I rarely leave negative reviews, but this experience was beyond frustrating.
I originally signed up for my membership at the Leawood, KS location. For months, I've been trying to cancel my membership. I've called four separate times, and every single time I'm told that only a manager can process the cancellation and that someone will call me back. No one ever does, yet I continue to be charged the $80 monthly membership fee.
Since I couldn't get my membership canceled, I decided to use the massages I'd already paid for by scheduling one for my husband, just as we had done before. I booked the appointment online under my name, then called the Lee's Summit location beforehand to confirm it was okay for him to use my membership. The employee updated the appointment to my husband's name, took his information, and confirmed everything was set.
After his massage, however, the manager, Keely, told him he wasn't allowed to use my membership. When I spoke with her on the phone, she insisted that no one at the location would have told me otherwise, despite acknowledging that she could see I had called before the appointment. Rather than trying to understand what happened or offer a solution, I was made to feel like I was being dishonest.
I explained that I've been trying to cancel my membership for months and asked if my husband could at least use the five remaining massages that I've already paid for. Keely said there was no way to do that, so we were forced to pay an additional $170 for the massage that day.
What made the experience even more disappointing was Keely's attitude throughout the interaction. She was dismissive, unwilling to help, and offered no solutions whatsoever. As someone who manages a business myself, I understand that mistakes happen. What matters is how they're handled, and this situation was handled very poorly.
When we asked who she reports to or if there was someone else we could speak with, she gave us only the general MassageLuXe corporate phone number. I called it, but no one answered, there was no option to speak with a representative, and there wasn't even a way to leave a voicemail. It genuinely felt like there was no avenue to resolve the issue.
At this point, the most frustrating part isn't even the extra $170 we had to pay. It's the impossible cancellation process, the continued monthly charges despite repeated requests to cancel, and the complete lack of accountability when a problem arises.
I sincerely hope the owners read this review because the customer service at this location, specifically the way Keely handled this situation, falls far below what I would expect from a business that relies on memberships and repeat customers. Unfortunately, based on my experience, I cannot recommend the Lee's Summit location. read more