Massage Envy – Downtown East Village

I’m blown away how businesses gamble their success by staffing their front desks with immature, untrained customer service representatives. I called for an appointment today and they didn’t seem to be able to access the credit that I had on my account. They kept talking over me and eventually hung up on me. This is completely unacceptable. I will never recommend this location nor will I consider this location. They have a lot to learn about customer service. When I called back they put me on hold for eight minutes. I asked to speak to a manager and there was no management on site. Again that doesn’t surprise me when the inmates start to run the asylum. If I owned this place I would ensure that there were some management staff on site. They have left their storefront in the hands of poor ambassadors of their business. I feel sorry for the owners, their staff is not doing then any favors. I won’t be back.

This particular Massage Envy is blessed to have «Michael» on staff. He is a deep tissue and intuitive therapist that goes deeper and more to the point than any therapist I have met in 25 years of massage therapy. The staff itself goes out of its way to be friendly and make sure you are comfortable. Membership pays too, as I paid only $ 60 for a 1.5 hour massage.

Do not I repeat do not do business with this Massage Envy this is the worst branch in the history of the massage world. #1 they setup and time and date for a massage and didn’t have me on their schedule and I stress offering me compensation they told me I must be mistaken. #2 after rescheduling this time they call me the day before my next scheduled time to tell me they need to bump me because they double booked and I am the one who they need to reschedule? #3 we reschedule for another day and time for 11 am they call me at 9:30 and tell I am late to my appointment and I will loose my prepaid season. #4 I tell them to cancel my membership and not to charge my card anymore. The girl on the phone agrees she will do that for me. #5 I get a call back a couple weeks later stating I need to come in and sign a piece of paper to cancel my account with them. #6 they now charge my card today for another month but tell I have to use this with in 2 weeks or it will be lost. Horrible customer service horrible company!!!

I usually only write Unilocal reviews for excellent service, but sadly this is not one of those cases.
I have tried to resolve the issue since the end of October with no luck.
First off, I went in because of a promo offered by my apartment building at the time. I had a facial by a sweet young girl. After my facial I was asked if I would like to join the membership program, it was a hard sell and I should have known it was too good to be true. I was told «if you don’t like it, you can cancel at anytime, just give 30 day notice!»
I was quite relaxed and didn’t study the contract closely.
The next day, I had broken out in a rash all over my neck and chest. I went in to show them and they weren’t certain what it could be from, they persuaded me to keep the membership for massages only.
The next month I booked my first massage, 90 mins! It started about 15 mins late, due to the «masseuse» trying to warm her hands. I didn’t mind bc the extra 30 mins was gifted to me. She began to massage me, but every 30 seconds she would adjust the sheet, I honestly think I lost another 20 mins due to this obsessive behavior. Lastly she finished early, I was fine with it bc the massage was very uncomfortable, worst I ever had.
Upon exiting I was asked how it was, i don’t like to complain so I replied «good».
Over the next few days I decided I wanted to cancel, I was not impressed with the service and could no longer have the facials I originally signed up for.
I went in and filled out the 30 day notice, but was told the manager would call me bc it hadn’t been a year yet. I replied «a year?!» I was NEVER told it was a year contract. I felt duped.
I waited for the call from the manager, no call. I called 4 more times, having to waste time explaining the situation. Once again they promised the manager would call me. No call. So here I am…
Bottom line, don’t be fooled!

The staff was helpful at the desk and knowledgeable. We did a couples 90 full body massage. Lauren asked questions and listened to me. She was phenomenal. I will be going back every two weeks until I get my knots out. I had a very positive experience here.
Side note, Albertsons is right across the street so you can grab some groceries before you head home or a revitalizing drink to hydrate properly after your massage.

They will tell you anything for you to become a member and say you can cancel at anytime when the membership is a 6 month contract. Very frustrating to deal with their terribly incompetent staff and management and I will never go back to another massage envy again.

