I got my wife a Groupon for WeMassage.ca for Christmas. After several failed attempts to set up an appointment we just decided to ask for our money back. To Groupon's credit it only took one five minute call to get it taken care of.
After reading a few other reviews I am glad my wife wasn't able to use the voucher I got her. Based what I have read the Massage's add on charges are more than getting a massage at a spa. That definitely makes paying for a voucher through Groupon not a very good deal.
I would add it is exceptionally unreasonably difficult to get any form of human customer service from WeMassage.ca. My wife tried several time to get in touch with someone at WeMassage.ca to help her but in the end she was left frustrated and angry.
This is ridiculous! I have also tried numerous times to book a massage with lots of flexibility on days & times and they always come back with an email the day before my appt. And say that they have not been able to secure a therapist for me. Don't waste your money on this groupon! I would love to get mine booked, but I can't ever reach anyone in person! This is horrible customer service & bad business.
I waited 14 days from my initial request for a massage appointment. That was bad enough, but then all I got was an email telling me to change my parameters. I changed my parameters from in-home to at spa (to make it easier FOR THEM, not me) but still got no satisfaction whatsoever. Then another BS email telling me 'we're working on it', and STILL no confirmation right up to the day and time I requested.
There is a plethora of massage therapists in my city. There is no excuse for this level of customer satisfaction. I gave them 2 more days to fix the situation, and they wanted 2 more WEEKS. I needed a massage 2 weeks AGO! What a complete waste of time. I'm looking to MINIMIZE my stress, not make it worse.
I then demanded a refund immediately, and instead of just doing that, they wanted 2 more weeks to book an appointment. Really? They think when I'm in pain I have an entire MONTH to wait for them to book an appointment? Absolutely not. This is an incredibly appalling joke.
They actually think I'm stupid enough to allow them to lead me further down their fairy tale garden path? No way. I'm not wasting another minute of my time on this poor excuse for a company. They don't even deserve ONE star, but I had to pick one to post my completely honest, factual review.
This company owes lot of money to the therpists and many of them left to deal and others are waiting. People have a common sense, how they can afford to offer you massages at the price which is more than you pay to buy deal? Tank is drying up... do you remember Dealfind.com?
Hi Khan- Thank you for expressing your concerns with We Massage and for the kind feedback. We offer clients favorable rates on massage (some cases at a loss) in order to attract and maintain a wonderful relation, in hopes they come back as a regular paying customer the next time, so we may then benefit from future orders, so it's a small marketing expense. The only time we experience a substantial loss is when we offer discounted service and therapists who are aligned with us either solicit and / or clients attempt to book direct, which is against company policy and does cause for a negative return, but we hope to avoid this and do run on an honor system. The company is currently undergoing some restructuring and due to some of our partners not paying us on time (which we have expressed concern to on an individual basis, those who are in mention - not all) this has put us in a position of delay for some professionals who are within our Team, yes. The company has always paid out in full since inception and will always fulfil all payment requests and we appreciate those if any who may have been affected by a delay and their kind patience while we smooth out a few underlying administration issues, but this will not affect service. We know this will be resolved shortly and have been in communication to offer solution and expedite any concern. We are a strong and valued company and we value our team and client base and are in the midst of creating a better platform and user experience for all. We appreciate those standing by us in times of growth and when some unforeseen circumstance arises and be supportive.
If anyone has any questions or concerns please do reach out and we will assist: info@wemassage.ca
Bianca H.
Director
We Massage
First therapist didn't show. I booked a second time and Lisa, a therapist from Laguna, was on time gave a very good massage. I would definitely request her again.
Hi Nicholas- I notice a colleague has already been in touch with you to offer an update surrounding this event and we extended reach moments after receiving direct contact day of. Along with our deep apology for your time, and offer to compensate you some we were able to reschedule, and your next booking date is the May 30, and we hope you enjoy! Thank you for doing the needful and confirming this online with us, and we look forward to seeing you next visit, and maintaining a wonderful relation. Your support is appreciated when unforeseen circumstance occurs causing for a reschedule.
Bianca H.
Director
We Massage
My massage experience with Jessica was exceptional. The spa atmosphere and special VIP treatment was amazing. I came to the session stressed, exhausted and stiff! I left feeling amazing and slept like a baby! I will highly recommend Jessica to my friends and colleagues.
