Name: Massage Envy - Southpoint
Telephone: (919) 493-3689

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Phone: (919) 493-3689

Directions 4.5

Google Rating

4.5

Paula Lombardi 2 months ago

Massage Envy is a franchise and they prefer their franchises to their customers. I finally threw in the towel today, forfeiting hundreds of $$$ in credits, because I cannot move my membership from a location in Charlotte, NC to Durham, NC where I now live. A membership can only be moved if the franchise holding the membership agrees. Why would they? They would be giving up those credits.
To make it worse, I can go to the Durham location and use my credits, but they charge me a surcharge since I am not a member of their location. And adding insult to injury, if I sign into ME's website, they will only show me Charlotte locations meaning I cannot book Durham locations online.
Most, but not all, of the therapists at Massage Envy have recently graduated from a massage therapy program and have little experience. It is a good place to get experience and then move on to better places. This has also been a problem, because I find a therapist I like and then they leave.
So ME, take my money. I'm cancelling after 20 years of membership. I'll never darken your door again. If you have read this far, please note that all the responses come from corporate with a promise to pass you review on to the franchisee. They never step in to fix the problems.
Michelle Blake 7 months ago

Excellent experience. I confused my appointment time and Lisa was gracious and kind enough to work me in. The massage was wonderful and exactly what I needed. I highly recommend her and will be back soon.
Shantell Bingham 2 months ago

Beware Membership is Predatory and Services are just okay- I received facial services from a few places around town. I stopped going to massage envy when their facial treatments weren’t working for me. Some people shared that they take time to work effectively but when I got pregnant, it wasn’t in the cards. I talked to multiple people over the phone about canceling membership. Some employees clearly have a different understanding of the policy and wanted to help me but in the end the membership continued to charge me after a membership suspension period which I’m sure one employee put in place for me but it wasn’t an official cancelation. After speaking with the manager, Morgan, who refused to cancel my membership after coming into their office clearly 8 months pregnant and not wanting this service I was moved to leave a google review. Any reasonable person and business owner would be helpful to a client that no longer needs their service, instead the manager did not offer any real help to cancel my membership despite emails I’ve sent needing to cancel due to pregnancy and another phone call that lead to an eventual site visit. In person the manager told me she wouldn’t cancel my membership because I could get a prenatal massage, despite my history with their business has been purely for skincare. I felt extremely taken advantage of when they said that, you can’t force people to buy a product or service they don’t want as a reason for you keeping them. I’ve attached a screenshot of the contract so it may be helpful to those seeking the service. Please be advised that I did send a cancellation email and in those emails they did NOT provide me with the avenue to effectively do so, leading me here today. Please be careful with this business all together, this location doesn’t have great communication with clients and they are NOT helpful in the event your life changes and you need to cancel.
Fairest Of Them All a month ago

I love Sarah as my Aesthetician. She has a bubbly personality, listens to you about your skin care goals and makes great facial suggestions tailored to your needs. I have been visiting her monthly for over 2 years now and my skin has soared!
Wenpin Hou a week ago

I booked a 60-minute Relief Massage Session at Massage Envy this store because I was hoping for a relaxing experience. Instead, I left feeling frustrated and disappointed.

My appointment was scheduled for 10:00 a.m. I arrived at the building around 9:45 a.m., but the main entrance was locked with a sign directing customers to another entrance. I had to walk around the building to find the correct door, which was on a different side of the building and the door is above a shelf and not easy to identify.

I checked in at 10:00 a.m. After checking in, I was directed to the restroom, entered the massage room around 10:12 a.m., and the massage itself did not begin until about 10:17 a.m.

The biggest surprise was that the massage ended immediately at 10:55 a.m. That means I received only 38 minutes of hands-on massage despite paying for a 60-minute session. When I raised this concern, the interaction with the manager, Megan, was even more disappointing. Instead of listening, she said that I had arrived at 10:10 a.m., which was simply not true. Fortunately, I had text records showing my actual arrival timeline. When I told Megan the time shown on my texts records, she then started to say the service ended at 10:55am is the rule. I was very disappointed that a chain store would do this.. Rather than trying to understand the situation, I felt that my concerns were dismissed, and the conversation came across as condescending and unprofessional.

I understand that therapists need time before and after a session, but customers should not lose a significant portion of their paid treatment because of delays unrelated to them. More importantly, if there is a disagreement, it should be handled respectfully and based on facts. I booked this appointment to relax and relieve stress. Instead, I left angry and disappointed. I hope Massage Envy reviews both its scheduling practices and its customer service so future customers have a better experience.