Massage Envy - Rockwall

Worst experience I have ever had at any retail brick and mortar. I was discriminated against because of my disability and refused servuce because I refused to wear a mask. The front desk girl asked me to PROVE THAT I WAS DISABLED, and asked me to show her a CARD. There is no such card, if anyone has one then they made it up on microsoft paint or something. And for her to even ask me that is a violation of federal hippa law. There is no mask mandate currently in the state of Texas, and even when there was, there was a provision for people with disabilities that were incapable of wearing a mask exempting them from the mandate. I even offered to wait in my car until my appointment time, but they said even if I did that, the masseuse I was scheduled with, Vickie refused to work on me without a mask. The front desk girl went and got the manager (Kim) after that, and I asked her to return the credit to my girlfriend who had gifted me the massage. They said they couldn't do that right away because their internet was down, which I understand, but then she gave me her card and told me to have my girlfriend call her so they could get the credit back to her. I'm thinking they probably need to just GET THE CREDIT BACK TO HER AND NOT WASTE ANY MORR OF OUR TIME. Why should myself or my girlfruend have to go out of our way to call THEM to get OUR credit back after THEY DISCRIMINATED AGAINST ME. These people are dispicable, the front desk girl, the masseuse, and the manager. Absolutely reprehensible behavior on all of their parts, they made no attempt to accomodate my disability at all and just refused me service. It was a humiliating and degrading experience. If I had the means I would sue. But as it stands, once we get our credit back and use it elsewhere, Massage Envy will never get ONE MORE DIME from me.

Booking was easy! Was able to get a facial and massage on the same day. Front desk girls were nice and helpful! Will Book again!

Rude and unkindly to customers. Heavy set long red head was quite rude and overall made my wife’s trip very unpleasant. She has no respect for me or my family and I will no longer be going to massage envy ever again and will make sure my friends and aquaintances avoid it as well

Appointment was at 4: 00. I got there at 3: 45 and didn’t get in the room for massage till 4: 20. They were at perfect timing getting me out of room at 5: 00 though. Also had to wait 10 minutes just to pay when done. And the massage sucked. I do this once a year, first time at Rockwall location. Will not come back here. Usually walk out feeling great after a hour massage. Not at this place. Don’t waste your money. Go somewhere else.

Be open and upfront with you pain areas and they focus on working them out. 60 min is good for monthly maintenance but may do a 90 next time since I come less frequently.

My wife purchased a promotion for Father’s Day that was to include two 1 hour massage sessions. I went for one and was told that my other massage would be on my account. Fast forward to a day when I really needed a massage and when I called to book, I was informed that my massage was void because it expired after 90 days. I nor my wife were never informed that we needed to get the massage within a certain amount of time. When I tried to reason with the hostess over the phone, she told me that the best she could do was give me a 30 minute enhancement but I would have to purchase another 1 hour session at non member pricing. She didn’t try to help in any way. This place needs to provide better customer service and maybe someone should’ve called me to inform me that I had a session on my account that was about to expire. Instead, you pocket the money from a not used session. I’d really like to see how many sessions go unused and where that money goes. I really hoped it would be a good experience, unfortunately I will be looking elsewhere in rockwall for my massages.

Beyond upsat that a that this location would take advantage and steal our money like they did. Never again Massage envy, and especially never in Rockwall. So many other HONEST mom and pop shops that would take care of their customers, not swindle them.

I had a membership a few years back when I lived up near McKinney and it was always a great experience! I decided to sign myself and my partner up on memberships after moving to Rockwall. Let me tell you, this was a HUGE mistake! I've called several times in the last FOUR weeks trying to get appointments. I typically cant commit to appointments of any kind that are further out then about 2 days because of my work schedule. Every time I call, they only have facial appointments available. They offer no solutions, nor even try to give me a different date. Its always, "nope, sorry! We only have facials available. " After reading the other reviews, it makes me wonder if they just don't have enough therapist at this location, or care for that matter. I've been told on two occasions to try the location in Fire Wheel. I signed up in RW, because that's what's convenient and I LIVE HERE! Rip off! They make it convenient to take your money every month, but not convenient for appointments.

