Massage Envy, Massachusetts, United States

2holly30840 5:00 PM Oct 6, 2020

Feeling Cheated
I received a 90 minute massage gift certificate for my birthday that I wasn't able to use right away because Covid shut everything down. Six months later I tried to make an appointment but they had no 90 minute appointments at all for weeks. They would not credit me the 30 minute difference in any way and convinced me to book and pay for a 60 minute massage instead, They stated I could come back in a month and use my gift certificate which was worth a 90 minute massage because of the way it was purchased. When I tried to use my 90 minute gift card a month later they gave me a really hard time on the phone booking the appointment and in person after my massage. They didn't want to honor the gift card because it was "old." I ended up paying $30 extra for the massage, which was not even 90 minutes. From the time I entered the building, used the ladies room, undressed and dressed, it was an hour and 15 minutes total. Both massage therapists were wonderful and the place is nice inside. It's a shame that their policies and the woman who works the front desk leave you feeling ripped off and cheated. They also kept a credit card of mine on file that I did not give them permission to keep. The tried to sell me a membership without providing any details. She told me all the information was located online and asked several times if I wanted to sign up and asked what was holding me back. She could not provide a brochure or any information.

1britri 5:00 PM Sep 8, 2022

Stay away! Scam artists!
I was a member for a period of time with massage envy, once Covid hit…OH BOY! During the time they were closed due to Covid they continued to charge me monthly for services that I could not use, because… They were closed! I had to call them up and put my membership on hold in order to stop them from charging me monthly which is moronic as a business should cease charging for a service they cannot offer. I was able to keep the massages I had pending for use when they opened again. Because I had a few I transferred one to my daughter when we could finally make an appointment which was/is rare, few, and far between, which they still blame on Covid and staffing. What transpired when I transferred the massage to my daughter was mind blowing at best. She had paid for an extra, basically an upcharge, which they are always trying to push you into, once they had her credit card on file they asked her about signing up for a membership. She said she would think about it, they proceeded to charge her monthly for a membership. She was very confused as she didn’t think she had signed anything. She began to accrue a bunch of massages as stated, it is very difficult to get an appointment. She tried repeatedly to break the membership because she couldn’t get an appointment and they would not let her out of it until we asked to see a signed copy of the membership. Lo and behold, that is when we found out that they had been fraudulently charging her as she never actually signed up for a membership at massage envy! That is when I cancelled my membership, which they still charges me a few months after. I went to use my last remaining massage, and they tried to deny me saying that they needed my card on file. I said NO WAY! I already paid for this with my membership and had to threaten suit, they finally begrudgingly allow me to use what I ALREADY paid for! Be very cautious of having a credit card on file with this particular branch!!! Back to my daughter, once they realized that they had been charging her without authorization, they panicked and credited her back for 1/2 of what they charged her as IT IS ILLEGAL! They told her to keep the massages that she had on file due to what they had done. But what they neglected to tell her was that they locked her account, made it mandatory that any massage that she tried to schedule had to go through the manager who was never on duty, and had a 60 day Expiration date on the eight massages that she had! So basically they scammed her, there is no way for her to use eight massages in 60 days even if a massage was available because they made her jump through hoops to schedule one as the manager was never there, they would not allow her to transfer them, especially as each time she called even if there was a massage available the front desk with deny the request saying the manager had to approve it. I had canceled my membership when this started as I was disgusted by what I was witnessing! I would strongly urge anybody considering a membership through this company not to do it! And be very very careful about keeping a credit card on file with them, and they are going to push you to do that, too easy for them to charge you with no discretion. Do yourself a favor and do a google review search, there are multiple reviews about their practices. BAD BUSINESS PRACTICES! THIS PLACE SHOULD BE OUT OF BUSINESS! It’s actually to bad because the actual massage therapists are good at what they do but with a company like this………no thank you!