Massage Envy - Roseville-MN

I purchased their monthly package. My masseuse went out of the country and I asked them to put it on a freeze. They told me they did. Checked back a couple of months later to find out my account was not on a freeze. I requested a retrograded refund for the three months. They gave me one. I asked to speak to the manager. They stated that the district manager would call. The district manager did not call. I called the front desk again and verified I was on a freeze. They said I was. They stated that I would be contacted each month to confirm that I want the account to continue to be on a freeze. I never received any correspondence. I was just charged again after they stated I was on a freeze for a second time. At no point in time did I ever do anything wrong. I am trapped, because I have several sessions in my account, but no masseuse that offers deep tissue. Everything is on their end, but they treat me like it is my fault. I'm not sure if it's incompetence, laziness, or financial, covid-related issues that are impacting the establishment. Regardless, it's ugly customer service. My advice to everyone is to be careful if you decide to go with a subscription. You need to watch your account like a hawk. I was never late or missed any payment. I always tipped. I have been nothing, but a good customer.

I am a long time member of this location and was happy with the service, therapists etc. until the last year. It has been impossible to get an appointment. After scheduling months out, most have been cancelled by Massage Envy. While I understand staffing shortages, there has been no accommodation or effort to provide assistance or priority to existing members. When you cancel you lose your accrued sessions, so at a certain point you simply have to walk away and take the loss. The front desk staff is friendly, but there is absolutely nothing they can do to assist anyone, except to say "keep calling back, maybe someone will cancel". I post this for people who are considering a new membership. Do not purchase a membership! You will be unable to get an appointment, but the charges will continue to accrue.

This location is super BAD. I was assured I would get my massages for my appointed time. Two different occasions ME canceled my massages within 10 minute of my scheduled times. No offers to compensate. Really poor customer service. Do not purchase a membership!!! They do not care - bad for this type of business.

My Massage Therapist Katie is the BEST! I followed her to the Edina location from the Lake Calhoun location a few years ago. This location is much further for me but she is well worth it the extra drive.

I gave them 1 , You can NEVER book an appointment online nor over the phone they claim they’re booked ALL the time, Mind you i am a member, it’s totally NOT worth it, i was only able too get a massage twice out of this year, i am going to call corporate and complain as well, I called January try to book for feb, march, april, online and if course they say they’re booked, its a waist of your money, The only time i was able too get a massage is when i went up there in person, then made a appointment there for the following month which they cancelled it if i wouldn’t have checked my email i would have not known they cancelled it, I would NEVER use them again!!!!!!

My therapist arrived late. The bed was cold and she had to leave to get bolsters which were also cold and uncomfortable because they were not covered which is not something I’ve experienced before. Someone’s phone was going off for the first part of my massage. It was either my therapists or the person at the front desk. She left to address it. The massage ended on time so with the late and uncomfortable start I truly only received about a 20 minute massage. I completed a survey and shared this information and requested to be contacted back. This was a month ago and I haven’t heard from anyone. Would have just appreciated an apology. I recommend the vadnais heights location. Night and day difference!

The massage therapist was nice and the hour went by quick. Felt relaxed after the massage. Down side is the amount of time they shave off your massage for you to dress or drink water or whatever. Would rather have 10 min more massage than 10 15 min to dress. Other than that its pretty impersonal and a straightforward massage parlor.

Don't waste your time trying to go here. The online booking is a lie. Calling is also a waste of time, as they are evidently booked 3 or more months out. Having been to various ME locations in the past, there was nothing especially skilled about the staf so I recommend looking elsewhere.