I made an appointment for an hour massage. When I showed up to my appointment I was taken back to the waiting room. I continued to waiting for a while. Finally someone came back and told me they couldn’t find my massage therapist and they were not answering their phone. I am beyond frustrated. All they did to fix the issue was give me credit on my account to come back. The employee, Mike, who was a no call no show should be fired! I have been through so much this year including the very recent death of a parent and was really looking forward to this. Seriously beyond frustrated and just want to cry right now. I’ll never be returning.

I would give 0 stars if I could. This is definitely the WORST experience I have ever had at a massage envy! First of all, the day before this incident they cancelled my appointment 1 hour before I arrived. I was already on my way. I was gracious enough to reschedule with them, when I came back for the appointment, they didn’t have a wedge pillow to accommodate my GERD which upon my booking I explained and specifically asked to be accommodated. I cannot lay flat on my back my head has to be elevated. I asked to be rescheduled so that I can go home and get my pillow but was told by Angie the so called district manager who LACKS COMPASSION, EMPATHY, CUSTOMER SERVICE… I would need to pay for half the service regardless. Despite being told I would pay for half the service, she immediately charged my card on file for the full service and not for half service that she said …so apparently she is a LIAR as well. I confirmed the price yesterday with the representative and was told because I am in the system my 60 minute massage would be $63 and a 90 minute $113. This is totally unacceptable, unfair, bad service and bad for business!!!!! I left literally in tears and this woman could care less! I will not only dispute with my credit card company but will be contacting everyone I possibly can with Massage envy to let them know about this incident! This is not the way to treat customers.

I canceled my membership a while back since I stopped getting regular massages. Though, I was still willing to pay the non-member rate for massages based on fairly good experiences I’ve had at St. Matthews & even better experiences at the other locations. However, this location has always been a hit or miss in my experience. Lately the price has not matched the service. My last couple of therapists bed side manner & level of professionalism was seriously lacking & not relaxing at all. Each therapist I’ve recently seen failed to listen & honor my desired massage pressure—I already feel sore from today massage. Also, the attention to detail & technique was extremely poor & very disappointing. I voluntarily ended my session early & wanted to end it 20-mins sooner but didn't want to be rude or pushy yet that same level of professionalism & consideration was not provided to me when I expressed the pressure was too much. I actually could not bare to tip this last session & I ALWAYS tip, usually in cash, so it’s not taxed for the therapist but this was awful & should be corrected for future clients. I have such a respect for therapist & the physical labor that they endure but again, this was *awful* especially for what I spent, such a waste of time & money. & My review rating is quite generous given todays experience. Maybe try the other locations but I can no longer confidently recommend the St. Matthews location for massages.

I’ve been a member for 14 years and the staff and therapists are amazing! Eric, Adam and Gerald really listen to your needs and get to the issue you need addressed. I love the online appointment app also!

Let me tell you... this was not a giggles and facials and bridesmaids visit. Poor Luis had to use every bit of his board certification on my disaster of a back and shoulders! I've been a hot mess for months, arguably years. I've seen doctors and specialists, had x-rays and MRIs. No one has been able to help me like Luis did in one hour. It was as painful as going to intensive physical therapy, and I'm still sore today... but I can already feel substantial difference in my body. I thought my pain originated in my low back, but it was almost entirely around my shoulder blades. Luis found my problem area and carefully worked on it with surgical precision. Why massage therapy isn't considered a legitimate healthcare practice I will never know! I will absolutely be back in a couple of weeks. Luis is amazing and if you need serious work done, he's your person!

Scheduled a massage over a week out for my girlfriends birthday. Had it all set up for her... day of - thirty minutes before the appointment I called to make sure everything was set and the desk person who answered said.. "ohh wait..im sorry - ur massage therapist got hurt and can't do the massage.." We live 45 minutes out of town and she was 10 min from the store when she had to turn around.. ill never go back!!!!

Patricia at St. Matthews was the absolute best massage therapist I have ever had. I came into the spa with my shoulders to my ears from chronic stress. I left the massage feeling like a completely different person. I will recommend her and this location to everyone I know!

If I could leave 0 stars I would! The massage therapist was great! Very professional and gave a good massage. However, the customer service (or lack thereof) from the front desk staff left a lot to be desired. Check-out was a complete and epic failure, with not even a slight attempt to provide the bare minimum or even a mediocre level customer service. I have been to all of the Massage Envy's locally and have even visited other locations while traveling and I can say with 100% certainty that this was our worst customer service experience and we will NEVER return to the St. Matthews location.

