Soothe: Wellness On Demand Reviews

by AERDENEME

I love the idea of this app 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!!!

by Tom Cripps

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. this app 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 this app is as frustrating as where we left off. Frankly it feels that having my minutes I paid for held hostage is at best unethical.

by Just Your Usual Reviewer

Twice I've tried to use Soothe to book an appointment. The first time, I tried short notice of just a few hours but was disappointed (although understanding) when nobody was available. The second time, I tried to book ahead of time and Soothe never found a therapist to fulfill my request. At these prices you would think they'd have someone ready to go, but both times this app completely failed me. I downloaded the Zeel app and had a confirmed appointment for the same timeframe this app failed at within minutes of signing up -- something this app couldn't do given hours or days of advance notice. If this app fails you like it did me, there are alternatives that work!

They've now replied to this review to ask me to email their generic support contact. Nothing substantial in their post, just a weak attempt to make it seem like they're pretending to listen. As this app has wasted hours of my time already, I don't think I'll be indulging them in a runaround support conversation.

this app: own up to the fact that your service is not reliable, be more transparent about what actions you take to improve things, and maybe some of these discouraged customers will come back. As for me, I found a service that works, so I'll be paying them instead.

by MissW71

This is a total scam ! So i downloaded Soothe and booking a massage you are offered a discount on the massage if you sign up for the plus account which can be canceled at any time which took $115 down to $95 who wouldn't do that since theres no penalty to cancel except if resigning up you have to wait 6 mo. So i agreed and booked massage. The charges were placed on my card instantly. This company says within two hours a masseuse will be at your home so i waited and waited no show so an hour after time scheduled i chatted with a this app representative who stated they had no one available so i asked for my card to be credited and was told that i paid for the plus subscription and the money now was credits on my account. I tried to book again and it was $20 more for prime time (this is during the time a masseuse should have been here) i chatted with a representative again which he applied 20 credits so i would not be charged as long as i booked that evening . I tried in 6 hours to book 4 different times at which no services were provided. It is now the following day i have tried twice and still no massage! DO NOT SIGN UP FOR THE PLUS IF YOU CHOOSE TO USE THEY TAKE YOUR MONEY AND DO NOT LIVE UP TO WHAT THEY ADVERTISE!

by Tanji J

I booked a couples massage, only to find out at the exact time of appointment that only one masseuse showed up! She enters my home and asks me if this app, or the other therapist has called me to inform that she will not be showing up. NONE of them called to let me know. How unprofessional to find out at the exact time of your appointment when one masseuse is already there? Y’all about a mood kill?! Right before a relaxing massage? We ended up having to do a back to back session which was not what I booked for. Couldn’t even enjoy a “couples massage”. Thankfully the masseuse was nice enough to change her plans to do the back to back. Highly unprofessional company. They called 5 mins after, and ended up charging me MORE then what my original appointment was booked for. They did not offer ANYTHING for the inconvenience. They just said, “sorry your masseuse didn’t show up!!”, 5 mins after my appointment time. I have already spoken to them about the issue and there is nothing they did to accommodate me. Never will book with this horrible company again. You shouldn’t either.. there are other companies out there like that will take care of you!! If I could give NO star for this sorry service I would!

by Traci Gross

I downloaded Soothe that was recommended by a family member. The service they advertise is very appealing much like a uber service but is overall really a subway service! My first attempt to book a massage appointment was horrible went thru Soothe requested a female and an hour before the service she canceled. They gave me an option for another female therapist a whole hour later and a male showed up to my door! I turned him away and this app only offered a $15 credit for my inconvenience! Moving forward a year later because I have heard other horror stories I figured now they may have gotten better and thought I would give them another try and book a couple massage for my boyfriends birthday! I requested two female therapists and book the appointment at 3pm for a 8:45pm appointment so that just In case a therapist has to cancel we can get one by 8:45pm because last time I learned that the therapist cancel a lot. At 8:45 the 1st therapist showed up on time and as the therapist was walking thru the door this app calls and says the second therapist canceled and offered a back to back which is not a couples massage and they o my wanted to offer a $15 credit. Do yourself a favor and book a spa massage this is the worst service ever!

by Iphone4user#?

