Massage Envy

Jan 16, 2025

Massage Envy is intentionally misleading and a scam. Wanted to share and experience so that everyone is aware of what they’re getting into if they book a massage at Massage Envy. I booked a 60 minute massage online for $80, and that was that. My card would not be charged until after the appointment. I went in today for the appointment and was surprised when the appointment started 10 minutes late and ended 10 early, making it a 40 minute massage and not 60 minutes. I made sure to get there early to fill out any paperwork, waivers, etc. beforehand. No big deal, so I thanked my masseuse and went to check out. When I got to check out, the front desk lady said “You were quoted $80 online, right?”, and I told her “yes”. She then told me that the $80 fee quoted online is for Massage Envy members only and that I could either become a member today, or pay $130, which apparently is the standard non-member fee. No where online did it ever tell me that the real price would be $50 more than what I was quoted. I declined to become a member and paid without a fuss but please note that the massage was 20 minutes shorter and $50 more expensive than advertised!

Jan 06, 2025

I would give this business negative stars if I could. I have been a member for several years, but the new management is horrible, and I will never walk into a message envy again. All management does is try to prove the customer wrong instead of doing something to correct the situation. There is poor communication, and according to the current management, the prior management did things that are not allowed by the organization. Current management claims it is a corporate policy, and they can not do anything about it. However, when you contact "corporate," they tell you all the locations are franchised, and it is the franchise responsibility to take care of the situation. My husband and I showed up for our scheduled services. I had always transferred him credits. I was told this was not allowed at the time. I was given a copy of the contract showing us what it said. This was not the prior business policy. When I stated we no longer wanted the services and made a comment about not being charged for the service, the office staff acknowledged what I was saying. We were then charged for the service. When I called management, she said same day cancellations are charged. If I had known when I was standing in the business, I would be charged, we would have gotten the service. I was charged the non-member rate of the service. Management did not offer to rectify this lack of communication in any way. The organization is willing to lose long-term members over something as simple of lack of communication by their staff. Do yourself a favor and don't book services with this organization. Definitely don't sign up for a membership as they don't care about customer service or making the customer a priority.

Jan 06, 2025

Never answers the phone.

Jan 06, 2025

Please explain to me why if I cancel same day I am charged?? But if Massage Envy cancels same day I receive the standard BS apology..."so sorry for the inconvenience" I can't wait to cancel my contract.

Nov 06, 2024

I applied for an esthetician position at this location, and received an email invitation for an interview on this date 10/29/24. I drove almost 50 miles here to find the lights off and doors locked.( Also another lady tried to enter the same time I did for her scheduled appointment) I waited around for 30 minutes and no one showed. I tried calling multiple times with no response. Very unprofessional! Would give zero stars if possible!

Nov 06, 2024

Like others are saying, it’s now impossible to get anyone on the phone. I’ve also stopped by during business hours to find the doors locked. I am trying to make sure my annual membership does not renew because it’s impossible to make an appointment here, but no one will answer the phone or respond to messages.

Oct 06, 2024

I don't know what has happened to this location. If they have a front desk person, they don't answer the phone. I have called 3 or 4 times this week to cancel my appointment with Aileen for Oct 5. I have left messages each time. I have had no return call, and the appointment is still showing up on my app. I will not be going back to White Bridge Rd and would not recommend.

Oct 06, 2024

I had a great experience with this Massage Envy location until I had to reschedule a chemical peel. They reached out to me to confirm, I responded back stating I needed to reschedule and boom; they charge me $200 as a no show (even though I also had 5 credits they could’ve deducted). I’ve tried calling and have left multiple voicemails and texts, and can’t get ahold of anyone at the physical location. Customer service told me they even saw where I said I need to reschedule and my home location told me they should’ve deducted credits, but shouldn’t have charged me in the first place since I responded to reschedule. UPDATE: I finally got ahold of someone at the location just for her to say she or someone else would be in contact. Still haven’t heard from anyone.

