Massage Envy

Ive been going to Tashana for my facials for a few months now and she is absolutely amazing! Very knowledgeable and always willing to give advice about the right products for my skin. She also has a kind and professional demeanor that I appreciate!

Bought a year of massage as a gift for for my wifes first Mothers Day to go big despite stretching our budget a little. After the year was over, the service from the business side of things was so clearly profit and not service driven were leaving very disappointed.Didnt use hardly any of the credits during the year and signed up when we were super sleep deprived with a 4 month old who didnt sleep, so we missed some of the fine print (admittedly our fault). In order to only buy a one year membership, it would have cost an extra $70 (and this was already a stretch on budget) so signed up for the monthly membership. When went to cancel the membership was told we had only 60 days to use any left over credits (10 massages at that point). Why? They are just sitting in a database and policy was clearly designed to take advantage of people.When questioned politely, was told sorry, thats our policy from every level up to district management. Terrible service and instead of telling everyone what a great gift this was, the last impression was that this business is not actually in the service business, but the profit business and doesnt care once they have your money... Will never use again. Decent for a cheap massage, but counting in the extra charges for not being able to cancel immediately, should have just gone with an independent massage company... Certainly will do so in the future!At least my wife is going to get a weekly massage (or more) for the next 2 months! We were polite (and I realized it was on the contract that we agreed to, but come on...), but I just hate when businesses clearly put profit over people when their self imposed policies are clearly are set to take advantage of people (didnt use all of your credits, better use them quick or lose them... what a scam!). Do Not Use.

Really like Lauren. She always asks if there are any particular points, places that she should pay particular attention to. She also asks me about any kind of injuries that I may have had muscles or tendons. She always asks about pressure whether it’s right or not. Do I want her to change it, etc. and she’s very engaging person, really nice person

I have been lucky enough to be Craig’s client for about a year. He is consistent if his wonderful demeanor, focus on my health and provides an amazing massage. The front desk staff are all very friendly and helpful. I give my highest recommendation to Craig at Msaage Envy Durham

Beware of false charges on your card. I am a member of the Wake Forest location and after moving to Durham, I started going to the 9th street location. I was charged $80/month for over a year. When I called to rectify the situation, they said they didnt see any charges on my account. The forwarded me to the manager. Again, she reviewed my account and said they could not see any charges to my account. I sent screen shots of all the charges to that location and they STILL could not find anything on my account. They suggested that I contact my credit card and file a dispute. I did so and the credit card company reached out to Massage Envy and the company sent ZERO documentation back. So I was credited some of the charges. However the older charges they would not credit because of the date limitations. Had ME actually replied, I would have received a full refund. My credit card company placed a block on that vendor so they could no longer make charges on my card. THE NEXT MONTH I GET CHARGED FROM THE SOUTHPOINT LOCATION. I call the store and of course they said they have no record of any charges on my account. I have now frozen the card so no one can make any charges. It has been WILDLY frustrating and the lack of response on their end is unacceptable.

Three stars is the best I can do. Had a much-needed massage with Matt today. Just spent a long time in a hospital bed and just diagnosed with invasive breast cancer last week. One of the best massages I ever had. Would rate the massage at 5. Thank you, Matt! However, the front desk customer service I would rate a -10 if I could. Her name was Kierra. From the moment I walked in she was short, curt, rude, purposefully unhelpful regarding massages I missed while in hospital, dismissive, attitude problem...even told me that I could not leave a positive note for Matt for the manager - that I had to do it online (really just because she couldnt be bothered). When I asked for the managers name above Rena, she refused to give it. She doesnt have any place working in customer service. Maybe as a mechanic or something.

Tay did a great job on my shoulders and back. She was able to get muscles that have been knotted up for so long and cause me pain everyday to relax. My upper back and shoulders feel wider and freer today. I slept much better as well. Highly recommend a session with her.

I had a 6 pm facial booked for today. I get there today, 15 minutes early as they required. The front desk clerk Taya tells me my facial was canceled because the esthetician Tashana was in the back sick. No one called me to inform me of this which caused me to waste my afternoon and not get the service I booked weeks in advanced. This is morbidly disrespectful and an outrage. Even if the technician was sick you would at minimum give the client a courteous call and not have them drive in to not receive the services they are there for. I’ve never witnessed such incompetence and disrespect in the luxury services business. I’m still in shock.

