Horrible customer service. Appts would get moved/cancelled without my knowledge or consent. Had a membership with the company for a few years and have been so disappointed with the customer service as of the last year and a half. Front of house staff are cold and unhelpful. The new manager Brent is unresponsive and unfriendly. Frequently communicates by proxy. Extremely disappointed and happy to cancel this membership. DO NOT JOIN. Save your money! Go elsewhere!

I did not have a good experience on the back end of my massage. The massage therapist, Lauren, was fantastic. Unfortunately, one of the customer service reps/receptionists at the desk put me down for a rescheduled appointment that I did NOT make. Their automated system then sent messages that I ignored because I thought they were for marketing purposes. The manager, Brett Hardwell, was extremely unhelpful. He didnt even investigate what happened. Only communicated (through proxy) that it somehow must have been my fault. Similar to another review I saw for this location, I wish I had seen the negative reviews because I would have avoided this location like the plague.

My wife had been complaining about back problems when sleeping. She then asked me to take her to massage envy where she could fix her back problems. She came home and told me she had her back completely blown out. She was so satisfied with her massage that her legs wouldnt stop shaking. For days after she would talk about the employee that massaged her in her sleep, moaning the name Don over and over in her sleep. She hasnt complaned about back problems in months and she goes there every weekend.

Difficulty canceling even after fulfilling contract. Staff give the run around and “take a message” with no ability to cancel unless it’s a manager.I called for 2 weeks prior to attempt to cancel. Manager doesn’t return phone calls or emails in a timely manner. After receiving a verbal confirmation over the phone via a 3rd person somehow my 12 visits expired the next day. I had just received a massage. Thankfully a more professional manager at a different location was able to assist. Bad business practices for a company with previous lawsuits.All I required was a confirmation of cancellation so I could keep track of my 12 visits and use within the time frame as well as ensure I wasn’t charged again. Worst mistake I made to was to get that membership.

I had a wonderful time here. Steve was excellent. My feet feel brand new.

DO NOT SIGN UP FOR A MEMBERSHIP- they will keep you in it against your will. I have been trying to cancel my membership since December, a full year since I started. I have been very disappointed in the customer service I received. I called the store over 6 times and every single time I was told that the manager was not in, and I was promised that I would be called back in order to process my cancellation that day. I was not once called back by the manager in all 6 times I called. The last time I attempted to call, the receptionist told me the manager was right next to her, and she would transfer me to him, and then minutes later she came back to the line to let me know that he actually was not there, and she promised he would call me right back. I feel like this is a scam to keep people in their memberships and it is very unprofessional and possibly illegal. Due to health issues that have kept me at home, my husband finally went into the store and was given this email with a form to fill out. I do not understand why I was led on for 4 months if all the receptionist had to do was email me a form. Why was the manager required to talk to for this? I wish I had read these other terrible reviews so that I would have known how difficult it would be to cancel my membership- Ive been being charged $70/month for something I cant even use. At the beginning of the pandemic when I was quarantining at home last year, I attempted to freeze my membership which is a right that you have when you sign up. They unfroze my membership a month later even though Covid was no safer and I was still not leaving my home. I have never written a poor review before, but this shows how bad this experience has been.

(disclaimer, I am fully aware of Covid-19 and understand that requirements to enter a building should be strict) I had a 12 oclock appointment on a day where it was a balmy 95. The handicap spots (disabled veteran) are quite a distance from the door to the establishment. I have severe foot pain so walking anywhere is a chore. When I entered I was immediately told to step outside. okay...then the representative tries to read my temp with a thermometer. She tried my wrists (I saw the readings they were 102, 104, 101) she also tried the temple of my head but I was wearing a baseball cap...didnt stop her from trying. She couldnt get a reading under 100degrees. So she instructed me to return to my vehicle...cool down and she would call when I could return and try again. Mind you the walk to and from is about 65feet one way. I immediately ran this scenario in my mind and it didnt make sense to walk back to my car in the handicap spot...wait...and then return walking the same distance (in what would have been hotter weather) from an air conditioned vehicle (which was the same when I initially tried) and return to the door with the same thermometers sitting in the sun on a table inside. I pleaded with the representative stating we both know its equipment malfunction, I dont understand why going back to my vehicle will help the situation. She went on about its our policy. Frustrated with that answer I said to just cancel the appointment. Her immediate response was we will still have to charge you 50%. She could have said a million other things to try and diffuse the situation, but she didnt. I then asked to speak to a manager. She stated her manager was inside and that she would get her for me. I waited outside in the heat with no shade for about 5-6mins, only for her to come out and tell me her manager is at the post office and she walked. Insinuating it would be a long time before her return, and basically brushing me off. I shouldnt be charged because I was there and NOT SICK and wasnt allowed to enter the building. Its not MY fault their customer service skills lack the required attention to satisfy a long time members access to the building. Its been almost an hour now and still no phone call from the manager about a disgruntled customer who wasnt allowed access to the building because of equipment malfunctions. I dont blame the employee, I blame the lack of customer service training. Times are hard, It was a struggle just to convince myself to indulge with a massage knowing its money I dont have and now youre going to charge me 50% of a massage I didnt get because you wouldnt allow me to enter the building. Still waiting for that phone call.*UPDATE* I called them, spoke to the manager...and they continued to place the blame on me because I cancelled the appointment and left. I waited in the parking lot for 10minutes before I left. Also, there is a corporate wide policy about putting freezes on the account. This is where you only pay $10 a month and you can either use your saved up massages or there is an option where you can not. They are called Freeze and Freeze Plus. The Freeze plus is the one where you can freely use your massages while the account is frozen...after all you already paid for them. I asked for the freeze plus option and the management told me in an email that they do not offer this option. ONLY the freeze option. I have over $800 in services in the que. I called another store to make sure this policy should be available for everyone and they concurred. They also tried calling the location to ask about the policy and were told the same thing! This location is awful, always has been since it opened. Oh, and they charged me the full amount (not just the 50% they said they would charge) for the massage. I hope this review helps you when you are making a decision to use this place. Just look at all of the other poor reviews based on customer service for this location. I am shocked that Massage Envy allows this happen.

