I tried for over an hour to place an order online and it wouldnt go through I utilized the chat and was told that their IT department was working on it and I should call my order in. I called and placed the order no problem. I immediately got an email confirming the order. A few hours later I received another confirmation email with a different order number. Apparently when they fixed the problem with their website, the order I was trying to place went through. I emailed them and explained what happened and requested that one of the orders be canceled. The next day, I received two shipping confirmation emails. I called and was told that one of the packages would be intercepted. It wasnt. I returned one of the packages without even opening it. Its been about 5 weeks since they received the return and I still havent been refunded.

I am a massage therapist for over 35 years, and have been a customer for as long as they were in business. I have purchased massage tables, table heating pads, moist heating pads, Linens aroma therapy, stones....everything massage related. I have used a particular massage lotion for many years. I couldnt find it on their website, and found it on Allegro Medical. I specifically knew that the manufacturer of the Massage FX lotion, have gone to a new, but similar label. I specifically ordered the old green label, because I know this is a superior formula to the new one.The new formula was very inferior. I had no idea I was really ordering from massage warehouse. When I received the 2 gallons I immediately found out that MW sent the wrong lotion. I told the customer service I wouldnt use this lotion and wanted my money back because on the website I ordered the Green label. They told me to send it back unopened, which cost me $40.00 plus the original 8.95. So I paid almost $50.00, for massage lotion, that only cost $56.00. I still havent received my money back, and after being a customer for decades, I will no longer order from them again. I dont know whos running corporate, or if they are even reading all these complaints....its too bad, but they are terrible customer service.

Crooked organization! If you buy something from them, be sure youre going to keep it, and I dont know how theyll treat you if you need to return due to malfunction. I purchased a towel steamer, and saw that it was too large for the space I had for it. Their return policy states that if returned within 30 days, no restocking fee will be applied. I returned in 15 days, and they charged me 50% ($75) restocking fee because they claim that the box was damaged. $75 for a box! They claimed that the damaged box means that it now cant be resold. There are other platforms to get you items that do fair business. Steer clear of this company.

I have been ordering from MW for 5t years with no issues. #Thankful

Long time customer. Always professional. Always on time.

WORLD’S WORST CUSTOMER SERVICE! FORMER CUSTOMER BUT NO MORE!!I ordered the wrong massage table by mistake ( my bad...right?). I wanted to exchange it for the right table. Shipping cost was my responsibility...COMPLETELY UNDERSTANDABLE! HOWEVER, my cost for shipping as a private person/business owner was $2,000 ( the table was $2400). The shipper advised that I ask Massage Warehouse for their shipping # so that I could save approximately $1700 on the shipping. (I would pay all shipping cost and this would not have costs Massage Warehouse one cent). They REFUSED to allow me to use their shipping # and recommended that I sell the table locally.I previously purchased 2 expensive tables from this company but will NEVER do business with them again.Look elsewhere!! There are other companies that have free shipping and MUCH BETTER CUSTOMER SERVICE!!

I recently moved into my own treatment room after sharing with a partner for the last 10 years. I needed a few items to furnish my space, including a table warmer. The table warmer I purchased lasted 11 sessions before it died, but it had a 1 year warranty, so I contacted the company (Earthlite) who told me I would have to go through Massage Warehouse since that is where I purchased the warmer from. After a month of trying to get a replacement, they finally sent notice that they shipped a new one. I am still waiting on it, and it has been cold and wintery. The replacement warmer has not arrived, but I received a bill for the new one. At no point did I request to purchase a new item. I expected them to honor the warranty and send a replacement. Now I am left being expected to pay twice for a product for a product that was faulty before I even have a working one. I have been waiting over a month for it, and will not be paying for the replacement. I NEVER asked to purchase a new item, and you did not have my consent to put in a new order other than to replace the faulty item. You have lost my business.

HORRIFIC customer service. And I see that Im not the only one to write such reviews. At first I thought it was because of the pandemic, but clearly, something has changed at the company and their service is beyond horrible. AVOID this company.

I ordered a Thai massage mat set and received the wrong bolsters. Customer service never replied to my messages to resolve that issue. To top it off, the stitching on the mat and bolsters started coming apart in less than a month.

This is honestly the worst customer service I have ever experienced!I ordered a table from them Dec 30th. Supposed to arrive, Jan 13th. Almost a month later, & still no table! I had to call & get an update on it, and they said its the manufacturers fault. I asked what they are doing to keep their customers happy since this is ridiculous amount of delay, and she basically said I could change my order or I could cancel. Neither are an option for me, so its basically tough stuff. So delayed order, no update on telling me when I would get the chance to receive the item, and does nothing to keep their customers coming back. And I wont be back

I got my massage products on time and customer service was helpful during the whole process.

This company truly values their customers. If there is a problem with an order and/or returns, one may have to go a step up beyond customer service to a supervisor, but they are more than willing to rectify the situation. I wish more companies committed themselves to these standards. Thank you Massage Warehouse! Looking forward to another 20+ years of continuing our business relationship.

