Booked an appointment for a massage and they cancelled on me the day of the appointment. Completely unprofessional.

I attempted to contact the franchise directly, but I did not receive a response. As a result, I'll share my frustration on Yelp. I scheduled a 60-minute massage for 10:00 a.m. and arrived around 9:50 a.m., as instructed, to complete paperwork. I was the first to arrive, but the shop was still closed, despite the posted opening time of 9:00 a.m. After a few minutes, De'Anthony (masseuse) arrived and kindly let me in. Since he was not the receptionist, it took some time to get checked in, causing my massage to start late. The massage itself was great, and the therapist did an excellent job. However, as he was working solo, the session ended early. I didn't mind, assuming the lack of support was the reason for the early finish. Afterward, I was informed that payment could not be processed without the receptionist, so I was told I would be contacted later to run my card. A short time later, a receptionist called to process the payment but said my card had been declined. When I questioned her, she repeated that the card was declined, though it had just been used at another store. I was uncomfortable sharing card details over the phone, so I returned to the location. The same card was then approved. I asked if there was any way to be accommodated for the inconvenience, but this person did not offer a solution. This experience, which was meant to be relaxing, was quite the opposite. I do not recommend. read more

they stand and greet when I walk in and leave & they always take the time to talk to me about life or how I'm feeling etc. it's very nice, very relaxing and feels like home read more

I've had a membership with Massage Envy for several years and at the beginning the customer service was amazing but not any more. I spoke with the supervisor Jada after requesting to cancel to only be charged again today. When I contacted the office, I was told I didn't send the form back. I'm sorry what form. I was never informed of a form that would need to be returned in order to cancel the membership. Jada stating well I sent it and I can't control if you didn't receive. Just rude and condecending in her responses. Yelena was one of the best massage therapist there. Always kind. Unlike the customer service reps. I now have 5 credits to use within 2 months. After the experience I just had, I am willing to loose the credits. Horrible service, simply horrible. read more

let me start by saying Juan was amazing as a therapist. the bad: I have a membership at a different center booked at west loop (it's near work) finished my massage and was told it was $30 additional "market adjustment " because it was not my home facility and their dues are more....no one called before hand, no one told me when I arrived. they would not waive it! it cuts into workers tips to be charged a adjustment for just under 1/2 of my membership cost!! aweful customer service read more

Great Massage with Yelena! Definitely recommend this place. Excellent service. Will come back soon

Yelena is hands down the best massage therapist that I've ever gone to. I work out 4x a week and work from home at my desk, so my back is always in knots. I left feeling more flexible than I have in years. Thank you Yelena! read more

Estera, she was amazing.. for some reason I can't seem to find her anymore anywhere.. the next time I went She was no longer working there& instead of saying she left they said she was "reducing her schedule" I got cancelled back to back and completely wasted my membership. Tried to let a new guy give me a massage and I could've got that one at home! Estera was pure gold. read more

UPDATE!!! Yet again I gave this place a second chance and have been cancelled on EVERY time I have been trying to use a membership that was supposed to have been cancelled and never was. I have never seen a more pathetic business in my life. read more

One word: Cam. Okay, if you know me, you know I never stop at one word! So, here goes: I believe in the power of massage and have witnessed firsthand how good it is for the body and the mind.... I have been a member of Massage Envy for years, and I can honestly say that Cam is the best massage therapist I have ever had. That is saying a lot because I have had some Hall of Fame massage therapists.... From my earliest sessions with him, it was clear that he takes his work seriously and listens to what you are hoping to get out of the session. He is also such a friendly and kind person. If you book a massage with him you won't be disappointed, but you better plan in advance because his schedule fills up quickly. I almost don't want to post this review because I'm afraid it'll get even harder to get on his schedule! I also want to give a shout-out to the staff at this clinic because they are always so welcoming. Thank you, ME, for another great experience! read more

Terrible operations. You will buy something you can never use. Like reviews before - 50% of the time I book an appointment, it gets cancelled and it's necessary to book weeks in advance. This leads to credits being racked up and charged for services you can't use. When I went to a branch to cancel, they said I needed to call the west loop branch (they said nothing about needed 10 days). When I called to cancel, they said they would be charging me for the next month with no rational reason besides needing 10 days on their end. I escalated to Maria Santiabanez who informed me they never received my cancellation - when they actually just lost it. I'll be escalating to corporate and reporting to the BBB if the branch cant figure out how to process a simple refund. I've been with ME for years, their operations have went downhill in the past year. Don't go here. read more

