MassageLuXe - Lutz, Florida

Mary

Very corporate and impersonal. You’re just a dollar coming in monthly, no customer service to speak of. They also seem to churn through employees quickly, so probably not a great place to work either. Corporate policies certainly don’t respect customers, so I’m guessing they don’t respect their employees either. 0/5, do not recommend.

Tampa M.

JOIN AT YOUR OWN RISK!! If there are any billing errors, there is absolutely no avenue for dispute or refunds! I was charged $59.99 fee AFTER I fulfilled all of the criteria to zero out my account, and went in person to cancel the membership

I spoke to the manager who said she was new and she has no ability to credit a customer's credit card. She referred me to regional manager Brianna who suggested I call the corporate offices. There is no one at the corporate offices that handle billing because they are individually owned and operated franchises.

I called again to speak with Brianna, and she called to Lutz location to verify my story. She confirmed that I did cancel, but because I didn't "sign the form on the tablet" it wasn't canceled. She admitted that it appears that the procedures were not followed when I check out from my services and they should have had me sign the cancel form, but regardless, they are not able to cancel a membership without a signature on their tablet and she was not able to issue me a credit. Even if it was her staff that made the mistake and never gave me the tablet to fill out the appropriate paperwork!! WTH.....

I tried contacting the franchise owner, submitted a dispute through my credit card (which they denied) and entered a BBB complaint to which no one replied.

To make matters worse, because they took so long to respond to the dispute, I passed the 60 days that I had to use the 59.99 credit on the account.

This place could care less about customer service and doing the right thing! Shame on them!!!

S S.

I have been coming to this location for a while now. I've had 1 down but so so so many ups! Tonight however, I had an amazing experience with my facial. Sky! Sky was such a sweetheart and just made my day, my night, I can even say my life. She is the kindest and so caring. I can't even express how much i appreciate her. I have had a rough couple of years and she changed my perspective on so much in just one night. Sky, you are a gem and never change the woman you are. I decided to keep my membership and will refer everyone to come to her for skincare and good company.

Sebastian G.

Good experience as a first time client as far as check in & check out. No annoying sales tactics, they only asked once and I politely declined. The only reason I am not giving the full 5 is because we booked a partner’s massage and my therapist was very loud during the massage in regards to rolling his stool all around the massage bed so he could sit while massaging. Opening and slamming shut the towel warmer door. My partner’s therapist did not do all the areas he was hoping for, but mine did so it’s not like it was a service we paid extra for or anything (pecs and feet). The room didn’t feel dim enough. Otherwise, very pretty studio and reasonably priced.

A S.

The general manager Sarah is super attentive, she takes care of all of my needs and concerns, she has awesome communication skills and her customer service is top quality! It’s always a pleasant experience coming into the spa to be greeted with such kindness from her! Will definitely be coming back.

Diana A.

DO NOT GET THE MEMBERSHIP!!*THIS POST WILL BE REMOVED ONCE THEY ACTUALLY RESOLVE THE ISSUE* I have $360 in services that I paid for in a membership and went to use and was denied because they had charged me after I had froze my account and disputed with my bank. They said because I disputed the charge with my bank that they are keeping all 6 of my services. They refused work with me on any resolution. I have been nice with their staff this whole time even though they are keeping $360 for absolutely nothing. This is criminal.

Michelle H.

Made my appointment at 1pm this afternoon for 5pm. Then I ate lunch. Apparently it didn't agree with me and I was in the bathroom (tmi I know) at 3:02 trying to reschedule and they redeemed my groupon! They didn't care at all! Will NEVER go there again!!!! 2 minutes late calling in?!?! Are you serious?!?!

Melissa C.

The manager Sarah is horrible!!! I left there almost in tears she frustrated me so badly and then went to the back instead finishing checking me out. All I wanted to do was pay by gift card and she did not allow me to. She put words in my mouth and claimed to say things she did not. Communication skills seem important in any management position. So much for relaxation.