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WeMassage.ca Reviews Summary
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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I was excited to find this deal on Groupon. The booking process was nice and easy for me. My therapist had to re-book our initial appointment, but her, along with Bianca, did an excellent job in ensuring I was happy in the end. You don't find that level of customer service easy to come by these days.
I purchased a Groupon offer for an in-home massage with this company because I was in severe pain and needed help quickly. It was only after the purchase that I found out they had no openings for over a week in the future, so I made an appointment at the first available opening.
Over the next 1-1/2 weeks, I received a few emails from them telling me that they had not been able to find a therapist and would I please choose another date yet ANOTHER 1-2 WEEKS in the future!
I emailed them and called and left voice messages without any response, except to get more fo these emails asking me to schedule further out. So I emailed and left more voice messages - and received NOT ONE reply from them, until the eventual day of my supposed appointment when they sent me another blasted automated email to reschedule.
As a last resort, I finally sent an email to them threatening to seek legal action for false advertising and fraudulent practices. THAT got an almost instant response! (of course).
As soon as I sent that email to them, I found the phone number for Groupon and told them my problem. They were wonderful! They refunded my money (even though it was way past the 3 days they normally allow), and said they would be looking into this complaint. While on the phone with Groupon, I received a response to my threatening email to wemassage.ca. The ONLY thing they were interested in, of course, was their reputation and 'hoped' I would not cause them any problems. Ummm, too late.
So, if you have the chance to use wemassage.ca to book a massage - don't. Make an appointment with your local massage therapist instead, especially if you are in pain. This is a company I would not ever recommend, for any reason.
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.
There is imminent trouble getting an appointment booked and confirmed. It took several attempts to finally get a booking confirmed, Bianca even helped with the refund of $gift card value. I am ready to give chances if they can really assist. Team you got to put your work together and sort things out yo make customers experience smooth.
Had my frustrations which were dealt easy by Bianca.
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.
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 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
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 [email protected] 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
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.
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.
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: [email protected]
Bianca H.
Director
We Massage
Groupon offered was for 6 massages for $99. I have tried to schedule 3 times with lots of flexibility in my personal availability, and they have always not had a therapist available. This company is terrible! Don't throw your money away.
Hi Brian- we value your feedback, and please know the quantity of professionals vary city to city, and because we offer many booking preferences, this can potentially delay an on-site confirmation depending on the choices selected on the booking form... therapist gender, massage type, location, number of therapists required and any upgrade etc., so in a case where a booking may delay, we might need to offer some alternate options to confirm. Please reach us by phone 1.888.670.9995 Mon-Fri from 9AM-6PM EST or by email [email protected] and we will offer the appropriate assistance to expedite your next confirmation.
Bianca H.
Director
We Massage
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!
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 [email protected] 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
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 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
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
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
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
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 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
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
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
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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