I would give my services a 5 star review as I have had exceptional esthetician’s over the last 10 months. Unfortunately, I would give this location a 1 star due to my experience with the front desk management. I have had multiple back and forth conversations with the staff at the front desk regarding a membership I have attempted to cancel since March. Initially, the woman I spoke with informed me my membership was cancelled and I would be using my remaining credits within the allotted 60 days. Come April, I was charged the monthly membership fee again to my surprise. Upon calling and inquiring, I was told I needed to fill out a cancellation request form (which the woman I spoke with in March never informed me about). I visited the location the next day (April 6) for a service and filled the cancellation request form out as I was checking out. Come April 26, I was charged (again) for the monthly membership fee and was very disappointed as I physically came in to sign the form. Over the course of the last week, I have called this location 6 separate times in which I’ve been told someone or a manager would call me back (of the 6 times, I received a call back once). I spoke with a manager named Danni on April 30 who at the time, I believed was the most helpful individual (she was the one person to call me back) in claiming my membership was in fact in cancellation, that I should not have been charged on April 26 as my cancellation form was submitted on April 6 and takes 10 days to process (which would be April 16), and that I would be receiving a refund within 1-2 days. Come May 3, I realized I had not been refunded so I called to speak with someone. I spoke with a very helpful lady named Mary Kelly who let me know there were no notes in my account claiming a refund would be issued and she was not a manager so she could not assist. She let me know someone would call me the next day after adding the note for her manager to review. Come May 4, I call again and speak with Danni (the same manager who spoke with me on April 30 claiming my account was cancelled and a refund was being processed) and she told me she needed to call me back within the hour. 3 hours pass and I call back AGAIN and ask to speak with Danni. I was very disappointed in her level of service, especially at the manager level. I asked why she told me she credited my account on April 30 if she never processed it or put it in my notes, and she apologized and said things got busy in the store. I then reminded her that she was to call me back within the hour that day and never did, yet I had to call back again (3 hours later) and she again said things got busy. ***In short, I am incredibly disappointed in the level of customer service this location provided. Danni told me this was a training facility and used that as an excuse as to the poor level or service received. As someone who’s been in the customer service industry for 12 years, I am appalled at the lack of professionalism this location has displayed in rectifying a situation of cancelling a membership that they messed up, and their lack of competency in following through with the process they set in place as they “lost” my cancellation form I filled out in their store. I have cancelled my membership and will not recommend this location to anyone moving forward***

I like the ability to register an appointment online and give details to what I'd want in a massage. A practical assessment of my first visit to this location shows this location can use improvement in staff and climate. When I arrived the office it was so cold inside and found out that they have issues with the owner of the building making repairs in a timely manner. I was greeted by front desk staff on a cell phone and they held the cell phone to their ear throughout my transaction. They said their manager was on the phone. My expectation (and practice in customer service) is that you tell the person on the phone, "I have a customer can you hold please?" I met my therapist who seemed distant as of they had something weighty on their mind and not quiet prepared for me. I registered 2 hours in advance online answering ALL of the questions they ask at the beginning of your session so it didn't make sense to me, at least, why the therapist had to ask me what I was struggling with or areas of concern. They did exceptional service in massage and with light conversation they seemed to relax a little. It was SO cold in my room making it difficult to disrobe or redress. On checking out a worker came through the front exclaiming someone called out to which the others present commented aloud "yeah, of course they would." In customer service I was taught to never talk about co-workers or issues in front of customers. I like the therapist's technique. People have bad days so I've planned a return appointment to give them a second chance at a good impression.

On a mini vaca with my husband to see the Phoenix AZ Art Museum, I booked a massage for both of us since my back is shot and his ankle gives him grief. I figured after hours on our feet to see the art would aggravate these old-age maladies. When I called to make the appointment, I mentioned our plans to Michael who advised and efficiently booked our massages. Upon arrival at Massage Envy in Arcadia, Michael greeted us and adeptly put us at ease by recounting the bits of information I had told him on the phone and the reason we were visiting. He guided us through the intake process to ensure we had all our needs met and had an overall positive experience. Additionally, we had asked Michael some advice for getting around Phoenix. He not only answered our questions straight away, but while we were in our massage session he looked up some other information to help us while we were in town. It was like he was an old friend. The facility was very clean, warm and inviting. We both were very comfortable and found it easy to relax and get the most out of our time there. I came away feeling years younger and ready to tackle another day of being on my feet enjoying the beauty of the fine art at the museum. I would definitely return for another session if I were visiting Phoenix again.

