Package prices. Are Too high for the massage I received. Employee Turnover and training need improvement. I'll call them again. I already told the desk girl there was no manager onsite. read more

This is my second time seeing Sophie. She is an absolutely amazing massage therapist. Super friendly and professional. I love that she really listens to you and any concerns that you might have. She goes into more than just the massage but offers advice on things you can do for yourself as a whole for self care. I always feel so refreshed when I leave! Thank you Sophie! read more

They hype you up to be a member and send all kinds of promotion emails but quiet on reminders that you're about to lose the credits you paid for so they can have more revenue less service provided. WHAT A SCAM! "Membership expired 2 days ago" No consideration for the fact it's not easy to get appt that works for the working persons schedule. CROOKS! read more

I booked an unexpected drop in today and had the pleasure of having Sophie as a therapist. I loved how she was quick to get to work. The massage started out so relaxing, which set the tone for the next hour. At the end of the session, I was telling her how amazing she was, and I was appreciative, but was then shocked when she told me she was new. I expect amazing things from this therapist. In the future, I will definitely be rebooking with her. read more

Excellent visit from the moment I walked through the door. Brittany sat with me to get me checked in. She was thorough and even showed me a free, meditation app that she swears by. I felt like she really cared. This was my second massage ever, and barely recalling the first I was a little nervous. That was silly. Brittany took me to a waiting area where I was met by Jeremiah. I can't day enough nice things about his abilities. He worked "my spot" in my shoulder to the point it hasn't felt better in years. He was very kind and soothing. Just the appropriate amount of conversation. I highly recommend this Massage Envy location, and I can't wait to go back. read more

TERRIBLE TERRIBLE TERRIBLE front desk customer service. Their front desk is rude and will argue over you to make a point. Cancelling out of your membership is a headache as well! I was a member for 4 years, and I will NEVER go back. Do NOT do business here. read more

Horrible customer service at the front desk, was basically told they didn't have time to help me. And good luck canceling your membership they give you the run around to keep charging you. read more

EXTREMELY DISAPPOINTED LONG TERM FORMER CUSTOMER. MEMBERS BEWARE!!! Read the fine print. Even if you continue paying ME for over a year, while under Covid 19 restrictions, they won't do ANYTHING to help accommodate additional credits PAID to them. The manager was rude, self-righteous, and extremely dismissive. She could care less that I paid in over $2000 and had received NO SERVICE. The only way to use my credits was to continue paying them just to use the credits that I already paid over $2000 for. Or, use up all 34.5 hours of credits in just 60 days. With memberships now at or over $75 per month, I would highly recommend joining an alternative company that offers the same services, with better pricing, and actual customer service support. read more

Kristina @Short pump location was absolutely delightful! Very astute,professional and sweet ..represents Massage envy with reception. Very cool... John agee (clent) read more

Massage envy Short Pump Tuesday 8/20/19 @ 10:45am I had a gift card for a 60 minute massage or facial. I chose to go with the facial. When I called to make an appointment I felt like they were already trying to sell me. Asking questions like what do you want to focus on? Dry skin, anti aging And a whatever else the choices were. I just told her a relaxation facial. On the phone I asked how much the facial was so I could have tip money available. I was told the introductory facial was $50 but normally it's $90 and they have a tip sheet as to show what most tip, depending on the service. Once in, I asked if I could change it to a stretching session. Although she said she didn't have anybody at this time she kind of deterred it by saying "you will love the facial " I said I'm sure I will but the stretching would be better for me. Needless to say, I got the facial. I actually want to go back for the stretching session. Receptionist came to ask me questions. I guess there's a reason but I found it to be too personal to tell them my personal health conditions... for a facial. Anyway, I'm waiting for my appointment to start at 11am. Perfect facial . I was fortunate enough to have the lead Esthetician and I tipped well because her service was very good. Facial included short arm and hand massage & a short neck & shoulder massage. Which also was great! The bed was comfortable and heated, the temperature was perfect. Mostly what made it a pleasant experience was no harassment of my purchasing a membership. That alone would make me want to come back. Thanks Massage Envy in Short Pump! read more

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Continued management turnover. Have to wait months to get an appointment with one of the better massage therapists. Not a good vibe here.

