Massage Envy

Sep 06, 2024

Had an amazing facial with Arlene yesterday. She was so genuinely kind and we had a very pleasant conversation. The extractions barely hurt at all she had such a gentle hand. I left feeling completely refreshed. Thank you Arlene!

Apr 06, 2024

I will post a very poor review if Corporate Management does not do the right thing and return at least 2 of my 2 1/2 treatments not used because I was Never notified of the Medford location closing. I did take a picture of the door stating they were closed permanently. This was on the date of my appointments. Sadly disappointed! Please send this review to the highest person involved in such dilemma s. I thank you sincerely. 🙏🙏🙏

Mar 06, 2024

Front desk staff were all rude but my message therapist was good. I really didn’t feel as if it was worth the cost since I am not a member. The room was freezing.

Mar 06, 2024

I did find a massage therapist I like & have been going for a year. However their booking system and staff are not up to par. Over the last two months my appts have been cancelled without notice. I even arrived to my “appt” this week and was told I didn’t have one. When asking for staff to assist in trouble shooting why this was happening. They were absolutely useless, did not offer any follow up, did not apologize, didn’t offer to rebook. Just absolutely annoying. Do better.

Mar 06, 2024

I have been trying to cancel my membership for over a month. As soon as I sent in the cancellation form, they stopped responding to my emails. My card was then charged again, so I followed up reminding them my membership should have been cancelled already and that I expect a refund for the last charge. They still haven't responded, so I am leaving this review in the hopes that they will see it and decide to do the right thing. My experiences with the massage therapists, have always been great. The monthly fee just became too expensive, and after this experience, I wouldn't go back to this branch just on principle.

Feb 06, 2024

Easy check in and out. Nice and relaxing experience.

Feb 06, 2024

Super friendly, on time and great facial!

Feb 06, 2024

Facial was great, but short, they cut my time by nearly 15min. I called and said I was using the last appointment from my membership after I cancelled it. They told me on the phone that they could use it there since I was coming from out of state. I was unaware that you have 30 days to use your last appointment but I thought they checked when I called weeks in advance on the phone. They did not and when I got there they told me I didn’t have credit so I said then I’ll cancel but the lady said I’d still have to pay for the appointment because I booked it. Which she waited 15mins into my appointment time to tell me that! So I paid full price for a facial that was so short. Super annoyed with this staff. Besides the facial masseuse.

Feb 06, 2024

Justine is amazing!! Great pressure and customer service. The front desk ladies were professional and very helpful in fixing my membership snafu from another location.

Feb 06, 2024

My experience with my therapist, Ines, was wonderful. However, the manager was extremely rude and abrasive. I had an appointment scheduled for the previous week, and on the day of I got sick, and therefore was unable to make the appointment. I called to cancel, and after asking if I would be charged a fee I was told that if I cancelled there would be a 50% fee, but if I rescheduled there would be no fee. After hearing this, I rescheduled for the following week. Directly after rescheduling I saw that I was charged 50% of the cost, so I assumed this was to prevent any further cancellations. I went to my rescheduled massage and had a great experience with Ines, but when I went to check out, the receptionist told me that I owed the full amount. I explained that I had already been charged for half and had been told on the phone that there would be no fee. The receptionist went to get the manager, who I then heard loudly complaining about me, saying that I am “not even a member” and “didn’t keep the same therapist” (never once was I told that keeping the same therapist could be a requirement for rescheduling). They both then came back to the counter, and the manger rudely told me that “their rules are their rules,” and cancellations within 24 hours get a cancellation fee even if they are rescheduled. I told her that this is not what I was told on the phone, and that I probably would not have rescheduled if I knew that was the case. Very upset with the way I was spoken to, especially since I was going by the information given to me by whichever receptionist I spoke with on the phone. If this is the customer service that Massage Envy provides I will not be returning.

Feb 06, 2024

Only giving it two stars because the esthetician was great the first time I went. I’m a teacher and around 2 I started feeling really under the weather. I tested positive for COVID two hours before the appointment and they still made me pay 50% cancelation fee. This is ridiculous and there should be an exception to this policy, I cannot predict illness 24 hours before or even 12 hours as they told me on the phone. Really disappointed because I was planning to just reschedule but I will never go to this company again.

Feb 06, 2024

Terrible experience, terrible customer service, don’t go here. I left in pain, the room was freezing cold, the massage super rough, I was in pain tensed and was not relaxing at all.

Feb 06, 2023

Not good

Feb 06, 2023

Purchased a gift card only two days ago and found out the person who the gift was intended to has free massages through their insurance. Massage envy does not offer this. They will not return the gift certificate. I paid with My credit card, I have the receipts. There should be no reason why I can't get a return for a purchase like any other purchase.

Feb 06, 2023

So so

Feb 06, 2022

Awesome place saugus one I see ashley for facial and back she is awesome

Feb 06, 2022

Do not even waste your time. It is a scam. They will keep charging you monthly and have no appointments available.