Don't sign up!! Its a scam and the company is just about the membership and money, their actions show they really don't care about your well being and physical health. Its a bummer because this would be a great model for a lot of people who truly need this during a stressful year and massages can get pricey. I had a similar experience to the other reviews; I put a freeze on for COVID, then they automatically started it back up, I had a lot of credits, tried to get in and there weren't a lot of available times, then they said I had quit and my credits were no longer good because it was over 90 days. I had not quit but they knew I was trying to quit and therefore lied and said that I had quit last time I called. Instead of calling and being in touch about the credits and being a responsible business to their clients and work to fix the issue they only wanted to get my credit card back on file and they used my credits (that I had already paid for, mind you) as the carrot to get back into the program. It felt super shady and so I just said "forget it" and moved on because I knew there would be another issue in the future. The whole process was horrible in every way. They will find a way to keep your money but not offer you the services you want or need. Don't go here.

I am giving a 2 star review because some of the facial and massage therapists are good - it is hit or miss though. My low rating is due to the fact that the front-desk staff are not trained and will give incorrect information and then the management staff do not stand behind what they tell you. The straw for me was that I was charged for a full service that I was told could be taken from my next month's credit. When I called management, they just told me that the information I was given was wrong and it was a "training opportunity" for the front-desk staff. I then cancelled my account as I cannot continue to pay for services that I did not expect to pay for. I immediately returned my cancellation form (well within the timeframe required) and the desk staff confirmed that the email was received. But I was then charged again the following month. Management has never returned any of my calls when the desk staff have left messages. DO NOT give your credit card number to this store! And one more reason for the low-rating is that they very frequently call and text to get you to come in for additional services. I recommend you take your money elsewhere if you are seeking a spa that will help lessen your stress, not add to it!

I had a life-stopping pinched nerve in my shoulder from sleeping on it wrong. I had never been to a ME before, and because I used to see a private massage therapist for years, I figured I should keep my expectations low to avoid disappointment. Jenn R. gave me one of the best massages I've ever experienced. She even stayed late to go 90-minutes in hopes it would help my pinched nerve move into place. I decided that night that I would become a ME member if I could book with Jenn R. I know that not all therapists are created equal. If you're looking for the best at this location (she is GREAT at finding the right pressure), ask for Jenn R. Thank you Jenn, for helping me feel better fast!

Save yourself the trouble and go elsewhere. They’ll cancel your appointments last minute without speaking to you more than they keep them. I have showed up numerous times for appointments that are booked at least three weeks in advance (when I leave my last session) and they’ll say oh we left you a message that we canceled your massage. I look and they’ve called me like 4 hours earlier to cancel and never spoke to me. It’s insane, and they do nothing to rectify the situation - horrible customer service. I reached the point where after years and years of being a customer, I finally just switched to Elements. Just don’t bother, it’s not worth the hassle and headache.

This place is very inconvenient. I called in hoping to schedule a a lymphatic massage being a breast cancer survivor. I was told that even though there’s openings, they will only do it for an hour and a half for the more expensive price or nothing at all. I’ve never been to a massage envy, but can’t help to think what poor business skills. Then when I said this is very inconvenient, they said yeah thank you have a nice day and hung up. It’s right next to my house and I wanted to love this place and get to go here but that was a horrible experience, especially when I really needed this massage and was interested in using massage envy for the first time

UPDATED REVIEW: i am changing my review as it was taken care of so quickly. The manager really did seem like she understood where i was coming from. She was aware that I never had any problems prior to coming to this location and she felt terrible. So to update my review since the manager was so professional and calling me just to make sure that she knew the details about my experience and how she could fix it. They ended up refunding me for my 90 minute massage so I was able to go to a different location of my choice to get another 90 minutes. Shout out to the manager at this location, thank you. We need more managers out here like her.

