I have now been to Atsu twice at Massage Envy and she is talented beyond belief. This last visit I booked a 90-minute massage, and it was one of the best massages I've ever had. She truly listens to what your body needs and also has an incredible ability to find and work out sore muscles you didn't even realize were causing issues. I walked out feeling like a completely new person. Professional, intuitive, and exceptionally skilled -- I highly recommend Atsu! read more

I'll start with the good: the massages themselves were top-notch. My girlfriend loved them. If there were a way to get the massage without having to deal with the front desk or management, this would probably be a five-star experience. Unfortunately, there isn't. I originally made an appointment on a whim because my girlfriend was having back problems from work. Being the wonderful boyfriend that I am, I booked her a massage. When we arrived, we filled out enough paperwork to make me wonder if she was getting a massage or being admitted for outpatient surgery. During that visit, I was talked into buying a three-massage package for her birthday. I spent over $400, and only after paying did I learn the fun details: the massages couldn't be used at another Massage Envy location, and because I bought them for her, I couldn't use them either. She had to use them, at this specific location. Annoying, but whatever. Also, a "60-minute massage" apparently has a very loose definition of 60 minutes. They go back several minutes late and somehow finish with plenty of time left on the clock. Nothing says relaxation quite like realizing your massage therapist is watching the clock more closely than you are. Then came the appointment that really made this place special. We had a Sunday appointment and arrived early so I could tip the provider and make sure my girlfriend was ready on time. We walked in and were cheerfully informed that the provider had called in sick. People get sick. No problem. The problem was being told they had contacted me to let me know. No call. No voicemail. No text. No email. Nothing. I was then offered another appointment around 2:30 that afternoon. Fantastic. I had already driven 25 minutes there, so apparently the solution was for me to drive 25 minutes home, come back again later, and then drive home again. Roughly two hours of driving because they canceled the appointment. I declined that generous offer. I was angry and admittedly didn't handle the conversation at the front desk particularly well, so I left before I made an even bigger ass of myself. I contacted Massage Envy corporate afterward and learned that each franchise is independently operated, so I needed to deal directly with this location. I actually intended to stop back in and apologize to the front desk staff for how irritated I had gotten. Before I had the chance, I received a phone call from the location where I was argued with and told someone from management would contact me. I'm still waiting. My favorite part, though, is their cancellation policy. If I cancel without enough notice, I pay half the appointment fee. If I cancel at the last minute or don't show up, I can be charged the entire amount. Fair enough--they're running a business and their time has value. Apparently, my time has a market value of exactly $0. They canceled our appointment, failed to notify me, caused me to make a completely unnecessary 50-minute round trip, and offered no refund, credit, complimentary massage, or meaningful attempt to make it right. So, my review is pretty simple: the massage therapists are great. The customer service surrounding them is not. Be careful buying packages at this particular location. Make sure you understand exactly what you're buying before handing over your money, because they are very good at selling the service and considerably less impressive when it comes to fixing a problem after they have your money. To the Massage Envy management team that will eventually read this: you have my phone number and email address. Please feel free to contact me. I would genuinely love to speak with someone who actually has the authority to make a decision. read more

They are great. *UNTIL you try to cancel your membership*. I have been a member for over a year and filled out the form to cancel. The girl at the desk said that she would submit my form to the manager to see if she approves my cancellation. I have called and left messages twice as well as asked them to have a manager call me when I was in there and filled out the paperwork... to be sure my membership is cancelled. CRICKETS. No callback. I am going to have to cancel my credit card just to be sure they don't charge me anymore because I can't get "approval" confirmation from this location. I have also messaged them on Facebook - on their page and in messenger .... Nothing. Get a Massage here, but DON'T BECOME A MEMBER - it's a black hole that seems to be impossible to get out of!! read more

