Massage Envy Highland Park

I was a member for about a year. I cancelled my membership due to the way the Highland Park location handled questionable charges made to my account. The manager was unable to clearly explain the charges to me. The owner unwilling to rectify the situation. I was really surprised by the poor customer service after going there weekly for over a year. The questionable charges was not really a big deal. However, the way they handled it way below acceptable. Fortunately, there are plenty of other businesses available to choose from.

UPDATE: Was given another gift card worth the initial $ 150 paid by my husband. Tried to use it on Friday at the Edina Massage Envy. Was told the card had no value. Edina staff were extremely friendly and willing to try to figure this all out.
Received a call today that Edina staff had spoken to Highland manager who says my bank account was refunded $ 150 in September. By the miracle of technology I was able to review all transactions from September 1 to December 1, 2014 — NO REFUND.
There was no refund of the $ 64 dollar charges on my HSA either.

Terrible place. Management is extremely rude to very loyal customers. I would never come back to this establishment and suggest that anyone who deals with customers should learn how to treat people with respect.
And as for the comment by the business manager. No thank you. I am very happy with all of the other locations and would rather not waste my time and energy ever speaking to you.

I was hesitant to go here because of the so-​so reviews on Unilocal and because I’ve heard mediocre things about going to a chain massage place. However, I had strained my back exercising and needed a place to get a massage quickly and relatively inexpensively. I was very pleasantly surprised! My therapist, Amber, listened to what I wanted and did exactly what I asked. She was very respectful and always asked if it was okay to massage certain parts of my body, if she was pressing too hard, etc. The only reason I won’t be going back is because their membership program is a scam and their non-​member prices aren’t comparable to other salons I could go to instead.

Horrible experience every time. Not only would it take weeks to get an appointment (that wasn’t during work hours) but every masseuse was clearly new to the field. Worst massages, rude manager, and the they sell you on a bogus contract that locks you in for 12 months. From what I’ve seen online, there are class action lawsuits happening all over the country against ME. Great Metropolitan Backrub is right around the corner, always gets me in on the same day I request, and the masseuses are experienced and friendly. Be warned about ME!

I will admit, I was a little hesitant to go to a chain massage place for a massage, but I found myself in real need of one, and they are convenient to my home, so I figured I’d give them a shot. As it turned out, the woman who does my massages, Ann, is incredible. So much so that I’ve continued to make regular appointments just to continue to get massages from her.
A couple of points in general –
1. It is true that I was asked for a credit card number to hold my first appointment. While I don’t particularly appreciate this policy, I do understand it. And, as I was not planning on being a no-​show, it wasn’t that much of a big deal to me.
2. The front desk staff can be a bit awkward at times — but they also try very hard. I was particularly pleased to receive a hand-​written thank you card in the mail after my first appointment.
3. I did feel that the hard sell on the chain’s monthly massage membership club was a bit over the top… After my first massage here, the two women at the front desk asked me if I wanted to sign up for the monthly membership club. They explained the details to me, answered my questions and continued to be very persistent when I declined. I was somewhat offput by the fact that they already had prepared a contract for me to sign — seemed a bit presumptuous to me. And, to be honest, after a wonderful and relaxing massage, it was not a great experience to then walk into an experience where I was being pressured to make what amounts to roughly an $ 1100 commitment on the spot ($ 60×12 mos, plus tips). Kind of put a damper on my general bliss from my massage. All of that said, I did agree to do a six-​month membership to try it and I don’t regret the decision. But I really wish they’d gone about this differently since the rest of my experience here has been so pleasant.
Anyway, facility is always clean and warm. I appreciated that on my last visit they even had heating pads under the tables since it was so cold out. Ann is the best, five stars for Ann. As long as she’s working at Massage Envy, I’ll continue to visit.

I go to Stan for excellent shoulder work, Suzie for deep tissue, and Jamie if I need to just relax and take it easy. Have only had 1 disappointing massage here but it was my own fault for not telling the therapist to lighten up the pressure when it felt like too much for me. I should have spoken up.
As for the whole membership thing, it pays for itself (That is if you treat yourself to regular massages like I do) The ladies at the front desk explained how it works and let me decide for myself.