I've visited other Massage Envy locations in the past and had a wonderful experience, but my visit to this location was not worth the money. The woman who greeted me was very friendly, but the rest of the staff seemed miserable. The waiting area was not relaxing because the door to the lobby was left wide open, the walls were very thin in my room and I could hear full conversations my entire massage, and the massage from start to finish was 45 minutes (for a 60 minute massage). I hope my experience was an anomaly for how their location normally is, but I would not return to this location based on my experience.

Enjoy coming to Massage Envy. My schedule can be limited so I appreciate that certain locations are open later (some until 8:00pm and others until 10:00pm). This particular location is open until 8:00pm. I also can tend to be a last minute scheduler since I don’t always know my schedule and at this particular location they seem to be able to accommodate me when I am calling for same-day appointments which is really nice. I’m not sure if that just means they are slower, but I actually really like that they seem more flexible for those of us who can’t/don’t always plan in advance.

Where to start? Girls out front were very loud, to the point where I could hear them in my massage room. Lights were BRIGHT in the massage room and the “relaxation” therapist focused on one spot of any part of the body. Imagine having just above your temples massaged for 10 min. One spot, no movement to the rest of your head during the “head massage”. Like it was her first day and I was the rest dummy. Never again. I had a 75.00 gift card, massage was I think about 55ish I left the rest as tip so I don’t ever have a reason to go back there.

They are thieves, I signed up my 85 years old mother on Feb 2020. March is when covid-19 started and my mom was afraid to go for a massage, due to her age. I have tried to cancel in March. they would not cancel the contract meanwhile I was charged $55 a moth for a year. In April I went to the store and canceled the contract and I was told I will receive 11 certificate by e-mail to be used in the future. I have not receive any certificate!! mean while the had a nerve to charge me for May and June as well. These people are crooks.

Chelsea has completely transformed my skin! I came in for a facial after receiving a credit from a family member and was surprised to learn Massage Envy uses medical grade products in their facials such as Jan Marini and PCA. Chelsea is so knowledgeable about skincare, products, and has great tips for maintaining healthy skin at home. The girls up front always make rebooking easy and make sure I’m always up to date on any deals for products and/or services. If you need a facial, Chelsea at massage envy is your girl :)

Lee is one of the best therapist. She is the only person I have really liked, so far. I have had some pretty bad massages where I left feeling that I had just wasted my money, and I consider this part of my physical therapy for my fibromyalgia. I have continued to stay on your plan only because of her helping me so much with my pain management. God bless her. I feel that she has helped me so much with my pain. I tried the biofreeze treatment last time and as I type this, I am 100% pain free, first time in years..

Giving 5 stars solely on Marissa P. (I believe is her last initial). I book with her every time at the Arcadia location. I live 45+ minutes away and it’s worth it to travel down. She is very professional and makes great recommendations on activities you can do outside of massages to keep fit and flexible. Highly recommend booking with Marissa. Otherwise at this location the front staff is pretty pushy with sales.. they all seemed new and were asking tons of questions. I’m a regular member so just felt off.

They manipulated a contract saying I agreed to a year membership when I did not . The manager came out several times and his sales representatives tried to pressure me and continuously pushed when I kept saying no . Made me feel cornered and very uncomfortable. Then lied on my agreement. I do not recommend this place at all ! Dont let them lie to you . They kept skipping over things every time I tried to read in depth in the policy and agreements . I am so disappointed and I feel taken advantage of.

I had a message package that was for six months. I called prior to my sixth monrh was told I could not cancel at that time. I'm a over the road truck driver. Finally talked to Millie at the Acadia location. Make a long story short. I have been charged 3 months past my 6 months. Spoke to Millie to day she states she has forced my account closes cause I refuses to sign .Thats BS Not gappy with service I r eceive and not happy with Millies lack of understanding.

