The staff and the massage therapists here are great but their policies kind of suck and are not flexible at all.

The service is horrible. While I received a pretty good massage, it was 45 minutes. I set an appointment for my husband and due to an error on their part he missed it, I've had the same conversation 3 times about the correction of my last name so we wouldn't have this happen again. When a manager was requested the girl wants to argue and blow off my concern. My biggest issue was that I was completely forgotten about while waiting to use the Hydroluxe dry water massage. Definitely canceling my membership. read more

Poor management. After signing up for the promotional monthly plan, my credit card was compromised. Massage Luxe called me about an "overdue balance" and sternly demanded I call them back immediately, even though I have several hundred dollars of credit with them! Massage therapists are inexperienced and use too much pressure, leaving me with bruises. read more

Really great and professional massage therapy and the hydrobed us more than worth it and it's heated! The facility is very relaxing, clean, and well kept. I would like to return for the facial treatment and another 20 mind on the hydrobed. They are really good so they stay booked up so book early and often I guess. read more

Massageluxe has been a lifesaver for me! I have serious upper back issues and need regular massage at an affordable rate. I have been a member here for almost 2 years now and have never been disappointed. I always leave feeling relaxed and refreshed. The massage therapists are all excellent, but of course, I have my favorites! read more

Massage luxe makes ur day come on by!! everyone needs some self love !! And why not spoil ur self or someone u love !

I have never been SO FRUSTRATED or disappointed in any company. I found them through a Groupon and was initially fairly happy with the experience. I decided to cancel in April 2013 and was horrified many months later to find they had been charging my credit card $5 a month for several months and were now charging their normal $58. I immediately called the local office where I had gotten my service and they were awful. (LOTS of excuses about how busy the owners were but no actual service.) There was no one on site who could speak with me and the attendant would give me no assurance about when I might hear back regarding over $200+ in fraudulent charges. It took many, many phone calls and a full 24 hours to finally hear back from someone in Missouri. I explained I had cancelled all the months before and simply wanted my money refunded. He demanded a written cancellation and refused to refund any of the fraudulent charges. I explained that no one had requested any kind of written cancellation when I cancelled the account. His response was that they were new owners and it did not matter. I had to escalate the matter to my bank as they would not refund any of my money and refused to honor the dollars already taken if I did cancel. Technically (according to my bank Wells Fargo) a vendor with your card on file is REQUIRED BY LAW to stop charging your account if you make a verbal request. They may have their own rules about ending your subscription and can attempt to collect money in another way but they are not allowed to continue charging you. Various attempts to speak with the owner yielded no response whatsoever. They STOLE a couple hundred dollars from me and were awful, unreasonable, and frustratingly impolite in the exchanges. The exchanges left me shaking with anger and frustration. Beyond the dollars they stole, simply being treated that horribly by a company I had done business in good faith with left me feeling beaten up and beaten down. (Full disclosure, I was at times angry and impolite in my conversations as my requests were repeatedly met with the run-around and extreme unreasonableness. I regret this and also tried repeatedly to engage them in reasonable conversations. Nothing worked. I still don't have my money. This is an ongoing issue with my bank and Visa.) Bottom line, a company that treats any customer this way is not one I would do business with. I wouldn't trust them with my credit card #. read more

UPDATE - June 19 massage Dan Stewart and Missouri ownership really stepped up and made my situation right after posting the initial review last month. He acknowledged the multiple errors in how my situation was handled and focused on how best he could make it right. Specifically, they brought me in for a comp massage after I had already sought a credit from Groupon (and kept following up to ensure I took advantage of the opportunity). Have not forgotten the initial rough experience (and even worse follow-up), but Dan could not have been more of a pro and Patricia - was who selected to give my massage - was fantastic. She's a real keeper for the business and certainly no fault of hers how the initial circumstances went down. Much appreciated and will think about going back, hoping that the "make good" experience is much more in line with the typical service as compared to initial rough escapade. ===================================== Would love for Stephen A to contact me, as I see no other way to get in touch with him since local management was unwilling to share with me any contact info to express my concerns with management (not even email). I called last month (April 2015), noting that I had a Groupon offer that was expiring next month. After reviewing appointment options, the phone attendant consciously gave me an appointment two days after the expiration date. No reason for me to think that this was an issue since was put into the system beforehand. I took a vacation day off from work to enjoy the massage and yet when I arrived (albeit 4 minutes late), the staff refused to honor the voucher since it expired, indicating an upgrade fee was required They could not give me an answer as to why upon my first call (apparently was handled by "Jennifer"), she advocated me having an appointment after the expiration date if that was going to be an issue. Held firm that I had to pay extra if I wanted the service. I politely but respectfully expressed my complete and utter disappointment. They ultimately checked with someone in the back when I said that this was not an outcome that I would be happy and content with. They then said that now I was too late for the appointment and that I had to reschedule and still pay the fee. Not happy at all but I thought not enough of a problem to cause a commotion about so planned on coming back next week for the new appointment. This past weekend they called and backtracked yet again saying that they would not honor the rescheduled + upgrade fee appointment tied to the voucher at all - and "encouraged me to call Groupon." I am floored by the shabby customer service. Isn't this business predicated on introducing people to their services and then try and get them to be repeat customers or - even better - members? Not once did the staff apologize or express any concern from the customer's POV. Working in the private sector, part of me even hates to have to resort to posting my experience, but I have a feeling that my situation is not unique. Others can take solace in knowing what happened to me. Would love to hear from management and see what they are willing to do to make amends and understand why the staff were not only unhelpful, but inconsistent in the information they provided and seemingly indifferent about service for what is one of the truly service-oriented businesses read more

