Massage Envy - Back Bay Boston

I give ZERO STARS but that’s not an option. This location is a scam. My elderly mother was a loyal customer for years before the pandemic. During the pandemic they continued to charge her monthly fees even though she wasn’t allowed to come. She asked for the membership to stop. Was told it would yet they kept charging her. She kept going back to work with them. They gave her the same line and DID NOTHING and continued to take her money. Amex got involved to some extend and massage envy is now blocked from making charges as that was the only way to make the charges stop. She is out nearly $800! Was it really worth losing a loyal customer? And don’t tell me to go to that location directly to complain that’s been done over and over and NOTHING happens. This is your reputation on the line. Do something about it!

I don't have a membership, I visited here on a whim and had the worst massage of my life. I'll admit that I should've said no to the massage gun from the start. There was a point in the massage where I was laying on my front, and the masseuse kept the massage gun on my upper thigh for five minutes. I'm not sure what to make of that, and I asked her to stop the machine before I would've been charged extra. The only positive I can say here is that the massage gun did not end up on the bill. Also, near the end of the massage, the masseuse stopped abruptly before finishing my other leg and left the room without a word. It almost sounded like she sobbed a little on the way out which, I'm not sure if I actually heard a sob or not but again, weird. I hope she's okay because I truly don't understand what happened there. My biggest issue is that when I booked the massage over the phone I was told it would be $80--I even canceled a different same-day appointment because this one was cheaper--however the price I was told after I'd received the massage was $120! There was a receptionist switch during my massage, so I couldn't talk with the person who had told me the original price, and the new receptionists would not honor the price I was told over the phone. Don't waste your time or money here, this is the sketchiest Massage Envy I've ever been to.

It was my first ever professional massage. Cesarina made me feel comfortable and gave me a great massage! My neck and back pain are so much better.

I kept asking her to lighten up the pressure but it was super painful. There aren’t showers or anything so you just leave covered in massage oil. I’d go somewhere else to have a better experience and get your money’s worth

I went to the Back Bay location giving Massage Envy the benefit of the doubt hoping all of the negative reviews were just odd ball bad experiences. Unfortunately, now, I can believe and identify with many of the poor reviews and have decided to take my business elsewhere and recommend my friends do the same.

I love this place. Easily accessible from the T. Front desk workers are always super friendly. And I LOVE going to PaulT this is her name when I book her online, but it sounds like they call her Pauly in person??. She is incredible. Very receptive to what I want, adjusts pressure as asked, and remembers your preferences for future visits. I hardly have to say anything during my sessions anymore, because she knows just what to do!

Extremely disappointing customer service, possibly the worst I've ever seen. Several months ago, I decided I wanted to cancel my membership as I was not using my massages and had accrued upwards of 10-15. I was automatically renewed and continued to be charged without any sort of notice; originally when I had signed up I had thought it was only a 1 year commitment. I reached out to my local Massage Envy where I usually go, but they said I needed to get in touch with the location where I signed up as they are all independently owned and operated--understandable. When I called looking for the form to cancel my membership, they said they were unable to send it via email and that I would have to come to the location to fill it out. I explained that this was very inconvenient for me, as although I originally had signed up there I no longer live anywhere close to that location. They said they would ask the manager if they could email it to me. I never heard from anyone. This happened several times, so finally I just decided to make the trip all the way there. I spoke with a gentleman at the desk who was very helpful, but explained that if I cancelled I would lose out of all my massages that I had accrued after 60 days. Now, with 12+ massages accrued and no intention of using that many massages in the course of 60 days, I am losing out on upwards of $700--which is honestly ridiculous. The gentleman offered the suggestion of freezing my account for about $10/mo. instead of cancelling so that I could continue to use my massages without paying the full monthly fee and accruing more. I filled out the form for this and was told that I would get confirmation from a manager--which I never did. A few weeks pass, and sure enough, my regular monthly charge appears. I called and asked to speak to a manager to get this sorted out, and was told a manager would call me back. They never did. I thought it was possible that the membership freeze would not go through until the following month, so I let it go. Sure enough, another charge appeared for July. I called FIVE days ago and left my contact info and was told a manager would follow up with me. They never did. I have now emailed the corporate office as well as the manager and have received ZERO assistance with this. A member should not have to jump through hoops and be ignored for months in order to make adjustments to their account. I have been a member for several years now---if this is how you treat your members then I'm surprised you have any left. I will be escalating this matter due to the amount of money I've lost while waiting for assistance.

I have been a customer of Massage Envy's for years and lately it has become impossible to schedule an appointment because the front desk won't pick up the phone. Today I called 4 times in the course of 45 minutes, the last two times standing across the street where I could see that the attendant was at her desk and was just refusing to pick up. I have put my account on hold, am going to use up my banked massages and will then cancel. I've had enough of these guys. The sad thing is that the masseuses are actually pretty good, but if I can't get access to them, it's not worth paying for their service in advance.