Massage Envy – Hollywood

Extremely poor customer service! I received a Gift Certificate for Father’s Day 2015 and tried to use it today ¹⁰⁄₂₅. It turns out it has already expired and nobody can assist me with this situation as a possible first time customer.
Not even a first time but for sure last time customer! The lady at the front desk at this Hollywood FL location said there is nothing anyone can do but she will be happy to take my credit card info and setup an appointment. I’m sure she will! There was no «I apologize for the inconvenience», zero empathy of any sort. In fact, very quick to dismiss Gift Certificate and take credit card info. This is not the kind of customer service I expected from Massage Envy. I will be sure to spread the word about the level of service or better said «lack thereof» provided at this location.

So I came to Massage Envy because of a friend gifting me a gift card almost a year ago! I finally had some time to use it after I remembered I had it.
Let’s start by the call to make the appointment. I called at around 5pm on a Wednesday. I was placed on hold twice. The second time after I had given all my details to a rep another rep got on the line and had no idea what was going on. I proceeded in stating I was holding for my confirmation for Tuesday at 8:45 and she stated it was already booked. I advised well I was waiting for a confirmation maybe that’s my reservation, which wasn’t but she was confused with AM/​PM. I finished the giving the details call took about 10min. I believe it shouldn’t have taken that long.
Now to the day of the message. We arrived to the location (5 min late but I did call in advance to advise was running late, they were okay with it) and there was no one else there besides two receptionist and two massagist that I saw. When we arrived we were advised to take a seat and the receptionist approached us with forms and the offered tea or water.
The forms were pretty easy to fill out formal questions. But I didn’t like that the water was given in styrofoam cups.
After we completed out forms we were then escorted towards the back where there was another waiting area. Which we didn’t even wait 30 secs.
Now to the massage. I booked a couples full body massage since my hubby and I were going to be off on a weekday together. When doing the reservation I did advise them that my hubby was pretty big and muscular. They said no worries that they had just the right person, which brings us to Cassandra.
Cassandra was very welcoming, she did seem pretty small to massage my hubby but she used her techniques and he was very pleased with his massage. But next time he did recommend that I book him a male massagist. Since he’s received massage preciously from a male and stated was better since he was able to actually go deep into his muscles to release tension. Also he needs more time because he’s so big to be able to actually get his full body and release all the tension.
Now to my massage, Miladys. She was excellent! I have a lot of tension on my shoulders and she was able to relief every single one of them. She was very professional and new what she was doing. I wouldn’t mind booking her again!
When the massages were done at the end we were hit with the sales pitch but my hubby is very intimidating when it comes to sales and he says no once. That’s it! So we were out of there pretty quick.
Wouldn’t mind coming here again but preferably looking for a spa with more amenities. Which is why I gave this place four stars.

I have been coming to this location for years. Jodi, my massage therapist is INCREDIBLE!!! She is so good I almost don’t want to name her b/​c then it will be harder than it already is to get an appointment with her. She is good at what she does and extremely passionate about it too. I have always had pleasant exchanges with the front desk ladies as well. Looking forward to going back in a few weeks.

This was by far one of my favorite experiences with massage envy. I’ve been a member for years but this was my first time at this particular place. The ladies at the front desk were pleasant, helpful and knowledgable. I had a couples massage and it was so nice, relaxing and we really felt like they catered to our specific needs. We greatly appreciated that and can’t wait to come back!

I received a gift card for Mother’s Day. I was greeted by a very friendly, yet sales driven employee. The one star is for the massage. The massage was professional and felt great. Once I was finished I was very relaxed and then here it came. The sell. Really? Nothing like ruining a great massage with «so let’s get started and sign you up». «Why don’t you want to join today?» Really? Uh because I am tired and just want to go home and relax. Maybe I am wrong but I thought massage was for relaxing not prepping a person so you can take their money. I was also very offended that their was a recommended tip sign. This place would get no stars from me if it wasn’t for the cleanliness and great massage.