MW is terrible with their orders. I’ve had two issues with them resulting in my orders being completely cancelled ONLY because of order information. And instead of contacting me to retrieve further information and correct the problem they AUTOMATICALLY discard the order. So now I have to go through the ENTIRE order process and search for all 10 of my items to purchase again. It’s mindblowingly disappointing. Thank God there are other options for massage supplies and equipment. I wanted to support the company but I can’t deal with this unprofessional operation.

No issues with my order. The website was easy to use.

The fact that they don’t provide a prepaid label shipping cost the same for the item so you might as well keep it won’t order from here anymore even though they sent me the wrong size item.

I was sent the wrong item, so I called and tried to chat to receive the item I wanted and was on hold for more than 30 minutes and no one come on the live chat. I am very big on customer service. I will never order from here again.

I ordered four Brown sugar scrubs from this retailer. One of the four leaked all over the box and was about 2/3 full on arrival. I emailed customer service and have never heard anything back. I even sent them pictures. At this point, I would say I dont really expect any resolution. If they are exponentially cheaper than anyone else you are looking to buy from, then I would consider them. Otherwise I wouldnt buy anything from them since they cant seem to ship their products in a safe fashion. I uploaded pictures of all the oil that leaked out.

Worst customer experience Ive ever had!!! Have been trying to get refund for almost 2 months after product was returned!!! Customer service manager doesnt return calls or emails and is actually very defensive. Finally transferred to Administrative Assistant for the CEO, who never returned call either. Apparently poor customer care starts from the top and works downward. Finally got a partial refund....Will never purchase anything from this company or Scrip Company (name on caller ID)

I had a great experience with Massage Warehouse and would recommend them.

I Placed an order 11 days ago. Order was supposed to be shipped in 48 hrs; 11 days, 3 phone calls later- still no confirmation of delivery. The worst part? Not even a single word of apology- like its completely normal.

Do not deal with this company, there are a bunch of rip off . I order a pair of men sandals from there web site. I received my order weeks later and its was the wrong size . I was sent a woman sandal and when I contacted the company and even due they made a mistake . They wanted me to pay for shipping the item back for them to send me the right item. Ive should have known deal with a company product from china. BUY American made next time

What a horrible company. My 5 month pregnant wife ordered a product from Massage Warehouse to help with pain relief 5 days ago. When the product was ordered, the shipping was said to be 3-5 days and their website said nothing about a multi-day fulfillment period prior to the shipping time. She has yet to receive a shipping notification, and when we called to ask about the status of the product we were told they have no idea where the shipment is or when it will arrive. We were given the USPS tracking number (which was never sent to us prior) and it said that the order is in pre-shipment and has not yet arrived at a USPS facility. We asked about cancelling the order, and they told us that they couldnt do that because it could be shipping at any moment, even though they have no idea where the shipment currently is. We were told we could send it back for a refund, but would have to pay return shipping... This is a disorganized, dishonest mess of a company and I implore you to take your business elsewhere!

I wont be ordering from this company again. I am waiting on my order to come and it has been over a month since I ordered it.

I recently placed an order with Massage warehouse, after speaking with a representative on the phone inquiring on the quality of the item. I received the item was not the quality that was discussed on the phone with the representative. Called up to ask about a return or exchange, customer service representative was rude. I explained the situation to the supervisor, she apologized but then was of no help either.The quality of the product I ordered was not what I was told over the phone and now I have to pay return shipping. And the only thing that both the customer service representative and the manager were interested in was if the item was open- which I explained twice to them that I did not even take it out of the package, they need to get their priorities in order when speaking to customers.Terrible customer service will never shop with Massage Warehouse again. Massage Warehouse needs to get some quality control and screen their phone calls to train their representatives.And maybe reevaluate your policies because now you’ve lost a customer for life due to expecting me to pay return shipping when I was misinformed. Terrible customer service.

I am extremely disappointed in my purchase of the NRG® Cotton Poly Massage Sheet Set from Massage Warehouse. The sheets are VERY cheaply made and feel rough to the touch while also holding all of the oil stains. Im surprised that a provider for professional therapists would even sell something like this. Do not buy these sheets.

Horrendous company. No shipping return labels. Toreturn an item will cost you as much as you paid for the item. Do not recommend them at all.

I love their products.

I have ordered multiple times from Massage Warehouse; recently I have been INCREDIBLY disappointed. I ordered spa towels that looked and felt NOTHING like the picture or description, and the return process cost me $20 and I STILL have had no response as to the status of my return or whether or not Ill get my money back. Ive had two good orders from this website, but after these last two I can sadly say I am DONE ordering from Massage Warehouse.

Best place to order online and enjoy lowest cost shipping anywhere in the country. Our hats off to Massage Warehouse, keep up the good work with incredible organic products and great service.

Ms. Sue in accounting via the customer service line is thorough and left me with great clarity after much confusion on a particular order. Thanks for your help!

