I’ve always had good experiences with Massage Envy, which is why this review is so disappointing to write.
A birthday gift is a simple thing. You give someone an experience you hope they’ll enjoy, a chance to relax, feel cared for, and escape for an hour. That was the intention when I purchased a gift card for a close friend who had never been to Massage Envy before.
Unfortunately, her introduction to the brand happened at this Newport location.
The confusion started because the Costa Mesa location has permanently closed, and calls are redirected to Newport. My friend isn’t from this area of Southern California, so it’s not difficult to understand how she believed she was booking at Costa Mesa. When she scheduled her appointment, she used the gift card I had given her, and her husband booked an appointment as well.
On June 19, she arrived at the wrong location, genuinely believing she was where she was supposed to be. Mistakes happen. We all make them. What disappointed me wasn’t the mistake itself—it was the complete lack of empathy that followed.
According to my friend, the front desk staff and supervisor repeatedly emphasized that there was nothing they could do because the error was ultimately hers. When I called personally to explain that this was a birthday gift and simply hoped there might be some accommodation or goodwill gesture to salvage the experience, I was met with the same response: “Like I told your friend, there’s nothing we can do about it.”
My friend also dealt with the consequence of Losing half of her gift card and $75 On her husband’s behalf.
Maybe that’s company policy. Maybe there truly wasn’t a solution available.
But hospitality isn’t just about policies. It’s about people. It’s about making someone feel heard, even when the answer is no.
What was missing here wasn’t a refund, a discount, or a special exception. It was compassion. A little understanding. A recognition that a first-time guest had an honest misunderstanding and left feeling dismissed rather than cared for.
For a business built around wellness and relaxation, that’s a disappointing outcome.
Based on my experiences, I would recommend visiting the Brea, Fullerton, Orange, or Chino Hills locations instead. The difference isn’t in the massage—it’s in the customer service.
Taehoon Park
Jun 2026
I can’t believe this is how a company as established as Massage Envy treats its customers.
I drove to the Costa Mesa location we’d been calling, only to find out it had been closed for over a year. Somehow, the phone number still forwards to Newport location, yet no one ever tells you the original location no longer exists.
When asked for a refund, we were told they still had to charge us because the therapist needed to be compensated for their lost appointment. What about our loss? We wasted our time, lost our money, and my wife’s birthday gift was essentially thrown away because of their failure to communicate.
Why is the Costa Mesa location still listed and answering calls if it’s been closed for over a year? Why hasn’t Massage Envy clearly marked it as closed? It makes you wonder how many other customers have gone through the same thing.
This is absolutely bizarre. I expected far better customer service and accountability from a company as well established as Massage Envy. Instead, we were left paying for their mistake.
Grace Han
Jun 2026
Avoid Massage Envy at Newport/Westcliff location if you expect even basic customer service.
My friend gifted me a 60min massage for my birthday, and I purchased another 60 min massage for my husband so we could enjoy them together before leaving California. Instead, it turned into one of the worst customer service experiences I’ve had.
I drove to the location I had been calling, only to find out it had been closed for over a year. Apparently, calls to that number are automatically forwarded to the Newport location, but no one ever told me that the location I was calling no longer existed. I wasted my time driving to a business that wasn’t even there.
When I called to explain what happened, I was told I could only receive about half of my massage because I would be considered late—even though the delay was entirely caused by their lack of communication. At that point, I asked for a full refund.
Instead of taking responsibility for their mistake, they refused to refund me. Absolutely made no effort to compensate for time and money I lost. I lost the money I paid, my friend’s birthday gift went to waste, and what was supposed to be a relaxing experience on one of my last days in California turned into a complete disappointment.
This entire situation was preventable. A simple notice that the original location had closed, or someone mentioning it when I called, would have avoided all of this. Instead, I was left paying the price for their mistake. I will never return.
Patricia H (Patti)
Jun 2026
Rebecca gave me a great relaxing massage! She knows what she doing Thank you sweet girl.
Robert Righter
Jun 2026
Am feeling so much better!! Thank you, Ken and staff for staying late on a Saturday afternoon/evening to help me and make my life better!
Deidre Fitzpatrick
Jun 2026
Amazing Microderm Infusion! Came in with dry face and left with radiant, soft skin!
Andy Wass
Jun 2026
On a day when deep down I knew I needed some special care, I was fortunate enough to receive a facial treatment from Vickie. I'm new to the area, but Vickie made me feel welcome, comfortable and honestly cared for. I appreciate her technical knowledge and her attention to the process; but the authentic hospitality she brought to the table is hard to find. Thank you.
Michael Evans
Jun 2026
Went to massage envy for my birthday yesterday. Gordy did a great job. He actually listened to what I was asking him and focused on the problem area. 5 stars for the whole experience.