The manager here was very helpful.

I use to love this location but since this pandemic their customer service has become the worst!A few months ago I asked them to cancel my policy because just like everyone else the pandemic hit my husband and myself hard; I was told they couldnt cancel but could only freeze the account (still had credits also) fast forward to earlier last month ( November money starts being taking out my account) for the month of December I ask them to cancel my membership once again the manager (Brent) tells me that he cant cancel my membership that I must pay get my policy active to cancel it. After multiple times of explaining to the gentleman that I didnt have the money hence the reason behind wanting to cancel he tells me to call back around January 4th to see what we can figure out. A few days after my conversation with Brent they charge my account for my husbands membership I immediately call speak to brent and tell him it needs to be cancelled immediately, he tells me yes maam no problem Ill get that processed for you then two days later the membership fee for myself comes out! I had been requesting to cancel this membership since April 2020 and it is now December 2020 and they still have yet to cancel anything. But Ive called other locations and were informed cancelling a membership due to the pandemic isnt a problem! This location needs to do better!

Giving this location a 1 because 0 isn’t an option. I was in town and had scheduled a massage 2 weeks in advance. Got a call from them the day before to confirm. They called me the morning of saying the massage therapist went home for the day and the only other option was to book with some man there who only does firm massages. Will never even attempt here again.

FRAUDULENT CHARGES! Dont sign a membership unless you want fraudulent charges on your account. Please see my story.On April 14, I received a text (screen shot attached) “Please respond “yes” if you AGREE to keep your membership active or “No” if you DO NOT AGREE to remain an active member.” I responded NO.I was still charged as an active member. Why would I be charged for something that the services where closed?When I tried to contact the manager initially, the receptionist told me the manager was really busy with other clients and she couldnt give out the manager email. Upon having to give what felt like a kidney to get the managers email address, I have yet to receive a refund.

I can’t believe some of these negative reviews, because I just went for the first time and honestly had an incredible massage with a lovely and skilled massage therapist. Front desk staff on point, and the whole experience was very relaxing and tranquil. Thank you Massage Envy.

My significant other went here a few times. Every massage therapist was below expectations. Will be driving to locations elsewhere.

Therapist was inexperienced, left lights way up, and talked incessantly. Will return but will definitely not request this therapist. Customer be aware and inquire about the experience and manner of the person youre working with. Disappointed that I wasted a 90 minute session for a mediocre and half hearted treatment with a bunch of chatter

I love this place. The best message in the place, nice and clean.

Ive never even had the chance to experience the massage portion of the business. I booked an appointment 2 weeks ago for them to call me the night before my appointment to tell me the lady massaging me would not be available. But thats it. There is no one else who can do my massage that day and there is nothing they can do about inconveniencing me. So now Ill have to find someone else who is available. 🙄

Be ready that online booking absolutely doesnt mean that you have a booking in reality! I have come today at 12 pm appointment that made through the Internet. I was invited to the waiting room after checking my last name and confirmed my appointment. I was waiting for almost 20 minutes when I just asked about myself. The administrator checked in the system again and said that there is no appointment with my last name now.Dear Management, You have so many competitors that just dont give any chances to yourself for back me as a client again!

