Massage experience was decent, but overall working with the company was very trying. I think it's a larger franchise issue, so I don't solely blame the location, but blame the owners instead. I called because they had a giftcard promotion on this location's webpage for Valentine's Day. I was told that they aren't doing that promo at this location but they'd honor it since I saw it before it was removed online. The next day I went in person to make my couples massage appointment which I was quoted at the introductory rate for. (this was about 3 weeks before Valentine's Day which is around when my appointment was) 1 week before my massage I'm called and told that despite what I was quoted, I now had to pay the full non-member fee because the franchise owner didn't want to give specials during Valentine's Weekend (aka they wanted to make more money). I informed them that this is an extremely poor business practice and a decision like this should have been made weeks in advance. I let the manager know that I was not interested in paying more than I was quoted for and if I had to cancel then I wanted a cash refund since that was my only reason for buying the gift card. Since they can't give cash refunds for gift cards, she said they'd work it out and I could still come at the original appointment time. 30 minutes before my appointment I was called and told that one of the masseuse had a family emergency so my partner could get a massage and I could get a free facial or I could cancel. Yall, I signed up for a couple's massage to get a massage! I understand things happen, but this was thing number #3!! I went through a similar spiel about canceling and cash refunds so they said they'd try to work it out so we could still come. We get there and end up waiting 30min only to be told they couldn't work it out and we'd have to come back 4hrs later. We had to completely rearrange our plans just to make this work! The manager said we'd get the member rate due to having to reschedule, but when I checked-out, they tried to charge me the higher price until I reminded them. A fun relaxing experience with my partner who came in from out of town, turned into a very hectic Saturday centered around Massage Envy. Honestly, working with this company was the opposite of relaxing.