Massage Envy Reviews

by CS135111

Not once have I ever been able to make an appointment on MassageEnvy. You pay a lot of money for this membership, you do the millions of steps of MassageEnvy (ok, 6 or so) that are required to book, then you find an appointment, but by the time you get to the click to book page and click book appointment, the screen goes blank or it eternally loads. This issue has been going on quite some time now, it never gets fixed. The people in store say there are no issues with MassageEnvy and it should work fine, but clearly they dont use it. I’ve tried making sure there are updates, turned my phone off and on, but it continues to happen. What’s also frustrating is you find one, go through all those steps and take all that time, give up and call, and sometimes that slot is available when you call but other times it’s not. If you want an app to show you your appointment or research the service options, it works. It’s useless for booking appointments. If they fix it I’ll change my review, but meanwhile don’t waste your time and just call the store if you want a massage. Sadly, the office staff are so busy so if this worked it would save them all so much time, but clearly MassageEnvy is not a priority. Or maybe it’s a way to deter you from using your massages.

Also, you have to scroll day by day to find one and sometimes that takes a ton of time. If they could just show you when there are openings, it would make this more efficient and user friendly too.

by Manfrenjenson

I do not understand how MassageEnvy has 4.7 stars. It has so many issues.
First of all for those with memberships it doesn’t show how many appointments you have accrued. And during Covid I have accrued a lot. I have to call or go in to find out how many.
Secondly it is so hard to find appointments. You have to book weeks in advance and when me back is aching I don’t want to wait weeks. You can only search 3 locations at a time. I have about 10 that I’m willing to drive to which means I sometimes have to do 3+ searches to find an appointment that works. And if you are searching for multiple services it doesn’t automatically find one location that has all three in a row. So for example after finding a massage and a stretch then I get to facial and find out there isn’t an appointment that day and have to start over.
There is also no way to cancel an appointment in MassageEnvy . Even if it’s three weeks away. You have to call to cancel. I was born after 1980. I hate calling needlessly. It’s such a waste of time.
Lastly clicking the “add to calendar button” just crashes MassageEnvy and doesn’t add it at all. So yeah. I would not rate MassageEnvy 4.7 stars at all. I’m going with one.

by Fortheluvofmusiq

MassageEnvy worked well enough for me to book appointments before I became a member. For some reason once I signed up for membership MassageEnvy stopped working for me. If does not show my upcoming appointments. Rarely does it give the option to book appointments. I pick a day along with all of my specifications and then it’s hit or miss. One day I had almost scheduled with the therapist and time frame of choice and when I went to select it, it gave an error message. I had a second preferment in mind of availability that I’d seen on the site and just decided to call instead to eliminate any problems. I followed up with a phone call to my location and found out the availability on MassageEnvy was not reflective of the actual availability of the therapists. I know when I signed up for membership, I could not see my future appointments. This is frustrating because I have the one therapist that is a must for me and I’d scheduled with her for months in advance. I didn’t complain as long as the system kept my appointments locked in. I figured MassageEnvy would reflect any future activity. Well that’s not the case. I cannot do anything on MassageEnvy. It’s very frustrating because if it work as intended it would save me a lot of time.

by Suzyq6152

I will often give good reviews of restaurants, retailers etc...almost never bad reviews. But I’m hoping that the developers actually read these and value the input. First of all, I’m stunned that they show an overall 4.7 (out of 5) rating because almost every one I’ve read from the past year + is pretty negative. As for me, hope springs eternal! So after visiting my local ME, scheduling a couple of appointments and verifying they had my correct email address, I decided to take another run at getting MassageEnvy to work. Knowing that it had just undergone a number of updates, I decided my best bet was to delete the existing app on my phone and download the new version. But no. I tried creating a new profile, only to be told that my data already existed in the system. So I tried logging in instead, only to be told that my email address was not registered. This after just having received an email from ME confirming my appointments. It would seem that MassageEnvy and the software each franchise uses are not on speaking terms.

