My fiancé who is a member made an appointment well in advance for us to get a pre-wedding couples massage for 90 minutes at this location. She had to pay a transfer fee of $10 to gift me the service. Because it is 90 minutes and each pre-paid “service” is only for 60 minutes they were going to charge her an additional $10 to transfer a second service over to me, but she spoke with a manager who kindly waived that. I mean they were using 4 of her pre-paid services for a combined service time of 3 hours so they already were making additional profit on this venture.
The day before she and I both received text messages requesting us to confirm our appointment that reminded us of the requirement to cancel prior to 24 hours to avoid fees. The morning of the appointment, less than 90 minutes before our 11am massages, they called her to say that they needed to cancel her appointment because a massage therapist had called out. No offer to adjust the time or change locations or any solutions other than cancelling, and they said they could see it was for a pre-wedding massage in their notes. When asked for solutions the manager said she couldn’t control when therapists called out so there was nothing she could do. This wasn’t acceptable so we drove down at our appointment time to discuss with the manager in person.
We spoke with the manager who obviously was not empowered to actually manage anything by the owners. We let her know that this wasn’t the first time ME had cancelled within hours of an appointment and that it was especially disheartening considering our reason for this massage. She said she was only able to offer 2 one-hour credits as an apology and then asked if I, the non-member, still wanted to have my appointment by myself. This is ludicrous. At least have offered it to the member!
We refused the inadequate offer of the one-hour credits coupons and expressed how disappointed we were with their lack of planning as a business. We offered suggestions for possible solutions including changing our appointment time, moving the appointment to another location, or pulling in a therapist from another location or from an available to work list. The manager said that all Buffalo locations are owned by the same owner but that they have no contingency for transferring therapists around or moving appointments to other locations when they have call outs by their staff, they just cancel.
It is clear that Massage Envy does not empower their managers to actually manage anything beyond simple scheduling and cancelling. No thought seems to go towards the customer and their experience with the business. A relaxing day headed into the stressful weekend of a wedding started out with a giant wrench thrown into it all because of the work practices by Massage Envy in Buffalo.
For the above reasons I will never join or go to a Massage Envy again in my lifetime and I will tell everyone I know about my horrible experience here and to avoid it as well.
Hope this helps someone else avoid the troubles we went through.
Erin Huber
Mar 2025
I received a massage from Chelsie and a facial from Sydney as a belated birthday present to myself. I was so relaxed that I even fell asleep. All the staff from the front desk to even staff waiting for their next clients were absolutely amazing and inviting.
Ashley BurgioWasinger
Oct 2024
I had my first experience today and with carrying a lot of tension I was hoping for a good massage. I had Misha who was absolutely incredible.. I was there for a spur of the moment appointment and now became a member because of the wonderful massage I got from her.
Aubrey
Aug 2024
Shamisha gives 10/10 massages every time , highly recommend
Diana Esselburn
Jul 2024
I just got done with a session from Shamisha and it was by far the best massage I have ever gotten. I gave her a challenge with how bad my back was and she met it head on with some deep tissue work. She was also very sweet, talked to me when I wanted to talk but also balanced it with giving me time to just relax. I will definitely be back.
Michael Graff
Jun 2024
Stretching sessions with Karen has been excellent. Very informative and great understanding of how to work around limitations from past injuries. Would recommend for anyone.
Michael Flanders
Feb 2024
Called up and scheduled 2-massages one for myself and one for my wife. I have never been to massage envy before. I was scheduled for 11:30am Sunday February 4th and my wife was scheduled for 3pm same day. I confirmed everything with a credit card. I was told by my surgeon he recommended a massage before surgery which was why I scheduled the massage to relieve anxiety and reduce risk of blood clots. They have a policy if you call less than 24 hours prior you are responsible for 50% with late cancellation but what happens when they cancel on you less than 24 hours prior? I’m so upset as I really needed this prior to my surgery and they called me to tell me there was a scheduling conflict. How did this conflict happen when I booked and also confirmed with a credit card. I didn’t even receive a call until 430pm Saturday February 3rd. I think it’s terrible that everything was booked and confirmed that I’m the one out and now I have no way to rectify it. No attempt was made to resolve the problem prior to my surgery. My wife was so upset. She ended up canceling her appointment as well. No attempt was made to rectify the problem, other than rescheduling for another day, which I couldn’t do as I was having surgery.
Adam E
Jan 2024
Stretch/RTR sessions with Karen are excellent. She’s very good at working with you to provide the best experience possible. Friendly and knowledgeable.
Brittany corbell
Dec 2023
Tried to walk in to purchase a gift certificate at 715 tonight doors were locked and all lights off. What a shame.
