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  • This is review is purely on Customer Service. Yesterday in the afternoon I scheduled an appointment online for Saturday at 4:30PM for a 90 Min. Massage (or so I thought.) I have only had 1 or 2 other massages in my lifetime and have not been to Massage Envy personally but hear great things. I typically never do anything online but I was at work and have been in so much pain I didn't want to forget to schedule. I put in all my information and confirmed. Shortly after I had a missed call and Voicemail just reminding me to show up early to fill out paperwork since I have never been. Okay cool, got it. A bit after that I saw the same number calling on my cell phone and realized it was them. I answered and the woman introduced herself from Massage Envy. I then proceeded to inform her I got her message and understand about showing up early for my paperwork. She hesitates and goes "well it's 4:35." At that moment I realized OMG I accidentally set it for that day and not Saturday! I told this all to the woman and she said she had to put me on hold. After she comes back she tells me she has to charge me for the massage! I was confused and blown away. I said I made this appointment 2 hours ago.. and by the conversation you can tell I genuinely made a mistake and was extremely apologetic. I asked if I could talk to a manager. She said her manager is the one who said I had to be charged. WHAT!!!?? I asked to have a number for corporate because I was just upset and appalled that I was going to be charged almost $90 for an appt. I accidentally made not even 2 hours ago. She said she doesn't have a number for corporate just her general manager and so I asked for that number or to speak to the manager above who she spoke to at that moment. She put me on hold again and then came back and told me they will waive the fee but proceeds to try and guilt trip me that now the therapist is "Losing out" and I should reschedule with him and asked me if I could come in Friday or Monday. I could not because I work so that is why I would never make an appt. during the week. Also, I am not really sure what he is losing out on besides maybe my tip because I do know they make an hourly wage there. I am in Real Estate. We actually work for free for clients and do not make any type of wage and NEVER have I ever tried to guilt trip a client and tell them how much money I am losing if they made a mistake or had to reschedule an appointment, etc. At this point I did not even want to have a Saturday appointment because I was so turned off & stressed out about it but I felt uncomfortable saying that since it was already such a bad experience.. So all I have to say is sometimes things are not Black and White. Getting my massage Saturday but will frequent another location in the future.
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