I showed up early for a 9am facial. When 9am came and went I went to the receptionist and asked if there was a problem. Apparently the esthetician Shala had just arrived. Since I've been a member for a few years I know there is dress down time and quickly did the math in my head. Shala then appeared at reception with no apologies and wanted to argue with me about when she arrived. She said I was yelling at her (I was not) then she said I was threatening her (I didn't even understand that nor did the receptionist based on the look on her face). I am a 62 year old woman who was standing there with my library book in my hand, not an aggressive or threatening posture. I got the managers name and number and left. The manager Mary Brady reached out to me and discussed the situation. She did apologize for Shayla's tardiness. I will not be returning to this location. read more

I had a gift card for a one hour massage worth $60. I was told for an extra 35 dollars I could have a 90 minutes massage. However, when I went to check out, they told me it was $70. Because I was not a member. No one explained that to me before my massage because I would not have gotten the extra 30 minutes for $70. I felt this was like a bait and switch. that manager was very difficult and I felt she took advantage of me. read more

the cancellation policy is ridiculous. their site says 2 hours advance notice but the clerk thinks it's 6 hours. horrible service and will robbery. it's Christmas and people are short on cash. would not refund money. cottleville location. read more

Horrible! They talked me into their "special" 2 month membership but then kept charging me $65 monthly. I'm told it's in the small print on the contract but it was NEVER mentioned to me when I asked " this is only for 2 months correct?" What a scam! read more

My wife had a membership that she froze. This past March I bought her a gift card and when she went in to use it they convinced her to unfreeze the account to use the balance she had and told her they would refreeze it directly after services. I found out yesterday that they have been charging full membership price since April and now have fraudulently charged me over $400. They refuse any kind of refund. Avoid this location at all costs and NEVER trust ANYTHING the workers tell you concerning money or membership. This location has a LONG HISTORY of fraudulently charging customers. check their Google and other reviews for proof. read more

I recently visited Massage Lux using a Groupon as well. I really did like the lady that gave me a facial but I was also suppose to get an eyebrow & some other waxing done & they did not book enough time. But at this point overall the experience was pleasant. But the disappointment came when I went to check out and the girl at the front desk put the full court press on to get me to sign up for a membership. I tried to nicely decline but she would not take no for an answer. I ended up telling her a white lie to get out of the place. I had planned to go back for some waxing services but after the high pressure sales tactics they use I will not be going back. read more

Spur of the moment decision to find a massage two weeks ago Monday, and a search online brought up MassageLuxe. Their hour-long introductory price (Swedish - $38) is a buck cheaper that of their mass-market massage competition, and for an hour and a half it's an additional $20. We tried to book a couples massage, but they charge an additional $10 PER PERSON! At the competition down the road, incidentally, there is no upcharge. But the schedule worked best here, so we ended up at MassageLuxe. It was great! We both had amazing massage therapists and the time flew by; by the description I'd say his was better than mine but seriously the best massage I've had in awhile, soothing but powerful. I left feeling like an al dente noodle. MassageLuxe is a national chain; this location is on Hwy K directly across from Gold's Gym, which is to say mid-way between 70 & 64/40. The staff are friendly, the ambiance is relaxing, the facilities are clean and the masseuses were skilled. Feeling achy? Try the intro, you'll be hooked! read more

Usually, I'm not a fan on chain massage places as I've tried another one before and wasn't a fan. The sucker I am for Groupon hooked me. I always like treating my darling hubby to a massage when the price is right. I scooped up 2 deals, called the same day for appointments the following day which was a Saturday. They were able to get us both in at the same time with no problems and no waiting. Love that. They shared that they always have about 8-10 people on staff to take clients who are last minute. It's nice because some of those groupon deals for the smaller independent companies take quite a while to get into. The therapist was fantastic. Did a little aromatherapy action. I'm pretty sure I kicked her too when she was massaging my feet. Oops! Overall, very happy with the service. The HydroLuxe was also included in the package. It was weird, strange and I wouldn't recommend it. It almost takes away from the awesome hour massage you just had. It's like a water bed with jets in it. Definitely a fan, we'll be going back! read more

If you are going to go to this Massage Luxe you want to book an appointment with Elaine. I have experienced 4 different therapist here and she is BY FAR the best. I hate that they rotate through there front desk staff so much. The atmosphere is modern and relaxing. This place is clean and professional... a way better deal than Envy. read more

