Massage Envy

I have been a member here for years. My service providers for massage (Jarrett) and stretches (Travis) are phenomenal. However, some of the reception staff are incompetent. They tell you that they will get back with you about an inquiry and never call you back. Lately it has been very difficult to get an appointment with my preferred servicer, so I have decided to cancel. Being fed up with the front staff's customer service, I walked into the facility to cancel my membership and was told that it would be cancelled. I even scheduled appointments to use up my last 5 credits. Here we are almost a month later and they are withdrawing membership fees from my account. I call to get clarity about the withdrawal and I was told that I needed to complete some kind of form to cancel the membersh

If I could give zero stars, I would. What was meant to be a simple birthday gift for my son turned into a very disappointing experience. This establishment is not ethical in how it pushes memberships. I purchased a facial as a gift, and instead, they signed my son—still a student—up for a membership without an adult present to guide that decision. When I contacted the manager to address this, she was more focused on defending the sales tactic than offering any resolution. I will not be returning and would caution others to be mindful before doing business here.

I am writing to express my disappointment regarding an experience I had during my most recent visit to your location. I was scheduled for a 2:00 PM massage appointment with Karen. Upon walking back with her, I asked for clarification about a comment made by the front desk associate, Elisa (sp), who mentioned, “You should get the best service she can give you since you’re late.” I simply wanted to understand what that meant. Because it shouldn't be no other way for me and I know that I am late, I have had wonderful 30 minutes sessions. And every time I have come their my services was late, and I was nice and kind. Karen responded with an unnecessarily sharp and dismissive tone, saying, “What does that have to do with anything?” Her response felt disrespectful and unprofessional, especia

I schedule my appointment weeks ago. I waited and received a text message and I called to find out my appointment was canceled 1 hour and 30 minutes before my appointment. I still need a late appointment and was told the next available will not be until October or November. I asked for the number to their corporate office and was inform by a young lady only the manager has the number and she is not in. This is the worse customer service and time frame to reschedule I have ever seen. Why do I have to wait so long when they canceled my appointment. I’m very disappointed.

I purchased a 3-pack massage gift series ($300) at the Waldorf, MD location on June 30, 2025. I was told the recipient could “just walk in” and redeem the package at any Massage Envy location. That turned out to be completely false. The recipient, who understands how Massage Envy works, attempted to schedule on July 2nd. She was told the next available appointment at Waldorf wasn’t until August — even though online availability showed several openings within a few days. It felt like the staff was purposely making it difficult to redeem the gift. When I confronted them, they suggested trying another location. That second location said the gift could only be used at the original Waldorf store — again, contradicting what I was told during purchase. I called Waldorf to escalate, but was refu