Oct 06, 2024

UPDATE: stopped by on 10/3/24 @11:30 AM locked with a UPS note: We missed you 10/2. I have to ask, is the Massage Envy - Belle Meade location a Scam? It's never open, last minute cancellations on a scheduled massage (scheduled months in advance), you can't even come close to scheduling anything online, and it's never open during the "day hours" posted. See pics. Also, they continue to collect the monthly charge, but it's impossible to schedule an appointment. To everyone out there that may not know this, you can schedule other locations and they will transfer your massage credits. Little bit of a hassle and you can't completely transfer all of your credits/membership which is ridiculous. I would bet that their Actual Massage Hour Utilization is closer to 0 than 100%. Again, is this location a scam that continues to collect monthly dues, while never providing a service? Massage Envy corporate should look into this Franchisee, because it's tarnishing the name.

Jun 06, 2024

Has anyone else encountered difficulties cancelling their membership without losing current sessions? I've repeatedly explained to Massage Envy my need to cancel due to missed appointments caused by staff shortages, tardiness, and resignations. Despite being on a freeze, I still haven't used all my sessions from the Covid period. The manager at the Belle Meade location (Jace/ Jason) was incredibly rude and uncompassionate. He claims I can't be put back on freeze as I've exceeded the limit. I've emphasized that I don't want to freeze but can't afford to waste money. Booking appointments has been impossible due to frequent cancellations reflected on my account. Despite my request, they've refused a refund. There's no system to monitor session usage, and the increasing rates affect available sessions. This feels like exploitation, and I'm contemplating legal action if not resolved promptly. The regional manager, Lauren, is supposed to contact me tonight for an update.

Jun 06, 2024

Love the new ownership and management here it feels like a whole new place!! I will be back monthly!

Jun 06, 2024

Massage Envy of Bell mead has well educated Massage Therapists that offer the most tranquil and relaxing massage experiences! The knowledgeable Estheticians at the spa offer facials that leave you with a glowing youthful appearance and feeling confident about your skin. Management is courteous, informative, and professional among clients and employees.

Jun 06, 2024

This Massage Envy is set apart from all other Massage Envy’s. The manager truly values the employees and customers. The environment is wholesome and friendly and everyone on staff is like family to one another. Every Massage Envy should strive to have the same positive and reliable services and staff members as the Massage Envy on White Bridge Road does! I know many ME’s have accumulated bad reputations but it really all comes down to who the people in the business are and at this ME… these people really care about the well-being, happiness and satisfaction of their customers.

Jun 06, 2024

This location is so pretty and clean! The staff is friendly and answered all my questions. I signed up as a member and see my fav therapist monthly to work on my shoulder pain! The New Manager Jace has made this location so much better!

May 06, 2024

All the therapist and facials are great

May 06, 2024

Ever since they got New Management and an Upgraded Staff in February, this place absolutely rocks!! Everyone has a great personality and are so welcoming and friendly. Every single Therapists are great now, I have been a few times since & tried a few out, you can't go wrong with any of them! I even got my girlfriend a facial and Gwen was amazing! She is a nationally reknown Aesthetician and she works here now! They do Dermaplaning and Waxing now!! I have extended my Wellness Program & got my girlfriend on it too for a Discounted Rate. It is good to have such a place in Belle Meade again. They are just across the street from Target! See them, you will be glad you did.

May 06, 2024

Ok I have to admit, I was very skeptical coming to this place based on past reviews, but I decided to give them a try and I'm SO glad I did! Gwen did my facial and I can honestly say it's the best I've ever had, not to mention that she is an absolute sweetheart and super knowledgeable! Everyone else there was so friendly and attentive, I would definitely recommend!!

May 06, 2024

Rocio was fantastic! Best massage in a long time. Great new management and staff - very pleased. Try the facials too!

Feb 06, 2024

David at the bell meade location was great

Feb 06, 2024

I love Aubrey!! He tends to every bone in your body!! Works out every knot!!

