Massage Envy - Avondale

Elaine- great medium touch. Very professional. Doesn't talk much. Does extractions. 100% every time!!! I get facials and back facials with her. She's great. That's why I'm posting even though it may be difficult to book her going forward.

I called yesterday evening to book a session for 01/11/2024 the front desk receptionist took my name, number and most important my Visa card number, claimed to have booked my appointment, I rearranged my entire day around being able to fit in a massage after working night shift at a hard labor job only to come in this morning, to find out the receptionist did not book my appointment. The staff working this morning refused to help me or assist me in any way and when I advised her I wanted to file a complaint she wrote my name and number down on a sticky note and said she would give it to the manager who is out of office due to a surgery. This was the worst experience and I do not recommend them at all I believe the woman who took all my info and card info should be terminated due to the fact that she took personal information and did not book my appointment neither did she call back to tell me it was canceled. This was truly a waste of my time and more so my energy this morning so much for relaxation

The manager, Amanda, has no idea how to run a business. I went to the wrong location and was almost 30 mins from the correct location. I have NEVER missed an appointment before and have been a loyal customer for over 2 years when I spoke to her she told me there was no way for me to reschedule and that she was not going to waive the 50% cancellation fee when I live almost 30 miles from the booked location. I get that it was totally my fault and would be happy to come in at ANY other time to fill someone else's hole on the schedule but there was no compassion or understanding even when I was honest about my mistake. Massage Envy, you just lost a loyal customer!

I would give 0 stars if I could! Beware! They take sides with their employees over their paying customers. I was treated unfairly by the front desk her name is Krystal, and her store manager. Managers don't do anything, they let their employees get a way with the way the treat their customers. Even after the front desk lady names Krystal being in the wrong,
Was rude and hanged up on me in the middle of me speaking. They found a way to twisted on me; blaming me for the issue that accrued. I would never go to any other massage envy again! I spoke to the manger and told her my side of the story and she said they believed the employee and not me. They completely dismissed my complaints and sided with the employee. Horrible and unprofessional. I'm definitely taking this to corporate.

There was another young kind front desk employee Ashton that heard the whole issue that happens and why it happened. And even her, her self, SHE agreed this situation could have been avoided and handled better by Krystall. She was shocked and in disbelief how Krystall treated me. And agreed Krystall was in the wrong.
She must be Mangers Pet. There's no way someone could have gotten away with that. Under any circumstances. My husband is operating manger and I my self am a manger, and this behavior i witness even coming from this store manger is not acceptable!
Something needs to be done because there's been so many complaints from this location! By all mean I will make sure this matter gets handled!

Michael was amazing! Hot all the trouble spots I had and made them better. I wasn't even sore the next day! The massage left me relaxed the entire day. Definitely recommend him for your next massage! The staff was also nice.

Agree with another comment that the time spent on the facials are not accurate. I went in for a 60 min facial and got only 40 min. I agree with giving you time to get situated but they spend too much time trying to up sell you services. I had a membership but will not be renewing.

The management at this Massage Envy needs to go back through class. I have been working with the public for years but have never have came across such an poor example of customer service like the manager.

Left messages to contact manager and she never returned my calls. Finally got ahold of manager and her suggestion to my problem was "maybe you should cancel your membership."

The owners of this location need to understand why the location is not growing with that type of leadership

Stay away from this location. Fortunately, there are others Massage Envy locations in the vicinity. This is not a positive environment. Management neither cares about its employees or its customers. I've had 1 too many poor experiences with this location. I've expressed concern to management and they evade the issues. Ask yourself why it's difficult to find a convenient time to book an appointment? I have first hand knowledge that many of their masseuses at this location are leaving or have left for a better positive location. Other than Sue, the front desk receptionists should be grateful to have a job yet they obviously don't want to be there or need to be trained in how to provide a positive customer experience. Ask yourself why the masseuses are complaining about their personal issues with their clients? Again, management at this location values profit over people.

I just left this Avondale Massage envy. After being excited for WEEKS about my super special Mother's Day facial I left super disappointed. My appt was 1230p so I had my ride pick me up at 2. I arrived there at 1215. My esthetician didn't touch my face until 1240. Ok fine. Then at 1:45 she said she was all done. What?! There was a giant clock over the door so I couldn't help but track the time. I asked the receptionist if that was normal, she said yes. 5 mins before for consult, 5 mins after to get dressed. So a 10 grace period on their end. Ok. I explained I was shorted 25 mins. I again asked 'does that make sense to you?' She said yes. So they wanted to charge me for a 90 min facial when I got a 65 min facial. She said 'the manager can call you tomorrow, but she usually doesn't fix things like that.'
#1 so your manager doesn't make wrongs right?
#2 this happens often enough for you to let me know?
Please save your money and avoid this place. Big middle finger to me for Mother's Day I suppose

This complaint is more about the Manager, Angela. I submitted a cancellation form on 11/7/2022 in person. I was told I would not be charged again in December. On Monday, 12/12/2022, I saw that I had been charged another monthly fee of $75 on 12/2/2022. I called to inquire about it and was told Angela would call me back because the account was still active.
On Wednesday, 12/14/2022, I had to call because Angela never returned my call. Only to be told that I would not be receiving a refund because the cancellation was effective 12/2/2022. Which is a total lie! I asked to pick up a copy of the cancellation form and went in that same morning to get it. It has got to be the most fraudulent and edited copy I've ever seen.
I finally managed to speak to Angela and she told me that I had post dated the cancellation form for 12/2/2022. Again, this is a lie and I told her so. I cancelled the membership on the day I went in 11/7/2022. Never did I request to post date the cancellation. As a matter of fact, I booked my remaining sessions in December so no to lose the credits. My next appointment is scheduled for the end of the month to prove it.
I've taken the copy of the cancellation form to other ME locations and they've been appalled by the fact that this person would even think that it was acceptable. It is clearly a ploy to cover up the fact that the cancellation form was not processed when it was supposed to. I would have been fine with someone saying they mistakenly didn't process. I get it, it happens. But to create a fraudulent document just to get and additional months fee. This is completely unethical and should have consequences. I can imagine how many others have had this issue at this location. I would like a call back from the District Manager or Owner of this location as I understand it is individually owned and not part of the ME Corporate chain.