Hand & Stone Massage and Facial Spa — Attraction in Apex

This was my first time visiting Hand and Stone Massage and Facial Spa in Apex. I had received a flyer in the mail that a new location had opened in my area advertising a new client introductory price. So I decided to give it a shot and try them out because I have been stressed and needed a massage. I scheduled my appointment online and had no problems getting a therapist scheduled for two days later. I arrived at my appointment (Saturday of the Labor Day Weekend Holiday) 15 minutes early so that I could fill out my paper work and get relaxed before my massage. The front desk staff was really nice and the lobby atmosphere was relaxing. I finished filling out my paper work and it was time to go back to my massage. I was introduced to my therapist and shown to the room. She asked me what do you want today? and I told her what I was looking for in my massage, a little bit of everything with a focus on my shoulders and lower back. She said okay, lets start face down and left the room. She came back and started the massage. Overall she seemed like she really did not want to be there and most definitely did not want to be giving me a massage. All the questions she asked during the massage were short and she sounded very rude when she asked them. For example: she asked if I would like my arms massaged as well by simply saying Arms? and I said yes. She touched my right arm close to my shoulder but that was all that my arms got. She then proceeded to massage my back and shoulders. During the massage she keep sniffling and twice during the massage she blew her nose into a tissue and immediately went back to massaging me. She did not wash her hands or even use hand sanitizer. During the massage I stayed face down the entire time which is something that I have never done in a massage. And my massage consisted of only shoulders and back, no legs, and one touch on the arm. She finished the massage by saying I'll get you water and then left. She asked no questions about how the massage was or how I felt or anything which is extremely strange to me. I got dressed and met her in the hall, she handed me the water and then walked away without saying anything. I went out to the front desk to check out and the front desk staff looked at me and asked "how was your massage" in a skeptical way like they already knew that I had not had a good experience. I told them everything that had happened and the staff gave me recommendations for a therapist for my next visit if I ever decide to go back. She also told me that "all their other therapists are great." I was told that I still had to pay even though my experience was less than ideal. I was also told that they would speak to the manager for me but I have yet to hear anything back. I left the massage feeling better but worse all at the same time. I had planned on staying in the Apex area to do some errands and shopping but I felt like I needed to go right home and take a shower immediately. I would not recommend going to this spa but if you do I hope your experience is...

NEVER will I go to this location-EVER. My husband bought me some gift cards on December 19, 2019-two were promotional. I went in today for a massage for one of the gift cards. I was wondering when I was able to use my two promotional gift cards. I was told by the Manager Nicole-the promotional gift cards were extended by two months so basically they are no good-but if I buy a membership she would work with me. This did not set right with me-you should work with me because I am a customer and you want to build a business. She said the system does not allow her to extend it but it can if I buy a membership?! If we did not have a pandemic I would have surely used the two gift cards within a year but I did not. I asked to have the name and contact info for the person above her and she said the owner hires her to take care of customer issues. I was shocked an owner does not want to talk to a customer-she said oh no-they hire me to take care of it. I asked again for the owner name and contact information and she said she cannot give out that information. I am in shock and disbelief that this type of business behavior is acceptable. They will not work with customers to do the right thing and the owner does not want to deal with customers then I suggest the owner not open a business that deals with PEOPLE. When talking with the manager she could have cared less with my concern. Poor business-

Response on 2/9/21 from manager response on 2/921-I cannot find the reply button so I will edit my comments to respond to the manager of Hand and Stone. I talked to the manager after my massage and then called you back in the afternoon in the same day. I communicated and requested to have this extended (although the two months are not completed and you told me it had been two months since December 19). While I was in the store you told me you could work with me if I bought a membership. Later in the day you said you could do nothing for me. I do not think calling you again would be effective since the two other times we spoke you were not being flexible. I would say due to COVID-19 you should be more flexible with clients and the promotional gifts cards. I came to your business for a stress free experience. The massage therapist was great but the experience after my massage was not ok at all.

I sent an email since the manager would like to "make this better" and the response after she replied all to my email (which includes me) is "What is her issue lol". If this is towards me (the client) it is very unprofessional and...

I've been a customer at Hand and Stone for over 5 years. However, during the past year, customer service has been horrible. My reason for choosing H and S was that I never know what my schedule will be so I like to have a choice about when and where to book my facials. I do understand that each franchise is individually owned but the policies should be the same. However, I have found that each location has a completely different policy on just about everything, which results in lots of confusion. I think, too, that the high rate of employee turnover has added to this recently.

However, nothing compares to the horrible experience I had last Saturday. I I had been told by the manager I could come at 7:30. I was also told that I could get a discount on the upgrade to a microdermalinfusion and LED

On the day of the appt, I saw on the confirmation text that they had booked me for 7:00 rather than 7:30. When I called to find out if I could still come at 7:30, the receptionist, Eli, abruptly told me that I could not and that there would be a cancellation fee and that even if I had been able to make it by 7:00 they wouldn't honor the discounted upgrade because it was only applicable on the weekend.

The manager who made my appt. was new, so I totally understand that she may have gotten the details of the appt. wrong, but I had changed plans in order to make it to this appointment and I expected that I when I spoke to her, she would go out of her way to make things right.

Instead, she said that the service provider was booked on Saturdays (the only day I can make it) until May. I asked if I could come in on the 14th or 15th of April and she said those were booked as well. I later checked the online schedule and found out that this person had plenty of appointments. She also said that Eli had offered for me to come in for a shortened service, which he did not.

The manager finally told me I could cancel my membership, which is all that I wanted to do in the first place. As others have said in prior reviews - awful customer service and dishonest ...