Feb 06, 2024

Nice people. Nice massage. The new management lady is a real tool. Took 8 hours of earned hours from me and removed my wife's account totally

Feb 06, 2023

I wish I would read the reviews before I get there. The girl at the front desk is cute. The massage though was not what I was expecting for. I booked 90’ and I had 80 min instead. That would not be huge problem if the massage was better. It was just pressing and not actually massage the whole time of the massage , I would understand if it was the first 20’ min but I don’t understand “pressing muscles” for 80 min. Specially when the massager didn’t cut proper the nails. I’m not a customer that usually complains but I love massages and that was not a great experience for me. I’m sorry for the review but maybe it’s a wake up call for the therapists maybe prove their technique or find therapists that they will bring better reviews

Feb 06, 2023

Too bad the owner just didn't need 3 estheticians. I definitely had wonderfully happy returning clients when I was there. It saddens me to see the negative reviews based on the culture of this location. I actually helped open up and was one of the 1st on board here. You get what you pay for a n d I'm not talking about the clients. We were promised a certain pay but receive half that! We could've went to the eeoc but opted to just employ elsewhere. I really hoped things would get better and I came online to check reviews before purchasing mother's day gift cards for a few people. So unfortunate that I have to purchase elsewhere. Well wish you all the best and hope you get some caring staff,therapist and Most of All Leadership! So much potential undelivered. I started my own clinic and couldn't be happier. Too bad it isn't close to Belle meade!!

Feb 06, 2022

Always helpful, friendly staff. Consistently good service.

Feb 06, 2021

Desmond was really welcoming and helpful. Thank you!!!

Feb 06, 2021

I had a reduction of hours at my job and wasn't to pay my membership fee. I called and explained this to them and ask for my membership to be frozen until I can pay. They said OK but never sent the form. So I called again, same thing.. They said OK but never sent the form. So I called again and asked for the manager. She refused to get on the phone, the person that answered the phone said they needed more information before the manager got on phone and wanted to know what I was calling for(even though they already knew). So I asked why I wasnt being sent the form and she said well we can't send it to you because your account is past due.. Oh they've continued to try and draft the payment from my checking account luckily is a prepaid account and can't be overdrawn... I digress, so I'm like why wouldn't you all just say that instead of telling me you are sending the form. And if I can't make the payment, why do you all keep trying to take it? I have frozen my account before and didn't have to go through this. I think it's unprofessional to lie to a client under any circumstance.. SHAME ON Y'ALL MASSAGE ENVY BELLE MEADE

Feb 06, 2021

Place is clean and staff was nice. I give it one star for the following reasons: - My masseuse spent most of the time "tucking me in" to the sheets over and over again. - My masseuse skipped around my body in a weird order, causing vital places to be missed. - The music was terrible and loud, in addition the speakers in the ceiling crackled the entire time causing the atmosphere to be uncomfortable and tense. - They advertise a "90 minute massage", but then when you get there they tell you it's really 80 minutes of "hands on" time (10 mins for undressing/dressing). After being constantly "tucked in" and my masseuse bouncing all over the place, I'd assume that I maybe got about 30-40 mins of an actual massage. Not good value for what I paid, even at the "intro pricing" which was $90(+ $20 tip). I will not be returning. Edited to include: To the "owner", I did not book a 60 minute, I booked a 90 minute. Unfortunately, as mentioned in my review I didn't even get the 80 mins I should have received. I feel like you didn't even bother to read my review.

Feb 06, 2021

This was my first (and last) time to this Massage Envy location. I had a “60 minute” massage scheduled that lasted less than 50 minutes. Additionally, the masseuse asked once we were in the room if I minded if she wore non-latex gloves for the massage. I should have said I minded, but instead I tried to be nice. A massage is not relaxing when the masseuse has gloves on. When I voiced my frustrations with the length of time with the massage the response was an hour massage is really 50 Minutes of hands on time so that you have 5 minutes before and after the massage for dressing or to consult the massage therapist. I told them they should have told me the massage therapist would be wearing gloves and the response was “she is the only one here that does”. I am disappointed and frustrated in my experience.

Feb 06, 2021

Worse massage ever. I wanted a relaxing massage I left with pain and sore back. It is just wasting money.

Feb 06, 2020

Birthday, and I enjoyed an amazing facial by Cameron, and a great massage given by Will. I felt great after the treatment, I will be going again in the future for these awesome services.

Feb 06, 2020

Extremely inconsiderate and poor management. I am guessing they have enough business to to not care about client retention. Will definitely not be returning for an average massage and do not/will not recommend.

Feb 06, 2020

Hmm. .......

Feb 06, 2020

My facial from Allison was amazing . The ladies working the desk were helpful and friendly. I’ll be back in 2 weeks!