I've read the reviews but I've only had a good experiences at this location. I had a facial and massage and both were amazing. The front desk staff are always friendly and helpful, the location is clean, and nicely decorated. I have not tried to cancel my membership but don't plan on it right now because of the level of service I'm getting for the price. read more

Great massage! Clean, friendly, relaxing environment. My therapist was very intuitive and informative. Would go back again.

Great massage! I do barre three to four times a week and had just made the drive to Denver from OKC so my back, neck, and shoulders were crying out for a massage! Excellent pressure! read more

I cancelled my membership today and was extremely disappointed in the treatment from the management. My last massage was awful. He was extremely inexperienced and I ended up with bruises on my forearms after asking him multiple times to use less pressure. When I cancelled my membership, the manager was unwilling to refund or let me use my built up credit - over $150 worth of prepaid services. I am shocked at this treatment and will never recommend this horrible chain to anyone in the future. read more

Under no circumstances should you sign up for a membership at this location. You will never get your money's worth. To start off - you can never get an appointment with a therapist unless you book nearly a week in advance. If you find a therapist that works for you, they will soon be gone. Massage Luxe has an incredibly high turnover amongst their therapists. Read, then re-read your contract before signing - then, throw it away. The management here will not honor anything they put in writing or tell you. Because I could never get an appointment, and had 9 hours backlogged, the manager suggested I freeze my account (with a smaller monthly fee), while I caught up on my appointments. When I called to make an appointment, the 'new' manager said that I would have to 'un-freeze' my account and start paying the monthly again in order to use my backlogged hours. When I explained that the manager had made another agreement with me a month or so ago -she said that the manager who'd made that deal was no longer with the company. In the end, I just lost the 9 hours and will drop my membership tomorrow. Just an update - I stopped by Massage Luxe to cancel my membership. The staff there said that the manager was 'out'. When I asked when the manager might return, they replied 'in a few days'. To cancel your membership, you must got to the site in person - but you probably won't find a manager to sign the documentation. In addition, they've charged an additional 7 visits to my account over the last month without my knowledge. In my opinion, you could do better than being a client at Massage Luxe. Update 2. I did receive a call from Dan S. who left a message. I returned the call this morning, and got a recorded message. If you call when nobody's in, the message says to call back - because they don't frequently check messages. Really. read more

I received a groupon for a 50 minute massage and the 15 minute hydro luxe bed massage thing. First things first... I walked through the door and wasn't even greeted by either of the front desk staff (both a blonde and a brunette) until I was literally right in front if them. As soon as I went into my massage my therapist seemed really sweet and knowledgable. But then She started talking and would not stop, I pretty much know her entire life story...not exactly what your looking for in a massage. And not to mention the massage was completely subpar at best. When I went back out to the front to check out I obviously interrupted the front desk staff's social hour, as they both glared at me and made me feel completely awkward for interrupting them. And then I started to get the upsell about their monthly massage package, and I proceeded to tell her that I don't not live in town anymore and was only visiting and the blonde just totally disregarded my existence and went back to her busy work because she wasn't getting a sale out of me or whatever. I have been in the spa industry for 9 years and currently work in one of the top rated spas in Colorado. I certainly wasn't expecting the greatest experience ever, but I was honestly surprised by the lack of EVERYTHING. The best park was the hydro bed, it's pretty cool. But otherwise DONT WASTE YOU $$$ even if the groupon is cheap!!! read more

BUYER BEWARE here! They do a bait & switch. They have been running a groupon for a $35 60-minute massage and then give you a snaky sales pitch. Don't sign anything or give them your credit card number otherwise you will start getting charged $60 a month whether or not you receive any services or not. They don't aspire to the saying that the "customer is always right" and don't care about your satisfaction. read more

