Today was the second time Emily cancelled after I sat and waited past my appointment time!!! With the price of gas and wasting my time this is totally unprofessional! The very least she could do is cancel before her clients show up! Furthermore, I was not given any compensation!!!
Julie Armstrong
Apr 2026
“Relaxation” wasn’t my experience — my therapist belching during the session, falling asleep twice within the first few minutes, and draping that felt inappropriate to me and left me feeling exposed. I ended up stopping the massage early because I was so uncomfortable.
I reported my experience to management and corporate. It took about a month for corporate to contact me, and I did not receive any follow-up or check-in from the manager after speaking with her in person.
Later, I was told I was no longer allowed at two locations by the same manager after accidentally going to the wrong location and explaining the situation — and was still charged for the visit.
In my experience, there was a lack of accountability, communication, and concern for how I was treated as a client. This is NOT what “ME Time” should look like. Be aware and advocate for yourself.
Nishigandha Patel
Apr 2026
I am very disappointed with Massage Envy Cumming booking process and customer service. Earlier I tried to schedule an appointment with Lauren, and the online system clearly showed a 1-hour evening slot available. However, when I called, Alice informed me that Lauren wasn’t available for 1 hour and that I would need to book 1.5 hour in the evening or come in the afternoon. This was confusing and frustrating, as the slot was clearly visible online.
Today, I experienced the same issue. I saw an available appointment with Lauren online, but when I called, Alice told me there were no appointments with her and suggested I book with someone else. When I attempted to book online myself, all the slots disappeared within minutes. Later, I noticed availability with other therapists, but not with the one I requested.
I find this inconsistency between the online system and staff communication concerning and misleading. While I appreciate the services, this experience was disappointing, and I hope the process can be improved to provide clearer and more reliable booking for customers.
Brandon Thomas
Mar 2026
Scheduled twice. The first time they called me right as I was about to get out of my car and go In for my appointment. Made another appointment. Then that appointment needs to be moved again. Nope. Your not getting another chance. Do yourself a favor and go somewhere else and avoid the headache.
Lisa waits
Mar 2026
I've been going to Massage Envy for a year and I've always had a wonderful experience. The front desk employees are helpful and kind. I've tried several different massage therapists and have had great experiences with each of them
Tom Lamond
Feb 2026
Apparently the Cumming and John’s Creek locations are under new ownership and the new owners don’t give a flip about Customer Service as exhibited by the Manager over those two locations. I was a 5 year member under the previous ownership. Buyer beware.
Renee Gaudio
Jan 2026
My massage was incredible. I will definitely schedule again.
Indra Lopez-Estevez
Jan 2026
I saw Susan and she was amazing. Asked what areas I wanted her to focus on and I told her my shoulders. She worked on my whole body but was very detailed on working knots out of my shoulders.
Allen
Jan 2026
Decent but not great massage from their proclaimed “best” masseuse. The whole process seemed rushed and not that relaxing. They are pretty pushy to sign you up for their reoccurring contract too. I tried that before at the Buford location and it was harder to get out of than a gym membership.
Christen L
Jan 2026
Booked an appointment for a microderm facial. I called to change my appointment time and they told me the machine was down so I told them I would still come in and do another facial but I needed to push the time from 11 am to 2 pm for my appointment in 2 days. The lady said that was fine. I then receive a voicemail the next day saying the machine is down and to call them which I didn't see because it was Saturday and I was out. At 11 am the day of my appointment they charge me a cancellation fee because they have no record of the time change even though I couldn't even get the facial I scheduled because they didn't have the machine. Terrible service, organization and communication.
Scarlett Mclain
Today was the second time Emily cancelled after I sat and waited past my appointment time!!! With the price of gas and wasting my time this is totally unprofessional! The very least she could do is cancel before her clients show up! Furthermore, I was not given any compensation!!!
Julie Armstrong
“Relaxation” wasn’t my experience — my therapist belching during the session, falling asleep twice within the first few minutes, and draping that felt inappropriate to me and left me feeling exposed. I ended up stopping the massage early because I was so uncomfortable.
I reported my experience to management and corporate. It took about a month for corporate to contact me, and I did not receive any follow-up or check-in from the manager after speaking with her in person.
Later, I was told I was no longer allowed at two locations by the same manager after accidentally going to the wrong location and explaining the situation — and was still charged for the visit.
In my experience, there was a lack of accountability, communication, and concern for how I was treated as a client. This is NOT what “ME Time” should look like. Be aware and advocate for yourself.
Nishigandha Patel
I am very disappointed with Massage Envy Cumming booking process and customer service. Earlier I tried to schedule an appointment with Lauren, and the online system clearly showed a 1-hour evening slot available. However, when I called, Alice informed me that Lauren wasn’t available for 1 hour and that I would need to book 1.5 hour in the evening or come in the afternoon. This was confusing and frustrating, as the slot was clearly visible online.
Today, I experienced the same issue. I saw an available appointment with Lauren online, but when I called, Alice told me there were no appointments with her and suggested I book with someone else. When I attempted to book online myself, all the slots disappeared within minutes. Later, I noticed availability with other therapists, but not with the one I requested.
I find this inconsistency between the online system and staff communication concerning and misleading. While I appreciate the services, this experience was disappointing, and I hope the process can be improved to provide clearer and more reliable booking for customers.
Brandon Thomas
Scheduled twice. The first time they called me right as I was about to get out of my car and go In for my appointment. Made another appointment. Then that appointment needs to be moved again. Nope. Your not getting another chance. Do yourself a favor and go somewhere else and avoid the headache.
Lisa waits
I've been going to Massage Envy for a year and I've always had a wonderful experience. The front desk employees are helpful and kind. I've tried several different massage therapists and have had great experiences with each of them
Tom Lamond
Apparently the Cumming and John’s Creek locations are under new ownership and the new owners don’t give a flip about Customer Service as exhibited by the Manager over those two locations. I was a 5 year member under the previous ownership. Buyer beware.
Renee Gaudio
My massage was incredible. I will definitely schedule again.
Indra Lopez-Estevez
I saw Susan and she was amazing. Asked what areas I wanted her to focus on and I told her my shoulders. She worked on my whole body but was very detailed on working knots out of my shoulders.
Allen
Decent but not great massage from their proclaimed “best” masseuse. The whole process seemed rushed and not that relaxing.
They are pretty pushy to sign you up for their reoccurring contract too. I tried that before at the Buford location and it was harder to get out of than a gym membership.
Christen L
Booked an appointment for a microderm facial. I called to change my appointment time and they told me the machine was down so I told them I would still come in and do another facial but I needed to push the time from 11 am to 2 pm for my appointment in 2 days. The lady said that was fine. I then receive a voicemail the next day saying the machine is down and to call them which I didn't see because it was Saturday and I was out. At 11 am the day of my appointment they charge me a cancellation fee because they have no record of the time change even though I couldn't even get the facial I scheduled because they didn't have the machine. Terrible service, organization and communication.