Terrible billing and customer service. I was duped into purchasing the monthly membership under false pretenses and when I tried to cancel, they refused to allow me to do so unless I came into their building. When I finally broke down and told the receptionist that I couldn't afford to pay my current bill because of medical bills from a recent miscarriage and stay in the hospital, she acted as though it couldn't have been less important to her. I'm sorry, but my thousands of dollars in medical bills are a bit more important than an a bill from a sub-par spa that I will never visit again. The massage itself wasn't enjoyable at all. The woman I saw felt that the bun I had in my hair wasn't tight enough so she took it down and pulled my hair as tight as she could (INCREDIBLY PAINFUL) and put it up herself. It was unprofessional and not relaxing. read more

Don't bother wasting your money here. And if you do, don't ever sign up for their membership. They will rob you as long as they can and stall while you wait for them. My wife signed up for their membership years ago and attempted to end the account on several occasions. Each time they continued to charge her. Finally she asked for the owner and ownership decided to ignore and not communicate with her for weeks on end. As an 'apology' they gave her some certificates and we though it was done with. I just found that they began charging her again 6 months later. I tried to call again and was told the owner would have to reach out to me. Surprise surprise I have heard nothing. I'm sure they are waiting for me to go away so they can keep stealing from us. MassageLuxe, wire fraud is a felony. read more

Was a member here for years, until I was lied to & then received the worst customer service. It's too bad bc the massage therapists are great. Management & reception staff don't communicate well with each other or clients. I fell through the cracks & paid for it, literally. Here's what happened: I had to get a new credit card bc it was compromised. Forgot to update it with them. I was 3 months past due bc of this, for April, May, & June. Got a voicemail from Megan, saying so, but IF I called & paid for 1 month, she would WAIVE the other 2. Great. Due to COVID, I'm sure they were closed for a time, too, so how nice. I called back, said I wanted to do just this. Person who answered the phone seemed confused. Took my cc info anyway, & I was charged for all 3. Called back, saying I had a billing problem & I had listened to the voicemail, where Megan offered this. I would like to only be charged for 1 month. This person also didn't know what I was talking about, said if I have a special deal with Megan, I had to talk to her. She's not there, made sure my # was correct & she will call me back. No one ever called me. Frustrated at this point, I disputed the cc charge. I def considered ending my membership. After years of ONLY going to O'Fallon, I tried another location in July, bc I didn't want to go in there. The staff seemed disorganized & shady to me now. Not where I want to go to relax. Then, I got paperwork saying my cc dispute was rejected. Megan & the owner, Mary, had plenty of time to write abt why the charge was legit, all irrelevant to my complaint. Which is that I have a voicemail, which I cannot document on paper, where I was offered a deal & they didn't come through on their end. Mostly the paperwork stated I knew the terms of my membership. Even the fact that I got a massage in July was used against me, as proof that I should pay. No one noticed it was at a different location. It was spun to look like my fault. Hey, I did what I was asked to do--The staff didn't communicate abt these offers, didn't contact me, & I feel very cheated. It's dishonest & bad customer service. They had time to fill out paperwork & take my cc info & charge me, but no one actually listened to my complaint. They just wanted their money. Don't offer things to clients if you don't intend to follow through, or don't communicate to your staff about how to follow through. That's lying to your clients. Maybe this is why so many lawsuits are filed against this company. Ended my membership. read more

Avoid this location at all costs! They have been fraudulently charging my card for several months and refuse any kind of refund...over $400 in unauthorized charges. Never do any kind of membership with them as even if you pause or cancel they will try to trick you so they can charge full price again like they did with me. read more

I signed up for a two month membership at Massage Luxe in November. I made an appointment for a facial (at 4:30pm) for the first month of my membership. 30 minutes before my appointment I got a call from Massage Luxe asking if I need to reschedule my appointment because I was currently late and it was cutting into my scheduled time. I apologized, thinking I had made a mistake and had the wrong time. They told me that they don't even schedule appointments on the half hour and made it seem like it was my fault. After the call, I listened to the voicemail they left the previous day confirming my appointment for 4:30pm. After calling Massage Luxe back to let them know that they really had scheduled my appointment for 4:30pm, they eventually fit me in that day. Today I called to schedule my second facial for my membership. I asked to confirm that I wouldn't owe anything since I was already charged for my second month. They said they would have to call me back because they weren't seeing the payment that they had taken out of my account. Soon after, they called back and said that I would need to print out a bank statement showing that I made the payment and bring it to my appointment. A few minutes after the second call, they called again to let me know that the problem was that I upgraded the type of facial I got during my first appointment, so they charged me for two hours of membership instead of one. This took away my second month facial. I told them that I didn't mean to upgrade my facial. I got what was recommended by the aesthetician after asking if it would be an extra charge since I had already paid for that facial. She told me that it would not cost any extra money. They responded by saying that they were sorry but that the aesthetician was incorrect. They did nothing to correct the mistake. They only offered to extend my membership. I cancelled my membership and will never be returning to a Massage Luxe. This has been the worst experience I have had with a company and I recommend going somewhere else for a massage or facial. read more

