Massage Envy review: poor business practices and customer service

date: 7/22/19
I am traveling out of town - had some time in my schedule and my neck was tight so I thought I would call and book a massage.

I found a location I thought was close to my hotel so I called and booked a massage (picking from the 3 open slots they had available).

When I ran "walking" directions I realized I had booked at a location that was 3 miles from my hotel instead of the location that was 1.5 miles. I called the closer location and booked; then called the original location to cancel.

I was told by the original location that they would have to charge me 50% for cancelling the same day as the appointment. I understand if I had been holding this slot for weeks and then cancelled at the last minute. But this was an appointment I had just booked 30 min prior and now it was going to cost me to cancel. Keep in mind the only reason I was cancelling was because I re-booked at a different location.

I understand Brie on the phone is just following procedure, so I asked to speak to the manager. The manager name I was given is Catherine who unfortunately is out for several days dealing with a family emergency and there is no one with any authority there to assist me while I am in town for the next four days.

I have been with Massage Envy for over 10 yrs. My home location in Garland, Texas has amazing therapist and has such excellent customer service.

The ability to have services around the nation is supposed to be a huge benefit of a Massage Envy membership...this is the first time I have used that benefit and will be very cautious about using it again in the future.

I want the cancellation charge refunded because I have been a very long standing member with Massage Envy and when visiting somewhere else, should be given some reasonable latitude.