Cat L.
Follow Up: Buckhead Massage Company, it looks great when the business responds and says they will right their wrong, but when there has been no follow through on your end I now know exactly what you stand for and that you do not care about your clientsOriginal Review:I made an appointment online and arrived on time. My appointment time came and went and the receptionist did not say anything to me. 12 minutes after my appointment time, I was informed that the masseuse was running late and she could not fit me when she got there because she had another client.Therefore, my options were to wait another 35 minutes for someone get there and give me a massage or to reschedule.I blocked out this period of time because i have been in a lot of pain and desperately needed a massage, so this was not something that was for pampering.I was there early, but there was no staff who was able to give the services I was supposed to receive. How can not have staff at the premises at the times you offer appointments?And for the employee who calls 12 minutes AFTER the appointment time began to say she’s running late is unacceptable to say the least.This experience is extremely abysmal and unfortunate. I have come here multiple times in the past and had great experiences and referred many people, but this experience is unacceptable and I will not be coming here again.
Response from the owner: Dear Customer,You're absolutely right. The way our staff handled it was very disappointing, and I am just learning about it through this review. I'll contact you privately and find a way to make it up to you.Owner.
Allyson C.
I saw Devonna at the Sandy Springs location and she was AMAZING!!!! I have chronic back pain which has led to a lot of muscle tightness in my low back, glutes and legs, and she worked through those muscles and it has been game changing for me. By far the best massage I have ever had.
jabari J.
De’Vonna was my therapist and she did an amazing job with my massage and I left relaxed and refreshed. I will be booking again.
Chelsea N.
I’ve had great experiences here prior. But it appears they’re under new management or something shifted in the running of this place.. Customer service is really shaky & the massage therapists are unreliable. I went today and for the second time my therapist was “running late” or had car trouble. This happened last time but the girl showed up a little late, whatever we’re human. BUT today..They asked me to go to the other location after showing up for my 12 appt in Sandy springs, so I did and the new therapist never showed up to the buckhead location..you shouldn’t book clients if you don’t have the staff to cover them. It’s a waste of everyone’s time, and my money. I will not be going back.Circling back and replying to their reply. There’s absolutely nothing unreasonable about expecting my appointment to be honored. Is it not a policy that if the client doesn’t show up they get charged a portion or the full price of the booking? In what way does it make sense for me to wait an HOUR AND A HALF for no one to ever show up for my massage and not expect some kind of customer service perk in return. You wasted over an hour of my time and I never got my service. You can respectfully disagree but at the end of the day your team dropped the ball, some ownership and an apology would be appreciated and may preserve a client/relationship. However this was handled so poorly I will not return and I’ll make sure to mention this experience with everyone I talk to about your facilities. I also want to mention that I asked the receptionist to have someone in management give me a call after my therapist never showed up and no one did. But you’ll write a snarky reply on a Google review. Good customer service is clearly not on the docket for this company.
Response from the owner: Chelsea,Thank you for taking the time to share your feedback about your recent experiences at our establishment. We value your patronage and apologize for any inconvenience caused by our efforts to accommodate your appointments.We acknowledge that during your last two visits, we fell short of providing the seamless, high-quality service we pride ourselves on. Please remember that we have addressed these issues internally to ensure these instances do not happen again.However, we respectfully disagree with some of the assertions in your review. Our management team has remained consistent since 2014 and has not undergone any recent changes. Additionally, while we always strive to make things right for our customers, we must refrain from complying with requests that we deem unreasonable or unwarranted.We are sorry that our efforts to find a solution were insufficient. Please know that we value your feedback and will use it to improve our services continually. If you would like to discuss this further, please contact us directly.Thank you once again for your patronage. We hope to be able to serve you better in the future.Best regards,The Buckhead Massage Company Team
J.S. V.
