Meh- the hours are random, you can't get an appointment. The manager doesn't call back and doesn't seem to ever be on premise.

Very deceiving billing practices. I booked a 60 minute stretch and at the beginning of the stretch, was offered their rapid tension relief. Ok, sure, since you recommended it. Then came to the bill and I was charged $65 for the add-on when, during booking, it was clearly shown as only $15. Very bait and switch. No thanks. read more

I do not recommend joining this location. They seem to have very few massage therapists, so you need to book more than a month in advance if you want an appointment. It gets hard to use the sessions you've paid for with your membership unless you will travel to other ME locations. It wasn't always like this, but ever since covid it seems like they don't have enough staff. read more

I had a massage today 1/25/21 Brookfield. My massaue name was Marianna she did A great job. It was a gift from my Daughter for Christmas . I asked her what she paid for an hour massage she told me 120.00 . I have never gotten a massage from Massage Envy before. I have a habit of timing my session when she said our session was over I looked at the timer said 45 min. I told her my daughter paid for an hour why did I get shorted on my time. She said its a 50 min hands on massage. They asked me to fill out their questionnaire which I did that was part of my time. If you buy 1 hour massage you should get all your time u paid for. I will never pay 120.00. For 50 massage plus tip. They should disclose the fact that its a 50 min massage not an hour. I would use them only 70.00 for a true hour massage or groupon for half price. BUYER AWARE U DO NOT GET WHAT YOU ANY PAYING FOR. read more

The professionals at Massage Envy have changed my life. I don't usually wax poetically that anyone can have that great of influence on my life, but I mean this with every fiber of my being - if you use these services on a regular basis, it will change your life. I feel better, not just physically, but the work done to your body also helps you emotionally and psychologically. When it's been too busy, and I haven't gotten my massage, everyone around me can tell! And speaking of busy, the great people at Massage Envy realizes their customers have lives, and work, and families, and just life to juggle around giving an hour over to 'no cell phone, no emails, no contact.' I've had to switch or cancel appointments due to work, and they understand and work with me to reschedule. (The app is super helpful with that too!). And to speak of the amazing employees at my location: I've had a few different therapists and have be welcomed in to the facility by a number of different employees - every single person that works there is happy to help (in times when I have to switch or move stuff around), they are cheerful to speak to in small talk, and are knowledgeable about how to provide care for bodies. I was apprehensive, just like others are saying - this is a pandemic! how can you have massages!? Everything is clean, protocols are kept, and all the employees back at work are still just as friendly, massages are just as good, and as a customer you come out feeling that you maintained social distancing and healthy boundaries, while taking care of yourself at the same time. And, between you and me: the prices of what you pay for, versus what you get. It's worth it. kc read more

Purchased a gift card over the phone- went to make an appt months later thinking I had 2 gift cards on file ...... girl who answered said my purchase never went through. I bought that as a holiday promotion which were no longer available. I asked if they could honor that rate, was told no. Terrible customer service, especially during COVID. I will be happy to take my business up the road to the other place in the Shoprite shopping center.... read more

I purchased a gift card for my daughter-in-law over the phone and asked them to hold on to it for my son to pick up. I made an embarrassing mistake. I called the wrong place. I meant to call another local spa that my daughter-in-law frequents. When I realized my mistake, I called right away, hoping for understanding and a refund. I had to call three times before getting an answer - which was... no refunds, even though they still had possession of the card. They said it was a national policy and I could call the national office, which I did. Over a period of 4 business days, I left 5 messages with customer service and one with the CEO before finally receiving a call back from...IT. (You have to wonder about a company that uses IT personnel to appease customers.) Their answer was no refund but I could possibly work something out with the Brookfield location. So, I called again and asked for a manager to call me...it never happened. I called again two days later and asked for a manager. After being placed on hold an employee told me no refund,,,,but again, no manager talked to me. I made a stupid mistake that I admitted, and was hoping for some understanding during unusual times, however, what angered me is the total lack of customer response! Not one conversation with the local manager and 6 calls to the corporate customer service office before even a response? That silence speaks volumes about how they really feel about customers...Beware! read more

Never been here, but keep getting flooded with emails about appointments and such. When I contacted them to find out what was going on, they are telling me that I did go in, when I didn't. I live on the other side of the country. I am thinking there was identity theft and they argue with me that it doesn't happen, meanwhile, my cards are charged and my email is being used. That is illegal. They REFUSE to contact the "Stephanie" who has been coming in under my name. It's really horrible. read more

I had the most amazing massage here! The staff was so friendly and very respect of all the covid craziness. I felt like a million bucks after! I can not rave enough about my experience! I would highly recommended the brookfield location to anyone looking for a great massage or treatment! They even have prenatal massages and a physical therapist on staff. What more could I ask for! read more