I was scammed into buying two 60 minute gift cards for a mothers day present for my wife . I was originally going to get a 90 minute gift card but they told me they were running a mothers day special and this would be cheaper and better. They told my wife they couldnt do that when she finally went and used her card today. I will use a competing massage place the next time I buy a gift for someone.

Travon has been my masseuse at Massage Envy for a number of months now. He patiently listens to me regarding the purpose of my visit. He explains what his methodology would be and why. The pressure is regularly confirmed. After the massage is over, I am always told what I can do for myself between visits. I leave feeling great and looking forward to my next appointment.

Sorry, but this place seems to have not so good work conditions for the massage therapists, and their massages just aren’t that good. If you don’t take good care of your workers, how are they supposed to take good care of their clients? The quality of the massages and facials there is so basic. Don’t waste your money and time.

Tashana is an AMAZING esthetician and the main reason I come back to this location regularly. There have been times I wanted to cancel my membership but realizing that I can get microderm with her has kept me engaged. Shes so knowledgeable, gentle and competent. Ive been to another location and they were nothing like Tashana

Thank you Lauren for a nice massage. Very appreciative that you were mindful of the pressure requested and the reinsurance that I was enjoying my massage. Great experience with the front desk as well Will be back soon.

Tay did. FABULOUS!! I went in with neck and back and ankle pain and she focused on those areas and at the same time provided a relaxing experience.. her pressure was perfect to get out any knots that i had in my body and i could feel the tension releasing..she is very friendly and knowledgeable and i will definitely be back for another session..

I showed up for my appointment on time at 6.30 (massage envy closes at 9 on Mondays) and there was no one there. Edit to add that someone did come, after I had waited 10 minutes, to tell me that my appointment was canceled. Funny as Massage Envy did not communicate to me that this appointment was canceled.

Overall, ME membership is a total scam and difficult to get out of once you start. Three stars for the customer service and that’s generous, however 5/5 star review for Travon who is very professional, respectful and genuine when it comes to providing care. He listens to your individual needs and requests, makes suggestions and talks when necessary but allows silence for time to relax. He was accommodating to my postpartum body discomfort. Travon is also personable and I would recommend him as a therapist!

Craig was so professional and was really great! I am glad to have him as my therapist. I will request to have him again next time.

Craig is a talented therapist. Personable, a great listener, and responsive to my feedback. I will definitely request him on future visits.

Travon did an amazing job! He wasn’t too rough or too gentle. And he was very knowledgeable about the message points. I would recommend him to family and friends!

Tay gives a great massage! She gets to all the sore spots I need and her she quickly adjusts pressure from firm (which I like) to gentle when needed.

I think Brittany is one of the best that Massage Envy has to offer. She knows her craft and executes it flawlessly. I enjoy every visit. Thanks Brittany!!!

Ive been a ME client for years and had some great massages. Tae at the Erwin Mills location is the absolute best. Left feeling I was floating on air!

Lauren always gives a great massage. She is also a very nice person. I have been going to her for a couple of years now.

Brittany is my personal go to @ Massage Envy. I love the VIP text @ Massage Envy. It allows me to get extra massages for both me and my husband not too mention those special gifts for much needed occasions 🦋

I like this ME location very much.Trayvon was very pleasant. He massage was with a nice firm pressure. I enjoyed his soothing touches. Thanks.

I see Lauren every visit. She does a fantastic job. She asks if there are any areas that needs extra attention. Always very relaxing.

Travon listened to me and kindly gave me a massage at the pressure I wanted especially on my achy back. He is gentle and respectful and I trust him to give me a massage that eases and relaxes me.

I always have a great massage with Ceara. She does deep tissue massage and is really good. She is also a very nice person.

Lauren was amazing!! She was very attentive to my focal areas and I feel so much better.

I had a great experience. Ms. Norma listened to my concerns and addressed my issues. She’s awesome!!

Brittany was awesome. Pressure was perfect. She was very attentive to what I needed

The phone number listed on Google does not provide direct contact to this location. Someone keeps booking appointments under my account and I do not live in this area, nor am I visiting. I will continue to cancel the wrong appointments via text until someone at this location corrects the scheduling issue. Unfortunately there is no way to make the facility aware of this issue other than leaving a review.