I joined Massage Envy while on vacation in San Diego a few years ago, when my debit card was compromised earlier this year they contacted me via email while I was on vacation so I didn’t see the email. Later I would see they charged my old credit card that I had once used without my permission to bring my account in good standing. I complained to them that I felt this was unethical to do and to say the least their response was less than a warm and fuzzy feeling. After this incident I attempt to change locations to where I live as I did not want to do business with this location any longer.
After attempting to do this with them they said that this could only be done through contacting corporate. I sent an email to have someone called me, it took about 2 weeks. I finally was able to get this going but again there was no follow through by the corporate representative and this Massage Envy location. I basically had to force the issue going to the one where I live in Santa Rosa to get this moving. Stalled again, I paid my last month with them via a massage credit but then I get a call today saying I again owe them payment for this. So neither location has followed up with me to make this change, corporate is long gone and I’m still stuck dealing with these people. Today the woman I spoke with (Jewel?) was not helpful at all in moving this along for me. They continue to stall me at almost every turn, now I must find out why the location I wanted to move to has not contacted me about this and work with them to finish the membership move.
Lesson learned: Massage Envy owners are not employing people that are helping customers who want to transfer that’s for sure. Further corporate help is pretty tough and there is little follow through. If I didn’t have so many vested massages I would walk away from this debacle right now. So now I get to use all my massages ASAP and then cancel any business with this mess of a company. I’d rather pay more for a good massage somewhere else then find any benefits of using this business again. Good luck with your business and who you employ, if I never heard from your practice again it wouldn’t be a day too soon.

Margo helped me at the front desk. She was so sweet, informative and helpful. My massage therapist was Alex. It was an AMAZING massage. The room was beautiful, the whole facility was inviting… I would definitely go back.

I really like this location! It’s way more upgraded and calming than the Oceanside location. The staff is VERY professional and seems to truly care about you. The lobby isn’t full of gimmick stuff and they have a much more professional vibe to them. The down fall, parking! You can park in the grocery parking lot, however it is posted on the wall of the structure to not do so… makes me nervous, so I just über instead.

This place is substandard and shady. The staff is unresponsive and rude, even when I just try to make an appointment. While they advertise 1-​hour massages monthly through their membership program, I have never once received a massage here than was longer than 40 minutes. No matter how early I arrive for my appointment, they leave me waiting 5 – 10 minutes before even calling me back to the massage room. The «massage therapist» then leaves me in the massage room for sometimes up to 10 minutes to get undressed and situated on the massage table. The massage usually ends 5 minutes before the scheduled end time of the appointment. While the price may sound reasonable if you actually get a full hour massage, it is not reasonable or relaxing to get a rushed 35 – 40 minute massage.
The practitioners are not skilled or good at listening to what I need. They do not vary pressure or concentrate on problem areas even when I directly say so before and during the massage. It is more of a stressful and uncomfortable experience than anything else.
Recently, I also realized they had been double charging my credit card because they attached someone else’s massage membership to my card. I only noticed this after over a year because I knew there were some legitimate charges from this same location on my card from my own membership, so it didn’t stick out to me. They have since admitted they have no authority to have made these charges to my card and their only solution has been to stop the fraudulent charges going forward. But according to the desk clerk, Leola, and the manager, Gloria, the owner «Mr. Perez» will not allow an reimbursement for the 15 incorrect charges. To be clear, they know I did not sign anything giving anyone else permission to charge my card for their membership, but the owner’s stance is that if I want my money back, I need to sue them to get it. I have since opened a fraud claim against these shady fools and will be filing a police report shortly.

What an amazing body massage by Alex! She helped with so much neck and back tension and walked me through every step before starting. Very calming atmosphere, i’ll definitely be returning.

I called at 5:30 and got a 90-​minute appointment for 6:00 pm. That’s a first for me so the Massage Gods were certainly shining bright. I requested a girl and wouldn’t you know it, a girl was available. Ok, if you’re keeping up with the story, I’m 2 for 2, and at Petco Park (right down the block), that would be a darn good batting average. Well, if you believe that good things come in 3’s, this story will certainly prove that. My massage therapist, Rocio, was one of the best I’ve ever had in the 5 years I’ve been a member of Massage Envy. Everyone is different in what they like whether it be pressure or style, etc., but what I can tell you is this, everything I could have asked for was delivered by the sweetness, the talent and the professionalism of Ms. Rocio. Some people are given a gift of having magical hands. She was obviously the first in line.

I had a gift card so I signed up for a couples massage with my boyfriend. This was both our first massage in a spa setting so we didn’t know what to expect but it was a great experience. Even my boyfriend liked it and he doesn’t like anything. I highly recommend Christina, her warm, smooth and creamy touch will melt your soul. No kidding.