I was very disappointed when I talked to the spa manager today about my membership that I froze in February when I called to cancel and was told, " you can just freeze your account for 5$ then reinstate when you are ready to come back"! So I thought ok that's fine! Come to find out, even though they had taken 85$ out of my account in February, in order to have access to that I have to unfreeze my acct for 5$ then reinstate for 85$ to use the already paid 85$ and then I can cancel. That's is wrong I'm so many ways. I would have just cancelled it in feb instead of freezing if I was actually told that. The spa manager was extremely rude and unprofessional. Would not recommend at all or at least don't buy a membership you will regret it! read more

I moved away because I have terminal cancer and needed to be closer to family. Ive been trying to get this location to close my account for 2 months because I forgot about it when I moved. They are still charging my card and wont close my account with out a letter. They wont accept an email even when I tell them it is difficult for me to get out to a Post Office. So they continue to charge my card and even the managers will not help me. I hope they never get faced with this situation in their lives and have to deal with a company like this that wont help. I had no issue paying what I owed but they continue as of today to charge me. I need help with this. read more

SCAM!! My wife got a massage gift certificate for Mother's day. Signed some paperwork the day of her massage, 4 months later we find out they enrolled her in a membership charging $60 a month. Poor customer service, unwilling to bend or refund outside of offering some gift cards (since we never used the membership...hmmm). After much back and forth, they gave us 1 month refund. Just avoid this location at the very least, not sure how others operate. read more

I was visiting from out of town and had a terrible first time experience. It was the first time visiting this location, so I figured I would have to fill out paperwork. When I got there, the front desk person was texting on his cell phone behind the counter and didn't even see me... When he finally saw me he checked me and brought me back to the waiting room without giving me any paperwork to fill out until I asked if I needed to do so. He said "no" until other front desk person whispered to him something about me being pregnant. Guess what? I'm not pregnant. I filled out paper work and my therapist started the massage 10 minutes late - no big deal if it goes the full 50 minutes. Nope, he ended 10 min early. He also talked the whole time... Not his fault, I did respond and actually the massage was pretty good minus the fact that it was over quickly. When I came out, the front desk person who thought I was pregnant offered me a Hydro therapy massage, as it is part of my introductory offer. It is? What is it and why didn't anyone tell me about it? It was too late at this point... Then she asked me if I wanted to be a member. Seriously? I just told you I don't live here. I called the next day and spoke with Nicole, the manager, and she could not care any less that I had a bad experience. I was embarrassed to make the call and I was simply trying to give feedback so it didn't happen to somebody else, and I hung up the phone even more embarrassed-for the customer service provided at this location in their response to my real concern. I hope the owners of this location are able to turn the place around or it won't be open long. read more

I went here before and I had pretty much the same experience Corey, the therapist DID NOT LISTEN to WHAT I WANTED! And when I complained the manager (yes the manager) told me I didn't know what I was talking about, and I should "educate" myself in massage before telling him what I thought....I was like "Are you high?" I mean this guy was the BIGGEST prick I have ever come across in customer service, and he is a manager at that! WTF? I intend to look up the owner, or his superior and have a talk with them. Because this guy is obviously nuts, if he speaks to other customers like that! read more

Went in to use my Groupon for a facial. It was snowy and gloomy when I went in and I had a headache. After Missy was finished I came out it was sunny, warm and the headache was gone. She was so good even the weather changed! read more

Finally using us a gift certificate that I got a while ago and was a little apprehensive because I assumed these types of massage places were like the great clips of haircuts. I was wrong! The front desk staff was very accommodating and I had Katherine as my masseuse and she really took the time to understand what I needed in a massage and did exactly what I needed. We chatted but only if I initiated it. Was expecting the "hard sell" at the end but the front desk explained the membership to me and I said "no thank you" and that was the end of it. I'll defiantly be back when I can't get in to see my regular massage place. read more

This location is AMAZING! The customer service is top notch! From the minute you arrive to the time you walk out the door, you feel VIP! My massage was to die for, I got dressed feeling like a brand new woman. The front desk girls were very friendly and welcoming along with therapists.Im not sure of the woman's name , I believe it was Michelle , she was Incredible to say the least! She went the extra mile to ensure my satisfaction and left a lasting impression , sealed the deal I will definitely be coming back to this location and will be telling all my co workers, family, and friends about my experience with Massage Luxe ! If you are looking to be treated like a queen and leave feeling like a million bucks, look no further you must give this place a try you won't regret it . read more