Had a facial at Kenwood. I am a member, so I go to this location every month for a massage, but this was my first facial at this location. The facial was very good and I purchased a Vitamin C serum for over $100. This was in July--I then went on an overseas vacation and didn't open the product until I returned home. The serum smells awful--I tried using it 2 times but could not stand the smell. I called the store immediately and was told to bring it in the next time I came in. I brought it in last week and the person at the front desk said she used the product and mine looked darker than hers. Left product and received a call from the manager, Gina, and was told that there wasn't anything wrong with it and all she could do was give me 15% off my next product purchase. Totally unacceptable--no more facials, no more product and considering canceling my membership. Do not buy products from these people. They do not have enough product turnover to assure quality and there is no guarantee or customer service for someone who has been a customer for over 10 years. read more

I paid for a 60 minute massage that ended after 43 minutes. They said they only do hands on for 50 but also admitted yes they ended it early but couldn't do anything about it now. They said the best they could do was give me an add on if I booked again. I won't be booking again because who wants to pay full price for a service they don't get all of? Edited: after tapes were reviewed by management they actually only had hands on for 34 minutes but told me to kick rocks and wouldn't be giving me anymore back than $10 even after I did the math for them. Here is my email: Francis, thank you for clarifying Massage Envy's service breakdown. As you explained, a 60-minute service includes 5 minutes for consultation, 50 minutes of hands-on time, and 5 minutes to dress. At the $125 service rate, the hands-on portion works out to $2.50 per minute. (125 divided by 50 minutes). I acknowledge that I arrived 7 minutes late. Even with that adjustment, the standard 50 minutes of hands-on service should have been reduced to approximately 43 minutes. However, according to your own timing, I only received 34 minutes of hands-on massage -- which is 9 minutes shorter than what should have been provided. Using Massage Envy's own rate of $2.50 per minute: 43 minutes expected = $107.50 value 34 minutes received = $85 value Difference = $22.50 After the $10 discount, I still paid $120 for $85 worth of service, which is $35 over the value delivered. I also want to note that this issue is not unique to me. Numerous Yelp reviews for Massage Envy mention "time theft" as a recurring concern. That makes it even more important for you, as a franchise owner, to address situations like mine fairly so guests feel they can trust that they're paying for the service they actually receive. I am simply asking for the adjustment that aligns with Massage Envy's stated policies and service standards. These people are liars and even after time stamps they just doubled down to having messed up but not willing to make it right. If the Gen Z stare was a business, it would be massage envy. read more

This Massage Envy was very slow going. The people upfront at the desk were somewhat helpful but not at all very welcoming. The location was not easily to locate as there was not many signs to get you there. The equipment they used was older and the rooms were smaller than other locations. However, the massage itself was rather nice and they'll listen to what you want to focus on. There are plenty of add-ons you can choose that cost extra but they have them available. read more

If I could give zero stars to this location/Corporation, I would. Member beware this franchisee STOLE 13 massages from me, which is well over $1,000 dollars Here's how it happened- I have been a member of Massage Envy for 20+ years. When we moved 10 miles closer to this location, I tried it. They asked me to cancel my membership at my old location, and re-sign up at their location. I obliged and did what they asked me. Since then, my massage therapist has left and I have not been going back but I am a member and the charge me monthly for a massage, find I get it no bud deal. I had accumulated over 13 massages, and over the holidays I had missed calls from the Kenwood location, that's the only communication I got from them. Thinking nothing of it, I figured I would call them when I got back into town. I knew it wasn't anything that could be that urgent as again, I have been a member of a Massage Envy for over 20 years, it's massages, how dire of a circumstance could it be that I needed to immediately call them back for. Apparently, it was dire, because they cancelled my account and STOLE the 13 massage I had already paid for. I was told by the manager, they needed to update my payment, as my credit card had been compromised and they didn't have one they could continue to charge, so instead they cancelled my account!!! When I called to clear this up, the dismissive manage told me multiple times she was following corporate protocol and couldn't give me my massages back?????????? Funny, when I emailed corporate they told me this isn't their protocol, so that was a lie, even worse this company is okay with stealing over $1,000 from me! My husband will be in next week to cancel his membership- and all my friends and family will as well! Listen- DO NOT DO BUSINESS WITH THESE PEOPLE. this location is untrustworthy but worse, Massage Envy Corporate is not holding them responsible. You don't want to do business with people like this- franchisee or corporate read more