I can not in my right mind suggest to anyone to go to this place. Terrible customer service. I’ve never experienced anything so terrible. Please, don’t waste your time!
I will never call this place again.
I too, didn’t even get a massage because the service just scheduling the appointment was to awful. First, the front desk manager lied to me about the amount on my gift card. She said she looked it up and told me that I would still have to pay $ 20 even after my gift card was supposed to have covered the massage plus the tip. Then she wanted a credit card. Said it was to cover the cost of the massage in case I didn’t show up. But why would you need that, I’ve already paid for the massage with the gift card I was using.
I ended up calling the Calhoun location, where the gift card was purchased. They were very helpful. They looked up my gift card and said the hour massage plus tip was on the gift card. (This is how I know they other establishment lied. They were only after making more money. It was very clear to me) I asked if I could schedule an appointment without giving my credit card number. She said «we would not ask for a credit card number». I couldn’t believe my ears!!! I asked why the other place would insist on a credit card number, she could not figure out why they would be asking for one.
I set up my appointment with the Calhoun location. Please, do yourself a favor and don’t waste your time with the Highland Park location. They are only out for the money. They don’t care about the customer. I feel bad for the therapists there. I can imagine that they are missing out on additional clients because the front desk staff is so rude and under educated on how to treat people!
I wanted to give Zero stars for this place but ended up giving 1 because Unilocal wouldn’t allow me to give zero.

I have had TWO bad experiences dealing with Massage Envy… and I never even received a massage! I got 2 gift cards for my birthday last September and have just been too busy to use them. I finally decided this March to use one, so I called to set up an appointment. I specifically told the person answering the phone that I had a gift card, but she took my credit card info over the phone anyway in case of a late cancellation/​no show. I went home that day and realized I couldn’t find my gift cards. I had to call back to cancel, thus I received the $ 20 – 25 (can’t remember exactly how much) charge.
I was, of course, a little annoyed – I had never been there before and money is tight, but I understood the policy. EXCEPT when a couple of weeks later a friend of mine told me that they can just look up your gift cards either under your name or the purchaser’s name. So, really, I didn’t even need the physical gift card and I just wasted money for no reason. The person answering the phone BOTH times (when I scheduled the appt AND when I cancelled) knew that I had a gift card and knew they could just look it up, but they wanted my money.
Fast forward to last week, I finally decided to give it a try again. I considered going to a different location, but Highland Park is so close that I really didn’t want to trek all the way out to Roseville for a massage. I called back and scheduled an appointment for the weekend and I decided to explain the my previous issue with the service at this location. The person on the phone didn’t really give any explanation as to why I wasn’t told about gift card look up and did say that they shouldn’t have taken my credit card info if I had a gift card. She asked if I wanted a manager to call me (she even said she thought I should be refunded) & I said yes. I was told that the manager would call me the next day, however, I received no phone calls.
I was getting increasingly frustrated, but figured I could see if a manager was in at my 8 a.m. appointment and I would talk to them then. While at work I received a voicemail the night before and they said that I needed to be in at 7:45 a.m. on the weekend – I wasn’t told this when I made the appointment. On the morning of the appointment, I woke up on time however, I had an ill family member and I needed to cancel. I called but no one answered (presumably because they weren’t open yet… I hoped they had a voicemail service but I didn’t reach any system). I didn’t have time to continue to call in the morning, but by the afternoon they had charged my OLD credit card (one that I am paying down and do not use) $ 84.
I am pretty shocked that no one 1) told me that I would be charged the FULL amount of the appointment; 2) asked if my credit card info was up to date; 3) ever called me back regarding the first issue or even to see if I wanted to reschedule; 4) actually… I’m pretty shocked by the general unprofessional, shady and irresponsible behavior at this location. What an exasperating experience when all I wanted was a relaxing massage.

I am a former Ironman Triathlete that has had many massages over my career. Today was my first massage since undergoing hip surgery. Whether it was diligently accommodating my disability, making me feel welcome and relaxed in their prep room, or the actual high quality massage, I I could not have been more pleased with the experience. Frankly, it was the best massage that I have ever received. Many other places have similar fancy style and ambience that Massage Envy does — which is important — but I walked out today feeling like young man again… taking my soreness and lactic acid away… thats real substance. Not only have I enrolled in their membership (which I did happily after having several questions clarified), but I also bought my parents gift cards so they can have massages when they stay with me over the holidays.
Looking forward to my next massage… Brian C.

Came here as I had received a gift card for father’s day. The person who did my massage was great, no complaints at all about her, her ability, her friendliness, the room or anything like that. That was all just fine, and I enjoyed all that just fine. If that were the sum total of my experience, four stars, quite nice, no problem.
What sucked was the up-​selling. The heavy handed and damned awkward «buy a membership» pitch that I knew was coming from the moment I walked in. Its subtle before the massage, but afterwards when your wallet is out they pounce like a pack of freaking rabid dogs. People! I just had a very pleasant and relaxing massage, can we NOT pressure me into a membership right now? And no means no! STOP IT. Yes, I am sure. Yes, I understand the benefits and yes I am still sure I don’t want to join. Now another lady is chiming in? A tag team? Do I look like an easy mark?
I DON’T WANT A MEMBERSHIP!
Gasp! I have some money left on the gift card, and I am now aware of what’s gonna happen when I get there, so I think I’ll be better prepared emotionally post-​massage for the up-​sell barrage.