What a great experience!! Both the full body massage by Jenn then a facial by Chelsea...it was my first time ever having a facial in my life. I recommend it to everyone, what a feeling of calm and relaxation thruought my whole day at the spa! Also Chelsea made me feel comfortable and was very accommodating to my needs. Nellie in the front desk was a very attentive young lady and walked me through the signing up process. I recommend it to everyone!!!

I've had facials at many places over the years. This was one of the best I've ever had, better than even expensive resort spa facials. Chelsea was very knowledgeable about skin and how to treat various issues. I could tell she is passionate about skincare. And the facial was so relaxing. She took great care with little details to make it as enjoyable as possible for me. I will definitely make this a regular part of my self-care routine.

I worked with several aestheticians before finding Samantha at Arcadia location. She is absolutely amazing. She helped me figure out my skin and find the right products. I love coming to see her at least once a Month for the past year. She never disappoints! Thanks for saving me from adult acne ❤️❤️❤️ Also started this program with massage envy over a year ago, I think it affordable totally worth it!

Samantha is amazing! She completed my microdermabrasion infusion & I’m loving the results already! Phoenix is a sun death trap, and the moisturizing lotions used has my face is heaven I’m 29, starting phases of fine lines - Samantha talked to me (and not sales talk, like talked to me ) about options and what could be best. I’m so excited to try the chemical peel next!

I always have a great experience at Massage Envy! Great customer service and professionalism. I’ve been a member for a little over a year. My esthetician, Chelsea, has a high level of expertise and such a delight. I trust her recommendations without a doubt. I am very pleased with the results. I will not see any other esthetician. Thanks Chelsea and Massage Envy!

Kisha is absolutely amazing! She walked me through scheduling and was incredibly accommodating. At the end of my call I realized I called the wrong massage place and am now going to cancel my subscription for my other place to come here. I had no idea facials can be used as well with your monthly subscription package. Thank you so much Kisha! You are amazing.

I highly recommend Chelsea if you’re looking to get a facial. She is so nice and super knowledgeable, takes her time to explain everything and answer questions. I always leave feeling so relaxed and happy with the services that I receive. Chelsea is very skilled, patient, pleasant to talk to and follows safety guidelines 5 ⭐️ ⭐️⭐️⭐️⭐️

The staff at Massage Envy off of Indian School Road were amazing. A group of 5 of us wanted services at the same time with a one day notice and Darren found a way to make it happen! He called in an additional massage therapist to help us out. Darren treated us like queens and made sure we were taken care of the whole way. Thanks Darren!

Marissa was so amazing and professional. She made me feel 100 % better than when I had walked in and she explained to me what my issues with my back were and what they meant and also gave me some stretches that could help me get by until I see her next month! I found my therapist for sure and am so grateful for the great experience.

Awesome massages and very friendly staff. I feel pampered and relaxed when I visit. The massage is so relaxing that I have twice started to dose off and that has never happened with any of my previous masseuses. If you need to feel spoiled or you deal with pain issues as I do, this is a great place to unwind and let them help you.

Jennfer R. communicated with me very well, her heart is into her career andloved it. My 3rd visit since on got on your membership. She knew what areas to focus on from my last two visits. She did not push any other items to suggest. She did more pampering and relaxed my overworked muscles. She did an outstanding job. Thank you..

First time going at this place and lemme tell you DeSiree helped me out with Everything and she’s really a nice and chill person to talked to and after the session she recommended me few Exercises I’m very grateful and thankful that she provide me the help and services Will Definitely come back again!

I prefer to stick to the same masseuse. Jen R. She’s easy to talk to about what I need for each session. She’s great with pressure. Her music selection is wonderful. As I continue to go I know I’m doing the right thing for my body. I feel like massage helps with my mental and physical health. Thanks!

I had an amazing experience with Elizabeth She was so professional so sweet and had great rapport. I completely enjoyed my massage. She listened to what my needs where and she took care of my problem areas, and I'm definitely booking with her again soon!!! 100% recommend her and the location

I’ve been seeing Sam for the last year, and my skin has completely TRANSFORMED. I had very dry skin from accutane and Sam brought it back to life. Not only is she amazing at what she does, but she also has great energy. She knows her stuff! See Sam if you want a great skin care experience!