Marleisha was amazing!! I am a member and booked very last minute due to a major muscle spasm in my upper back. I did a 90 minute massage with rapid tension relief. Marleisha was very attentive and knowledgeable about how to manipulate my muscles to relieve the pain I was having. It was just what I needed and it feels so much better!! She definitely worked her magic in that 90 minutes for sure! Will definitely ask for her again! read more

Thsi place is just one big farce. From the phone call "60 min massage,60$ first timers". But it's 60 mins with 10 consultations. That they fail to mention over the phone. And the girl,with the stripper name "cashmere" only gives u a 45 min massage.... And the massage is with latex gloves on...didn't focus on the region of interest,that I told them,during the consultation. No deep massage which I requested. This cashmere female,doesn't know what's she is doing or doesn't like her job. Either way....she was horrible. And this whole experience was less than sub par!!!!! A farce is what it was...one big farce. read more

My first impression was that the front desk staff are very professional and well trained. I don't know if I would include the word "friendly" in describing the front desk staff. But they were certainly knowledgeable and professional. They explained things very well and were able to answer any questions that I had. At times, I almost felt as if the front desk staff had memorized the script and wasn't really concerned about me as an individual. Anyway, they explained what to expect for my massage, since it was my first time. I arrived 15 minutes early to complete necessary paperwork since I was a newbie. After my massage, the membership plan was explained to me. My masseuse was wonderful and made recommendations for my wellness routine. I really felt confident in my masseuse because she was certified and responded well to my concerns. She also asked if pressure was too light or too firm and seemed genuine. I felt that I received my money's worth. The facility was neat and clean. They offer facials and specialty products. I feel strongly that their membership plan is a great value. I would recommend them and I would return. I love that they have hours from 8 am to 10 pm on most days. read more

I received a 3-month membership for my birthday (thanks, hubby). So I was delighted to be able to use it. So I scheduled my first appointment. The massage I received was relaxing and professional. I was happy with the experience. What I was not happy about was the hard sell I received at the front desk of "upgrading" my 3-month membership to a year-long one. The front desk rep went into over-drive when she found out I had a flexible medical spending account, telling me my membership fees could be charged to my FSA. I know for a fact my FSA would only allow if it were prescribed by my doctor. The back of the house provides a nice service. The front of the house could stand to tone it down a bit. read more

AVOID THIS PLACE! I had a membership for several years, but kept accruing more massages than I would use, so I put my account on hold at the suggestion of M.E. management. This way they do not charge your card monthly and you keep your accrued massages (I had 5 or 6 unused) until you reactivate your membership. 9 months later I get a terse call from Massage Envy management that there was "a discrepancy with your account, please call back within 72 hours or we will take further action." ??? Really?! So, I call back, and they can't even confirm that I had massages on hold, they don't reactivate my account, they just say they have closed the account. So, essentially, I paid for 5-6 massages at $65/month that I never got to use. I will NEVER join Massage Envy again. I would much rather go to the Thai massage parlour near my house. They do a better job anyway and it is less expensive. read more

Can not wait to be out of the required year contract with this place. It's been an unpleasant year. Some customer service training would be helpful for a place that considers itself a 'spa'. read more

I had been a long time member - pretty much since soon they opened. The quality of the care and customer service has seriously declined. I had changed the date of when my payment came out. They changed me twice that month. And then they never honored my request again. Instead I was called a liar and told that my account was NOT open for discussion. Hmmmm.... Without my knowledge they cancelled my account. How did I find out? I had a massage at another location. Yep...even though I had at least 5 credits with Massage Envy I couldn't use them. I had to pay out of pocket for a service I was getting as a member. Honestly, I get the feeling that the owner just doesn't care about his business anymore. Go at your own risk! read more

I have not had one good massage at massage envy. The only reason I go is because of the contract that they will not let you out of. The communication is very poor when dealing with anyone there. You ask for a female masseuse and end up with a male masseuse. The 60 minute massages is really maybe 50 minutes. One time my masseuse told me she had just gotten over the flu and had a respiratory infection. The store manager is very rude when confronted with complaints. This place is a joke, I will never go there again after the contract is up. The store manager addressed the issue by saying he would talk to the people who provided the poor service and miscommunication but that does not compensate me for my time or money that I spent. read more

