Massage Envy review: Message received wasn't what I asked for

I booked a massage for my mother-in-law 3/23 at 3pm at the Grand Praire TX location. When booking I asked for a super deep tissue massage by an experienced therapist in pain management and sciatica. I said my mother in law is not petite, has weight and is 71, she wants a very deep massage and stressed this. I was told the therapist is as deep as they come and very experienced. Her massage therapist while nice and talkative was not at all deep pressure. She was very light, didn’t massage her full body (legs or feet) even though we asked for it and didn’t give water at the end of her service. Very disappointed in this location. I was very clear and specific at to what she needed to manage pain and this service left her feeling the same as she came in. They talked most of the session. I’m requesting a refund or complementary massage to make up for this.