymore.
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January 2024 by Jeff S
Massage Envy's membership is ridiculously difficult to cancel. The account management person never returns calls or answers her phone. I finally got an employee to cancel the membership though they said it would take 10-15 days just to get an email to let you confirm you wish to cancel (likely hoping you'd forget about it and/or let them charge you for another month). The fact that it takes 10-15 days just to receive the email is mind blowing on its own.Do your research before you sign up for a membership - they are getting sued in Illinois for this exact reason.
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January 2024 by Crystal Harris
Fourteen minutes before my appointment was to begin, I get a phone call telling me that my massage therapist was running at least 30 minutes late. Of course I was already on the way. When I walk in there is no apology. No enhancement for my inconvenience. Nothing. I’ve been a member of ME for about 10 years and never before have I experienced something so unprofessional. This is a terrible location to visit. Don’t waste your time.
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December 2023 by Yvette Brunson
Please do not go to this location, this location does not answer the phone and voicemails. I tried canceling my appointment weeks in advance.
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December 2023 by Ricki Barnes
Hi all. If i could i would rate this location at a zero but due to google you have to select at lease one star. Please note these review might have been in the beginning of this location opening but as on the year 2023 this location is very unprofessional, unorganized and definitely do not care about customer service. If you have issues with your packages and payments, no one even the highest level of management will call you back. The account manager is a liar. She has told her boss that she sent emails when she did not and to top that off the manager will not return your call to confirm receipt of an email. When you call the line it indicates to select 4 for the billing issues but that line just rings and takes you to a voicemail that clearly never gets checked.
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October 2023 by Monique M.
I recently received a massage at the Arundel Mills location and was surprised to find an additional fee on my account a day after my appointment. I inquired about a $10 fee posted on my account and was told that the fee was charged because I made an appointment at a location other than my home site. I was never told about the fee before my service or when I made the appointment; therefore, I should not be charged. The manager, Christy, was very unprofessional while taking over me. She rudely mentioned that the home location should have told me. I reiterated that the home site denied knowledge of a $10 additional fee, and they directed me to call the location where the fee was charged. I've been a long-time member of Massage Envy, and no one has ever mentioned this. The quality of the brand has gone down. I don't feel valued as a customer. I was charged a fee without them disclosing it, and they were unapologetic for charging the fee, although they did not disclose this information beforehand. I asked for the corporate number and was placed on hold for a long time while she claimed to be looking for the number.
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October 2023 by Essence D.
I have been to this location several times to get a massage and never leave feeling relaxed or feeling any less tense than before I came. It seems as if the massage therapists are just rubbing oil across your skin without applying much pressure. Even after letting them know that more pressure is desired and can be tolerated. If I wanted oil rubbed on my skin I can do that myself. I get a massage to relax my muscles and relieve any minor discomfort o May have at the moment. I'm not sure if it's like this at all of their locations but I would not recommend the Arundel Mills location. If you choose to visit this location, book with Michaela. She is the better one of them all. She does try to go deeper for a little bit when asked. The services are never for the time mentioned, whether for a massage, facial, etc. It's always short 10-15 minutes. Also, it's very hard to get an appointment unless it's booked months in advance.... even having a membership. Positive- The reception area and service rooms are very clean
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September 2023 by Lynette H.
If I would have known back then what I know now, I would have NEVER signed up for Massage Envy, especially the Arundel Mills location. For over the last year I've been unable to use my credits. I have close to 30 massages and my boyfriend has over 40 massages. The turnover is horrible so my appointments keep getting cancelled. The front desk attendants don't answer the phones so if you need to make an appointment you have to physically go to the location. I log onto the website and it shows I have never had a massage and I have nothing booked even if I do have some scheduled, so that is useless. I completed the survey that is sent out after the massage and I provided feedback, but nobody ever contacted me about my concerns. The communication is HORRIBLE. Even the massage therapists complain about management and how the place is run. Now I see why they leave as well. I was there about a month ago asking to put my account on hold because my appointments keep getting cancelled. The ladies at the front desk don't know how to do that. So once again, I'm paying a ton of money each month just to never use it. Also about 8 months ago I expressed my concerns about a specific therapist and explained that what he was doing was inappropriate. I was just blown off and they never even wanted to know what happened. Come to find out that the therapist was later arrested at the Arundel Mills location due to sexually assaulting a client. I have been in contact with a lawyer and will be calling the Better Business Bureau. This location told me that I will never get any type of refund and if I cancel my membership I lose all of the massages and money I put into this. If you want to go to a Massage Envy, please avoid this location.
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September 2023 by Opeyemi Akinyemi
Never enough scheduled therapists and locations..
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September 2023 by John Harper
Not what it used to be.
