Urban Massage Reviews

Name: Urban Massage
Address: Office 18, 64-66 Wingate Square, London, England
Rating: 2.20

2.2 Rating 55 Reviews

20 %

of reviewers recommend Urban Massage

Company Reviews

Metrics

Info

2.2

Based on 55 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Email, Telephone, Live Chat

About Urban Massage:

UK based Customer Care Centre from 8am to 10pm (7 days a week).

For any booking and general enquiries please call us on 0330 102 7667

Visit Website

Phone:

02030519021

Email:

info@urbanmassage.com

Write Your review

Tell us how Urban Massage made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Have used Urban 3 times now (twice for a Deep Tissue Massage & once for a gel mani-pedi) and have been super pleased each time. The app is so easy to use and I love that you can choose the same therapist again. The masseuse was professional & friendly, and the beautician that did my gel mani-pedi was lovely too. Makes life so much easier than having to travel to a salon to get my nails done!”

Helpful Report

Posted 3 days ago

Hey Jean, thanks so much for taking the time to leave us a review. We really appreciate your feedback, it helps make your Urban treatments even better. Have a lovely day!

Posted 3 days ago

“Not a great platform to work for”

Helpful Report

Posted 2 months ago

Thank you for sharing your feedback, we're really sorry to hear this. We'd love to hear more from you about your experience to see how we can support you further. Please do reach out to the team at info@urban.co

Posted 3 days ago

“Love this app for booking last-minute as i work shifts and can't always book in advance. Therapists are really good & respectful of your home. Recommend.”

Helpful Report

Posted 2 months ago

“This was a Great experience. The therapist was excellent. Highly recommended”

Helpful Report

Posted 3 months ago

That's great to hear, thanks for the 5* review Pooshani!

Posted 3 days ago

“I have been working on urban since 2018 and my experience with them has been very good, they are very professional and very mindful of their therapists. The few times I needed them (due to unexpected circunstances), they were always there to support me.”

Helpful Report

Posted 5 months ago

Thanks so much for your feedback Maurício! We really appreciate it. Don't hesitate to reach out to the team if you need any support in the future.

Posted 3 days ago

“I've been using Urban for massage for a few years now and I can't recommend enough! I've been lucky enough to have some amazing treatments and really lovely chats with the therapists who seem to really love working with Urban, that's always so good to hear and definitely makes me want to keep booking. In terms of pricing, it has gone up in recent years but again, I know from chatting to my therapist that it's been very much welcomed by the massage therapists whose costs have been rising especially since covid.”

Helpful Report

Posted 8 months ago

Hey Stacey, thanks so much for taking the time to leave us a review. We really appreciate your feedback, it helps make your Urban treatments even better!

Posted 7 months ago

“I have been booking massage appointments with Samuel for several months, he is amazing and I always find relief from the daily stresses of life, I look forward to my next visit. thanks Sam!”

Helpful Report

Posted 1 year ago

Sounds like Samuel did a great job! We're so happy you're having a lovely experience booking with Sam. Make sure to add them to your favourites for next time – thanks for the great feedback!

Posted 7 months ago

“Unfair Treatment and Lack of Support for Therapists at Urban Massage I want to share my disappointing experience working with Urban Massage, specifically as a physiotherapist. I had been with the company for a year without any issues until a recent incident with a client. I had to travel 60 miles for a session with a client who not only displayed rude behavior but also exhibited racism. Despite maintaining professionalism throughout the session, the client proceeded to leave a dishonest and damaging review, falsely portraying my services. To make matters worse, the client complained to the main app, making baseless accusations against me. Shockingly, without investigating or seeking my perspective, the Urban Massage team swiftly terminated my association with the platform. What's disheartening is the lack of concern for their therapists. Despite my year of dedicated service, working weekends and traveling extensively within London, the company chose to prioritize a single client's complaint over my track record. Urban Massage's approach reflects a disregard for the well-being of their therapists, seemingly more interested in financial gains than the fair treatment of their workforce. This unjust and hasty decision has left me unable to use the app, tarnishing my previously impeccable record. In conclusion, my experience with Urban Massage has been nothing short of disappointing, and I caution others considering working with them to be aware of their lack of support for therapists and their tendency to prioritize profit over fairness and loyalty.”

Helpful Report

Posted 1 year ago

Thank you for sharing your feedback with us. I can confirm that our Management team have been in touch with you directly about your therapist profile. Unfortunately, due to terms not being adhered to in line with our Partnership Agreement, your therapist profile was deactivated. We do appreciate you getting in touch with the team following this, to share your acknowledgement and apology with us. However, we take the Partnership Agreement very seriously and this is in place for all therapists on the platform. If there is a clear infringement to the partnership, we take the correct and necessary steps. We align all of our policies and processes with the UK Anti Discrimination Law, in order to ensure that individuals, both therapists and clients, are not subjected to discrimination or unfair treatment based on their protected characteristics. If you require any clarification, don't hesitate to reach out the team again. We wish you all the best with your future endeavours. Team Urban

Posted 7 months ago

“Scam of a company. Avoid like the plague.”

