I recently had a horrible experience with a national business, the local Massage Envy in Rockaway, NJ. My experience with this company has been anything but relaxing, and I advise any person who may want a massage to avoid patronizing this establishment!
I received a highly advertised gift certificate for a one-hour massage for the holidays. I went to Massage Envy on Wednesday, Dec. 16, 2009 to redeem services. Before I received my massage I inquired about paying with my gift certificate, but the young girl working the front desk told me I would pay after services.
I wasn’t happy or comfortable with the male they assigned to massage me, but I went with it because I’ve never received a professional massage and I didn’t know what “normal” massage etiquette was. However, the masseuse looking kind of dorky and creepy is not what my big problem was. The problem arose after the massage ended, when I tried to pay.
The young girl working the front desk told me that her computer wouldn’t read my gift certificate, even though it was purchased from the Massage Envy company’s website. I stood at the front desk for somewhere around 15 minutes while the young girls working told me there was “nothing they could do” because the gift certificate wouldn’t scan, so it looked like I was shit out of luck. They told me that if I paid for the services with my own money that day, I would be refunded the very next day, “when the manager was on duty.” The girl took my phone number and gift certificate number and told me the problem would be settled the very next day, and that I didn’t need to come back to the store, they would handle everything and call me to let me know I had been refunded.
Well, the next day came and went, and I didn’t hear from Massage Envy or receive my refund. I went back to the store on Saturday, Dec. 19th, 2009 to once again inquire about my refund. The same girl who had helped me on Wednesday once again told me that there was no manager on duty, and there was nothing they could do to assist me. I reminded her that she told me I would have gotten a phone call and refund, neither of which I received. She took my phone number for the second time and told me they would handle the problem.
Two more weeks went by. Never heard from them, never received my refund. By now, I’m fucking pissed. I mean, I was pissed the day it happened. If I wanted to PAY for an hour long massage, I would have done that ages ago. The only reason I went to this place was because I had a gift certificate. And forget about feeling “relaxed” from the services I received that day, any sense of relaxation I felt after the massage immediately vanished when I tried to redeem my gift certificate.
I went back to Massage Envy for the third time last night, and for the third time there was no manager on duty that could assist me with my fairly simple problem. I was very angry with the company and let the employees on duty know it. What kind of business reputation is this place trying to uphold? Seems to me like its run by a bunch of freshmen novices! First of all, what kind of store is run by 20 year old girls with no manager EVER on duty to handle problems? Also, the fact that they told me THREE TIMES they would call me and settle my problem, but I have not heard from them. They can’t even follow through with their word.
I WILL get my money back, I WILL NOT ever utilize this business again, and I would appreciate it if you don’t, either!