I've had a membership with this Massage Envy since the mid summer, and every time I come in the front desk is kind and patient, and everyone is eager to help. The therapists are all very professional and good at what they do. I never feel uncomfortable or rushed, and they are very good at following any instructions given. Each session is ended with suggestions on what to do to ensure you're taking care of yourself which is nice. I also like that the members get their own little waiting area. It makes me feel like a VIP. Donelly, Chris, Alan, and Yari are fantastic. :) read more

Newer front desk staff than I've seen in the past (SO friendly and efficient). Had only positive experiences with massage therapists at this location for years. Most recent was with Donnelly and she was fantastic. I loved how she checked in on pressure preferences multiple times. The location has always been clean, quiet, and welcoming! read more

TERRIBLE CUSTOMER SERVICE. Manager Kim McNamara and staff Peter are deliberately rude, condescending, and DISHONEST. I tried to transfer my remaining allotment to a friend--friend was told "we don't do transfers". When I called to clarify, Peter said "no one said anything about transfers" and was generally rude, saying "I'm not a mind reader" (apparently wasn't trained to ask questions!?) . When I asked to speak to a manager, was told the only one is away for a week (how convenient) and has no email or direct line. Peter offered no resolution, just argument, like he couldn't be bothered. FRANCHISEE OWNER ANNE MCELWEE SHOULD BE ASHAMED OF HER STAFF. read more

I had my first massage here and I had an amazing experience. From the moment I walked in it was welcoming and the front desk employees were great. My massage was awesome. read more

I have always been a loyal customer and have loved the therapists and employees here--except for the front desk staff. They have been consistently rude and seem to think they can say whatever comes to mind. In the past, they've made inappropriate comments about my age, but tonight they truly crossed the line. The front desk clerk stated that my $25 tip was insufficient and suggested I should tip more based on what I would have paid if I weren't a member. I tipped 20% on the actual amount I paid, which was significantly more than what the person ahead of me gave, who only tipped $5. I am deeply disappointed and will be canceling my membership. I don't understand why the staff here thinks that just because I've been a loyal customer, they can say whatever they want to me. read more

Highly skilled team over in Franklin. Have had over 4 massages in the past month. I've had a membership for a year and never booked appointments but since I got the app and schedule on site it's been amazing. Kit is very skilled and understands when to apply pressure and lighten pressure without me even having to say anything! Highly recommend going for an hour massage. Also, I tried stretch therapy with Louis totally worth your time especially if you sit in an office all day! Treat yourself and go get a massage with Kit and stretch therapy with Louis on Wednesday! read more

Terrible customer service place is a straight up ripoff. They cancel last minute and never answer a phone. Stay away read more

I've been coming here for massages for 5 years. Never met a massage therapist I didn't like! Love the monthly membership.

The only reason this location gets 1 star is because my massage therapist was very good and personable but all of that was undone plus some by the rudeness and unprofessionalism of the front office staff. I received what was supposed to be a $100 gift card from my sweetie for my birthday. I got my (very good) massage and tried to use it to pay and they refused to take it because all I ever received was an order number and not an image of the actual card. The front desk staff was incredibly rude about it and refused to try to help claiming that they "don't do research". The corporate website is supposed to have an option to resend the card but it doesn't work either at least for me or the person that bought it for me. I just ended up paying for it myself after a whole lot of back and forth with the person that bought it for me. I suppose we could have just set $100 on fire and have a better experience. It is sad because this location had potential but the front office staff is shockingly rude and unprofessional in a place that is supposed to help with relation and stress. After dealing with them, you will need another massage right away. Stay far away from this location. They will not lift a finger to help you if anything goes wrong and then they will blame it on you. Just donate whatever money you would have spent to charity instead of going here. At least you will feel good after the experience. read more

Although it looks like someone tried to reach out about my concerns they were never resolved or remedied.