I scheduled a 90-minute massage for my boyfriend and myself (both members) on a Friday for a Monday morning appointment. This location doesn't have couples massage rooms. It's been a while since I've used one of my services since I learned Stephen no longer works there *insert long, dramatic sigh*. Every time I come, I'm offered water or fresh hot tea. We weren't offered anything this time, but I imagine it's because we arrived so close to our start time. My therapist was Jasmin, and she was fantastic! Throughout the massage, she checked on me to see if I was ok (I had the sniffles and she kindly offered tissue). During the second half of the massage, when she had me flip to my back, I noticed the light was a little bright but decided I'd adjust and not say anything. As if she could read my thoughts, and right on time, she asked if she could adjust the lighting for me. There were a few moments like this that caused me to love her even more! She was like magic! It felt like both hands were on me the entire time, but I know she kept adding the massage lotion. I don't know how she did it but she's great! The room was a little chilly but the bed was heated and the sheets were very warm. I didn't think I would find someone after Stephen, but I'm glad I did. One thing to note: I'd decided to cancel my membership a while ago, I just hadn't gotten around to going in to do so. If you want to cancel before your one-year is up, you have to submit a written request for approval from the manager. I haven't had many memberships, so I'm open to the idea that this may be standard, but I was still taken aback. I'm now well beyond my one-year, and inquired about terminating my membership. I was given a letter (about how I'm a valuable customer..) and told that a manager would get back to me within 48-hours. I guess it's not as simple to cancel, even after the one-year requirement has been met? read more

Massage Envy - Waiting area - Massage Near Me - Chicago, Illinois

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Great service, Yelena has really helped reduce tension in my upper body over the past few years

I've been a member for over 5 years in three different states and always recommend massage envy to friends. In college I went for recovery as an athlete and now I go for relaxation. Always a great experience at this location; staff is friendly, massage therapists are knowledgeable, and the location is quiet and clean. I've had way less tension headaches since working with Yelena! read more

I have had a few massages with ME now, this was my first time at this location (I'm trying to scout out the easiest location to visit). Everything was on time and as expected, I requested a deep tissue back massage and boy did I get it: aching for days! (good). The desk staff were nice and attempted to get me some tea but the machine was broken and wouldn't dispense hot water, regular water was offered. Clean and easy to find. read more

Not sure what to say Abt this place . Been here a couple times for massages and facials . Massages were great . But I can't say the same for hygiene and cleanliness. Everytime Ive walked in , the hallway feels like u walked into a school cafeteria ... Cheap food smell ..... Not the ideal setting that u would want in a spa when getting a massage or facial . Rooms are pretty cold , cold air , no humidifier .... Skin starts to feel dry.... As far as facials , my face the next day was kind of itchy with a couple zits that popped up. And my nose felt like it had gone through a tractor . The girl Niya spent sooo much time on my nose with some extractor tool, it was practically bruised the next day. And I didn't even think I had alot of blackheads on my nose ... The steam towels smelled kind of rancid and they were extremely rough for facial skin ... Def not micro-fibre towelettes at spas. I don't recall hearing any form of packaging tearing before whatever tools were utilized . I'm just hoping they were disinfected properly .. Not for sure if I'd be back at this location . I feel either my nose /smell receptors are off or the people who work their have no smell receptors to the not so spa friendly odors and dry air . read more