Rebecca is amazing. (Arcadia) I have a bad lower back (L4-5, S-1)with tingling down my leg and foot. Her knowledge of working the muscles and nerves in my glutes loosens my back to keep me going! I come to visit my daughter every 6-8 weeks, and my first appointment is with Rebecca.

The therapists are amazing management sucks! Marissa by far is my most favorite especially since she has been helping me post op knee surgery! However I have never had a bad therapist here at this location! Megan is my favorite aesthetician highly recommend her for facials.

Jaz in the front desk is the RUDEST person I have ever experience it my 20plus years of customer service. She hung up on me and when I went in she didn't apologize. I immediately spoke with the manager who was very nice. However I will never recommend this location

Had a blip trying to reschedule but I was contacted by the branch and we were able to rectify it. I recommend calling as the desk assistants are super helpful and they will work out something with you. I had a great facial with Chelsea and I highly recommend it.

Rebecca was very professional and made sure that I was comfortable and relaxed throughout the massage. She would ask every so often if the pressure was firm enough which I definitely appreciated since I prefer a firmer massage. I felt so much better afterward!

Liz was amazing! I'm so glad I got her since she is oncology trained and I'm just 6 weeks from my last chemo. Wanted to get a massage in before my surgery next week. It's was just what I needed and she was a pleasure to have work on me/share conversation with.

Massage was okay, didn’t feel super tailored to what I need. Therapist was nice, but when communicated needed more pressure a few times, therapist did not meet my expectations. Not the best place to get a massage if you need real therapeutic pain management.

I got a facial by Angelique and a massage from Liz. I had the best time! All of the staff was so kind and nice. It made all the difference after a long day after work. Thank you guys for everything last night. YOU GUYS ARE AWESOME, THANKS FOR EVERYTHING !!

Spoke to Mariah and she is the definition of great customer service. She went above and beyond to assist all my needs. She was very attentive and helped set my appointment at a new location ensuring all my needs were met! Super sweet and kind, thanks love!

Marissa is an experienced and professional therapist who is helping me with severe trigger point pain in hips and legs. She knows her stuff and I do get relief after our sessions. She is my go-to for this intense and difficult type of therapy.

Rebecca was fantastic! I enjoy getting my massage from her every month. Was supposed to get a stretch session too but somehow Massage Envy didn't book it properly for me, which was a bummer. Hoping to get that service next time!

My therapist was very contentious of my needs and disabilities. The massage magic she worked helped me walk painlessly and relieved the aches and pains of my chronic illness. I will be making my appointments with her regularly.

Jen G is the best! She listens to my needs, helps my body become normal again, and is very attentive to detail. I see her regularly for massages and highly recommend her to my friends and family. She knows the body very well!

Elizabeth was fantastic! Her pressure is “light”, but she really knew how to work out my knots! Very helpful & in tune with my needs since I suffer from scoliosis. Dani at the front was also great and very sweet and helpful!

Derek did a great deep tissue massage! I highly recommend him. I was able to get the massage in just before Samantha gave me a relaxing and effective chemical peel. A perfect Friday I highly recommend them both …

This is one of the quieter and calmer locations. I haven't seen all of the therapists (yet) but if you need work on shoulders and neck see Patricia! Colette gives great facials! The front desk is always friendly too!

My one and only experience here was HORRIBLE. They cancelled my appointment on me, but didn't tell me until I arrived. And then they offered absolutely nothing for the inconvenience. This location is very poorly run.

Nice space, clean, nice massage. Although the staff is always pushing for extras or booking a facial with massage which is annoying when you just want to go for a relaxing massage and not be pressured into things

Such a great stuff and such a fun, relaxing visit for me and my family. We got all 5 of us in for a service at the same time and it made for a memorable and relaxing vacation! Thank you Darren and team!

Marissa is amazing. I have seen numerous massage therapists over the year, but I will now choose Marissa every time. Atmosphere in the spa is great and the staff is always helpful and courteous.

