Hand & Stone Massage and Facial Spa — Attraction in Charlotte

I've been to this location several times. Each time I've had an average experience. My most recent experience was horrible. We arrived early as instructed so that my partner could complete the required documents. Upon completing the documents. We chatted a bit waiting for our therapist to corral us. At 10:05 we were still waiting. We didn't complain we just waited. A couple of minutes later the admin staff approached us saying that they were running behind and ensured that we would have our full time.(You only get 50 minutes, I hope so!) At 10:09 my partner went to the bathroom and the therapist called our names at 10:11. I informed him that he was in the bathroom. One turned his table on which I thought was nice and then they waiting in the hall. He entered the room, we proceeded to the table in an attempt to enjoy our rushed massage. The strokes were so quick that my body began to itch with each stroke. I didn't complain. What seemed like 20 minutes later my therapist said that concludes your massages. They exited the room and my partner asked if it'd been an hour already. I said yes. He said no it hasn't. I said well, they only do 50 minutes not the full hour. But, when I looked up at the clock the time read 10:48. We were standing in the lobby at 11:00. The admin asked how things went. I told her about the start and end time. She said ok and proceeded to check us out. She made a few adjustments. She said, "since you feel like you didn't get all of your time, I'm going to waive the fee for the couples room which is $10 per person(it's only $10), and the transfer fee.(He used one of my massages) That saved you $30 today. Have a nice day"! Oh no... The issue was never addressed. That wasn't fair. I understand how that it's a busy location, I also understand that they are on a schedule and want to respect their other guest's time. But my issue was never addressed not...

Hand & Stone took $2000 from me and provided zero services.

Then they hide behind a 30 day cancellation fee - it’s a total fleece and dishonest business practices.

During 2020-21 - covid lockdowns - they charged my credit card for 18 months and provided nothing, because I sporadically used their service at the height of the pandemic. A few times over the 18 months timeframe.

It’s so dishonest how they have taken $2000 from me- I’m going to take legal action and get my money back

The main reason I don’t use their service any longer is because they have VERY HIGH turnover and getting a consistent therapist is impossible despite my effort working with them… which is why this has dragged out.

80 minute with tip is $180 and I can’t even get the therapists I want - even after that much money - I asked one therapist to apply hard pressure - she told me in the room - that’ll be another $10 - no joke

Then when you want to cancel they literally force another monthly payment before closing your account

First… I don’t want your service, Second… you owe me money,

… but to get them to stop hitting your credit card you have to sign a doc that mandates a $90 payment before they stop charging your credit card - it’s a total scam.

Be warned… you’ll go here and have a hard time establishing a relationship with one or 2 therapist- they’ll constantly try to talk you into the new therapist who ends up leaving anyway

Then ask for your money back and to cancel and you have to pay and jump thru hoops

You’ve been...

RUDE people and TERRIBLE service. I called to cancel my membership, a month later I was charged again. I called asking what happened, they told me there was no record of me calling to cancel my subscription. They had apparently reviewed their call logs and told me I never called, thankfully I had my call history and was able to show I called them a month ago to cancel. I was told I'd receive a call from a manager, TWO weeks go by and I don't hear anything. I call back and ask if my membership is cancelled and they tell me they have no record of me trying to cancel and I would have to pay for another month before I could cancel. I once again show my call history and then they finally send me a document to sign saying I'm cancelling(I wasn't even aware they were supposed to be sending me a document). On the document it says I will agree to pay another month so I have to call AGAIN to tell them to rewrite the document and they once again tell me that I have to pay another month since I tried to cancel so late, so again I have to show them my history of trying to cancel. I'm told they will send me a new document, never received it. So a week later I just show up and make them change the document there in person, I spoke with the lady at the front desk and when the manager came out she never even spoke to me, just printed out the new document and made the lady at the front desk give it to me. I went to other locations and never had such a terrible experience. I would never...