Here’s another warning!!! And the 1 star is ONLY because I like Meledes as a therapist. My boyfriend PREPAID 12 massages for me in December 2013. Through the year I have used them for massages (I was booking 90 minute to 2 hours at a time, so I’ve only visited on 4 – 5 occasions). About the 3^rd try I found a therapist that I really liked (enter Meledes).
I called yesterday to make an appointment for my final massage. Apparently, it EXPIRED on 12÷17÷14. Jasmine (front desk receptionist) explained to me that my membership (even though I didn’t have a membership — we paid UPFRONT for 12 massages) — and I would have had to have used my final massage within 30 days. So, using her explanation, that meant I would have had to have used it by ¹⁄₁₇ (assuming I was a member). I called on 1/​22, so I was late by 5 days (according to their supposed expiration policy). I asked to speak with the manager and was informed she (Jennifer) would be in today at 11:30.
I called Jennifer about 12:30 this afternoon and told her I had spoken with Jasmine yesterday. Jennifer attempted to explain that my membership expired (so now I AM a member) and that Jasmine was incorrect in telling me that I had an additional 30 days to use my massage because that is a courtesy only extended to members (now I’m NOT a member — I can’t keep track!!)
She did inform me that if I wanted to reinstate my membership (I’m back to being a member!!) I could pay $ 59 on a month to month basis and then my «expired» massage would be back into play. WTH!!! You want me to pay $ 59 to use something that has already been paid for!!! And then get caught up in some contract BS that I would never be able to get out of!!!
After going back and forth, Jennifer told me she would need to speak to her Operations Manager. I asked when I could expect a call back; she said Monday (after some silly conversation about when the Operations Manager comes in – sometimes on Saturday, sometimes on Sunday and, of course, when Jennifer would be working — sometimes she comes in at 10, 11, or 12 — depending on how busy she is – to which I asked «so I guess I’m not getting in this weekend?» Jennifer’s response was «we are completely booked and have no availability this weekend anyway.» Alllllrighty then.
Hung up with her… expecting a return call on Monday (which would have been 1÷26÷15) and for the heck of it, had my girlfriend call to see if there was availability to get a massage this weekend. «Of course,» said Eden, «we have plenty of availability; what time would you like to come in?» My girlfriend said 3pm tomorrow. The receptionist asked whether she would like Meledes or Fawn. My girlfriend said that she would call back as she realized she may have a scheduling conflict.
I wasted no time to call Jennifer back to let her know that I now know that there is plenty of availability tomorrow and that she had flat out LIED to me. Jennifer’s response: «we have certain times for members and certain times for people who aren’t members.» WHAT!!! No one asked my girlfriend if she was a member or not. SUCH BS. If there is anything I hate… it’s a liar. Please understand being lied to is my BIGGEST pet peeve and while I had no intention of paying the $ 59 to get my massage back — and wouldn’t have felt comfortable going back to them at this point anyway — THIS TOTALLY SEALED THE DEAL for me.
I did tell her that I would be writing a review and told her I would wait to hear from her on Monday after she had the chance to talk with her Operations Manager. Half hour later — Jennifer called. Twice. I returned her call and she told me that her OM told her she could extend my expired massage for 1 week. So now I have until ¹⁄₃₀ to use it. I asked her to please have her OM call me on Monday.
I just hung up with Paula — the OM. It is her day off today, but she called me anyway. She was very apologetic about what had happened (I gave her the 45 second version of the story) and gave me TWO weeks to use my already paid for massage and she would include a service enhancement. She also offered another location for me. She said she appreciated my bringing it to her attention — otherwise she would not know what goes on in her stores.
While I appreciate her trying to make it right — I am not happy and at this point — want nothing to do with Massage Envy — especially this location.

I absolutely love going to this location because I have such a great therapist. She’s wonderful, and very knowledgeable. The front needs work. They never seem to have copies of forms or maketing materials and no one seems to care. This frustrates me to no end. So I’d say whoever manages the reception area is comepletely unaware or they shouldn’t be in customer service.

Stay. Away!
You have been warned. I came here for the introductory $ 49 dollar massage. It was supposed to be one full hour. I waited for about 15 minutes for the masseuse (OK, no big deal, it was a Saturday and they were probably busy).
When my girl comes, she decided to TALK the entire time. Seriously? And when I was very mum on speaking thinking she’d get the hint, NOPE. Kept on yapping away.
After the massage was over, I noticed I still had about 15 minutes left? What gives.
I was then told that my «waiting time» from before accounted for part of the massage. Seriously? These people DO NOT know what the hell they are doing. I’m surprised they’re still in business. Save yourself the trouble and head to the Post Haste Plaza on Sheridan for a massage because you will regret coming to this Massage Envy.

This is the worst massage envy that I have visited. They tell you that you can cancel the membership at any time to make you sign the contract. THIS IS NOT TRUE! Read the contract carefully. You do have to have a note from the Doctor or move to the middle of nowhere to be able to cancel it.
I was lucky that I found a good therapist at the Hialeah location otherwise my money would have been completely lost.
The ladies at the front desk look like they would rather be anywhere else but working there. Terrible customer service. It makes you not want to come back ever again.

AWFUL. I wish I had checked the reviews on here before making my appointment.
I booked a mother/​daughter massage for 11 a.m. to visit after our nail appointment next door.
It was supposed to be a relaxing, pleasant day.
My mother and I arrived separately. I was already in the nail salon and she walked into Massage Envy and asked if her daughter was there. They said no without asking for a name. When she said my name they told her the appointment wasn’t for another hour and asked for a drivers license. My mother did not have her license. I did. She was told she’d have to pay $ 78 instead of being told to wait an hour for me. After she figured out she needed to go next door to meet me she left and while leaving they continued to scream at her «It’s $ 78 OK or do you want me to cancel the appointment?» She told them no because it wasn’t her appointment and walked out to meet me next door.
Completely unprofessional. Strike one.
When my mom found me and told me the story I went next door to cancel our appointment.
I found three girls sitting at the front desk with what seemed like nothing to do in an empty lobby.
What I said: «My mother came in here earlier. She doesn’t feel comfortable coming in for our appointment because she says she was treated rudely.»
Instead of taking the time to save the appointment or apologize they started to argue with me and were rude to me as well.
Strike two.
As I’m walking out I’m told «We’d already canceled it when she left.»
Strike three.
This wasn’t my mother’s appointment to cancel. She specifically said not to cancel it. She didn’t need to have a license demanded from her an hour before our appointment. She especially didn’t need prices yelled at her when I booked the appointment and I was treating.
There’s a lot to be said for manners. Please and thank yous aren’t that difficult. Until they get new receptionists or retrain them I wouldn’t go here again.
That’s without even getting a massage!

