Hand & Stone Massage and Facial Spa — Attraction in Beaverton

I called them in March letting them know I got a new debit card and had to update it. While on the phone I wanted more information on what I can do to cancel my membership. I was getting super busy and didn’t have time to use my packages (massage or facial) one a month. I had 3 stacked up that I didn’t use. She told me I would have three months from cancelling to use my packages before they expire. I asked for a specific date and she had a hard time telling me when that was. (She sounded new) I was on the phone for about 15 minutes. I gave her my card information to charge my account for my last payment (it’s in the membership agreement) and I was under the impression my membership was cancelled. Then covid happened and I couldn’t schedule an appointment because they were closed. I got a call from them Monday June 8 telling me my card wasn’t going through (I got a replacement because during quarantine I lost my card.) She was asking me for my updated card. And at first I asked her if they made an exception for my packages, because they would have expired by now (I called in March it’s now June) she told me my packages aren’t expired. At first I was confused, she gave me options to freeze my account or cancel it. And she told me if I canceled I would have to pay one last month for it to be canceled. I thought I had already paid for it and I didn’t want to pay for something again if I wasn’t even possibly going to use it. She told me I had 4 packages stacked up (the lady in March told me I had 3 packages stacked up). It sounds like to me the lady who talked to me in March made a mistake and didn’t cancel my membership and now there trying to charge me for something I barely use when I paid the first time. I was arguing with her asking her why didn’t she believe me? She told me her computer says my membership wasn’t canceled over and over again. She told me I would of had to get a form and sign it for it to be canceled. I was never told about a form from the lady I talked to in March. I checked my emails from March didn’t get any email from Hand stone massage and spa about a form. I told the lady I wasn’t going to pay for it, and she was telling me I had to it’s in my membership agreement and I told her no it’s not my fault they made a mistake and she hung up on me. I work in customer service I’m a waitress, so I know what it’s like to be blamed for something that’s not your fault. But never once did I ever complain to them about anything. I always tipped my massage therapist/facial gal $20. When in all reality this place is mediocre. I got a facial from a gal at the cedar hills location and her fingers smelled like CIGARETTES. Absolutely disgusting but I didn’t say a peep. But after how I’ve been treated from them, I believe they deserve...

0/5 Stars. I went in for a massage on November 22. Checked in and sat in the waiting area. I had to wait a few minutes past my scheduled time for my appointment but It wasn’t a big deal. What was concerning (and also the first red flag) was the conversation going on at the front desk between what I assume was the manager and a customer who had purchased a buy-one-get-one free gift card offer. The argument lasted the duration of my waiting room time and I was thankful to be headed in to the quiet appointment. Massage was great. The therapist gets 5 stars, this business gets zero. Here is why: After my appointment I went to close out and the individual working the front desk asked if I was interested in their buy-one-get-one gift card offer. I declined. For the next week I received countless phone messages from the business asking me about my interest in the offer. The offer I declined. In their messages they went as far as to say they needed me to call back and update my card number so that they could charge me. I never called them back. After the next call I blocked their number. Fast forward to December when I am going over my bank statement. I see an unknown charge for $179 dollars to Hand and Stone Massage. A CHARGE I NEVER AUTHORIZED IN ANY WAY. I never received notice of good or services purchased, no email, no receipt, nothing. This business was banking that I wouldn’t review my statements and they could simply charge someone at will. This is illegal. I immediately went to the location and asked that the fraudulent charge be removed. After standing around at the desk while the nervous staff contacted the manager they refunded me. I asked them to show me that they had indeed deleted any and all card information they had for me on file as well as my profile. What makes me sick is that I know they have probably done...

I made an appointment for a massage and when I made it there was no mention of a 50% cancellation charge nor the requirement to wear a mask while receiving the massage. I called the day of my massage to question the use of the mask because of health concerns and was told it would be required while face up and not while face down "per CDC guidelines". This requirement is ludicrous as respiratory viral infection in a contained environment like a massage room in not directional! I'm afraid the CDC doesn't publish massage spa guidelines and couldn't find anything on the state OHA sites either so apparently this is a subjective call on the part of the store. I even checked the American Massage Therapy Association website and there is no mention of this requirement. The Federal State Massage Therapy Boards are the only resource I could find offering any direction for in-session COVID control and they actually dictate BOTH THERAPIST AND CUSTOMER MUST WEAR MASKS AT ALL TIMES. This would be nice to know at the time of the booking. I guess H&S is deciding which rules they'll follow and which they won't. Perhaps OSHA would like to be aware of this. There is however a State requirement for any store to make reasonable accommodations for anyone who cannot wear a mask. This option was not presented. I was then told if I still decided to cancel, I would be charged a 50% cancellation. I have gone to Hand and Stone a number of times in the past but have never dealt with such little regard for me as a customer or with such a lack of communication on the cancellation fees or requirements for the visit. I was however told, I could tell whoever I wanted about my experience - so...