I’ve used this app for more than a year now. It used to be pretty good but the quality of the therapist has gone dramatically down and to top it off they raised their rates.

I had a therapist come by today, I swear he gave me serial killer vibes. The massage technique was horrible and his equipment was gross and dirty. He walked in, didn’t even say hi, wore his sun glasses the whole time while he set up and even when he started the massage. It was weird. This isn’t the first time I’ve experienced a therapist like this. I usually will leave a review and choose not to use that therapist again but that doesn’t work. You actually have to call in and request that therapist be blocked. It’s ridiculous.

I’ve had better therapist privately who tell me they’ve tried to join this app but the process is soo long. Doesn’t seem like it when I see therapist like the ones I’ve had get approved. Be warned and be careful.

by Maggie472

I was using these guys regularly. Always tipped well (100+ dollars to the therapist ). In DENVER ordered a massage. She arrived early. I asked her to wait as i wasn’t ready. She banged on my door and said ‘I’m leaving. You can call sooth and order another if you want’. Bewildered as it wasn’t even my appt time yet i attempted to order another therapist a couple weeks later but got a message i was banned. Ha ha. Wait what? I was directed to some phone number no one picked up. After two weeks i got a gal on the phone. I inquired as to why i was banned. I was extremely generous and gracious to all my therapist. She said the therapist in Denver reported i was drunk and she felt in danger. Wha. I don’t even drink? I asked her to look at my file. How many massages had i had .. over 30+ . I then asked her how many other therapists reported i was a dangerous girl and made them feel unsafe. She said none. Only the DENVER gal. I then said, so, instead of believing a consistent , generous client you take the word of one jerk therapist. So be it. They weren’t that great. There are better apps with better therapists.

by Nitaaa17

I used this app 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 Soothe . 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.

by Jomiller81

I’ve been using this app for over a year. Prices are quite high, and I agree with other reviews that prices made sense when tip was included, not when it’s expected on top. Greedy.

But my bigger issue is with Soothe itself. Rebooking a therapist is impossible now; any one I pick it says not available in my area after I book when these same masseuses have said they’d love me to rebook. Thought it was just settings for one but it’s happened with any therapist I try to rebook. Some kind of bug on back end, clearly, to make rebooking hard when it used to be seamless.

Had a frustrating exchange with their support about it, who don’t have any idea what’s going on. And now the confirmation of appointment emails and receipts aren’t coming through when I book. Have to email them to get receipt that I expense. Really? Get your act together, especially for what you charge.

by Jaysdad406

I live in Las Vegas and I’ve used this app on four different occasions. The therapist are professional and good at what they do, but they don’t have enough therapist. I purchased their membership so my fiancé and I could use them every two weeks and it seems like every time we try, there are never therapist available. And every time we book, this app will call us 15min before our session to give us the bad news and ask us to reschedule for an hour or two later in the day/evening. So we reschedule, only to get that same exact phone call 15min before the rescheduled appointment. So disappointed. We’ve used this app 4 times, but have attempted to use them on at least 10 different occasions in the past 3 months.

Imagine requesting a Lyft or Uber only to find out that there are no drivers working in your city that day. It’s kind of like that. Time to try Zeel.

by Lyssaschr

I ordered a message at 2:45 for a 4pm appointment. this app didn’t even confirm anyone until after 3:30 so for 45 minutes I was worried I wouldn’t even get a message. Finally it was confirmed. I got a call from my therapist at 4pm letting me know she’d be late... which luckily today that was okay I had no other pressing engagements. Now it’s 5:15 and she still isn’t here 🤷🏻‍♀️

I can imagine this stuff happens due to commuting and the last minute Demand. I do not blame my therapist at all. However. this app needs to do a better job of letting people know and setting expectations on Soothe about delays and arrivals and give the option to keep the appointment or not if someone is going to be super late.