This location opened up within the past month. My boyfriend and I were excited because we wanted to try it since it is only a few blocks away from where we live. The west loop location is located directly below Mariano's. WE LOVE MARIANO's so we thought, wow, how convenient is that since we are at Mariano's almost everyday. We decided to make an appointment during our STAYcation and relax. They had an introductory rate of $49 for a 60 minute massage. That is a good price for a 60 minute massage so this made us even more excited for it. The downside to the actual facility is that they do not have a couple massage room. Now on to the rating... I am rating this location only 1 star because: When we got to the location, the first sentence that came out of the managers mouth who welcomed us in was, "Hello, Monica and Nate, you are late so we will get right to the paperwork and get you started." That was a BIG turn off especially since this was our first time there and we were very excited. I looked at my phone to see how late we were and it was only by 1 minute!!! I think that it is extremely rude to greet your customers like that regardless if you are late. I am sure she didn't mean it because she was trying to be nice but it just came out wrong and at the start of our service. Now onto the the actual massage: My massage therapist was nice and asked me how I like my massages. I think that is very important to take the time to listen to your clients needs. I told her I like deep massages, especially since I was stressed and soar from work. When she started the massage, it was definitely deep to the point where it hurt. I did ask her if she can soften it up a bit and she did but for some reason she kept going back to a deep massage even after I asked her a few times. At one point, she said, "well you said you like deep massages." I was shocked and irritated that she said that during a massage. The whole time I felt uncomfortable and in pain. I was hoping for the 60 minutes to be over and when it was I was excited to get out of there. Now the check out time... When I left the room and went to the cashier, my boyfriend was already there waiting for me. He was sitting on the chair talking to the manager. I sat down next to him and the manager was very nice asking how everything was. I didn't say anything to her about my massage because I felt bad and just wanted to leave. The manager kept talking to us about who knows what and then tried quite a few times to get us to sign a membership on the spot. She kept trying to up sell us the whole time even after I told her that I do not want to sign anything right now. I actually laughed out loud at one point because it was so obvious she was trying to sell us! After we left I told my bf about the experience and he had the same experience except that he wanted a deep massage but was given a soft massage.... We will never go back again. read more

Massage Envy - Massage Near Me - Chicago, Illinois

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Just had outstanding and effective body work from Jeff. Great listener, understands his anatomy and uses skillful technique. I left feeling 100% better than when I arrived. I'm only sorry I'm not a local so I could work with Jeff regularly. Thank you Jeff! Also Spa was clean and the receptionists were kind and welcoming. I appreciated the calm vibe in the lobby while I waited for my appointment. read more

Gotta say...Walt was exceptional!! Rarely get a massage from guys and started was concerned cuz I started Cross-Fit Training and was hurtin.....Walt told me he got it and I am noticeably better......awesome job! read more

I booked over the phone a couple of weeks prior to my appointment and the individual I spoke with over the phone was SO nice! She was on the phone with me for probably 10 minutes explaining all of the services and options available to me. During my appointment, everything was just perfect. The receptionist was so sweet and helpful. My massage therapist, Danny, was a 10! He was such a doll and very talented. I'll definitely be coming back to this location for another treatment! read more

This is a pretty convenient location, situated right next door (technically in the same building) as the Greektown Mariano's. You can park in the attached parking garage for free, and walk to the entrance from the sidewalk, or enter the first floor of Mariano's (where the coffee and gelato shop is) and use the adjoining interior doors to enter Massage Envy. The front-desk staff were both very professional and friendly, and I remember them being similarly helpful and easy to talk to when calling to make the appointment earlier in the week. The lobby and treatment rooms are very similar to the other Chicago locations (at least both Lincoln Park locations and the one in Bucktown) that I've been to, it's also very clean with the appropriate lighting and music volumes you'd expect. My massage therapist was very friendly, professional and gave a lovely and relaxing massage. Recommended. read more

Massage Envy - Massage Near Me - Chicago, Illinois

Unfortunately, I had to do a same-day cancellation. I inadvertently ended up at the incorrect location-SouthLoop and calling the correct location-West Loop (15 minutes before my massage). They instructed me to still come and that they would still take me a few minutes late. Note: Friday Chicago traffic is not predictable so of course 10 minutes turns into 35 minutes. The office called me and asked my ETA, I told them 8 minutes and they said "okay" with an attitude. Then the manager calls me and tells me I will have to rebook because I still have to fill out forms and change clothes so there will not be enough time for the actual massage. So I ask her how I should rebook and she says "however you want" with an awkward pause. Then when I ask her what availability there is, she mentions the same-day cancellation fee. I understand this was my mistake but I wish the would have just told me that from the start when I ended up at the incorrect location so I didn't jump back into traffic trying to rush to get there. She explained that the cancellation fee is the only way that the employee will get paid. I don't want to mess up someone else's pay due to my mistake so I gave her the gift card information to pay the fee. Of course she over charges me... She charged me $85. I told her I thought the cancellation fee is 50% of the service ($145). She said "yes it is". So I asked so "is $85 including tax or something?" She said "no, I just charged you the membership price"... That doesn't make sense, I should have been charged $72.50 but whatever I just hung up on her because she wasn't getting my point. This whole ordeal just stressed me out more and irritated me making me need a massage even more. & after looking at these reviews, I will probably never going to a Massage Envy. read more