Stay away from this Message Envy!!! This place is incredibly unprofessional!
I purchased a contract a few months ago and had to relocated to a place where there is not a branch close by. The contract states that if there is not a Message Envy within close proximity you can cancel the contract.
Well, they refuse to do this. I have repeatedly sent them all the documentation — via mail and fax and they have «lost» all documentation. The manager/​owner refuses to call me back so I can find out what is going on. They also refuse to give me the name and contact information of their Regional Manager.
UNBELIEVABLE!
My mom called them and it is the same story!!! I seriously regret ever dealing with these people!!!

I had my first massage at this location. Receptionist asked for my drivers license and I was asked to take a seat in the waiting area for my masseuse. Massage was fine. Two days later I needed to show my license to cash a check and I realized that it was not in my wallet. After some deep thought, I remembered the last time I took it out of my wallet was at massage envy. Called the location and girl that answered the phone confirmed it was their. I asked her why they did not bother to call me to let me know. Her was was that «we have many drivers licenses sitting here in a box.» They could take the time to confirm my appt. but not tell me that my drivers license was not returned by the office staff. I called today, three days after my massage, and spoke with the manager. I explained the situation and her response was that they tried to call me. I told her it was doughtful since no one ever has a problem reaching me and I had not received any message on my phone. She said «they probably did not leave a message.» What a joke! I then asked her to mail it and she tells me to send her a stamp. I told her she must be kidding and she assured me she was not. I told her that it would take a week before I had my license in-​hand if she waited for the stamp. I had an 1−½ massage, I would think they can cover the stamp, especially since they failed to give me back my license or bother calling me. I told her I would pick it up and hung up. I will NEVER go to this location again. I live in Aventura. They are much more professional at the massage envy in Aventura.

The receptionists were very nice when I went there. The massages were just okay. I’m not a fan of having to pay for a membership. Other wise for the price what were you expecting. You get what you paid for.

TERRRIBLE customer service!!! DO NOT waste your $$ here. Went here with my mom for a mother/​daughter massage bc my mom has a membership and it was horrrible. First of all my moms massage she said felt like fingers running up and down her back tickling her. Mine was good, but both of them ended at the same time. only 45 minutes!!! then we go to check out and the manager is yelling at a lady about how much gratuity to leave when she wasn’t from this country and didnt understand. Word for word «I’d like to leave $ 10» «Oh no, you better study this tip chart then» like OMG how rude? My mom nicely told the manager that she couldnt tell her what to leave and the manager said to «mind your own business lady» we just had a peaceful 45 just to come out to hear one lady yelling and trying selling the membership and this lady being rude to customers. Needless to say the lady used to be a member of hard rock countour day spa and was shopping for a new spa and will NOT be returning she said, neither will I. Avoid if possible

The worst place I’ve ever visited for massage!
I have agree with the two reviews above; the reception area is loud and the girls in the front talk about nonsense, and loud! Personal conversations should be limited when customers are present. Manager and Assistant Manager both confilct one another… no good customer service over the phone either!!!
The management team pressures their customers into a year contract, where they do not inform them of their clause up front! its supposed to be a relaxing place… and its def. NOT!!!

Massage Envy Hollywood is very nice inside. The rooms are peaceful and my massage, while not the best I’ve ever had, was very relaxing.
I don’t know if I would return here though. I know they push their membership, and I don’t like to feel pressured into buying something (especially at a place that is meant to be about relaxing!).

The receptionists were nice and professional for my visit. The girl who did my deep tissue massage was ok, she could only go deep with her elbows, which was kind of a disappointment (not everyone can do a good deep tissue). But she was attentive and focused on the areas I told her. I don’t try to save money on the tip, just because the massage is cheaper (and shorter) I’ll tip 20 for a good 1 hour because if you think about it, the therapist isn’t really making that much.
With this chain, you have to find a therapist who you like, there are a lot of different ones at each location so I’ll just try a different therapist next time. I also go to the aventura location and had a great deep tissue from Nuris.
I’ve had better (and worse) massages and when you break it down, this place is a good value. If you get 2 massages a month, its half the price of a regular spa.

The worst massage I have ever had. She asked what areas needed attention, and I told her I had tension in my neck and shoulders. She spent 49 minutes massaging my legs, feet, knees, arms and one minute on my neck. Horrible, I will never go back.

Edgar was awesome. However, the front desk receptionists are NOT professional, and their conversations amongst themselves, and with their friends who were visiting was downright disturbing. Bottom line is, you go here for the massage. That’s it. The ambience outside of the treatment room is unremarkable. The little girls at the front never even asked us if we wanted the membership, they were so lame.
But Edgar? He can put his hands on me anytime.