Hand & Stone Massage and Facial Spa — Attraction in Harrisburg

I've been a member of hand and stone for a few years. I received a gift card to have a massage and facial at the concord location and decided to sign up for a membership because I was offered a price of $54.95 per month. After a few months or maybe a year, I was advised that the prices were going up, so my price increased to $59.95. I received another email in September of this year indicating that membership prices would be increasing by $10. I received my credit card statement and saw that I was charged $74.95. I called when I noticed this and left a voice message for someone to call me back as voice mail seems like the only option when wanting to discuss billing. Of course, no one ever called me back so I called again and this time selected the option to book an appointment . I spoke to someone about the issue and was told the price increased to $79.95, and if I wanted to cancel I would be charged 1 more time, but there was nothing they could do about me being told (through email) there would be a $10 increase when in fact I would be paying $15 more and maybe even $20 more. They have the right to set their prices to whatever they choose, but it doesn't seem like the customer has any right to hold them accountable when we are charged prices we are not made aware of. I've gone through a price increase there before and honestly, I've had other billing issues where I was constantly being charged incorrectly and made attempts in the past to try to cancel, but it was eventually straightened out. I started going to the location in Huntersville because the service was light years better. I was given the option to cancel immediately but if I did that I would lose the services I had already paid for. After a frustrating phone conversation and not being sure if they were really understanding what I was trying to convey, I stopped by the location. As mentioned, I'd tried to cancel in the past, but the manager was never there supposedly to be able to push through a cancelation. This time I was told that they only do cancelations on Sundays. I asked them why they (the company) would send me an email telling me I would be paying $10 more when I would in fact be paying $15 to $20 more. I was told that there were different membership pricing so for some the increase was more and how they had emailed corporate to express their frustration as well. I asked if I could get the email to corporate, I was told by the assistant manager (who had indicated 2 seconds before that She had emailed them to express their frustration) that she didn't know the email to their corporate office and told me I'd have to look it up. And then it turned into she was not allowed to give it out. Again, they can set prices to whatever they want, but they have my credit card on file and should not have the right to just charge it for whatever they want without making me aware which would allow me the opportunity to make an informed and timely decision. Needless to say, I wouldn't have recommend signing up for a membership due to the hassle to cancel and the poor customer service. It's definitely a shame that I will have to cancel my membership because I really enjoyed going to the...

This review is regarding the Hand and Stone in Concord. I have NEVER BEEN so frustrated and insulted. They received a 1 only because I had to pick a star in order to post. I could go ON and ON with a very detailed description of my experience, BUT I've wasted enough energy for the past hour. I typically do not write reviews of this nature; but the treatment received merits full disclosure. At this facility, MANAGEMENT is far from professional. I personally travelled to cancel ALL further appointments in their system and asked them to remove my card on file. (BEWARE IF YOU HAVE A CARD ON FILE AND EVER TRY TO CANCEL SERVICES). I did it in person because they have NEVER answered the phone when I've called and no one has EVER returned a call. While in person at my request, I was assured that every future appointment was cancelled. As stated, In the past I have left messages and never received return calls or responses. I can only get through to someone on the phone if I use the prompt to book an appointment. IN RECENT DAYS, they sent message and texts confirming my upcoming appointment. I knew I did not schedule any further appointments with them. I called, but of course got voicemail. And since I'd cancelled previously ALL future appointments, I neither had the time or thought that I needed to travel to Concord to do this again. Well, how wrong was I? They charged my card and called me a no show! I expected that a simple call explaining their error would be sufficient. Again, Boy was I WRONG!!! They have passed the buck and refused to credit my account for the $49 they took out without my permission. In this series of events (that really should not have been escalated to this degree, I have spoken with Savannah (customer relations), Melissa and Sherri, who the latter is said to be the Manager. Sherri DID NOT FIX THE SITUATION but made it worse with condescending comments, interrogations and basically calling me a liar and then blaming me for not knowing the name of the staff member who I spoke with months ago who said they took all future appointments out of the system as I requested. She further said if I didn't know the name, then can I at least describe her. (mmmmm...Really? Is that MY job to know??) I suggested she look up the last day I was there and consider who may have been on the schedule. (Again was that my job to do?). She refused and was combative or at least frustratingly insulting and time consuming. She accused me of cussing (which I do not and did not) and used it as her out to hang up. When I called back of course she would not come to the phone but another manager, Audrea did. (At least she was apologetic although she had no power to do anything). Before the conversation escalated with Sherri, I asked for corporate information--someone above her, she did not provide that information. The biggest challenge besides the professionalism that escalating the situation is that they still have my card on file an can use it whenever they so desire "calling me an NO SHOW." ...

Not at all happy with this place. Three times I’ve scheduled appointments, each time I’ve brought someone with me. The 1st time, after this in-depth conversation on their end about cancelling appointments, my and my friends appointment was cancelled the day of the appointment. DAY OF!!!!! And it took another two weeks before we were able to successfully reschedule. However, the masseuse I had was great enough, that I went ahead and purchased a membership, and so did my friend. Even after another friend talked about her bad experience, I tried again anyway and scheduled another appointment. My requested masseuse wasn’t available, so I tried someone else. Wasn’t like the first. Even with the bad scheduling and the ok 2nd experience, I STILL tried again! This time, I had two other friends scheduled as well. We each were really looking forward to it. For one, it was her 1st massage. The day of, I called to let them know we were on our way but running about 5 mins late. I could tell something was wrong because I was placed on hold for a very long time. When she comes back to the line, she says they don’t have us scheduled. There’s just one person there. According to them, they were waiting on me to confirm. Two things.....I confirmed on line and I also talked to another front staffer who explained there would be two females and a male to massage us and when we got there we could decide who would go with who. There was no genuine apology, no resolution except, basically...“One could go now. Another could go after. And that’s all we have”. No empathy, no compensation, no reconciliation....NOTHING. Even when I said just cancel my membership. Both staffers quickly jumped at giving me the paperwork to cancel but couldn’t tell me for sure that I wouldn’t be charged my fee. My fee comes out at the end of the month. I’m canceling weeks before payment is due because of your staffers’ incompetency and nonchalant attitudes and you are telling me I could still be charged! I asked to speak with a mgr and, of course, no one was available. The staffer gave me a number, I called and left a message. We’ll see if I get a call back. This place has put more stress on me that’s not even deserved! I don’t normally complain because, as a business owner myself and an educator in customer service, I’m pretty understanding and forgiving at times. I’ve brought (or tried to bring) several other ladies with me willing to bring even more business. But that was a mistake that won’t happen again. I see why this place has a lower score than...