When I first went there for my back massage Kristin did an excellent job, kudos to her. A week later I called in for an appointment with Kristin, the receptionist clearly did not know how to communicate, very poor communication and brainless. So I walked in and asked for Kristin, the blonde brainless girl ask me why I was there, let me see, isn't this a massage place and she replied yes, well I am here for a back massage from Kristin, she immediately replied that she is all booked up. My thoughts are Kristin does not have a any friends there, and they are keeping her from getting appointments or they just don't know how to schedule appointments. There are plenty of men who get back massages especially when they drive a lot, I really need and was looking forward to the excellent back massage by Kristin but I will never return there because of this thing called customer service, the brainbird girls at the front desk are completely clueless. read more

Had an appointment scheduled. Heard from a couple friends that they wouldn't go there again. One friend was extremely disappointed with thetherapist Shane. I was unable to go to the appointment. I did purchase a gift certificate however was still charged a cancellation fee. I called to discuss this... was informed it was policy to charge half price if appointment was canceled. A substantial gift card was purchased. I'll never return read more

There are better places to go. Incredibly hard to cancel a membership or transfer balance to a friend... even with a medical issue keeping you from already paid services. read more

Incredibly hard to cancel a membership. Staff straight up lied time into a 1 year contract when I was first signing up. I moved several states away w no interest in traveling to the nearest ME near me and still can't cancel. read more

Price of massage for non-members jumped from $60 to $95, I'll be going elsewhere. I canceled my membership because I couldn't get there regularly (travel for work). They charge you whether you come or not, make sure you send them something in writing if you need to 'pause' your membership to get caught up. read more

****CAVEAT EMPTOR****** BUYERs BEWARE*******If you refuse to sign up for a 1 year membership, the cost of a facial and/or massage is $130.00- exactly DOUBLE the normal cost. No warning...just bring lots of money. Sooooooooo disappointing- felt totally taken advantage of. Use ANYONE ELSE! Erin J. read more

I was a member during COVID-19 they refused to give massages owed they said they expired!!! Stay away

After being a member for over a year, I tried to cancel my membership, since it's almost impossible to schedule a massage that's less than a week out. When I called, the receptionist didn't have the authority. The manager didn't call for over 2 weeks. Long story short, they managed to take their time a cost me an additional month. DO NOT GET A MEMBERSHIP HERE. My next stop is the BBB. read more

Massage Envy Belden Village is an in house getaway every session. The entire team f/Management, Therapist, Front Desk are extremely welcoming & knowledgeable of the business... In fact, upon my research - the BV/Canton location is highest rated of the franchises of NE Ohio. So, I stick with that location for my sessions & I'm mostly in the Fairlawn & Cleveland area daily... I have two favorite therapists there and they differentiate in style perfectly. Which works great for me, adding various options. read more

I've been a Massage Envy member since October 2018, and it's been a mostly positive experience. PROS: - Membership fee is about $69/month for me. Worth it if you go more than once a month (additional 60 minute services are $45, so it evens out to a typical local price - but you have the convenience of scheduling online and going to different locations). - Like I stated above: you can schedule appointments online and visit different locations, which is so nice. - Credits accumulate if you go a month without visiting; you can allow them to stack up and use them for longer appointments. A credit can be used for a massage or facial. - The freedom to try as many therapists as you would like, or stick with the same person every time. - This location is much nicer (and larger) than I expected. Very clean and calming. - Conveniently located in the heart of the Belden Village area, and fairly easy to get on/off the freeway. - Front desk employees have always been very professional, kind, and helpful. CONS: - It can be hit or miss if you're trying a new therapist, but that's applicable anywhere. - The service itself is only 50 minutes. The other 10 minutes are for a consultation/getting dressed. - The setting is very quick and to the point; this is not necessarily a "luxurious" spa experience. - When I signed up, there was a promotion for a free lotion enhancer monthly for one year included in new contracts. They would try to charge me for it EVERY single time, and looked very confused when I told them it should be included. Every time.. for a year. - You're locked into a contract for a year. CON (not related to this specific location, but Massage Envy in general): I'm moving out of state soon, and the process to change my home location seems over complicated. There is a form to fill out, it requires my new address, along with proof of my new address (driver's license/lease/etc). I then am expected to hand deliver it back to that location for them to fax to the new location. I'm moving to Hawaii, so the "hand deliver" part isn't possible (also, this is required for all out of state transfers - who has time for that?).. so now I have to scan and email the completed form, along with my proof of residency, for them to fax it. There is an online member portal for a reason. I feel that the process could be simplified by doing this online. OR, I could cancel my membership and attempt to join fresh at the new location (or just take my business elsewhere). The transfer process overall seems counterproductive from a business standpoint. Overall, I've enjoyed having a membership here and plan to continue it in Hawaii. They always have a special of some sort, so go check it out! read more

