Massage Envy

Mary

I scheduled a 90-minute massage on 8/22/22 for relaxation. The first 30 minutes went very well. It fell apart after that. My therapist was great! It was the aesthetician and her client in the neighboring room and management that made my visit extremely unsatisfactory. The neighboring room was divided by an accordion partition wall (not a solid wall) which I knew could pose a problem but was hopeful no issues would arise. 30 minutes into my session, an aesthetician and her client entered the neighboring room and they NEVER stopped talking. I get a conversation is needed but it was not all about getting it facial, nor was it done quietly. I heard the entire conversation which turned into a personal conversation because they realized they know some of the same people. This went on for about 7-8 minutes I'm guessing before I said something to my therapist who stated that I was not the first client to complain about this. After a few more minutes I asked if she would knock on the door and ask the aesthetician to please lower her voice. It sounded like they were in our room and there was no wall in between. Instead, my therapist asked management to say something to her and I was appreciative of her efforts to help restore a relaxing massage. When she returned to my room I turned the white noise app on my phone (why would a client even have to consider doing this????). Another 5-10 minutes went by and the conversation level had not gotten any less or quieter. So I called the front desk and talked to Jasmine, shift manager, while lying on the table. Jasmine said that a note was placed under the aesthetician's door and I replied, "she clearly hasn't seen it". Jasmine said she could not knock on her door because she could not disturb the session. I replied, "but my session can be disturbed and it's ok". After a few more minutes, I could no longer take it. I was furious!! What was supposed to be a relaxing massage turned into what felt like break room conversation occurring in my room and management was okay with this. I got dressed and one hour had lapsed. Remember, I was there for a 90-minute massage. Once I got to the front desk I spoke with Jasmine and Jennifer, a district or corporate manager. They knew I was upset. I stated I would pay for the first 30 minutes as that was satisfactory (yes, I was willing to compromise) but I asked for credit for the disturbed 30 minutes and the 30 minutes that was unused. I was told I would be charged for one hour because that is how the therapists get paid and they had to treat the session as if I was cancelling it. I DID NOT CANCEL!!!!! The loud breakroom like conversation cancelled my session. I asked for a credit for a future visit which seemed totally reasonable to me. NOPE!!! That was NOT provided either. I was told I get could a free enhancement my next visit (which averages around $15-$20). OH MY GOSH!!! Seriously! A free enhancement? I never buy an enhancement so providing this as my token was a slap in my face. By the way, year-end 2021 Massage Envy had a gross profit of $80,199,048 and Jennifer is more worried about making sure she gets her money for 60 minutes than my customer satisfaction. I have been a member for many years and NEVER have I once thought about walking out!!! Lastly, I asked if an aesthetician needs to talk during the entire facial then why is she placed in a room that does not have four solid walls. Jennifer said, "because that's the room the aesthetician likes to be in". Really!?!? Come on management! Think this through! Your customer's satisfaction should truly matter but it did NOT today!!!!!!!! And for the record, I did tip my therapist for the full 90-minute session because this was not her fault! I did my part but management was truly unwilling to do theirs!!!! I have emailed the franchise owner twice now without a reply. Pathetic!

Ciera Shannon

The staff is really nice. The massages from my experience have been a bit and miss. My last therapist has been great!

Jeff

EJ is a great asset to your company.

Jessica Smith

SHAME on the management of THIS establishment showing no consideration for kids in non Air Condition cars with windows rolled up for over an hour!