Ive had membership here for a few years, and pre-pandemic it worked the way I needed it to: I could schedule an appointment when needed. In the last 15 months since they reopened, its nearly impossible to schedule an appointment. I have months of dues accumulated, and after a few attempts at communicating and canceling, was able to cancel my membership. They wont refund the months I have accrued, even though there is no way to use it, being that its impossible to get an appointment. It has been very frustrating

Would avoid! OK prior to pandemic, but recently has been impossible to book an appointment, and quality of therapists has declined significantly. They are still happy to collect the membership fee, of course!

Dont do it!! Leaving a one star review because we need someone from this location to call us back! We have been leaving voicemails but never receive a call back. No one EVER answers the phone at this location. Super unprofessional of a business, franchise or not! We are at the point of canceling our membership if the lack of communication is not resolved.

I was on my way home from a chiropractor yesterday and still in pretty severe pain so I knew I had to do something. Fortunately, there was a cancellation for a massage so I could get in first thing this morning. My back was pinching and I could barely move. The front desk gal, Shelby was fabulous. Very sweet and helpful. My massage was extraordinary! I can move pain free. :-) I have been here a few times before (its 1/2 hour away from me) and every masseuse I have had has been good. I have had about 93 massages and todays was one of the best! Thank you!!!!!!!!

I FEEL ROBBED/SCAMMED. Massages are fine. However, I got talked into a membership and now that Im trying to cancel they are barely communicating with me. Ive sent cancelation forms 3 times, but they just keep charging me and claimed they never got my email. When I froze my account (still paying $20 a month) there was no problem. It seems the only emails of mine that they arent getting are the ones telling them that they arent going to get my money anymore. Whether this is an honest mistake or an actual scam I dont know. What I do know is it has cost me hundreds of dollars that I will likely never get back. The only reason they are getting two stars and not one is because I enjoyed going here when I actually wanted my membership. I wont be giving them my business again and I will definitely be telling people to steer clear of the membership contracts.

Poor service….receptionists not responsive or friendly

All my Massage Envy therapists are great, 5 Stars, but ever since Covid, they have changed booking appointments rules to the detriment of both the customer and the therapist! They now reserve an hour a day, per therapist only for NEW prospects. The customer and the therapist get screwed. I have always booked 2 hour massages but they are unavailable EVEN if the therapist never gets booked? I understand that Roark Capital Group the corporate owner of Massage Envy, needs new members to finance their acquisition ..... but they should at least be compensating the therapist if that reserved hour goes un-booked or let a 2 hour appointment occur so both customer and therapist are happy, but again that is not the case. Now everyone loses except the franchisee or Roark Capital Management. After 12 years as members, my wife and I, that is total B.S. and to make put salt into the wound, the local manager Alex wouldnt even return my call to discuss.... how lame is that?

I had a great massage with Spirit but the front desk was a little off-putting. I was trying to relax and enjoy a nice gift my husband gave me that I wouldnt typically buy for myself. Instead, I felt like I was getting a lot of sales pressure to join and buy more massages which took away from the experience. I also booked for a 90 minute but got a 60 minute massage

If I could give them 0 starts I would. I just found out that they unfroze my account during the global pandemic and started billing me without any notification when they were closed. They billed me for services that you could not even get during the pandemic. Now they will not let me cancel my account because I havent paid up for the service. Not only that but I had talked to someone a month ago that said they were going to cancel my account, did not tell me about the billing and did not cancel my account. Do not EVER sign a contract or use Massage Envy. They are disorganized and will do whatever it takes to get your money.

This pandemic has brought out everyone’s true colors, and this company clearly doesn’t care about anyone but itself. I have been a member for 16+ years and up until now I would have given a pretty good review. That has definitely changed! I received an email that they were closing due to Covid19. That is a good choice. However, as I continued to read the email, if I had not responded they would have canceled my membership and I would have lost all 17 hours of massage that I had saved up. That is over $2,000.00 worth of service that I have. Had I happened to not check my email for a couple of weeks that would all be lost. This sounds like a greedy company trying to find a way to steal some money at the expense of loyal customers. Shame on you! A company with ethics and a moral compass would have sent out an email that they were suspending dues, but keeping memberships active. Unfortunately now when you reopen I have to use up all of my credits so that I can cancel my membership as soon as possible. I will tip very well because the therapist are not guilty of the greed and disgust of this company. Once again: shame on you!

