ComplaintsforMassage Envy
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/07/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
on 8/31/2022, Massage Envy in Monrovia CA sold me skincare products and line that was highly recommended by employee named ***** after I got a fascial service on that day. The skinline they sold me is a brand called JanMarini. They sold me both a product called C-Esta Face serum and sunscreen. It was a package deal. I had nearly perfect skin before I went to get facial service but right after I started using the product they sold because I was told it will help my skin to have a nice glow, it got worse. I was charged $257.86 on 8/31/22 and it was on my credit card ending in ***** I have attached a screenshot of that charge on that day. It may have included a tip for services I got because I thought it was the right thing to do. Unfortunately, when I started using this product 2 days later, I noticed breakouts and redness. I called that week and left a message to manager named ***** but he never bothered to call me back. I thought what if this gets worse. A front desk employee said he was not available. It was suggested I keep my follow up fascial appointment since I was told *****, who did my fascial was experienced so I put my trust in her. I was told to wait until 9/28/22. When I went & got fascial with ***** I told her my skin getting worse since I started using the product she sold me on 8/31/22. She said 100% it was not the product. I told her but my face is starting to turn red and I have breakouts and it was due to product sold on 8/31. She was stubborn and didn't want to admit that those products and line caused me to have a negative reaction and breakouts. I noticed my skin got worse after 9/28 fascial so I called again and left message for manager and he again never called back. He tells his staff he is not there. Manager's name is *****. I was told the staff can't give his last name or schedule when he is there. on 10/7/22 I called and demanded I get a refund back but they said it has been over 30 days since purchase so no refund is allowed anymore.Business response
10/20/2022
Consumer Response /* (2000, 6, 2022/10/20) */ This business just refunded me after I filed this BBB complaint. So this has been resolved already.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.