Norma was fantastic. Made sure that she knew what I wanted worked on the most before we ever started.

My massage therapist did not show up for work, and I could not get my dual appt, only got a facial.

I was suffering a lot of muscle pain. Craig knew just where to apply pressure to relieve pain. Hes very knowledgeable and experienced

Chantavious makes me feel like a new person every time! I suffer from chronic migraines and muscle tension, she has changed my quality of life!!

Always friendly service at desk for checkin/checkout and Craig is great massage therapist.

I received very bad service from this establishment. I am a member and pay monthly. Every time I go in for a massage they are rude, racist and belligerent. I went in yesterday for a scheduled massage with my friend. I was asking questions when Kaitlynn and the MANAGER Chris started acting racist, rude and belligerent. I wanted a deep massage and they scheduled a medium massage. While asking for clarifications, the manager said I dont have anyone to do a deep massage, what do you want me to do. I was attempting to discuss the discrepancies of my appointment, and the manager said I am done with you. She wouldnt allow me to finish my questions. The next day I called this location to get answers to the questions that had not been answered and the phone was answered by Kaitlynn, who hung the phone up on me. Later I called back and the MANAGER Chris was hostile, lack good customer service and treated me as if I am not a monthly member. Kaitlynn and the MANAGER Chris lacked decorum and hung up the phone on me multiple times. I felt very disrespected as they used micro aggressions to intimidate me and make me feel less than. Please do not go to them. You will regret it. I am canceling my membership.

Craig is awesome, relaxing, enjoyable experience every time, He makes you feel comfortable and he’s very professional . Love it each time . Thanks Craig! 😃

Amazing experience! Travon never disappoints. Always professional and I always feel so much better when I leave.

Norma is my go to therapist.I appreciate that she knows me. No more stress and no more tension by the end of my session.

Massage with Matthew. He is fabulous. I hesitate to say this now he will get booked solid!

Ceara is hands-down the best massage therapist I’ve had in 25 years of going to massage therapists for migraines and chronic pain.

Deanna was dynamite! The front desk was courteous and professional. Im glad I went.

I always went here for a specific massage therapist and when she left I had some credits to use up. I tried the microderm infusion and then got a chemical peel. Yuri was great! Both facial techs they have are! My only problem was front desk communication. I was told I had two credits left and each credit was worth 60 min of service. My last appointment was the chem peel and afterward I was told I only had one credit left and so I had to pay more on top of that since chem peels are more expensive. So I paid like $90 more and that wasn’t cool but it was my last appt so it’s not like I wanted any more credits or wanted to argue it. I just think they need to be more upfront on costs with people! Otherwise services have been good.

The massage I received was great. The problem I had was that when I went to go pay I was told that in addition to my gift card I had with me there was also a credit on my account that would cover the upgrades I had added. Only to find out after I left the facility, they had charged my DEBIT card without my knowledge because said credit had expired. After calling the location they offered no kind of refund or anything to compensate me for the $70 charge to my DEBIT card without calling me first and explaining the situation.

It was particular and specifically good in attention, and technique. I definitely endorse her work.

Great experience ask for Tashana. It was my first facial but not my last

Its great to have someone actually listen to your concerns and work with you for a good result

I really enjoyed my massage. It helped with my tension and relaxed me.

Deanna is great!!! Highly recommend her at 9th street location in Durham.

I was in heaven!!! I am also disabled and they took great care of me.

Craig is the best! I walk out feeling younger and refreshed every time!

Do not visit this location. This was the worst experience I have ever dealt with from massage envy. The front desk staff is very rude and do not know how to do their jobs. I booked a couple massage for my boyfriend and I and when we arrived that is when they informed us that we weren’t going to be in the same room. Then I was informed that the person who booked my appointment had me scheduled for a facial and my boyfriend down for the massage which was incorrect. Norma was my massage tech and she was having wrist problems that day which prohibited her from giving me a decent back massage. I can not believe I paid 200$ for such a tragic experience. I will never give my money to massage envy again!

