Hand & Stone Massage and Facial Spa — Attraction in Clark

Let me start with the only reason I have given one star is because Google forces me to pick at least one to post the review.

I can’t give this provider any stars because she refused to treat me when I was a few minutes late to an appointment that I PAID for in advance. Even worse, she sent her “boss”, Lisa (who happens to be the lead aesthetician), out to turn me away at the front desk under false pretenses AND against company guidelines, protocols, and rules (which I know because I made sure to contact another aesthetician before I made a complaint to ensure that I wasn’t speaking erroneously). Lisa, as Erica and Hand and Stone’s representative, treated me in the most disgusting manner, lying and telling me that I couldn’t have a facial due to having recently had braces put on, as well as being late, even when I asked to simply be brought into the room and have even my face washed or steam put on it as to not waste anyone’s time or money. Lisa told me, “we don’t do that” and turned me away, even telling the front desk that I had to either pay or use one of my packages for my “missed” appointment. While I have never had any issues with anyone else at the Clark Hand and Stone and still go there for massages, facials, and waxing, I will shout to the rooftops that regardless of how good Erica and Lisa may be at their jobs, they are heartless, callous, and far too full of themselves and their perceived positions of power to be in an industry that is supposed to promote wellness, calm, and luxury without stress. At the time of the aforementioned appointment, I was only a few days past being discharged from the hospital after 3 days and truly needed the “me” time to unwind, destress, and treat myself. Instead, I left in hysterical tears, having had to raise my voice in anger, at a place meant to be peaceful, after apologizing profusely to the young ladies at the front desk making sure they understood that my frustration and anger was not aimed at them, but at Lisa and Erica and how I was being mistreated by both of them.

If you ever need a facial, there are other aestheticians who are tremendous- Cecilia, Cynthia, and Angela (to name a few). I actually finally got the diamond facial I was supposed to have that day yesterday, which is the photo posted with their review. Make no mistake, Erica did not provide that facial, Angela did and she was INCREDIBLE!

Steer clear of Erica and DEFINITELY Lisa, you don’t want that fake niceness, which masks the lack of integrity, touching your beautiful skin- you may get infected by their negativity and BS.

And I am fully ok with them knowing who wrote this review because people they work with, including management and beyond, have been notified of the sickening way they treated a loyal, loving, and generally...

To whom this may concern,

I visited your location for the first time today to get an express facial. I had Nicole and she was WONDERFUL. My appointment was at 11 and Nicole didn’t come out until 11:15 because she said the front desk never told her I was there because I booked online. Luckily I was not in a huge rush but it was still annoying. This email is not about Nicole as she was great and I would love to see her again!

When I went to pay for my service I wanted to use a Spa Week gift card that had a $200 balance on it. They told me if I used it on my $30 service that they would have to give me the remaining $170 on a hand and stone gift card. To me that is a complete and total rip off. I shouldn’t have to use my whole $200 spa week card that is good at 9,000 locations at Hand and Stone only. I told the two front desk girls (one was of Asian descent and one African American- they weren’t wearing name tags) that I called spa week and they said that was not normal and that they could redeem the balance for them on the phone and I would still be able to have the $170 on my spa week card to use anywhere else. They were so rude to me about it and kept telling me that I was wrong and so was spa week. I asked them to call spa week and they refused. They then called their manager and after waiting 10 min for them to text back they reluctantly agreed to try to call spa week. The transaction went through and everything was fine but their attitudes toward me THE CUSTOMER were so rude, degrading and like I was being ridiculous. The one even suggested I just “pay out of pocket”. I had the $30 to pay for my service that was not the issue, the issue was that I shouldn’t have too when I booked my facial with you due to my gift card. I could have gone anywhere but I chose hand and stone. After they handed me my card back I asked if they could give me change of a $20 so I could tip Nicole in cash and the Asian girl actually sighed out loud and said "UGH" out loud as if this was a huge inconvenience to her.

This was a terrible experience and I now have such a bad taste in my mouth about your location. I felt that upper management should know about this as it reflects poorly on you and perhaps you should not be doing business with spa week because I don't think I would be the only customer upset with the fact my whole gift card balanced has to be redeemed at one location (as they were claiming)

I also sent this in an email to the manager there a week ago and have not got...

Carol is great. I wish I could say the same thing about the Manager Caityln and some of the other staff. I canceled my membership as I really got tired of having a hard time booking with whom I want when it fits my schedule and price was getting a bit costly for those services. Calls to front desk not being answered promptly are a problem. Some "rules" have changed as well. I was going to put my membership on a 3 month hold because i had packages available and lots of gift cards on hand , but now they charge $10 a month to do that. Services prices are already high, plus push of upgrades and gratuity, it does get costly. I misunderstood a staff member when she was explaining membership cancelation. I could hear her impatience in her voice and I was certainly getting frustrated. Thinking back, I thought she said I either didn't have enough points to use for anything or that I had until my last package used to use the points. She was rambling and distracted and probably led to to confusion. I Signed the cancelation form from my phone. Now looking, there it was (lost my points) as of the signed date. Turns out those points were worth $30. When I went for my facial, Carol was apologetic because my points were no longer accessible. I was told the person at the desk would have the manager contact me and she did two days later. She was not very compliant or compassionate, said it was too late, my points were out of the system and she could not retrieve them even if she wanted to. They were there two days ago to view, so now it's too late? I got off the phone frustrated. Tried to call back to cancel an upcoming appointment that I had actually been waiting months for and now decided it my frustration to cancel. Someone picked up the phone and immediately hung up on me! I tried calling back and they did not answer the phone. I have one package left to use before the expiration date based on of my termination date and 5 gift cards. I may use most of them at another location. I have been a member here twice over the past several years and I really don't think I'll become a...