I've never had a bad massage here. The place is clean and welcoming. My therapist Jabari is really good at working out the knots and problem areas in my back. I've tried a few other therapist and was always happy with the massage. $70 a month for a massage or facial is a really good deal! Especially in West Loop. Glad this place is around! read more

DON'T DO IT! RUN, DON'T WALK! Massage Envy will try to talk you into their pre-paid monthly subscription, and promise you and "easy fast" cancellation at "any time." This is NOT true. We've called twice & emailed twice and are still getting charged for it. Now we have to get the BBB, the state's attorney general and our credit card company involved just to make it stop. Even worse, when you try to use their service, they are always overbooked and understaffed and can't fit you in anyway. DON'T DO IT! read more

I felt that everyone reviewing this place sounded like petty complainers, but this place really wasn't worth it. My masseuse Bumped into things the whole massage, was sniffling loudly and for sure wiped her nose a number of times only to massage my back with her booger hand. The hallway was also very noisy outside. I mentioned the last part to the front desk after my massage and they could not have cared any less. I'd go somewhere else. read more

Normally I go to the Massage Envy locations in the suburbs where I live but today I was sitting at my desk in the West Loop in pain. My upper back was killing me so I scheduled a last second, lunchtime appointment with Jasmine at the West Loop location. I told her exactly where the pain was and she went at it. My back feels amazing now and I will definitely be returning to see Jasmine again. If I could give her more than 5 stars I absolutely would! read more

I did not know that when I signed a contract with this joint that I signed it in blood. That part is my fault I should have read the contract carefully. I do feel like they should make it clear that once you sign that paper they now own your soul. My appointment was on 3/23/13. The guy to preformed the service was really, really nice but he also had a TERRIBLE cough. He said he had "just quit smoking" so he had a cough. Lies. I was sick two days later. The massage was actually a lot more awkward than I'm putting into words but I'm being generous cause he was nice. Just don't go to this place. Any of them. Ever. read more

Sorry to shatter any hopes, but think twice before giving a staff member your credit card at this location. My credit card company replaced my card number (with the new fancy chip), I signed up for the monthly membership late last year, to be billed monthly. Normal, right? I opted to block their phone number on my iPhone, because of the several and unnecessary "auto dial" calls that they would send to my cell phone, reminding me of appointments or prompting me to schedule appointments. When my old credit card expired, of course they couldn't get through to me via phone (per my blocking their phone number). I noticed their charge missing a few months in, and gave them a call, alerting them of my new card information. I confirm the total amount to correct the balance, the employee confirms amount. She tries the amount, and it doesn't authorize, I go: Please repeat the number back to me, a missed digit means it won't go through. She goes: I can only see the last 4 digits. I say, let's try this again, please repeat the number before your process it, to ensure you have the correct info. She goes, there still appears to be a problem. I assure her, this should go through with no problem--I may need to call my bank. Without my permission, she then proceeds to charge the sessions in parts, MULTIPLE times on my card?! when is it EVER a good idea for a merchant to charge a single credit card multiple times...never, and it's often flagged as fraudulent. I would have GAVE her that insight, had she alerted me to what she planned to do with my credit card information. After she admitted what she did WITHOUT my permission, I said: This isn't working, I need to talk with your manager. The manager Stephanie H. connected with me later in the day, and by then additional session charges were on my card WITHOUT additional authorization. When I spoke with Stephanie, she was unable to say WHO processed the additional charges on my account. She also shared their system was down for 15 minutes earlier that day, for Millenium updates? (Who cares, Massage Envy didn't follow my explicit instructions with my credit card). If there was a problem with the card, alert the customer, let THEM make the decision on next best steps and it's entirely inappropriate for the staff to come up with ad-hoc solutions without asking the cardholders permission FIRST. This was a basic courtesy, that I wasn't afforded. There is also limited accountability with franchised locations. When I stated I would be sending in a formal complaint, the manager shared "It'll just bounce back to me"...while I appreciate her honesty...that's horrible for customers looking for just, fair, objective customer service for paid goods. Would I sign up again? Never, given the "liberties" taken with my credit card today, it was incredibly off-putting. Informing me of intentions, would've solved here. Careful giving them your credit card, that's it, that's all. read more