We pre- scheduled our appointment as a reward knowing we were driving 15.5 hours the day prior. My husband and I were really looking forward to a relaxing massage. So disappointed when they called 1.5 prior to our scheduled appointment and cancelled on us. Poor customer service and disappointing follow up. It's a little hard to believe for a chain this size, that they couldn't get someone else to come in even if one therapist did call in sick. Don't bother with this place. read more

First massage. I was a bit nervous. The young woman answering the phone didn't really answer my questions but everything about the experience after that was wonderful. Welcomed by very friendly staff who answered all my questions. Massage by Jori was incredible! I will definitely go back. read more

Massage Luxe makes it very hard for their customers to modify their contracts. Beware. They could make it easy, but they don't. They make it hard. Not sure why they do this. It's got to suck for their employees to be so nice to you when you're going along and getting massages, then be such pricks to you if you want to make a change. What are they thinking? How much revenue does this "You HAVE to come in to change your contract" policy generate for them? I'm a regular, paying customer, and I absolutely love my therapist, so I'm not leaving (as long as my therapist doesn't' leave), but I think if enough people complain here and on other online review places, they will change their policy and be more customer friendly. And by the way, if they won't let you cancel over the phone, then just charge back your payments with your credit card company. Tell them the truth: you tried to cancel with the merchant and they still keep charging your card. At least the credit card companies are customer friendly! read more

I'm normally not one to run late but I accidentally went to the wrong location. I was 10 minutes behind and they told me they would have to deduct a full 30 minutes from my massage. I was getting introductory rates so I wanted to make sure that I got the longest massage for the money that I was spending. When I asked why she was taking away a full 30 minutes she said because I needed to fill out paperwork and it would take a while. I responded well I was never informed that I would have to fill out paperwork before receiving a massage is there anyway we could fill out paperwork afterwards so it doesn't cut into my time she responded no gave me no other options. Not to mention the first appointment that I made they had to call back 30 minutes later and reschedule it with me because they had me double booked with another client. Completely on organized, terrible customer service. Didn't inform me about anything I would need to do. Made the whole process stressful which eventually lead to me canceling and walking out. I booked with another company within the hour, at the same rate, who told me what to expect and made me much happier. read more

I will preface this with; I went to school for massage Therapy, so I am quit familiar with the steps and techniques. First off I waited for my therapist 10 minutes past my appointment time of 6:30. After getting dressed and listening to the up sale speech after my massage, I got into my car and the time read 7:27. I would guess, and I'm being generous, that my massage was no more than 40 minutes-not exactly the hour massage I paid for. Second the cardinal rule of always keeping one hand on the customer was never followed! She would start a stroke and stop, lift her hands from my body and then start the stoke-not over again but from where she left off! None of the strokes flowed on their own or into the next. There was not any consistency from one side of the body to either, my right side got way more attention then my left. She completely skips my glutes-which I said I was good with when she asked if it would make me uncomfortable. I told her I had gone through massage school, so I knew how important the flutes were. The sound of throwing a warm wet towel against the wall after taking it off my back doesn't exactly induce relaxation. Neither does tossing the massage oil on my back! If you are someone who knows what a good massage should feel like don't waste your money here! And if you are someone who knows the ins and outs of a Swedish massage than really skip this place. Super disappointed read more

The massage was fine but they are seriously used car pushy about their recurring charge monthly massage club and lied about the charges and the ease of canceling. There are better and more relaxing places to get quality massages in the area. read more

VERY rude - liars. Spoke to me like I was an idiot. DO NOT sign any contracts with them either. Manager was rude and mean right in front of my child. Hell will freeze over before I will ever step foot in that place ever again even though I have 2 free sessions. read more

Today was the second time that my massage has been cancelled by the store due to staffing issues. Last time was my birthday and this time I had scheduled a special girls day with my daughter. Considering I don't go that often that's a high cancel rate. Both times I've taken off work and booked in advance only to have my plans ruined. Ive never had that happen with another spa. In addition there is no compensation offered for their issues. Just we have to cancel--sorry read more

Not a fan of chain massage places, but I went here just to try the location. It was excellent. The massage therapists I had (Carlos and Andrew) were very experienced and were great. They didn't just get their license a month ago which was nice. The front desk staff is nice as well. I recommend THIS location. read more

