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Urban Massage Reviews

2.0 Rating 50 Reviews

14 %

of reviewers recommend Urban Massage

Company Reviews

2.0

Based on 50 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

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Worst experience ever. It falsely advertised as 'Expect a light, gentle touch, mixed with light to medium pressure, that comes together to soothe and rejuvenate your mind and body' Yet, I felt 0 pressure. The lady came only to feel and rub my skin with oil for an hour, and that's called 'massage' that's worth £50/hr? I've tried different massages elsewhere, and I'd say this is one of the worst. I was hoping to sooth my muscle pain at my neck / back, but got 0 difference. I asked the customer service staff named 'Lena' for refund, yet her response was really unhelpful, using words like 'I don't know what you meant by that' when I explained my situation. She even wanted to convince me this is how a normal massage should be like, it's ME who misunderstood 'massaging'. AVOID THIS COMPANY.”

Posted 4 years ago

Hi Winkie, thank you for sharing your feedback with us. We're so sorry for the issues that you have encountered and that your treatment wasn't up to the high standard that we expect. Any and all feedback is really helpful in improving our services. We're pleased to confirm that we have contacted you directly about your booking experience in order to resolve this. If you have any questions or queries about your account or an upcoming booking, please don't hesitate reaching out to the team via Live Chat or email at info@urban.co

Posted 1 week ago

“Therapist was late with a poor knowledge in massage ,used very uncomfortable bed .”

Posted 5 years ago

Thank you so much for sharing your feedback. We're so sorry that your treatment wasn't up to the high standard that we expect at Urban. Please don't hesitate to reach out to our Customer Support team via Live Chat on the Urban website, or email us at info@urban.co to share any further details about your booking experience.

Posted 1 week ago

“I was a frequent customer for Urban Massage but so bad that they do not care about that at all. After so many therapies booked with them, i called today to reschedule my therapy for 1 hour later than initially programmed. I called support number from the app, but a very sarcastic lady told me that they can not do anything about that without a charge. I explained them that I am a regular customer and this happend only once, she seemed to understand and told me she is going to check with the therapist. After that the lady agreed to change without the charge because also the therapist confirmed it was ok with one hour later and she put me on hold to make the changes on the app. However after the wait she came back to me saying that the changes are done but i will still have to pay. I agreed and informed her she just lost a client for future. She sarcastically replied “i am sorry for that, have a nice day”. Great customer service guys! It’s a shame for the therapists who are actually doing an amazing job!”

Posted 5 years ago

“A very important part of massage is to give a decent massage no very real feedback was given regarding my massage only that I had a nervous demeanor when I went for an interview and assessment of skills here, basically Urban didn't like my countrybeam persona, they didn't test my knowledge or massage. The body was dead friendly though and seemed to appreciate me, the lovely person she evidently was, made every effort to shake my hand as I was being told off sweetly by the other lady assessing me I couldn't join due to my nervous demeanor and lack of confidence. The assessor was however petite and sweet not scary or intimidating, just a bit unjust and condescending in as much as it's mean not to glean what might be in place for massage therapists themselves - it can be a stressful occupation, especially on a hot day delivering also untrained psychological services for free.”

Posted 5 years ago

“1) Showed up at the wrong address - 10 miles away - because of a fault with their website 2) Terrible customer service - always they blame the therapist if something goes wrong”

Posted 5 years ago

“Lack of appreciation for loyal customers! I have booked the 2-Hour massage 11 times in total. So I would consider myself quite loyal. I also used to always refer new customers to their service. On several occasions before the selected therapist, I had booked cancelled on the day. Which was annoying but I understood and selected a new one. On one of these occasions, they tried to contact me to offer a different therapist but I missed the phone call. So I ended up waiting at home for my therapist who never turned up. I called them and they said that it was cancelled as I did not call them back. So I waited at home for nothing. They also did not refund the money I paid they kept it as credit which was fine as I booked next week. On my last experience, the customer service was terrible and I have stopped using them. I booked a treatment on the app for the following day and somehow made a mistake and booked it for the same day. The therapist showed up but I was at work. I contacted them to explain that somehow I got the booking process wrong. I asked for a partial credit as a sign of good will. I would have expected that the therapist was paid for his time but I was very disappointed when they said they would offer no credit at all. I was not asking for a refund but for a credit to be used on my next treatment. It's a shame that a company does not appreciate loyalty.”

Posted 5 years ago

“I work for Urban in the office and I must say they treat the therapists appallingly. No regard for therapists wellbeing or safety and only focused on money. Customers are always calling or emailing to complain just to get refunds as they know they can and this cheats everybody, the therapist and other staff and customers.”

Posted 5 years ago

“Disappointing service. Therapist didn’t turn up and proclaimed to have phoned and then charged for a full service. When I complained Urban said it was my fault because I hadn’t answered the door. If only the therapist had rung the bell. Response from Urban - tough and there is nothing we are prepared to do. If they turn up it’s a great service IF !!!!”

Posted 6 years ago

“Avoid using this company at all costs due to the bad customer service you will receive in the likely case that something goes wrong.”

Posted 6 years ago

“I was charged double so debited £300. The 90 minute massage ended up being a 60 minute one and the hostile therapist has left bruising hand marks down my legs. Avoid at all costs!”

Posted 6 years ago

“Very bad experience with it”

Posted 6 years ago

“No safety checks for the client or the therapist. They only check if you have online ID & no real skill checks. Worse they just send the therapist to any address so long they pay with no concern of safety. Not trust worthy & lots of fake reviews on web site.”

Posted 7 years ago

“I booked this massage for my partner on his birthday, unfortunately he was very sick and unable to receive it. He only started to feel unwell during he 2 hours before the massage, I rang up to explain and no partial refund was given. I had to pay the full £65 for services that I didn't receive. Outrageous, no customer care what so ever. Lucky masseuse today, getting £65 for nothing eh, oh wait. That's my hard earned £65 given to a stranger for nothing.”

Posted 7 years ago

“They were late. I thought the massage was average. I really do not recommand at all.”

Posted 7 years ago

“There should be no stars for this kind of service. The therapist doesn't find parking. I get email from customer care that she has got the parking but the therapist doesn't turn up. No customer service email response or call is returned. Already charged....give me my money back. Is this some kind is a scam that is running in the name of massage. Terrible terrible first experience”

Posted 7 years ago

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Urban Massage is rated 2.0 based on 50 reviews