Massage EnvyReviews of massageenvy.com

Today I went to the Lake Nona Massage Envy location for the first time, and unfortunately I had a terrible experience and will not be back. I originally scheduled an 8:00 p.m. appointment today, Friday, July 17, and I showed up early and came into an empty lobby. I thought that somebody may have just stepped to the back momentarily, but I was up at the front for at least 10 minutes before anyone even emerged to greet me. My massage therapist, Kayla, did not come out to get me until at least 5 to 7 minutes after 8:00. By the time we got to the room, I changed in about 1 minute, but she took at least 5 minutes to come back into the room. That means by the time she actually started, it was at least 8:15 p.m. I told her that I would like medium to firm pressure and that I only did not want my scalp massaged. While she verbally did not come across as rude, she did not at all ask me along the way if the pressure was fine or how I was feeling. She was also rather rough with any transitions, such as repositioning my arm or head, and she would not tell me in advance what she was doing. She would just sort of do it, including nudging my head to the side in a manner that was uncomfortable for me. She also did not give me any kind of warning when she was removing the foam supports from under my legs and just unexpectedly and quickly pulled them out from under me. Her pressure was also not what I asked for, being closer to light to medium. The experience gave me the vibe that she either did not want to be there or she was trying to rush through it so she could leave. Additionally, even though I said I only did not want my scalp done, she did not do my feet at all and told me that the massage was over. I thought that meant that we had run well over time, but when I got up from the table I immediately looked at the clock, and it was only 8:53. That means that I was charged for a 1-hour massage that only lasted less than 40 minutes. To make matters worse, the entire time that I was in there I could hear very clearly the voices of males and, at times, at least one female employee laughing and having casual conversations in a loud manner that was not at all relaxing and not what I expected employees to behave like in a massage place. When I got dressed and went out to the front, the receptionist, Iliana, asked me how my experience was, and I asked her if she wanted an honest review. She said yes. I proceeded to tell her everything that I am putting in this review, and she was nice and apologetic verbally but basically said that there was not really anything that she could do, other than let her manager know. She then proceeded to collect the full amount for the 1-hour massage that I did not receive. Everything that I am saying can be verified by management if they check the cameras, so my hope is that they don't try to respond to this review and say that anything I'm saying is not accurate. I get a lot of massages at other places and came to this location because I had a gift card that more than covered the amount they charged me, so I have no reason to lie about any of this. It's the principle of it all. I hope that management uses this to audit their night staff, provide some additional training, and figure out how to better enforce certain policies when a manager is not on site to monitor them. P.S. As I was trying to figure out how to post this review, I ended up seeing similar negative reviews about Kayla noting some of the same issues from a year ago! I also saw other negative reviews saying that they got way less time than the massage they paid for! Totally unacceptable!

Through the course of several years as a member, I have had appointments cancelled. I cancelled my membership and had credits remaining so booked, only to be cancelled because my therapist was not available. I asked to have my account credited for the month and was told that I have to go back to the location that I signed up. Solidifies my reason to cancel.

I was a member of the Escarpment Village Massage Envy location for three years. Because I travel frequently, I accumulate credits and use them in batches — not unusual for someone with a busy schedule. In September 2025, I called to check my remaining credit balance. A staff member informed me that my membership had already been terminated and that I had no remaining credits. I accepted this, especially since I had recently lost the credit card linked to the account. I moved on. In April 2026, I discovered I had been charged $75/month continuously — including every month after I was told the account was closed. That's over $600 in charges on a membership I was explicitly told no longer existed, with approximately 12 unused credits I had no idea I'd accumulated. When I called to report this, I was told the issue was resolved and that I'd receive a refund of roughly $900. That refund never came. The following month, I was charged again. What followed was a months-long exercise in being strung along: Multiple phone calls and in-person visits, each resulting in a promise that someone would follow up A request to email the location manager, Sarah Warren, with a full written summary — which I did, in detail. No response. Then, for the first time, I was told I needed to fill out a "cancellation form" before any refund could be processed. I filled it out immediately and emailed it. A week passed. Nothing. I returned to the location in person and — not my style — made a scene and demanded to speak with Sarah. I was told she was unavailable and to call back the next day. When I finally reached Sarah Warren directly, she appeared completely unfamiliar with the details of my case — despite the documented email chain. She then informed me that no refund would be issued because the cancellation form had only been processed later in the timeline. The same form they introduced mid-process, after months of other supposed resolution steps. No refund. No reimbursement for months of erroneous charges. No option to transfer unused credits. No acknowledgment that any of this was handled poorly. This isn't just a billing error. It's a pattern of miscommunication, broken promises, and ultimately stonewalling once it became clear the money wasn't coming back easily. The documentation exists. The email exists. The timeline is clear. And after writing this review, I noticed several others flagging the same billing and cancellation issues at this location. That is not a coincidence. If you're considering a membership here: keep records of every charge, every call, and every promise. You may need them.

I am truly grateful for the wonderful experience I had at Massage Envy Maywood Mart in Jackson, MS. The massage was incredible and left me feeling completely relaxed and renewed. Michael's care, professionalism, and genuine kindness made the experience even more special. From the moment I arrived, the entire team—from the front desk staff to the manager—made me feel welcomed, valued, and cared for. Their attention to detail and commitment to exceptional service did not go unnoticed. Thank you all for creating such a warm and peaceful environment. This location is absolutely amazing, and I look forward to returning. Highly recommended!

I signed up for a Massage Envy membership in 2006. In 2021, I moved to a new city. I cannot move my membership to the city I currently live in and I have credits to use. The location I prefer in my current city charges my a surcharge for not have my membership with their location. Now their website no longer shows my credits. And they make it impossible to navigate to the location I use in my current hometown if I'm signed into my account. If they tell you they are flexible and you can use other locations, it simply isn't true. They prefer their franchises over their customers. This is ridiculous and I have tried everything to resolve this. I'm out hundreds of dollars, but it is worth it to never deal with Massage Envy again.

Refusing to cancel membership when my financial situation has changed. I don't owe them money, they owe me from credits and I didn't even ask for that back I just requested cancellation and instead they want to hold me hostage. I called corporate and got a voicemail which is super shady, this is not okay, massages are optional not mandatory and my son comes first...no one can control what will happen in the future with their family. I would've been open to any amicable solution until they tried playing hardball mentioning the agreement. I was never told you could not cancel; no one would knowingly agree to that because life happens!

Purchased a gift card online that showed a promotion for Mother’s Day $150 gift card and get an extra $40. I usually go to a store by work to purchase the gift card and didn’t have time this year. Every year I purchase a gift card. This year I went online and purchase it. Never received the additional $40. Emailed support to find out it’s for in store purchase only. Asked for a courtesy refund and I would go to the store to buy it and was ignored. Received no reply. Deceptive! Never have I seen a website advertise a promotion that includes an extra and it’s for when purchased in store only. My fault for not realizing. Their crappy service for not extending a courtesy refund. Card wasn’t used. You bet next year I’ll buy a gift card to another business. Dumb way to lose a customer.

I have been a member of massage envy since 2005. PCRK group took over my location and is now not honoring the benefits that came with my contract/enrollment. I showed them my contract and all paperwork that came with it when I signed up. They (manager and area manager) have read my contract and taken it upon themselves to refuse the benefits of my membership. When I reached out to massage envy/PCRK to ask what my membership benefits were in their eyes- I received no reply. The bottom line was they decided not to honor my contract like they were tossing a coin in a lake. Highly disappointing when I had all my paperwork.