I went here yesterday and received a wonderful massage from Britteny. I even decided to buy a membership so I could get more massages. My only issue is I wasn't brought back until 10 after my appointment and then we talked and such. I didn't get started until 25 after and then we still ended on the hour so I didn't get my full 50 minutes. I can understand she probably had appointments after me but if we get started late, it should roll over. read more

Really awful experience today at this location. Went in for a 60 minute massage and the entire session was horrible. I had to wait about 15 minutes even though my appointment was at 4pm. The therapist did not even touch my legs or arms. The massage lasted about 40 Minutes. The massage was not relaxing at all. what waste of money! Do not recommend this place to anyone. read more

Enjoyable facial experience. The tech was kind and gentle with my skin. Other staff were friendly and helpful as well.

Totally incompetent...basic customer service doesn't exist. Two scheduled appointments canceled by this location, on the day of the scheduled appointment, and they decided just to send a text message and not call. Why did they not call? According to the receptionist, it's more efficient. For who, not for the customer! Just because you sent a text doesn't mean the other party read it; simply give them a call and explain the situation. If this is your company business model or practice, it amazes me how you still even exist. If I could receive half the value of what I paid for my unused credits, I would walk away from this company today! Oh by the way, there is no manager or supervisor onsite until Monday....really? read more

Don't go there my appointment at 6: pm they started me and my husband at 6:15 and they said finish at 6:50 and I pay for 1hrs not really clean in the room and not good enough massage ‍ read more

I will start this by saying that whenever I was able to schedule a massage or facial here, I never had any problems or complaints. The services I received were fine. It is nearly impossible to schedule massages, though, so it made it very challenging to use my credits. I was originally a member at the Germantown location since 2018, and when it closed, I asked to cancel my membership (September 2023), following their instructions (to email or call for the request). Somehow my email was missed and they transferred me to the Gaithersburg/Crown location, and after a 60 day break in charges (I think a credit due to my location being closed), they started to charge me my monthly fees again. Despite reaching out through phone or email, they continued to charge me five additional months through March 2024, when I finally got them to stop charging me. I asked for a refund for the five months they charged me after I had asked for a cancellation - they refunded me two months and then said they needed to get authorization for the rest. Yesterday (6/23/24), I was informed that the owner told them to not refund the remainder of three credits, and that that was the end of what they were going to do for me. I went into membership at Massage Envy with my eyes wide open - monthly billing, you had to be a member for a while before cancellation, etc. I had no idea that even after I asked for cancellation, it would take 7 months to get them to stop charging me and they would refuse to return the money they mistakenly took out of my account. I have contacted the Better Business Bureau - I would definitely stay far away from this location (and maybe the company, who knows). read more

Absolutely terrible and unprofessional front desk service. We were just cursed on the way out after we cancelled our 7-year membership by Ashley. In fact, she used her foul mouth to curse out my wife's mother who has stage four cancer. The manager (probably the fifth one this year), has little to no customer service training and is an absolute jerk. And sadly ownership is no where to be found and has no idea how their investment is being handled. This is the same lady who cancelled three months of appointments for my wife and I back in March. Even though I personally spoke with Ashly in person three times letting her know we would be on a overseas vacation with little to no service. She gives my wife dirty looks and attitude and it makes you seriously wonder about this company's hiring practices. Mind you my wife and I have been there longer than her lol During this whole ordeal today, the ill-equipped manager literally walked away. Again the manager hired to resolve these matter turned her back and walked away. As a customer we have come to understand, Massage Envy is purely a volume based business. That means what they value in their their customers is getting them to sign up for monthly membership not the customer experience or the customer enjoying the membership experience. And you have to know it's nothing like a spa experience due to the staff who seemingly having no spa employment experience. The only good therapist has no appointments available for months on end. They change policies constantly and pick and choose which customers are given notice for availability. But yet they are glad to charge you every month even if your therapist isn't available for two or three months at a time. We were members seven years and it made no difference they lost two long term customers, so imagine how they would treat you? Their front desk has constant turn over and ownership does not seem in tune with daily operations nor the people they have hired to represent their brand. We have about 20 credits between my wife and I and gladly gave it all back. Essentially the business model is to place disengaged hourly employees who have very little customer service or sales training at their front desk to deal with customer they are clearly not used to or trained to serve. It's an unfortunate cost-saving strategy by ownership and you get nothing close to a spa experience. read more

the worst they messed up appointments after appointments all through my pregnancy, they would charge random cards on my file that didn't even belong to me but to those whom I have gifted credits to, my monthly membership fees without any authorization. they're running some sort of scam here read more