There is no way anyone could feel good about only paying $17,50 for an hour of perfect pampering with aroma therapy and hydro massage. Jessica is a superbly trained massage therapist, matched with her genuine warmth, graciousness and professional care. A lovely person and experience indeed.
Antone recommend that anyone looking to experience Jessica's Spa to bring a wad of extra cash because you will want to tip for this exception experience! Please feel welcome to post on your website or wherever.
Regards Deb
I'm blown away by this experience! I thought it was going to be a hassle to get a massage judging by some reviews, but these guys are great. I screwed up with my booking and their customer service department was quick to answer, and fix my issue! I'm definitely passing this company along to my friends and family!
UPDATE - After contacting We Massage and posting this they finally reached out to me and are attempting to honor my original Groupon as it was not my fault that I was unable to redeem it. We will see if this pans out as they are outlining it.
I cannot believe they can even call themselves a business! I got a Groupon as a gift which was for 2 hour massages. I've been trying to book them for over a year and kept my availability VERY open but no one ever got back saying they would come for my massage. Now the Groupon has expired but I'm still trying to get at least 1 massage out of it. Now just today I get an email from them saying they are "partnering" with Massage Club to allow for more staff to service clients. That sounds all well and good but here's the kicker, their massage price is $120 for a 1 hour massage! Well, looks like that $39 will be something that I'm going to get a refund from Groupon for. I'm not ponying up over $80 (not including tip) for 1 massage when I should have gotten 2 over a year ago. This company is a HUGE joke. They should be out of business for ripping people off.
I want to commend WeMassage for the great service they offer. I recently had my first massage with them and it was totally worth it. I have read comments about the lack of response from customer service but my experience was completely the opposite: within minutes of sending emails I got responses every time! The massage therapist I had was extremely professional, kind and courteous and really did provide the type of massage I was looking for. I have attended many massage clinics and this is one of the best I have had as the therapist was very skilled and catered to my needs. I highly recommend this service! Thanks WeMassage for a great experience.
It took a long time to even set up an available appointment. When the massage therapist arrived for the appointment, she told me to take off my shirt in front of her. She was going to give me a massage without allowing me the privacy to get onto the table and cover myself. Then she indicated I could not take my shorts off and leave my undergarments on for the massage. I asked what spa service has you undress in front of the masseuse? I asked her to leave immediately and contacted groupon regarding this company. When I tried to leave a one star review on their website, I received the message "The website cannot display the page." I tried to leave the review several times over the course of a few days.
We appreciate your feedback Robert, and had a colleague reach out to you the few days ago to offer the required assistance and clarity, and we have yet to receive response, so would like to post a public comment until we hear your feedback so there is transparency. Our office wrote: " We would like to assist with this complaint, as our aim is to provide only the best client experience... We spoke with therapist in mention (female), who attended the massage booking as anticipated, and do apologize if she did not leave the room while asking you to remove shirt and get settled on the table- we of course value your privacy. The massage is done with oils majority of the time and clients are without shirt while with the therapist through the whole process, and this is the first time a complaint as such has been voiced, but we do understand the need to get yourself situated as per standard procedure when visiting a spa. Because we have therapists visiting ones home, and with our female therapists in particular when in a mans home they have just met for the first time, we also value their comfort, and as per policy of our own we have a mandatory partial draping which I assume you would have been happy to have agreed with as per standard arrangement when visiting a spa type environment, but it is at the therapist sole discretion whether or not they chose to have client remain with boxers /and shorts on or not. We can not force our female staff to have male clients fully de-robe because of some past situations where clients made them feel uncomfortable, so hope you can understand it's nothing personal to you, only an individual preference of one of our female team members and each are different. We do understand you want to be comfortable, and that is the experience we guarantee. We provide professional service by professionals, and do apologize if the day of experience was not as expected with relation to getting ready for the massage to take place. This is the first we have ever been presented with such complaint but will ensure the team is aware that client privacy is mandatory at all times in home or in spa when the area allows and even if it is just a shirt that is to come off as we want all parties to be comfortable. Let us know how you would like for us to make things right, we can rebook and send another professional, unless you have already sent reach for refund. It would be appreciated if we can work at a solution and have your online 1 star review retracted. "
Bianca H.
