If there was an option to leave no stars I would do that! I am very disappointed in the quality of service that is offered here. I came for my birthday massage. I was told about cancellation policy’s etc at my time of booking the appointment. I show up 15 min early as suggested to fill paperwork. My appointment mind you was at 9, it’s currently 9:30 when I’m writing this and the massage therapist has not shown up yet. I told the manager that I needed to get compensated for my wait time. She said you’ll get an enhancement for your wait or I can re-schedule you for another date and time. I took time today to do this. It’s not like my time is not important. I have had to shift other appointments I have for today. I don’t recommend this place honestly. There’re not professional and treat customers as if we are whatever. I work in customer service and frankly this is not it.

I have been a member for 10 years and STRONGLY disapprove of the management of this site. The front staff are unprofessional and not courteous.. The feed you a lot of misinformation. The cancelled my apt 3 times minutes before I was to show. The last straw Natalie told me my appt was cancelled when arrived and snotty told me “ didn’t I get the text””. She ended telling me she gave me the wrong information and that it was not cancelled after I had told her multiple times my name and the name of the person who was giving me the treatment. The massage therapist and estheticians tell me privately that it is terrible there. The never stay. Don’t waste your time or money. The other kicker is try getting your money back or cancelling your membership . I asked for the number of cooperate. Natalie gave me the number of their IT department. What a horrible human

I wanted to leave zero stars but there is no option for that. TERRIBLE customer service. I made an appointment at 6:00 P.M. on a Tuesday for a full body massage. That Tuesday, I thought i was running a few minutes late so i checked online and it said they close at 9:00 P.M. weekdays. Great I thought I will be there right on time. When I arrived, I also checked the closing times on their door and it confirmed that they close 9:00 P.M on weekdays. I was then given a sheet to sign and led to the massage room without any further mention. After barely starting the massage the therapist goes like I cant continue because they don't allow us to work past closing time of 7:00. I replied that online and on the door the closing time weekdays is listed as 9. You have to speak to the front desk she said. Well the front desk was not just useless but also rude. The lady insisted they close at 7 even though I pointed out the 9 PM closing time on their own door and online. Sorry we close at 7 was all she said. Well no worries cause I am never coming back. Told all my friends and family. Ripped me off of a one hour massage! Save your money honey you work hard for it.

The massage was great! But the carpet in the entrance was dirty, I seemed nobody had vacuumed or swept in days! Sad that the girls in the front did not care at all when I mentioned it!!

I have a subscription with Massage Envy. My partner and I got a couples massage for the first time and it was amazing. One of the best experiences. Our therapists were very intentional with their technique and catered to our bodies.

Masseuse were great but overall would not recommend membership. Appointments are hard to come by, get canceled last minute and the customer service is not the best. Their online booking system is faulted yet there is no concern when you mention there is mistakes on their end. I was told I had credits left and after an appt was told I did not and had to pay. There was no way I was told of seeing what I paid for and what I was used. I don't feel welcomed when receptionist are on their cell phones when I am checking in or checking out, that should be saved for break time not while on the clock. I am disappointed it did not work out, there were too many things that did not go right.

$300 in gift cards.. Appt made around noon for me at 10am the next day and my spouse at 11 am. Showed up for mine and was told that spouse canceled cause masseuse will not do men due to religious beliefs. We came together (both in our 8o’s) and only one car. Informed me that receptionist not informed and apologized,. Cannot reschedule as live in Wyoming and flight back is next day. No ME where I Live. They have black listed me due to my anger and after reading the reviews I can understand why. Not the only angry person So why does a hands on service business: Hire a person who will not provide a hands on service to a male Not inform their employees, especially those scheduling appts, of this policy Not give us the courtesy of a timely phone call to inform us. We got home at 11am and found a msg at 10:54 re cancellation After the fact since we had all ready been told when we showed up at 9:50am but not before. A small plus, when I made the appt in person the day before there as an opening for a facial and I took it. Very enjoyable but not enough to make of for the incompetance

I just wanted to take a moment and acknowledge and thank the manager Imani and her staff for their compassion and genuinely caring. Today my our daughter received tragic news while shopping next door, she was devastated, overwhelmed, in shock and distraught. Imani brought her inside to her office and reached out and called to us to concerned about her being upset, alone and didn’t want her driving and asked if we could come get her.. she let her stay in her office until we arrived. I’m not sure why the bad reviews for customer service because I haven’t personally had service there but if what those ladies did for a perfect stranger is any indication of how to treat others - then that’s how it should be done. Thank you Eastlake team Massage Envy for what you all did today, caring and going the extra mile, it means so much. Blessings