WARNING TO THOSE CONSIDERING A MEMBERSHIP: MASSAGE Envy is unable to handle the members that already exist in the Rockville/ Gaithersburg area and yet they continue to try to sell memberships to new customers. I have had at least 4 of my appointments cancelled (in less than one year) by the location with no reasonable availability to reschedule. That wouldn't be such an impediment except for the fact that appointment availability is limited or non-existent even when scheduling an appointment exactly 6 weeks ahead (apparently the furthest future date allowed). read more

The manager at this location is argumentative and lacks customer service skills. I am truly surprised a company based in health and wellness has such a negative person in a customer facing position. Rather than seeking a solution the manager is dismissive and rude- she's forgetting a major aspect - I'm a paying customer and don't have to accept such rude behavior. I am beginning to think the owner is the same. I see other reviews on here stating the same behavioral issues with the manager yet she is still there. Perhaps she is taking cues from the owner. Nonetheless, I will seek to have my credits refunded and take my business elsewhere. I cannot visit an establishment that tells me to "go to hell"... btw, I expect to see the generic response from the owner thanking me for my review, yada yada.... However I will take legal action if my situation is not resolved. read more

I have been a member for about 1.5 years prior to the pandemic/lock down. I have had NOTHING but GREAT experiences with the therapists and the managers at this location. While it may be true that there has been some turnover in Managers Mollie & Michelle + Dushawn (sp) have been nothing but kind, courteous and accommodating to me. Its a small team but I have not hade any problems! I have received massages from Britteny, Alex, Chow, Yaw and Danielle. Every session has been pleasant and all of my needs are met each time. In the last year, I have been seeing Peggy; her skill as a massage/stretch therapist is EXTRAORDINARY! Her work with me has given me increased movement, flexibility, in addition to reduced back & hip pain. Massage Envy @Crown is a place I think of as a second home for holistic healing in my life! read more

Good grief do not join. The massage therapists I have had have been fine, but I cannot quit this place! I must have about six massages I am trying to use up - but you cannot get an appt! So I cannot cancel. See how they did that? They are booked 8 weeks out, sometimes 10. I just want to quit. And go somewhere where there is availability. I'm trapped. read more

Absolute fabulous massage by my therapist, Janthima. She listened to my concerns (neck and shoulders) and gave the most wonderful massage. Thank you. I would like to give 5 stars, but I'm not impressed by the receptionists. The phone message yesterday confirming my appointment was nothing but a gabbled, garbled, disinterested squawk. Parroting that if I don't give 24 hours notice I'll be charged. Fine, remind me but please advise your reception to speak clearly, slowly, gently, with interest and a much calmer voice! You're a massage salon after all. read more

Don't go here! No customer service. Store manager is short temper and argumentized. I bought a membership at the beginning of the year. I been paying each month despite COVID and MCPS lockdown. I wanted to support local businesses. In August, I called and asked to place my membership on hold and was told okay. Three months later, they are still charging my card and telling me I have to fill out paperwork to hold my membership. I have resubmit the same paperwork every 3-months. Right now, I have 9 paid services and want to quit the membership but if I do then all my paid months will be wiped clean and I will have no credits. I'm in a no win situation. Don't be like me. Save your money! In the meantime, I am waiting for the email with the attached paperwork and have not received it. Don't be a fool like me and sign-up for a membership. read more

You guys are the absolute worst. You refused to let an employee take time off to go visit their dying relative!? Seriously, how clueless can you get in this day and age? I'm glad they walked out on you, because that's some seriously scummy shit. I'm going to make sure that others know that this is how you treat your staff. read more