I would estimate that this is the fourth or fifth time I’ve done the above futile exercise, and I’m officially giving up. Life is short...

by Ababy0303

Worst app! I try to book an appointment, I’ve had a membership for 1 year and MassageEnvy won’t let me book, it says, ‘oops! We are having trouble with your account’ and I have to call into massage envy locations to book which is extremely frustrating because the put me on long holds and by the time they get to me the appointment and massage therapist gets booked. I’ve brought this issue up to the front desk at massage envy and they said a lot of people have complained about the same issue. There’s no customer support on MassageEnvy to contact someone about the glitch of not being able to book online. Also, having to go through the prompts which is lengthy and only being able to look at a limit of three locations at once isn’t logical when you live in a big city. I have 9 different locations where I live and having to go through only 3 at a time, for it to say, ‘no appointments available’ and then start all over for another three locations to find a deep massage at the right time, takes ages to find one and then I can’t even book it after finding the right fit. It’s madness!

by MomFandF

I’ve been a member for almost a year and have never been able to use MassageEnvy for scheduling. The criteria it uses to see what kind of massage you need almost always results in there being no therapist to support your needs available. If you do find availability, it doesn’t recognize you are a member and makes you give a credit card to book the appointment. I have tried giving it a credit card and I get an error message telling me I have to call the franchise I am trying to book with to make the appointment. Which means I will call and a leave a message and have to be available when they call me back. I tried calling the support number Massage Envy has listed under “Customer Service” but that is for “survey support” whatever that means. When I mentioned to the front desk the frustration I have with MassageEnvy , the woman there said “yeah, everybody hates MassageEnvy . You are better off just calling us.”

by Angelsim06

MassageEnvy works well enough for booking appointments but that’s all it’s good for. I was a member in Florida but I live in Louisiana so I cancelled my Florida membership and signed up in my home town. I’ve called Massage Envy as well as attempted “app support”, which there is none of, and I’m still not able to see any of my member benefits. My fiancé uses MassageEnvy all the time and he can see how many prepaids he has available as well as an entire list of all his previous massages, even though he never actually books through MassageEnvy . I’ve been booking through MassageEnvy for a year now and I can’t see a single massage booked. It also still shows my Florida location as my primary. As stated, I’ve attempted to speak with managers and they’ve said they’ve adjusted everything in their system and it “should work now” but they’ve also said they have no idea whatsoever how MassageEnvy works because it’s a third party or something and they receive no training on it. This is from a manager! It’s really frustrating. Minor, but frustrating. MassageEnvy has literally one job and it has NEVER worked for me. What is even the point?!

by JsUNC

I have no idea how the decision was made to change their system in such a way that it meant everyone’s profile was no longer valid. On the login screen there’s a message saying something like if you have trouble logging in, create a new profile. First, what kind of amateur hour solution is that? When you do try to create a new profile then there’s an error message that the email is already in use, which means providing Massage Envy another email for marketing. But it gets worse the next time you try to logon with the second email you get the error that showed up with the first email where you have to create a new profile. I should note this doesn’t just happen with MassageEnvy , the same thing happens with the web page too. MassageEnvy looks nice but is completely useless when you want to schedule an appointment.
Edited in response to developer - I didn’t have an account prior to the cut off date, I created my new account in January of 2018.
Advice to people wanting to use MassageEnvy - don’t waste your time with it, just call your local ME practice directly.

by Apjp2004

MassageEnvy is VERY basic. You are able to see what services as available at any one office but to get to that point you have to enter all your information even after logging in. Also, you can only see one location at a time without having to go through all the questions again to see what’s available at the next location. It’s a lot of work. Then despite being logged into my account as a member it doesn’t seem to recognize my membership and give me any of the discounted information or show how many massage sessions I have available to me. This is annoying because it means I always have to call to confirm instead of checking my member benefits myself. In addition I can’t seem to book an actual appointment through MassageEnvy , I can get as far as seeing what’s available but then it doesn’t let me enter my card information to book the appointment, I always end up having to call to actually schedule which makes MassageEnvy only useful for identifying which offices in my area have availability for a date I’m looking at.

by Cgmatt1369

I have been attempting to set up my profile and MassageEnvy constantly says my email is currently in use with Massage Envy and that I need to enter my password to login. I attempt to do this and then MassageEnvy says that my password is wrong and I can request a 5 digit pin to be emailed to me. I do that and then use the pin and MassageEnvy says it is an invalid pin. This continues on until I delete MassageEnvy and reinstall it. Then the cycle continues on. Just absolutely irritating.