I had a frustrating experience with Massage Envy at 7825 Kenwood Rd. At 3:30 a.m. on 10/30, my two-year-old daughter accidentally booked an appointment on my phone. I noticed it later that morning and called as soon as they opened at 9:05 a.m. to cancel. I explained the unusual circumstances, hoping for understanding, but Brittany, the representative I spoke with, was dismissive and refused to cancel. When I tried to reason that no other clients could have been affected by a 3:30 a.m. booking, she abruptly ended the call and immediately charged my card the full amount--despite the appointment being hours away and without notifying me. This response felt unfair and unprofessional, especially given the situation. I'm disappointed in the customer service (associate's name Brittany) and lack of flexibility here and won't be returning. I hope others have a better experience. read more

I enjoyed my massage with Daisha! I asked for firm pressure and I'm definitely sore afterwards. The shop itself was nice and clean. They were having an issue with their water while I was there, but the employees were taking care of it. Great place for a last-minute appointment! I should also say, I was really impressed with the receptionist (I'm sad I didn't get their name but they had green hair). They took time to go over some paperwork with me, to review any areas of non-consent and explained their new panic button implementation. They made a very safe and welcoming environment! read more

I'm a member and they have excellent massage and facial services. I've used them in many different cities. They have very many professional staff to accommodate your needs. read more

I was overcharged for massage here. I tried getting money back. I asked for an adjustment and I was told they don't know how to fix it. I get massages at other massage companies and have not had the same issue. Not sure what's going on here. But I have not been back. There are too many good competitors. If you go here, make sure you check your bank/credit account for overcharges. read more

I had received a gift card and was told was told by the location that it was good at any location, It was purchased on line and all I had to do was give them my name. I went to leave a tip at the end and was told the fee for the 60 minute massage. The manager refused to acknowledge any gift without the physical " gift card" . She would not look it up on line. Again, it was purchased on line. I said that I would have to talk to the manager at the store where it was purchased and left, What happened is that behind my back she used my credit card on file to access my account for the fee. I'll never go back there again. read more

This place is well just okay. It's very hit or miss. Sometimes I leave out feeling very relaxed and sometimes not so much. I think it just depends on who your masseuse is. The pricing isn't terrible compared to most other places but it can be pretty pricey when you add in all the perks like aromatherapy. The rooms are very relaxed though and the table warmers are nice. I don't like that they cut out time of your massage for you to get undressed and redressed. Also when you make your appointment you better make sure that you come or if you cancel you can reschedule. Otherwise they'll charge you. Other than this it's not a terrible place for a quick massage read more

Massage Envy - The "quiet zone" offering water, coffee, tea and hot chocolate - Massage Therapy Near Me - Cincinnati, Ohio

I purchased a 12 month package with them and I followed the instructions to cancel. The agreement says that cancellation needs to be in writing 60 days prior to cancellation. I did that and my request was never answered. I called to see what the issue was and the manager stated that they ignore the written requests because they get a lot of spam and that I should have called. I was charged two additional times. I was then told that they would send me a form to complete. I asked the manager to look at the contract so that she could see that I followed the proper procedure. She told me that she had people waiting in the lobby so she didn't have time and then she hung up the phone. I am very disappointed that this happened and that I did not receive even an apology as if I did something wrong. I will NEVER recommend this location or service to anyone. read more

Frequent appt cancellations, scheduling mishaps, terrible app, poor customer service. Just a very poorly run place. Then when you try to cancel your membership it's hoops after hoops to jump. Save yourself the frustration and go elsewhere. read more

Worst massage ever! I have received over 300 massages in my life, and this will go down as the very worst by far. "Mike" clearly does not know what he is doing. I seriously doubt that he or anyone else at this facility is licensed. When I contacted the manager to request a refund, I was told that there is nothing she can do. So if all I can do is save someone else $250, then that's fine. Their prices are the same as a nice salon, but nowhere near the quality of massage or ambience. read more

