Absolutely terrible to deal with. They screw you over every chance they get. They can't keep masseuses because of how poorly they run the business. The front desk is rude and unhelpful. I have 5 hours left of massages and I don't even want to go there to use them. Don't give them your money, there are much better places in the area. Hell, hire a homeless guy off the street, it would still be a better choice. read more

I received THEE worst display of customer service and a cold, wet massage that felt like it was her first one, on 12/6/2024. I was running a little late but arrived within the time allowed to still be serviced. When I got in the lobby, two associates were assisting other customers. Vicky told the customer in front of me that she was checked in and could go sit in the waiting area. Then Vicky came back to check me in. Well, that's what I anticipated. Until, Vicky began to access my problem areas in front of everyone in the lobby. I told Vicky I did not feel comfortable discussing my physical issues in the front lobby. Vicky proceeded to tell me everyone gets accessed in the front lobby. Her words, "this is how we do this everyday. oh it'a okay, we only ask these questions once in a blue moon." I reiterated my discomfort with the front lobby accessment of my physical issues, but Vicky would not stop. Vicky stated she was only trying to make sure I got my entire 90 minute massage. However, that is a big lie! I got there at least 5 minutes late, then Vicky took another 5-7 minutes to violate my HIPPA rights. My appointment was scheduled at 3:30pm. At 5:00 pm, I was already in my car, leaving Bridgewater Falls. The massage itself felt like Vicky ONLY felt like rubbing cold lotion over my body, and then this lotion never dried. I was so tense during the whole 90 minutes, because I didn't know when she was going to lather me up again. When she worked on my hamstrings and shins, she kept tickling me. I told her but she kept doing it. Then she got an attitude because I was laughing. I couldn't help it though. She wouldn't stop. My skin was still wet in certain places because Vicky didn't rub it in enough. She made me feel like she didn't want to massage me. Then when it was over, Vicky asked if I enjoyed it. I just said yes and gave her a $20 tip and I pray she receives a lot of blessings After paying my tip, I asked Vicky to cancel my membership. Vicky was kind enough to explain the cancelation policy to me. She tried to offer me a free massage but I declined. I said that all I ask is to receive the same amount of respect and patience as she displayed with the customers before me. read more

Getting a membership was a huge mistake. If u like a good deep tissue massage..good luck. Maybe if you are the first they do on their shift. None can retain staff which says alot. There is fee to freeze your account there is a fee to transfer paid for massages to your spouse who is a member. I just want out of this nightmare. read more

Massage therapist talked about her family for the bulk of my massage. Not very relaxing

I had a facial. It was okay... nothing special. I had a 90-minute facial with a few extras. It was more like a shoulder neck rub with stuff on my face. Facials in the past have been relaxing and soothing - this was not. This felt rushed and was rough on my face (a lot of pulling to remove make-up... never had this before.) At the end, I specifically asked why one part of the facial was not done (extractions) was given an answer that was less than satisfactory. This didn't seem correct. I have blackheads at the jawline, a place she didn't look. Came home and looked - sure enough, they haven't disappeared overnight. Had she said something during the facial or given me an update I could have shared my concerns. That opportunity was not provided and the procedure was simply skipped. Not impressed. Will not return. read more

Was at this location recently to redeem a gift certificate. I was interested in getting the membership until I received the actual massage. I requested a 60 minute massage. My appointment time was at 7 pm. I arrived there 5 minutes before. By the time I checked in and was escorted to the back, it was 7 pm exactly. When I got in my car to leave, it was 7:50. Clearly my massage was not even an hour long. When you factor in the time it took me to get dressed and checked out, it was probably more like 45 minutes. The masseuse talked the entire time. I mean, the entire time. I'm all about friendly banter here and there but when I go to get a massage I'd like to lay there, relax, and enjoy the experience. It's very hard to enjoy when you have someone trying to up-sell you the entire time. Not only that, but he kept mentioning the fact that I had a lot of moles on my back. I'm fair-skinned and I freckle and get a lot of moles. I'm not a fan of them, but I also do not need someone to remind me they are there, least of all someone who isn't a MD of dermatology. The massage itself was mediocre at best. I instructed him to use "medium" pressure. He said he'd try because he was one of the deep tissue specialists and it might be hard for him to do. I did have to tell him a couple of times to lighten up a little, which he did but then would drift back into deep tissue pressure. I was sore the next day. I definitely will not be back. read more