Chuck K Shakta
Jun 2026
Andrea was amazing! The only feedback is please bring back the complimentary tea :)-
Angelica Labadlabad
I’ve always had good experiences with Massage Envy, which is why this review is so disappointing to write.
A birthday gift is a simple thing. You give someone an experience you hope they’ll enjoy, a chance to relax, feel cared for, and escape for an hour. That was the intention when I purchased a gift card for a close friend who had never been to Massage Envy before.
Unfortunately, her introduction to the brand happened at this Newport location.
The confusion started because the Costa Mesa location has permanently closed, and calls are redirected to Newport. My friend isn’t from this area of Southern California, so it’s not difficult to understand how she believed she was booking at Costa Mesa. When she scheduled her appointment, she used the gift card I had given her, and her husband booked an appointment as well.
On June 19, she arrived at the wrong location, genuinely believing she was where she was supposed to be. Mistakes happen. We all make them. What disappointed me wasn’t the mistake itself—it was the complete lack of empathy that followed.
According to my friend, the front desk staff and supervisor repeatedly emphasized that there was nothing they could do because the error was ultimately hers. When I called personally to explain that this was a birthday gift and simply hoped there might be some accommodation or goodwill gesture to salvage the experience, I was met with the same response: “Like I told your friend, there’s nothing we can do about it.”
My friend also dealt with the consequence of Losing half of her gift card and $75 On her husband’s behalf.
Maybe that’s company policy. Maybe there truly wasn’t a solution available.
But hospitality isn’t just about policies. It’s about people. It’s about making someone feel heard, even when the answer is no.
What was missing here wasn’t a refund, a discount, or a special exception. It was compassion. A little understanding. A recognition that a first-time guest had an honest misunderstanding and left feeling dismissed rather than cared for.
For a business built around wellness and relaxation, that’s a disappointing outcome.
Based on my experiences, I would recommend visiting the Brea, Fullerton, Orange, or Chino Hills locations instead. The difference isn’t in the massage—it’s in the customer service.
Taehoon Park
I can’t believe this is how a company as established as Massage Envy treats its customers.
I drove to the Costa Mesa location we’d been calling, only to find out it had been closed for over a year. Somehow, the phone number still forwards to Newport location, yet no one ever tells you the original location no longer exists.
When asked for a refund, we were told they still had to charge us because the therapist needed to be compensated for their lost appointment. What about our loss? We wasted our time, lost our money, and my wife’s birthday gift was essentially thrown away because of their failure to communicate.
Why is the Costa Mesa location still listed and answering calls if it’s been closed for over a year? Why hasn’t Massage Envy clearly marked it as closed? It makes you wonder how many other customers have gone through the same thing.
This is absolutely bizarre. I expected far better customer service and accountability from a company as well established as Massage Envy. Instead, we were left paying for their mistake.
Grace Han
Avoid Massage Envy at Newport/Westcliff location if you expect even basic customer service.
My friend gifted me a 60min massage for my birthday, and I purchased another 60 min massage for my husband so we could enjoy them together before leaving California. Instead, it turned into one of the worst customer service experiences I’ve had.
I drove to the location I had been calling, only to find out it had been closed for over a year. Apparently, calls to that number are automatically forwarded to the Newport location, but no one ever told me that the location I was calling no longer existed. I wasted my time driving to a business that wasn’t even there.
When I called to explain what happened, I was told I could only receive about half of my massage because I would be considered late—even though the delay was entirely caused by their lack of communication. At that point, I asked for a full refund.
Instead of taking responsibility for their mistake, they refused to refund me. Absolutely made no effort to compensate for time and money I lost. I lost the money I paid, my friend’s birthday gift went to waste, and what was supposed to be a relaxing experience on one of my last days in California turned into a complete disappointment.
This entire situation was preventable. A simple notice that the original location had closed, or someone mentioning it when I called, would have avoided all of this. Instead, I was left paying the price for their mistake. I will never return.
Patricia H (Patti)
Rebecca gave me a great relaxing massage! She knows what she doing Thank you sweet girl.
Robert Righter
Am feeling so much better!!
Thank you, Ken and staff for staying late on a Saturday afternoon/evening to help me and make my life better!
Deidre Fitzpatrick
Amazing Microderm Infusion! Came in with dry face and left with radiant, soft skin!
Andy Wass
On a day when deep down I knew I needed some special care, I was fortunate enough to receive a facial treatment from Vickie. I'm new to the area, but Vickie made me feel welcome, comfortable and honestly cared for. I appreciate her technical knowledge and her attention to the process; but the authentic hospitality she brought to the table is hard to find. Thank you.
Michael Evans
Went to massage envy for my birthday yesterday. Gordy did a great job. He actually listened to what I was asking him and focused on the problem area. 5 stars for the whole experience.
Chuck K Shakta
Andrea was amazing! The only feedback is please bring back the complimentary tea :)-
Kelley Krueger
Emily was incredible! Can’t wait to go back