This is by far the WORST massage envy location that I have ever been to. I have been a member at massage envy for several years and have been to over 10 different locations, do not I repeat do not go to Kenwood if you are massage envy member. The people working there were extremely unprofessional. The massage was absolutely horrible. The masseuse really needed to cut his sharp nails and was digging them into my back the entire time leaving red marks all over my back and shoulders. The masseuse came out late for the appointment, and clearly had no idea what he was doing. I am not sure where he went to school for massage or how he is even licensed. There were several people in the waiting room also getting frustrated as there was one person working at the desk and they were waiting for their massages that were past due. Additionally, this location does not have a tranquility room and you wait for your massage outside in the lobby, it is in a building that is under construction, and there was construction noise during the massage. The only good thing about going to this location is that I now have a funny story to tell, I am in disbelief at the experience that I just had. If I could give this place zero stars I would. read more

Do not and I mean do not get a membership with them. I called twice to freeze my membership (which I was told I could do at anytime) they were supposed to email me a form, they did not, so I went to the location. Once there I'm told I can not freeze my account and that decision is up to the manage and not me. So, I said okay, I want to cancel, they told me I can not cancel my membership without a doctors note because they are a medical facility. I have never in my life heard such garage. My massage therapist was great but their business practices are horrible. I will never go back there again. read more

I had a great morning of relaxation! However, it started with a hiccup. My appointment was scheduled for 10:30 and I got a call at 8:15 asking if I could be there by 9 because a therapist was sick. Luckily I live close so I could make it! I did a 90 min massage with Jason. He was great, made me feel comfortable. He was able to target some lower back pain and make me feel better! I also did an hour long facial with, Kate. I've never had a facial, so it was new and different. She used a cleanser, a couple of serums, a mask, and moisturizer. It felt great! She did point out blemishes and tried to get me to make an appointment for a chemical peel. She also wanted me to buy some of their products. I was there for the relaxation.. not the skin care tips; but she didn't know that. They try to sell you the membership too. This is fine but that's why it's not 5 stars for me! read more

I tried to cancel my membership due to financial issues and they told me I couldn't cancel until 7/2020. I have to provide a doctors excuse if I want to cancel. Whatever you do do not get a membership you are stuck. read more

About 18 months ago I decided to purchase an annual membership to Massage Envy. My body was internalizing the stress that I was experiencing at work and I needed to figure out a way to rid my body of the stress. Working out helps; however, I also needed to work the knots out of my muscles. My first experience was great and I continued to try different therapists. About 5 months into my membership I was lucky to get Renate Cornell as my Massage Therapist. Renate got to know me as a person and really understood what was happening with my body as a result. While at first I was told "your body will feel the difference after several months", I was skeptical and didn't really believe it. After several months, I started understanding the prior statement and am now a firm believer. After my year membership requirement was up I continue to go to Massage Envy regardless of any requirement to continue or not. The Massage Envy in Kenwood is very friendly, professional, clean and always welcoming. read more

Best location, best therapist, best results! Very effective treatments, very knowledgable and friendly staff. Look forward to every visit! read more

Avoid this place. Place is scam. Membership fee and then they still over charge? Impossible to cancel. Guess I will have to contact the bank. Damn it. Go to the Woodhouse in Montgomery instead. read more

I hold a yearly membership and this is the only place I go to. Never been disappointed with the service here. Prior to coming here, I had a membership at the Hyde Park location and I was having a Prenatal massage and the massage therapist spoke the whole time (90 mins) about her life, boyfriends, how she hated people in general...OMG. Haven't been back since. read more

I had a terrible experience here. The massage therapist made a bunch of assumptions about me (I don't drink enough water, I never stretch) and continually admonished at me to "relax" (hard to relax when someone is criticizing you). She put my arm in an uncomfortable position and when I moved it she snapped that it was there for a reason. The manager was complaining loudly about other customers as I was waiting for my massage and when I mentioned a concern about the membership policy she blasted me with why I was wrong and she was right. She kept right on going even after I asked her to stop. Avoid this place!! read more

Horrible company, do not become a member at Massage Envy. It is one of the most unprofessional companies I have ever encountered!

Great service, always friendly. Highly recommended! The environment is relaxing, inviting and the front desk is welcoming.

