Massage Envy

Poor Customer Service. This Eagan, MN location lacks customer service skills. I wasn t able to make my appointment on time today due to a major hail storm in my neighborhood so I called and told them I was going to be late for my two hour massage. The person who took my call informed me that I could come in for a hour appointment, but she would charge my c.c. that is on file for the missed first hour time slot. I then asked if I could move my appointment to another time and she informed me that she would charge me the full two hours if I wanted to move the entire appointment. I couldn t believe she would rather charge me for moving my appointment instead of keeping me as a happy client. Now I am a very unhappy client who will never go back to their location again...which is a bummer since the massage therapist I was going to see is actually quite talented. I get massages almost every week or every other week so this was a huge mistake for them.The front desk staff needs to be properly trained in basic customer service 101.…

RUN FROM THIS PLACE. So your first visit is at a discounted price. Great right? NO they use it as a way to give you a 20 minute sales pitch about a membership. They repeatedly say $39/mo but it is actually $49/mo when it hits your bank account. The massages are not 1 hour- they are 50 minute sessions and the 4 that I have had so far have actually been about 45 minutes or less (always start late/end early). Some of the therapists there are very good, I don't want to bash the massages they do really well with what time spots they have allotted. My last visit (yesterday, 4/6) I asked the front desk why my massage was cut short and this rude oriental girl told me that the therapists switch rooms on breaks and sometimes they can't take massage over.. even if they start late!!! I asked her for a manager and she told me were none on duty.. on a Friday evening really? What REALLY erked me was the fact that when I sat down to wait for my husband to pick me up the two associates started talking about me as if I couldn't here them. So the same associate tells the other "I don't get why shes so mad, it was only a few minutes" then I give her a direct look and she starts whispering with the other associate. At that point I said "excuse me? Could you at least have the decency to wait until I leave?" Then the oriental girl tells me "Oh we weren't talking about hunny". Someone should inform her that it is insulting to call someone 20 years your senior who is upset with you "hunny". The manager never did call me, but I suppose they probably don't get back to people too fast.

Bottom line: Deceptive contract, rude associates, poor management, but good therapists (most).…