Client Review on Massage Envy Franchising, LLC

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To Whom This May Concern, We have been members of Massage Envy for years. Over those years we have been to your Rochester, MI location, Rochester Hills, MI location as well as your Lexington, SC location. We have never had issues with any of these. However the issues with your Sandhills, SC location seems to be reoccurring. As I mentioned we have been paying members for years. My husband and I went to get a 90 minute couples massage back in April, 2019. When we got there they had made a mistake with the schedules and my husband couldn't get his massage. This mistake was that they didn't pay attention to the note that I was pregnant and scheduled me with an unlicensed prenatal therapist. Mine happened to be a male, which my husband of course didn't want. His was a licensed therapist, I believe her name was Jessica. As I said it was supposed to be a couples massage. Mind you at this time, I was 5 months pregnant. My husband said go ahead and get your massage because you need it and I will go shop around and come back to pick you up. We didn't make a big deal at the time, even though this was one of our 2 days off a month together. I needed one badly. I work 50-60 hours a week in retail and I needed to relax. 1. It was supposed to be notated that I was pregnant and it was not. 2. It is supposed to be notated that my husband doesn't want a male therapist, it must not be either 3. I have told them that we only get 2 days off a month together So here we are in October. I called last week to schedule an appointment for today Tuesday October 8th. We were given an appointment at 1230 for a 90 minute massage. Great! So this morning I receive a call from someone who was pleasant letting me know that unfortunately we can't have a couples massage because my husband's therapist isn't available. Well this takes the cake! This is my first massage since having our baby in July. This was a planned date day for us. As I mentioned it is 1 of our 2 days off together. I got a babysitter for our baby today. I told the woman on the phone that it wasn't fair for me to continue to be inconvenienced again by their scheduling issues. I explained what had happened last time. She apologized put me on hold. Then someone came on the line asking if my husband minded a Male therapist. I said no, she kept saying hello hello, I kept saying no. She hung up on me. Someone then called me back saying we had gotten disconnected. She explained the male therapist again. I again said no that's not an option. She said unfortunately that's the only option we have available. I told her that's unacceptable and its not fair that I again can't get a couples massage, I've already arranged for a babysitter(who I still have to pay by the way) and that they better figure something out. She then came back on and said the only other option is at 8pm for 60 minutes. Again I told her that's not acceptable. I told her that we expect our massage at 1230 and if they have to call around to other places thats what they need to do. She said I can't do that but I can have my manager call you. I told her I'm expecting a call and I still expect to receive a 90 minute couples massage today. She said she will have the manager call. I work in customer service every single day so I understand things happen. However when they continue to inconvenience the same customer, that's not providing great customer service. An apology isn't enough. My time is important, my quality time with my husband is even more important and my money is important. Today, once again I have been robbed of all 3. As a manager myself, I know how to resolve these issues. Well guess what, I have yet to see this happen from that branch. At the very least I expect if they can't meet our appointment today, that we BOTH receive a free 90 minute couples massage. That is the LEAST that they could do. As I mentioned we are paying members and have been for years. I expect as a member to be treated better then this. Once again, you have ruined our date day and much needed couples massage.