I booked appointments for both myself and my Mom to receive massages. We arrived 20 minutes before our appointment times (both at 12:15) and my therapist took me back to my room about 12:20, however my Mom waited in the "tranquility room" until 12:45. Finally she decided to check up front to find out if they'd forgotten about her. Her therapist finally came out and went on to tell her that she technically should be on a lunch break, but would do her best to be squeezed in. Really? Breaks/schedules really shouldn't be addressed to the customers.
When my massage ended, I'd received a missed call and it was Massage Envy telling me that I hadn't shown up for my appointment and I was in danger of receiving cancellation fees. To make matters worse, my Mom received a similar phone call while she was in her massage. What planet are these people from?!? Overall, my massage was fair (and this is why I'm not rating this terrible on the scale) but the experience of such a broken, unprofessional, and mismanaged staff will remind me of NEVER to visit this place again.
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