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  • WeMassage.ca

Overview

WeMassage.ca has a rating of 1.79 stars from 48 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about WeMassage.ca most frequently mention customer service problems. WeMassage.ca ranks 84th among Massage sites.

  • Service
    1
  • Value
    1
  • Shipping
    1
  • Returns
    2
  • Quality
    1
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What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • Make an appointment with your local massage therapist instead, especially if you are in pain.
  • Additionally, variations between cities does not excuse the lack of customer service on the part of the "company."
How would you rate WeMassage.ca?
Top Positive Review

“Great service I have ever experienced”

russell j.
5/16/20

This massage service is so good. They just visit me and take care of my health. I could enjoy healing massage at home. Their customized 12 massage services were so great.

Top Critical Review

“They are thieves... don't waste your money as you will NEVER get an appointment.”

M W.
3/12/20

I give you 0 stars. I bought a 6-pack Groupon and couldn't even get one appointment scheduled. I emailed back and forth with customer service. Well I kind of emailed back and forth with them as they barely responded and could not help me find a resolution. I wasted my money as I never heard back from them after MULTIPLE repeated attempts to get an appointment. This is singularly the worst customer experience i have ever had. I vow to let every person I know and write every review possible to let as many people know how truly disgusting my experience was. You are thieves and I did not deserve to be robbed. Shame on you.

Reviews (48)

Rating

Timeframe

Other

Reviews that mention popular keywords

massage therapist (9) customer service (11) appointment (18) groupon (20)
Thumbnail of user mw405
1 review
0 helpful votes
March 12th, 2020

I give you 0 stars. I bought a 6-pack Groupon and couldn't even get one appointment scheduled. I emailed back and forth with customer service. Well I kind of emailed back and forth with them as they barely responded and could not help me find a resolution. I wasted my money as I never heard back from them after MULTIPLE repeated attempts to get an appointment. This is singularly the worst customer experience i have ever had. I vow to let every person I know and write every review possible to let as many people know how truly disgusting my experience was. You are thieves and I did not deserve to be robbed. Shame on you.

Thumbnail of user jessp25
1 review
0 helpful votes
February 18th, 2017

Dear wemassage, if you don't have anyone then don't pretend you are a company. Have you heard anyone trying to book a massage for 4 months and got 6 cancellation emails? Every time I require a refund they just pretend they didn't see the message and never ever reply me. No one answer the their customer service phone. This company is a total BS! What a rip off! They just want your money, after that good luck! It's a scam company, I am surprised it is still running with all the bad reviews and their lies. Stay away! Far far away.

Thumbnail of user pamm68
1 review
0 helpful votes
March 20th, 2017

I'm having the same issue. I purchased a Groupon for 4 massages through them. I actually did receive 1 back in August. The massage was quite good but since I've tried to schedule a 2nd massage and just keep getting emails that they are "working diligently" on it. Oh, please! I've asked for a refund and have threatened to call the Better Business Bureau. I did receive a gift card for $30 from them but I can't use it because they can't schedule a massage.

Thumbnail of user jgs2
2 reviews
0 helpful votes
December 10th, 2018

WeMassageCA is garbage... complete fraud and waste of time and money.

I'm filing a complaint with the BBB.

Thumbnail of user robic3
1 review
0 helpful votes
May 21st, 2017

I'd give them a zero if I could. TERRIBLE experience. Can't reach a human being. We had 2 no shows with no explanation. Trying to get money back was murder and took 2 months including Groupon's help.
Very disappointed.

Thumbnail of user bradk35
1 review
0 helpful votes
May 30th, 2017

I purchased two coupons for We Massage in February, 2017 and have tried numerous times to book an appointment to no avail.

They never ever come through and have just stopped replying to my last 5 emails.

The one time they were able to magically have a masseuse show up, she told me she had another appointment and therefore only had 40 minutes. I wish I was joking, but I'm not.

I am in the health field myself and have very little tolerance for companies that place zero interest in customer satisfaction.

I think the reviews here speak for themselves!