If anyone is interested in a facial Sam at the Arcadia location is awesome !! I've been going there for long time having facials and Sam is by far the best!! You won't be disappointed …

I liked this massage a lot! Very professional service. The beds are warm. And my massage therapist knew what she was doing! Will go back whenever I possibly can. Would love to go regularly.

Samantha is awesome! This is my third experience with the chemical peel and the first at this location and after only 12 hours I can tell this is the best one I’ve had! She is so great!

I love massage envy. They always provide great service and everything is clean. Jennifer R. Is my favorite because she provides the best massage and I am always comfortable with her,

Chelsea is awesome! She always knows and recommends what the best facial/treatment for you! She sincerely cares about helping you take good care of your skin! She is simply amazing!

Elizabeth is great! She makes sure you are relaxed during your whole session. She also gives you helpful tips to maintain healthy, comfortable muscles past your time with her.

Chelsea is great! She is professional and makes the entire procedure enjoyable. I feel like she really cares and only suggests treatments or products if I need them

Chelsea is amazing. She’s so incredibly knowledgeable about skincare, and just a delight. I will certainly be using her moving forward as my preferred aesthetician.

One of the better locations I've been too. Kingston (I think that was his name) does an amazing deep tissue. If I lived closer I would go to this one regularly.

Samantha was wonderful - so friendly and very knowledgeable about the science of skincare. My facial was incredibly relaxing. She gives a great scalp massage!

Get a facial with Chelsea! She is so knowledgeable, sweet, and always makes me feel comfortable and relaxed. You will leave with a glow from the inside out!

My facial was amazing! Chelsea took the time to assess my needs and use her expertise to provide an amazing facial that met my needs. Wonderful experience!

Marrisa is amazing. I told her exactly where my pain was and she focused in those areas. She's professional and friendly and would recommend her to anyone.

Exceptional courtesy, from appointment through reception. Marissa is an exceptionally excellent therapist. Listened and acted to address my challenges.

Absolutely love the Arcadia location! I've tried it several massage therapists who are all great at what they do. Robert is fantastic for deep tissue!

Jenn R. is great! She made me feel comfortable, paid attention to my requests, and was always professional. I recommend scheduling with her 100%!

Chelsea is the best esthetician! She’s so knowledgeable about what she does and you can tell she’s excited to see her clients skin progression

Shelby always does a great job and she's very professional and personable. I'm extremely thankful to be a client of hers at Massage Envy!

Marissa was a fantastic clinical and what a wonderful hot stone massage. I would highly recommend Marissa as a therapist.

Loved my massage there! It was my first massage and Elizabeth was great, highly recommend going to her. Thanks so much!

The team was welcoming and friendly and Samantha was wonderful! I highly recommend booking a facial service with her!

Jen G. Is an excellent massage therapist. I would recommend her to anyone looking for a more therapeutic session.

Was a good massage. I usually take the sport’s massage but took the light to medium massage and it was perfect.

Another great appointment with Jen. Added the massage gun enhancement this time and it was so worth it.

Samantha is very good at what she does. She’s very personable as well. We need more of her type …

Jenn G is absolutely amazing! She does exactly the right pressure and makes me feel so comfortable!

Lizette was great but unfortunately no longer there. Seems like a revolving door of employees.

Jen R gives an excellent massage and is so professional! I feel very comfortable going to her.

My lady I got that day was awesome and professional made me feel comfortable her name is Tavah

Jen was great. She took my leg and foot pain seriously. Good pressure. Just what I needed.

Chelsea is the best aesthetician. She’s very knowledgeable, thorough, and professional.

Marissa is fantastic!! Knows the true art of massages. Hits all trigger points always.

Very helpful with my skin care needs very professional. I will be a returning client.

Samantha is Great! She takes good care of your skin and knows what's best for it.

Sam gives a great facial. Very friendly and highly skilled in her application

Went in for a 90 min massage with Desiree, she is amazing. Thank you again.

Marisa was great 90 minutes of wonderful. Booked her through July