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

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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

“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 3 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 9 months 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 3 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 9 months 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 3 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 9 months 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 3 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 9 months ago

“Best massage experience ever! Not only the massage itself, but the location, the oils, the scents... it's magic, baby! I definitely recommend these guys! And my back does not hurt anymore 🙂”

Helpful Report

Posted 4 years ago

Thanks so much for the 5-star review Loredana. We're so glad you had a great experience using Urban and hope to see you again for another treatment soon!

Posted 9 months 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 5 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 9 months 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 5 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 9 months ago

“Theft of money by Urban Massage!! Urban will not give me back the unused credit on my account and have not given me a reason why! No wonder all the good therapists are leaving if they are unable to refund credit for services which have never been used! AVOID AT ALL COSTS”

Helpful Report

Posted 5 years ago

Hi Nah, thanks for your feedback about unused credit on your Urban account. I can confirm that our Management team have contacted you directly in order to resolve this for you. If you have any further queries or need any help with an upcoming booking, don't hesitate to reach out to the team via Live Chat or email us at info@urban.co

Posted 9 months ago

“Dimos K is absolutely fantastic. I am very impressed and I felt great after the massage. I booked 2 hours with him. My tension and stress melted way. He has magic healing hands. Without a doubt I would highly recommended him. Thank you so much.”

Helpful Report

Posted 5 years ago

So happy to hear Dimos gave you a lovely treatment, Emma. Don't forget you can add them to your favourites so you can easily book them again!

Posted 9 months ago

“This is an honest review of what has just happened to me. I booked a massage using the app for 0800am this morning with specific notes to arrive promptly as i have other commitments. At 0800am i get a call from the offices to say the therapist is running late and can get there for 0830am which unfortunately is no good as i need to be somewhere else. So they refunded me but stated on their app it was cancelled at my request, which is not true, it was cancelled because the appointment could not start on the time booked. I complained on the app and nesta was kind enough to credit my account with a free massage. I gave some feedback that the maasage person should message or call me to state they are running late etc. But not at 0800am as its too late for me to go elsewhere. He explained that their offices left messages with the therapist but their phone is on silent and they did not pick them up. The false information on my past booking on the app still incorrectly states i cancelled the booking which is blatantly wrong. Whilst i am on chat, the therapist rings the doorbell and i tell her whats happened and she says the offices told her to turn up for 0830am. She said there is a problem with the app and systems not allowing notification. Then nesta says do i still want the massage? The therapist is disappointed and distressed, so am i and the whole point of this type of service is relaxation. I'm not about to have someone massage me when all parties are clearly distressed and disappointed. I appreciate the free massage but whats disappointing is not being told the truth by the offices of what has really happened. Is it the therapist error? Is it a system error? Is it an app error? Is it that the office should have rang the therapist? Having someone ringing on your doorbell, obviously distressed, apologetic and clearly there is some miss communication somewhere puts me in an awkward position, as this is my home and she wanted to give me a massage and feeling why i don't want and distressed. I don't want to upset anyone but also i have paid for a service at a specific time and i communicated my cancellation at 0800am when the offices rang me. I booked this to relax from still shoulders, neck and stress. I can honestly say that right now all my pain is much worse and wish i never booked this, as i did so by downloading the app at about 0500am this morning and making a first time booking for what they recommended a 90min urban massage. I am unhappy and now i go on to a busy day with lots of tension from the outset.”

Helpful Report

Posted 5 years ago

Hi Dipesh, we appreciate you sharing your feedback. Thank you for getting in touch with the team regarding this booking, we're glad this was able to be resolved, and you have been able to continue booking with us. If you need any help with future bookings, don't hesitate reaching out via Live Chat or email at info@urban.co

Posted 9 months ago

“I am currently a therapist with urban massage, each therapist has a different way of massage (since we all come from a different backgrounds, school and speciality) some (like me 😁) are great at what we do, some could do with some improvements, we are all self employed but working in partnership with urban so if you have had a bad experience (with a massage) it's probably due to the therapist. The app allows the customers to rate their experience, so the higher a therapist is rated the better. Long story short, urban is just the middle man and choose your therapist wisely 😊”

Helpful Report

Posted 5 years ago

Thanks for your feedback - we're thrilled to have you working with us, alongside so many other trusted and highly skilled practitioners!

Posted 9 months ago

“Haven’t had the massage yet but the booking was so nicely handled. I wanted Thai with oil but for the date I wanted it was fully booked so I jumped on customer service with Johana and helped so much. She sourced the therapist for the date I wanted, good communication and made it so easy. Thanks so much Johana!”

Helpful Report

Posted 5 years ago

Hi Sadia, thanks so much for your feedback. We're thrilled that Johana was able to assist in getting you booked in. We hope to see you again soon for another treatment!

Posted 9 months ago

“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.”

Helpful Report

Posted 5 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 9 months ago

“I’ve booked a couple of times, but feel this is hit or miss. My first appointment was great, but when trying to book the same therapist it appears she has stopped working for Urban Massage. I booked an alternative therapist who turned up significantly late and did not let me know (as the website specifies) and unfortunately the massage wasn’t as good as previously which was made worse by the the fact she asked for a chair so she could sit down for the 60 minute massage and poor quality bed that moved and creaked every time she moved. Overall wasn’t a great experience and not overly relaxing. Feedback sent to Urban Massage and haven’t heard back. Given the minimum prices have raised to £53 I haven’t booked again as I don’t feel it’s worth it when you have to provide the towels, music and the ambience.”

Helpful Report

Posted 5 years ago

Hi Laura, thank you so much for taking the time to share your experience booking with us. We really appreciate your feedback as this helps to improve our services. We're really sorry to hear that a few of your bookings haven't been up to the high standard that we expect - our Customer Support team are here to assist you if you have any issues or need any help with a booking, past or upcoming. You can contact the team via Live Chat on the Urban website or via email at info@urban.co

Posted 9 months ago

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

Helpful Report

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 9 months 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!”

Helpful Report

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.”

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Posted 6 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”

Helpful Report

Posted 6 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.”

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Posted 6 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.”

Helpful Report

Posted 6 years ago

Urban Massage is rated 2.2 based on 55 reviews