Hand & Stone Massage and Facial Spa — Attraction in Lehi

I bought a Groupon for a one hour facial + one hour infrared sauna session a couple months ago, and I called, hoping to book within the week. No one answered, so I left a voicemail. I didn't get a response for four days, so I called again the following week. They didn't have any openings that week but booked me for the following.

I normally never really reschedule, but I had a work schedule conflict and also got sick another week. Both times I called, no one answered the phone despite it being during business hours. Some days, I would call every hour to see if someone would pick up, thinking they're just bad at checking voicemails regularly. This was not the case either -- I have never encountered a spa that doesn't have someone pick up throughout their whole work day.

Jennifer was usually the person to pick up. She is friendly and rescheduled me when I needed to, but you never know if or when you are going to get a hold of someone. There were times where we'd speak then she'd call me back following up on a voicemail, not having any idea we had already spoken within the day.

I was finally supposed to come in today (I confirmed via text yesterday morning), but then I received a voicemail from the spa yesterday at 5pm, less than 24 hours before my 3pm appt today. She didn't leave her name (it wasn't Jennifer), but she said that the facial esthetician, Susan, was going to be out. Fine I guess, but then she says that they went ahead and cancelled the appt. I'm thinking, why didn't you just offer to reschedule me?? Then she says that I should just contact Groupon to get a refund and then closes with saying that the spa may be closing (permanently). They didn't ask for a call back, so I didn't.

I contacted Groupon yesterday but so far have only been able to get a credit, not a refund. I'm super bummed because I can't really find any other good places on Groupon to get a facial that are within a reasonable distance.

Surprisingly I received a text from the spa this morning (pictured) asking if I wanted to come in earlier for my scheduled facial.... uh, what?? I wasn't sure if it was another automated text like they've sent before, so I asked, to which they said no. I told them about the voicemail I had received the day before, and they said the person who left the voicemail must have been mistaken. They didn't offer any sort of discount despite the hassle and contradicting communication, so I declined coming in at all.

I really want a facial, but it doesn't seem like they have their sh*t together. Sloppy service. Disappointed. I guess I'll take it as a sign I should stay away...

Made an appointment for the infrared sauna (our first time ever going to use one) with my fiancé, when we got in, the front desk lady was very nice and very helpful. She took us back and showed us how to use it. BUT when our session had about 4 minutes left on the 40 minute timer someone knocked quietly asking if we were done. She told us we only got 45 minutes, so we said okay and got out and started to get dressed. We were fully dressed just about to leave when someone BANGED on the door! I opened it and a man YELLED right in my face screaming “GET OUT”. I was in total shock, we went over the time maybe 10 minutes! On accident! It was our first time there, and they never explained how quickly we needed to leave! The man followed us to the front and YELLED again “Do you not understand what 45 minutes means?!” The nice front desk lady who helped us was sitting there and I looked at her asking if we had done something wrong and she admitted to not fully briefing us that we needed to leave quickly after the sauna and apologized. And we explained to the man that there were options for time and heat and we thought we could choose. The front desk girl apologized to us and him for not explaining better, HE AGGRESSIVELY HIT THE BACK OF HER CHAIR SHE WAS SITTING IN AND SAID “cmon” like she should know better. And then left and walked into the back. No sorry. No explanation. Nothing. She apologized to us and told us not to worry about paying and said we could leave. It was a absolutely the most terrible, HORRIFYING experience. He screamed right in my face and I left the spa in tears cause this man had just assaulted my fiancé and I for staying in the sauna 10 minutes over to get dressed. I do not recommend this place and would honestly like to find out who this man was and see him fired. A total lack of customer respect and even for the employees there. I would be scared to...

I hate to write a one star review for a company that I highly recommended for years. I was a long-term member who was very happy until two locations closed very unexpectedly. It is my understanding that the franchise owner is to blame for whatever happened in Sandy and South Jordan. My disappointment lies in how the corporate office has handled the situation. Lehi has refused to honor the credits on my account and I have had absolutely no luck working with the corporate office. I have made several calls and left voicemails without reply. I sent emails and received replies that basically allude to the company waiting to resolve issues with the franchise owner before resolving problems with clients. This is unfortunate as one of the reasons I had a membership was due to the reciprocity clause that states that membership credits can be utilized at ANY location. Therefore, there I can find no reasonable explanation as to why my credits are unavailable for use in Lehi. When attempting to obtain an explanation or resolution to the problem (a refund for unused credits would be an acceptable alternative), Carlos Guzman, the president and COO of the company has failed to reply. Sadly, I can no longer recommend this company as they have failed to fulfill the terms of the contract, refund my money (approximately $200), or even properly communicate.

Updated to address owner response: If you choose to buy into a franchise that offers credits to be used at ANY location and your website states that memberships are valid at ALL locations, you should honor...