Just had an amazing massage with Julie! She is the most knowledgeable therapist I have ever encountered. Her tips have improved my shoulder problems considerably!

Massage was amazing. Eve targeted specific points that held tension and was diligent about relieving the stress there. Wonderful experience. Calm, professional atmosphere too.

Ill start off by saying Kelly is absolutely fantastic. She is the only therapist I trust with my back issues anymore. The wait room is nice and they offer tea and water there and it is a closed door waiting area if you want to go someplace quiet before your massage. I deducted one star as Ive occasionally overheard some chatter from the front desk about personal relationships and that really isnt professional.

Nice place, but the massage was just ok. I had to wait a few more minutes than normal. I like the prices thought so I will go again.

The worst place I ever did business with. (The one in Boulder). After years of paying my monthly fee they unexpectedly took $330 from my checking account! I was told they made a mistake but only Regional Managers can do refunds. They had my money.... it was finally returned. Then .... went to get a massage and was told my membership was terminated, I had over a dozen massages paid for and they closed my account.. this is just not right.

I am so disappointed in this place. I canceled my membership and they told me they would refund my card after they charged me the membership fee and they still havent. Every time I call, I either get no answer during business hours or I get someone saying they will get back to me and they never do. I am so tired of having to keep calling, I just want my refund! I highly recommend going somewhere else where your money will be better spent and you can avoid dealing with this horrible staff. You can see from all of the reviews on here that this seems to be a big problem for this location, so hopefully corporate will gain knowledge of it soon.

I have been a member for over 2 years now and have never had a bad experience. the massages (I always ask for deep tissue) can vary dependent upont the therapist but overall everyone has been good to excellent. I would recommend trying different therapists until you find one that delivers what you need.

Lottie is fantastic. She indeed excels at deep pressure; at times I had to ask that she lighten up a little, which is greatly preferred to a therapist that cant go deep enough. She really got into my trouble areas!! As an aside, I had a 90 minute massage

I have really enjoyed my membership at Massage Envy. My favorite massage therapist are Jennifer, Lisa and Holly. They do amazing, relaxing deep tissue work and I never feel sore or bruised afterward. I love the late hours and weekend availablility, plus I love that when I call I can almost always get a massage booked with somebody amazing in the following 24-48 hours. At the office they are always polite, professional and friendly.When my financial circumstances changed and I had to cancel my membership (well after my initial year was up), I made the call and it was easy. They didnt haggle or argue, and just sent on the form. I was worried it would be difficult, but they even made cancelling easy, which is why I wrote this review. Thanks Massage Envy! Ill be back someday!Essie

I will preface this review by saying that this is not about the massage therapists at this location. This is about the front desk staff. I just called this location trying to change the credit card on file with my account. The first person I spoke to put me on hold immediately after hearing what I needed to do because she did not know how to do that and needed a coworker. She failed to explain to the coworker what I needed to do, though, so the next person picked up and I had to explain all over. I wish I had gotten his name because he was terrible - he was not friendly and did not seem to know what he was doing. I read him the new card number, he confirmed it, and then he informed me that my account is suspended. This is news to me! Apparently no one felt the need to call me or email me to inform me that the last payment hadnt gone through - I realize that I should have noticed, and take responsibility for that, but I am surprised and frustrated that no communication came from Massage Envy on the matter. The front desk guy, however, starts sighing into the phone like HE is the one who is frustrated and making it sound like its going to be impossible to get my account out of suspension. Please understand that Ive been a member at Massage Envy for over 10 years and have made regular payments for that same time frame. After a few more sighs, he says, Can I put you on a brief hold? A minute later, a completely different person picks up the phone and says something like, So you need to change your credit card on file? And I lost it. I will admit that I lost it. Turns out the second person I talked to never saved my credit card number and so I went through the whole process again. The third person I talked to was actually quite friendly and apologetic, but her excuse for the behavior of the first two people I spoke to was that they are new to the front desk. Being new is not an excuse for being rude, and its certainly not an excuse for telling someone that youre putting them on hold and just passing them off to someone else. I will be switching my home location to a different Massage Envy.