These people are horrendous. My brother gifted me a digital certificate for a massage or facial in August 2023. I used to have an account with Massage Envy pre-pandemic but with work and life I found I wasn't using all of the massages I paid for (my bad), so I cancelled the membership. Anyway, I called Massage Envy to schedule a time to use the gift for a facial. I was told that the certificate would be expiring soon so I needed to make an appointment asap. I did. I scheduled it for a Friday afternoon - 3 days prior to the expiration. The facial was awesome. I really liked it. I thought everything was fine until a month later, when I saw a charge on my card for $130 from Massage Envy. I called them and they "investigated" it. Never called me back. So when I reached out to them again, and they told me the gift expired the day before my facial; a lie. I fought with the credit card company for about 4 months and eventually got stuck with the charge despite my protestations. Horsed again. I will never go back to this business - really unethical rubes. The managers/owners are horrendous. Good luck taking advantage of your customers and good luck staying in business treating customers this way. read more

I had a gift certificate here for a one hour massage and was really looking to it. I arrived ten mins early. They came to get me 10 mins late and then told me they had to honor the time and had to finish less than 50 mins. Then I was told even though it's called a 60 min massage it's really 50. That's complete false advertising. I will never come back here again. Way to completely ruin a relaxing massage experience. read more

This Massage Envy location is poorly managed. I gave it a chance, but stopped going to this location and found a different Massage Envy that I like much better. read more

Update: My issue has still not been resolved over a month later. Massage Envy has not responded to my last email on 11/03 when management informed me they would try to track down the employees I'd spoken to. To date, on my reviews which have been cross posted to multiple sites, the most I've received is a canned response from the company asking to contact them, though my reviews clearly indicate previous contact via email. If I could do it over again, I'd spend my money elsewhere. By not working with a guest to come to an acceptable solution regarding a mistake on their end, it is evident that they do not care about guest experiences or their company's reputation. read more

Beware. Constantly adding charges and removing credits. This location specifically will charge your credit card when you specifically tell them no. Very difficult using one location when different from home location. Again, beware they will charge you when they can't or won't even try to get info from home location. You will find many unauthorized charges. It's a shame the have good therapists. Unfortunately, terrible management. I advise to stay away from the massage envy system. Stores are individually owned and run. Disputes are left to the customer. Managers are useless and never available. read more

I am extremely disappointed in the lack of communication and professionalism with this particular ownership of this Massage Envy. I work in the Medical Field and do not want a massage during Covid. I filled out "hold" forms and have Called practice to voice my concerns of wanting to wait to proceed with monthly membership as I have credits on file but am not comfortable using them during these scary times. My account was charged my monthly membership and I processed a chargeback with my credit card company which I received. I was then contacted via a text asking for my monthly membership dues and I said no due to COVID. The response I received was that they accidentally text me and that my 7 credits on file were immediately canceled and I was NEVER notified. I am very upset that because I requested a chargeback during Covid I have now lost ALL my paid non-rendered services and was NEVER even provided an email, text or call that the owner was canceling my membership making me lose all the credits I had saved up over time. I tried to reach out to this practice and ask for a refund of credits and was told if I wanted my credits back I had to pay the $60 and then I could have my already paid for credits back. This is unreasonable as the reason I had the account on hold is for Covid so paying more money to use my credits makes no sense as I will not use them during this time. I highly recommend looking into other Massage Envy locations as there are locations that do NOT do this to clients. I found one in Frederick Maryland who would actually hold the account and would not cancel an account without notifying the client. Make sure to read all the documents you sign before providing your credit card information and accumulating massage credits that can be immediately taken away without notice. I am now out the money for all those I pre-paid for and the assistant manager stated the owner would not refund my credit card and indeed all my 7 massage credits are gone. No middle line was offered and I am sad to say but I will never return to this location. I feel that during Covid a company should be more understanding of a clients personal fear of Covid and germs. I am now out money for services i did not receive and I am made to feel bad for not wanting to come in and pay them another $60 to get my original credits back. Extremely unprofessional and sad that this is the way things are handled during a worldwide Pandemic. It is not the money for me as much the principal of a common courtesy to notify me they immediately canceled my account. Unacceptable and I will not be returning to this location. I was told I could sign up at another location and I thought this was even more unprofessional to add insult to injury. read more