I agree with those that gave this place higher ratings. I'm surprised this place has so few stars! After reading about Massage Envy for at least a year or so, I made an appointment on exactly Sept. 30, 2013. I booked an introductory facial and massage. Both were awesome! Everyone was friendly and very helpful. Now everyone, listen closely, I personally love to research places that have memberships before I even consider speaking to an actual person about it. Why? Because an actual person's job is to get you to purchase a membership. Technically speaking no one can make you purchase anything you don't want. Even though I had already researched a lot about Massage Envy prior to this visit, I took the time afterwards to not just jump and start a membership. I asked more questions, I got my answers and more. So, there was no way I didn't know the deal beforehand. Stephanie was the one who I talked to FOREVER about the ins and outs of a membership. She was extremely patient with me, which was awesome since I really dug in and wanted to know what I was getting into. It's obvious that this chain of spas isn't at the highest possible zen and accommodation level, YET. However, so far I have gotten some awesome experiences here for the the price I pay. Each massage therapist is different which can be weird for some, but pretty cool to me. They listen to your needs. Some of them even let me know what I can do at home to continue my health and wellness needs when I'm not a the spa (besides the obvious of drinking water). Last month I had sort of a chiropractic experience, which helped me realize my left ankle is pretty bad and needs to be flexed and massaged more often lol. I have not encountered a lack of customer service, lack of respect, lack of anything that Massage Envy says they are there to offer and that's why I give them this rating. P.S. It's zen-like enough for me considering the fact that even though it shares a building with a grocery store, other establishments, is below a parking lot, and next to two busy streets and an expressway....I have yet to heard outside noise when being serviced. read more

Massage Envy has not, does not, and probably will never, offer 60 minute massages. Tthey are 60 minute massage SESSIONS which include 5 minutes at the beginning for consultaion with the massage therapist, undressing,etc., a 50 minute "hands on" massage, the another 5 minute for dressing, another consultation with the therapist, taking a cup or bottle of water, etc. Secondly, unless you arrive about 15 minutes EARLY, not even 1 minute late, you will not be able to take advantage of the full time for your massage. The first time each person comes in there is paperwork to fill out which takes 10 minutes or so for some people to complete. They are not going to start everyone who comes after you to receive a massage in the same therapy room late becsause you failed to come into the clinic on time. Next you indicated that you wanted a deep massage. You received a deep massage then you were unhappy about receiving a deep massage. Duh? Lastly, Massage Envy is in the membership sales business. They happen to provide massages, facials, and other services. Their survival and unparalled services and unequalled success as the number one therapeutic massage provider in the world are due, in part, to their wellness membership program so a non member should expect to hear about the wellness membership program. What was the main problem? You were unprofessionally late and didn't wish to take personal responsibility for your own failure to be on time for the appointment which one of you made. How is that the responsibility of the clinic? You said that you wanted a deep massage & that's what you received. Sounds like you got your $49 worth & then some. Nexst time you might consider a $100-$125 rate for a 60 minute massage at a high end place somewhere else. However, they won't be open 7 days a week, about 90 hours a week, for your convenience and you are not guranteed that you will receive a massage which is any better than the ones provided at almost 900 Massage Envy clinics throughout America. read more

Thoughts- 1. Delayed follow-up from customer service. You basically have to follow-up with them, as most of them don't follow-up back with you. 2. They have no back-up plan for when their therapists cancel for emergencies 3. The water station is difficult to use and seems to have been in that horrible condition for years 4. I feel some of the staff and therapists are great though. The main issue in my opinion may be the franchise owners. I feel they don't know how to provide appropriate service recovery to their customers. 5. I don't think I would ever come back again as there are many other better options available in the area. read more

