Massage Envy Rockaway

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OPEN NOW - Closes at 10:00pm

I requested an appointment for myself and my mother-in-law using the website. Via email I was told I would receive a phone call and never did. When I finally called the store to inquire about my appointment, I was told I was not called because no appointment was available on the day I requested. I was already a bit taken aback by that response since I assumed I would be contacted regardless. I then made a 3 o'clock appointment for the two of us for today, March 17. Last night at 9 pm I received a phone call that they had a schedule conflict and would I be able to come at 5. When I said I could not, I was asked if I would like to reschedule. I had made the appointment a whole week ago and did not see why I should reschedule due to the staff's incompetence. I also find in incredibly inappropriate and unprofessional to call a costumer less than 24 hours prior to an appointment and at that time of night! Especially when THEY have a 24 hour cancellation policy--I guess what goes for the customers does not go for the staff?



When I came for my appointment, I was told that my masseuse was running "just a tad late". Well, I guess "just a tad" is a relative interpretation. I waited for FORTY minutes in the "tranquility" room, where I felt less than at peace. After 20 minutes of waiting, I was annoyed. I was offered free "aroma therapy" to make-up for my wait. I figured that meant my wait was nearly over. Finally (after 35 minutes of waiting) my masseuse, Maria or something, came in to ask if I had been told about the situation and how they were behind schedule. When I proceeded to get up she said that she was "not ready for me yet" in a less than friendly tone. No apology at all. Finally, I canceled my appointment. A few minutes later my masseuse came out into the waiting area where I was waiting now for my mother-in-law's massage to finish and she began to banter with another client. I guess there is time for that?



Needless to say, I am far from relaxed after this experience at the Rockaway store. If appointment schedules are too challenging for the staff at that store, perhaps someone should look into who is being hired to work for the company. With today's economy, I am sure there are several other competent choices.



If I could have given fewer than one star, believe me I WOULD have! And I overheard a similar conversation the staff at the desk was dealing with over the phone. They could not figure out who had made another person's appointment and where it had gone!