I made a same day appt for my husband for 5 o'clock they explained how important it is to be there early or they will charge if you're late or don't show up. My husband really needed this massage and was excited to try massage envy.. horrible first impression. So disappointed. My husband arrived 15 mins early and had 3 people go in before him who just walked in. Employees walked by him and noticed him still sitting there 40 mins in but didn't say hey sorry for the wait, or your next type of thing. Then finally he's about to leave and they asked," how was it?" Uhh you just saw him and knew He hadn't been seen. My husband was annoyed as it was 6 o'clock and no one was apologetic or informed him for the delay.. and walked out with them saying, "don't worry you won't be charge for today". Very rude!