4.6/5Facebook · 19 votes Google review summary 5 4 3 2 1 4.4 (109) Reviews Alljob 3 feel 6 therapist 5 friendly 4 +5 Sort by Most relevant Newest Highest Lowest DistortedSweetie Local Guide·49 reviews·171 photos 17 minutes ago NEW Just had the worst overall experience of had for a massage in 10 years. I massaged myself for part of it and the woman, Steph, said nothing the whole time. Did not ask about pressure or if things felt ok, then when I asked for harder ... More Monica Givens Local Guide·26 reviews·35 photos 5 months ago Best massage ever by Louis. I've had several other therapists over the last year and they've been good as well. The membership price is reasonable and the front desk staff are helpful and courteous. 1 Massage Envy (Owner) 5 months ago Thank you, Monica, for your positive review of Massage Envy - Franklin. All Massage Envy locations are owned and operated by local franchisees who work hard to ensure guests and members are happy with the services they receive. We are so happy to hear you had such a great experience. Dawn Lowe 2 reviews 2 weeks ago NEW Kit is amazing! I go back all the time just; because of how amazing she is! She ensures that the customer is happy and satisfied with her work! Phenomenal! At the front desk- Sharon is absolutely wonderful! Knows me by name and is ... More 1 Massage Envy (Owner) a month ago Reviews like this are important and it is greatly appreciated that you took the time to leave your positive feedback for Massage Envy - Franklin. Thank you, Dawn! Ashley Moquin 1 review 2 weeks ago NEW Louis P is top notch from both a professional and personal perspective. I've been a client of his for probably 5+ years. He tailors each appointment to my immediate concerns (nothing generic about it!) Sharon is lovely to interact with at ... More Massage Envy (Owner) a week ago Members and guests are incredibly valued at Massage Envy and it's great to hear that you were so happy with your recent session. We will pass it along so everyone within Massage Envy - Franklin can receive the positive feedback! Thanks Ashley! All By owner Street View & 360° All Add a photo From Massage Envy "Massage Envy provides massage, skin care and total body stretch services which are an integral part of total body wellness and a healthy lifestyle. Keep your body working with Massage Envy. Schedule an appointment today!" Details Accessibility Wheelchair accessible entrance Wheelchair accessible restroom Amenities Restroom Planning Appointments recommended Update this place Profiles Facebook DistortedSweetie Local Guide·49 reviews·171 photos 17 minutes ago NEW Just had the worst overall experience of had for a massage in 10 years. I massaged myself for part of it and the woman, Steph, said nothing the whole time. Did not ask about pressure or if things felt ok, then when I asked for harder pressure, her reaction made me feel like I had bothered her then she didn't change anything. I told the staff my honest answer when they asked how everything was and the manager treated me like I was making it up and assured me they had never had a conplaint about her. I asked if maybe she was having a bad day but they said no, and implied I must be mistaken. She said it was because I'm used to harder pressure, which I am, but this felt like a ghost. I don't think I can go back to this location anymore even though it was convenient . That's too bad, but after that I would actually rather drive 30 minutes out of my way to avoid that. I would actually probably go further. They never even apologized about the bad experience. I feel gaslit and disrespected. I have never walked out of a massage feeling this terrible and uncomfortable. read more

I just got done with a Microderm infusion, I was actually looking for detmaplaning but once the procedure started and I realized it wasn't what I was getting I figured I was in too deep, so I followed through with the infusion. I feel like excessive conversation is good for when you're getting your nails done, but not when you're trying to relax. My face didn't feel fresh or renewed after this procedure, I honestly didn't feel like there was a thorough job done at all. She went over my face way too often in some spots and didn't touch other spots at all, I walked out with eyeliner still under my eyes ($100 and they couldn't even remove old make up or cleanse my face) And patches of red In the places she went over too many times. I wish I would've read the reviews before wandering into this massage envy. Also, a lady named Kim was awkwardly micro managing a male employee and it was painful to watch. I wouldn't be happy working under someone who corrects my every move. I gave this place a shot, it was OK at best. I always feel like I waste my money at M.E. I'm so desperate for a good facial I'm considering putting myself through school of esthetics lol read more