They should also tell you up front that it could take minutes to 40 minutes before someone picks up your request. It gave my anxiety waiting.

And on top of that I just got a push notification to thank me for booking and to rate my massage therapist. I haven’t even met her yet!?!?!

The this app app was a bit of a let down with their technology... I can imagine if this happens to others that they take out the frustration on the therapists. That’s not cool, this app. Take responsibility for you user experience.

by Lifecake Devotee

I first started using this app 3 years ago and back then it was good for reasonably priced for all-inclusive (i.e. no tipping accepted or requested in Soothe ) in-home massages and Soothe worked relatively well. A year ago this app raised their prices enormously, yet they didn’t give raises to their masseurs. I stuck with it as an occasional treat for myself. Then last week I discovered that this app has added a tipping feature to their app. You’re kidding this app, right? You jack the prices up for your customers substantially, don’t pass any of that substantial increase to your masseurs, and then ask us (the customers) to start tipping, too?

If you are very wealthy and want the convenience of an in-home massage, this app is for you. If not, walk on.

Lastly, you should know that if you are fortunate enough to be given a gift certificate to this app, you can’t add it in via Soothe - that option isn’t offered. Instead, you have to call this app, give them the gift certificate number, and they will add it to your account manually.

by 75 Belis

This service has a lot of potential but hasn’t worked out any of the very obvious kinks in the process for years at this point. If you want to rebook a good therapist you’ve had in the past, this app will leave your request dangling open all day if the therapist doesn’t respond. Would be much better to have clarity if they can’t fill the request so you can try to get someone else. As such, I end up with no appointment at all most of the time since this app waits too long. It’s a 50-50 shot that you get a good vs a bad therapist and they don’t offer any flexibility to let you steer your request toward better therapists. So you get random/unknowns a lot. They’ve recently removed pictures of therapists so you can look and remember a prior therapist at a glance to rebook. So the burden is on you to take good notes if you want that therapist back. Finally if you’re outside one of their core cities expect all kinds of weird nuances with Soothe /booking process.

Massage at home is a great idea but this app needs to significantly step it up.

by Ksnazzy

I've only had 1 problem therapist with the many massages I've gotten through this app.
Soothe hasn't been showing me the new therapists I've recently seen, who I may wish to book with again. I just have a line up of the ones that saw me well before the pandemic started. I'm not even sure if they are all still working for this app, because I've tried to book prior therapists in the past and them it seems I learn they are no longer on a schedule, though they still are in the lineup of therapists.
The tipping part of Soothe is a problem for me as well. I usually give cash tips, which means Soothe then bugs me every time I go on it to 'tip the therapist'. The amount to tip is associated with a changing face from smily to frown, depending on the tip size, and since I tipped a good therapist with cash, I certainly don't want the frowny face on their name.
I told the above to customer service when I needed to give a tip through Soothe because I didn't have enough cash on me. Soothe brought up the penultimate therapist I had seen, and I accidently have the tip amount to them and I had to call customer service to get it fixed. The service guy told me to delete Soothe and reload it to my iPad, I did, and the problem still exists.
Bottom line-therapists generally great, app needs some work.

by SACP12

Only reason I didn’t give it 5 stars is because I had a little difficulty with payment. I had a gift card from spa finder and I had some problems putting payment in. However, when I contacted chat they were able to help and direct me. It took a bit but I was told it was because they just started using Spa Finder. It worked out because I am persistent. The other problem, it didn’t give notice that I was not able to get anyone on the time I selected. I didn't figure it out until I went in to app to check to make sure someone was coming and it denied my time stating that there was no one available. It would've been nice for an indicator from app or text to let me know. Once I picked a second time everything went in and worked well. I will say other than these little glitches everything else went very well. My massage was wonderful and it was awesome I could have it done in the comfort of my own place. We had a VRBO rental and it made it extra special for our trip. Michelle was wonderful and I would book her again. Thank you!