I had a great experience visiting Massage Envy in Short Pump. I realized I'd had a gift card in my wallet for almost 2 years and figured... No time like the present! I called around and was able to book a facial on the same day! I'd been to the Massage Envy in Charlottesville several years prior to this experience. Whenever you go to Massage Envy (or other chain spas) they will try to get you to sign up for memberships or buy the products they have on display. This was the downside of my experience however, I understand their need to sell products and memberships. The facial itself. The facial was great. Ambiance of the rooms is wonderful (relaxing lighting and sounds); I was actually able to relax on the massage table. Your face, neck, shoulders, arms, and hands will be massaged. I believe I worked with Ana. She is very polite and gentle on the skin. I hope this helps! read more

I have been a member of Massage Envy for a bit over a year now. Their membership program is very affordable and a fantastic deal for folks who get at least one massage per month. I have Fibromyalgia and it is important for me to use massage therapy as part of my treatment in order to stay away from flare ups. It's taken a lot of trial and error throughout the years I've been diagnosed to find a massage therapist that really understands my needs. I tried Massage Envy on a whim because of their $39 for an hour massage for new clients. After trying a few therapists, I first went to Johanna for several months, until she dropped to part time and our schedules weren't matching up. I was then paired with Jaclyn as a recommendation from the receptionist. Both of these therapists are fantastic and listen to my very need. They do not go through a robotic "routine" like many massage therapists have the tendency to do. I feel their training is far superior and they understand anatomy more so than a regular therapist at a salon. That being said... there are times I have gone in for just a "relaxation" session rather than working on my FM and that has been fabulous too. Dim lighting, heated table option... and then some add ons are available like aromatherapy or hot stones. For those people who don't mind going to a different therapist each visit, Massage Envy offers walk-ins and appointments in very short notice! read more

Just had an appointment today.I am so disappointed with the session. I have been to massage envy a couple of times before and never complained, walked out of there feeling relaxed. I've had a rough couple of months so I was hoping this would help relieve some stress but instead I walked out of there frustrated, discontinued my session because it seemed like i had to keep telling him what to do. I enjoy deep tissue messages but this felt like my niece giving me a playful massage. I try my hardest not to leave negative reviews just because I know this is their job and this is how they making a living but this is unacceptable. Mind you they charged me a full $60 for a session I wasn't happy with. It's whatever the money isn't the issue it's the fact I was looking forward to this for so long and walked out of there so disappointed. read more

This was my first time visiting any Massage Envy location. My fiance bought me a massage gift card a few months ago and I finally got around to using it. He was able to easily make a same day appointment and I was booked with Mike who I was told is one of the most requested masseuses. I was greeted immediately upon arrival and the front desk staff was extremely helpful and pleasant to work with. They went over all of the information about how the session would work and made sure they understood my needs and expectations for the session. When it was time for the session Mike was as thorough as the front desk staff in ensuring that I understood what would happen during the session and places I'd like him to work on. It was a wonderful massage and Mike was able to work out all of the knots and other issues that I have going on. Although I did not sign up for a membership on the spot I took some materials to look over as I think it would be worth the investment. I would definitely recommend this location! read more

I would give this place less than 1 star if I could. My Massage Therapist was Hope. She was nice however the massage was horrible. Beware.. Beware... of this location. The Customer Service is a hit or miss depending on who answers the phone. Don't bother wasting an hour of your time. read more

Very pleasant experience. They were not pushy about a membership. My massage was given by Aliyah who was very nice and she did an excellent job on my muscles . read more

I'm writing this to express my problem with Massage envy glen Allen location . I feel I've been robbed and manipulated for my money. I've been dealing with issues with them for a month now and today has been the final thing I could handle . Oct 30th 2019 I was charged 55 dollars for my monthly membership . I immediately call to cancel because I moved out of state and there isn't a close massage envy to transfer my membership . she asked why I wanted to cancel and I told her I live to far and I keep getting charged. I then made sure I had the prepaid massages from all the times I got charged and didn't go and she said yes . she ended the call by scheduling my next appointment and saying my membership was canceled. Even though I don't believe I should've charged for that month I accepted the charge being told that my membership was canceled for the next month . 11/30/2019 I get charged again. I call immediately to figure out whats going on and am told that there will not be a manager in till Wednesday. My boyfriend calls again to see if he can do anything and he is told the manager is indeed in. we are told by an employee that the Oct/30th phone call was recorded and the employee (briana) claims further that the recording says i was only thinking about canceling. doubtful I ask if she just listened to it and she says no then retracts and says yes . I proceed to ask if I can listen to the recording and I get hung up on. I immediately call back and the manager (brandy) answers . brandy begins with the correct procedure of finally canceling my account and saying that they can only cancel if its in writing . I was never told that and was only told that my membership was canceled . I am deeply concerned with the amount of lying and miscommunication at that location. I feel like I've been stolen from and taken advantage of . I am a new mother and this is the last thing I need. read more