This is an update to my original review. I clicked on the link that was in the company response and all that says is to contact the franchise or they will have the franchise contact me. That is a waste of time as it is the franchise itself that is an issue. So I will have to say No Response from the company. read more

Went recently for a first visit, and had not read any of the other reviews on Yelp. Unfortunately, many of the other reviews are somewhat accurate. I really like the idea of a quality local place, but there are some things I didn't like about the experience; - They do make you fill out paperwork including asking about health questions, and discuss out in the lobby. I'm not even sure it's legal for them to ask this sort of information without HIPAA releases, etc. It's sure not the place to discuss health issues though - The massage was just OK and during some parts the massuse actually had my head in positions that hurt my neck. Though I asked for neck\shoulders focus, and she certainly did cover the areas, the work was more effleurage than real work - lots of general rubbing but little kneading or work on spots, which is funny because at the end she said I was extremely tight in just the areas I had pointed out - the solution to this being that I should come in for a weekly massage - I got a little bit of the sell on the membership program at the end, which as others have said, is the wrong time to bring this up when you are supposed to be relaxed and on your way - The price for an introductory massage at $40 is OK, but their 'retail' prices are way too high, and based on reading other things here and my own experience, I'm not going to even consider the membership. Think I will check out other local options.. read more

So I recently moved from Austin, TX to the Franklin area and I wanted to take my Massage Envy membership with me. No issues so far. I had a couple massages, no problem. I went to set up an appointment for a 3rd massage a month or so later and was told it would be no problem. I went in, had my massage, and was astounded to find out they wanted $120 for the massage. No warning was given that they'd be charging the non-member rate. Apparently in transferring my membership from Austin to Franklin they removed the "month-to-month" option once the contract was up - meaning that despite the fact that I had been a Massage Envy member for well over a year, they wanted me to sign a contract again or pay the non-member rate. I really didn't have a choice - I didn't want to pay the $120, so I signed for 6 months so I could pay the member rate. I was happy paying month-to-month, now they've guaranteed that I will cancel in six months. read more

I travel for sales and really needed some relaxation. I called an hour in advance and was able to get an appointment. I asked for deep tissue. My review.... Nicole who I talked to on the phone was really friendly and did talk to me about additional services which I liked. I can't remember my therapist name but I did ask for deep tissue and it was anything but deep. I did ask her during the massage to go deeper which still didn't improve the pressure. They did offer me a warm neck pad when I walked in and the place was clean so overall I give it 3 stars. It is just ok read more

I had one good experience here and then one bad. Please be aware they do not call you to confirm/remind you of the appointment. I thought I had booked for 4, but was scheduled for 2. I was charged the FULL amount for missing my appointment despite not receiving a call from them. read more

Superior quality from front to back! I have nothing but good things to say about Kim (the manager), the other front desk staff and the massage therapists. From the second I walk in the door, I'm greeted by name with a warm neck wrap and instantly led to the tranquillity room to begin unwinding as I wait for the therapist. All of the therapists are great at not only going over, prior to the massage, the areas that need attention then working on those areas, communicating comfort level/pressure, etc and following up afterwards with recommended exercise/stretches. Then the front desk staff is top notch and always asks how I feel AND if I am happy with the massage. They always offer to book my next appointment and I always appreciate just how friendly they ally are. read more

Waste of time in my opinion go to private practice to get the full experience . Waste of money. Thank goodness my visit was on a gift card.