And the saga continues, I created a new email address and now massage envy tells me that I have to use my old one. Low and behold MassageEnvy and account says that my registered email must be used and once again stuck in the same vicious cycle to login! Massage Envy corporate cannot be reached. I’m going to cancel my membership and ask for all my money back (approximately 80+ services saved up) because I can never get appointments at any location unless I present myself as a walk-in. Useless app and at this point totally worthless to be a member.

by Rhetprof17

I have only been a member for a few months, and have had the therapists cancel on me on three separate occasions. The first time I drove for 45 minutes, waited in the waiting room for 10 minutes and then was told my therapist was going to show up. An hour an a half of my time wasted. I have had to listen to the therapists complain about the lack of professionalism, and since I have been going three therapists have quit. Last week my appointment was canceled two days in advance because the therapist quit. And the women who called to tell me my appointment was canceled also told me that she had just given her two weeks notice! Poor management. When I spoke with a manger, I was told I couldn’t cancel my membership even though I have had several appointments canceled. I don’t foresee this place staying in business for much longer. If you can’t offer reliable service in a competitive market, you aren’t going to last. Too bad. The concept is good, but the management is horrible.

by GonnaPartyLikeIts1999

There is rarely any availability for appointments on MassageEnvy. They don’t post cancellations back to MassageEnvy so you have to call to get on a list for cancellations. MassageEnvy scheduler only goes about 5-6 weeks out on the calendar too so you can’t preplan your massages for availability. I really dislike booking in person or over the phone because my schedule is so chaotic. If you need to make changes to a massage you also have to call. I miss being able to use MassageEnvy to plan out my massages. I keep wanting to just cancel my account since I can only get about 3-4 massages a year due to lack of therapists, app lack of functionality and lack of scheduling flexibility but I’m still holding out hope that they’ll pay their therapists more so that they’ll stay and they’ll fix MassageEnvy to be more useful. I’m already tipping above and beyond in hopes of them fixing their staffing issues.

by AaaaaaaaMT

Two suggestions for the Massage Envy booking app:

1) Please offer a way to modify location at the point where you’re picking dates and times. Part of the reason that people join Massage Envy is for the flexibility of numerous locations and hours; MassageEnvy should reflect that flexibility. It is really inconvenient and time-consuming to pick a location on the first screen and then click all the way through the other pages, only to have to go all the way back to the first page to modify location when you find that no therapists are available at your first location choice.

2) Please don’t force customers to click through two separate pages of “add on” services every single time they’re trying to book an appointment. The gimmicks are already off-putting in the first place, and it just adds insult to injury when you’re forced to choose/decline the gimmicks every time you want to book an appointment. Per my earlier comment, I often end up having to click all the way back to the beginning (multiple times) to modify the location choice, which means I’m having to click through the gimmicks way too many times. As an aside, it is also off-putting and lacking class that the icons for the add-on services are very phallic.

There have been multiple times when I’ve given up on booking an appointment because I’ve run out of time to click through everything and/or simply got get too fed up with the issues mentioned above.

by Chooch06

MassageEnvy is great as long as you never change your phone number or email. If you do, you lose all functionality tied to your account and no one seems to know how to update it. You cannot update yourself, if your local franchise updates contact information in the system MassageEnvy and website don’t see it. Now all I can do is make appointments. I can’t see any membership details, my appointments don’t get tied to my account so I have to tell them every time to look it up using my old phone number. Some stores will link the service to my account, some won’t so there is no history of my services available. Apps typically make things easier by giving the customer control over their account. This one only does if you don’t change anything once you’re in it. For a franchise as big as Massage Envy, I am surprised at how limited MassageEnvy is.

by Prince Albert 00g

App is basic and just ok, but certainly lacks a comprehensive user experience. In addition to scheduling and upcoming appointments, the Dashboard should also include the ability to modify an existing appointment, view past appointments, and the ability to quickly reschedule with a past therapist or location, and the balance of available units/credits.

There should also be company Covid-19 response/message (or a link to it) somewhere on MassageEnvy ... possibly at the top of the Dashboard near “Welcome Back ...”

