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March 2024 by Rosemarie O'Connell
I will post a very poor review if Corporate Management does not do the right thing and return at least 2 of my 2 1/2 treatments not used because I was Never notified of the Medford location closing. I did take a picture of the door stating they were closed permanently. This was on the date of my appointments. Sadly disappointed! Please send this review to the highest person involved in such dilemma s. I thank you sincerely. ???
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March 2024 by Nicole T. Aboujaoudé
I have been trying to cancel my membership for over a month. As soon as I sent in the cancellation form, they stopped responding to my emails. My card was then charged again, so I followed up reminding them my membership should have been cancelled already and that I expect a refund for the last charge. They still haven't responded, so I am leaving this review in the hopes that they will see it and decide to do the right thing.My experiences with the massage therapists, have always been great. The monthly fee just became too expensive, and after this experience, I wouldn't go back to this branch just on principle.
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March 2024 by Alexa Brierley
I did find a massage therapist I like & have been going for a year. However their booking system and staff are not up to par.Over the last two months my appts have been cancelled without notice. I even arrived to my “appt” this week and was told I didn’t have one. When asking for staff to assist in trouble shooting why this was happening. They were absolutely useless, did not offer any follow up, did not apologize, didn’t offer to rebook. Just absolutely annoying.Do better.
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March 2024 by Virginia Brown
Front desk staff were all rude but my message therapist was good. I really didn’t feel as if it was worth the cost since I am not a member. The room was freezing.
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January 2024 by Jasmine Looney
My experience with my therapist, Ines, was wonderful. However, the manager was extremely rude and abrasive. I had an appointment scheduled for the previous week, and on the day of I got sick, and therefore was unable to make the appointment. I called to cancel, and after asking if I would be charged a fee I was told that if I cancelled there would be a 50% fee, but if I rescheduled there would be no fee. After hearing this, I rescheduled for the following week. Directly after rescheduling I saw that I was charged 50% of the cost, so I assumed this was to prevent any further cancellations. I went to my rescheduled massage and had a great experience with Ines, but when I went to check out, the receptionist told me that I owed the full amount. I explained that I had already been charged for half and had been told on the phone that there would be no fee. The receptionist went to get the manager, who I then heard loudly complaining about me, saying that I am “not even a member” and “didn’t keep the same therapist” (never once was I told that keeping the same therapist could be a requirement for rescheduling). They both then came back to the counter, and the manger rudely told me that “their rules are their rules,” and cancellations within 24 hours get a cancellation fee even if they are rescheduled. I told her that this is not what I was told on the phone, and that I probably would not have rescheduled if I knew that was the case. Very upset with the way I was spoken to, especially since I was going by the information given to me by whichever receptionist I spoke with on the phone. If this is the customer service that Massage Envy provides I will not be returning.
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October 2023 by Genevieve Goodman
Only giving it two stars because the esthetician was great the first time I went. I’m a teacher and around 2 I started feeling really under the weather. I tested positive for COVID two hours before the appointment and they still made me pay 50% cancelation fee. This is ridiculous and there should be an exception to this policy, I cannot predict illness 24 hours before or even 12 hours as they told me on the phone. Really disappointed because I was planning to just reschedule but I will never go to this company again.
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August 2023 by Victoria Gurrola
Facial was great, but short, they cut my time by nearly 15min. I called and said I was using the last appointment from my membership after I cancelled it. They told me on the phone that they could use it there since I was coming from out of state. I was unaware that you have 30 days to use your last appointment but I thought they checked when I called weeks in advance on the phone.They did not and when I got there they told me I didn’t have credit so I said then I’ll cancel but the lady said I’d still have to pay for the appointment because I booked it. Which she waited 15mins into my appointment time to tell me that! So I paid full price for a facial that was so short. Super annoyed with this staff. Besides the facial masseuse.
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July 2023 by ailin rodrigues
Terrible experience, terrible customer service, don’t go here. I left in pain, the room was freezing cold, the massage super rough, I was in pain tensed and was not relaxing at all.
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July 2023 by Anne Pollard
Justine is amazing!! Great pressure and customer service. The front desk ladies were professional and very helpful in fixing my membership snafu from another location.
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May 2023 by Brianna Ribeiro
Super friendly, on time and great facial!
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April 2023 by Christine Corallino
Easy check in and out. Nice and relaxing experience.
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July 2022 by Nancy S.
Terrible, unethical, thieves! I bought my niece a gift certificate for facial and when she went to redeem she was told that there was no money on card! Imagine her and my embarrassment. I went there with my bank statement showing the $120 dollars I spent and also there wasn't any previous appointments in their books for niece! Staff said I have to speak with manager. I called later that same day and told manager I was coming in. The door was locked. When employees saw me they all went to back room and wouldn't open door even though I knocked repeatedly! I couldn't believe it! Thieves and incompetence. I will be calling cooperate. NEVER go to any Massage Envy franchise.
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July 2022 by Alyssa D.
Saugus, MA. Wish I could leave 0 stars. I was given a gift card for a full priced facial with a promotional card for an additional 60 minute facial. I had my facial then was told there was $0 balance on the gift card and the promotional card had been used. Had been used? This was given to me as a gift less than 30 days prior. Despite trying to work with the staff, show credit card statements from my family member, and explain that somehow this was unfortunately a mess up on their end, no refund was given. $120 was essentially stolen from my family member. Never going back ever. Terrible, terrible customer service.
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July 2022 by Rose D.
Saugus, MA Horrific place. Buyer beware--- bought gift cards for someone and when they went to use it had zero balance. Horrible staff, horrible managers that do not know what they are doing. Awful. Will never go back.
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July 2022 by Maria Castiello
Purchased a gift card only two days ago and found out the person who the gift was intended to has free massages through their insurance. Massage envy does not offer this. They will not return the gift certificate. I paid with My credit card, I have the receipts. There should be no reason why I can't get a return for a purchase like any other purchase.