This is for the Buckhead location because I already wrote a great one I don't want to delete:I was recommended to Buckhead Massage Company nearly 2 years ago by my mother and have been going to the GA locations since. I've urged my army buddies, family, friends and work associates to go, even purchased gift cards for some. I mostly visited the now retired Michael at the Buckhead location and went in for a visit this morning. Never have I left a session more pent up than arriving. I admit I was late for my appointment, only at the fault of myself and Atlanta's horrendous traffic, but I called in advance, approximately 20 minutes prior to my appointment, and the receptionist said it was OK. When I arrived, my masseuse, Christine, escorted me to the room, and conducted a rushed 17-20 minute massage before telling me it was over. I was exasperated. When I inquired why I did not get the 60 minutes I paid for, she replied, "You were late, you should know we're always busy and have people back to back." I was ignorant to that and did not know it was my responsibility to know the inner workings of a place I am not employed. When I asked the receptionist why she didn't notify me of how short the massage was going to be, or why I was not presented with rescheduling options, because she has the actual schedule, they referred me to email. I was fine paying whatever fees associated and am not afraid of taxes, fees, or especially tipping. I come here for peace, not turmoil and just want to be helped, like they used to.
Response from the owner: Dear J.S. Vaughn,We sincerely apologize for your experience at our Buckhead location. We understand your frustration and disappointment with the shortened massage session due to your late arrival.While we strive to accommodate our clients to the best of our abilities, it is essential for the smooth operation of our business that appointments begin on time. Late arrivals can significantly impact the quality of service and cause overlaps with subsequent appointments.When you called ahead, we should have clearly communicated the possibility of rescheduling your appointment. Our front desk staff will be retrained to handle such situations better and provide clear options to our valued clients.We truly value your loyalty and your recommendations to your friends and family. Please know that we are committed to delivering the high-quality service you've come to expect from us. We would be grateful for the opportunity to make this right and provide you with the peaceful, rejuvenating experience you deserve.Don't hesitate to contact us directly so we can find a solution that works best for you. We are excited to serve you better in the future.Sincerely,The Buckhead Massage Company Team
Melissa M.
First time here today and can’t wait to come back! Clean, calming and tranquil environment as soon as you walk in. Had a fantastic deep tissue massage with Christine!
Jameson C.
The setup and environment at Buckhead Massage Company is incredible; you feel relaxed the moment you walk in. Kelly is my favorite masseuse . She is very attentive to your concerns and issues, provides suggestions post-session to mitigate pain in problem areas. 10/10 experience!
nivam
Clyde M.
I’ve been going to this massage company for several sessions over the last few months. My last two experiences with BMC have been lacking. About month ago, my scheduled massage started about 10 minutes late because the masseuse was late. During my most recent 90 minute massage (with the same masseuse) I was shown into the massage room on time (at 10am) but then the masseuse left the room to let me disrobe and didn’t return for 20 minutes. When she did return I asked if everything was okay. She said that it was and then proceeded with my massage but oddly ended it at 11:30am. By my reckoning, I paid for 90 minutes and got 70 minutes of “attention” from the masseuse. In addition to “cutting” the session by 20 minutes, during the 70 minutes when the masseuse was in the room I’d guess she only had her hands on me for 55 minutes. Her time spent without hands being “at work” on my body was spent adjusting things in the room and/or gathering hot towels to apply to my body parts. To be clear, I’m not paying for hot compresses nor do I think it inappropriate that I pay for 90 minutes of therapy only to get 55 minutes of actual hands-on treatment. As I as departing the establishment, I mentioned all of this to person attending to reception but my comments were met with indifference. I explained that for the reasons stated above, I wouldn’t be leaving a tip. Since my session, I’ve been asked repeatedly to consider leaving a tip but not once has anyone inquired as to why I decided to not leave a tip. What a shame. This business has many attributes. They shouldn’t let poor performance by an employee cast a bad light on their enterprise.