The Profile/Account section should have information on the balance of available units/credits as well, units/credits used (e.g. this month, this quarter, year to date, last year, etc), billing information, ability to change payment methods, add and purchase gift cards, and an option to either suspend/hibernate or cancel membership especially during the pandemic.

by FunkyBilingual

MassageEnvy is alright, but lacks a lot of the functionality that I would have hoped for. Specifically, this is an app that most people are going to make use of after they join Massage Envy as a customer. So, I would presume that booking an appointment is of primary interest. However, the problem with MassageEnvy is that it walks you through what service and the options you’d like to only tell you what’s available at the very end. Then, if you’d like to try a different location, you need to walk through the same process selecting the service and options you’d like. Also, if you are a paying member, it doesn’t seem to recognize your lower / free (already paid for) rate. I’d think that if there was an option to select multiple locations or locations within a specified range, that would be extremely useful for most clients, but by that same token, it’d also show clients that there’s actually very little availability for services at peak times.

That said, MassageEnvy does help you make an appointment as long as YOU are flexible with your time, which is exactly the reason that it doesn’t work well for me. I have to plan a few days to a week before my appointment to get the time I’d like, but, so often, that changes with my work and family schedule.

Please do better Massage Envy.

by Drawingking1962

Not the worst app I’ve ever used but there are a few things that would make MassageEnvy better. It would be nice if MassageEnvy saved your preferred location. I have to change it ever time I want to schedule an appointment. It would also be nice if they put a picture of the masseuse next to there name and allow the customer to track which masseuse they prefer for different messages. I feel it’s easier to remember faces more then names since I only see them once or twice a month and I prefer different masseuses for different messages. Last but not least it would be nice if you could track your account allowing you to know if and when your monthly message was used and if any have carried over into the next month for use on a longer message. I am not a fan of having to work all that stuff out in the store in front of other customers.

by Lozzberry

MassageEnvy seems to work pretty smoothly. The actual selection process is less than ideal however. If you have been going to the same ME for years and know exactly who you want to see, you should be able to select a particular therapist FROM THE BEGINNING of your appointment request, instead of having to go through the whole process of “what kind of pressure do you like” or “what’s bothering you”. Yes, you should specify certain things beforehand (like if you’re pregnant, have cancer, or want a hot stone) in case your therapist of choice does not perform those services, but if you know who you want, that should be it. Also, not every ME offers the same services (for example, NYS does not allow therapists to perform exfoliating foot treatments), so that makes it seem like no LMTs are ever available if you select that service before trying to book. The whole online booking needs tweaking. I also have noticed a few connection issues with MassageEnvy “having trouble connecting to Massage Envy servers”.

by Cc_Loves_Music

MassageEnvy works really well for me, but they need to read MassageEnvy feedback. When I first signed up for Massage Envy, I downloaded MassageEnvy and had no problems. MassageEnvy used to also provide how many massages were left on my account so that I knew how long to book for my next appointment. Then sometime within the last year or two the developers decided we did not need that feature anymore. If the point of MassageEnvy was to add convenience, then that was one mark they missed. Now before I book (online or by phone), I have to call first to see how many sessions I have available. And app support is nonexistent...the website points you to the customer service page which is not the same as technical support. I emailed them in the past to address things but got no response. I gave four stars because overall MassageEnvy does what it is supposed to do.

by Brando2115

Based on previous reviews I’m assuming this may be an isolated issue, but the Massage Envy app has been absolutely useless the last few months. When I first downloaded it, everything worked well (5 Star app - loved not having to call in and being able to see my previous therapists), but for the last six months or so, every time I go to select the location or give feedback or anything it gives me a “Oops! There was a problem completing your request.” I’ve deleted and re-downloaded MassageEnvy with the same results. I can sign in, even get to the point of location services identifying my location, but when I attempt to select the location, error every time. It even happens if I get a “feedback screen” after a massage (that I had to book by phone).

by Neverrightsreviews

Ive been a Massage Envy member for 10 years and have started to use MassageEnvy to book appointments. The booking process seems too long and at the end you find out that nothing is available on the day you’ve selected. Can MassageEnvy look at availability first so I can pick a 60 min if that’s all that’s open vs trying over and over at multiple locations to find a 90 min slot. I’d like to save my preferences. Such as days and times, that I am generally available, my therapist gender preference, and massage preference type. Your app could know my preference and if an opening comes up it could message that an opening is available that matches my preference and offer to book it.
Also, I would love to be able to make a personal rating system for therapists. I’ve had great massages and then some pretty bad massages and I want to remember to not select that therapist again.