Director
We Massage
I booked a couples massage for a special occasion. It took a long time to even get it set-up as they have NO phone # (red flag). I contacted them twice before the massage to confirm. I was assured they were. They called the day of, to say they would be an hour late. I was contacted again saying it would be another hour. They actually called at 8 pm to tell me they would be leaving for my house within the hour. IF they even came, they would not get there before 9:30 PM for my 5 pm booking! In order to do 2 massages, it would be near midnight before they would be done so I told them to not to bother coming. It ruined our anniversary evening. I only got my money back through a different source, not them. Do NOT waste your money, the deal is not worth the stress!
Hi Anna- We Massage has the toll free phone number located in our email signature, and also on our website 'Contact Us' page for convenience: 1.888.670.9995 We appreciate your business, and are apologetic if a team member had any unforeseen circumstance day of that caused for an arrival delay. It's understood how much clients look forward to our service, and we are aware many have schedules of their own to maintain, and even a slight shift can bare bad news, especially on an special occasion such as yours. Would love to assist, and offer the appropriate compensation for your time, as we are always willing to make things right. We have a team of upwards of 1000 professionals now representing our brand, so almost every day someone is either sick, has transportation problem, family emergency, or personal circumstance that requires a shift or reschedule, so we must be understanding of such situation, as we are a very forgiving company when clients cancel day of or with no notice, so it's appreciated when clients are able to be flexible, and if not can work with us. Any day of mishap, we always compensate accordingly, and if you could reach out to our office when the chance, we will compliment you with some free service.
Bianca H.
Director
We Massage
Im not going to retype the same thing that everyone else has typed, because its the same.
Any groupon or 'deal' they will not honor, well they will, but they will never come and just keep cancelling. Nevermind the extra money you have to pay for the person to come (fees). I can pay a professional escort the same amount of money and i know they will come to the door (jokes aside).
We have a couples massage, yet we still have to pay $60, nevermind part of that $60 is travel fees, meanwhile WE BOTH LIVE IN THE SAME HOUSE... why am i paying twice for that.
Demand your money back, get it from your credit card company... whereever.
Also, ignore the reviews on their actual site, they are filtering out anything less than 5 stars... surprise surprise.
What a disgusting way to run your business.
Also, if you are going to say its because of 'the lack of massuses in your area' THEN DON'T OFFER THE PRODUCT IN OUR AREA.
I contacted them before I bought a Groupon coupon to assure they provided service where I live. They said yes yes yes. Once I tried to actually schedule something. They said oh no, sorry, please wait some more, oh no, sorry, please wait some more... I advise you avoid them at all costs. Great idea, lousy company.
We appreciate your concern, and kindly know the spa locations vary city to city. We Massage is in over 110 major markets now, so the availability of spas do fluctuate depending if it's a new city we just opened up in or one we've had a presence in for some time, and are well established. We have a live list that populates on our homepage if anyone is interested in our spa offerings or on-site service in their city, you simply visit wemassage.ca and click the top 'Locations' tab to source your city listing. An apology if any incorrect direction our part, but as for the on-site massage (in home) we have many professionals in every market we service that is always a guarantee, as this is our main business and service we provide. If any delay in confirming one or the other we reach out to provide some alternative options, and truly sorry if any end request was not met, but our team is wonderful and many enjoy across North and South America. For a listing of honest feedback as presented by some of our clients in the past please visit: https://wemassage.ca/reviews/clientreviews
Bianca H.
Director
We Massage
I wish I had seem these before purchases the Groupon package. I bought 2 massages for my husband and myself for Valentines Day. It is now April 21st and we have still NOT gotten them.
They have told me over and over to change preferences, dates, locations and therapist preferences. I cannot tell you how many times we changed what we originally wanted.
Finally went to: ANY date, ANY time, ANY location or ANY site and still NOTHING was booked.
I asked about a refund and was replied to almost immediately saying "please just give us a few more days to confirm a booking". That was the 4th of April, it is now the 21st and now no one will respond to my calls or emails.
Very, VERY angry.
Hello Ashley- we appreciate your reach, and I will have a member of our booking team be in touch with you now to fulfil your desired request. We have a 100% customer satisfaction guarantee, so if there is cause for delay or anyone is ever unsatisfied with their order, there is always the option for credit / or refund this is our promise to our valued clients. An apology for any prior delay.
Bianca H.