The Staff were friendly and helpful. However, I dont like Massage Envy business practices. Massage Envy made $249 off me and I never received a massage. My friend purchased me $100 virtual gift card and I applied it to my appointment. However, I overslept and missed my appointment, thats my fault, I own it! I expected to be charged a no call no show fee of $20 to $50 bucks, but not $85!!! Instead of them charging the virtual card they charged my debit card...smh. I sucked it up and chalked it to a loss! So, I rescheduled, but wasnt able to use the virtual gift because it completely disappeared. It wasnt anywhere in my email anymore and Massage Envy couldnt locate it on their end. I have $100 gift card lingering in cyber space somewhere! As a result, of not being able to use my virtual card I actually called to cancel the 2nd appointment. My appointment was at 1pm and I called between 10:30-11:00am that day to cancel and was hit with $64 charge! I was charged 50% of the 90 minute massage that I never received. I learned from the staff that in order not to be charge I would have to call in the day before. Highway ROBBERY! People work hard and are struggling to eat and pay bills. When its time for a little R&R people should get it and not be taken advantage of! !.As a result of Massage Envy poor business practices Ill be sure to share my experience and do not recommend Massage Envy to anyone!.

U dont say folks was terminated when they quit and was working 7 days a week! Started job was promised facials, and instead hired 2 esthetician. Doing 6 massages a day only told them 5. They own every massage envy here. Lied told manager I was fired when I really quit. If u are a therapist open your own spa if u can. We are healers not money machines. And the manager here had a boot camp aditude. I got offered a job 3 weeks after I started here. I stayed because Brent the manager was nice, and the staff. The Thrresa lady seemed nice. But I see she likes to lie. Mind u told them when I was hired I wanted to do 3 facials a day and 2 massages because Im a older therapist not 6 massages a day. And just did them because i didnt want to let anyone down. Gave them 5 stars because Im nice lady who QUIT. I got hired at 2 locations they had same promise. Booked me with all massages. Like I wasnt dual at all. Dont tell folks u have a esthetician position and not let the esthetician do facials. And burn them out with massage. Then act like they aint nobody. When I called I asked about a job both times they said they only had 1 esthetician and they needed the help. Then get hired no facials all massages. And hire any esthetician who comes thru the down.

I did not have a good experience on the back end of my massage. The massage therapist, Lauren, was fantastic. Unfortunately, one of the customer service reps/receptionists at the desk put me down for a rescheduled appointment that I did NOT make. Their automated system then sent messages that I ignored because I thought they were for marketing purposes. The manager, Brett Hardwell, was extremely unhelpful. He didnt even investigate what happened. Only communicated (through proxy) that it somehow must have been my fault. Similar to another review I saw for this location, I wish I had seen the negative reviews because I would have avoided this location like the plague.

, friendly front staff. Place is clean. Craig is great!

Great experience. She is the best.

Norma!I went here on a gift certificate. In the past, I have had a medical massage or two and then a bad experience at family owned massage place like Massage Envy. While in NC, I used the gift certificate so it didnt go to waste.When I came in, I had significant foot, ankle, leg, and neck pain. I actually wasnt sure if I should trust Norma with this pain.But Norma really set me at ease with great conversation full of advice from her massage experience.The hour with Norma transformed my ankle/calf and neck. It made me a believer in massage but regret that I dont live in NC.

The massage was great. The nickle and diming at the end ruined it. I received a gift card and was informed that it was am additional 5 dollars more than the gift card because they raised the price that week. Then they expected me to tip the masseuse. Tipping is for people that make less than minimum wage.Afterwards I was hit with a high pressure sales lady that stressed me out. Find a small business owner and stear clear of this place.