I have been a member at this location for over 3 years now. I have always had attentive therapists and overall been satisfied with my experience. My most recent massage (10/24/17) was one of the best I've had. The therapist was great and spent time in my problem areas. She even made suggestions on what to do at home to continue relaxing and keeping the stress out of my shoulders.. The only 2 criticisms I have is 1)when I have called to transfer one of my sessions to a friend. It seems like there is always a screw up and I have to call a second time when the friend tried to book the transferred session. And 2)Apparently I am not fully relaxed until partway through my massages, and one therapist in particular about 2 years ago tell me repeatedly to relax. What I have to do is get out of my head, and so as she kept saying it, I kept thinking about it, staying slightly tensed up. But, that was her personality and mine not meshing, so I just didn't use her again. read more

I like this location better than the one on Paxton. Very quick and attentive staff. Only reason I didn't give it 5 stars was because my massage was a little too rough and I was sore the next day read more

Disappointing to have session time scheduled for 90 mins and to only receive 70 mins of massage. I was shorted 20 mins. I arrived on time for the appointment. The therapist started late and finished early. This occurrence of NOT receiving the full amount of massage time happened twice at this location. I had a massage in January and February of this year. From what I was told by management, they are working on this problem for I was not the first customer to bring to their attention. Expectation of service was not to my liking. read more

I started using Massage Envy in Kenwood because of severe neck pain... we were early for a movie so I went upstairs to see who was available for a 30 minute neck massage.... Renate was incredible... so skilled and very professional. Not able to move about much at various times, due to severe joint issues with Rheumatoid Arthritis, can make the muscles sore and weak causing additional pain. I first started coming for pain management... which is much better these days, thanks to Renate first, and now Stacy. Now I come for the pure relaxation of an excellent massage! read more

I saw Jill's review, but I decided to give this location a try. I paid attention to my timing, because of her review. My husband and I arrived well before our appointment and we were greeted by our therapists 10 minutes late. I looked at the time when they left the room for us to change (before the start of the massage) and also when the massage was finished. We were shorted 15 minutes by Ayesha and Shanell. I will not be back to this location, nor any other Massage Envy. I've had MUCH better massages at local places where I was given more time than I paid for. Do yourself a favor and try Mantra Massage and Bodyworx in Blue Ash. read more

TL;DR charged me for 7 months after cancellation without my knowing and is refusing to refund my $420.00. So, things used to be fine. I have some injuries from the military and there were two therapists that really helped me out. One of them left, the other had a schedule change. I tried a few others, and I wasn't getting what I needed so I decided to cancel. I called and they sent me the form, I filled it out, and sent it back. Now I have to say, I was negligent in not checking my bank monthly, but they continued to charge me. In today's age there are so many automatic payments, I didn't notice I was still being charged, that's my bad. Once I noticed what was happening I went in to try to figure out why I was still being charged. I had no idea it had been so long, they said they got it the form in February (7 months ago) once they found it in their email. They apologized profusely, confirmed that it was the completed form, that they had received it in February, and that the management would refund my $420.00 on Monday. I asked "Are you just telling me what I want to hear, or are these things actually going to happen?" They promised it would happen. Management says there is no form, that their employees misspoke and they won't refund my money. Jen, I believe is the assistant manager was the most condescending, rude woman I have spoken to. Non apologetic, and continued to interrupt me even though I was not being belligerent. She also refused to give me the contact information of the owner but assured me he would call in 24 hours. 24 hours came and went, with no call. I called back and spoke with the manager (I think Lauren) and she refused to give me the information stating I was mistaken, and her employees wouldn't have told me they had my documents if it wasn't there. Once I threatened to settle the matter in small claims court, they finally gave me the owners name and number This location, and the Hyde Park are owned by the same LLC. I finally spoke with the owner and he refused to refund my money. He actually suggested that I try to find another therapist that would give me the relief that I need. I couldn't believe it. Do not do business with these people. They are criminals. read more