Helpful Report

Posted 1 year ago

Hi there, we'd really appreciate the opportunity to investigate your booking experience further. Please reach out to the team via Live Chat on the Urban website, or email us at info@urban.co with any further details you can share.

Posted 7 months ago

“A truly awful experience that i wouldn't wish on anyone on anyone. Must have got the therapist from hell, a very nasty woman! This urban company really needs to have a contact number that is clearly visible on the website. I couldn't find any contact number. Terrible.”

Helpful Report

Posted 1 year ago

Hi there, thank you for sharing your feedback. We would appreciate the opportunity to investigate your booking experience. If you haven't done so already, please reach out to the Customer Support team via Live Chat or email at info@urban.co

Posted 7 months ago

“I start with Urban 6 months ago , their calculate traveling system dosen't work , we always late for a treatment , I told them , they says it's not my business and if im not going on time they will remove me from the platform , I can take 65 stops with two changes for one hour They don't care That guy Martin or something like that , in the office , who put him there , no skills at all Anyway now I work for myself , I never late because on my website the time from client to client is a realistic Those two creators of the platform, they never saw massage oil in real life , I don't know how is possible that company to exist after 9 years They change the therapists one after the other, that is why 70% from them are with one year experience, total waste of time Urban- rubbish Only decent people in that Urban are Support team on the phone Ruth, Angi and Poul that it Everything else is 😵‍💫😵‍💫😵‍💫😵‍💫💨💨💨💨🕳️🕳️🕳️🚾🚾🚾🚾↙️↙️↙️”

Helpful Report

Posted 1 year ago

Thank you for sharing your feedback with us, I can confirm that our Management team have been in touch with you directly about your therapist profile. Please don't hesitate to reach out to the team if you have any further queries.

Posted 7 months ago

“Poor. Constantly cancelling at the last minute.”

Helpful Report

Posted 1 year ago

Hi, thank you for sharing your feedback, we're so sorry to hear that your bookings have been cancelled. We completely understand how inconvenient this is - in the event of a therapist not being able to make it to a booking, we'll always fully refund to your account so that you can easily rebook. Our Customer Support team are here to help you, don't hesitate to reach out us via Live Chat or email us at info@urban.co if you do have any queries.

Posted 7 months ago

“My original booking was cancelled at the last minute as therapist had problems due to the tube strike. I re-booked with just an hour before the appointment. Sara the massage therapist was brilliant, professional and friendly. She made me feel very comfortable I will definitely book her again.”

Helpful Report

Posted 1 year ago

Hey Ruth, thank you so much for your feedback. We're so glad that your therapist Sara was able to save the day, giving an amazing treatment - hope to see you again soon!

Posted 7 months ago

“Unfair company and very rude, do not work for them as they will remove you from the platform if you receive even the smallest complaint.”

Helpful Report

Posted 2 years ago

Thank you for sharing your feedback with us. All complaints are reviewed by our Quality Assurance team and our partner practitioners are communicated with transparently. We do take our quality policies, and the partnership agreement between us and all practitioners who work with Urban, very seriously. If there is a clear infringement to the partnership, we take the correct and necessary steps. If you require any clarification, don't hesitate to reach out the team via email at info@urban.co

Posted 7 months ago

“Two no shows tonight total waste of my time never again!”

Helpful Report

Posted 2 years ago

Hi, we're so sorry that this has been your experience - this definitely isn't up to the high standards that we expect. Cancellations happen very rarely and we are truly sorry that this has happened on two occasions for you. Our customer support team are here to help if you need any further support, please don't hesitate to reach out to us at info@urban.co

Posted 7 months ago

“horrible company, do not use”

Helpful Report

Posted 2 years ago

Posted 7 months ago

“Awful company, charge me twice but claim they didn’t receive the money and blame on me claim that that’s my fault :) not providing any service and extremely rude customer service. Stay away from this company otherwise you will lose your money and waist your time”

Helpful Report

Posted 2 years ago

Hi there, thank you for sharing your feedback with us, we're so sorry to hear of this poor experience. We're happy to confirm that we have been in touch with you directly about this payment issue which has been resolved. Please don't hesitate to reach out to us via Live Chat or email at info@urban.co if you need any further support.

Posted 7 months ago

“They steal your data including your bank details and they rip you off on a unprofessional massage and pay the therapist peanuts.”

Helpful Report

Posted 2 years ago

“Awful experience”

Helpful Report

Posted 2 years ago

Posted 7 months ago

“Masseaur was rude , abrupt and had bad body odour”

Helpful Report

Posted 2 years ago

Hey, we really appreciate your feedback. Thank you for reaching out to us directly about your experience in order for our Quality Team to investigate your concerns and resolve this for you. Our team are here to help if you have any further queries, concerns or need any help with future bookings.

Posted 7 months ago

Urban Massage is rated 2.2 based on 55 reviews