(disclaimer, I am fully aware of Covid-19 and understand that requirements to enter a building should be strict) I had a 12 oclock appointment on a day where it was a balmy 95. The handicap spots (disabled veteran) are quite a distance from the door to the establishment. I have severe foot pain so walking anywhere is a chore. When I entered I was immediately told to step outside. okay...then the representative tries to read my temp with a thermometer. She tried my wrists (I saw the readings they were 102, 104, 101) she also tried the temple of my head but I was wearing a baseball cap...didnt stop her from trying. She couldnt get a reading under 100degrees. So she instructed me to return to my vehicle...cool down and she would call when I could return and try again. Mind you the walk to and from is about 65feet one way. I immediately ran this scenario in my mind and it didnt make sense to walk back to my car in the handicap spot...wait...and then return walking the same distance (in what would have been hotter weather) from an air conditioned vehicle (which was the same when I initially tried) and return to the door with the same thermometers sitting in the sun on a table inside. I pleaded with the representative stating we both know its equipment malfunction, I dont understand why going back to my vehicle will help the situation. She went on about its our policy. Frustrated with that answer I said to just cancel the appointment. Her immediate response was we will still have to charge you 50%. She could have said a million other things to try and diffuse the situation, but she didnt. I then asked to speak to a manager. She stated her manager was inside and that she would get her for me. I waited outside in the heat with no shade for about 5-6mins, only for her to come out and tell me her manager is at the post office and she walked. Insinuating it would be a long time before her return, and basically brushing me off. I shouldnt be charged because I was there and NOT SICK and wasnt allowed to enter the building. Its not MY fault their customer service skills lack the required attention to satisfy a long time members access to the building. Its been almost an hour now and still no phone call from the manager about a disgruntled customer who wasnt allowed access to the building because of equipment malfunctions. I dont blame the employee, I blame the lack of customer service training. Times are hard, It was a struggle just to convince myself to indulge with a massage knowing its money I dont have and now youre going to charge me 50% of a massage I didnt get because you wouldnt allow me to enter the building. Still waiting for that phone call.*UPDATE* I called them, spoke to the manager...and they continued to place the blame on me because I cancelled the appointment and left. I waited in the parking lot for 10minutes before I left. Also, there is a corporate wide policy about putting freezes on the account. This is where you only pay $10 a month and you can either use your saved up massages or there is an option where you can not. They are called Freeze and Freeze Plus. The Freeze plus is the one where you can freely use your massages while the account is frozen...after all you already paid for them. I asked for the freeze plus option and the management told me in an email that they do not offer this option. ONLY the freeze option. I have over $800 in services in the que. I called another store to make sure this policy should be available for everyone and they concurred. They also tried calling the location to ask about the policy and were told the same thing! This location is awful, always has been since it opened. Oh, and they charged me the full amount (not just the 50% they said they would charge) for the massage. I hope this review helps you when you are making a decision to use this place. Just look at all of the other poor reviews based on customer service for this location. I am shocked that Massage Envy allows this happen.

Difficulty canceling even after fulfilling contract. Staff give the run around and “take a message” with no ability to cancel unless it’s a manager.I called for 2 weeks prior to attempt to cancel. Manager doesn’t return phone calls or emails in a timely manner. After receiving a verbal confirmation over the phone via a 3rd person somehow my 12 visits expired the next day. I had just received a massage. Thankfully a more professional manager at a different location was able to assist. Bad business practices for a company with previous lawsuits.All I required was a confirmation of cancellation so I could keep track of my 12 visits and use within the time frame as well as ensure I wasn’t charged again. Worst mistake I made to was to get that membership.

I visited this location for my second and last time today. Each visit I experienced horrible customer service reps and the managers are unhelpful/useless. During my most recent visit, I scheduled my appointment via telephone and stated that I had unused massages that I wanted to redeem. I assumed all was well but when I stopped by the desk to check out, I was told that my sessions expired and I had to pay for my service. Instead mentioning that my sessions expired over the phone, which I feel wouldve been the logical thing to do, I had to find out after my session, which ruined my moment of relaxation. The only good thing about this appointment was the therapist, Jon. He has awesome hands and is really in tune with your bodys needs. Although Jon Is great, I WOULD NOT recommend visiting this facility. If you can, use the South Point, Brier Creek, or Chapel Hill locations because Ninth Streets is the worst!

Ive never even had the chance to experience the massage portion of the business. I booked an appointment 2 weeks ago for them to call me the night before my appointment to tell me the lady massaging me would not be available. But thats it. There is no one else who can do my massage that day and there is nothing they can do about inconveniencing me. So now Ill have to find someone else who is available. 🙄

Horrible customer service. Appts would get moved/cancelled without my knowledge or consent. Had a membership with the company for a few years and have been so disappointed with the customer service as of the last year and a half. Front of house staff are cold and unhelpful. The new manager Brent is unresponsive and unfriendly. Frequently communicates by proxy. Extremely disappointed and happy to cancel this membership. DO NOT JOIN. Save your money! Go elsewhere!