I had such a terrible experience here. I went in for a massage, called on a Saturday am and got an appointment for later that day. I had a good massage from Linda. At the end of the massage they wanted me to sign up for a plan and I told them that it has to be like it was today, call up and come in a few hour from now, I don't have a lot of free time and I find out about it on short notice. They said no problem and I signed up. We get to June and I had used 2 massages out of the 10 that I accrued. I would call every month and there wouldn't be anything available on short notice except mid-day during the week. So that led to a lot of frustration. Then at the end of June I actually took a half day off from work only to get a call 2 hours before my appointment that they weren't going to be able to see me because of staffing issues. I talked to the manager, Kim, who I complained to about my situation and she couldn't have cared less. The business had 150 people when I signed up and now it had 1,000 and that was my problem. She also couldn't understand why couldn't commit 3 days before or why I wouldn't get a sitter for my kids to make a 9pm massage. Kim was rude and abrasive and just terrible. I asked her for options to use what I had paid for, I wanted to be a customer and get my services. It wasn't Kim's problem, she didn't care and what was she supposed to do about it. So I called my credit card company, put a stop payment on that account, disputed the charges for them selling me on something that they didn't deliver on. My credit card company agreed and they took back the money for the 8 months that I couldn't use because they never had the availability that they said that they would or would cancel on me. What a terrible mistake this place was. read more

Some massage places are a bit shady.... seems that they are not expecting a woman as a client.... anyway, so when I learned about massage envy I decided to call. This Franklin Ma location front desk woman was rude and could not wait to get off the phone. So I called a brand new one in Lincoln RI. Staff were friendly, massage was okay. Then comes a big membership blah blah pressure. I know it is a business establishment and they have to make money. The front staff must be new at dealing with customers for sales, her pitch was painfully boring and she kept on saying "be a member and get a free massage!" wow, wait, the member ship fee is a massage cost, right? She also recommended next time I will try aroma therapy, I sometimes get nausea from essential oil, then she mentioned they only put 12 drops in the massage bottle. I couldn't help but imagine poor therapists counting each drop of oil. (By the way they wear belt with holster which holds a lotion bottle and they are all running around with it. kinda comical) When I really turned her down for the membership, she didn't hide her attitude, no one makes eye contact with you then. LOL I wanted it to be a place I can rely on, but it felt like McD of massage world. Nickel and Dime you for extra 12 drops and foot massage? Deeper pressure option? I don't mind paying for good service but this place was not worth it. This review was for Franklin Ma location for not wanting to deal with me on the phone and my actual massage and sales pitch experience at Lincold RI location. I won't be envious of this franchise massage! and whoever is planning to go, be careful. There are a lot of complaints about their so-called membership. read more

Just had the best massage by Jamie!!! Thank you so much for having such a good therapist. She was able to get rid of a lot of the tension in my upper body. She offered me a face massage which I had not had in the past. It helped with my sinus preassure!!! Again that you Jamie your the best!!! read more

I love coming here to pamper myself because that's exactly how they make me feel. The front desk staff are very courteous. They've always made me feel comfortable during my appointments. I've had facials and massages here, and have no complaints at all. The ambience is also very relaxing. read more

Worst experience with management ever- as you can see I am not the first to comment on that. I also would like the people reading these responses from management to know they are false promises to rectify the bad experience. I kindly called and was given the same poor treatment. read more

I just had a terrible experience at this place for Father's Day. It really made me sad today. My wife bought me, so she thought, a members dicounted 90 minute Fathers day massage. I arrived and was told it was only 60 minutes. Ok. But a few issues. 1. My wife wanted to buy me the 90 minute special and thought she did on Friday. Uninformed and incompetent service. They sold her something different Than she wanted or she thought she was getting. Of course she trusted the clerk but....bad idea. 2. When I got there I was a bit blindsided when addressing this issue by the attitude of the clerk. The manager said nothing and didn't even engage but the clerk had major attitude. Saying" I don't care if you agree you owe us $100 for the massage regardless of you get it or not" . Nice way to spend father's day. Fighting with someone trying to swindle your money. 3. Lastly, and mostly, I feel so bad for my wife. She tried to do something nice for her husband and was taken by used car selling tactics at this establishment. Please stay away! Ownership and management does not care about you. This is a reflection of ownership and management. You can get treated like a real human being and have just as good, or better, massage at one of the many local spas in town. Your call but I say Do Not Go Here!!! read more