I have been a member of Massage Luxe for approximately 3 years and I love the place. My favorite massage therapists are Unique and Michael they are both amazing and I feel so relaxed after leaving. I have always been able to schedule an appointment with one of them without any problem. I highly recommend Massage Luxe. read more

I've been to this location and one of the originals in St Louis. What a waste of time and money. This place is in the business of selling memberships, not quality massage therapy. The staff are poorly trained or just inexperienced. The massage therapists gossip and giggle right outside other treatment rooms and when I said something to my therapist about the noise, he just agreed rather than doing something about it. Not exactly the ZEN experience one is looking for when you go for a massage. The worst part is that I got suckered into a membership (when i lived in STL) but when I tried to cancel to stop the bleeding of spending money on such a waste, they said I had to cancel at the store where I started....which is 800 miles away. Thanks for nothing. And then when i called the store in STL, they told me to send a certified letter. I've never had to work so hard to STOP wasting money on something. So please, please, please learn from my mistake and never go there. Not even for the introductory massage for $38. And NEVER join no matter how good they make it out to be. Total waste of money and zero customer service. read more

If you want a half-assed massage w/ a company who charges more to justify fancy tap water, warm towels, & eucalyptus oil this is your place.. the turn over is so frequent also, I think 20% of the employees stay for more than a few months.. high turn over is a sign of a bad company.. read more

Used a Groupon for myself and got a friend one too. My massage was done by Alyce-60 min prenatal and I don't remember the name of my friends but she loved hers as well. I'm not much of a talker but this time we wound up talking a lot. I'm sure I could have said I just wanted to relax and she would have been cool with that but I enjoyed our conversation. I walked away feeling amazing! Facility was new looking and clean. Would have made it 5 stars if my friend didn't have to wait for the Hydroluxe. I guess someone else was in it and after already waiting a while she decided that she didn't want to wait anymore. Also at the end when we were leaving we got the sales pitch to purchase their packages but I would have rather just said thank you and been on our way. I get it being in sales that they want to try and get people to commit to more but for me I was feeling good and was ready to go. Very friendly staff though and would definitely go back! read more

My husband bought me the Groupon almost a year ago, and I kept forgetting to make an appointment until we got a reminder that it would expire unless we used it. I had a deep-tissue massage from Sabrina that was just amazing. My bad shoulder was SO much better! I even bought a two month membership because I was so psyched at how well she had worked on my shoulder. I quite liked the hydroluxe massage bed, and felt just great afterwards. I wasn't crazy about the rather loud 'serenity' music, but pretty much everything else was great. I believe they are under new management; it seems to be working out well. read more

Kudos to the hydro luxe rolling water bed and the head massage was great. Groupon coupon was for an HOUR massage and 15 min. luxe. It had a "corporate franchise" feel the way you're processed as in an assembly line in and out of one of their rooms. I arrived 20 min. early. Five minutes health history, 10min. luxe, 5 min. room prep, 50min massage and you're out. I won't return since they shorted me 15 minutes and they were condescending about it. Massages should be soothing and this experience wasn't. read more

This place opened recently and I went in on a whim thanks to a Groupon NOW deal. My first impression--this place is nice!! It has a lot of rooms, decorations are posh and they thought of the little details a lot of spas leave out. The people I dealt with were friendly and attentive. They were very upfront about it being a new place and that they were trying to work out some best practices, and a few kinks and truly wanted my feedback about my entire experience. The facial was great. The esthetician I had was prompt and definitely experienced. She was talkative but not overly intrusive, something that is a big thing for me. I don't like a ton of meaningless chatter, but uncomfortable silence can get awkward---she was the perfect balance of conversation and business. The products my esthetician used were wonderful and I would definitely purchase them for at home use. Having said that, I was not overly pressured to do so either, which is nice as I hate when a good experience is ruined by a high pressure sales pitch. They do have a monthly massage package that you can sign up for, but I was not pressured to do that either--they told me what it included, gave me the sales pitch and when I declined they simply asked for a reason and that was that. I like straight forward business and I hope this place sticks around. I would absolutely return. read more

I dig this place. Super affordable service, easy to set appointments and wonderful services. Heather (the esthetician) is AMAZING!