My name is Marceshia Kelly and I just left from my appointment. I have to say that it was my first time getting a message and it was a wonderful experience for me. They have good customer service. They made my first time so enjoyable that i didnt have to think about becoming a member i signed up before i had left. Thank you for making my first experience a great one!

This place has terrible customer service. I don’t know if it’s a lack of training or if this is the culture of Massage Envy but I found the Ninth Street location lacking severely in the area of customer satisfaction and customer appreciation.I received a gift certificate for a massage at this location as a Christmas present from my husband. Although someone called the day before my massage to confirm the date and time, it was to my dismay when I arrived the following day to find that my massage had been cancelled! Mind you I live over a half hour away from this facility and made the appointment on my day off!!No provisions or suggestions were made to rectify this error other than to reschedule the appointment or get a facial as if this was a common occurrence: I stressed how inconvenient this was for me especially driving in from another city but it didn’t seem to matter. I determined after dealing with the staff that I in no way wanted to return to this establishment. I called my husband and he immediately asked for me to get a refund of the gift certificate while I was there and since this is nowhere near where we live. The response to this request was that the staff at the front desk was not authorized to do refunds because they were not “managers” and there was not a manager on duty. This day went from bad to worst!My appointment was at 3:00 on a Friday which is apparently not a time that either of the managers work. I was told that they would make a note of my issue and that one of the managers would call me the next day! That NEVER happened!! My husband called the next day and after detailing the reason for his call as prompted with the receptionist, when he asked to speak with the manager he was made to once again repeat the entire scenario once the manager got on the phone. She then proceeded to act as if she was completely clueless as to the reason for the call; this after we spoke in great detail with at least 3 staff members concerning this issue.The manager listened in a matter of fact manner and agreed to refund the credit card for the purchase of the gift certificate. I further expressed my displeasure and frustration at being inconvenienced by having to drive literally over an hour round trip and asked her how this happened to which she replied “I don’t know”. The customer service in this location is terrible! I will never go to this location or another Massage Envy for that matter. The overall experience was one of the worst that I’ve encountered with any business in response to an error on their part. While this cookie cutter approach to service may work for some; I will be patronizing spas that have a customer satisfaction mindset in the future. I would really hate for anyone to have to endure the kind of experience that I had at the Ninth Street Massage Envy.

Craig and Tiffany are both wonderful for deep tissue and trigger point therapy!

I use to love this location but since this pandemic their customer service has become the worst!A few months ago I asked them to cancel my policy because just like everyone else the pandemic hit my husband and myself hard; I was told they couldnt cancel but could only freeze the account (still had credits also) fast forward to earlier last month ( November money starts being taking out my account) for the month of December I ask them to cancel my membership once again the manager (Brent) tells me that he cant cancel my membership that I must pay get my policy active to cancel it. After multiple times of explaining to the gentleman that I didnt have the money hence the reason behind wanting to cancel he tells me to call back around January 4th to see what we can figure out. A few days after my conversation with Brent they charge my account for my husbands membership I immediately call speak to brent and tell him it needs to be cancelled immediately, he tells me yes maam no problem Ill get that processed for you then two days later the membership fee for myself comes out! I had been requesting to cancel this membership since April 2020 and it is now December 2020 and they still have yet to cancel anything. But Ive called other locations and were informed cancelling a membership due to the pandemic isnt a problem! This location needs to do better!

I had a wonderful time here. Steve was excellent. My feet feel brand new.

I had a great massage with Carolyn today. I havent had one in years and needed some down time. She was gentle spoken, kind and courteous to my pains and working on the important areas, like my neck and back. I would definitely recommend her! Thank you so much Carolyn.

Made an appointment hoping to get some much needed relief from some heavy duty stress. My experience with this place has been more stress than the massage was worth. My biggest complaint and what is driving me to write this review is not only was I overcharged by basically double, but I was told it would be handled and it still isn’t. Weeks later now. I called several times over the course of the next few weeks and was told someone would call me back each time. On the third time I finally received a call from their number while I was at work and I couldn’t step away at that moment but they didn’t even leave a message with any sort of an update or anything. When I called back the manager had left for the day and I still have NO information about when I will be refunded the proper amount. I will not be coming back and I would never recommend this place to anyone. Save your money and your stress levels and go somewhere else!!!!