Every massage therapist who has worked with me at Massage Envy has done an excellent massage, whether it is for pain relief or simply for relaxation. Kimberly was the latest therapist I saw, and her techniques were wonderful. The staff is friendly and the facility is clean and modern. I have been a member for 8 years and it is money well-spent!

I have had a catch in my back for weeks…nothing had helped. My sister gave me her gift card for a message and when I called for an appointment they suggested Chandler. He explained everything down to what muscle was hurting! He made me feel extremely comfortable and the conversation and communication just flowed! I have never had a massage from someone so professional and knowledgeable! And I walked out of there with NO pain in my back/shoulder! I’m seriously considering getting a membership all due to him and his impressive ability to listen and focus on the problem and his easy going personality and communication skills! Extremely pleasant experience from the time I walked in the door and met Gabby at the desk! I highly suggest this location! If I could give 10 stars I would!

Nicole has a terrible attitude and is very rude to clients. Do not recommend her as a therapist. She is rough and does not take pride in her work. Everyone else has been great.

I had the BEST massage of my life by Eric, he was fantastic! He listened to my areas I told him to focus on, he provided the right amount of pressure and continued to focus his attention on my areas of tightness that desperately needed relief!!!! I’m looking forward to my next massage already and I just left!!!

Nicole was phenomenal. I have a shoulder that needs deep tissue work and causes me pain daily. She also worked on my lower back, as I struggle to sleep through the pain. She is now a mainstay in my routine.

Eric did a great job! My back/neck feels so much better! Highly recommend!!

high last minute cancelation rate by staff. Poor customer service. Manager who doesn't understand it is harder to find a new client than to keep one of 12 years I see your response.... would be happy to discuss in more detail with you, but not sure how to get ahold of you. Manager at that location was polite but not helpful at all

As it turned out, my appointment with Eric didn't happen. I am a member who pays the $75 monthly. I showed up, got checked in apparently successfully by the desk clerk, and waited like normal for my time. After almost 45 minutes, I went to the front desk to ask about my appointment and was told Eric wasn't there and that the online app should not have allowed my appointment in the first place. I understand that things can happen, but I would think that the front desk clerk would know if Eric was not there in the first place and why would it let her check me in? On top of that, no apology from her! She just sat down there and looked on her phone. Nice customer service St. Matthews! 👎👎

Love Massage Envy! Been going there for a couple years for massages and facials. The staff at front desk and the therapists are all very good. It's my happy place!

Arrived on time filled out the paper work, they took me back to the waiting room area . waited 20-25 minutes and nobody came to get me, at this point I decided they wasted enough of my time so I left. front desk people had no explanation on why nobody came out.

Kelcie is by far the most amazing esthetician and spirit I’ve ever had the chance to work with. She also gives amazing tips to keep your skin on the right path between facials.

Eric ground out knots I didn't know I had. Highly recommend! Keep it brief at the counter- professional and courteous staff, but again, professional (cool and business like in demeanor- NOT a bubbly spa environment).

Kelcie did a facial for me and it was wonderful. She took her time and I left with a glow. Will definitely see her again.

Memberships are an absolute scam, if you build up your account and cancel your membership, they charge you $25 a month or you loose all your money that is in your account. I've talked to the Manager and she acted like I was crazy for being upset...

rude staff, my original masseuse said she doesn't massage men even though I've been on the books for months. They started late and then they hurt me during my massage, they created a problem with my leg and now every time walk I have serious pain.

I came with a friend and she didn’t get to have a massage and had to wait for me to get done. The only good thing about my experience at this location was my massage and my massage therapist, Melissa. Shout out to her! On the other hand, there’s no management or empathy for staff shortages. The therapist my friend was scheduled with was a no call no show. His name is Mike. You would think the staff would ask if we both wanted to reschedule because we RODE TOGETHER and they knew that. So her time was wasted. Very rude and unprofessional in my opinion.

My first visit and it was amazing. I booked with Holly and she was so incredibly sweet and attentive. She listened to what I needed and understood the areas that I needed to target, as well as which areas were really sensitive (like my shins). Would highly recommend this location, and especially Holly!