Soothe® In Home & Office massage Avis 

Like others, I booked an appointment, got a confirmation, and then no one showed up.

When I emailed them, they said they hadn't been able to get a confirmed massage for me. I showed them the screenshot of the confirmation, and they changed their tune to a cancellation.

Since I'd read a lot of reviews saying this had happened, my hopes were not high, and actually getting a massage was going to be a bonus. They'll release my credit card hold within three days.

I'll go to the massage place near here when I want one. I'd played in a hockey tournament this weekend and really could have used one last night.

I had a service booked and confirmed for today at 1:30 for which I cleared my entire schedule. This is the second time I tried to book something so I was glad to finally have a session confirmed four days prior to the actual service. At 12:40 I received an email from Soothe saying I’d already had the service, asking me how it was (??). Confused, I went to the app, and it said my confirmed service scheduled for 1:30 p.m. was cancelled.

I never got any notice.

I understand that things happen that are out of one’s control, but COMPANIES REALLY NEED TO INFORM PEOPLE OF CANCELLATIONS WHEN THEY HAPPEN. I scheduled my entire day around this and just happened to come across the cancellation by accident after receiving the bizarre email.

Let me emphasize: I NEVER RECEIVED A SERVICE. I truly hope that the temporary charges (service and tip) on my card are removed promptly.

I tried to call and was kicked to text I had to wait an hour for and the person who I chatted with must have been following a script and/or not comprehending what I was trying to explain because there were ten minute pauses between responses and she didn’t respond appropriately to what I typed.

Long story long, I gave up trying to explain what had happened and asked her to deactivate my account.

Ugh.

Horrible. I set aside my whole evening for a 90 min deep tissue. I left detailed instructions on where to park and my contact info is in the app/booking. 20 minutes after my appointment still nobody here. I reached out to their customer service and was told oh ya the provider needs to cancel. They offered me a later time slot but no thanks not wasting any more time on this terrible service

Downloaded the app, set an appointment. Was texted 20 minutes later saying that time isn’t in fact available (they did however charge my credit card). They asked if I wanted to change to about an hour and a half later; I said sure, that could work. They charged my card again for the full amount. 30 min before the appointment I get another text “no one is available for this time”. Meanwhile: THEY CHARGED ME TWICE FOR A SERVICE THEY DIDN’T INTEND ON FULFILLING. I texted asking why I was charged, their response “we just hold the funds. It’ll be reversed in a few days.” Garbage business. Don’t use.

I used to be a client and switched to Zeel because they could not make it on time or in some cases even bother to show up. I thought I would take them up on a special offer and see if they improved. Well they have not.

Like others I received an email that confirmed my appointment and charged my card, so I waited at home for them and crickets. I called and got hung up on, I tried to chat and no answer.

Try Zeel, they are great and they show up

PS

I get a standard reply to contact Christopher at Soothe.com. Funny thing is that I send the review to him. These guys cannot get it right.

Horrible! I had 2 therapists confirmed for tonight 8 pm and then before my appointment no one shows up on the app it shows confiming pro when I already had an email tellimg me it was confirmed and paid for thank you for ruining my anniversary and making me look like a fool to my spouse

I just had a masseur come to my house, and found out he was completely unvaccinated. And wearing a loose silk scarf over his face, which was useless. He told me I could cancel but would have to pay a 40 or 50% cancellation fee. When I called them they said there was no way to ask for a vaccinated masseuse ahead of time. This is nuts! Sending unvaxxed people out to do bodywork? Do not use Soothe!!

I had 2 swedish massages with Soothe. The first one was fine. For the 2nd one, I had to tell the provider (different than the first massage) 3 to 4 times that she was pressing way too hard and hurting me, also moving my shoulders in uncomfortable, un-natural ways. Both my shoulders have been hurting since then (it's been 1 month) particularly the right one, with pain waking me up at night and pain during the day. I cannot attend my swim lessons because of it. She clearly messed up some tendons or nerve.

DO NOT USE THEM! This is the worst service. I purchased a card for my friend and she never received the email. I contacted customer service by email several times requesting they resend the card. This never occurred. When I called to get my money back I was given the run around and told all sales final, although the fine print says non-refundable for cash, in this case I am asking for a refund for services never rendered. I have yet to get my money back or be contacted as promised by upper management to get this resolved. Terrible service.

Worst experience ever.

Ladies beware - if you hire a male therapist, they will touch you inappropriately and act unprofessional.

If you hire a woman, they will cancel minutes before your session. They will tell you they will find another therapist but never do and you’ll manage waiting hours by your phone on the off-chance they will fill the appointment.

If you ask to speak with a supervisor, nobody will answer the phone. “Expect a call back in 24-48 hours” they’ll say…

Choose Zeel instead!

I booked a massage at 6:30. My best friend booked one twenty minutes later. Hers was able to be fulfilled and mine was not. Then they take the money and it takes 3-5 days to refund. Absolute garbage!

more expensive for the same thing - seems american focused rather than UK

I have tried booking twice and each time they have cancelled 10 minutes before my appointment with no explanation or compensation. Not a reliable service, should not be in business.

Tried booking a massage, and when I hit book with my one bank card it said declined. How? I just had money in my account five minutes prior and I checked it before purchasing....well, seems like they put a $165 hold on my account BEFORE I could confirm appointment details. The account i used didn't have the money to cover it twice so it was declined.. How is that legal? I didn't even confirm the booking yet. When I chatted customer service they said it looks like "it didn't go through". Again, BS, WHY IS THERE A CHARGE IF IT DIDNT GO THROUGH? what a sketchy company. Zeel does nothing like this.

I recently Purchased SPAFINDER gift cards because Soothe said they excepted them on their website. Tried to book an appointment online but could not pay with gift card. Called customer service, they said I had to download and use the app. Tried this, It did not work either. Called customer service back. Was told it was a Spa Finder problem. Checked with Spa Finders no problem with cards both were valid. Called back customer service. After several minutes trying different ways to enter it they put me on hold. After returning to the line, the customer service agent informed me that they are not accepting Spa Finder cards. That's funny, its still on there website!!!! The only thing good was that the customer service rep. was polite

HORRIBLE Customer service and experience purchasing a gift card. I purchased a gift card to be emailed to me and it has been over 24hrs and I still haven't received the gift card. I reached out to customer service 3x and it was extremely painful to communicate with them and they failed to resolve the issue. It has been a massive time sink and I do not recommend this service in any capacity.

I liked everything.
I appreciate you for such a positive experience.

Worst experience and worst service !!! Four massages in a row was a no show or a problem. Company makes mistakes and doesn’t make up for it or fix it. So many better options. Don’t do it!!!! They still want to charge me for their mistakes.