Response from the owner: UPDATEDear Clyde,We're truly sorry to hear about your unsatisfactory experiences during your recent visits to The Buckhead Massage Company. As a valued regular client, you deserve nothing less than exceptional service every time, and it's clear that we fell short of meeting those expectations.Please know that we take your feedback very seriously. The issues you've described—late starts, prolonged absences, and abbreviated hands-on treatment time—do not meet our standards of professionalism and client care. We deeply regret the inconvenience and disappointment this has caused you.Your comments about the need for follow-up regarding your decision not to leave a tip are also concerning. We should have taken the initiative to understand your perspective and address any issues immediately. Please accept our apologies for this oversight.We want to assure you that we are committed to correcting this. Our management team will review our policies and procedures to ensure that such quality lapses do not occur again. We will also work closely with our staff to reinforce our standards of excellence and client-centric service.As a gesture of our sincerest apologies, we would like to offer you a complimentary 90-minute massage with one of our most experienced therapists. We hope this will allow us to regain your trust and provide you with the top-notch experience you deserve.Please contact us directly so we can help you schedule your next appointment. We value your patronage and are committed to ensuring your complete satisfaction in the future.Thank you for bringing these issues to our attention. Your feedback is invaluable, helping us continuously improve. We appreciate your patience and understanding as we work to correct the situation.Sincerely,The Buckhead Massage Company Team==============================================================We're thrilled to hear about your excellent experience at The Buckhead Massage Company! Thank you for choosing us and for sharing your positive feedback. We take pride in providing a top-notch facility with elegant furnishings and high-grade equipment. It's wonderful to know that our staff, including your masseuse Kuartni, contributed to making your visit superb. If there's anything specific you enjoyed or any preferences you have for your next visit, feel free to let us know. We look forward to welcoming you back for another great massage experience. Thanks again!
Carly B.
I had a fabulous experience at The Buckhead Massage Company. The facility was clean and the employees were friendly. I will definitely be coming back!
Candace T
I'm changing my review back to 5 stars and will embrace the new system!-----------------------Review update: Buckhead Massage Company has changed booking systems and now you have to book with Spaccurate. The app and website are not user friendly at all. While I used to be able to select the therpaist and pay the same price, now bookings are based on time of day and prices fluctuate. I'm now paying higher prices and paying a service fee. Dissappointing, to say the least, and is making me reconsider visiting again after years of coming here.---------------------------------------I've been coming here a few years and can't say enough great things about Buckhead Massage Company. It's easy to book appointments online and the service is always awesome. I see Verona and I'm so glad I found her. She has magic hands and always does a great job. I would see her daily if I could!
Response from the owner: Update:Hi Candace. First and foremost, we are very disappointed that we let you down. As business owners, we accept that our decisions won't make everyone happy. It is genuinely stressful. We reached out to SPACCURATE, and they told us that being able to filter services by therapist is in the roadmap and prioritized. You will be able to select only Verona, for example, and see her availability along with her rates.Regarding paying higher prices, we ran a report and compared your appointment history for 2024 and the amounts you spent with our flat-fee model vs. what you would've paid had you booked through SPACCURATE, and we found that you could've saved over 180 dollars all combined.Dynamic pricing is the future for this industry: we are just the pioneers at this point. Recently, we ran a survey with 2,000 of our 35 thousand clients. Most think our new model is better and fairer than our flat-fee old model. By fluctuating prices, we are making massage a more accessible service for those who can't afford higher rates. It is a win-win for everyone. We started seeing old faces that hadn't been able to come to us in recent years, and now they feel they can afford it on a Tuesday or Wednesday, for example.Again, we apologize. You, as a regular customer, know we do everything we can to make our customers feel happy when they come see us. We are confident that at a macro, you will save a tremendous amount of money.Again, thank you for your feedback! =========================================Thank you, Candace, for such a great review. Verona is excellent, and we are glad to have her in our family!
Trisha Viv Hi K.
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Brenda S.
Alexis was very professional and was able to work all my target areas. I woke up this morning with a better attitude and no pain at all. She worked my sciatica better than anyone I’ve ever gone to.I will definitely be seeing you all again. Thank you Alexis.
Response from the owner: Hi Brenda! Alexis is definitely on her way to be a stellar therapist. At her young age, she demonstrates a wide variety of techniques and their execution are second to none. We are glad to hear you had an amazing experience.We look forward to seeing you soon again!
Kendall C.
Verona is amazing!! I’ve been here twice now for special occasions and she is wonderful. So kind and great at her work. The space itself is clean, calming, relaxing. Will definitely be back.
