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March 2024 by Lauren Flores
Called when my massage was supposed to begin, made an honest mistake and was at the wrong location. Despite me being able to come in a little later, they said the massage therapist will not give me a shorter massage, and they will be charging me full price. As it is super expensive, this is a huge blow and very upsetting. The main person answering the phones is cold and very rude. If you want a massage, just go to another location. Judging by my experience and the other reviews, this location only cares about money and has no customer service whatsoever.
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March 2024 by Jeena Crones
Me and my mom booked 2 massages for 1 pm on her birthday, and 40 minutes before our appt we got a text saying that one of the massage therapists had an emergency and had to leave and we could come in at 1230 for another therapist, but when we called, Marissa said that the therapists booked someone else for the 1230 instead of asking us first. completely unprofessional and ridiculous we drove all the way here and they were no help on the phone. don’t come here
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March 2024 by Elizabeth Morrow
Terrible experience at this location, was cancelled on three times by the same massage therapist over the course of less than 2 months, most recently within an hour of appointment. Very frustrated with lack of consideration.
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December 2023 by Shaniece Byndom
The worst massage I’ve ever received, I told my masseuse that i wanted to rest and take a nap and her response was that she doesn’t like when her clients take a nap so she purposely kept asking questions during the entire massage to keep me awake. My massage was very aggressive being that the masseuse was not gentle in the way that she handled me. Pulling at my body, pinching my skin, felt like i was being punched constantly in my massage. Like i was really counting down the minutes until it was over. Also, i told her the oil is freezing and her response was that its always this temperature…. Um ma’am I’m getting goosebumps every image you put that oil on me. What is relaxing about that?! I sat through this horrible experience so that i didn’t hurt this lady feelings, she was elderly probably 60-70 years old and I just wanted to be kind to her. However she could barely stand up straight and was fidgety with her hands which contributed to the uncomfortable experience. I expressed this to the manager and asked her for a free massage or a refund and she told me she couldn’t do either because I stayed through the whole experience, although i never knew it was an option to just get off the table because i never felt i needed to. I went there on my bday to enjoy a relaxing massage that i could nap through and got the complete opposite. What happened to the customer is always right?!!!! Never again!!!! Massage envy in Naperville is better.
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July 2023 by P B
If you are 5 minutes late to your appointment, they will say you’re too late, cancel your appt and they will charge you full price. What a horrible experience! Never going back.
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July 2023 by Keith Murphy
Very bad experience in trying to cancel my subscription. Management told me that I couldn't cancel due to my account being under suspension. I was forced to be put under a freeze until October 31st. They told me the only way I could cancel is to get my account off suspension and pay $150. That's ridiculous. I'm unemployed now and I asked to get my account cancelled 2 months ago. And they won't let you use the credits that you have already paid for. It seems like a pure money grab. Paperwork was already filled out to cancel my subscription. I may follow the suggestion of the other commenter and follow up with the Illinois Attorney General. I will like a resolution/cancellation immediately
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May 2023 by Dominic DeLeo
DO NOT SIGN UP FOR SUBSCRIPTIONI had to go in person to fill out documentation and and was told that I would not be charged again. The following month, to my surprise I was charged. I contacted the location several times and was unable to reach the manager nor get a phone call back. It has been ongoing for two weeks. Eventually, I had contact my credit card company and have them handle it.My wife had a similar experience in attempting to cancel her subscription.
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March 2023 by Maggie Thomann
The aestheticians and masseuses are nice, but the availability, pricing and policies are ridiculous. They rope you into a membership "deal" then provide very few appointment times, and give you absolutely no flexibility if you have to cancel or reschedule - even if you are sick, even if you have an unavoidable conflict, even if you have been a regular and loyal customer for months. I basically threw away 100s of dollars for nothing. They have an app that they tell you not to use because it doesn't work or sync with the local store. I can only hope that the member cancellation form I filled out actually goes through. Go elsewhere.
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February 2023 by Eddie Kim
They are dishonest, incompetent, or both.Six months ago, I tried to freeze my account. I spoke to someone on the phone and they assured me that my account would be frozen until I noticed that it was not. It took several phone calls to get my account frozen.Now that I'm trying to unfreeze my account, I am again having troubles. I was assured on the phone yesterday that the unfreeze was successful and immediate only to learn today that isn't the case.I've forwarded this matter on to the office of the Illinois Attorney General regarding this potential fraud.
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February 2023 by Eddie Eddie
They are dishonest, incompetent, or both.Six months ago, I tried to freeze my account. I spoke to someone on the phone and they assured me that my account would be frozen until I noticed that it was not. It took several phone calls to get my account frozen.Now that I'm trying to unfreeze my account, I am again having troubles. I was assured on the phone yesterday that the unfreeze was successful and immediate only to learn today that isn't the case.I've forwarded this matter on to the office of the Illinois Attorney General regarding this potential fraud.
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December 2022 by Naomi Marsch
*don't sign up for a membership* Frustrating that you can't cancel your membership online, so I had to stop in the specific store I signed up in order to cancel. I filled out paperwork, and the receptionist informed me it could take a week and a half for her manager to get to my paperwork to cancel it. I asked if there was any way to make sure it's done before my next billing cycle on the 12th and she stated no guarantees. I am in the store to cancel it well before the billing cycle, so I don't feel it's unreasonable to ask for it to cancel so I'm not billed again. I said that isn't very good customer service and then her attitude towards me turned from nice to defensive. No reason to have to jump through all these hoops. Terrible business practices by this franchise.
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October 2022 by G.G. Pryor
I had a very uncomfortable experience..... I spoke with the staff that day & the manager the next day.... both could care less. SMH I won't be back to this location.
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October 2022 by Edward Thomas
The GlenEllyn location was a horrible experience! I booked a prenatal appointment for my girlfriend and recieved a cancellation the day before after a 1 month wait! Then I was told when I called they told me that they would put me back on a waiting list and that was 2 weeks ago! This company needs to go out of business
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July 2022 by anthony ivkovich
I’ve gotten plenty massages from this location, by far my most favorite. The manager taylor was super nice and caring. She was super professional and so was everyone else there. Will come back to this location again.
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July 2022 by Edward Kim
I asked to put a freeze on my account, which is "allowed" per their policy. Except when you ask for this, they drag their feet and pretend that your paperwork got lost or whatever, so that they don't actually have to go through with it. Feels very scammy.