Contact Soothe Support

I used Soothe a few years ago and really enjoyed it. Then a couple of months ago I decided to return. I saw they had a subscription and I was excited to try it out. I had a credit from my previous use of the app. When I joined the subscription my credit didn’t apply. I went to their customer support chat and asked why it wasn’t applied. The customer service rep gave me a confusing answer but said it would be applied next month. I asked if he could clarify because I didn’t understand why it wouldn’t be applied in the first purchase and his answer was “I already told you why.” I was shocked!!! I asked if he could have someone call me to better explain and he said NO! The next month comes around and the credit was still not used. Again I contact customer support to ask them to use the credit. They told me they couldn’t give me the credit because they already charged me. I asked them for a refund and they said no. They told me my option was upgrade the massage I chose and apply my credit that way or IT WOULD BE USED NEXT MONTH (just like they said last month). I told them I wanted a refund and the customer service rep said that they would have a supervisor contact me in 24-48 hours. No one ever called me. What a surprise. Terrible and rude customer service. I would not recommend because the moment you run into an issue you’re out of your money and they refuse to cooperate and/or try to resolve your issue.

I love the idea of Soothe and, despite a few bad experiences, was open to giving them a chance. But then I discovered that it is almost impossible to cancel my membership and now think they are an absolute scam. I first tried through the chat app and got ghosted several times once I connected with someone and mentioned I wanted to cancel my subscription. I then emailed and got a response back saying that they could do it. I was not asked for further information, so I assumed my subscription had been successfully canceled. A couple months later, I discovered I had been getting credit card charges for the last couple of months. I then called to cancel. After a 40-minute hold and an entire discussion with the phone operator during which I said multiple times I would like to cancel my account (and the person seemed to acknowledge my desires), I was about to hang up when I said, "Just to confirm: my account is canceled, right?" The response was, "Oh, let me go ahead and GET THAT STARTED RIGHT NOW." They also refused to refund me for the two extra months, even acknowledging that the email exchange did suggest that I needed no further action to cancel my account. Before this last sequence of events, I might have given them the benefit of the doubt, but I am now convinced they make their money by tricking people into not canceling their memberships. STAY AWAY WHILE YOU STILL CAN!!!

I signed up for a bunch of one time massages a couple of years ago over a period of about a year or two, and had mostly good experiences. A couple of times they couldn’t get a masseuse, but mostly reliable. Then a year ago I realized they were billing me on a monthly subscription. I never knowingly signed up for a subscription. I always avoid subscriptions because I travel a bunch for work and I never get value out of them. Anyhow, it took me a while to pick up on my cc statements that they were charging me for over a year. Soothe credited me back 2 months of subscription payments, but not the rest. I was deeply out of pocket. Furthermore, the 540 credit minutes I ‘earned’ I just learned I can’t use even though they said they never expire because they went and suspended my account without telling me after I disputed ever signing up for a subscription. So they left me out of pocket - a good user who tips the masseuse extra - on some phantom subscription, and then they suspend my account with a bunch of free minutes on it that I’ve already paid for. I haven’t had a massage for well over a year due to Covid, and my re-entry to Soothe is as frustrating as where we left off. Frankly it feels that having my minutes I paid for held hostage is at best unethical.