Massage Luxe

I recently had a one hour massage with Toni and was very unhappy. To start off she spent more then 5 minutes discussing the massage and showing me the gratuity envelope and percentage chart. Then she spent the first 5 minutes of my massage walking around the table putting pressure on random parts of my body. When she finally began massaging my neck and shoulders she did a fine job but unfortunately she wasn't paying attention to how much time was left and did not massage any other part of my body. This was extremely disappointing considering I specifically told her my lower back was hurting and I wanted her to massage it. After this experience I decided to write my concerns directly to the massage luxe website. Today I received a call from Nicole, the store manager. Nicole had me explain my concerns to her then proceeded to tell me that not all massage therapist are going to be right for me and I need to just find one that is. She never once apologized or offered any solution. She told me that Toni has many loyal clients and I just may not like her style. Basically she was saying "just deal with it" and I'm sorry but when I spend 2 hours in your salon and spend almost $150 on services I expect to leave satisfied not tense and upset. While I was there I decided to sign up for the monthly program because it seemed like a good deal. After speaking with Nicole and experiencing their complete and total lack of customer service I told her I was going to cancel. Frankly had Nicole offered so much as an "I'm sorry" I wouldn't have canceled. Although now after reading some of these reviews I'm a little concerned about this cancelation policy!

I was looking for something to get my gf for v day and i see the owner has responded to a complaint from a customer. This is the first i have seen of this kinda cool. i will be visiting you tonight.

Mhellyer1983, i am sorry you feel our customer service was not up to your standards. We strive everyday to give the best customer service possible. With thousands of members in just this location alone our approval rating is a 99% +. Unfortunately in any business there will be misunderstandings, upset customers and some people no matter how hard you try you just can't please. After reviewing your account our employees followed policy. The only reason you lost your massages is because you canceled before you used them. The billing agreement you signed clearly states how the service works. You had to put your initials in a box that clearly defines all of this. You also where given a chance to freeze your account for a very small fee that is returned to you when you unfreeze. The only reason you lost the massages is because you chose to cancel your membership. Also we are not a corporate store and did not receive any letter. So i do apologize for them not letting us know. I do see you where with us for 6 mths so i do believe the time you did spend with us was to your standards as the 6 mths leads me to believe this. if you are reading this review please come give us a chance for only $38 massage and see for yourself why we do over 2,000 massages a month. Thank you...

They have terrible customer service. Went there for 6 months and lost two credits (that I paid for) because of an employee's mistake. Wrote a letter to corporate and no response. The worst customer service I have ever seen first hand. Would never go back or refer anyone to visit.