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  • I'm editing my review after Massage Envy contacted me, very concerned about what happened with their front desk employees: I wasn't able to make one of my appointments so I called more than 24 hours in advance and had the appointment given to my boyfriend, I gave all his information, and was told he was in the system and he was all set. When he arrived he was told he did not have an appointment. That's no problem, mistakes happen, so I called to correct the error. I was talked down to for "not giving enough notice" and when I informed them that I had given 24 hours and asked how that wasn't enough, since it's their own policy, I was blown off with "Well that's all water under the bridge now." Not a great way for employees to address customers who are calling to correct their mistakes. To make it worse, I asked to speak to a manager and got the same dismissive treatment. After posting this review and responding to the Massage Envy Survey they email after every visit, I was contacted by the manager by phone. Scariest part? The first thing she said was "I don't know who you spoke to, but I am the manager." Yikes. I was able to give the real manager the exact times I'd contacted the front desk, and a detailed recount of what happened. She apologized profusely, assured me that is not how employees are trained to treat customers, and said she'd look into it for me. She asked if there was anything she could do, but I'm not in this for freebies, I just told her to find the employees and give them better training on dealing with customers. My following visit was pleasant, though hard to judge since it was my usual appointment and I hadn't had to change it at all. But the front desk staff was prompt and very cheerful and pleasant, a smile on every face, it was refreshing. From what I was told, they had an influx of new people last month and the issues have now been sorted out. I'm disappointed that it happened, however I'm thankful the real manager was able to contact me and handle it. The massage itself is wonderful, I've never had an issue on that front. I've had massages at "resort/spas" on vacation and none of them compared to Jeremy. He's very good at addressing my problem areas as they change throughout the year.
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