Massage Envy - Kenwood, Cincinnati OH

If their goal was to keep me in their store for 2.5 hours feeling absolutely uncomfortable, they did a fantastic job.

I booked this appointment because I've been under a lot of stress and this was supposed to help, but instead I found myself sitting in a waiting room getting berated for longer than the actual massage I received. This was my first time getting a massage at a Massage Envy and I can confidently say I will never return.

My appointment was at 6: 45pm and I arrived at 6: 20pm because I was told I would need to fill out paperwork. The girl at the front desk checked me in and provided no other information or instruction. I asked her if there was anything I needed to do and all she did was take me back to the waiting room, again with no information. I sat there until 6: 55pm (10 mins after my appointment time and 30 seconds from walking to the front desk to ask what was going on) when another front desk guy came back, apologized for the mix up and gave me the paperwork I was supposed to fill out. He went back to the front desk and the next thing I hear is another staff member very loudly arguing with him about my attire not being suitable for the stretch therapy and refusing to provide the service. She then game back to the waiting room and rudely informed me that we had a "serious issue" and that I would need to change into scrubs. I was planning on changing before the appointment but got out of work late and was unable. I would have been more than happy to change into scrubs (or even go down the street and buy a change of clothes considering I sat in the waiting room for 30+ mins) or adjust my services had any of this information been communicated to me upon my arrival. After agreeing to change into scrubs, I walked to the front desk to give them my paperwork. At this time, the stretch therapist informed me that she was already behind on clients for the day and did not want to do my stretch therapy and suggested I reschedule it for the next day. I decided not to do it at all because at this time I was tired of dealing with all of this and honestly did not want to be in the same room as this woman. They convinced me to do a 90 min massage instead since it was the same price as what I was originally planning to pay. I honestly shouldn't have agreed because I literally wasted a lot money and and my entire night on this place for a mediocre at best experience. As I mentioned, my appointment was at 6: 45pm. My massage started at 7: 30pm. The message therapist was extremely skilled and did a fantastic job at tailoring the massage to some of my problem areas. Unfortunately, the other staff members I had dealt with had ruined the experience for me and I had a lot of trouble relaxing and really enjoying the massage itself. The guy at the front desk did give me a free 30 min upgrade on my next massage to try and help smooth things over, which I will not be using because I've already wasted enough time and money on this place that a free upgrade on an already overpriced service for the quality of experience is not at all something I am interested in.

This is the first review I've ever written, that's how strongly I feel about this experience. They are in the service of helping people and instead I left feeling more stressed and upset than I was when I arrived.

Front staff is friendlier than other locations. Appointment availability is usually flexible. Facility is clean. Massage staff is highly skilled.

Great massages! At one point, I worked here so I knew this place really well. Some of the massage therapists that work here have the biggest heart. Since people don't often speak to their massage therapists during a session, they may or may not know that the person giving them a massage as a heart of gold.:)

Sadly I've been calling and calling last hour and a half no answer. Not a positive first impression. Called Mason got a very nice person on phone.