Massage Envy - Germantown-MD - Massage Near Me - Germantown, Maryland

I'm not a fan of the business model, and I don't plan to join the "membership", but I had a stand-alone massage and wanted to recognize the therapist. I'm fairly active and very stressed out, so carry a lot of tension in my traps/shoulders/upper back, and I've had more than a few massages (some from other Massage Envy branches) that don't get deep enough to relieve the tension and pain, even upon request. George was able to provide the necessary deep pressure, and clearly has an excellent understanding of muscle physiology and bodywork. He was also exceedingly polite and kept checking in to ensure the pressure wasn't too much; it was perfect but I appreciate the communication. He was able to work out some deep knots in my upper back, neck and shoulders, as well as a tense misalignment in my right hip. I'm delighted and very impressed! If you need a deep tissue workout, I cannot recommendation him enough! read more

Had what could be considered the worst experience imaginable here. The massage therapist was incredibly inappropriate, saying I needed to commit to 90 min appointments once a week (love a sales pitch during a massage!) and said I had "a tight ass" as she massaged my gluteal region when I asked for lower back work, and proceeded to sell me on a product her friend was selling. An all around a terrible experience. Honestly, I wouldn't have left a review about how bad it was because I know the power of Yelp with businesses and I think its terrible when people leave undeserved bad reviews. With that said, management made the biggest mistake and they're the reason I'm writing this. They found out about the incident when I filled out the follow-up email that gets sent out 2 days after your appointment and sexual harassment being a huge thing, I was bombarded with calls from two different managers upon them receiving my feedback describing the incident. A PERFECT TIME to rectify the situation. You messed up, big time. And that's okay. We all do. So when I did speak to the manager of this location, she got all the information she could on the matter, and then suggested, even though I mentioned I'm terminating my account, that I try another therapist, on my dime, who is really good! How's that for great customer service? The audacity! It gets better. Being that that manager clearly doesn't know the first thing about customer service and crisis control, I contacted Massage Envy corporate! Three weeks ago. They never responded. So, all in all, Massage Envy doesn't know anything, other than how to charge the most for a massage. Side note: Even though the posters advertise your massage is $59 for 60 mins... its $15 to add essential oil to the massage (the cost of an entire bottle on amazon; pack your own) It costs $15 more for deep tissue work, which makes zero sense other than reaffirm their value on their customers They suggest you pay upwards of $30 as a tip after your massage. So for a good massage, you're looking at $120! 90 mins is about $200. So look around, check out smaller, less corporate establishments. They'll charge way less, they'll know a little about customer service, and you'll get more bang for your buck. read more

I am so pissed off!!!! I was 12 minutes late to my 1 hour massage and they then told me that I could only get 1/2 hour massage. Yes it was my fault for being12 minutes late, but they should have at least given me a 45 minute massage. She said it was that or they would charge my credit card as a same day cancellation which would have charged me $69.99, so stupidly i guess I took the 30 minute massage. Plus the manager was a bitch!!!! read more

Good masseuse but the massage started late and ended early. Also the payment process at the front desk was disorganized due to computer system issue. You go from being relaxed to stressed at check out. read more

Awful customer service and rude management team. While it is my fault partially (I tried to book a massage online), I believe that ME - Gaithersburg bears at least 50% of the blame - in spite of the manager INSISTING RUDELY that she left a voice message and emailed me about my appointment (no voice or email - there was a call, but, no message was left and I assumed it was another robo call from a random number). I received no confirmation until 8 minutes after the massage was to have started and by then, was already 8 minutes into my massage at the Rockville ME - which, btw - has much nicer staff all the way around. I was charged for the full session and was told they did what they said they did and that was that. So - give the Rockville ME a call instead - they have an awesome, professional and polite team! read more

