Before you schedule an appointment, realize that your appointment time means nothing to Massage Envy and they have no respect for your schedule I scheduled a couple's massage days in advance at 4pm as a one year anniversary celebrationI got a call thirty minutes before our appointment stating that someone underage came in for a massage, and that Massage Envy did not realize that said customer was a minorDue to company policy, the minor could not be massaged until there was an adult with them, so Massage Envy waited on the adult to come, then placed the minor in the couple's massage roomI was asked to switch to separate room massages, which I turned down for obvious reasons; if we wanted separate massages, we would not have scheduled a couple's massage, especially to celebrate our anniversary I reminded the worker on the phone that I had called in advance to schedule this couple's massage for our anniversary, stated it didn't seem fair that my husband and I would be punished for circumstances that could have been avoided, and asked what could be done to make the situation rightMy husband had already taken off work early so we could enjoy our peaceful and romantic massage together The only solution Massage Envy came up with was to ask a massage therapist that was already home from getting off early, and to push back the appointment an hour after I had scheduled it initiallyWe realized how much it would affect our massage to have someone that had already checked out of work mode for the day, come back in and do an hour's massage, and did not want to punish that therapist for his/her company's incompetenceWe also had other previous engagements at 6pm, so that option was not possible for usIt was not fair to ask us to push our entire schedule back because of a mistake on Massage Envy's behalf There was no remorse shown on the other side, other than a fake, insincere customer service basic of "Oh, I'm sorry" and no actions to even attempt to make it rightHad Massage Envy offered some sort of incentive (free facial, hot stones with massage, essential oils, 50% one of our massages, etc...) we would have been more willing to work with their screw-up, and I would not be writing this complaint As it stands, my husband and I scheduled a couple's massage to celebrate our one year anniversaryMassage Envy's incompetence and complete lack of respect for their client's scheduling made what would have been a relaxing and romantic evening into an evening of anger and disbelief of terrible customer serviceUsually if a mistake is made on the company's behalf, they will do anything to make it right, not just a superficial apology and inquiring of a time to rescheduleMassage Envy completely disregarded the fact that we had scheduled our couple's massage days in advance to celebrate our one year anniversary, not just as a usual event I am not pleased with this Massage Envy due to the poor way in which this situation was handled and the lack of respect shown to usI wanted to let the public know to not expect their massages at the time scheduled, no matter how far in advance you called or how special the occasion is, even after letting Massage Envy knowMight as well just make it a wawhen you have spare time
Before you schedule an appointment, realize that your appointment time means nothing to Massage Envy and they have no respect for your schedule.
I scheduled a couple's massage days in advance at 4pm as a one year anniversary celebration. I got a call thirty minutes before our appointment stating that someone underage came in for a massage, and that Massage Envy did not realize that said customer was a minor. Due to company policy, the minor could not be massaged until there was an adult with them, so Massage Envy waited on the adult to come, then placed the minor in the couple's massage room. I was asked to switch to separate room massages, which I turned down for obvious reasons; if we wanted separate massages, we would not have scheduled a couple's massage, especially to celebrate our anniversary.
I reminded the worker on the phone that I had called in advance to schedule this couple's massage for our anniversary, stated it didn't seem fair that my husband and I would be punished for circumstances that could have been avoided, and asked what could be done to make the situation right. My husband had already taken off work early so we could enjoy our peaceful and romantic massage together.
The only solution Massage Envy came up with was to ask a massage therapist that was already home from getting off early, and to push back the appointment an hour after I had scheduled it initially. We realized how much it would affect our massage to have someone that had already checked out of work mode for the day, come back in and do an hour's massage, and did not want to punish that therapist for his/her company's incompetence. We also had other previous engagements at 6pm, so that option was not possible for us. It was not fair to ask us to push our entire schedule back because of a mistake on Massage Envy's behalf.
There was no remorse shown on the other side, other than a fake, insincere customer service basic of "Oh, I'm sorry" and no actions to even attempt to make it right. Had Massage Envy offered some sort of incentive (free facial, hot stones with massage, essential oils, 50% one of our massages, etc...) we would have been more willing to work with their screw-up, and I would not be writing this complaint.
As it stands, my husband and I scheduled a couple's massage to celebrate our one year anniversary. Massage Envy's incompetence and complete lack of respect for their client's scheduling made what would have been a relaxing and romantic evening into an evening of anger and disbelief of terrible customer service. Usually if a mistake is made on the company's behalf, they will do anything to make it right, not just a superficial apology and inquiring of a time to reschedule. Massage Envy completely disregarded the fact that we had scheduled our couple's massage days in advance to celebrate our one year anniversary, not just as a usual event.
I am not pleased with this Massage Envy due to the poor way in which this situation was handled and the lack of respect shown to us. I wanted to let the public know to not expect their massages at the time scheduled, no matter how far in advance you called or how special the occasion is, even after letting Massage Envy know. Might as well just make it a walk-in when you have spare time.