Therapists are fine, but don't sign up for the membership. They make it extremely difficult to cancel even after completing the year agreement and then continue to try and charge you. Had to dispute the charges through my bank as their billing department could care less. Will never do business with them again. read more

If you join and become a member. Do yourself a favor and keep an eye on your bank account. They will ripe you off! Manager Ross and Rachel that are management have terrible customer service skills. We are moving about 30 miles away so I ask to cancel out our accounts, my what a difference it was from when they wanted us to join and take our money. They even told me when we joined as we were not really wanting to join because if we had to cancel something like this would happen but was told no problem we here at Massage Envy realize things can change. Not only did they not close and refund my membership, They started a few months back charging me the wrong monthly charge for my husbands account was to be $53.93 But they changed it without letting me know were taking $69.23 out of our account 2 times a month ( 1 was for me & the other for my husbands ) So $15.29 more than I agreed to, which Rachel & Ross told me that one of their employees made a mistake but she is no longer employed with them. Like it was no big deal they didn't offer a refund on the $30.58 that I was over charged. I started trying to cancel our memberships May 31, 2018 now 15 days later after calling in several times being to it must be my bank to why I have not been refunded. Now I am being told they put it through yesterday 6/14/18. Because they don't know who I talked to before but it was not put through. It started out the 1 month refund but after all this time I have wasted on the phone plus the aggravation I tell them I now want both payments refunded Ross says no he will not refund me 2 payments but they will give me the $20.00 difference ?? they must not have a calculator $30.58 is the difference. Its the principle now more than anything that they lied to me and deceived and I still have no refund. They don't pay the massage therapist near what they could be making If they don't have massage therapist they can't do business! Their employees depend on making their money from us the members in tips.. I really do not like to give bad reviews, if I don't care for something instead of putting negative review I just don't give a review. I felt the need this time to help other members or others that are thinking of joining to beware!! Well guess what I received today? My refund, amazing! No message no phone call. But I did get my money back read more

Massage Envy of course is very much about the therapist. I had a fantastic experience with Marcellus. Although there are certainly therapists with more experience he has a genuine desire to do the right thing and to help people. I want in with crazy hip, let and foot pain. He took the time to figure out the problem and worked it out. Amazing. When I told him how much better I felt I his sense of pride and accomplishment were evident. I travel a lot and came here while traveling on business. I will make it a regular stop. Give Marcellus a shot. read more

I entered this Belden Village Massage Envy over a year ago and request a 60 minute massage. The young woman at the front desk was rude and ill mannered. She made a very clear point that she did not like working there. Furthermore, I requested a female for my massage. My request was met with resistance and I was accused of not being comfortable with receiving a message from a male. I've never heard of any business that insulted potential customers. I decided to give it another chance a few weeks ago . While waiting to he helped, I overheard in the next room a few Massage Envy employees (possibly managers) openly berating another Massage Envy Employee. I'm not sure why this employee was being unprofessionally criticized , but I got the opinion that Massage Envy placed hidden cameras in their massage rooms. I don't know if this is illegal, But I do know it's unethical. Regardless of them berating their employees or possibly placing surveillance cameras in their "private" massage rooms, I got the impression that Massage Envy in Belden Village, has a toxic work environment and treat their employees very poorly. Because of these negative experiences with Massage Envy, i'll never return to any Massage Envy. I'll go to a smaller and independent LMT for my relaxation/stress reduction. read more