Director
We Massage
Aweful aweful awefull customer services. Call at least 10 times, never any body on the phone. Left phone message and never return phone call. Email them yesterday and multiple times, no response so far. I'm starting to think this online business is a total scam
Hello Mike and thank you for your buy and kind patience with our response time. A delay in communication whether it be by phone or email is never intentional. We experience an overwhelming amount of communication to our office daily due to the client demand in our nationwide markets and also keeping in contact with our team of professionals to ensure service excellence day of client treatment. We prefer email if and when available and you should receive a prompt response, but if for some reason there was oversight our end or delay we apologize, kindly re-submit your inquiry to info@wemassage.ca upon review of this response and a member of reservations will certainly follow up and get your booking/s in order. Please do not misinterpret a delay as us intentionally not wanting to book or taking peoples money, We Massage is a reputable company and we have hundreds of wonderful and positive reviews on our website from satisfied customers over the past few years since inception and have 10 thousand+ more bookings successfully completed. Only a very small fraction have made effort to post review for us to publish on our website, and its unfortunate only the negative comments and feedback are ever published on the web if and when any concerns. If you take a moment to view our reviews page, you will see many people rave about our services and they do occur. Please find here: http://www.wemassage.ca/reviews/clientreviews
If anyone has any questions or concerns please do reach out and we will assist.
Bianca H.
Director
We Massage
I have been trying to get an appointment for over a month! When I did book an appointment, they canceled the day of because they couldn't find anyone to fulfill the appointment. If I knew they outsourced their massage specialists I would have never bought the package. I'm going to look into trying to get a refund.
Hi Susie- thanks for your interest, and reach for help. We are excited to get your next booking underway, and offer the assistance needed to do so. An apology if a prior request went unconfirmed. Our policy is to notify client prior to booking date, and there should have been notice sent 24-48 hrs prior to day of if we had yet to secure the requested preferences. Our booking form displays many options, as a courtesy, and to meet each individuals needs (therapist gender, qualification, massage type, staff count, time and date, location, etc). Depending on demand, and availability, we may reach out to ask for some flexibility as a helpful offering, and only in an attempt to confirm without delay if any option is posing to be an issue. We of course do our best to satisfy the original requirements the first time. I am unaware of the file associated with this name used to display comment on this platform, so if you would be so kind to reach out to our reservation team by phone or email, and we are more than happy to assist you. Our promise to our valued clients is that you receive your booking as intended, and for any reason a confirmation delays longer than anticipated, we will do our best to make things right, and if you are not satisfied, we have no problem to issue refund. We pride ourselves on customer care, and client satisfaction is always guaranteed! Please do reach out soon, and we can assist.
Bianca H.
Director
We Massage
Tried to schedule at least three appointments and keep getting notification the day before the appointment that they couldnt find an available massage therapist. On my fourth attempt to schedule another appointment its saying my groupon voucher code has already been activated, despite never having gotten my massage. No number to contact anybody for help except for their info email.
If I had any reason to believe I'd be jumping through hoops like this or waiting for months before I'd actually get in contact with a massage therapist I would have never paid for this. Incredibly unimpressed. Dont fall for this scam
-UPDATE-
So they managed to schedule me in a therapist. Imagine my surprise when I had to pay an additional $30 dollars to the therapist for travel charges on top of the groupon I purchased. I modified my review to include one extra star but overall I'm still very unsatisfied and will not be returning. While I can appreciate that the therapist has expenses traveling, none of this was clearly outlined in the groupon as being an added expense. The business really needs to get its act together in advertising its services properly.
Hi Patrick - we appreciate your feedback, and it would be great if you were able to contact us direct with any concern, so we may offer some immediate attention to your said complaints. Our customer toll free number is located in our email signature, and also on our website 'Contact Us' page for easy review: 1.888.670.9995 We would like to maintain a positive relation, and prevent other valued customers new, and old, from receiving an incorrect assumption of our company. We are in all major markets in both Canada, and the United States, so a trouble booking in a single market we would appreciate having chance to resolve, so the impression does not stretch nation wide throughout the organization as a whole. Will do the needful to assist with any booking concern always, and in the event we are unable to confirm the booking requirements within a reasonable timeframe, our guarantee to customers is always a full refund, and we can certainly do that for you, as client care is our number one priority. If you could call / or email our booking team for a followup, this would be beneficial.
Bianca H.
