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Business Profile

Massage Therapist

Massage Luxe

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Massage Therapist.

Complaints

This profile includes complaints for Massage Luxe's headquarters and its corporate-owned locations. To view all corporate locations, see

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Massage Luxe has 2 locations, listed below.

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    • Massage Luxe

      1520 S 5th St Ste 104 Saint Charles, MO 63303-4155

    • Massage Luxe

      7505 Watson Rd Saint Louis, MO 63119-4408

    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was and customer with **********************. However I am moving to *********** and when I asked about getting gift cards for the remaining massages they never explained that I can only use it once every 6 months and on top of that they dont have and message luxe in *********** for me to use the gift cards.

      Business Response

      Date: 03/08/2024

      ******* came into the St ******* spa and cancelled her membership. On the cancellation form it states...

      "I understand that all Massage and or/ facial sessions and luxebuxe accumulated will expire 60 days from my last membership dues billing. The date of expiration for all accumulated sessions and luxebuxe is March 5th, 2024."

      You do have the option to have your unused hours transferred into the form of gift certificates but ******* only had a half hour remaining on the account which is why it couldn't be put on a certificate.

      Customer Answer

      Date: 03/13/2024

      I was given 8 of these gift certificates that I have attached which means that I have a hour for each one which will total of eight hours so I have more than just a half an hour left. With that being said, I cannot use them anywhere and I can give them to someone and they would have to owe $20 when they go which is fine but its not. Its not my fault that there is not a massage luxe in the state that I am moving to. I feel like I am losing money because I have no one to give them to and they expire on July 31 of 2024. If you look at the date at the bottom of the picture I provided I am asking for a refund for a total of eight hours because I cannot use them and even if I came back to **************, I would not be able to use them but every six months, so how or is it valid until July 31 but I can only use one every six months, they will expire before I can even use them even if I traveled back-and-forth to ************** from ************ 

    • Initial Complaint

      Date:01/11/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This business refuses to refund a $100 gift card. I attempted to utilize gift card but the business would not allow me to reserve an appointment without my giving them my credit card information. When I refused, they would not allow a reservation and refuse to refund the gift card.

      Business Response

      Date: 01/30/2024

      We require a card on file for all guest to hold the appointment time. Our system when booking online requires this as well. We state that its strictly to hold the appointment time and that nothing would be charged to the card unless you didn't show up for the appointment or if you didn't give the appropriate 24 hour notice if you needed to cancel or reschedule. Reason being is to make sure our service providers are still compensated for the service since they are paid commission.

       

      We unfortunately, cannot refund a gift card purchase but if you would like to go into the spa to schedule an appointment we can hold your gift card under our register until your appointment date and use that as a form of payment to hold the appointment if you do not feel comfortable giving payment information over the phone.

      Customer Answer

      Date: 02/01/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***************************

    • Initial Complaint

      Date:03/09/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Around Christmas they advertised a sale stating that if you buy 200 dollars worth of gift cards they will give you a one hour massage. I participated in this promotion but was over charged. This happened on February 21st after I wanted to redeem my gift card.
      I want them to give me back my half hour from the massage or refund me 33 dollars. They should not have taken off both from my gift card.

      Business Response

      Date: 03/24/2023

      We have resolved the issue with ****. There was a misunderstanding when checking him out. He had a free certificate from a gift card promo we had in Dec. and he was intending to use that for his service and not the hours he had on his account. We came to a mutual agreement that he will use that free certificate (even if it expires) when he comes in for his next service. 

    Massage Luxe is NOT a BBB Accredited Business.

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