Hand & Stone Massage and Facial Spa — Attraction in Edgmont Township

Management is shady. I bought a buy one get one massage from them day after Thanksgiving 2015 as they were having a special. I have a receipt for 89.95 on my Amex. When my Amex bill comes, I have 2 charges for 89.95. I call and get the clueless receptionist who needs to ck with manager. I wait for call back. Doesn't happen. I call next day, inquiring about resolution to the double charge on my Amex card. Receptionist says they issued me a refund. I ask for a copy of the refund. She again needs to ck with manager. Again, no return call. I call later same day asking for copy of refund to.my credit card. She says my copy is there and I can come get it. Wondering why no one called me to say the receipt for refund was there unless they think I read minds. I go into location on 12/18 to pick up copy of receipt for my refund. Today, 01/08 I look at my Amex acct online and I do NOT see any refund from Hand and Stone for 12/17. I call Edgemont location around 730pm and speak to receptionist. I ask for manager/owner. I'm informed that mgr is not available but she will give my message to mgr and have her call me right back. When I didn't get a call back by 830pm, I called back. Got receptionist again. She said she's busy and did not call manager yet but would do it right after she hung up. I told her manager must call me tonight. It's 1015pm and yep, you guessed it. No call from manager. I called Amex and uploaded copy if my refund receipt from Hand and Stone. Amex told me that all I have is a copy of a refund and that as of today they (Hand and Stone) had not yet SUBMITTED that refund to Amex to be posted to my account. So I have a worthless receipt for a refund that was never sent to Amex by Hand and Stone. Do NOT go to this place. Poor management that's not responsive and uses shady business practices. They don't care about customer and almost got away with double billing me except I scrutinize my credit card bills when I get them. Amex is now on the case and is contacting Hand and Stone to get my refund especially because I have a copy of the transaction that they put thru but neglected to officially submit. Shame on them! Go elsewhere. ...

I had an appointment last month with Jen who was absolutely amazing. I was pressured pretty hard by the women up front after my massage to get the membership. After I didn’t I was still pressured hard to make an appointment. Which I finally did so I could leave. I never received any reminder in any form of my next appointment.

Fast forward to a month later, and I am currently at home with a severe migraine. I received a phone call from an unknown number. I didn’t answer again because I have a migraine. I looked at my phone thinking that I would receive a voicemail. I didn’t. This unknown number called me another 3 times in a row! Never leaving a voicemail. Finally the fourth time in a row they called my husband answered. It was the women at the front desk at hand and stone in new town square. My husband politely told her that I was sick and he apologized that I missed an appointment. He then said to her that he didn’t know what she wanted to do about rescheduling because he had to talk to me first. She than with a snarky attitude interrupted him and said “we charge half price for no shows”. And my husband said that we were not paying it and being penalized for me being sick and never receiving notification about this appointment. But my husband couldn’t finish that sentence because as he was speaking he was hung up on. I could hear the phone slam down on the other line. This is beyond unprofessional. As soon as she realized her extortion wasn’t going to work she hung up in the middle of the conversation. It’s a real shame that someone like that is employed there because my actual massage therapist was beyond amazing. Which is why I’m leaving 2 starts. If i was reviewing my massage therapist I would give her 5 stars. But having my phone blown up, never leaving a voicemail, then trying to have us pay half and being hung up on….I will never return to that location. I also want to mention that I was told multiple times that I can cancel whenever I want. I never signed anything and was never told about this “policy” of having to pay half. Again I will never...

I wish I could give this location a 0 ! I arrived for my appointment at 5pm. Heather at the front desk said I didn’t have an appointment and asked if I was sure that I booked the service. I assured her that Caroline reached out to me on 5/10/23 to offer me the Mother’s Day Package, and confirmed I had an appointment for 5/12/23 at 5pm.

Heather confirmed that I purchased the Mother’s Day package but says I don’t have an appointment. She mentioned this is not the first this has happened today. Apparently, Caroline neglected to book several clients after signing them up for the Mother’s Day Special. Her manager, Shanna comes out and asks me if I’m sure I booked the appointment. Again, I remind the staff that Caroline booked the appointment and confirmed it was set for 5pm. Shanna, the manager offers to reschedule my appointment for Sunday with an upgrade for the inconvenience. I accept and I leave.

15 minutes after leaving the store I get a call from Heather, saying that Caroline said I never had an appointment, and I shouldn’t receive an upgraded service. Despite the fact that several OTHER women had the same issue with Caroline I was asked to PROVE I had an appointment. How disgusting!

I forwarded Heather a voicemail from Caroline PROVING that she reached out to me, not the other way around, and I wasn’t making this up. The staff practically accused me of lying! I work hard every day! All I wanted was a little me time and instead I’m treated like a liar. I will NEVER visit this location again even if the service is free!!!...