Thumbnail of user deanm88
1 review
0 helpful votes
December 20th, 2016

What a horrible company, I agree with every negative comment in these reviews. I used Buytopia, who keep advertising their deal. I've enjoyed the people who finally did come to my door and that's when you learn that most therapists have left due to lack of payment by We Massage. So if you have two people working over 1,000 vouchers, wonder why you can't book? Please stay away from this company!

Thumbnail of user debraa32
1 review
0 helpful votes
December 7th, 2016

Yes, all of these negative reviews are correct! I know hard to believe. I thought i received a great deal of WAGJAG for 6 1 hour massages from We Massage. However, you can never book, it takes, literally, 2 - 3 weeks for them to actually respond to an email (there is no phone to make telephone appointments) then when you actually make the appointment, they cancel it either the day before or the morning of. This is a HUGE scam!

Thumbnail of user sanjeevj3
1 review
0 helpful votes
April 14th, 2017

Bought Groupon deal. Tried to book so many times online. No response. Every time received message rebook and then finally it expired. Now I am out of 99
Dollars. Worse Groupon did not
Do anything about it. So I stopped
Even looking at Groupon deals. Because they all are rip off. It does not deserve even 0 stars. Be careful and save your money.

Thumbnail of user jackiee10
1 review
4 helpful votes
March 28th, 2016

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.

Thumbnail of user allyp2
1 review
3 helpful votes
February 27th, 2016

This company is such a scam! Their costs and fees are out of control. The groupon is a joke. Once you have the groupon, you may so many fees on top of it that the cost of your massage ends up more than if you just walked into a regular salon. Their customer service is terrible! The massage therapist was late and did a mediocre job even though she was a "certified" massage therapist (people must be able to get certified online it was that bad). I could go on and on... Just don't purchase anything from we massage! You'll regret it!

Thumbnail of user biancah4
Bianca H. – WeMassage.ca Rep

Thank you for expressing your concern/s, and we value your feedback. If any oversight when buying, and you’re unable to move forward with future service due to cost on redemption being a little more than anticipated, we understand, but the deal is of great value all-in, and our on-site massage (in-home) prices can’t be beat. When buying in the future, please do be aware of the 'Fine Print' details, as the costs associated on redemption can vary company to company, and were outlined on the buy page when purchasing, as well on the voucher print itself. I don't think it's fair to blame a company about cost when this detail is presented to the consumer prior to buying. An apology however, if you experienced any delay with our communications or a late therapist arrival day of, we would ask this to be excused. Our team is wonderful, and the masses rave about our service nation wide, so we would hope such comments do not deter future business. We pride ourselves on the customer experience, and if any part of the booking process or day of massage was not up to standard, we always work to make things right, and can offer appropriate compensation. Since someone specific is in mention it would benefit us if you would be so kind to share this feedback direct via email info@wemassage.ca so we can pinpoint any problems and ensure proper measure is taken so no one has the same type experience. Be in touch with our office at your earliest, and we can assist further. For a list of positive client feedback, please visit our website 'Reviews' page, as this platform is not a fair representation of We Massage as an organization: https://wemassage.ca/reviews/clientreviews
Bianca H.
Director
We Massage

Thumbnail of user dianac65
2 reviews
0 helpful votes
March 23rd, 2017

I have tried on 5 different times to schedule a massage and each time they cancelled on me. I requested my money back and did not get that either.
This is a horrible groupon!

Thumbnail of user livic
1 review
8 helpful votes
August 18th, 2015

I paid them over $250 worth in coupons and I still haven't received a massage as they have cancelled twice only 2 hours before the appointment having booked off work to even GET an appointment. I've been waiting over months for an appointment on the weekend and they keep telling me there is no therapist available and I have to re-request a date. Sometimes as far as months ahead so I can't even refund it back as I've waited over half a year. Save your money and get a real massage that's worth it. The therapists are probably horrible