I understand it's Covid and everyone is doing their best, if though you would like to be ripped off and continually charged even after canceling your membership then become a member at Massage Envy, they are very good at continuing to charge your account even though you have verbal and email contact with them read more

They tricked me into a membership. Told me I could cancel at anytime and it would be easy. After over a year of wimpy massages, and they kept scheduling me with a lady, who would never shut up! She talked the whole hour. I could never relax. I knew this ladies whole life story. She way gay and single. I think she was hinting around at me. Well Im straight!! Anyways they made me write a full letter as to why I had to cancel, because they tried to refuse my cancelation. It was ridiculous. I had paid credits never cashed in on. Especially after how I was treated. The front desk people are stuck up snobby Bs. Then one day a long while later. I received notice, Massage Envy was being sued as a result of this business practice. Lmfao Karma's a B ain't it. They continue to get sued. Was sued again in 2021! read more

Before you think about going to a regular spa for a massage - give this place a chance. I signed up for a membership, and it's completely worth it. After a week of staring at my computer with horrible posture, they're able to take me from cranky to smiling in under an hour. One great thing about this place is their hydraulic heated tables - if you've ever gotten a massage on a wobbly wood table - you'll appreciate these tables. I like to take my mom to get a massage when she comes to town, and as an older person who has had both knees replaced, jumping up on a wobbly table is a concern for her. Whenever she goes to Massage Envy, they lower and raise the table for her with the flip of a switch so she's comfortable. This place has the best therapeutic massages I've ever had outside of the chiropractor's office. read more

I was welcomed by the staff as soon as I walked in. This Massage Envy location was very neat and clean, like all the other ones I've been to. After filling out the registration form, I was directed to the inner waiting (quiet) room. My masseuse showed up within a minute. Her name was Sara. She directed me to my massage room and listened to what I wanted done. I asked for deep tissue in very specific areas and she totally delivered. This was THE BEST deep tissue I've ever gotten. She expertly honed in on the problem areas and I left feeling GREAT. I highly recommend Sara. She was polite, attentive, and professional. I got really luck with Sara. She told me later, after I complimented her on her work, that she really enjoyed upper body work and that it was in fact, her specialty. The only thing I wish I would've gotten (which is why I didn't give 5 stars) was that the massage bed was not preheated and I didn't get a roll put under my feet. The roll placed under your feet (when you're lying face down) is nice because it elevates your feet, preventing it from twisting in a weird way. Avid massage-getters know what I mean, right? read more

I have been a loyal ME member for 9 years and my recent experience with the staff at Bridgewater Falls inspired me to cancel my membership. I've rarely used my membership for the past 2+ years because the quality of service has steadily declined, as good therapists leave for greener pastures. It's just not worth dealing with the rude front desk staff to get a meh massage. Taking my membership dues to a company that values a loyal customer!! read more

If you want a spa massage, I would recommend an actual spa. It is this member's impression that Massage Envy is more of a McMassage. Quantity vs. Quality. Customers are pressed with each visit to sign up for "the Plan". I regrettably signed up for the monthly plan which entitles the member to a massage a month. What Massage Envy staff neglects to inform you of is they do not have the staff to fill increased appointments. If your technician calls off your massage is cancelled (which you've paid for already due to "the Plan"). Next available appointment is in 3 weeks. Let that sink in...3 weeks for a scheduled monthly therapeutic massage, which you've already paid for. I completely understand people get sick, I am sorry the therapist was sick but ultimately that is not the problem of the member. It is Massage Envy's responsibility to compensate for and take care of members. It is not a good business model to push memberships on customers if you do not have the staff to meet increased demand, but as I stated earlier I do believe this business model is to compensate for quality/customer service with quantity. After much wrangling on the phone with the young woman who contacted me from Massage Envy to cancel my massage (I must say she was helpful, and apologetic..her hands are tied with low staffing as well). She was able to reschedule for a week later, however if I hadn't pushed I would be waiting until mid September for my August Pre Paid Massage. Again,this left a bad taste in my mouth as well. It is bad business to leave front end staff to clean up the mess the manager/franchise owner have created by pushing memberships without the staff to compensate. I won't be renewing my membership, I'll return to an actual spa for my therapeutic massage needs after the expiration of my contract. The staff is friendly yes, but the staff is friendly at every spa I've attended so I really can't give points there. The massages are good, but again they are good at Village Spa and Mitchell's as well. What I have to grade is the membership, which sadly has proved to be stressful. And if a spa experience is leading to stress, now that is a problem.... read more