Everyone is nice besides management! Management is HORRIBLE! Clearly you can see from the reviews below. Kim the manager refused to give me their corporate number after asking for it. She stated "she has no idea what it is" & also stated that she didn't have "time" to converse and dispute the problem with me. Never knew someone who worked for a franchise and ran the business that they didn't know the corporate number or email. Sad. Everyone else was amazing & very helpful. I think it's time for a change in management if you guys want people to continue to come to this establishment. Customer service is KEY*. & your management DOES NOT HAVE IT. Especially when it's THEIR FAULT*. read more

Recently went for a visit with my wife and could not have had a better experience. I am an avid viewer on Yelp and don't write reviews often but I had such a great experience I had to let everyone else know! They fit us right in on a Saturday and I forget the women I talked to on the phone but was fabulous explaining to us all the different options we could have. The two therapists were phenomenal. They customize it for you and they were super friendly. My wife highly recommends the Sugar Foot Scrub, she said it was excellent as well. It was also super clean and classy looking inside. It is so tough to find great customer service but the front desk was so helpful and welcoming I knew I had to make this a ritual. The monthly wellness program is a fantastic deal that we could not turn down. We both signed up and it will become a monthly date for the both of us to treat ourselves. It is a perfect location and just what this plaza needed! No doubt the full 5 stars!! read more

This place is not accommodating at all. They had one therapist available on the date I needed but he will only do a 90-minute massage and not a 60 minute. I'm freezing my account and going someplace else. I will not be back. read more

Beware, gift card policy is extremely deceiving!!! Yesterday, my husband purchased me a $100 gift card. After realizing I had previously experienced a less than mediocre massage at this location, he promptly returned to the store to get a refund with the gift receipt he was given. Upon returning to the store, the receptionist told my husband that there are no returns on gift cards. My husband was NEVER made aware of this policy nor was it written any where on the gift receipt or within the spa. Understandably frustrated, my husband yet again requested a refund as he was clearly not provided with the appropriate information upon purchase. The receptionist became rude, had no excuse for the misleading policy or lack of information upon purchase and continuously stated "it's corporate policy!" After contacting corporate who said that his receipt should have stated "no returns," my husband checked his gift receipt which did NOT state this. After some quick research, we realized several clients had similar issues with Massage Envy customer service and their deceptive gift card policies. The rude and unprofessional treatment my husband experienced should warrant this location zero stars. I have tried calling the Franklin location this morning multiple times for some sort of feedback, yet repeatedly no answer. This is my first and only Yelp review, but the experience was so extremely poor that I do not want any other potential customers to experience this! read more

Consumers Beware! Do not buy a gift card here! I have had a horrible experience at this particular location. My husband purchased a gift card for me for Mother's Day, so far I have had them take funds from the gift card to tip a massage therapist without my consent and have also had a massage taken away from me because I had to cancel an appointment. Speaking to headquarters and various other locations, this not apart of policy. The manager Kim is difficult to deal to with and so abrasive and mean when trying to talk to her about an issue...she speaks over people and is very condescending. She has brought me to tears from the stress of talking with her. My poor husband really regrets purchasing anything here. I have put in a request through corporate and the location for the last 7 days for the actual owner to call me in hopes of resolving...not once has this guy even bothered to pick up the phone and reach out to me. Since they don't want to make things right, I am taking further action. I just want to reiterate to those reading this how important it is to do your research before investing your money in a service or product...it takes just a few minutes and can save a lot of stress and money in the long run. Update: Because of an employee's disgruntled dissatisfaction for my leaving reviews on Facebook, Yelp, and putting in a complaint with the BBB...they now stalk my reviews and leave comments with fake accounts and fake reviews in attempts to discredit my review. The fake reviews always address comments I made in my reviews...such BS, then the company conveniently thanks the person for leaving a great review and so happy they came blah blah. I left a review on Facebook, the same thing happened on Facebook and then they had Facebook delete my review....i wonder how many reviews they have had deleted over the years. I guess they couldn't get Yelp to do the same thing so now they have resorted to pettiness. I am extremely uncomfortable with my address being in the Massage Envy system, it's no telling what kind of people work here. This location has been so much drama for me. I was treated poorly here, and I have absolutely every right to leave an account of the events. I absolutely loathe this place! I have been to Self Spa 3 times. The owner is all about customer service and taking care of your needs. The atmosphere and professionalism is a total 180. read more

