Name: Urban Massage
Address: Office 18, 64-66 Wingate Square, London, England
Rating: 2.16

“I think the platform is very good for customers and very bad for the actual therapists. 1. Unreasonable rates for the travel time, effort, service expectation and product usage per visit 2. People can book at the very last minute and you are expected to take the booking or face extreme penalisation (we are humans not pizzas) 3. If something goes wrong with the app you cannot get through to an actual human at urban in good time (no phone number) which creates stress and angst 4. Entitled customers - unfortunately, even when clients do not uphold their end of things, for example replying to basic messages about parking they will still be disappointed if that causes a service disruption 5. There is just a lot of bias against the actual therapists, urban do not care about them, it’s all about profiting for them. On the in-house platform they are constantly marketing training courses for them to buy too”

Helpful Report

Posted 2 months ago

“Registration process was simple, but as a final step they ask you for an Enhanced DBS check, which they did not mention at any, and you can chose a faster route with them for £64.20 or £49 with the Gov.uk website but they don't tell you that. Once you join, you give availability whenever you can and it seems smooth. Pay is weekly which is good. On the darker side, you will get pushed to give availability all over London, not just close to you, and more often then not you end up getting bookings that are 1 hour or more drive from your house. Of course you don't have to, but every time I did give availability within 40 minute drive from my house, all areas that according to their app, are in high demand of therapist, but in 2 weeks I was only booked 3 times. I then get another call, suggesting to give availability in all 5 zones of London, and suddenly you work every day. If you do a 1 hour massage at £50, but it takes you 1 hour to get there and 1 hour to come back hoe, that's 3 hours your spent for 1 booking, plus petrol, now you got paid £16.67 per hour. Bear in mind than often you could get booked in the same area, 1 hour away from you, 3 times a day, but as their clients mainly book last minute, you could end up going back and forward 3 time, as you might be having a booking at 10 am, then you drive back home 1 hours, then another booking at 2 pm, booked last minute, and then another booking at 9pm. Many times I was booked while I was still with a client and the booking was on the opposite side of London so over 1 hour drive and you had to rush. When a client books you, it's confirmed on their side, whether you have accepted it or not, but if you cancel it, you get penalized. You can only cancel a booking up to 5 times. After the 5th time, you get automatically disconnected from the app and you are not longer welcome to work with them. No questions asked, no way for you to explain why in 1 year you had to cancel a booking due to emergencies, or traffic or anything. They don't care if you are a single parent and suddenly you are no longer available, or if they book you in from Chelsea to Greenwich and 6pm and you only have 1 hour in between clients, but it takes you 1 hour and 20 minutes at that time to drive, uless you pay £17 congestion charge (which they don't refund) and still takes you 1 hour to arrive at the clients' area, most likely late, you need to find parking, pay for it, hoping it's close to the house and rush to finish on time. Not the way to work.”

Helpful Report

Posted 5 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 2 years 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 1 year ago

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

Helpful Report

Posted 2 years 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 1 year 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 2 years 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 1 year 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 2 years 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 1 year ago

“Poor. Constantly cancelling at the last minute.”

Helpful Report

Posted 2 years 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 1 year 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 3 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 1 year ago

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

Helpful Report

Posted 3 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 1 year ago

“horrible company, do not use”

Helpful Report

Posted 3 years 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 1 year 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 3 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 1 year 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 3 years ago

“Awful experience”

Helpful Report

Posted 3 years 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 1 year ago

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

Helpful Report

Posted 3 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 1 year ago

“I booked a massage for my friend to have before her wedding. The morning of the massage I received a cancellation notification. I wasn’t able to find a last min replacement, so my (super stressed) friend didn’t have the massage! I asked Urban for a refund but they said they’d only give me a credit note. I said I want my money back as I have no intention of using them again. They refused. It then took me 6 weeks of fighting before they eventually refunded me. I would avoid this company if I were you!”

Helpful Report

Posted 4 years ago

Hi there, thank you for sharing your feedback with us, we're so sorry for this last minute cancellation and totally understand that this was a stressful situation. Cancellations are rare, and in the event that a therapist isn't able to make it, a full refund is processed to credit so that you can easily rebook. We're so happy that you were able to book another therapist for the same day. A credit voucher was also added to your account to help towards a future booking, as an apology for the original cancellation. It seems there was a miscommunication with our Customer Support team in regards to this extra credit- I can confirm that this was later changed to a refund for you. Please do feel free to get in touch with us at info@urban.co if we can help any more; we would love to make sure your next bookings with Urban go ahead smoothly.

Posted 1 year ago

“1. Hit on me during massage. Thought that was illegal. 2. tried female, she was very candid in her racism. 3. tried another guy, he was ok. Nice vibe, not strong enough 4. tried sports massage (deeper?) gave me a 20 min assessment and little massage. When I filled in feedback, the therapist contacted me to complain. 5. Going to my local gym. Urban? AVOID.”

Helpful Report

Posted 4 years ago

Hey, thank you for your feedback. We would love the opportunity to discuss your experience with us. We appreciate this was a few years ago however we continue to work on strengthening our policies. Please email info@urban.co if you're happy to discuss your experience with a member of our management team

Posted 1 year ago

“I made an appt with a therapist - I was waiting at home for them to arrive - and they did not turn up. I then checked my phone and it was marked as cancelled. Upon checking with support team - they told me I am being charged for the session because i failed to turn up to my appointment however I was waiting at home for them to come to me so this is not correct. Supposedly the therapist went to the wrong address and after 2 weeks filing a complaint to the support team i am still waiting for a response. this is absolutely ridiculous operational support team.”

Helpful Report

Posted 4 years ago

Hey Krish, thank you for sharing your feedback here. Unfortunately, this booking wasn't able to go ahead as a full address wasn't provided for this treatment. It's really important to provide complete and accurate information so that your therapist is able to find you and your treatment can go ahead smoothly. I can confirm that our customer support team have contacted you directly about this - we're thrilled that you've been able to rebook successfully following this cancelled treatment.

Posted 1 year ago

“Booked this stupid and rude masseur Bogdan for 8pm, was charged 70 pounds but he did not come and he just cancelled my booking even without informing me. Beware. Don't waste your time, money and effort there.”

Helpful Report

Posted 4 years ago

Hi John, thank you for sharing your feedback, we're so sorry to hear that your booking wasn't able to go ahead. We completely understand how inconvenient this is, especially if a booking is cancelled last minute. 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 1 year ago

“My first appointment was cancelled on the day it was supposed to happen. I feel super let down by this first experience and don’t plan to use the app again.”

Helpful Report

Posted 6 years ago

Hi Ryan, we're so sorry that your first booking with us wasn't able to go ahead. Unfortunately, the therapist was unwell and not able to proceed with this treatment. We're so pleased that you were able to rebook with another practitioner and have enjoyed further treatments with us. If you have any further queries or need any help with an upcoming booking, don't hesitate to reach out to us via Live Chat on the website or email us at info@urban.co

Posted 1 year ago

“Awful company! Have overcharged me behind my back and refused to refund amount. Do not use! They are liars ! They have also provided me with two therapists who have left me with lasting chronic injuries for the rest of my life.”

Helpful Report

Posted 6 years ago

Hi there, we are sincerely sorry to hear this. Please could you get in touch with our customer support team via info@urban.co so that our Quality Assurance team can investigate this fully for you.

Posted 1 year ago

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

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