I had a massage on Jan. 22. It was awful. I didnt even feel like i had one and Norma talked the entire time so no relaxing for me which is what I love! Also, didnt start until 5:06pm and she stopped at 4:54pm. I did not even get my full hour! I filled in the survey and noted all of this but never heard a thing. I guess they dont care.

Oh my, where do I start. I purchased my husband a massage as a gift. He thought he was going for a relaxing day. First he did not get a relaxing massage... he felt like he needed a day off after his massage because of how rough the lady was with him and how sore he was after. He also felt pressured after into purchasing/joining a membership. When I called to purchase the massage there was no mention of this. I told them my husband needed a day of respite and that this was a gift. I did not intend for him to be harrassed, come home sore and in need of ice packs. Im very glad that I did not purchase this gift for a friend or colleague.

Nice staff, very competent message therapists... recommend arriving early to find parking especially during mealtime since it is located in a strip mall. Food and shops around are pretty happening so allow extra time for a meal and shopping post message

Had a great experience. I was feeling pain in my neck and shoulder, and came out feeling much better. Thank you Nicole.

I had a great massage with Carolyn today. I havent had one in years and needed some down time. She was gentle spoken, kind and courteous to my pains and working on the important areas, like my neck and back. I would definitely recommend her! Thank you so much Carolyn.

I had signed up for a membership which was for a year. I had only used maybe 3 out of the 10 I had paid for. Due to a major surgery I was unable to attend several of the ones that have been paid for. When I called and tried to make appointment I was told sorry but they have expired. Not sure how something that I paid for expired especially when I had major surgery and doctor orders or not to lay certain ways for 9 weeks. I will be contacting my attorney and would highly not ever recommend this place to anyone. They took my money and no service was performed

Made an appointment hoping to get some much needed relief from some heavy duty stress. My experience with this place has been more stress than the massage was worth. My biggest complaint and what is driving me to write this review is not only was I overcharged by basically double, but I was told it would be handled and it still isn’t. Weeks later now. I called several times over the course of the next few weeks and was told someone would call me back each time. On the third time I finally received a call from their number while I was at work and I couldn’t step away at that moment but they didn’t even leave a message with any sort of an update or anything. When I called back the manager had left for the day and I still have NO information about when I will be refunded the proper amount. I will not be coming back and I would never recommend this place to anyone. Save your money and your stress levels and go somewhere else!!!!

My daughters father-in-law, a 92-year-old retired physician, is now back in Peru. His feedback about his massage with Norma is glowing: he went in wearing a back brace (used every day for months) for severe spinal arthritis and emerged without the brace, all smiles.I too have been delighted with Normas care of my own arthritic neck- her knowledge and responsiveness to my input.NORMA-- highly recommended

My name is Marceshia Kelly and I just left from my appointment. I have to say that it was my first time getting a message and it was a wonderful experience for me. They have good customer service. They made my first time so enjoyable that i didnt have to think about becoming a member i signed up before i had left. Thank you for making my first experience a great one!

Do not sign up for a membership here. They will take your account off of hold without telling you, then refuse to give you any sort of refund leaving you hungry with your account in the negative. Terrible business and terrible customer service especially during a global pandemic.

The front staff are friendly and helpful. I have received a couple of massages there now, and signed up to get monthly massages. It is always good to take care of your body and have some time to just focus on yourself.

Massages are excellent. The FRONT DESK STAFF are awful. One lady hung up on me when i told her i would have to call back to confirm the appointment with my husband. The day of my own session another lady tried to scam me out of the balance on my gift card. I had made sure to check the balance before i arrived and once this lady “double checked”, lo and behold i had a balance. RUDE AND DISHONEST.

If youre struggling with skin issues and you dont know where else to turn. Go see Sonya for a holistic skin care experience. Not only did I leave with AMAZING skin I left with knowledge about my skin including my choice of skin care products and how I can use simple things from my fridge to keep my skin clean and glowing.

I am a long time client at Massage Envy and I highly recommend Erwin Square location. The service there is great! The staff is very friendly and nice. My massage Therapist Samir Salter is amazing !!! I highly recommend him for your next massage.

Here is my dilemma with this location. The massage therapist that I had last night is probably one of my top 5 to date gifted hands. I get massages often enough to know when Ive run across a gem! Unfortunately the massage table/beds at that location are so awful Ill never return due to this alone. I could not get comfortable to save my life during the massage. It literally felt like Im was laying on a flat wooden surface. With my neck and lower back issues I can not do this location again. Ive never gotten up from a massage feeling back pains the way I did last night, again I get massages often enough to know the standard!!. Massage Envy 9th street is not update with competitors for sure...I addressed this with the front desk ladies and they responded we appreciate the feedback?!?!?