I have been going to Brookfield for years. Went for my appointment yesterday to find the doors locked with a note that said "this locations temporarily closed". I had no one contact me to cancel my appt., so where is my money? I also have a gift card. How do I get my money's worth out of that? read more

I've had many massages over the years and my massages last week and this week were exceptional. Uni was amazing and immediately found the knots and stiff spots on my body. After my massage my range of motion was significantly improved. The professionalism of the staff and the Covid 19 protocols were executed fully and safely. Highly recommend. read more

If I could give zero stars, I would. I went on 11/22/21 for a regular massage. The massage therapist was fine, but the experience was NOT RELAXING. An employee brought their 1 year old toddler to the spa. (Now, I'm a parent, and I get it. You've got to do what you've got to do sometimes.) From my understanding, the child is at the spa EVERY MONDAY. The child was screaming intermittently, and I could not relax. I felt like I was in a PEDIATRICIAN'S OFFICE, not a serene space of tranquility. I was about to stop the massage, but then the noise stopped. Fifteen minutes later, not only did I hear the child, but during the massage, I could HEAR every client entering the doors. Not muffled chatter either - distinct conversations of "How are you?" and "Thank you!" Now, here's where the less than zero comes into play. The woman (I think it's the manager or franchise owner) asks me how my experience was. When I point out that all that I just explained, rather than make it right and offer a free massage, she says she'll put it in my notes not to put me into room 2 again. (As if ANYONE should ever be in room 2.) Then she tells me I can get a discounted monthly rate, but this one costs $120. She offered NOTHING. NADA. She got her $120, and she LOST ME FOR GOOD. I was laughing on the way out. Does she really think I'm going to hand over my hard-earned money to a place that DOESN'T CARE ABOUT CUSTOMER SERVICE. If she brought her kid to a day care that didn't meet her expectations, do you think she'd sign up to fork over her money every month when they did nothing to satisfy her when she was dissatisfied? No, she would not. So, for such horrible customer service, this client is going to give Hand and Stone a try. Envy that, ME (Massage Envy), and please take my review into consideration. The entrance to parking lot is a death trap. Steer clear of ME in Brookfield, CT. read more

I had an amazing facial with Molly a couple of weeks ago that left my face feeling and looking so amazing. She is so personable and friendly. I also recently had my first ever massage with Shavonn, and I feel like a brand new person, literally felt like I was walking on feathers afterward. All the employees are so welcoming, they follow all covid protocols, and they make sure you have such an amazing experience here! read more

I've been a member of the Massage Envy system since about 2010, joining originally in R.I., using locations nationally, and eventually moving my membership to Brookfield CT. I was thrilled when they opened a Brewster location a few years later - much closer to home. Unfortunately, Brewster recently closed so I'm now forced to go back to Brookfield. I will say that overall my experience has been excellent. I can't recommend any therapist in particular as that's personal preference, but if your clear in communicating your preference (swedish, deep tissue, etc) they can match you up to the right person. I definitely recommend the heat/biofreeze option if you have sore muscles, that's the best! For the money, and assuming you get massages on a regular basis, this is a good concept and a solid value. Especially good for those that travel and want a high quality consistent experience. read more

This has to be one of the worst experiences I have ever had dealing with massage envy at the Brookfield location. I asked if I can transfer my already paid sessions to my mother and daughter for a gift and they said that was fine, and set up their appointments. When both of their sessions were finished they both were charged after the sessions were already paid for. I called massage envy to get them reimbursed but they refused. My girlfriend and I both canceled our memberships and will never go back. I hope this doesn't happen to anyone else. Be careful dealing with this company. I think they're desperate for business and take advantage of their customers! read more

Now that this place is under new ownership - seems much better! Called to cancel my membership last week and spoke with the owner. She changed my mind and said they were doing their best to clean up the old and get in with the new. Gave them another chance. Not sure how long I'll be able to keep my membership but I'll hold on as long as I can to it. I had a great massage - probably the best I've ever had in a while. Seems like the staff here listen better than the other locations. I also like that they are more upbeat and seem to like their jobs. You don't see that much anymore anywhere else. Thank you for a great session! I did happen to schedule a facial for next month. :) read more

New owners took over and they have just re-opened for business. The staff is very nice and friendly, the facility is very clean, and i had a great massage. Got a chance to chat with the new owners and they are working very hard to bring the business back up. Will be back for sure! read more

