Hand & Stone Massage and Facial Spa — Attraction in Town of Hempstead

I booked a facial (not my first time with this company) I elected for an upgrade for my booking but felt deceptively led about the total price. I also purchased a product (they tried to pushed 3 on me). I sometimes like to buy their products. They are not earth shattering or ground breaking skin care products by any means. When I paid the front desk girl did not give me a receipt, I had to ask for it. Then when I mentioned I wasn't aware the price I was quoted in the treatment room was on top of the base price (the way it was presented was as a total price, "the x facial is x amount"). The two girls at the front desk didn't even look up at me. I had to reiterate my concern that prices should be transparent and people should be informed, they just looked at me. I don't know if this happens often or if they just didn't have the customer service skills to reconcile the situation. I did not want to make a scene, I just wanted to try to enjoy the remainder of my day.

When you go for a spa treatment you want to feel refreshed/rejuvenated. I left feeling slimy and taken advantage of. I submitted my concern and Stacey, not the manager, returned my call. She attempted to reconcile the situation and apologized (I don’t mean to sound harsh but as someone who worked in customer service for several years I am not sure what type of training Hand and Stones staff receives, if any). They offered me to come back and I can PAY for another facial but they’ll throw in a free upgrade…. Who wants to go back to a place that makes a relaxing experience feel like a deceptive...

I have been a member at Hand and Stone for 2 years I have never had an issue booking an appointment with out a credit card and I have never canceled an appointment without a minimum of 48 hour notice. I have a package available and the spa would not let me book an appointment without a credit card. I did not have a credit card available when I was trying to book the appointment because I have never been asked for one at any other locations. I have been to Huntington, Port Washington, Commack, Jericho, a location in Florida and never had an issue. Also I have booked appointments in Levittown, Rockville Centere, and other locations and canceled within an appropriate time that did not effect their business. I felt the spa associate who answered my call should have been more accommodating, perhaps offer to hold the appointment for an hour and by then I would have been home to call back and give my credit card information, but it seems that at the Bellmore location they do not understand the definition of good customer service and going above in beyond for your customers. Unfortunately they have lost my business and I will go to another location. As well as them losing my friends and...

I truly hate to write a bad review but my experience with Hand and Stone in Bellmore warrants it. I unfortunately had to cancel a 9am appointment right before given my infant daughter woke up sick. I had canceled before a few other times, but with enough lead time. It’s not the easiest thing to get out of one’s house with an infant and working full time. I had provided a credit card with my original appointment. At no time with the other appointments was I told that if I canceled same day I would be charged half for services. Upon trying to reschedule my recent appointment I was told I would be charged half of both services, even though one was a gift certificate. I was told that it was corporate policy and it could not be over ridden in the computer. I completely understand that my cancellation inconvenience an employee but I was willing to reschedule at any time else soon there after. I do not remember at any point being told of such an explicit cancellation policty. I am now being charged $70 even though one of the services was paid. I don’t even want to use my gift certificate at this point but will only do so in the future as it’s a gift from my husband. Terribly...