I was not expecting how good a massage I got and nice this place was. While it doesn't come with frills like steam shower and sauna of a more expensive spa, I don't use that anyway and this is half the price. It was really clean, rooms are large, quiet, and there is a pre service waiting area called the tranquility room with hot teas and cold water and plush chairs that has soft music and lights low. Service staff at front desk are very courteous. I like deep tissue and hot stone massages, and have tried both. The same quality as a more expensive salon but since half price I can do it monthly. Even have 90 minute massages which I scheduled next time. Will post after - so far really good experience. read more

Facial was good and I liked that the aesthetician did not do a hard sell on any products like they do at BlueMercury, but the "60 min facial" was really only 40 minutes once the got done with all the yacking a fussing before your appt -- and I arrived 15 min early. She told me she didn't have time to do the hand and shoulder massage if I wanted to get extractions -- but it was not that expensive so you basically get what you pay for. read more

My husband & I enjoyed our last minute couples massage session with Lori & Jean. Great date night for us! read more

Massage Envy - Germantown-MD - Massage Near Me - Germantown, Maryland

I am very disappointed in this business. I cancelled my membership because it was difficult to make time for appointments with two jobs. I had 7 massages left and they told me if I couldn't use them in 60 days to call and they would extend them. I called on the 61st day and they told me they would not extend them. The just took 7 massages at $60 each. RAPE!!!! read more

The staff and the masseuses have all been great and provided fantastic customer service. I've also gotten a couple great facials there as well. The one snag I found was how difficult it is to cancel your membership (probably shouldn't be a surprise...that's the last thing they want you to do), but no one seemed to know how to do it. When I finally got in touch with the membership manager, she was very rude about it and really made my experience negative when it didn't have to be. Disappointing considering how good the rest of my experience was. read more

Have had the worst experience with the management of Massage Envy. The massages are ok but don't get fooled into signing up for anything. It was the most exhausting process to get out of this contract and found out they were charging me 3-4 months after the contract was cancelled too. Horrible experience. Would not recommend anyone to Massage Envy read more

Wow, the overall experience has fallen. My initial experience was exceptional for a box franchise. Unfortunately, my multiple mixed recent experiences will have me looking for another go to for my services. Is it management that is undedicated to customer service or just the malaise of membership based business? Sad to see the potential lost. read more

I decided to give them another try after having less than ideal experiences the first three times. I completely screwed up fell asleep and woke up 30 min after my appt started. I called and apologized knowing I would get charged. I was planning to likely cancel my account. Decided it was time to drive down and do it. The individual working was so great! She was very nice and professional. She was sincere and had good customer service skills. She offered me a new slot later today so that I didn't miss out on the massage. Up until now I have had terrible luck with the service and unfortunately even the health of my therapist. I am hopeful that is a thing of the past and looking forward to my massage. read more

I would give 0 stars if I could. Whoever Mariah and Serena are have been giving me the run around for 30 minutes to book an appointment. First they're on the wrong day. Then they give me times that are booked. Then they say the whole day is booked. Then Serena puts me on hold "so Mariam can further discuss that I can't book an appointment" by the time Mariam is back on, she says the day is all booked. I ask to speak to someone else. Mariam puts me back on hold to come back and ask me for all the information I have already provided to her again. I hope this business closes and these people get fired. I don't have this issue booking at any other spa. read more

If you have a membership to this place cancel it now. If you have an upcoming appointment cancel it or move it to another location. My wife and her girlfriend showed up for their scheduled massage appointment. It was scheduled six weeks ago. They were told rudely that their massages have been canceled. An even more rude behavior by the manager telling my wife and her girlfriend that they canceled the massage because they're shorthanded was intolerable. Instead of apology they got attitude. There was no advance notification. Zero communication. You will get better treatment at the local DMV. We have already contacted the corporate office regarding this unbelievably horrible operation at their Crown location in Gaithersburg spearheaded by a nasty manager. Avoid it like the plague. Lastly, this is obviously an awful reflection on the ME brand. All you have to do is read the rest of the reviews prior to this and ask; "how could this manager still be employed there?" read more