Thus far I have had 2 excellent experiences at this location with 2 different massage therapists. On my first visit I saw Heather, who is a deep tissue massage therapist, the massage was so thorough! The pressure was great, and Heather asked me a few times through out the massage if the pressure was where it needed to be.
On my second visit I saw Eva, who is not only thorough, but also genuinely cares about getting to know you a little bit before doing the massage. I felt so rested after this session.
The front desk staff were also very knowledgeable and the facility was quaint and clean. Highly recommend!

***** NEW EDIT *****
I now see Jordan for my Deep Tissue Massages, see her, and thank me later!

I was a member there years ago. I called requesting two therapist, one was no longer there and the other one did not have availability. Therefore, I informed the front staff I needed a deep tissue therapist. The lady said Jordan does deep tissue work so then I requested Jordan and her availability. Appointment set! After arriving for the appointment, I was informed the manager switched me to another therapist who did not even remotely do deep tissue work. The managers explanation for switching was that Jordan was training and that it was not a requested appointment. Now if requesting a deep tissue therapist is not a request, what is there definition of request? Very disappointing.

This place is HORRIBLE. I submitted my cancelation paperwork for my husband and I back in June (after our June session), thinking that everything would be taken care of. We'll needless to say they drafted my account in July. I spoke with the so called new manager Barbara and she assured me that my account would be canceled and I would get a refund for both accounts. Barbara stated to me that the paperwork must have been misplaced or lost. Again, I turned it into a manager the night of our massage in June. I believe his name was Erin (blonde head, wore glasses, tall, a little chunky). The night I turned in our signed cancelation paperwork, two new girls were being trained. So there is no telling where our paperwork was put or trashed. Anyhow, after SEVERAL phone calls, promises of return phone calls, and complaining, I received our refunds. Now here we are in August, AND THEY DRAFTED MY ACCOUNT AGAIN. I am heated. AGAIN, I SUBMITTED CANCELATION PAPERWORK FOR MY HUSBAND AND I BACK IN JUNE. So now let me see how long it will take for me to get my money ($120) back. The massages we have received are wonderful. But the front desk and management SUCK! Do not sign a contract. Do not set up auto draft. Just don't do it. They are thieves. They are liars. This location needs an entire new management and front desk team. Point blank. So now I have to get on the phone with these people and hassle them about refunding me MY money. Uuuggggggg #pissedoffthismorning

If you’re ever in need of a good massage this is where it’s at. The membership is really affordable and the app lets you book when it’s convenient for you.

I got a gift card from my son & he also got a free facial massage with the gift card. My hubby got a facial massage & I got a full body massage. We got to be in same room too. The young man gave me my massage & it's was so awesome. Can't remember his name but he's great & made me feel so relaxed. My hubby had a young lady which I can't remember her name either, but he said she was great. I can't wait to go again.

Great staff. Really seem to care about your needs. Always clean. Always on schedule. Can't understand how anyone could give this business a bad review. Some people can't even get happy after a massage.

THIS PLACE IS AWFUL! I've had a terrible experience with the Rockwall location. First of all when I signed up for the membership the the lady (Alisha) told me it was month to month and that I could cancel at any time with no fee. I asked several time as I was not going to sign up if it was a contract. So I tried to cancel a couple months later, because I was not happy with the services, and they said sorry but I'm in a ONE YEAR contract! I explained to her I wasn't told that upon sign up and she was very rude and matter of fact to me! So I put up with the TERRIBLE massages for the next couple months. I'm the meantime they have taken double payments out of my account and had to refund me. Then FINALLY when my year is up and December roles around I go in to cancel my membership. I sign all the paperwork and they reassured me there would be no more payments taken out of my account. Well January comes along and they took out yet ANOTHER payment! I called to speak with the manager (Julie) and they said she was in a meeting but to leave a message. Julie never called me back over the next couple of days so I had to keep calling to leave messages for her. FINALLY I got a call back from another manager (Ashley) and she explained to me that they had no record of me canceling and must have lost the paperwork! She finally said I would be refunded the $65 back into my account by tomorrow. So I waited and waited and 3 days go by and still no refund. So I called her back and explained to her that I needed that money for my car insurance that was being taken out that day and she said I would have to take it up with my bank and there was nothing she could do. In conclusion I finally got my money back almost a WEEK later and in result my car insurance was canceled because of it! I still have 4 sessions I haven't used but don't even want to bother wasting my time with another terrible massage. I've already called corporate to file a complaint so I hope they take this seriously! I will NOT be back!