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Massage Envy / customer service

Mb Review updated:
Contact information:
Phone: 386-523-2828

I purchased 3 visits for my husband, two of which he was able to utilize. However, on the date of the 3rd visit, he totally forgot, and when he realized it at the time of the visit, he was not able to make his time, so he called and was told he could reschedule, but the
fee was eaten up and he had only $1 credit towards the visit. Since he enjoyed his visits with Heather, he bought me 3 visits with her.
I called and spoke to Lisia about our concerns and disagreement with the spa taking the entire amount of the visit owing my husband.She referred me to Becky, who she put me on hold for, this was lengthy, then returned and said she was not available, but
she was in charge and would call me back. Two days later, not receiving a call, I called and got Becky, who was rude. She said she
heard the story, but couldn't help, this was a problem for the manager. I had to push to find out the manager's name was Chantel
and she was away on vacation. After several minutes of rudeness and threatening to complain to headquarters, she told me Chantel
would call me back on Monday. I spoke with Becky 4/12. To date, I have not heard from anyone.(4/27) This "too bad" attitude is
totally unacceptable and needs to be addressed, plus this so called Manager, Chantel, needs a lesson in professionalism...a return
call to a customer and front desk professionalism is what you see and hear first. In addition, I would like to know how your policy
eats up the whole amount of a visit, but most importantly, I have family and friends that use Massage Envy in different states which
is how we were directed to this place, and I am sure, they will not be happy when they hear about our experience based on their
referral. Please look into this matter. I will file a complaint with the Better Business Bureau if I don't get a response, as I am
very dissatisfied with the customer service in this place.e9

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  • Li
      16th of Dec, 2010

    Make sure you get the Name of the person you spoke to over the phone each and every time you make an appointment and they tell you anything. SEVERAL times they told us one thing on the phone and when we got to the location and went to pay things changed. I have had nothing but issues with this place and will not return there again! The massages were OK but every time I would try to go back to the same therapist they would be gone! high turn around with the therapist. They really need to train the front desk employees better. We also had a issue in the beginning and wanted to talk to a manager the manager was never in and never returned phone calls.

    0 Votes
  • Ma
      28th of Dec, 2011

    Ever since I signed the contract, service has been mediocre at best. All they care about is getting your money. There will be 3 peole at the desk and you have to wait until they stop staring at their computers for acknowledgement.

    0 Votes

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