I have been a member for a while I like that I can get in almost anytime I need to. Weekend and evening. I havent had a bad massage. I like some therapist more than others but it may be just technique. I have serious back issues and they help me loosen up. I also like that you can bank your time and also go to other massage envy's. Relaxing. Clean. Professional. They will try to upsell you but there isnt any pressure read more

Good to great massages difficult to book a service at short notice, as it seems all the slots are filled. I have a variable schedule and find it difficult in scheduling a service in less than a week. read more

Worst franchise ever. They care only about numbers and not client or quality employees. Go local!!

I've been to a lot of massage envys and I always feel like the therapists at this location don't disappoint compared to some of the Massage envy's in Cleveland. I've tried Sam, Marcellus and Nikki and they've all been really good. Today the manager walked me to my car under an umbrella because it was pouring rain- now that creates customer loyalty. Definitely making this my main location :) read more

I went to Massage Envy for the first time using a gift card that someone had given me. I loved my first deep tissue massage and my massage therapist was very nice and asked plenty of questions to get to know me. After my first session, one of the women at the front counter sat me down to explain the monthly membership program. I ended up signing up for this program and I am so glad I did! I just went in for my 13th time - so a little over a year now - and I look forward to my appointment each month. I have been going to the same massage therapist since day 1. She does a fantastic job!! I almost always upgrade to the 1 1/2 hour massage. I quickly realized that once you do, you just can't go back to a 1 hour massage. I would definitely recommend Massage Envy to anyone looking to get on a regular schedule with their massage needs. read more

Just had a great massage with Jessica. She worked wonders on my neck and lower back. Thank you for making me feel normal again!

I called to make an appointment never been to this place, just heard things about it (not good things) I explained the appointment they given me was at 7:30 pm that evening. Was never told anything about cancellation and being charged half of whatever I was gonna have done. I called at 10am made appointment, called back at 11am and explained I can't make the appointment time at 7:30 pm that night. The lady told me that I would be charged HALF of whatever I was gonna have done. I wasn't very happy seeing I have never been there before. I told her I want to speak to manager. I wasn't charged for anything and told her to delete my account I would never go there ever, she was rude. I would never recommend this place, if that's the way they do business along with being rude. I can understand if it was a 24 hour to be charged, I only had the appointment for 2 hours if that!! The appointment was for 7:30pm that night. Never the less I won't call or ever go read more

Special price for first timers. yea right. They were running late so we got in our rooms late 5:00 appt. Therapist entered the room to start at 5:13. ended up and out of the room in the waiting room to leave at 5:55. paid for an hour and thought it would be close at least. Message was fair but way short any other place we get messages. They were pushy to rebook and appt. One guy went in right behind us and left at the same time we did. Even less time for the money. It is the fastfood of messages. Worth a wait to get into a real message place. read more

I purchased a Massage Therapy gift card for my wife as a Birthday gift. She said that therapist was amazing and that she felt like a million bucks afterward. However, when leaving the spa, she was repeatedly asked about purchasing a "membership". She said that the receptionist was very adamant and didn't want to take no for an answer. My wife left the spa feeling a bit pressured into a "hard sell" membership. It's unfortunate and unprofessional that businesses try to pressure customers into memberships or commitments. No means no... If I would have known that her experience was going to end with a pushy sales pitch, I would have spent my money elsewhere. I spent good money for a spa massage for my wife, not to have "extra" services pushed onto her. I will not repeat... read more