I've had three massages by three different people and they were all great! Staff Is friendly and helpful and the price is right. Love this place. I did the monthly club option and it is super easy. I have no idea why people have posted so negatively about it. I have never had a problem getting an appointment whenever I wanted and they happily froze my account when I needed to stop for awhile. They charge $5 a month to freeze but that money can be used towards a massage when you unfreeze. Best club membership I've seen and I've checked a lot of places. read more

I've been to Massage Luxe three times and have had three wonderful experiences. Everyone is super kind and very helpful. The atmosphere is also very welcoming and calming. Each time I came in for a massage they were able to identify my problem areas and focus on those areas, while still giving me an enjoyable full body massage. I will definitely be coming back every month! If you need a massage call them right now and make an appointment. You will not regret it! read more

Love this place. It's easy to schedule day of massages and have never had a bad one! Totally worth it and awesome to get a massage a month. read more

This company has done nothing but be unprofessional and unaccommodating to the customer. I paid for the monthly membership and went in for my first one hour massage turned out to only be 40 minutes. When I called the manager she said she would look into it and get back with me. I never heard back from her until I called in February to cancel my membership. The employee on the phone let me know that there was an hour and a half massage on my account still and that she could not cancel this months without me being charged. She asked me if I would like to come in for my massage for this month I said yes. I then confirmed with her that my account would be canceled after this month and I clarified that I would not be charged in March. She said yes it will be canceled. Then in March I got charged for my monthly membership. I call into the manager she states that there is nothing she can do that I had to sign a paper form to cancel my membership. I stated this is not my fault as her staff should have known to tell me to come in and sign the cancellation form or better yet they could've had me sign it when I came in for my massage at the end of February before it was canceled. I even had the manager give me her boss's number and spoke with him and he was even less accommodating -telling me that there's nothing he can do that he will cancel my account but that I will not get a refund for this month. I would not recommend a monthly membership with this company because the employees are not trained to know what to tell you so the customer suffers. Worst customer service I have ever experienced at a company -I would stay away from this company. read more

I am very unsatisfied after leaving. A few days after I went to get my massage and I am still sore. My massage person wouldn't stop talking the entire time. Told me about moving to Denver to be with her girlfriend. Told me she didn't like her job there but only stays cause she has her bosses wrapped around her finger. That she is so valued she gets what she wants when she wants it no matter what. It was such a negative vibe that I couldn't wait for it to be over. And then after all that she offered to come to my home for my next massage to save me time and money. Really. No thanks. When I went out to pay I told the lady who claimed to be the manger about how I wasn't satisfied and she told me I was with the best girl they had and tried to sell me another one. Uh- did you not hear me when I said I didn't like it?! Where did first class service go? Where did respect go? read more

At first I loved this place. Unfortunately, they have such a quick turn over. As soon as I found a therapist I really enjoyed, they were gone within a few months. The new front desk stay is not the most helpful. All they care about is if you buy a package. Most therapist are a joke, but a few are outstanding. read more

Massages are not bad but customer service and management is AWFUL!!!! Their membership program is a scam. Told them i wanted to cancel my wife's membership, to which they said they could "suspend" it if we ever decided to come back and there would be no charges. Lies Lies Lies. Not only were we still charged, they argued with me when I told them we tried to cancel. When I described the employee i spoke with, they said "no one works here by that description". My only advice is avoid at all costs. Clearly they are struggling as a Franchise and are willing to screw people to make a dollar. Very unethical practices and believe me there are better options. It's a shame as they are close to my office, however so is Massage Envy and Massage Elements, so i;ll be taking mine and my wife's business there. read more

Don't get sucked into their membership SCAM! I got a massage with a Groupon and was given a sales pitch after the massage that I could join their membership program for $58 a month, but only $10 for the first month. This gives you an hour each month. This basically ropes you in because if you try to cancel you lose all the time you've already paid for and they wouldn't let me use the hour for my spouse either. If you want to keep your accumulated time then you have to pay some $5/month fee to keep it. Not a good program. Otherwise I did get a great massage on a heated massage table with aroma and it was a nice environment, but don't get sucked in to the "membership" deal. Also did not like the numerous signs actually telling you how much of a tip you should leave, and that you should tip as though you were paying $80/hour for the massage, their undiscounted price. Very unprofessional. read more

This place is absolutely ridiculous. The therapist I had (Sarah) was great. However, financially I could no longer keep the membership and had to cancel (which they make you do in person). Assuming everything was fine as I completed all the necessary information, I was surprised to see that my credit card was charged not once, but TWO more times. I called and spoke to the woman who runs the business. She said that there was no record of me cancelling, even though they have "5 steps" to ensure this doesn't happen. Additionally, apparently the male who was at the desk helping the employee process my membership was an actual manager and yet it was still done incorrectly. And because of their incompetence, I am being held responsible which is extremely poor customer service. The owner informed me that they reviewed video footage and see me there at the front desk for several minutes, but didn't see me sign anything. Inquired why I would be there several minutes if I did not book another appointment and she had no response. She informed me that I could not be reimbursed for the additional two charges because I could not find the confirmation of my cancellation because it happened over 6 weeks ago. Extremely unhappy with their customer service and will never go there again. Buyer beware...you can find better massage places that actually want to do right by their customers. read more