Checked in with me often about pressure and where I wanted the focus. Talked with me about additional options that would help my body even more (such as yoga) in addition to massage and gave me tips on posture. Also very skilled with massage in general.

Ive had a lot of different massages here, some OK some really good. If you are not a member I think the massages are a little bit on the expensive side. What disappoints me the most though is whenever I find a really good massage therapist he or she just doesnt seem to stick around long. Maybe just bad luck on my part but its a pain to keep breaking in people who are familiar with my body and what I need just to have them leave.

I would strongly advise against getting a membership with this location. My husband and I signed up for a membership and have been unhappy with the quality of the service. We have also found it impossible to get an appointment and our monthly massages have been piling up. I called the Boulder location and requested to cancel on the grounds that I am not happy with the membership and feel they havent lived up to their end of the contract. They wouldnt let me cancel and spent the rest of the conversation focusing on making sure I knew that I couldnt get out of the contract rather than trying to address my concerns as an unhappy customer. In my opinion this company has no integrity and extremely poor customer service.

Paul is fantastic! Professional, responsive, engaging. However, do your best to try and find him outside of ME. It is unfortunate how rude and unprofessional the manager, Marisa, is. Completely unfair to such a talented therapist. Hence the 1 star.

I went to Massage Envy in Boulder to shop around for a massage therapist, didnt find anyone I liked, and was charged three months after my last visit for a membership I never signed up for. Ive called three times today and nobody has answered the phone.

I wish I had made my session a 90 minute, she was fantastic! I was told that her specialty was neck and shoulders and this proved to be true. She used effective techniques on my neck that I had never exper. before.

Deanna rocks! She mixes treating tight areas with incredible relaxation. She is also a very caring and enjoyable person.

They don’t know what customer service is here. Half the time they don’t answer the phone and they never actually answer your questions or tell you about canceling your membership and when you do put your membership on hold they don’t process it within the month that you submit it. This company is a scam and I have never dealt with a more frustrating company in my life.

The therapists are great here and im usually not a huge massage envy fan. I am very particular about my massage therapists. Def tell the front desk if u want deep tissue, they dont all do the same. Dont call on the hour, they wont pick up. Front desk changes, sometimes for the worst, but consistently good massages.

Not a full hour its 50 mins... 4 oz of water when other places give bottles... the online surveys get people fired... just ask for a different therapist... management there changes a lot... the extra treatment is way to much... $10- $12 for aromatherapy come on really

I have asked multiple times over the last 2 years to cancel my membership and every time they tell me I cannot cancel my membership and to just freeze my membership. I have yet to use any of my free massages and with my account frozen I cant even use my free massages that I have already paid for. The massages are a waste. They take forever to get you signed in and once in the back it takes another 10 minutes before the therapist comes back to check if Im ready. Now to make things worse a manager refused to call me back.

The receptionist was so rude I was shocked and appalled. All I did was walk in and I was immediately greeted with hostility.

Ive had several different masseuses here and have been impressed with all of them. Really great!

Horrible customer service, misinformed employees and no response from the owner on repeated emails. I was told I could use my Health Savings account for my membership dues and that it would be no problem to provide a receipt as proof of an eligible expense. I pay $59.99/month, yet when I go in for a massage it comes up at $39 on my receipt, so the charge doesnt match my health savings card transaction. As a result, my card privileges have been suspended and I am now having to pay back all of my dues to the card. The manager had no clue what I was talking about and couldnt help me, and my emails to the owner have not been responded to. DO NIT GRT A MEMBERSHIP HERE!! Its a complete rip off!!!

In my case, they continued to charge my credit card after my membership and would have continued to do so unless I canceled my credit card.My response to their response: No. Run an honest business.Update: More charges were placed on my card in August, I opened a second fraud report with my bank which got my credit back. My BBB complaint went unanswered by Massage Envy. I finally got ahold of the regional manager who resolved remaining issues.