I do not recommend Massage Envy. The quality of the massage depends on the therapist--which is understandable. I've had a massage and a facial at this location (and another massage at a separate location). The facial was nice as was the massage at the other location. However, the pricing is a scam and the employees are either not knowledgeable about their pricing and membership service, or they are trained to be vague and misleading. They will try to up-sell you at every turn. They kept me before and after for a total of an additional 30 minutes of my time trying to sell me products and get me to enroll in their membership program. After my first massage here (which was only okay), I wanted to try a facial (with left over funds on a gift card) and explained that I didn't want to be a part of their membership program (which is $65 a month and requires a full year membership and can only be cancelled with a doctor's note) but explained that I wanted to schedule a facial. The employee persisted in trying to sell me on their membership program stating that membership prices are cheaper than non member pricing and if I signed up I would get a bag of freebies. I asked if the intro massage and facial were the same price and she said yes. I again let her know I wasn't interested in the membership service and just wanted to schedule the facial. Upon getting the facial, they charged me double the price of the pricing I discussed with their associate and when I asked why they stated it was because I didn't join their membership service. I explained I was never a member and have always been charged the same price and they explained that they provide the discounted price (membership pricing) to first time guests. I explained that I wasn't a first time guest at my prior appointment so if this pricing process was true, I should have been charged more in my last appointment as well. I also pointed out that an associate had given me a different quote during my last visit. They refused to remedy the situation. In retrospect, it is clear the employee was purposefully vague by not clarifying that my massage would be considered a "first time visit" to them and that any further services would double in price. read more

3 stars and here's why. The staff were terrific in making my appointment and in checking me in. Here was my only complaint. The masseuse was late. A 4:30 appointment and she didn't get me till 4:40. She even noted that because we were late, she would make sure I still got my full time. It was an hour and half massage--my first one going that long actually. At 5:46 she was done. Granted, 5 minutes before and five minutes after means your 1 1/2 massage would be an hour and twenty minutes of actual massage time. So when looking at it like that, it's only 4 minutes short of what I should've got. But I paid for that four minutes. And she even made sure to note that I would get my full time. I have a membership here and I have to say, it happens more often that not that me and my wife get shorted on our time. For that one reason, we likely will not renew our membership again. You pay for an hour massage. Then they get started late and you get shorted your time. Instead of being relaxed, I come out ready to fight because I didn't get what I paid for. We have been to probably half a dozen locations, and this has been an issue at most of them. I'd rather just pay $50 or even $60 elsewhere and not have the commitment. Massage envy is a good concept...but they fail in execution. If you run a service business based on reservations, you better be real good at keeping those schedules. Otherwise, you end up with people like me and my wife that are consistently dissatisfied with the inability to stay on time and give us what we pay for every month. read more

This massage envy is great and if you are looking for a amazing massage see John- he is the best and I try to visit when i get into town but he is too popular- I have been to many different locations and this one by far is the best read more

I decided to give this place a try, despite the poor reviews I read on Google. Unfortunately it wasn't the best experience. My massage was pretty good, although I paid for what I thought was 60 mins and its 5 mins (more like 20 minutes before, because you have to get there early to talk about their services and what you want) of convo before, 50 min massage, and a 5 minute review after. The lady behind the counter was very pushy to me, wanting me to buy a membership. She kept asking and asking why I didn't want one.. And then was short and not as friendly when I continued to say I was not interested. It was very clear she was commission based and wanted my money. This is a very pushy, sales-oriented salon. Why would I pay $60+/month for a monthly 60 minute massage, when I could pay $60 at most other salons for the same thing (probably better), without having to make a commitment and become a member? You also cannot cancel your membership until you have proof you have moved farther than 25 minutes of a massage envy (they are everywhere too) or have a doctors note. What a joke! I would spend your money elsewhere and not even mess with this place. read more