I started going here when they first opened and it was the first time in 4 years of getting massages that I ever had to stop the massage and get off the table! Lauren was horrible she pinched something in my neck causing serious pain and I couldn't turn my head. So they comp my massage and gave me a free one to fix the damage Lauren had done. So I decided to let it slide and kept going here Bc of the location. Now that they are established they are impossible to book. It's either a month in advance or during the week day at the most inconvenient time. Although the massages have been better the front desk service is still below par! When I came in for my october appointment they never booked it for prenatal so I couldn't get a massage. They then booked me a month later and this time I called to confirm the day before, they told me I was all set but the next day at 9am when I show up for my confirmed appointment they tell me my girl called out!! It's two days before Christmas, I'm 4 months pregnant, waited over two months for this appointment, and the manager( who I had to wait for bc she was out doing a coffee run instead of her job btw!) says she can't call anyone in bc the are light staffed? How is that my problem? All she could do is book me for after the holidays.. Furious! Second time in a row I'm suffering bc of the staffs mistakes. The manager should have called in someone else to pick up the slack or figured out a way to get me in that day! They are supposed to help relieve stress not add to it. I am begging anyone who reads this not to go to this location! Look at all the reviews, they are all horrible! P.S -The manager Paul is amazing! He is the only one who really knows how to help fix the problem! read more

As far as the massage therapist goes, Dawn was great. She worked all the areas that we discussed and listened to my directives well. However, I am giving the 2 stars to the establishment and perhaps, to the therapist, regarding the actual time I was received a massage. I booked an hour and a half...that's 90 minutes. What I received was about 70 minutes of actual massage, 10 minutes of talking and 10 minutes of clean up time. If you are going to advertise a 90-day massage and charge for a 90-minute massage, it should be a 90-minute massage. I have been other places that charge you for a 50-minute and a 75 minute massage because they need time to clean before the other customers come in. They advertise 50 and 75 minutes NOT 60 and 90! read more

Went in recently to the Franklin Massage Envy with a gift card. It was my first time. I must say I was apprehensive because of a previous post, so glad I checked it out for myself. I found Massage Envy to be accommodating, friendly and professional. I was greeted with a smile and a warm neck wrap. I've had many massages over the years at five star resorts all over the country. the Massage Therapist at Massage Envy was 5 star. I will be returning. I suggest you give them a try it is well worth it. read more

I had a gift card to use at Massage Envy.So I made an appointment, After the appointment, they sales lady sold me on the Wellnes Program. After an hour massage I just wanted to get out of there. So, unfortunately I signed the contract. It has been about a week and a half and they won't let me out of the contract. I offered to pay for the free massage they gave me for signing up. No customer service, the manager could have cared less about her customer. If she had cancelled my contract I would still have used Massage Envy for gift cards or a random massage BUT because of this lack of customer service I will no longer use Massage Envy. Aweful read more

High pressure sales tactics + completely absurd contracts are the two primary reasons you should steer clear of this franchise. I purchased an $85 gift card for my girlfriend to get a few single massages.. when she went in to schedule her first massage, they pressured her into a 6 month contract. They wouldn't let her leave until she signed up. She signed up (not intentionally) in January, tried to cancel at the beginning of February. After Massage Envy took their sweet time to process the cancellation, it has not begun "processing" until March 18th. It won't be fully cancelled until April 18th. Due to this, she has been charged $160 for services that have not even been provided. I have called and tried to get a refund for this money, and they consistently refuse. All they say is "Massage Envy does not give refunds". They said it with pride. Disgusting. The customer is apparently not always right in 2015.. TERRIBLE ESTABLISHMENT. Trying to contact corporate and deal with this but it seems the entire company is completely shady. Please, just get a massage from a private practice. Support the local economy, don't support this company. read more