Thumbnail of user biancah4
Bianca H. – WeMassage.ca Rep

Hi Livi- I tried reaching you direct, and have yet to receive a response, so will post a public comment in hopes you are able to see this, and please do reach our reservation team for assistance. We have a 100% customer satisfaction guarantee, so in the event you are unsatisfied or a confirmation extends longer than anticipated, we have no problem refunding in full. Please excuse any day of cancellation if there was therapist illness or any urgent matter that held them from seeing an appointment through day of. Our policy is to notify the client promptly, and would ask for a kind understanding given the situation. We have a team of over 600 professionals, so almost everyday a few people call in sick, have an urgent personal matter or car trouble and need to request a reschedule, and this is never in anyones best interest, but we need to be understanding. If we cancel day of, regardless the reason, we are always willing to compensate you for your time, and offer some free service next visit or a gift card, so you are never at a loss. Please email us at your earliest, and we can look into your order, and offer the appropriate assistance. Our team of professionals receive only the best reviews, and we apologize the few made public on this platform are with respect to scheduling delays only. We service all major markets in Canada, as well the United States, so a delay experienced during a short period in one market, will not suggest the same for every city.
Bianca H.
Director
We Massage

Thumbnail of user ashp6
1 review
3 helpful votes
August 10th, 2016

I purchased a Groupon for this spa but every time my appointment neared, they had to rebook. This happened 4 times before I cut my losses and refused to rebook. Many reviewers have said that they received an amazing massage, but 90% of those who purchased a Groupon for the service have had issues. It's as if they don't want to have clients with Groupons...

Thumbnail of user biancah4
Bianca H. – WeMassage.ca Rep

Hello Ash- Our aim is to confirm bookings without delay. In some markets however, due to demand and booking preference, confirmation can sometimes extend longer than anticipated, and for this we are truly apologetic, as it’s not fair to have anyone wait. We are working diligently to increase our team in all markets, for both the on-site professionals, and spa locations to allow more individuals the chance to connect, and eliminate wait times. We constantly have new members being enrolled, so if you experienced a prior delay we would recommend being in touch via email at info@wemassage.ca or phone 1.888.670.9995 so we can assist. We understand the request to rebook can cause a valued customer to be less than pleased with our company, and booking procedure, and this is the last thing we would ever want to happen, as we were founded to provide a relaxing experience all around. We look forward to your contact, and rest assured all customers are treated as equal regardless of special promotion, the only difference is how much you pay for the service, the scheduling is the same for all and everyone is a top priority as we wish to establish a nice relation with new and returning customers.
Bianca H.
Director
We Massage

Thumbnail of user michelleh117
1 review
1 helpful vote
January 16th, 2016

Just an update no one has the balls to respond. I would not get a massage from them if they paid me what a joke me morons is more like it

Thumbnail of user biancah4
Bianca H. – WeMassage.ca Rep

We appreciate your business Michelle, and see you have completed a 60-minute massage with us just the few months back, and hope you enjoyed. With respect to the scheduling of your next, we apologize if there had been a longer than anticipated delay, as it's never in anyones best interest, and the last thing we want is to aggravate any valued customer because the experience we provide is a very relating one day of, so want the booking process to be the same. The quantity of professionals vary city to city, and we offer many booking preferences, so depending the requirements; therapist gender, massage type, location, your preferred time / date etc, these can limit availability to a fewer number. We offer the convenience of online booking, and if the reservation doesn't connect quickly we will do the needful to reach the team for some of their personal availability to offer you... our team of therapists are truly amazing, and their efforts should be commended. It's preferred customers work with us to resolve any concern, as customer satisfaction is what we pride ourselves on, and if any reason for refund, we have no problem doing so. I don't think it's fair to name call, as we are a professional business, so would like to be regarded as such please, as these reviews are read across the nation. I know we have just been in touch with you direct, and are in the midst of coordinating your next massage / or assisting with your prior request. Stay well.
Bianca H.
Director
We Massage

Thumbnail of user coryb27
1 review
1 helpful vote
March 26th, 2017

Same as all here - booked 5 massages and had all 5 postponed then cancelled minutes before the appointment.

Thumbnail of user mr583
1 review
5 helpful votes
April 21st, 2016

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.

