Massage Envy - Surprise

I received my 24hour confirmation text yesterday and replied N to cancel my appointment. Today I was called by an extremely unprofessional and rude front desk agent who promptly told me that they had confirmed my appointment so they would be enforcing the cancellation policy and would be charging me half the cost of the massage. I offered to send a screenshot of my cancellation reply to which she responded it doesnt matter. I asked to speak to the Manager, when the Manager, Julia took the call she was just as rude, did not introduce herself did not attempt to listen or hear my perspective simply dismissed me and repeated that she had to enforce the policy. I have been a member for 13 years and rarely cancel or reschedule an appointment. I am disappointed that this lack of customer service is tolerated and that I was given a blanket response and basically a dismissed. As a longstanding customer I would have expected more and I will be cancelling not only my membership but also my 3 family members.
Mar 13th, 2024

Update: there is no update other than my lower back has not stopped hurting everyday since this botched massage by Xavier!!! I used the link the owners replied here and heard nothing back and no real apology other than this automated one here. They didn't even try to make things right. AVOID this location as they don't take responsibility for their poor service!!! Worst so called massage eve!!! So bad I don't think I want to bother with one again. My 1st 90min massage by a guy for firm presure and I was ready to go almost immediately. However i tried to give it a chance. It wasn't even a massage, rather a glorified slathering in oil if that as the oil or lotion wasn't even worked in. My husband could have done a better job grudgingly. My 8year old child could have applied more presure. I asked for my feet and hands to be addressed, they bearly got any attentionand absolutely no presure nor enough movement to even aind in blood floow. I was starting to think it wasnt something they handle or I wasn't heard idk or my tec had an issue. Mind you of course I'm clean and my feet are pedicured. There was no technique and no real pressure other than on my lower back where I didn't want any attention and my shoulderblades instead of my shoulder and neck.When it was time to go, I had a hard time getting dressed as my lower back was in pain. I had to wipe off with two hot towels as it was way too much oil and there is more to a massage then oil! Looks like I oiled my shoes to a fine shine. I'm so ticked off and disappointed and dissatisfied, as this was gift from my daughter who worked hard to save and attend with me after the last one she got me got blown by covid. Her facial was good at least but still was a waste of money and my time! Maybe if you're an older or sensitive person or lonely for any kind of touch or you need assistance over moisturizering your body,this may be for you. But if you're looking for a massage, I can not recommend Xavier. Nice man, and generous with his time as he claimed I was 20 mims late and he made up the time so that I only missed 10mins. Idk as I was ready to get the heck out of there.I even asked how much timewas left, that's how I was even told about the time make up.(Even though I wasn't 20mins late either btw) I now appreciate the weak little job my nail tec does at the end of her day in comparison Oh my lower back. Maybe it's a secret technique that hurts 1st and feels great the next day . If so I'll update.
Dec 28th, 2023

Sat. 5:45pm I'm disappointed as I made the trip based on Google listing a closing time of 9 pm, but the store's door indicates a 7 pm closing. It's frustrating to find it closed, especially without any posted explanation. I was hoping to purchase a gift card, and this situation has been inconvenient.
Dec 5th, 2023

I love my experience here. I got enrolled at the moment I showed up. I got on the schedule the very next day. My masseuse, Daniel , is amazing at deep tissue massage. He takes such good care of me and Im really grateful that hes alive! I feel like the next year is going to be very therapeutic and restorative for me. Im grateful that a place and entity like Massage Envy exists.
Dec 5th, 2023

Oct 20th, 2023