Hand & Stone Massage and Facial Spa — Attraction in North Fayette Township

I definitely would not ever recommend this place. I don't often get massages because they are such a splurge but I decided to treat myself to a prenatal massage. I found the place online and booked through their website. I received a confirmation email that was full of tiny verbiage that was hard enough to read and sort through that it took me a little while to even find the address the day of my appointment. There were links in the email for forms to fill out ahead of time to save time or "maximize time" as it said, but nowhere in the email did it state to arrive 15 minutes early (like most doctors appointments do) if you can't fill the forms out ahead of time. Nor did it state that time would be deducted from your paid massage to fill out these required forms and never was told to me when I arrived. I was not expecting to be penalized for arriving on time. I spent 10 minutes filling out forms, then another 10 minutes discussing the massage with the tech before she started, and still, she ended the massage 10 minutes earlier then the time I would be scheduled to finish. I assumed there was a mistake and asked the front desk if she was directed to give me only a 30 minute massage when I paid for 60. They said no sorry, the time came from time spent on the forms and that you really are paying for 50 minutes of massage and 10 minutes to talk to the tech. It my opinion it should not be sold as an "hour massage" online then. But either way, that didn't explain why she ended 10 minutes early, which they proceeded to shrug their shoulders at, say that's unfortunate but they are busy and needed the room and them asked me to tip. I ended up paying $135 for a 30 minute massage, that honestly, wasn't even that great. I know that sounds catty, but it's the truth. You pay $10 more for a prenatal massage and get less out of it. The tech never massaged my hands or feet, which have nothing to do with the pregnancy, and when I asked her to work on a pinched nerve in my back, it felt like she was just jabbing her knuckle into my glute which was very uncomfortable. She was very sweet, but it still wouldn't have been worth the money even if I did received the full hour. Anyways, I'm let down by the service itself and thoroughly disappointed and upset by the front desk staff for there lack of response to their misinformation or trying to find some sort of accommodation to the situation. Save yourself time and money and...

I was gifted a gift card for my birthday, but I was so excited to use at the Robinson hand and stone. I scheduled my first appointment over the phone, not knowing it could be booked online. The person I spoke with never actually booked the appointment. So the week of the appointment when I called to confirm, I was told to reschedule. I rescheduled my appointment. But in the meantime, found out I was pregnant. So I called hand and stone and was told that because of their policy I should schedule with a prenatal massage therapist when I was in my second trimester.

I followed the instruction and booked on the phone for February 13, 2024. The person I spoke with assured me I was booked with a prenatal massage therapist. The day of my appointment, actually about five hours before the appointment time, I received a phone call stating that this person was not actually a prenatal massage therapist and they would need to reschedule my appointment again. The solutions that I was offered did not work with my schedule. I explained that I work full-time and I am a mom so it’s very hard to carve out time for myself. I asked for a refund on my gift card, but was told that it could not be refunded with the store, but I would have to call corporate.

I’m incredibly frustrated and upset at this point as this appointment has been moved multiple times because of hand and stone in Robinson. I ended up calling a different location and booking with them. I will never recommend going to this hand and stone location in Robinson. Clearly the staff there does not know what they are doing For their customers. I would also like to point out that if I had canceled the appointment within a 24 hour time., I would be charged a $35 fee. But they once again screwed up my appointment and canceled me same day, and I get absolutely nothing.

Save yourself the trouble and get a massage...

MJ - Asking you again to please call me. The contact information provided in response is the contact information for the main line and the person whose behavior I am reporting. I do not need to talk to them. They are way too involved in this already considering their conflict of interest.

Jenny (manager) is highly unprofessional. I called to cancel my appointment while my grandmother was in the hospital dying. She told me they would have to charge me despite the extenuating circumstances. I do not care about the charge - as part of that went to my facialist, Katie, who is superb. However, the manager was very disrespectful to me on the phone and said “If my grandmother was REALLY sick, then I should go be with her…” she was incredibly disrespectful and condescending especially in such a vulnerable time for me and my family.

Yesterday, I had a massage with Warren. Also excellent. Afterwards, I had the opportunity to raise Jenny’s behavior to her. She has yet to apologize for her behavior. And began trying to give explanation after explanation. Today I called to move an appointment that I needed to reschedule. I had 3+ appointments booked. Jenny picked up and I asked to speak with someone else. She then proceeded to tell me that she was unilaterally freezing my membership and had unilaterally cancelled all of my appointments.

I would not say what she said to me to anyone losing a loved one ever. The only correct response would have been an apology for her poor behavior. But I have known people like Jenny. I am sure she is a bully to her staff and is certainly not well-suited for customer service.

I would appreciate a call from the owner. I think he would be grossly disappointed in management. I have never had an issue with anyone else at this location. But Jenny...