2 Customer Reviews
Review from Satoya M
1 star01/29/2024
I had scheduled an appointment online on my day off. The day of my appointment, I was called in to work on my day off. I called Massage Envy to try and reschedule my appointment to a day later in the week. I called the location and the receptionist put me on hold then hung up. I called back two more times and was hung up on. I called another location in Fayetteville and the receptionist told me that she could reschedule for a time later that day which would have been 8:30 pm but I was not sure how long I would be at work. While I was on the phone with her, the other location called and left a voicemail saying they missed my call. No, they didn't. They were flat our rude. I wanted to schedule to a day later that week since I would be off again during that time. The receptionist then told me I would be charged at 50% rate for doing so. I decided to just cancel my appointment and not give them any business. The receptionist from the previous call were rude. I have never been to either l be location. I'm actually new to the area. I wanted to keep my appointment but at a later day not cancel completely so I didn't understand why I was being charged for half the rate just for changing my appointment. I am not at fault for being called into work on my day off.Review from Lucy E.
1 star12/26/2023
Very disappointed, and I want my money returned. I bought a couples massage two years ago and had my barcode and transaction number. They found my transaction, but because the code looked a little smeared. They did not want to except my gift card. They did not tell me this till after we had our massage. I had to have them call three different managers upon which they finally told me that they could use my card. Then I was told I had to pay $40 extra due to the massage not being for a couple. The week before when we called to make our appointment, they said we could not go as a couple because they did not have a room , we were not told we were going to pay extra. Both of our massages were not well done and Im not going to even ask for my tip money back. We werent treated properly. I will never go there again and I recommend anyone thinking of going there to change their mind .
Massage Envy Response
12/29/2023
*************** spoke with the Assistant Manager, *********************** on 3 different occasions regarding this matter. The date of service she was informed of our Gift Card policy and what we needed to check her out. An exception was made as far as using her printout versus a physical card being in clinic. On the second occasion, a clinic survey was put in, and our Assistant Manager spoke with her again. This time she was more insistent that she was overcharged and was not satisfied with her session. A refund was requested and I informed her that I couldn't confirm that would be an option. I also made sure to explain her charges and where the $40 difference came from. She was not pleased with response I had given her. I also did a final conversation with her confirming that I did follow-up on her refund request and that it would not be fulfilled. Her giftcard wis purchased for a certain amount from 2 years ago. Our prices are not the same as they were 2 years ago; therefore there was a difference owed for her services rendered. I did let *************** know that her massage experience was not our brand standard and that we would coach to this situation.
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