Before you schedule an appointment, realize that your appointment time means nothing to Massage Envy and they have no respect for your schedule I scheduled a couple's massage days in advance at 4pm as a one year anniversary celebrationI got a call thirty minutes before our appointment stating that someone underage came in for a massage, and that Massage Envy did not realize that said customer was a minorDue to company policy, the minor could not be massaged until there was an adult with them, so Massage Envy waited on the adult to come, then placed the minor in the couple's massage roomI was asked to switch to separate room massages, which I turned down for obvious reasons; if we wanted separate massages, we would not have scheduled a couple's massage, especially to celebrate our anniversary I reminded the worker on the phone that I had called in advance to schedule this couple's massage for our anniversary, stated it didn't seem fair that my husband and I would be punished for circumstances that could have been avoided, and asked what could be done to make the situation rightMy husband had already taken off work early so we could enjoy our peaceful and romantic massage together The only solution Massage Envy came up with was to ask a massage therapist that was already home from getting off early, and to push back the appointment an hour after I had scheduled it initiallyWe realized how much it would affect our massage to have someone that had already checked out of work mode for the day, come back in and do an hour's massage, and did not want to punish that therapist for his/her company's incompetenceWe also had other previous engagements at 6pm, so that option was not possible for usIt was not fair to ask us to push our entire schedule back because of a mistake on Massage Envy's behalf There was no remorse shown on the other side, other than a fake, insincere customer service basic of "Oh, I'm sorry" and no actions to even attempt to make it rightHad Massage Envy offered some sort of incentive (free facial, hot stones with massage, essential oils, 50% one of our massages, etc...) we would have been more willing to work with their screw-up, and I would not be writing this complaint As it stands, my husband and I scheduled a couple's massage to celebrate our one year anniversaryMassage Envy's incompetence and complete lack of respect for their client's scheduling made what would have been a relaxing and romantic evening into an evening of anger and disbelief of terrible customer serviceUsually if a mistake is made on the company's behalf, they will do anything to make it right, not just a superficial apology and inquiring of a time to rescheduleMassage Envy completely disregarded the fact that we had scheduled our couple's massage days in advance to celebrate our one year anniversary, not just as a usual event I am not pleased with this Massage Envy due to the poor way in which this situation was handled and the lack of respect shown to usI wanted to let the public know to not expect their massages at the time scheduled, no matter how far in advance you called or how special the occasion is, even after letting Massage Envy knowMight as well just make it a wawhen you have spare time
Before you schedule an appointment, realize that your appointment time means nothing to Massage Envy and they have no respect for your schedule.
I scheduled a couple's massage days in advance at 4pm as a one year anniversary celebration. I got a call thirty minutes before our appointment stating that someone underage came in for a massage, and that Massage Envy did not realize that said customer was a minor. Due to company policy, the minor could not be massaged until there was an adult with them, so Massage Envy waited on the adult to come, then placed the minor in the couple's massage room. I was asked to switch to separate room massages, which I turned down for obvious reasons; if we wanted separate massages, we would not have scheduled a couple's massage, especially to celebrate our anniversary.
I reminded the worker on the phone that I had called in advance to schedule this couple's massage for our anniversary, stated it didn't seem fair that my husband and I would be punished for circumstances that could have been avoided, and asked what could be done to make the situation right. My husband had already taken off work early so we could enjoy our peaceful and romantic massage together.
The only solution Massage Envy came up with was to ask a massage therapist that was already home from getting off early, and to push back the appointment an hour after I had scheduled it initially. We realized how much it would affect our massage to have someone that had already checked out of work mode for the day, come back in and do an hour's massage, and did not want to punish that therapist for his/her company's incompetence. We also had other previous engagements at 6pm, so that option was not possible for us. It was not fair to ask us to push our entire schedule back because of a mistake on Massage Envy's behalf.
There was no remorse shown on the other side, other than a fake, insincere customer service basic of "Oh, I'm sorry" and no actions to even attempt to make it right. Had Massage Envy offered some sort of incentive (free facial, hot stones with massage, essential oils, 50% one of our massages, etc...) we would have been more willing to work with their screw-up, and I would not be writing this complaint.
As it stands, my husband and I scheduled a couple's massage to celebrate our one year anniversary. Massage Envy's incompetence and complete lack of respect for their client's scheduling made what would have been a relaxing and romantic evening into an evening of anger and disbelief of terrible customer service. Usually if a mistake is made on the company's behalf, they will do anything to make it right, not just a superficial apology and inquiring of a time to reschedule. Massage Envy completely disregarded the fact that we had scheduled our couple's massage days in advance to celebrate our one year anniversary, not just as a usual event.
I am not pleased with this Massage Envy due to the poor way in which this situation was handled and the lack of respect shown to us. I wanted to let the public know to not expect their massages at the time scheduled, no matter how far in advance you called or how special the occasion is, even after letting Massage Envy know. Might as well just make it a walk-in when you have spare time.