Hand & Stone Massage and Facial Spa — Attraction in High Point

*If poor customer service was a person, it would be Hand & Stone *!!

Do NOT sign up for this membership unless you want to be stolen from up close and personal!

This company steals from their customers and they will punish and gaslight you for their incompetence !

This company also creates obstacles if you want to speak to a live person at their corporate office. It's like calling the credit bureau attempting to get a live person, you can't (unless you know the da vinci code to get through to a live person ).

Since you all are hard to reach, here goes this PSA! Keep your apologies! I'd rather have my money returned to me that you all stole because you are so greedy & desperate that deceptive business practices is your new side hustle disguised under "missed appointments" when in fact the membership was canceled 3 days prior !

I called to cancel my membership (3 days prior to this appointment that they said I confirmed but I had not confirmed anything ). The person who answered the phone energy automatically shifted once I stated "cancel membership ". She caught an attitude, speaking in circles then informed me that membership cancelations take 30 days and that someone will be calling me back to discuss my cancelation. I said what!? I am calling to discuss this now not later.

So she gets really upset telling me that she doesn't know when someone was going to call me back. So I waited two days later. I called and this new girl told me that someone would call me back to cancel and that I would have 90 days to use my final service (she called me back a few moments later to confirm that my membership indeed had been canceled already so I'm like ok). I get a text message around 145pm telling me see you at 2pm for your appointment. The reminder and appointment was given the same day 15 minutes apart (keep in mind, the girl confirmed just that a.m that my membership indeed was canceled and I had 90 days to use my final service).

I called this (High Point, NC) location like why do I have an appointment if I canceled my membership 3 days ago and I talked to someone this a.m who said nothing about an appointment (neither person said if you cancel the membership it doesn't cancel your appointment). This new girl (the 3rd girl) told me that canceling my appointment is not the same thing as canceling my membership.

I said WHAT? How was I supposed to know that?! So on top of poor customer service and major ego flex, 3rd girl continues with "well the service provider has to be paid so what we can do is use your last service for todays missed appointment".

What ?!?! why should I pay for your poor customer service, attitude, incompetence without providing a service?!

She charged me anyway for services they did not perform!

Hand and Stone also attached a membership increase to my account . Communicating to me after the fact "o by the way we went up on our membership". What happened to asking me before hand vs just helping yourself to my money ?!? The arrogance is unreal and can't be tolerated over here!

If you want poor customer service, incompetence, deceptive business practices and to be stolen from , use Hand and Stone Massage and Facial Spa , you hear ?!

If you want to be in a toxic, one sided situation-ship when it's time to part ways, sign up for unaccountable partners, stolen from and gaslit!

They will...

On my Mom's 76th Birthday, she called me from the reception area of Hand and Stone after her facial was over and told me that the gift card I gave her wasn't working. Basically, they were not honoring a gift card that I had purchased online that morning- That they told me to purchase while I was on the phone with them. It was purchased from their website. Not a groupon or a deal website- their own website. Showed them the emails and bank transactions, but they still felt the need to keep her there.

I then drove down to the location to see what was the matter and am amazed at the judgement of management and how they train their employees. I know we all just opened back up and we're getting back out there and some things may be a little rough starting out. I get that. There are just certain basic things your employees should know how to do. One of those things should be all the different types of payments you accept. Also conflict resolution and the true cost of an unhappy client.

If you see a gift card that looks like one of your gift cards, just take the person's word for it and figure it out later. Don't fault the client based off your janky gift card system.

Why would you make my Mom wait there 20min+ for a resolution? It was a $100 gift card and she used $60 of it. It would have been right to send my mom out the door and deduct the money later.

Over the phone, prior to purchasing the card, I talked to an employee that told me that there would be a consultation and at that time, they would recommend an addon for my mom. I imagined my mom getting the real queen for a day treatment on her bday. Hundred bucks just on the face! I was really excited. I talked about that with the lady over the phone and booked her an appointment. She then told me to purchase a $100 card and that everything would be set.

Nope- that didn't happen. they checked her out with the cheapest and quickest facial with no addons, when I was pretty clear that I wanted the facial to have an addon. That's why the $100 card was purchased and not a $60 one.

The expectations and reality were so far off on this one.

I ended up just paying for the facial and leaving. All we were doing was standing there while the employee called different people. The lady made about 3 phone calls to different people and couldn't figure anything out. I will dispute the gift card with my bank because these guys don't even know how to refund a gift card balance.

Total let down and disappointment.

I asked my mom what she thought of it and she wasn't a big fan of the facial either. they picked out a few blackheads and rubbed her face with different creams and scrubs and told her she had great skin. no LED stuff, no microderm stuff. nothing.

Update: Never refunded. I filed a dispute with the bank today. Reached out to the person below but never got a return call or message back. Someone said at one point that both my credit card and the gift card have now been charged. total waste of time...

REQUEST A PAPER COPY OF THE CONTRACT....Take it from a senior citizen, I suggest you make sure before you take the tablet that Hand & Stone will place in your hand, that you request a paper copy of the ASSUMPTION OF RISK, WAIVER & RELEASE, that you are about to sign, because their policy gives you NO room for error, change of mind, mistakes, misunderstandings or just realizing before the appt, that something is not healthy for you. Because they gave me approximately 10 minutes to go over a list of contraindications (medical conflicts) on a 7 page I-pad contract which inconspicuously included you to sign, initial, COMPLETELY give up "ALL" RIGHTS, ABILITY TO SUE, RECEIVE REFUNDS, EXCHANGES, RETURNS, TO COVER THEFT OF PERSONAL BELONGINGS (even if they locked up), TO TAKE FULL RESPONSIBILITY FOR ANY & ALL INJURIES OR DAMAGES OR AGGRAVATED BOO-BOOS BY ME WHILE RECEIVING THE SERVICES. I had a consultation, scheduled a visit, assumed that these people had morals & cared. Well, not so, after the day of the appt. & requesting that "paper copy" I took home over the weekend & realizing this nightmare of a contract, and telling them that I seen NO WHERE in the waiver that a benign biopsy was an exclusion or a contraindication(medical conflict), they STILL wanted to charge me for half of a visit ($100) plus the $40 appt fee. The same appointment that I DID show up for & of course which never happened. PLEASE, I BEG OF YOU, THESE PEOPLE DON'T CARE, SO, IF YOU GO, GOT THE MONEY TO RISK YOUR HEALTH, be prepared to never expect a refund, compensation or even COMPASSION. However, they would love for you to sign a release for photographs of your body for their continued advertisement and financial advancement. Regarding the staff, Meagan needs to find another line of work, because she lied about me cancelling my appointment. When confronted, all they could say was, "we have it on tape", So, I just asked to bring the tape out, let me hear the conversation. But no, Priscilla (Manager) wouldn't dare bring that out. Final outcome: REFUNDED/CASE CLOSED. NO WEAPON FORMED AGAINST ME SHALL PROSPER!! ISAIAH 54:17 Hand & Stone.....hook-line scammers. Mrs. Cathey, ...