Great products and service!!! Customer service was great to respond and helped with any queries I had about their products. Shipment was quick and hassle free and the products are an amazing standard. Would highly recommend and will be using again in the near future.

Their online service is sadly lacking. I placed an order on November 14th that said on back order until Dec. 6th. I followed up the beginning of December and it said on back order until just before Christmas. I still have not received my order and after contacting them I find out its now on back order until February 21. They did not contact me even one time to inform me of any delay. I expect better communication. I cannot recommend this company to anyone who wants orders in a timely manner and honest communication on any delays. One email to inform of manufacturing difficulties is not too much to ask.

These Blankets are nothing what the pictures look like, they are extremely thin. Upon trying to return them we were informed we would have to spend over $100 in shipping. They would not help us in any way. They need more detailed descriptions and better pictures. Horrible Customer Service.

Dont order here! They will not communicate and tell you your order was back ordered! What was supposed to take 3 to 7 days turned in 17 days. Other companies are more reliable. Dont give them your business . You will be left frustrated. They dont care about customer satisfaction. Not telling customer product was not available .But take your money and waste your time thinking your purchase would arrive. Too big of a company to care about customers

Dont order here! They will not communicate and tell you your order was back ordered! I pay extra for fast shipping. They send confirmation and they not send the product. They dont care about customer satisfaction. Not telling customer product was not available .But take your money and waste your time thinking your purchase would arrive. Very bed costumer services.

I love Massage Warehouse, they have a large amount of products available for massage therapists and aestheticians, great prices, low shipping cost, and boxes ship pretty fast. I would highly recommend ordering from them !

I placed an order that took January 25 that to this day has not shipped. I sent the company a request to cancel on January 28 and just got a response on Feb 2 saying that the order can not be cancelled yet nothing shipped out yet. My money was taken yet nothing has shipped which forces me to have to dispute the charge.

I have been trying to use this supplier for 10 years and Ive finally had it.Theyve always been really difficult to impossible if I have to return something. You can bet I try hard not to.This time I returned an unused item as it oorly didnt fit my table. They made me return it to the original company as they apparently wont deal with returns and said I should have known it didnt fit. Fine, but I still cant use it and still had to buy a different one.After I returned it exactly packaged as they said, they claimed it was broken when received it back, so no refund!! Big unethical dirty trick lie and very poor customer service.Im sick of it and will never use this company. Anyone know a massage supplier with good reviews?!

Make sure you track your package!! Massage Warehouse poorly communicates with shippers. If Massage Warehouse puts more than one shipping label on your package they will not correct the error unless you call them directly. Email and chat will take days for a response. There will be no upgrade in shipping. If any products are used for business make sure you have weeks to receive them and track them frequently.The reps are very friendly and helpful.

Ordered needles overnight for an emergency situation. Paid 30 extra bux for it to come 4 days later. When politely asking for a refund & explaining the importance on the fast shipping I received a rude attitude FROM THE MANAGER. Name maybe Lisa? I was told I would get a 50% refund and have never received it. NOT GOOD BUISNESS.

This has to be the worst company for customer service that I have dealt with. They were extremely unprofessional. They have lost my ultra sound gel, then tried to act like fed ex made the mistake. Then told me the best they could is 2 day fed ex shipping. Didnt offer any thing, but an apology that didnt help me at all. I will never use them again and make sure that any one I know doesnt t use this company again.

Absolutely horrible service. My package was missing, so I reached out to customer service. I received an email response requesting my address to follow up with FedEx. After responding with my address and info, I never heard back. I sent a follow up email and another request and never got a reply after 3 weeks of attempting to contact them. I then requested a refund or new item be sent and was still ignored. Do NOT order from them

Cant believe the audacity of the customer service MANAGER. A company that is this rude to customers will never make it long. Everything they sell you can get CHEAPER elsewear. Im in a group of over 100 massage therapist that are sharing stories of this pathetic business.

Ordered things 3 days ago. They charged my card. And then today I got an email saying the Items were discontinued and my order is cancelled. I usually get my lotion and supplys through them... now Im looking for a new supplier. Customer service was slow and unhelpful. She said the item is deleted but its still on the website....

The customer service for Massage Warehouse is HORRIBLE! The phone customer service reps are HORRIBLE! As a business owner hundreds of dollars and even in the thousands is spent on supplies so I shouldn’t have to deal with customer service that is rude, nasty and just dry. They are not helpful at all. For this reason Massage Warehouse will not have my biggest supply orders. ***PLEASE IMPROVE YOUR CUSTOMER SERVICE***

Very frustrated. Order is wrong. First CSR blamed me for their mistake and now Im waiting for them to research the problem while I wait for critical work tools. Not impressed and planning to order from someone else.

Excellent! Excellent! Excellent! Thank you for everything!

Snakes. Will do anything to get your money and never return no matter what. AVOID AT ALL COSTS

Orderered a bolster for leg support it was too hard. Called the company repeatedly and they still have not send me a return slip.

Like always, great !

Love it!