-
March 2024 by jenn whitfill
I wish I had 2 sets of stars! One for the massage therapists and one for the customer service. This review is only for the customer service. As a loyal customer for over 10 years, I was mistreated at the end. It was wrong what they did to me, and I was so sad that they did not believe me- even though they constantly have new management! There was even a point where the massage therapists had to man the desks in between massages because there was no management.They had to have headquarters come in (many times) so no one knows who said what and they will not believe their loyal customers.I have used my last massage and I will never go back! Be careful when you sign up! ?
-
March 2024 by Gretchen Parsons
On Feb 2, 2024, at 1420, I got a massage from Massage Envy East, 100 N Kimball Ave #108, Southlake, TX. After the massage, I noticed a Valentine's Day Package (nonmembership), a $250 Advanced Skin Care Package. The front desk person explained what was on the flier (attached) and that it would be 2 credits. So, I set up an evening appointment for the advanced skincare package.After my facial, the front desk person said I owed $30 for the package. I explained that it should only be 2 credits and showed the person the flier. She rudely told me the Valentine's packages were gift cards. I challenged her by showing her the flier and that no one mentioned I couldn't use it that day. She reduced the charge by $15, but said she couldn't do anything about the information on the flier. She said she could only notify corporate, and someone would call me. Through all of this she was disrespectful and never offered an apology for the incorrect information.On Feb 3, I called again and spoke to someone else. The front person stated they were the manager and did not offer a solution or an apology for the confusion.On Feb 9, I called again and spoke to Lily. She stated that she had not heard of my complaint and did not sound concerned about the situation. She simply told me she would have to send this up to corporate again.I told her not to worry about it, and I cancelled my membership shortly after. The three managers at Massage Envy West in Southlake gave me the impression that they were not concerned about customer service, the false advertising on their flier, and it seemed like my complaints were an inconvenience/hinderance for them. I want to spend my money with business that appreciates me as a customer.
-
February 2024 by Tiara Walton
Very disappointed in my hiring experience at this location, I’ve been trying to talk to the head person for days and weeks.I worked one day for training and got the run around for 2 months to be exact as to when I would work again. I thought I would be a great fit for the location, I was excited to share my personality/joy and vibrant spirit to those I would work with and even more for those beautiful customers who would enter this place and I got a slap in the face. I made sure I communicated and days turned into weeks and eventually two months. When I would ask for hire up numbers It was brushed off so the information wouldn’t be shared for me to express my concerns with the process. All I would recommend is better communication and honest approach from the staff for the next person who applies! I didn’t deserve the experience I encountered!
-
December 2023 by Brad Baldwin
Excellent massage therapists. Wonderful, comfortable environment. Great value for memberships. I have been a member for over 10 years.
-
October 2023 by Travis Williams
The old management made promises that the new management will not fulfill. Do not sign up for their special monthly rates. Only 1 person there gives a decent massage.
-
September 2023 by Aubrey Wang
They used the price difference 125-75 to attract you to sign their membership and then it’s very hard to cancel their membership. Talked to the front desk girl and she just repeated their rules, it sounds very unreasonable to me, of course I disagree with her. She just saying that I don’t understand the difference between appointment and membership. As a customer I only care if I satisfied with my treatments and right now I just want to cancel my membership. What I know is that I’ve payed 6 times as you asked since I signed the paper, I don’t really want to argue with her about the gift card or appointments or membership. And she said me keep YELLING her! Excuse me! I just want you to listen to me that I disagree with you and I want to end my membership, it’s very clear. If you can’t handle this, then find one who can solve problems, not just hang me up.
-
September 2023 by Nikki Willis
Closest location to Grapevine, but most of the massage therapists are lacking in their skills. Will plan to visit other locations to see if there's a better selection of more qualified therapists. Nice to see facials are available as part of my membership, but haven't tried one yet.
-
August 2023 by Chad Harkin
Showed up twice during business hours to transfer my membership. First time no one was working the front desk to make a note in the system. Second time I stopped by staff took a note down in the system. Manager never seems to be onsite or care about customers. Over 10 days and no call back from mgmt.
-
May 2023 by Kristina Knowles
Fry is the guy at this location that is outstanding. That being stated, he is the only guy I have tried. Highly recommend, very professional.
-
March 2023 by Dionne Jackson
I’ve been getting massages for years now and I must say that the one I had today was the most intentional one I’ve ever had. The therapist was Jade and she is really good. She normally works out of the Randol Mill office but she is at Kimball due to remodeling. I wake up with pain daily due to PVNS and arthritis so massages are something I do as a therapeutic need. I’ve also been a Nurse for over 30 years so I’m very meticulous. I must say today was the most therapeutic massage I’ve ever had. She assessed my entire body by pushing in certain areas and then she started the massage. She would ask my pain level by using a pain scale and she was highly intentional with every touch. She also did some stretching and she knew exactly how far to go. It was although her fingers were her eyes. It was EXCELLENT and I will be making appointments with her biweekly. If you suffer from pain or you just need an excellent massage then Jade is your lady!! Thanks Jade.?
-
February 2023 by Jeni Golomb
I've been a Massage Envy member for well over a decade. The service at this location has gone down considerably in the last couple of years. It is almost impossible to get an appointment anymore. And twice in the last 2 months they've canceled on my because I booked at the same time as someone else and they honor that person's booking over mine.When I get a massage, they are absolutely awesome. But dealing with the scheduling is such a nightmare that is barely worth my time anymore.It used to be that I got a massage every 2 weeks at the exact time that I wanted it. Now I sometimes go months between appointments because I can't find a time that works.I've raised my concerns to the front desk and they don't seem terribly fussed by it. Disappointing.
-
January 2023 by Christine Stone
Stay away, unless you want a lifetime membership or to fight to be free. These guys are Stage 4 clingers. Warn your friends.Tips for canceling:If you want to cancel your membership, go in person when you know a manager will be there OR call and have the manager email you the form while they are on the phone.It is best to email the signed form with a read receipt and/or call them and MAKE them email you back right away showing they have it.Contact your credit card company (number on the back of your credit card) and the credit card company will help you recover the lost money and make sure you NEVER see another charge from them. They get 10 days from when they RECEIVE the form, not another 10 months.
-
January 2023 by James Santiago
They booked me for an appointment then when I showed up they said I did not have an appointment at all. What a shame! This place let you pay for a missed appointment. But they do not do anything good for you when they messed up. Horrible policy!
-
December 2022 by Jacob Elguezabal
Blatantly lies to their customers. Dishonest front desk workers. Was tricked into a 6 month agreement when I signed contract they left end date blank and was told I would be able to cancel at anytime without issue. When I came in to cancel I was shown my membership agreement which had obviously been altered and was told even a manager wouldn’t be able to help me and I would have to contact a regional manager.
-
October 2022 by Morgan Anderson
I absolutely love love love my therapist, Erica!!! I drive 30 just to go to this Massage Envy just because of her! Ariel is a fantastic receptionist and just always makes sure to take care of her customers!
