Hand & Stone Massage and Facial Spa — Attraction in Phoenix

Therapists great (thus 2 stars). Spa causes more stress than relaxation. Don't spend your hard earned money here. There are too many better places. New administration? If so, there's a massive need for improvement on customer service. Steve and Craig would never have allowed for this disintegration. I've been paying into this branch's salaries for 20 years and I'm going to share with you a teaching moment on how they treat long-term loyal customers:

(In response to incorrect cancellation paperwork) Unfortunately, as a Customer Service Branch Manager, you made multiple incorrect choices regarding me and my two-decades-long loyal customer account payments supporting the Ahwautukee branch of Hand and Stone. I didn't just walk in off the street last week. I've been supporting your salaries for 20 years.

You do have further choices to make today:

1. Do the right thing and abide by the attached. You do have the power to do this.
2. Press forward as you are by withholding cancellation paperwork from me since March 2024, sending it today, and reaching further into my correction credit card without my permission.
3. Shine as a Customer Service Branch Manager by keeping me as a long-term loyal customer. This option is off the table now for your entire corporation, not just your branch, since you chose to hang up on me today. That is reprehensible.

Please be aware that option 2 above comes with consequences. If that is your choice, I will take further action.

In sum, from a customer service perspective,

1. When I called your branch in March 2024 to cancel my membership due to rate increases, no one made me aware that a manager would be calling to discuss cancellation paperwork. No one informed me to expect a call at all. What I was told was that one more payment would be pulled from my account as per policy. I agreed to this. I was not informed that paperwork would be sent to me for me to sign. No paperwork was ever sent for me to sign. *Please send the transcript of the call to let me know if I am incorrect.
2. I did receive a voicemail from your branch after my call that stated you wanted to talk to me about the rate increases. The voicemail did not state to call you about cancellation paperwork. If you need cancellation paperwork in March 2024 per the contract, you needed to send cancellation paperwork for me to sign. This negligence is on your office with you as the manager. *I had canceled my account. Why would I call back to discuss rate increases? *Please re-send the March email that contained cancellation paperwork if I missed the paperwork request in March 2024.
3. You had your staff push me off from speaking to you today about this matter, finally took my call off hold to address me, insisted that everything is my fault, and then hung up on me. *Reprehensible. Over 48 hours of no response or action correction even after my follow up asking for a response.

Step 1:...

What a disappointment! With every change in ownership and/or management, it has gotten worse and worse. The therapists are still great but management, the check in processes, front desk staff, and fees have progressively gotten worse. This management is the worst in my experience.

I was a member for over 14 years and made automatic payments monthly. I always maintained a current credit card on file. I initially had a monthly membership but switched to an every 2nd month membership when I had a number of accrued prepaid services. Then came COVID. I hadn't been in for a while and, when I resumed massages, had several banked massages plus points accrued to apply toward services. When I booked my most recent massage, I was told I had 1 prepaid massage on file & 9029 points (7000 points for regular massage; 9000 points for hot stone massage).

When I went to redeem my points, I was told I was no longer a member and, therefore, had no points! I never canceled my membership or missed a charge. At some point - without notice - they eliminated the every 2 months membership option. Instead of informing me of an upcoming change in memberships or giving me an option to use my unused prepaid and services within a certain timeframe, I was told "you're not an active member. There are no points on file". Spoke with manager, Melissa, who admitted the membership cancelation was their mistake but told me I "should have noticed" and refused to make any concessions or restore my lost credits. She was awful to deal with and, in looking at the reviews, continues to poison people's experiences.

This spa used to be amazing! I was a member for over 14 years. Steve and Craig - the owners when I joined - were AMAZING! Friendly, welcoming, treated their employees well, and remembered you from visit to visit. They even allowed existing members to stay at the monthly membership fee that was in place when they joined despite small increases over time. Things went downhill for members and staff alike when the ownership changed to Joy. The current owner & regime is the worst yet. Find...

BEWARE: On Sunday September 24th I set a double appointment for a facial at 5pm. The facial was relaxing and well serviced. However, the receptionist Stephanie made my entire experience horrible. I asked Stephanie to remove my credit cards from my profile since I have experienced identity theft. Stephanie refused my request on multiple occasions stating she could not do so under any circumstance. When I inquired if I can delete my profile from their system she stated that I would need to speak to Melissa, her manager who was not available until Tuesday. When I explained to Stephanie that it is only a precaution for me to have my credit cards removed she said that I shouldn’t have to worry about anything since she had her facebook compromised but was able to retrieve it. She attempted to brush off my concerns by instead asking which credit card do I want to keep on file. She knew I didn’t want any credit cards on file so the question was maliciously proposed. When I asked again if she can remove my cards from file she said she can only after I pay for my service. Once I paid for my service she stated she could possibly remove all my credit cards. That response made me feel like we were talking in circles because she just told me she couldn’t remove any cards. I then asked again before leaving why would I need to call the manager Melissa if she can perform the request I initially asked and she said I can’t remove all the credit cards. The attitude and run around we experienced was not expected since we came to this business with intentions to relax and unwind. I do not feel safe with this business withholding my information without my consent and Stephanie refusing to remove my credit card from their...