My husband purchased my niece a 1 hour massage and myself a Day of Renew as Christmas presents. My niece was visiting for the holidays and had hers while here. This was her first massage. She said it would have been even better if the massage therapist hadn't loudly smacked her gum the entire hour. I loved my Day of Renew; enough that I signed up for the monthly plan. Tracy is the only massage therapist I've ever used and I highly recommend her. I've also had Karen for facials and loved the whole experience. The only negative I will toss out is when I came for my first appointment, the guy on the front desk rated an F for customer service skills. He should be kept in the back stocking shelves. I mentioned this when making my next appointment and they were very apologetic and that was the only time I had that experience, then again, I've never seen him again either. read more

I have gotten great massages there before. But this was my first facial. It was good! My face felt great afterwards. I like a little bit more massage in my facials though. Other than that really good. read more

The location is Wentzville is the one I used twice. Fist time not great, then used the one on Hwy. K, very good experience. My sister made us appts. at Wentzville again and it was the worst I've ever had. My back hurts and I'm not as relaxed as other 2 times. Use the one on Hwy. K. Much better staff. read more

Save your money or go somewhere else you don't get full hour with a massage therapist like other places and you are charged extra for services that really should be included in price or told this is what is included in price and what is extra if you are requesting a deep tissue massage you should be told what the price is not told different price when you get to the end. I have never been treated as rude as massageluxe highway k as I was there they don't even try to work with customers upset. What happened to good customer service and being treated fairly. Very dishonest company and only interested in taking your money not giving you good service. Have to give a star to post but should be negative four stars. read more

The staff and place is nice, But they are NOT clear in the explanations of their contracts, and the contracts are NOT clear! Do NOT sign the monthly agreement. I signed and then learned of things they were telling me that are not in the contract! Like using the "Freeze" off your monthly dues, but they charge you another month to remove the Freeze. That's NOT in contract. Some slight fraud there... I will not return, they are very mis-leading read more

Bait and switch tactics, did not get full hour massage it was more like 45 mins. Find a local massage therapist and use them. This is the worst massage ever and the front desk is rude teenagers. They won't cancel my membership that was supposed to be month to month and I have contacted the attorney general. This is not worth the $38 massage scam they offer. read more

I purchased a membership at the Kirkwood location. The first massage I indicated "light pressure" and the masseuse was very rough. Due to the holidays my hours built up so I scheduled a facial. Not once did the person on the phone ask or refer to me by name but only asked for my phone number during scheduling. Then when I arrived I brought my four year old daughter with me and was promptly told the esthetician was not comfortable having her in the room and the only option I was given was to reschedule. I live 40 minutes from the Kirkwood area. To my knowledge they have no company policy on children not being allowed to be in the room while a parent is given a facial or I would not have brought my child. I feel overall they behaved unprofessionally. Plus when I asked about refunding the money already automatically deducted from my credit card I was told they "don't really do that." That's three strikes against them in my personal opinion. read more

I was also duped into purchasing the monthly membership. I received a gift certificate for a message. Message was good. They push their membership...When I considered the contract a new employee (no longer there) told me after confirming with her trainer I could come in and cancel before payment is taken if I decide not to do the membership. I came back within 3 weeks to cancel and they said I can't cancel until they have taken 1pymt from my account. The girls totally denied it and blamed it on the new girl. They gave me wrong info when that was my main concern and I ask for a refund. They gave me a credit to have one more message done. Massage Luxe does not own up for there mistake. I talked to manager about the refund and she refused and told me I was abusing her employees (not true at all) and it was a he said- she said situation and she had no proof. Now that my membership is cancelled I will need to watch and make sure they do not fraudulently charge my account. read more

Steer Clear! If you are a fan of quality massages this is not the place to go. In addition to that they have very "underhanded" sales tactics and contractual agreements. For example, my credit card I had on file there had been lost. As I was waiting to get a new one issued I received a call from them saying my card was declined. I explained the circumstances and went on to tell them that I didn't care for their services and no longer wanted to continue my services there. The lady on the phone said she was sorry to hear that but would note the account and take care of it. 3 months later I received a nasty letter from the company threatening collection action and negative reporting to my credit because my account was past due. I explained that I had spoken to someone prior and told them the conversation that took place. The lady then told me that all accounts have to be cancelled in person, in writing (to avoid confusion), and the account couldn't be cancelled until it was brought up to date! Really? Have to have it in writing in person to avoid confusion? What confusion could there possibly be? Someone calls for their appointment and they find out there account is cancelled? What she really means is we want to make it as difficult as possible to cancel your agreement. Think twice before you deal with this place there are plenty of other choices that are more interested in satisfying their customers than reciting contractual obligations. read more