Massage Envy Boulder does not care about the customer... Their manager there, Taylor is unprepared, rude and condescending. I have been a customer for 10+ years and to be treated that way was appalling!A few months ago, I had to cancel my appointment the same day. They said since I didnt provide 24 hours notice, they had to charge me for it. I was not happy about that but moved on. Then last week, they called and canceled my session. I asked for a session to be credited to my account (since they didnt provide 24 hours notice, per their policy.) But apparently, their policy doesnt go both ways - if they cancel last-minute, they expect you to understand and dont credit your account.I asked for the manager to call me to explain this and got a call from this lady named Taylor. Instead of helping, all she did was argue, didnt even have my full name with her or my account history, and pretty much just stopped short of calling me a liar outright!How she was made a manager is perplexing since she lacks the most basic customer service etiquette. Shame on Massage Envy Boulder!I will be looking to cancel my membership this weekend.

Carly the current manager has been rude, everytime I’ve enteracted with her in both person and other the phone. She has neglected getting back to me at all, and this membership contact is ridiculous. You only have three days to cancel which was not explained but Carly insisted that I was wrong and that it was explained. I honestly wish I could give you no stars.NO ONE SHOULD EVER GO HERE

Ashley was great. Super strong and she was able to focus really well on the tense areas.

My masseuse was great. Found places I didnt know were sore. Would go again.

Awesome! Same day appointment! Great customer service!

Sophia is the best! Had bad neck/shoulder pain for weeks and after one, 90-minute session, ITS ALL GONE!Thank You, Sophia

Great massage, same day appointment and friendly staff - only reason Im not rating 5 stars is because theyre pretty expensive ($95/hr) without a membership

DO NO BUY A GIFT MEMBERSHIP FROM THIS LOCATION. Massage Envy is currently being sued for not honoring unused massages: The lawsuit claims that the expiration of monthly 50-minute member massages that members did not use prior to membership cancellation, nonrenewal, or termination for nonpayment constitutes an unlawful business practice and breaches the membership agreement.My wife bought me a 3 month/3 massage gift certificate. I had not used all the massages when the 3 months expired and when I called to see if they would give me a 3 day extension they refused (they dont care much for their customers). The lawsuit states that members now have up to 60 days to use any unused massages, yet when I called again to schedule for my unused massage the manager refused to honor this entitled massage (which is entirely against the lawsuit terms and shows again that they could care less about customers)Clearly this location is more interested in profit from massages that are paid for and not delivered than in happy customers. There are many more reputable massage providers in Boulder. I would not bother using this one.

Victoria was the first therapist in Boulder that was able o identify tight areas and address them specifically without feeling like she just had to finish a massage and just rubbing my back.

She massaged my face and was careful around my eyes, but it was deeply cleansing, which is what I needed.

Convenient. A little pricey but oh well.

Hidden fees for cancelling even when they dont pick up the phone which is all the time

Focused on areas that needed extra work (knots in back) but still managed to complete a full body massage.

The employees, as well as the manager Taylor, were extremely rude to me and charged me for an appointment that they scheduled for the wrong day and then called the wrong phone number to confirm my appointment. Even though it was clearly their fault, they still charged me for missing the appointment. When I called about the charge it took four days and five phone calls to finally get in touch with the manager who was rude and was also not accommodating. This was some of the worst customer service I have ever received.

Jillian is just a very talented massage therapist.

Great pressure on area I needed to work on

Trip gives an excellent massage, consistently!

Amy worked on an area of my lower back where I had been having muscle spasms and gave me a great deal of relief.

She went hard enough but not too hard. really relaxed me - felt good today too!

Hannah worked the areas that were sore and tight in a way that was not painful and even showed me a few stretches to try and loosen my shoulder area

Its very frustrating to go for a message and feel so frustrated that I want to get up in the middle of the massage and leave.Today I asked for my whole body to be massaged but some parts seemed to have been neglected or not massaged much.Had some good massages but unfortunately had a lot of bad ones, such as todays!