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| - I have been a member of Massage Envy for about 7 years. I rarely visit this location, though my wife does as she has a masseuse she likes there. My wife has had a issues over the past few years with massage appointments at this location. Today I got to experience the frustration my wife goes through first hand.
I made an appointment earlier in the week for a two hour massage. I visited the location, checked in and then proceeded to sit and wait to be called back. About 15 minutes after the start time of my massage the front desk woman asked if I wanted to check out in advance, for which I declined. About 5 minutes later, after I overheard some grumbling in the back, presumable where the office or shift manage is, the front desk person went into the back massaging area. When she returned I asked if my masseuse was not there. The reply was simply that she was not. I proceeded to get up, ask that they not charge my account and walk out. There was no apology for my masseuse not being there or them notifying me there was an issue before I had to ask. There was nothing but silence and an acknowledgement that my account would not be charged. As I walked out I stopped and expressed how displeased I was to have sat there for approximately 23 minutes after the start time of my massage without anyone telling me there was an issue. Again, no apology, no empathy, just a reply that they just became aware the masseuse was not there.
Fifteen minutes after the start time of my massage, while I sat alone in the waiting room, the office staff was able to think about charging me additional money to check out early, but not to check to confirm if the masseuse was there or not. Neither the front office staff or woman working in the office behind them, who popped her head out only for a brief moment and said nothing, had the professional courtesy or basic customer service skills to apologize for the mishap or offer a massage at another time. I have had mishaps with appointments on occasion over the years at other locations but never experienced such a poor response, due to the lack of any real response, as I did today.
I will not visit this location again and I would suggest you be weary of scheduling an appointment at this location as well, if you expect to receive any decent level of customer service. Scheduling mistakes seem to occur quite frequently at this location when compared to other locations we have frequented. This experience has caused me to question why I am even a member.
I wish I could rate this location 0 (zero) stars.
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