Terrible customer service. The front desk personnel are rude not helpful. If you need to speak with management it is impossible. For example, have been trying to reach Brian Bulakowski for days. He is the owner/executive manager & I get the complete run around. I guess he is never there. Completely Unprofessional !!! The masseuse professionals are generally good. Although, my husband & I use the same person for our sessions. I did have an inappropriate experience w/ a male massage person @ another location and it was ignored when I reported the incident to the front desk. It is a shame we have been customers for many years. The facility is mostly kept clean. The other issue is getting phone calls from other ME facilities that claim we have appts when the ME locations are in other states throughout the country???? Called they have no answer. Extremely stressful & troubling!! Sorry ME in Brookfield you get a 1 star rating read more

So far I'm having problems. First at initial appointment w/o warning my paper work took so long it went into 15 minutes of my session. Didn't let me make it up. Then on my third visit asked for deep tissue on my glutes and Damian totally ignored my request. I went home w the same pain. I thought he knew what he was doing. Very disappointing. I'll change therapist to someone who's listening to me. read more

they have a horrible cancellation policy first they say you have to cancel in person, then-they have to send the cancellation to their Corporate Offices in AZ and it takes 30 DAYS to process--so you get socked for an additional $59 whether you want another massage or not. I would write to their corporate offices to complain. Mr. David T. Humphrey, Chief Executive Officer Massage Envy Franchisin LLC 14350 North 87th Street Suite 200 Scottsdale, AZ 56260 I am going back to my local massage spa--it's not worthe the aggravation for the lower price. read more

I made an appointment for a 60 minute facial about a month ago. The esthetician took me from tranquility room 10 minutes past the appointment time. I felt like the facial was rushed. I was finished and out of the room 10 mins early. I didn't get a 60 min facial-it was a 40 minute facial for the price of 60 minute facial. Such a disappointment! read more

Megan at the front desk has excellent customer service skills. She is pleasant and patient. She went above and beyond my expectations. On another note though-I've left a message on the phone 2 x's and no one has called me back. read more

I decided to take advantage of the fact that Massage Envy has multiple locations and made an appointment in Brookfield...about 20 minutes from where I normally go. Setting up the appointment was easy, I started on time, massage was great. As I go to check out, the woman behind the counter says it's a $15 upcharge to change locations. I said no one mentioned that to me and she said "It's in the contact you sign when you join.". I joined 6 years ago and haven't looked at the contract in a bit like 99% of the people out there. I asked why it wasn't mentioned when I signed up for the massage (I should have been a little suspicious because they asked for a credit card and I am on a monthly plan), and again she said its in the contract (and like someone else said in another review), its our national policy. In any case, this turned a nice experience into a I won't do that again one. Very penny wise and dollar foolish policy...if you ever want to draw people from other locations, offer a discount, not an upcharge. More importantly, be up front about it and let the person know when booking the appointment so they can choose whether its worth the extra 30% (yup) to go somewhere else. Whoopi, you stole $15 from me once. The massage was good enough I would have been back on a regular basis and now that will never happen...think of how much you really lost. read more

What the...! I called today to change an appointment and the phone is not in service. There is NO WAY to contact anyone, even at corporate. I was going to cancel my membership anyway. Their turnover is ridiculous. Every time I find a person I like, they leave after a few weeks to a few months. But this is over the top. I expect my last month's membership fee to be credited to my credit card and that there will be no additional charges. If this doesn't happen, I will contact the Connecticut Attorney General. read more

I have been a massage envy member for 5+ years and at multiple locations. This has been consistently the worst experience of all locations to date. All of their masseuses are simply average. Not sure why this is the case. read more

I've been a member here for about a year. I usually find the massages to be so-so. I've never been blown away until recently. I got Jennifer on her first day. Not only was it the best massage I've ever received at Massage Envy, but it might be one I'd the best quality massages I've gotten at the high end places as well! I was excited to book another appointment with her on my way out. In fact, she's the only therapist there that I want to see at this point. She's absolutely fantastic and she listens! The experience she provides went way beyond my expectations! read more

I had an appointment yesterday May 14 for which I was at the Brookfield/CT location well ahead of time. The lights were off, the doors closed and a note "This location is temporarily closed" at the door. No phone call, text or eMail alerting me that my appointment was cancelled.. I tried to call the corporate office, which only supports VM so I have no updates to report here of what will happen next....and so far I have not received a return call. Staff at the next door business told me that they just closed down with not much of any notice. The "lack of payments" and "eviction" were mentioned... My wife and I each have at least 5 accrued sessions that I am owned Money for by ME. I am seriously mad about the approach towards their long time clients (we have signed up upon their opening the doors many years back). Also - I am p.o. as they owe me money for the sessions that we have "inside".. I have blocked ME from posting any charges to my credit card just to make sure they don't charge for for any monthly reoccurring fees until this situation is resolved sad to see local businesses close down - but in this case I am agnostic to them being open/closed. They have continually treated us poorly with cancellations from their side a few hours ahead of a scheduled appointment and switching of therapists without consulting us... read more

