Hand & Stone Massage and Facial Spa — Attraction in Chicago

These people are absolute scam artist!! I purchased a gift card package to give to someone, and instead of using the “non-refundable gift card” that they had on file, they charge my debit card! I didn’t find this out until after the massage was already done and they were tipped 40% on top of that! When I called to have them process a refund on my card and charge the gift card, they gave me such a hard time. First, I was told that only a manager could process a return but that they were not in. I was told to call back the next day after 11am (when a manager would be in). I called at 11:30am and I was told that only the assistant manager was in but that only a manager could process the refund and to call back the next day after 10am (when the manager would be in). I called back the next day at 11am and was not only told to explain my situation again, but that the manager WAS STILL NOT IN!! I asked why the manager never seems to come in to work on time or at all? After waiting well over 48 hours (which I was told that it took that long to receive any kind of call back form anyone) and I still had gotten nowhere, I finally called during the time when Courtney the “manager” was in, however, I was 1st told that she was not in at all yet. After I had threaten to report these FRAUDULENT charges to my bank and report this entire place to corporate, I was told that Courtney was in but that she was in a meeting. It has now been well over 48 hours and I still have yet to receive ANY kind of call back from them. I had to report the unauthorized charges and unfortunately had ti get sent out a new card. All this mess so that they could hustle MORE money from me because I still have the unused gift card on file! Stay away from this place!...

This company has falling by the wayside. The customer service is substandard & unacceptable.

I entered the branch completed/signed the necessary document to freeze my account for 90 days. The store manager assured me she would process the freeze immediately. My mistake for leaving the store without written confirmation. I didn’t feel the need to do such considering I was interacting with the “manager”. I call five days later to book appointments to only find out, my account is not frozen, and I was charged for yet another month which totally defeats my request for the suspension! 😡

When you discuss options to terminate the membership, which was free when I initially joined your given a hard sales pitch about how you will have to pay nearly double the price for a facial as a new member. You will also have to pay an exorbitant amount of money to rejoin if you choose to return. Not to mention, they are now requiring a 30 day cancellation notification.

Buyer Beware….

What I don’t understand is if I provided my account freeze document to the store manager who is the only person authorized to process account freezes or cancellations, and five days later it’s not down, and you keep collecting my money, how is that legal or ethical!

A few months prior, I requested the document be emailed and was assured by the store manager, it was on the way and never received it. That’s when I decided to go into the store personally.

It’s no wonder why the employees complain how much they HATE this place since the new management took over. It’s no wonder why staff are leaving this place. It would be surprising when this place goes out of business. People are not gonna allow you to keep taking...

A review for Erika the aestehician.

I am delighted to rate her customer service and overall experience as a perfect 10/10.

As a longstanding member of Hand & Stone for approximately 6 or 7 years, I have visited numerous locations across different states. Although initially hesitant about the South Loop location due to the lack of free parking, circumstances led me to choose this facility as it was closer to my new apartment. During the three years I have been visiting this location, I had never gotten a facial due to fears about a new aestichian not being able to care for my sensitive skin and specific requirements. However, after meeting Erika briefly at the front desk, I instinctively placed my trust in her, and she far exceeded all my expectations.

Erika's professionalism was exemplary, and her gentle and meticulous approach with my sensitive skin, which includes eczema on my face, was truly commendable. Furthermore, her friendly demeanor and willingness to assist me in capturing some content for my social media, without compromising the quality of her services, went above and beyond any expectations I had.

Having been extremely loyal to my previous aesthetician, I take great comfort in knowing that I have now discovered a new professional whom I can confidently entrust with my skin.

With over a decade of experience in customer service, I firmly believe in acknowledging and crediting individuals for their exceptional work. Erika has unquestionably earned this glowing review. I am eagerly anticipating my next visit in three weeks, or perhaps even considering returning in two weeks given the superb...