by STD73

I was in definite need of a massage on a Friday evening. Well I didn’t want to drive because that aggravates the back pain. Decided to look on line and was happy to find there was a mobile massage servicing the area. I couldn’t believe they said someone would be there in 90 minutes 🤭. Sure enough, right on time a girl named Samantha showed up and said she was my therapist. Alright, still not expecting anything more than an untargeted lite touch from a mobile company. I was pleasantly shocked, at the precision of her hand placement & pressure. A super great massage and nice girl with intellect & conversation skills. I’m sold. No more car rides. No more traffic. No more skipping a well needed massage.

by Rebecca Sills

I was very fortunate to get the fantastic Linda as my therapist! Here is what I loved about her:

Her training includes medical massage and her technique is much more focused on problem areas. I’m used to deep tissue massages that are rather painful because they help with spasms and knots using a brute force kind of approach.

With Linda the massage was NOT painful and I wasn’t sore the next day—AND I now have MORE range of motion in my neck compared with other massages! As she explained, she can feel where the problem points are and direct the work there in a focused manner. Additionally she applies only the minimum force required to release these spasms.

I admit I was skeptical initially, but I am now a believer. Don’t expect your typical deep tissue massage from Linda—and that’s what makes her great.

Unlike a visit to a typical health care provider, I previously had no expectation that a massage therapist might be using his/her hands to do a kind of “examination” as part of the therapeutic/healing process. However, in Linda’s approach, skillfully sensing and assessing your muscles and tissues is a critical component. This is what enables her to focus on the specific points that need attention and to only use the minimum force necessary.

If you’re looking for maximal outcome with minimal pain, I can’t recommend Linda highly enough.

by ChrisJay030

This is my go to for in home comfort. I always use the same person feature. It was amazing from start to finish plus Ron always changes things up. I scheduled 2 sessions on Valentine’s Day as my husband had never had a massage before... how perfect right?? All in the comfort of your own home. My husband had his session and then i had mine. He loved it too! But i explained he’d have to download Soothe himself and start an account (lol) that was just to get him hooked. Come to think of it .... it’s time for me to schedule one as it’s been a while(lol). It’s the best thing you can do for yourself, your partner and a great gift for Mother’s day! The price is fare for an i home massage where they come to you.. i try to have a little Gatorade for my masseuse when he’s done.. just as a sincere thank you. Be kind to whomever you get because they will always be kind to you. Enjoy

by Phase42013

I had a total hip replacement at the beginning of October. I’ve been using a walker and had in-home physical therapy. I couldn’t even do the basic exercises and my therapist could see the pain on my face. I booked a session with this app from a gift card, a few days before November. Maria Teresa was sent by this app and she has a PT background. She knew exactly how to massage along muscles, etc. I got off the table and have been walking on my own and the exercises are easy. I can’t begin to explain how important this has been and this app sent the perfect person. A medical massage “Should” be mandatory for physical rehab. I have future medical issues and have stumbled upon the ‘secret’ toward healing. One massage did more than 11 in-home PT sessions. I will certainly be booking more.

by Gditila

We are four ladies that get together once a year. We usually book massages in town at a salon. This year we booked with this app for massages in our rental cabin. The booking process was fairly easy with very good communication from this app to book what we wanted (2 masseuses, four 90 minute massages). Due to a limited number of contracted providers in the So Lake Tahoe area, one masseuse signed up for all 4 massages. I was assured that Jamie B was up for the challenge. And she most definitely was! She was charming, interesting, friendly and amazingly strong with no decrease in length or quality of massages despite the 7+ hours she worked (with less than 10 minutes of ‘down/personal time’ between massages). She’d driven 2 hours to reach us and had a return drive of equal length yet was as cheerful and energetic when she left as when she arrived. If Jamie B isn’t the face of ‘this app’, she certainly should be! We definitely recommend this app and will book again! Thank you this app and Jamie B!