Great, convenient location if you need a massage. Although not as fancy as your more upscale salons, this location is clean and nice. Perfect way to relax without having to travel too far from home. read more

Best experience hands down. Very professional and caring. Call in advance for your appointment because they get booked really quickly. Clean, relaxing environment. Fair pricing. Super friendly staff. HIGHLY recommend! read more

So this was my first experience with envy and it was awful!! The masseuse talked through the entire session about her personal life, I wasn't able to relax at all. She didn't even hit my main points and I'm still in pain. Not the best experience. I would not recommend this location! read more

Updating to add this. I've tried several different massage therapists at this location, and Darlene is the best! Book with her if you are looking for an amazing experience. read more

I've been in twice now. The first time was fine, no complaints. I wasn't overly excited about it either though, I've had better massages but it wasn't bad by any means! The girl was very sweet and did a good job. The second time I was in I was there several minutes early but taken back almost 15 after my appointment start time. She assured me I would still get the full massage time, however I was finished, dressed and already checking out at the end of my hour time frame so not sure how that is the "full massage time"?! My mom gave me a gift card for my birthday and I was scheduled again for a 30min stretch followed by a 30min massage. They called the day before to confirm and all was good. The day of my appointment they called me several times in a row (I didn't recognize the number and I was working so I didn't answer right away) just a few hours before my appointment to tell me they were over booked! Seriously?! I schedule appointments everyday of my life and really don't understand how this happens?! Especially at a place like this when I've had the appointment for a several weeks now. I'm rescheduled for a few weeks from now so I'll see how it goes. I may just use the end of my gift card and then find another place to get massages. read more

After a poor experience at the West Chester location I was hesitant to come back but my husband gave me a gift certificate so I came back to Bridgewater. Karen was excellent! She listened to everything I said and was able to find and focus on my tighter muscles. Karen was also extremely knowledgable which I greatly appreciated. Thanks for the great massage! read more

My wife and I were both members at Massage Envy. In 2009, we spent $1500 at this location. They ended up cheating me out of a 30 minute massage based on a mistake they made. I have filed a BBB complaint and will post the full result when the issue is resolved. As of now, they have complicated their own mistake by not solving the problem. This review is for management only. The massages were always good although you do not get an hour you really get 50 minutes. read more

This is the best Massage Envy I have visited (except maybe one in Brentwood, TN). Very competent professionals. Clean, serene environment. Excellent front desk staff. If you want to have a Massage Envy membership, pick this one. read more

Less than thrilled. I was going to Kelli and had a couple of really good massages. Then had Omaris- terrible! Does not seem to have much experience or feel for the job. Went back to Keli and it was so-so. Will probably just try to go to other locations from here on out and hope for better.... read more

This was my first massage and Lexie did amazing! She made me feel very relaxed and really got the tension and knots out of my calves, feet, and shoulders. Would definitely recommend this location and Lexie! read more

I love Massage envy. I am now a member and so happy I am. Every time I go in I'm greeted with a smile. I have tried a few of the therapist and have enjoyed every visit. If I get crazy busy and my points build up they will call to remind me I need to relax and I love that. The beds are amazing the lighting is perfect. If anything at all could be better would be a little personality to the rooms. read more

The administration of this establishment is beyond poor. Not only have I had to fill out the same paperwork multiple times and had my bookings entered incorrectly, but the front desk has absolutely no interest in placating angered customers affected by their mistakes. They have lied about managers comments and availability to discuss issues. At each visit, there has been some kind of issue with the location, from restrooms being out of service to their systems being "down".I've never seen the owner in this location, and seriously doubt their concern for this business. I've been a ME customer for years and this is by far the worst location and experience I've received. read more

I paid for an hour massage and it lasted 40 minutes. The masseuse was 10 minutes late for the appointment, had rough chapped hands and minimal experience and stopped 10 minutes early. It was suppose to be a Relaxation massage and I was extremely dissatisfied and was glad when it was over. I can tell you I will NEVER return. read more