The service was pretty bad. Dont do a contract. The receptionist crew our nice, but the massage/facial crew are mediocre. I had an appointment for a facial and they tried to pass me on to someone else that I didnt make an appointment with even though the other person was there. It was very awkward and then they finally allowed to cancel my membership after that poor customer service (I had been requesting cancellation due to bad service and relocation for months.)

I visited this location for my second and last time today. Each visit I experienced horrible customer service reps and the managers are unhelpful/useless. During my most recent visit, I scheduled my appointment via telephone and stated that I had unused massages that I wanted to redeem. I assumed all was well but when I stopped by the desk to check out, I was told that my sessions expired and I had to pay for my service. Instead mentioning that my sessions expired over the phone, which I feel wouldve been the logical thing to do, I had to find out after my session, which ruined my moment of relaxation. The only good thing about this appointment was the therapist, Jon. He has awesome hands and is really in tune with your bodys needs. Although Jon Is great, I WOULD NOT recommend visiting this facility. If you can, use the South Point, Brier Creek, or Chapel Hill locations because Ninth Streets is the worst!

Wonderful environment and friendly staff. Every massage therapist Ive had so far has been amazing.

The best spa in town! The front staff and massage therapists are all excellent and professional. I have always had a great experience with every therapist I had an appointment with. April W. is the best! I would recommend this spa to anyone who asks.

Ever since I got a membership here I’ve had the worst experiences. I really wish I would have read the other reviews before decided to come here in the first place. LESSON LEARNED.Horrible customer service and much unnecessary attitude. When I called to calmly and politely voice my concern and share my previous (bad) experience in hopes that there will be understanding, and clarification I got cut off and asked “so what are you trying to do now?” in the middle of me explaining what I hoped to be done (correctly) this time around.Additional charges that are not told upfront!!!!If you want to relax, DO NOT CALL/VISIT HERE.

This place has terrible customer service. I don’t know if it’s a lack of training or if this is the culture of Massage Envy but I found the Ninth Street location lacking severely in the area of customer satisfaction and customer appreciation.I received a gift certificate for a massage at this location as a Christmas present from my husband. Although someone called the day before my massage to confirm the date and time, it was to my dismay when I arrived the following day to find that my massage had been cancelled! Mind you I live over a half hour away from this facility and made the appointment on my day off!!No provisions or suggestions were made to rectify this error other than to reschedule the appointment or get a facial as if this was a common occurrence: I stressed how inconvenient this was for me especially driving in from another city but it didn’t seem to matter. I determined after dealing with the staff that I in no way wanted to return to this establishment. I called my husband and he immediately asked for me to get a refund of the gift certificate while I was there and since this is nowhere near where we live. The response to this request was that the staff at the front desk was not authorized to do refunds because they were not “managers” and there was not a manager on duty. This day went from bad to worst!My appointment was at 3:00 on a Friday which is apparently not a time that either of the managers work. I was told that they would make a note of my issue and that one of the managers would call me the next day! That NEVER happened!! My husband called the next day and after detailing the reason for his call as prompted with the receptionist, when he asked to speak with the manager he was made to once again repeat the entire scenario once the manager got on the phone. She then proceeded to act as if she was completely clueless as to the reason for the call; this after we spoke in great detail with at least 3 staff members concerning this issue.The manager listened in a matter of fact manner and agreed to refund the credit card for the purchase of the gift certificate. I further expressed my displeasure and frustration at being inconvenienced by having to drive literally over an hour round trip and asked her how this happened to which she replied “I don’t know”. The customer service in this location is terrible! I will never go to this location or another Massage Envy for that matter. The overall experience was one of the worst that I’ve encountered with any business in response to an error on their part. While this cookie cutter approach to service may work for some; I will be patronizing spas that have a customer satisfaction mindset in the future. I would really hate for anyone to have to endure the kind of experience that I had at the Ninth Street Massage Envy.

My man John got me feeling right.

Mad because they were closed before they were suppose to be

Experience was awesome everyone was nice and helpful. Amber was awesome friendly , and did a great facial. I was impressed will go back.

I signed the contract on false hopes of thinking I could pay $59.95 a month and get as many unlimited massages through out the month. Total lie its $39.95 each time. I am glad I didnt get my mom to sign up. DONT WASTE YOUR TIME OR MONEY

Norma is awesome! She does a fantastic job working on aching muscles!

Very relaxing, welcoming environment. It was the perfect way to de-stress after a long week. My massage therapst, Carey, was wonderful! I will be a frequent visitor. Highly recomended!

Relaxing atmosphere and friendly staff

Really good massage regardless of the masseur or masseuse.

This place has terrible customer service!!! the worst please go to southpoint

Great people Great Massage relaxing while invigorating

I had a great massage and facial.

Professional and great service