Maria P.
I was in town for just two days but desperately needed a massage as my neck had a spasm the day I was leaving. Found Allison at Buckhead Massage and had the most amazing fascial release massage. She is an advanced level masseuse and I could tell as she took the time to uncover and release every kink in my body. I have had a lot of massages in my life but Allison is a cut above. I will use her again if I am ever this way again!
Susan K.
Tranquil, beautiful, & professional spa. Verona was an amazing therapist. Love that there's a parking lot & easy access to the building. I'll be back!
Response from the owner: Hi Susan,Thank you so much for the fantastic 5-star review! We’re delighted to hear that you found our spa tranquil, beautiful, and professional. It’s wonderful to know that Verona made a great impression, and that the parking and access were convenient for you.We’re looking forward to having you back for another relaxing visit!Best regards,BMC
Jimmie L.
It was a great experience from start to finish! I was greeted very welcoming and felt very comfortable. Kuartni left me feeling so relaxed and she really took her time on all the spots I mentioned I was having trouble with. I will definitely be back!
Response from the owner: Hi Jimmie,Thanks so much for the awesome review! I’m really glad to hear that you felt welcomed and comfortable from the start. It’s great to know that Kuartni took such good care of you and made sure you felt relaxed.Looking forward to seeing you again soon!Best,BMC
Alyna F.
2024 update:This place is amazing, best kept secret in Atlanta. Even when I schedule with a new therapist I'm never worried about a bad experience because the whole crew at Buckhead Massage is skilled, professional, and kind!--After many shady experiences trying out massage studios, I finally found the one! You guys, it's clean, safe, parking was easy, stylish and spa-like inside AND the therapists were fantastic. Seriously. From checking in and introduction with the therapist, everything was soothing, considerate, and peaceful. I think all these elements add up to the treat yourself experience you want when you get a massage.Actual massage:Fantastic. We did a couples massage with Verona and Katie. Both did a great job. It was my SO's first time, Verona clearly explained expectations and made him feel very comfortable. Katie did a great job accommodating pressures and general massage work.I felt like I had a million dollar spa day in just a quick 60min session 🙂 cozy sheets, warm blankets, heating pad, dim lights, good smells & sounds.Would recommend to a friend in a heartbeat. Will definitely be back!
Response from the owner: Hello, Alyna!Thank you so so much for sharing your experience in such detail! We couldn't be happier that you had such a pleasant spa experience with us. From the atmosphere, to the therapist, to the massage itself, we'll make sure we continue to strive for excellence so that the next time you come, it'll be even better than you remember it! Can't wait to have you come back and see us!
Madison D.
I had a fantastic experience here! Kuartni made me feel comfortable and extremely relaxed the entire time. I will definitely be back!
Response from the owner: Hi Madison,Thanks a ton for the great review! I’m so glad to hear that Kuartni made you feel comfortable and relaxed throughout your visit. We can’t wait to have you back for another fantastic experience!See you soon!Best,BMC
Amanda F.
My husband and me went here for our anniversary. We got a couples massage, I had Michael he was very gently but firm. I got the Swedish massage. If you’re stressed or tense this massage will help you. We love the hot towels as well. I can’t remember my husband’s Massage therapists name. I’m so sorry 😭😭. But he also enjoyed his massage as well, he got the deep tissue massage. 10/10 recommend. We will be back . Great service, very welcoming front desk associate, when sitting in the waiting area they have a diffuser , so it’s a super relaxing atmosphere. Thank you to everyone for the most enjoyable experience.
Response from the owner: Hi Amanda,Thank you so much for the wonderful review and for choosing us for your anniversary! I’m so happy to hear that you and your husband had such a great experience. Michael will be thrilled to know he made you feel both relaxed and rejuvenated.No worries about not remembering your husband’s therapist—what’s important is that you both enjoyed your massages. I’ll make sure to pass along your compliments to our front desk team and let them know how much you appreciated the atmosphere.We can’t wait to welcome you back for another relaxing visit!Best,BMC