I went to Brookfield Massage Envy today for my appointment and the place was closed.... no one even call go cancel my appointment.. I have been a member for a year read more

The new management is great! The place looks really spruced up and every one was friendly and eager to make my visit enjoyable. I'm so happy they have reopened. And of course my massage was heavenly read more

I've had wonderful massages and my first facial ever. It was all perfect and everyone was super professional and friendly. I signed up for a membership and I look forward to it every month. I've had massages with Kathy and Bethany and a facial with Sheila and they were excellent. I signed up for a second massage per month for only $50! read more

After the incident, the manager got in touch with me and arranged for me to be able to get my last massage. Furthermore- a new system is in place to ensure that if you're unable to come in for your last massage during your membership- that it will roll into the next month. They have definitely salvaged their customer service in my estimation. read more

It seems they have difficulty keeping good therapists. I've been a member for about 2 years and have seen a number of really good ones leave. I've received good messages, and found the place to be clean and the therapists are very accommodating. The biggest let down is the lack of customer service. Any variation from the policy posses problems and is met with resistance. As long as you follow the rules everything is fine, deviate in the slightest and it's BIG problem. Customer service is more than just a smile when you arrive and booking your next appointment. It's about listening and helping to find workable solution. With the number of choices consumers have, bad customer service is inexcusable and will drive business away. read more

I'm a current member and have made appointments that were canceled the day of twice and a third time I was rescheduled for later in the day, but I had to settle for a sports massage rather than my usual deep tissue. It's frustrating bc when they cancel I have to wait another month just to get a weekend appointment. The app is also worthless bc I've requested appointments twice through the app and no one responds to finalize. Safe to say I will not be renewing my membership unless the service drastically improves. It's unfortunate bc the therapists are generally good. read more

Worst massage ever! The technician was trained in the art of pretending massage. She did all of the typical moves bit failed to do any correctly basically, she patted me with oil. I asked for help with tension and I literally feel no different than when I walked in. Also, she jilted me 7 mins. I will never go here again! read more

I have tried without success to cancel this membership. I am in a wheelchair and am unable to have massages right now. My husband called and explained but all they care about is the monthly fee. DO NOT GIVE THESE PEOPLE YOUR CREDIT CARD NUMBER. read more

I used to be fine with massage envy in Brookfield, until no one responded or answered the phone. I did get corporate and they told me it was in between selling and another buyer for the franchise. Meanwhile, they have my $70.00 from June and we're closed then. They said they could not close my account and could I wait until the new buyers were settled in with all the customers the old one had. Do we need a class action suit? I am getting still no reply from them. The man I spoke to at corporate was very calm and nice though, but it took him a longer time to get back to me even though I called him every day for a week after he left a message returning my initial call. The other massage envy sites are too far for me to travel to, so I waiting to hear what happens....my discover card said to try to work it out before they step in ( has to be over 15 days) and get my money back possibly and end the access to withdrawing from my account. read more

Just had my first massage here and could not be happier with the service. I have been to other massage envy locations in the past but this one takes the cake. From the moment i walked in i was greeted by a very friendly staff, and set up with a massage therapist they felt best fit my needs. My sciatica has not felt relief like this in years. Highly recommended 4 star treatment. I will be back! read more

Nothing like a good deep tissue aromatherapy massage. I recommend Fallon or Margaret if that's what you are looking for. They do a fabulous job. The 90 minute is best seems like you just start working out the kinks and its over on the 60 minute. Tried the hot rocks but went back to deep tissue instead. Nice place, clean and peaceful. Can't beat the price. read more

In March I made an appointment for May 2. I did not receive a confirmation call so I called to confirm myself. The receptionist notified me the therapist was out on surgery leave and someone should have already called me. I understand that accidents happen, so I proceeded to schedule 3 appointments for 2 months in advance (because that's all they had apparently). I called a little over a week later to see if there were any cancellations for earlier times. Come to find out that they are permanently closed! I never received a phone call, email or text. Also, I have been reaching out to the phone line and email for closed clinics since 5/8...NO RESPONSE! I escalated this to corporate on 5/13...NO RESPONSE. I am very upset with the service, or lack there of, that Massage Envy has provided. I have 4 accrued sessions worth $240. I have to pay my bank $30 to ensure stop payments. I'm out $270, with no hope of getting my money back the easy way. Unreal... read more

It's great! All the therapists I have tried have been excellent. I see Barb and Darcy for facials regularly, they are both very knowledgeable. read more