Massage Envy – Brookfield

I’m a current member and have made appointments that were canceled the day of twice and a third time I was rescheduled for later in the day, but I had to settle for a sports massage rather than my usual deep tissue. It’s frustrating bc when they cancel I have to wait another month just to get a weekend appointment. The app is also worthless bc I’ve requested appointments twice through the app and no one responds to finalize. Safe to say I will not be renewing my membership unless the service drastically improves. It’s unfortunate bc the therapists are generally good.

My membership was expiring in 2 days and so I called at 11:00 and got an appointment for 5:00 the same day. Unfortunately, I had to call back at 3:00 to reschedule my appointment for the next day but was told that I will be charged a full session because they need a 24 notification to cancel. I reminded them that between the time that I made the appointment and the time of my appointment I did not have the 24 hours they require. Just the same I was told that they will then charge me half a session unless somebody else takes my slot. I gave up! The other thing is I was also informed that I can not use the money left over in my account to purchase products from them or for gratuity contrary to what I was told initially when I first activated my account and that whoever told me that I can did not give me the right information! These people are not accommodating nor flexible.

It seems they have difficulty keeping good therapists. I’ve been a member for about 2 years and have seen a number of really good ones leave.
I’ve received good messages, and found the place to be clean and the therapists are very accommodating.
The biggest let down is the lack of customer service. Any variation from the policy posses problems and is met with resistance. As long as you follow the rules everything is fine, deviate in the slightest and it’s BIG problem. Customer service is more than just a smile when you arrive and booking your next appointment. It’s about listening and helping to find workable solution.
With the number of choices consumers have, bad customer service is inexcusable and will drive business away.

I’m the kind of person who tries hard initially to give the benefit of the doubt. I went to this location one time only for that intro offer last winter. The place seemed okay in terms of upkeep but the massage room that they put me in had no heating in the room and the bed had no heating, nothing last year. The massage therapist’s fingers were cold to touch! I was so cold and uncomfortable the entire time. Not enjoyable whatsoever. I was very specific that I wanted enough pressure and yet afterwards, it was as if I didn’t get a massage at all. I always thought being a masseuse means you have to physically be very strong so when I saw who they assigned to me, hate to judge a book by it’s cover, but this individual did not look like she could lift a book. Unfortunately my fears were realized and it was one of the biggest waste of money for me. Afterwards I got a lot pressure to say something nice about my experience and I couldn’t help myself and smiled politely said something complimentary. However the management then sat me down on a couch after my massage in the front store and tremendously pressured me for 20 minutes to sign up for their package saying I need to make the decision that day or lose any promotions, blah blah blah. It made me so uncomfortable and I finally used the excuse that I had to be somewhere to get out of there. Well I found a better massage chain (not Massage Envy) to sign up for a membership and the rooms are HEATED. Plus my friend has tried various Massage Envy locations and she has given up. She has yet to find one in the chain that she is satisfied with.

It’s great! All the therapists I have tried have been excellent. I see Barb and Darcy for facials regularly, they are both very knowledgeable.

Worst massage ever! The technician was trained in the art of pretending massage. She did all of the typical moves bit failed to do any correctly basically, she patted me with oil. I asked for help with tension and I literally feel no different than when I walked in. Also, she jilted me 7 mins. I will never go here again!

When relaxation is a necessity a visit to massage envy is a must. Be sure to tell them what you want and they will deliver

I would give less than 1 star if I could. I’ve wasted my money on a membership for over 18 months. Every time I call to try to get an appointment, I’m asked if I’m a member and when I confirm, I’m told no appointments are available. I can’t cancel because if I do I lose my massages I’ve paid form but will never use. I’d suggest never buying a membership here

Spare yourself from this establishment please. They are very unorganized and the staff is super unfriendly. And they are not in the 21^st century regarding online scheduling, or customer relationships. And their quality is very poor.

Nothing like a good deep tissue aromatherapy massage. I recommend Fallon or Margaret if that’s what you are looking for. They do a fabulous job. The 90 minute is best seems like you just start working out the kinks and its over on the 60 minute. Tried the hot rocks but went back to deep tissue instead. Nice place, clean and peaceful. Can’t beat the price.

After the incident, the manager got in touch with me and arranged for me to be able to get my last massage.
Furthermore– a new system is in place to ensure that if you’re unable to come in for your last massage during your membership– that it will roll into the next month.
They have definitely salvaged their customer service in my estimation.