Massage Envy - Fairlawn

Every therapist I have seen has been great. Only complaint I have is that it’s very hard to get an appointment sometimes.

My most recent appointment was not my usual great experience. I was mixed up with another customer so they thought I was late for my appointment and because of this my massage was cut significantly short. I left feeling not nearly as good as I normally do.

I also discovered that I am missing a significant amount of credits from unused monthly visits.

The staff is great. Facial was great. But completely ridiculous that you cannot add a tip to your bill. You have to use a third party application that CHARGES YOU A FEE to put a tip on a card. Nickel and dime your customers and you don't keep those customers.

Girls at the front desk were pleasant and helpful.
Narrijus was very considerate and efficient.
Very relaxing day

Staff is very rude and does not explain anything. Do not waste your time with this company. They’ll sweet talk you into a year contract but fail to tell you that you will have to wait over a month and a half for an appointment to even use your membership. Again the staff is unprofessional and horrible to deal with. I have not had a good experience with them since I have them my credit card info. The second they take your money all of their fake faces go away! STAY AWAY FROM THIS BUSINESS.

The manager is unprofessional and very rude. If you must go to a Massage Envy, do not go to the Fairlawn location. Whatever you do, do not sign up for a memebership. I have had one bad experience after another. If a relaxing massage is what you are looking for this place will only provide an expensive headache.

Absolutely terrible management. Tried to cancel contract Gina the manager flipped out on me and called the police. I was mortified. The officer that responding literally could do nothing as I had done nothing wrong but simply try and cancel my contract. This place should be closed

Matthew does an excellent job! He is professional while still being friendly. He remembers specific things about me from past visits. His stretches and massages always make me feel better.

Matthew always does a great job! Thanks, Matt.

Membership is completely worth it. It's the right amount of pampering someone needs. The wall of skin care and other products are way too expensive for what you get though.

Terrible management. Once they have your credit card #, you can't cancel. They give every excuse to try and stop you from cancelling. This franchise is in trouble going forward and they are desperate. DO NOT SIGN A CONTRACT W/MASSAGE ENVY FAIRLAWN!

Massage Envy keeps referring complaints back to their franchise owners because they don't care. They get their franchise fees and punt on their Franchisees' failures when their name is on the building. Do something instead of referring people back to the very people who are frustrating us with their desperate policies to keep our money.

Massage Envy in Fairlawn does not support honest healthcare workers during the covid pandemic. I have been a loyal client for about 6 years now and have seen the same therapist since the beginning. I was called to set up appointments that were missed out due to the temporary closure; during this call I was asked if I knew any other healthcare givers that I would like to nominate to possibly receive a gift card or discount on services there. I confirmed as usual via text for appointment the day before and was given some instruction as to their protocol and told that I would get a survey upon arrival time. I even had some extra texts in there to clarify. After arriving I was supposed to call them to let them know and so they could send a survey. One of the survey questions asks if I have been within 6 feet of a person that could have covid. We all could have covid, and I work in surgery in a hospital. The question didn't ask if I had on layers of PPE and sterile attire on. Or if the potential positive corona patient had multiple negative tests. Because I answered truthfully on a survey that I was sent in my car, I was denied service. They could have sent me that survey when I was at home. Staff said they would have manager Gina give me a call but I am yet to hear anything.

I booked an appointment for my husband on a sunday afternoon. When called to confirm appointment the lady on the phone was rude and acted inconvenienced. I explained to appointment was a gift for my husband which I orginally scheduled online. She then tells me they have to cancel the appointment to reschedule under his name and to give my credit card number again to hold appointment. Ok, fike and done could have gone smoother and less attitude about it. Given this was my first time dealing with company and also gifting it to someone. The appointment was for 1: 00pm now dud to holiday traffic & parking my husband was 5 minute late getting into building. Once he got there, both clerks were taking care of giftcard customers. After he waited for his turn the checked him in and had him fill out paperwork. Mind you by the time this all was said and done it was about 15 minutes past his scheduled appointment. Once he gets in the room there was no issue with the massage itself but the major problem was that we scheduled an hour massage after the masseuse was in the room it was almost 1: 30pm. So now the hour massage that was scheduled turns into a half hour massage. We were never told to arrive early for paperwork to be filled out, nor that our scheduled time starts from booking to booking and we were charged for an entire hour massage but only received half hour. I had already gave my credit card two different times and told them it was a gift for the person coming to the appointment and yet they still asked for payment from my husband on his way out.
For never coming to this establishment before we will not be coming back or recommending.

I enjoyed my 90 minute massage. Really relaxing and definitely would love to go back. But, Very expensive. Receptionists were nice but paying was a bit confusing. Things did get figured out and taken care of.

Extremely poor customer service. "Management" will dismiss your issues and will give rehearsed and uncompromising cookie cutter responses. Other locations are willing to help their members but if you suggest that to Massage Envy Fairlawn, the "manager" will inform you that "all locations are different and they don't have that functionality at their location". This place is a joke. Do yourself a favor and spend your money on a private massage therapist that will come to your home for less money. Never spend your money at this place.

The massages and therapists are wonderful. Management doesn't care about customers they show this by not returning calls. Front desk shrugged when I told her I did not have 3 prepaid massages, obviously she was on wrong account, then proceeded to double charge me for the tip. I had to wait a week for money to be returned to my bank account and they were not upfront about their mistake in the first place which worries me. I would never recommend this location.

First and last time here. My shoulder blade feels better, but after an hour after my visit my neck hurts so bad I want to scream and the pain hasn’t stopped. Very different massage technique than I’m used to; they don’t just massage they actually push with their fingers on the spot.

Run away from this place! I was a Member for over two years. My schedule got crazy and I had over 11 sessions banked. I tried to cancel my membership and the "Manager" had me fill out what I thought was a cancelation form but it wasn't. They kept charging my credit card for for months without calling to let me know. Its a ckassic SCAM! Its like joining a gym that never ends. Also, you get a lot of poor massages, when you find a good one they quit and you get some mediocre next session! Run away! Scam!

They have done a great job keeping our employees healthy! Dominique has always been a huge help with setting up our times and appointments and Megan is always friendly!

Extremely disappointed! I went in for a prenatal massage and while the massage itself wasn't bad, I paid for an hour massage and was only given 45 minutes! They took off time for my to get dressed and undressed. I've never had this problem anywhere else for massages. When I pay for an hour, I expect an hour for my massage! I contacted them about this with no response.rediculous! I will not be returning or recommending this place to anyone!

Me and my wife went there to cancel our membership cause we moved and instead of pulling us into the office they started arguing with us in the lobby right in front of other customers. They were rude and started down grading us. We will never go back there and I will never refer or suggest people to go there.

Massages are always great! Hours are very convenient and they make us feel at home! Dominique is super friendly and professional each time I call or come in! She and Judy are a great start and finish to our experience every time! A+ all the way!