DO NOT SIGN UP FOR A MEMBERSHIP- they will keep you in it against your will. I have been trying to cancel my membership since December, a full year since I started. I have been very disappointed in the customer service I received. I called the store over 6 times and every single time I was told that the manager was not in, and I was promised that I would be called back in order to process my cancellation that day. I was not once called back by the manager in all 6 times I called. The last time I attempted to call, the receptionist told me the manager was right next to her, and she would transfer me to him, and then minutes later she came back to the line to let me know that he actually was not there, and she promised he would call me right back. I feel like this is a scam to keep people in their memberships and it is very unprofessional and possibly illegal. Due to health issues that have kept me at home, my husband finally went into the store and was given this email with a form to fill out. I do not understand why I was led on for 4 months if all the receptionist had to do was email me a form. Why was the manager required to talk to for this? I wish I had read these other terrible reviews so that I would have known how difficult it would be to cancel my membership- Ive been being charged $70/month for something I cant even use. At the beginning of the pandemic when I was quarantining at home last year, I attempted to freeze my membership which is a right that you have when you sign up. They unfroze my membership a month later even though Covid was no safer and I was still not leaving my home. I have never written a poor review before, but this shows how bad this experience has been.

One of the best massages I ever had!

The service was pretty bad. Dont do a contract. The receptionist crew our nice, but the massage/facial crew are mediocre. I had an appointment for a facial and they tried to pass me on to someone else that I didnt make an appointment with even though the other person was there. It was very awkward and then they finally allowed to cancel my membership after that poor customer service (I had been requesting cancellation due to bad service and relocation for months.)

Massages are excellent. The FRONT DESK STAFF are awful. One lady hung up on me when i told her i would have to call back to confirm the appointment with my husband. The day of my own session another lady tried to scam me out of the balance on my gift card. I had made sure to check the balance before i arrived and once this lady “double checked”, lo and behold i had a balance. RUDE AND DISHONEST.

Here is my dilemma with this location. The massage therapist that I had last night is probably one of my top 5 to date gifted hands. I get massages often enough to know when Ive run across a gem! Unfortunately the massage table/beds at that location are so awful Ill never return due to this alone. I could not get comfortable to save my life during the massage. It literally felt like Im was laying on a flat wooden surface. With my neck and lower back issues I can not do this location again. Ive never gotten up from a massage feeling back pains the way I did last night, again I get massages often enough to know the standard!!. Massage Envy 9th street is not update with competitors for sure...I addressed this with the front desk ladies and they responded we appreciate the feedback?!?!?

My wife had been complaining about back problems when sleeping. She then asked me to take her to massage envy where she could fix her back problems. She came home and told me she had her back completely blown out. She was so satisfied with her massage that her legs wouldnt stop shaking. For days after she would talk about the employee that massaged her in her sleep, moaning the name Don over and over in her sleep. She hasnt complaned about back problems in months and she goes there every weekend.

Oh my, where do I start. I purchased my husband a massage as a gift. He thought he was going for a relaxing day. First he did not get a relaxing massage... he felt like he needed a day off after his massage because of how rough the lady was with him and how sore he was after. He also felt pressured after into purchasing/joining a membership. When I called to purchase the massage there was no mention of this. I told them my husband needed a day of respite and that this was a gift. I did not intend for him to be harrassed, come home sore and in need of ice packs. Im very glad that I did not purchase this gift for a friend or colleague.

De was great . Wonderful deep tissue massage .

Giving this location a 1 because 0 isn’t an option. I was in town and had scheduled a massage 2 weeks in advance. Got a call from them the day before to confirm. They called me the morning of saying the massage therapist went home for the day and the only other option was to book with some man there who only does firm massages. Will never even attempt here again.

Be ready that online booking absolutely doesnt mean that you have a booking in reality! I have come today at 12 pm appointment that made through the Internet. I was invited to the waiting room after checking my last name and confirmed my appointment. I was waiting for almost 20 minutes when I just asked about myself. The administrator checked in the system again and said that there is no appointment with my last name now.Dear Management, You have so many competitors that just dont give any chances to yourself for back me as a client again!