Thumbnail of user biancah4
Bianca H. – WeMassage.ca Rep

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

Thumbnail of user stevew190
2 reviews
1 helpful vote
August 31st, 2016

Folks, this is a terrible service and you should complain to Groupon and the Better Business Bureau about this company. I give them ZERO stars. My wife and I had booked massages on line with We Massage, used our Groupon and paid the addition fees. Then we were asked to reschedule less than 24 hours before the scheduled We Massage. This is like a shell game scheme where they wear you out with their online run around till you give up and they keep your money. This is the first time I have been suckered on Groupon. Unbelievable service and I will pursue every possible avenue to get my money back even if it cost me more money. Stay way from this possible unorganized swindle. You can get massage deals just as good, locally.

Thumbnail of user dianneb30
1 review
0 helpful votes
November 5th, 2016

I have made three attempts to book a massage and each time they cancelled or they didn't even respond. I am very disappointed and would never use them again! Don't bother because they are unprofessional and the waiting time is ridiculous!

Thumbnail of user aaronk47
1 review
1 helpful vote
January 5th, 2017

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.

Thumbnail of user bradp32
2 reviews
0 helpful votes
June 30th, 2016

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.

Tip for consumers:
Good luck.

Thumbnail of user michaely31
1 review
3 helpful votes
March 14th, 2016

No phone number. Hidden fees. They will tell you to read the fine print. But it doesn't cover the big up charge. Plus they never showed up.

Thumbnail of user biancah4
Bianca H. – WeMassage.ca Rep

Hi Michael- we appreciate your concerns, however, our company phone number is clearly listed on our website 'Contact Us' page, and reads the following: 1.888.670.9995 for future use. There are NO hidden fees. All costs associated with your purchase are clearly described on our website Gift Card buy page here: https://wemassage.ca/client/giftcards/buy, as well on any third party group buying website showcasing our services. It's pertinent to read any deal advertisement prior to purchase. Payment details will vary company to company, and the itemized cost breakdown if buying a voucher online is always located under the 'Fine Print' section, and there is nothing owed in addition to this. If any oversight when buying, and you’re unable to move forward due to cost on redemption being a little more than anticipated, we understand, but the deal is still great value all-in, and the price can’t be beat anywhere else. Reach out to us by phone or email at your earliest please, so we may followup with the non arrival statement, and offer the appropriate assistance: info@wemassage.ca
Bianca H.
Director
We Massage

Thumbnail of user ianh47
1 review
9 helpful votes
March 25th, 2015

These folks are not at all reputable! Save yourself the hassle. Help to put them out of business. Do not purchase anything from WeMassage.ca. Please!

Thumbnail of user biancah4
Bianca H. – WeMassage.ca Rep

Hi Ian- We thank you for your purchase and are truly apologetic for the longer than anticipated wait for booking confirmation. After a quick review, I do see a few completed bookings in March, of 2015 on file and you have redeemed your buy, so that's great! We offer the 3 for 1 gift card promotion to valued clients who are new and returning, as a 'Thank You' for their interest and loyalty to We Massage. Our passion is providing quality and professional care nation-wide, both in-home and in spa and we also aim for the booking process to be just as relaxing and understand your prior wait time was unreasonable. We appreciate you continuing with the service as intended when we did connect, although the prior delays may not make you excited to move forward. We do our best to expedite the confirmation process, but since we offer many booking preferences and depending demand and staff availability, sometimes a couple people out of the hundreds plus we treat weekly, may experience a wait period and we are sorry. We have many professionals with wonderful availability eager to accept reservations requests in most markets, while others where the demand is high, so we are constantly hiring to prevent such an issue.

For those interested in reviewing honest feedback left by those who have enjoyed our services in the past, please visit: http://www.wemassage.ca/reviews/clientreviews

Thumbnail of user aai2
1 review
3 helpful votes
February 4th, 2016

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.

Thumbnail of user biancah4
Bianca H. – WeMassage.ca Rep

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

Thumbnail of user keithg17
1 review
6 helpful votes
December 11th, 2014

Tried booking numerous times... no response... tried e-mailing company... no response... tried calling... got answering machine during typical operating hours... scam alert!

Have since gotten in contact with them via email... they keep on trying to make appointments for me that are not picked up by any of their masseurs... delaying my refund asking me to be patient.

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Bianca H.

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