Hand & Stone Massage and Facial Spa — Attraction in Fayetteville

The girls up front lied to me to get me to sign up for the monthly subscription. The price for the facial was $79.99. They don't tell you until after your appointment that the price is normally $159.99, which for the basic facial you get is way too expensive. My facial was cut short and did not get all the time alloted for my extractions, which is what I really needed because I added a service That did not make sense to me because why offer add-ons if the original service I'm paying for is gonna get shortened, and you're charging me for the add-on. But I didn't make a big deal, I just went with it. Once my facial is done and I'm checking out, I mention the chemical peel that I talked about with my estetician and some other products that I wanted to buy. So that's when they start talking about the monthly subscription. The price was too expensive for me, but the girls started explaining the perks of having it. So I'm listening and asking questions. I decided signing up would be good. I was told that I get enough points to cover any service I would like to get before my next package comes out next month Fast forward, I called to schedule another appointment using my points. I specified which service I wanted and mentioned several times that I wanted to make sure I was covered for this service without paying any money out of pocket because I paid so much money last time, and also because I was told I had 8000 points which covers anything. They hadn't added my points yet, so she had to speak with the manager, but assured me my appointment was good. The day before my appointment, I get a phone call to verify that I will be coming to my appointment. I again ask questions to make sure I'm covered. But now the story has changed. I'm being told that the peel I want is not covered by points, and I'm like, well, no, that's not what I was told. I asked to speak with a manager, there was none around. I'm telling the lady that if I have to pay out of pocket, I want to cancel the appointment and my monthly subscription and I want my enrollmentfee back. I asked several times to speak to someone who could help me get this figured out. I asked the lady I was on the phone with would there be a manager there in the morning around the time for my appointment. I was told no. So I said I would come up there when one is available and hung up the phone. No where on that phone call did I verify that I was showing up to the appointment. The next day(day of my appointment), I got text messages from Hand and Stone saying that if I didn't show up for my appointment, I could be charged fees for not showing up. Now I'm getting upset because I was lied to, and now they are trying to charge my card for an appointment that I clearly stated I didn't want if I had to pay out of pocket. I call and leave a message. I got a phone call from Sierra, who is a manager or supervisor, I can't remember which one she is. But I'm letting her know the situation. She goes on to say that I was not lied to that I just misunderstood the information. She explains that the points only count towards classic services, and there are only two, a facial or a massage. I explained to her no, that's not how it was told me. I was told that as long as I have enough points, I can get any service. That's what made me sign up, I'm thinking it all works out in the long run. I stated that I wanted a peel and wanted to use my points on the phone while making my 2nd appointment, and I was confirmed again that I could get the peel with my points. So that 2 separate occasions where I was told this. Sierra says ok well I will listen to the phone call. So I'm waiting on Sierra. I want my $80 enrollment fee back. I would not have signed up had I been given the correct information. All my services were paid for, and I do not want any future services with them, so why keep my $80. I am a single mom, a disabled veteran, and a struggling small business owner. Also, they still tried to charge my card for the appointment. They do not care about customers, just our credit...

I was very unhappy with the service I received from your staff last visit. March 20 @ 1pm. I have been a customer for many years paying month to month even during the COVID years. I scheduled my 2 hour deep tissue massage with Andrea. She always does a phenomenal job hence me scheduling monthly massages with her. I understand that emergencies happen. Why was I not notified that Andrea would not be available. Why was I not given the opportunity to reschedule? We have to notify you 24 hours in advance of a change or get penalized (pay a fee). The reception staff member (5 of them sitting at the desk) stated "I'm sorry, I meant to call you". Then in front of the entire staff and customers in the waiting room, stated I have put you with another therapist and I'm sure she will do a great job for you. That kind of behavior put me on the spot. I agreed to allow this therapist to perform my 2 hour deep tissue massage. I was not satisfied with my service. The first 40 minutes of my "deep" tissue massage with through a blanket/sheet. Then my therapist had to take a cell phone call, I have never had a therapist interrupt my service to take a personal cell phone call. She was very polite but kept talking about "I needed to just tell-off whoever was making me so tense". I am an Intensive Care Unit nurse for 25 years, I have had back surgery in the past which I am sure is in my chart if she had bothered to check. I have never had a massage therapist with her technique of thumping and pinching. None of which had the desired effect of a "deep" tissue massage that I requested. I told her my neck and shoulders were stiff and she did not spend more that 5 minutes on them. She used an excessive amount of oil that was running off me at times. She also removed my hairband (without asking) and started running her oily hands through my hair and pulled it to help stimulate she said. After my massage was over, I was not offered a washcloth, towel, or anything to wipe off the excess oil before expecting to dress and exit my room. I am not a confrontational person by nature, so when I exited the facility, I paid my fee and left disgusted. I know I should have demanded to speak to a manager at the time but I was too angry to verbalize my displeasure at the time. Please have a manager call me to speak about this incident. I spend way too much money at facility to be treated like this. This could have all been avoided if your reception staff had simply called to reschedule me instead of guilting me into taking an inexperienced massage therapist "that will do great for me" per the male...

Please note, they took their time, didn't contact me as they had promised even after my follow-ups and didn't resolve my issue. Now after this review they offer to work to resolve the issue. I find this disingenuous.

Original Review:

I am okay with One Star not Zero Stars because Tim is a talented and caring massage therapist. Additionally, Brianna in the office is very nice to deal with and on numerous occasions has fixed mistakes by other office/counter staff.

Tim is difficult to book. I expect this when you find someone good.

In general the place is a mill and the counter staff really does try. It doesn't appear the franchiser provides them with much training.

HERE IS THE PART TO READ CAREFULLY.

They absolutely will push you towards the membership for reoccuring revenue for them. Like gym memberships their terms make it tough to cancel. Be prepared for two to three months billing from your request to cancel.

GIFT CARDS AREN'T GIFT CARDS.

They market the hell out of the gift cards by email and text. You purchase them and give them to friends and they have restrictions on number of visits, their use, etc. Including trying to charge the gift card holder additional funds for the same service you purchased on a gift card they marketed. I have not seen this anywhere else with gift cards you purchase (these are not the 'free' or invite a friend to try gift cards. These are cards marketed at holidays or 'special deals'). THIS IS THE REASON FOR CANCELLING MY MEMBERSHIP. The franchiser couldn't care less...they got money from you and will get a new membership with the next sucker...

MEMBERSHIP CANCELLATION POLICY

At cancellation request they didn't cancel. They said someone would call me in the next day or two. That never happpened. I called again and again. Melonie was supposed to call me. I then stopped in personnally and asked for Melonie to call me as she was supposed to call.

Ultimately, days and days later and after the next billing cycle, they emailed me a link to cancel. Their strategy allowed them to book two additional months. The next thing will be to ensure the reoccuring charges actually...