Feb 06, 2022

I accidentally went to wrong location as i have appointments in this month at both locations and got me confused. As I received text msg only for confirmation not call with live person and i didnt paid attention seeing location in that msg. ( even msg says massage envy saugus only not adress or any call back info ) not only client fault. I arrived on time but on wrong massage envy. Upon arriving i told them i cant chek in online ans they confirm its not here thn i realized im at wrong place and i tried to make it at right location for my Prenatal massage session which i wanted for long time which was required for my health conditions too. But on Friday evening from medford to saugus would take 35 + minutes by car i called to request manager to do one time adjustment or courtesy waive cancellation fee. Manager very rude disrespectful and kept allegations on me saying i dont have proof to justify my 3 reasons i gave her for this issue. And didnt even hear me and kept assuming and blaming me why i didnt called earlier and i wasted therapist time and disrespectful of her time by not showing up. ( showed up on time but unfortunately wrong location) which they can confirm as same manager for both locations. I even offered her to proof i can bring doctor note that 1) i didnt even go to job today due to having bad pregnancy cramps and 2)confusion with appointments at both locations and now 3) traffic would not make me come on time even if i wanted massage. I live in between this location so if i didnt wanted to show up n make excuses i would not even drive to medford location n if i did than i could have just drive to Saugus. And after this mess i wasted 30 mins on call with rude manager so thts almost more than 60 minutes my original massage session which i could have got it without all this. But insted she even denied to give any further communication options to talk someone beyond her. Very unprofessional manager who escalated situation for no reason. And put allegations on client and very rude disrespectful. Plz save time and dont even schedule appointments further as they want you to show up any reason on client’s life or death or health concerns reasons. Otherwise you lose ur money. Been member for 3 years and my spouse for 2 years. This is treatment you get after loyal client.

Feb 06, 2022

I booked a last minute appt with Justina today at the saugus location. She was polite, professional, and gave an amazing massage, I highly recommended booking with her more!! I really enjoyed my experience there. The online check in was very easy and there was zero wait time inside which I appreciate.

Feb 06, 2022

I had a fairly unpleasant experience with this massage envy location. I had been going there for about a year consistently to get my massages. At the beginning of last year, my mother needed medical attention and it consumed a lot of my time leaving me with no option to come get a massage. I called up the location and told them about my situation. They said they would put my account on pause. A few days later, I realized that I received a charge from massage envy. I had to call up and find out what was going on. They told me that they had no record of me calling and that they could not give my 60 dollars back. I was finally able to talk to a manager who credited my account for 60 dollars. Then the pandemic occurred. I called to tell them as a 62 year old man I did not feel comfortable since I did not have my vaccine yet. They told me that they would "give me 3 more months" to use my 60 dollar credit, however I had no vaccine and was not going to put myself at risk because they did not want to work with me. Instead they wanted to keep my 60 dollars and that's it. That's all they cared about. This was one of the worst customer service experiences I have had. Why would they want to lose a future consistent customer for 60 dollars?

Feb 06, 2022

I’ve been seeing Ashley for years for facials and she is simply the best!

Feb 06, 2022

The place is clean and the rooms are private. Personable staff, however, for a "1 hour" session, the massage is only about 40 minutes. It's pretty pricey, not to mention the additional $15-$20 tip.

Feb 06, 2022

Tried booking a massage for my birthday. Showed up a half hour early. Was told ten minutes after my appointment my therapist didn't show up for work today. I'm sitting in the parking lot, on my birthday, crying. I'll never go to massage envy again.

Feb 06, 2022

Two times I've left in more pain from whatever the massage therapists did to my neck and back. I have never had an absolutely amazing experience since my first massage 3 years ago and why I've stayed this long.. I also thought this is just how it is. I've repeatedly changed therapists and never found one I like enough to keep. Fortunately, I tried elements and have already started a membership with them and 2/2 massages with different MT have been amazing and worth the extra money. The best day with massage envy will be when my contract runs out. The front desk staff is their only redeeming quality and why they don't get one star.

Feb 06, 2021

Got a gift card with a $40 promo card the first week of January for Christmas they were completely booked up for weeks. By law they were shut down in mid March however the govener had been warning people to stay home for weeks prior to shutting down the state due to the corona virus.(starting in February) My promo code expired March 31st 2020 massage envy officially closed Mid March and didn't open back up til mid july so I couldn't use my cards when I called and spoke to the supervisor she said they couldn't honor it.

Feb 06, 2021

This model works well for me!

Feb 06, 2020

I tried calling to book an appointment at this location and I was on hold for 5 minutes then the person answering the phone was rude. I asked her what times she had available for a specific date and she would't answer the question. She kept on asking me what time I wanted and when I told her she said it wasn't available. Therefore, I asked her again what times do you have available and she told me again what time am I looking for. It felt like I was going in circles and not able to book an appointment. Also, her tone of voice seemed like she was unhappy to be working there. This will be my first and last time calling this location for service.

Feb 06, 2020

Serene, staff is always ready to get you water, warm neck wrap. Find out what you need without just doing what they want.

Feb 06, 2020

They never seem to have available appointments and when they do they cancel last minute. My last appointment that I showed up for the girl told me "someone should have called you" to cancel because the person you have an appt with has been sick. Terrible customer service.