I had a massage on Jan. 22. It was awful. I didnt even feel like i had one and Norma talked the entire time so no relaxing for me which is what I love! Also, didnt start until 5:06pm and she stopped at 4:54pm. I did not even get my full hour! I filled in the survey and noted all of this but never heard a thing. I guess they dont care.

My daughters father-in-law, a 92-year-old retired physician, is now back in Peru. His feedback about his massage with Norma is glowing: he went in wearing a back brace (used every day for months) for severe spinal arthritis and emerged without the brace, all smiles.I too have been delighted with Normas care of my own arthritic neck- her knowledge and responsiveness to my input.NORMA-- highly recommended

Therapist was inexperienced, left lights way up, and talked incessantly. Will return but will definitely not request this therapist. Customer be aware and inquire about the experience and manner of the person youre working with. Disappointed that I wasted a 90 minute session for a mediocre and half hearted treatment with a bunch of chatter

The best spa in town! The front staff and massage therapists are all excellent and professional. I have always had a great experience with every therapist I had an appointment with. April W. is the best! I would recommend this spa to anyone who asks.

The front staff are friendly and helpful. I have received a couple of massages there now, and signed up to get monthly massages. It is always good to take care of your body and have some time to just focus on yourself.

Went and placed an appointment for my gf and was told I couldn’t pay upfront and that my card would only be charged 140.00 then when she goes and gets done they charge me 229.99 and tell me sry I don’t know why that person told you that and there’s nothing I can do thanks and have a good day. Rude ppl at 9 th st location def. Don’t recommend first timers bc they lye about pricing.

Thank you lauren, I loved the massage

Had a very professional experience very satisfied with service!

Do not sign up for a membership here. They will take your account off of hold without telling you, then refuse to give you any sort of refund leaving you hungry with your account in the negative. Terrible business and terrible customer service especially during a global pandemic.

If youre struggling with skin issues and you dont know where else to turn. Go see Sonya for a holistic skin care experience. Not only did I leave with AMAZING skin I left with knowledge about my skin including my choice of skin care products and how I can use simple things from my fridge to keep my skin clean and glowing.

Nice staff, very competent message therapists... recommend arriving early to find parking especially during mealtime since it is located in a strip mall. Food and shops around are pretty happening so allow extra time for a meal and shopping post message

They work hard to make you happy and accommodate all schedule types. Theyve lost some masseuses and that has scheduling a little difficult but Im sure that will pass.

The front desk staff- Paris especially, has no general knowledge of the daily operations and cannot answer simple questions. And the manager never calls anyone back- I’m not sure if that guy is even real. They took my money and render no services.

Very relaxing, welcoming environment. It was the perfect way to de-stress after a long week. My massage therapst, Carey, was wonderful! I will be a frequent visitor. Highly recomended!

No good

Would’ve like deeper pressure.

Craig was great as always!

My significant other went here a few times. Every massage therapist was below expectations. Will be driving to locations elsewhere.

Experience was awesome everyone was nice and helpful. Amber was awesome friendly , and did a great facial. I was impressed will go back.

Wonderful environment and friendly staff. Every massage therapist Ive had so far has been amazing.

The customer service to checkout was not helpful nor polite. I was not pleased with my experience, and was not relaxing

Had a great experience. I was feeling pain in my neck and shoulder, and came out feeling much better. Thank you Nicole.

Awesome!

She is wonderful.

Norma is awesome! She does a fantastic job working on aching muscles!

Brittany is great 👍

Great experience.

Great service!

Mad because they were closed before they were suppose to be

Excellent service

Best Massage Experience

I love this place. The best message in the place, nice and clean.

Really good massage regardless of the masseur or masseuse.

This place has terrible customer service!!! the worst please go to southpoint

Professionals, good attention excellent environment

The manager here was very helpful.

Great people Great Massage relaxing while invigorating

Really bad customer service

I had a great massage and facial.

Always a great soothing experience

My man John got me feeling right.

Relaxing atmosphere and friendly staff

Eli is AMAZING!!

Professional and great service

I loved it, it left my whole body very relaxed and the head massage sharpened my headache a lot. I had days that it didnt go away. I recommend it.