Director
We Massage
The additional costs of booking with a voucher are so ridiculously high, you would end up paying just as much at you would pay to any massage therapist anywhere in the city. They charge an extra 15% fee, based on a 100$ hourly rate, not the discount price you thought you were getting with your voucher. The travel cost goes up for every half an hour you add to your service and if two people are planing to get massages at the same location from the same masseuse, they would have to each pay the travel cost separately, meaning twice! And then they add taxes on top of it all. You'll end up paying 3 times more than you thought it would cost you in the first place. And did I mention it is almost impossible to book appointments with them? Specially if you want a licensed professional massage therapists, who would cost you an additional 10$?! Stay away, this is not a good deal.
Dear Ms. Director. It is very interesting for me to see how quickly you choose to respond to a customer who has been trying to get in touch with someone at your company for weeks without any luck, as soon as you read a bad review. I changed the title of my review for you, to be fair, but you know that all of my statements are all true. I am also not the only person to write a bad review here. If you care so much about getting good reviews and your company's reputation, I suggest you start providing a good and fair service. Also please define what you mean by "your spa locations"? I am from Toronto where as far I can see on your website, you only have a handful of non-licenced people providing this service out of their homes.
Hello M R.- we appreciate your interest in our service, and understand everyone has an opinion as to what great value is, and rest assured the all-in cost for the in-home massage can't be beat by any other company. We feel your title and comment is an unfair approach to voicing an opinion about value, and any oversight when buying should not cause a negative remark as such towards a company who offers such deals only in hopes to attract a new client base, offering such great rates at a loss in some cases to benefit our valued customers. For clarity, regarding the cost associated on redemption when buying a voucher type special off a third party deal website, the fine print is always the same- we only ever charge as advertised, and it would be an unfair statement toward the company to promote otherwise. When buying in the future, please do be aware of the 'Fine Print' details because they can vary company to company, and were outlined on the buy page when purchasing, as well located on the voucher print. The voucher cost for the 60-minute massage depending your package (2,4 or 6) will range between $16.50 to $19.50 for the hour paid to Groupon. After voucher purchase, the following is due on redemption as per the details described on the advertisement: $10 travel fee will be applied to each 60-minute In-home booking. *If visiting a spa location, then travel is waived. 15% service charge (on the value) not included, which comes to $15 per hour. Taxes are only on the paid amount that is being used. Optional RMT / LMT upgrade is $10 per hour massage, and insurance receipt is provided. (selection is made on our booking form) It's understood some customers buy quick without reading the details associated with the deal, but rest assured nothing is hidden or changed after purchase. Would be ideal if you can retract this statement please because it hurts our reputation nation wide and is not a true representation of our brand. If you feel the price is not of good value this is fine, but its the lowest rate you will find. An adjustment to your title would be appreciated, and for any booking inquiries or cost related concern please contact us direct at 1.888.670.9995 or email info@wemassage.ca This is a negative feedback only platform, so if anyone is interested to review some honest followup from our past clients who have had successful treatments and rave about our services, please visit: https://wemassage.ca/reviews/clientreviews
Bianca H.
Director
We Massage
I am going onto having my 3rd massage with wemassage and I'm extremely happy with all the results... thank you for your outstanding accomodating services and for the hottie who did my massage! But i actually think I'm in love
This is my second time using we massage and my wife and I couldn't be happier. Our therapist was professional, on time and delivered one of the best massages I've had. Definitely returning
Overview
WeMassage.ca has a rating of 1.8 stars from 48 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with WeMassage.ca most frequently mention and customer service. WeMassage.ca ranks 78th among Massage sites.
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Hi Linda Culpepper- We want to provide you with the best client care, and our guarantee is customer satisfaction or your money back - this is our promise to all valued customers. Would love to assist with your concerns if I may, and a deep apology regarding your experience thus far with the delays. Because we offer many booking preferences on the form, and depending client flexibility this can offer fewer staff the opportunity to connect, and this is reason why some experience a delay. Demand also plays into this. We are a reputable business serving the nation, and a longer than anticipated confirmation does not interpret one as a remark as you've stated in comment, and is a false assumption and we would ask you remove this comment please. I have forwarded you an email in regards to your refund and we will be assisting as needed whether with future service or with your refund request this isn't a problem. Looking forward to your reply.
Bianca Hudson
Director
We Massage