Daisy Lopez
Sep 2023
Cidalia did an awesome job. I was very relaxed. Best massage I’ve ever had.
Paul Mulvey
My fiancé who is a member made an appointment well in advance for us to get a pre-wedding couples massage for 90 minutes at this location. She had to pay a transfer fee of $10 to gift me the service. Because it is 90 minutes and each pre-paid “service” is only for 60 minutes they were going to charge her an additional $10 to transfer a second service over to me, but she spoke with a manager who kindly waived that. I mean they were using 4 of her pre-paid services for a combined service time of 3 hours so they already were making additional profit on this venture.
The day before she and I both received text messages requesting us to confirm our appointment that reminded us of the requirement to cancel prior to 24 hours to avoid fees. The morning of the appointment, less than 90 minutes before our 11am massages, they called her to say that they needed to cancel her appointment because a massage therapist had called out. No offer to adjust the time or change locations or any solutions other than cancelling, and they said they could see it was for a pre-wedding massage in their notes. When asked for solutions the manager said she couldn’t control when therapists called out so there was nothing she could do. This wasn’t acceptable so we drove down at our appointment time to discuss with the manager in person.
We spoke with the manager who obviously was not empowered to actually manage anything by the owners. We let her know that this wasn’t the first time ME had cancelled within hours of an appointment and that it was especially disheartening considering our reason for this massage. She said she was only able to offer 2 one-hour credits as an apology and then asked if I, the non-member, still wanted to have my appointment by myself. This is ludicrous. At least have offered it to the member!
We refused the inadequate offer of the one-hour credits coupons and expressed how disappointed we were with their lack of planning as a business. We offered suggestions for possible solutions including changing our appointment time, moving the appointment to another location, or pulling in a therapist from another location or from an available to work list. The manager said that all Buffalo locations are owned by the same owner but that they have no contingency for transferring therapists around or moving appointments to other locations when they have call outs by their staff, they just cancel.
It is clear that Massage Envy does not empower their managers to actually manage anything beyond simple scheduling and cancelling. No thought seems to go towards the customer and their experience with the business. A relaxing day headed into the stressful weekend of a wedding started out with a giant wrench thrown into it all because of the work practices by Massage Envy in Buffalo.
For the above reasons I will never join or go to a Massage Envy again in my lifetime and I will tell everyone I know about my horrible experience here and to avoid it as well.
Hope this helps someone else avoid the troubles we went through.
Erin Huber
I received a massage from Chelsie and a facial from Sydney as a belated birthday present to myself. I was so relaxed that I even fell asleep. All the staff from the front desk to even staff waiting for their next clients were absolutely amazing and inviting.
Ashley BurgioWasinger
I had my first experience today and with carrying a lot of tension I was hoping for a good massage. I had Misha who was absolutely incredible.. I was there for a spur of the moment appointment and now became a member because of the wonderful massage I got from her.
Aubrey
Shamisha gives 10/10 massages every time , highly recommend
Diana Esselburn
I just got done with a session from Shamisha and it was by far the best massage I have ever gotten. I gave her a challenge with how bad my back was and she met it head on with some deep tissue work. She was also very sweet, talked to me when I wanted to talk but also balanced it with giving me time to just relax. I will definitely be back.
Michael Graff
Stretching sessions with Karen has been excellent. Very informative and great understanding of how to work around limitations from past injuries. Would recommend for anyone.
Michael Flanders
Called up and scheduled 2-massages one for myself and one for my wife. I have never been to massage envy before. I was scheduled for 11:30am Sunday February 4th and my wife was scheduled for 3pm same day. I confirmed everything with a credit card. I was told by my surgeon he recommended a massage before surgery which was why I scheduled the massage to relieve anxiety and reduce risk of blood clots. They have a policy if you call less than 24 hours prior you are responsible for 50% with late cancellation but what happens when they cancel on you less than 24 hours prior? I’m so upset as I really needed this prior to my surgery and they called me to tell me there was a scheduling conflict. How did this conflict happen when I booked and also confirmed with a credit card. I didn’t even receive a call until 430pm Saturday February 3rd. I think it’s terrible that everything was booked and confirmed that I’m the one out and now I have no way to rectify it. No attempt was made to resolve the problem prior to my surgery. My wife was so upset. She ended up canceling her appointment as well. No attempt was made to rectify the problem, other than rescheduling for another day, which I couldn’t do as I was having surgery.
Adam E
Stretch/RTR sessions with Karen are excellent. She’s very good at working with you to provide the best experience possible. Friendly and knowledgeable.
Brittany corbell
Tried to walk in to purchase a gift certificate at 715 tonight doors were locked and all lights off. What a shame.
Daisy Lopez
Cidalia did an awesome job. I was very relaxed. Best massage I’ve ever had.