I have never seen such miscommunication from a front desk staff. Their global computer system is horrible, so stuff thats on your account can sometimes be used at other locations but some not– they dont explain this, and some places cant see your account at all. After 2 days and 10 phone calls explaining this buy 3 for price of 2 deal I got earlier in the year that should be on my accout (ended up going wrong from them not informing me on expiration dates– just a long story) I was offered a free massage for all the trouble. Countless massages cant get me anywhere near that unorganized chaos. You also just feel like your being upsold all the time-​annoying. Time to find another massage business.

We booked a couples massage for my birthday — one custom (for me) and one deep tissue for my boyfriend. We were out of towners staying in the area for the night.
I feel like an idiot for not knowing the names of who, but it was mostly because we couldn’t find parking in a safe spot so I was worrying about it the whole time. We couldn’t find parking other than a TOW zone under the grocery store across the street. Luckily, we weren’t, but maybe it would have been helpful if we were warned before we got there.
I liked mine because she gave a great overall body massage without being too gentle AND focused on my problem areas without beating me up. I always have huge knots in my shoulders and under my shoulder blades. They are still near the blades, but they have risen out — maybe the boyfriend can get them out after time.
He said his could have been better. His girl was shorter and because she had small hands that he thinks she felt overwhelmed with how big he is (he’s 6’3″, and no I didn’t mean for that to sound dirty). A tad too gentle for his taste.
Took a little longer than we wanted to get out of there because some crazy woman was complaining and trying to get free stuff, not really giving a s!@# about who was waiting behind her. But they didn’t try to sell us on anything, probably because he used to be a member and knows the drill. Would recommend if it’s convenient area wise and if you can find parking.

I «HAD» a 2:30pm appt today with Kirk, for a deep tissue massage and they just called me at 10:40am to tell me that «Kirk is very very sick» and they can set me up with someone who doesn’t do deep tissue, but can do a Swedish, (which is what my ten year old does), is that ok. No, it’s not ok. I ask if they have anyone else who can do today, tomorrow OR Sunday. They don’t have ANYONE who can do a deep tissue between now (Friday and Sunday). Maybe you need to hire more therapists able to do several styles and types of massages. Why is it so hard to get a deep tissue massage through Massage envy. Anywhere Massage Envy. They need to open a massage store called «Deep Tissue Only» massage center. It would be packed all day.

I came in this morning with a lot of knots in my shoulders and back, and the neck, and legs were both tight. My massage therapist was Kirk he gives a beyond amazing deep tissue massage and a beyond amazing trigger point. I will be returning to him in the future for my massage needs and I very highly recommend him to anyone. I left feeling a lot better.

My boyfriend and I went in for a couples massage. The guy who was giving me a massage completely sucked. I wanted deep tissue and the guy felt like he was scared to touch me. Disappointed.

I’d like to start this review by saying that my massage therapist, Lindsey, was great. I enjoyed my massage and felt like she really listened to my needs. As I was receiving my massage, I actually thought about how I was definitely going to give a 5 star review for this place simply because of her!
My massage was a gift from a family member, so it would’ve been nice to go in to enjoy the gift without getting harassed. The massage was great, but it was afterwards that things started to go downhill. The friendly, bubbly front desk employee from before my massage turned into an aggressive sales representative by the time I got out. She had actually printed out a contract, filled in my name, and had highlighted areas for me to sign. Some might view that as a nice gesture, but I viewed it as aggressive and intrusive. After all, I was coming in to enjoy a GIFT. It would be a different story had I come in to try out a massage on my own.
I understand their business is membership based, so they need to push that membership to an extent, but there is a line. Unfortunately, they crossed that line and made me feel quite uncomfortable. From the looks of previous reviews, I’m not the only one who has felt this way.
Would have been 5 stars if I was just reviewing my therapist, Lindsey. She was pleasant and did a great job. I took three stars off my review after feeling attacked on my way out. So much for my nice massage, as my stress levels went through the roof as soon as I walked out of my massage room, thrown to the massage envy wolves.

TOTAL RIPOFF! Very unhappy! Not allowed to use the bathroom!
This was my first time getting a massage at a spa, and I decided to take my boyfriend for his birthday.
Our appointment was at 7pm we arrived at 6:58pm they had us complete medical paperwork first then we went to our room, I asked to use the restroom and then we were instructed to undress.
I paid for a couples 1 hour massage. After 40 minutes TANIA said our massage was over.
TANIA tried to say it was my fault for being late and I told her I was on time. Then TANIA said she was cutting our appointment short because we went to bathroom and also for the time it took us to undress!!!
RUDE! DISAPPOINTING! WE ARE NOT GOING BACK!