Name: Massage Envy - Southpoint
Address: 8202 Renaissance Pkwy Ste 111, Durham, NC, 27713, US
Telephone: (919) 493-3689

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Phone: (919) 493-3689

Directions 4.5

Google Rating

4.5

Shantell Bingham 4 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.
Wenpin Hou 3 months 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.
Crysta Hilliard 3 months ago

Looking for a great esthetician who is personable, knowledgeable and demonstrates excellent customer service? Look no further because Erin at Massage Envy at Southpoint is the one! Erin performed dermaplaning on me and explained the entire process as she did it. She made sure she answered all of my questions and gave great after care instructions. I was pleased with the final result and I've already booked another visit with Erin If you desire great skin care from someone who truly cares about your skin, visit Erin at Massage Envy at Southpoint. She'll take good care of you!
Gloria Amerson 2 weeks ago

Had a great facial with KJ today! She was super knowledgeable and thorough about which products I should use on my skin and she gave great advice about skincare! The facial was very relaxing and we had a great conversation during the visit :) Thank you KJ!
Joseph Dixon a month ago

Update: Morgan, the previous manager, is no longer with this particular franchise, and Addy has since taken over the reins. My experience with Addy has been the complete opposite of what I previously encountered. Her professionalism, customer service, and approach have made a noticeable difference.

Which is why I changed this from 1 to 4 star.

Another update:
I switched it from 4 to 5 stars....because of Addy and her follow-through. She's really good. The franchise owner will do a good deed for the business by letting her takeover from here.

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I have been a Massage Envy member for years, and unfortunately, I have watched the quality of this establishment steadily decline...

During a recent visit, I specifically requested a cisgender woman as my massage therapist. Instead, I was assigned a transgender woman without being informed beforehand. Regardless of anyone’s personal views, when a client makes a specific request regarding who they are comfortable receiving intimate, hands-on services from, that request should be respected and communicated accurately.

Today was the final straw.

I called because Massage Envy was attempting to debit my account even though I had already requested to cancel my membership. The supervisor, Morgan, insisted that I was supposed to respond to a cancellation email that she claimed had been sent to me.

I told her repeatedly: I never received it.

She instructed me to check my inbox and spam folder. I did. Nothing. She informed me that I will have to pay again to get my account canceled.

Then, conveniently, almost immediately after I got off the phone, a cancellation email from Massage Envy arrived directly in my inbox...which only reinforced what I had been telling her: I did not receive the original email she claimed had been sent.

Instead of acknowledging that there could have been an issue, I was met with a rude, condescending and dismissive attitude from someone who is supposed to be a supervisor.

Also, here’s a better business practice: stay on the phone until the customer confirms they’ve actually received the cancellation form. But I suppose that would make it more likely that customers successfully cancel and we wouldn’t want that cutting into revenue, would we?

15 mins. later I called back looking to speak to someone else in regard to customer service. Morgan said she was the only person working....she literally said this even though every time I go to a Massage envy there are at min. 3 people at the front desk.

I've had enough.

My advice: find another establishment.