This message was sent to the management at the Kenwood Location, and I have yet to receive a reply. Talk about horrible customer service. I should have read the reviews on this site before choosing to go to Kenwood. Let me begin by saying I had a very good massage at this location. I'm sorry to say that this will be the last time I visit. I went in with a $75 gift certificate, purchased for me from a friend after the loss of my husband. To be charged $105 for this 50 minute treatment is (I feel) outrageous. I was told that I had to be charged as a non-member. Asking me immediately after advising me of my charge for this session, if I'd like to purchase a membership, is in my estimation not a very good way to try to obtain more business. I couldn't say no quick enough. While I do enjoy getting a massage, regular basis, I must say it will not be at Massage Envy Kenwood, again. read more

I did not read the previous reviews before going to this location and I really wish I would have. My therapist greeted me 15 minutes after my original start time, and ended at what should have been my original end time, had we started on time. When bringing this up with management, they said I was out in the lobby around the same time that I started and they did not see the problem. There are plenty of other massage places that will give you your money's worth and not short you 1/4 of your time. Definitely will not be coming back to this massage envy any time soon. read more

My experience is a bit different from the others. I actually like this place a LOT! They are always available to squeeze you in & when you request a certain type of therapist (i dont like trigger point) they listen to you. David Is my favorite therapist followed by Jessica. They really take the time to understand what you want & remember it for the next session. The only reason why i give it 4 stars versus 5 is because it took me a while to understand that 1 hour massage was really 50 minutes while 1.5 hour massage was really 80 minutes. They need those 5 mins before & after to set up. So i guess i would give a 4 star to any massage envy. I just wish they would change their system so that 1 hour = 60 mins... Like having other tables already set up. But i guess therapists too need to go to the bathroom LOL. read more

Massages in general are fine, not great. The management staff did not honor the entire gift card purchased for me as a gift. I only received 3 of the 6 purchased massages. The front staff team tried to help but were not empowered to do the right thing. They could not provide a phone number for the management team, only an email address. I did not receive a return message or call from the management team. The staff was told that they could honor one massage in exchange for a year longer membership. I can not recommend this location. The staff at the Eastgate and Mason locations did try to help but were not able to undo the Kenwood location's actions. read more

I was given a gift card that supposedly had a massage and a facial on it, and I went to get my facial and paid for the facial with the gift card (and I thought I used a debit card for the tip, but I was told that the tip was also put on the gift card, so I guess they charged me for a tip twice). I went in this past Saturday to get a massage, and I went to check out with my gift card, and I was told that the balance was at that time zero. I was informed that the gc had been used by the purchaser on a different date for a service that the purchaser should not have been charged for, because the manager at this location charged the gift card when she should not have (and never informed the purchaser that she had done this) and instead of paying for the tip on my own debit card, I was stuck paying for the tip and the massage, which should have been free BECAUSE IT WAS ON A GIFT CARD, BECAUSE IT WAS A GIFT. My massage was great, but I will never go back there because I was scammed out of money. The manager at this location refunded me $24 on my gift card, which I am not going to use because I am never, ever, ever returning to this location. I will be contacting the corporate office of ME and raising all sorts of heck until I get a full refund. What a scammy, shady, nasty place. read more

I love this place!! It was first suggested to me by a co-worker. I came here, and she went to the Hyde Park locale. My second visit, I brought a friend who raved about her therapist, Renata. My next visit, I gave Renata a try and I haven't looked back. On occasion, when Renata isn't available, I've been worked on by Rebecca and Stacy, deep tissue experts. And I recently have been seeing Kate for my facials. The customer service is tip top as well. M.E. Kenwood has me moving on all cylinders from my head to the bottom of my feet when my session is done. And don't sleep on the hot stone!!! read more

I have to complain BUT not about the massages. Actually the massage therapy sessions with David are amazing. You will love the staff, the atmosphere and no wait. So definitely go! Here comes the tricks, they will sell the packages by any means necessary. You are locked in for a year and in my case the staff told me I could use my flexible spending account. So I tried until the flexible account rejected the charges and said only if I have a doctor's note. So now I'm stuck in a contract BUT I feel so good when I leave that I really don't care. If you can afford 60.00 a month plus tip, do it. If you can't, watch the fine print. read more