I've been going to massage luxe for over 2 years I go to the one by Starbucks on E.Hampden. I have nothing but incredibly wonderful things to say about them, their staff and especially my massage therapist KARIN she is AMAZING, I've gone for many massages Rolfing spa treatments and this is heads and tails way above any, I have a home in CO at Wadsworth & Chatfield and I still make the 30 minute drive to get my 90 minutes with Karin, I've purchased many gift certificates from them and all my friends have had nothing but rave reviews. My friend that I took last time for a girls day out had Pete and she loved him, she loves to sleep, and I love to talk so it works that they have the versatility to have both. I promise if you go in feeling crappy as I sometimes do you come out revitalized . Any questions feel free to contact me, as I'm not a usual review type person I only do it when it's above and beyond. Looking forward to coming in Sat and feel like I'm in Heaven again. Staff is wonderful, and the facility is except lay clean, I love their sinks in the bathrooms. read more

Whatever happened to good old fashioned customer service? It was tossed out the window with this experience. I inquired on purchasing a gift card for my husband for Christmas. I walked in and asked about all of the specials available. The receptionist gave me the rundown of various packages including facials and hydro treatment, etc. My husband is a simple man, therefore, I asked how much a one hour massage was without all of the bells and whistles. I was quoted $50.00, so I made the purchase. My husband made the appointment and come to find out he had to pay $74.00 for the hour. Does anyone else see where I'm going with this? If the receptionist told me the one hour massage was $74.00, then I would've paid for a $74.00 gift card. When I went back in the store to get a refund, the associate (claiming to be the manager) told me that their establishment doesn't have the ability to give refunds and my only option was to fill out a customer complaint form. Really? They certainly take credit cards and cash for payment but when an unhappy customer walks in asking for a refund, all they can do is fill out a form? I wasn't even offered credit towards other services or try to win back my business. It was just plain "No". I agreed on following protocol and wanted to file a complaint. The associate then slides a blank sheet of paper and a pen over to me and begins to tell me that I can write down my complaint on the sheet of paper. Again, I say...Really?? We are in the age of electronic gadgets, PDA's, smartphones, iEverything and the like and I have to write my story on a blank sheet of paper? What? So, they can make a paper airplane out of it and fly it across the room into the trash can? Give me a break!! read more

their customer service is horrible! i loved my massages, but had an emergency in the family and had to move urgently and needed to cancel my contract. can you believe they would not let me cancel! i had to stop all my moving activity and go into the spa to cancel!! i am furious!! how stupid and heartless!! the girl on the phone said - it's no big deal just come on in....we are here till 1o! seriously!! have you ever moved a family of 4 in less than a week!! read more

Nice facility but completely unimpressive massages. The first one was really disappointing but I did the membership because I got a free session out of it and thought I might have better luck next time. The second massage was disappointing but I came back for a third because I had already paid for it. They ask that you do the membership for a minimum of two months and if I remember correctly you have to cancel the membership in person in order to sign something. During the holiday rush I ended up letting it roll into a another month. I just went in for a third massage which was head and shoulders above the previous two but still not all I'd hoped for. Since I was there In person I told them I wanted to cancel the membership and was informed that by doing so I would lose my remaining session which I have already paid for. I'll be back once more to use my last session (maybe) and to cancel the membership before I get charged again. I know you get what you pay for and didn't have especially high expectations but I've still been disappointed. I'm done with budget luxuries. ....oxymoron read more

Joined the monthly program in 2012 and received a few very good massages. In the end the distance was too far for me, so I asked to cancel in early 2013. This request was not processed and I continued to be billed the $80 or so per month. I called again and asked to cancel, was told that I couldn't use my accumulated time if I canceled, so I switched to an $18/month plan that would allow me to use up my time but not accrue more. When I called 12/13 to schedule massage time and cancel membership, they had no record of my having any time accumulated, I was angry but asked to cancel my membership, which THEY DID NOT, and they charged me the $18 three separate times in December 2013. I disputed with the credit card company, after which MassageLuxe found documentation about my original membership (wonder where they time mysteriously went? A membership with no record of any services or time?)) I'm exhausted with the whole thing as I'm quite sure I gave them $1000+ for which I received nothing, and they actually tried to send me to collections when my credit card number changed. Either total incompetence or dishonesty going on there,. read more