Estera gave me the BEST deep tissue massage! She knows her stuff! Learned a lot from her being so knowledgeable about clinical massage and she even went the extra mile to show me some stretches to help my aches and tightness. I came in in pretty bad shape and left feeling amazing. The manager Dan was also so helpful when we encountered issues with my gift card. My overall experience was fantastic! read more

After two years of not going to ME we recently signed up again. Our original membership was from when we lived in Texas so I'm excited that there is an ME so close to our apartment here in Chicago. Today was my first massage here and it was everything I had expected/remembered for the most part. The massage itself from Dan was perfect and something I hadn't gotten before was a post-massage assessment about what to focus on for the next massage. I'm kind of borderline on this one as it seems like sales pitch. All the areas I said I had issues with were identified on the post-assessment. Again, I'm borderline because I could feel the knots and such as Dan worked on me. Jury is still out on that one but it may indeed be earnest. The absolute only difference I can attest to is so basic that it is hardly worth mentioning. After the massage I was given my water in a plastic cup from one of those water coolers whereas the stores in Texas always gave you a bottle of water. No biggie, I still feel amazing :) read more

Do not EVER use this location. I was a loyal regular customer for years. The pandemic came and like many others I suspended my membership for safety reasons. Fast forward to post pandemic times. I called over 6 times about reactivating my membership and never received a call back. I then finally get an email from the "manager" and that term is very loosely used here...that she attempted to get a hold of me without any luck. Pure lies. I launched into a series of calls about my membership and she and the site owner (who does not even want to talk to customers) both failed miserably. In a business that relies on customers, this site and "management" team - again the quotes are intentional - they completely miss the boat. I am positive that they also have billing practices that should be questioned and further investigated. Terrible service, site and management. The only good thing is the one person at the front desk....I believe Sierra. She deserves Bette than the people she works for! read more

I came here for a full body massage and a week later i came for a facial. The massage: The therapist would ask me questions of my issues, what areas i would like to focus on, and if there's any parts of my body i feel uncomfortable being touched (basically all questions on the form you need to fill out for the first time). It's good that she doubled checked everything with me. We started at 1:10 and ended before 2, so it was actually less than an hour. Is this normal with other places? I'm not sure coz i don't do massage on a regular basis. I like my therapist and the whole experience was good. If the front desk girl didn't hard sell me the membership I think i will give them a 4.5 star. The facial: It was a great experience and i enjoyed everything. Mandy is very good at explaining when she's doing my facial. She would tell me what she was going to put on my face and tell me how it would feel. I don't see a big difference of my skin appearance, but all the products she put on and rinsed definitely soften my skin. Also the music was so relaxing i almost felt asleep! read more

Cameron, my masseuse, did a really good job loosening up tight muscles and helping to realign things. I told him my issue and he honed in focusing his efforts on the areas affected. I left feeling like a load had been taken off of my back. I felt lighter, more relaxed, and much better. Cameron's caring and expertise will definitely keep me returning to this Massage Envy. read more

Had my first massage here and loved it. Cameron was a great massage therapist. He checked in with me regarding pressure and problem areas. He definitely addressed those areas and was Very professional throughout. felt so much better after. Would definitely recommend. Thank you ! read more

I just had the Best Massage EVER by Jim ! He's a newcomer to this facility .... and he was AMAZING!!!! It seemed like he went through every vertebrae on my back absolutely relaxing .... took his time ...totally worth my 90 minutes today .... JIM is definitely a great asset to the Massage Envy family... I highly recommend him ! And let me not forget to mention the pleasant staff ..... very accommodating and friendly read more

Highly recommend Cameron! Only massage therapist I've went back to in general, ever, and now have been multiple times. I normally need/want deep massages / sport but he adjusts the pressure if I ever need and is very professional. Definitely going to continue going to him! read more

Perfect massage & the ambiance is really nice, I signed up & think it's good value. I had Joseph, he was good & feel like overall it will help avoid injury (sports ) & help me feel like I'm treating myself....result! read more