Customer ReviewsforMassage Luxe

On December 11, 2023 I contacted MassageLuxe in ********** and spoke to *****. I told her that I wanted to set up an appointment for my friend for her 40th birthday. I explained that I needed to get her out of the house so that we can decorate her home. The surprise party is on Saturday the 6th in the afternoon. She was able to find a time (1pm-3pm) in her system. I gave her my credit card number to secure the appointment. I received a text from my credit card company showing $120 was charged to my card. She said I didn't have to come get the gift card as she would just keep it in the drawer for my friend for the appointment.Today (01/04/2024) at 6:18pm I get a call from ***** asking me if I was still on for my appointment on Friday, 01/05/2024, at 1pm. *Why would she call me at 6pm confirming a 1pm appointment for the next day. There is a 24hr cancellation notice so why call me that late in the evening?I said, I am sorry ***** you have the wrong date. The appointment is for my friend for Saturday at 1pm. She goes on to tell me that she is the one that made the appointment and she is very thorough at her job, and she NEVER makes mistakes. She never apologized. I asked her if there was anything she could do to help me. She said, I could call other MassageLuxe locations and find an appointment. I said, clearly this is not my mistake shouldn't she call around? She said no. I called around and finally found a MassageLuxe that could get my friend in around the same time. She apologized for the poor customer service that I received. I asked her what could have happened. She told me that she could find my transaction for the gift card but she could not find an appointment in the system. She said I should have received an email confirming my appointment. I checked my inbox and my spam mail. There was no email from MassageLuxe. ***** charged my card for the gift card and never made the appointment. She realized her mistake today and tried to clean it up

Terrible business. Yes, I signed a membership agreement but nobody knew ***** was coming. They collected nonstop despite ***** and refused a refund. I moved to an area without MassageLuxe and still they refuse refund. I filed a complaint with ** Atty ******* and BBB. I was told when I file a complaint they cancel your account snd absolutely refuse refunds. Bad, bad biz. $ in the hole.