Elements Massage

Bridget is my masseuse and she is truly amazing at deep massages. She always checks how I am feeling to tailor the massage accordingly. Whether I have a migraine or a pinched nerve, I always find relief. My monthly plan at Elements gives me a discount on massages, making me schedule appointments monthly rather than just intending to. Monthly massages are truly therapeutic!

So this feedback is in relation to specific guidelines that the company has in place concerning their membership. I had a prior membership with the Newburyport location. Over a few devoted years, my account gathered 24 massages that remain unused. A perk of the membership is the ability to use these carried-over massages at any of their sites. I didn’t mind paying the monthly membership fee for future massages. I would probably only go for a massage every few months. Unexpectedly, the Newburyport location has permanently shut down. As per the staff there, an email was sent to all members notifying them of the closure and that any unused massages would be forfeited by a certain date. Supposedly, all members had a month or two to use their carried-over massages at the northfield location before their membership is completely removed from the system. I would have been fine with this had I received the email. I checked all my older emails and found nothing about the closure. I only found out about this a week ago when I tried to book a massage at the Newburyport location. I booked a massage at the northfield location assuming I would be using one of my 24 unused massages since the price showed as $0 when signed in. To my dismay, I found out that all my massages were unusable at any location and the deadline to use them had passed. That’s $2400 wasted that I won’t get back. Not only that, it ruined the massage I had paid for that day. My frustration is not with the staff at the front desk. They were kind and tried to help within their limits. They deserve 5 stars. But I will never spend another cent with this company. After being a loyal customer, they disregarded that for a few dollars. $2400 to them is nothing. They clearly don’t value their customers. I’m sure there are others facing this loss. A company this big should have absorbed this small loss to keep their loyal customers coming back. Allegedly, the Newburyport owner took the money and left, prompting the erasure of unused massages/membership info (heard from a member). I was considering restarting my monthly membership at the northfield location, but after this? Absolutely not. I’m so frustrated and disgusted by this. This 0 star review is about corporate and their poor choices. The location itself gets 4 stars for the staff, masseuse, and facilities. But I won’t be returning.

From the moment I entered, despite the extra precautions, I felt calm. The staff is friendly, attentive, and knowledgeable. They answered all my queries and made me comfortable. The massage was exactly what I needed, as a frontline worker and caregiver. My therapist really focused on my knotted back. I will definitely return.