ComplaintsforMassage Envy

• Initial Complaint

  06/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 28th, I went to Massage Envy for an appointment I had scheduled about a week prior. About 2 hours before my appointment, they called me asking me if I could come earlier. In my initial appt notes, I told them I needed the specific time frame as I was going with a friend. On this phone call, they did not mention that my therapist was unavailable and that they would have to switch me. Also, they didn't mention that none of the therapists on staff were able to fulfill the deep tissue option that I had requested. I went for my appointment that was for a facial and massage. The facial was great, no issues there. When I was transferred over to ****, the therapist for the massage, that's when the service was not as promised on their website. On this page: **************************************************, it' clearly states that you have 10 minutes to go over and discuss the massage. At no point did she say she couldn't fulfill the deep tissue request or even go over anything. The massage was more like a spread of lotion for 45 minutes, which is less than the time paid for and it was clear this person was not a professional therapist. 45 min later and not a full massage, she abruptly turned on the lights and ran out. On the link above, their website states "When your massage is complete, your therapist will wait outside while you dress. When you're ready, they'll return with you to the front and offer you a glass of water (it's important to stay hydrated post-massage)". The therapist was no where to be found, I did not get walked out or provided with water. While I waited for my friend (who received her full time), I saw the therapist again who ran away. Spoke to the manager, ***, 2 weeks after my complaint and after many calls following up. She agreed that I was in the right but said she couldn't provide me with a refund. Mentioned that their therapist had called out, which should have been disclosed. Terrible service and false advertising.

  Business response

  06/27/2022

  Business Response /* (1000, 5, 2022/06/15) */ We have spoken to the client regarding this issue and we offered her a solution. the therapist only cut her time by 5 mins. Also when asked at the front desk how everything was the client said it was fine and even left a tip for the therapist. Consumer Response /* (3000, 7, 2022/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once I arrived, the receptionist asked me about my therapist. I made it clear I wanted deep tissue and the gender of the therapist didn't matter. If the actual services purchased were provided, this would have already been resolved. What I received was not a massage so technically the service was not rendered. I tipped the therapist as I have morals and understand people are struggling post pandemic (unlike this massage envy location that doesn't care about their customers, you can see via Yelp this location makes no effort to take care of their customers). I have talked to the manager and have tried to come to a solution but she has not been willing to work with me. She didn't really care to resolve the issue via phone and also took 2+ weeks to reply when I made the complaint as soon as I left the location. I called their location 2x and she was never there according to them. I want a refund for the service I did not receive. Business Response /* (4000, 9, 2022/06/25) */ Sorry we can not give her a full refund for the service that she received. If she didnt like her massage she had the right to end it during the service. Plus the client did not indicate that there was an issue during her visit. We asked and she said everything was fine. We have already offered her what we can do and thats all.

*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. ↩