Everyone at this location is a pleasure to deal with. The front desk personnel are friendly and very helpful. When you need a great massage-- ask for Chris S. You may have to schedule an appt far in advance..he's a great massage therapist and is in high demand. Ask for Nikki when you want a facial, she's a wonderful aesthetician. read more

May be one of the worst customer service experiences of all time. Let me start by saying that the establishment itself would warrant 3 stars. The massages are hit or miss depending upon the specialist, but decent for the most part. The actual interior and rooms are mediocre, but suffice based upon what you pay. Onto the Service... I have had three appointments within the past 3 months cancelled. The first, I showed up and the "system" had an "issue" where my appointment didn't exist. The resolution? Nothing. Simply asked to reschedule. No apology, no willingness to try an accommodate an alternate option. The next time I made the mistake of going back was another terrible experience. I was waiting for my appointment to begin when someone from the front desk came to inform me that my therapist had just quit. The resolution? "Well, we can't control when people quit, you'll have to reschedule". Right. I get it that you can't control people quitting. But, you could control why so many of your staff quit (see below) and instill a back up plan in the event someone does. The third time (mind you, I would not be going back if I didn't have so many "points" to burn through), the specialist decided to "change locations" and was unable to honor the appointment. I was notified the day of, and when I called back, was advised that I should have called earlier as there would have been appointments available. Right. Because I sit by my phone waiting to be cancelled on and to schedule my day by what works best for you. The best option I was given was to pay a fee in order to place my account on hold to use some of the points. They can't honor my efforts in trying to schedule appointments, so I am left to pay a fee. Unbelievably terrible business model and experience. Do yourself a favor and don't get suckered into signing up like I did. Never again. read more

Alert! Do not sign up for their subscription massage plan. I had three "deep tissue" massages by three different masseuse who had three different ideas of what constitutes a deep tissue massage. They had also at the last minute canceled one of my three scheduled appointments. I did not use my full subscription nor would they refund those sessions not used. I found on the Internet that Massage Envy settled a class action lawsuit in California regarding unfulfilled and unused subscriptions. http://www.massagememberclassaction.com/docs/Final%20Judgment.pdf http://blog.entrepreneurthearts.com/2016/04/10/how-to-alienate-your-customers-a-case-study-massage-envy/ read more

I used to go to Massage Envy in Pennsylvania but moved to Maryland a couple of years ago. I have been extremely happy with my choice of this Gaithersburg Massage Envy. I've been a member for almost 2 years. I continue to love it. This is for muscular wellness and value, not posh luxury. No robes or Jacuzzi here but I never used all the available extras at those other more expensive places anyway. Also don't have the time or money to pay for the higher end spas with any frequency. This Gaithersburg Massage Envy is about great massages and facials that I can afford on a monthly (some times twice monthly with their new discount of only $50 per hour for the 2nd or more each month) for my 90 minutes of pampering. The spa continues to be spotless, really beautiful, with the tranquility room, tea choices, and fabulous massage therapists and facial aesthetitions to keep me a member. I tried the 90 minute massage and facial option and never went back to a 60. Reason is that the 60 really get you about 50 minutes of massage time with prep and dressing. While the 90 minute actually gets you about 80 minutes. I'm like jello after... The spa's choice of options continue to increase and the member inducements and benefits have gotten better and better. Stretch services for my post work out needs are probably the best new service. I sometimes combine this with a 60 minute massage to total 90min. Also some of the tailored lotion options such as hydration enhancers, cleansers, aroma etc.. I think there are 5 or 6 options but tend to stick with the hydration and cleanser. The ladies at the front desk and the therapists are always smiling and seemingly grateful for my patronage. They are always pleasant to me and others I've been witness to. I mention this as I have seen mention of staff and concern on some older reviews in the past but that has not been my experience. They have been great. If things change I'll comment but for now I plan on continuing to pamper myself here. read more