Excellent, genuine customer service from Sam at reception and wonderful massage from Karen! I felt safe and respected throughout the entire visit. Check-in was quick and easy; they think of all the right questions to ask to give you the best experience. Karen's technique is thorough yet graceful and I will definitely request her when I return. The music is appropriate, the calming room is a nice touch and the facility is spotless. I bought a face mask and soap-infused loofah for extended pampering at home. read more

This past weekend I was treated to a surprise massage at Massage Envy in Short Pump, a gift from my daughters. I certainly needed such a gift, they knew that, and without hesitation they arranged my appointment. I arrived early, gave the staff my name and was asked to step into the adjacent room. A staff member joined me, went over a list of body areas and systems to see if I had any issues in those systems to be addressed or avoided. I was then asked to step into another room, which had been darkened, and which was very relaxing. A young lady came in, introduced herself as my massage therapist and we , then, proceeded to our massage area. She quickly reviewed my " paperwork", asked some questions then stepped out to allow me privacy to prepare for my massage. Having never had a massage at Massage Envy before, I had some anticipation and yet I truly hoped my stressors would ooze from my neck, shoulders, back, and hands. It did!! Though I don't remember if I fell asleep, I left the building and suddenly felt my entire body completely relax. My son-in-law was picking me up and he had told me he was parked to " my right". I was so relaxed I completely forgot what color vehicle he drove and seeing a black vehicle being driven by a man, I proceeded toward that car. Suddenly I hear my granddaughter call, " Nana, we're here !". I become totally alert, look at the man in the black car who was chuckling to himself, and proceeded to the correct car to be driven home. Yes, I had a wonderful experience!! That massage was just what I needed!! read more

A friend gave me gift certificate for a one hour massage, I called to book an appointment and they required a credit card to hold the appointment...hmmm. I've been to red door and hand and stone, neither place required a credit card. When I arrive there is a battalion of people manning phones, I felt like I walked onto a public TV telethon set. the young lady who greeted me could not find my reservation, but was able to schedule am appointment 15 minutes later. My original appointment was 3:15, it is now 3:45 and still I wait in what I assume is the relaxation room it is dark with soothing music and a mood screen teasing me with ocean views. There are several magazines to read, yet it is almost to dark to see my phone!! The massage therapist was concerned, professional and attentive. I am afraid though I feel worse than when I went in. I informed all three places that I have neck problems, this is the first time I left feeling pain in my neck area. Certainly not a bad experience, hours are convenient and cost if you are a member is reasonable. But I think I will not join. read more

My experience was perfect massage was amazing hot all my tension problem areas. Made dealing with my afternoon at work much more bearable to me and coworkers read more

Huge thank you to Aliyah for an awesome hot stone massage! Great experience all around!

After nine years in total as a ME customer, I have cancelled my membership. While the therapists overall have been good, they seem to be a revolving door. I can't tell you the number of times I've been told a new therapist will be seeing me. The last straw was getting reprimanded for missing one session in all my years of membership because I didn't get the normal reminders (due to their technical issues). This is after I called the week before and left a message to confirm when the appointment was set for because I had not received said reminders. I never received a callback. The person who called and reprimanded me about the missed appointment was told that I wanted to cancel and that I also wanted to speak to management. She said someone would be in touch. Seven phone calls and six weeks later, a manager has yet to call and my membership fees were still taken. Finally got to another desk person today who has stated that my membership will be cancelled and my fee for last month will be credited back. I am not holding my breath. Once again, I asked to speak to a manager and was told that they have been (and continue to be) too busy dealing with other issues to talk to me about what happened. Really?! Disappointing customer service experience to say the least. In an ever more crowded field of similar franchises, you'd think a loyal customer would be valued. read more

