Horrible experience at Massage Envy Erwin Mill in Durham. Went in 15 min before appointment and waited 30 min (therapist got to me 15 min late). So far - that was okay. Explained that I like hard massages, and therapist confirmed that she could do that. Started massage, and she was just pushing on my back. It felt horrible - it wasn't a massage at all. After 5 min, I asked if she could actually rub/massage me. She informed me that she had a hurt thumb and couldn't do any kneading at all. I politely asked if another therapist was available, and informed that no one was until 3 hours later - so I cancelled the massage and left.

I called the next day and politely asked manager for a credit to my account (they wasted 1 hour of my time), or a discount off of a future $49.95 massage. Unable to offer any discounts at all - only add-ons.

Very disappointed with Massage Envy. If the therapist was unable to do work due to hand issues, she should have told me before I met with her. Management was not helpful.