I had been a member for over 10 years. About 3 years ago I moved & changed jobs. I had requested that the monthly withdrawal date be changed. They charged my account but then charged it again that month. When I tried to find out about this a few months later I was told it wasn't my business and they refused to discuss it with me. I requested cancellation information and was told the manager would send it when she got around to it. I did loose my temper - after my concerns were ignored and being threatened by the front desk staff. So they canceled my membership. Fine...except they DID NOT COMMUNICATE WITH ME. So I went to a location closer to my home. I found out my membership was cancelled after my massage. So I had to pay out of pocket. The manager refused to communicate with me via email. Due to the nature of my current situation (full time job and taking care of my mother with dementia and managing the house, her bills,my bills etc) I wasn't able to talk on the phone. She refused to meet me half way and told me the only way I'd be allowed to use any of my credits was to speak to her directly. Yes I did mess up but I also refuse to deal with a bully. But apparently by the response it's ok for the management and staff to lie, threaten and not communicate but only them. I guess since the quality of the business has gone downhill he needs our money. read more

I travel to Richmond often and I have to say that I have received one of the best facials by Patricia. I will come back all the way from CT! read more

I went to the Short Pump location a few times to redeem gift certificates I had gotten as gifts. Because of my good experiences there, and my doctors recommendation (due to a neck injury), I became a member. The front office staff is usually slammed when you go in there, but there is normally 4-6 of them at the desk to help you. I have never had to wait but YOU MUST HAVE AN APPT. I have had three different massage therapists. Be sure to ask for what you want. Sean is by far, my favorite, but everyone has different needs when going in there. I would try this place out! read more

When you make a reservation at this location, get it written down by the employee. Four (4) times this year, I have had a problem with reservations! read more

My daughter surprised me on my birthday with a facial and massage. I never had either before and didn't know what to expect. I was blown away by everyone who works at this location. Claire took her time with me explaining everything clearly so when i was called back to the room I wasn't nervous at all. Roy with 20 years under his belt was such a professional with a warm and friendly personality I think it was LeighAnn ( she was the lead there, long red hair flawless skin) who gave me my first facial. I learned so much about the science behind taking care of my skin especially the delicate skin on our face, what a wonderful woman! She asked me what products I use..lancome and pointed out I needed to add a product to help with the harsh environment I work in..she nailed it I work in NYC also she didn't suggest anything I didn't need. I'm in sales and I know some people only want to pad the sale not this woman. I really appericated that. My daughter had a facial Kristina who worked with her only suggest exactly what she needed. Mikey was the gentleman who worked with my daughter as well. I strongly suggest you visit this location, don't wait until your 57 like I did. I have never seen such a great crew of people working together loving there jobs and sincerely wanting to make us look and feel better! Fyi in some cases your insurance company will pay for your visit. read more

I'll start off with the good. I went in for a couples massage and I had Statros and my boyfriend had Sue. They were AMAZING! If you decide to come here I would highly recommend them. Now on to the bad. My appointment was for 3pm and we got called back to get our massages around 3:12. I only had a "hour" massage and it was over with at 4pm. So I technically didn't get a hour. Next the thing that threw me off was the charge. When I made the appointment I was told it was $60 and that the aromatherapy enhancement was included in that price. When I booked the appointment I kept saying I don't want an enhancement but since it was included in the price I did the lavender aromatherapy and my boyfriend got the one that was like icy hot. When I go to check out the receptionist said that it would be $50 for the introductory rate and $10 for the enhancements. I told her that I was told it was included and I kept saying that I didn't want it. And she said that it is included because they allow you to try it, but technically it's not included if I had to pay for it. I feel like that was an rip off and that was the only thing that I was very unhappy with. So just be aware that the enhancement is not included you still have to pay for it. Other then those complaints our therapist were great! read more

I received a gift certificate a month ago, and have been TRYING to use it every weekend since. NOTHING. not an email, no call, no carrier pigeons, no massage. Think I'll put it on Craig's List and at least get 20.00 for it! Terrible customer service. read more

I came here following a massage therapist from a previous employer - that said, Andrew is GREAT and knows his stuff, excellent in any type of massage you need, from prenatal to deep tissue. This place is one of those membership places - I find the "sell" kind of annoying but I just turned it down. You can go here without being a member and pay prices that are competitive with other spas, or you can become a member for around 59/month for one massage and future ones at around 39/each. This location apparently also does facials! read more