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

Scummy crooked people who run this location.

I have been a member since April 2024. Life happens and a joyful event happened. I got pregnant and I did not use my membership for a few months. I paid for them. Tried to get some appointments in while I was pregnant but it was not easy due working full time and had a toddler at home.

I had my baby, they charged me again and maternity leave pay is fixed low income. I called explaining my situation. Asking if I could get a refund due to limited funds. Trying to buy groceries and gas, normal primary needs. The manager Kaitlin was always on standby but never got on the phone. Refused me my refund and kept adding little charges when I tried to cancel. I froze it and I started using my 8 packages I paid for at another location and they were absolutely understanding. Which by the way Levittown upped my membership and they saw that saying “not nice people there”. For what reason would you up my membership after I called you trying to cancel? This Bellmore location, I cannot praise enough, very human decent and caring people at Hand and stone at Bellmore. Now mind you, each location is run very different. Levittown, was extremely unprofessional, crooked scummy people.

I called the day before my membership would be charged using up all my packages at the Bellmore location. They wanted to charge me one more time for the following month and that’s the only way I could cancel. I absolutely lost it, I have two babies at home, fixed income and trying to get out of a membership I could not use. I mean, this is inhumane and basically stealing. I’m a customer calling explaining I have no money to put towards this and they still want to charge me another month? A receptionist named Gabby gets on the phone and starts to explain after they just were going to cancel my membership as long as I gave them another months pay, explains to me they don’t do cancellations. Either I sign the contract to cancel with paying them again. Or I’m stuck in this membership loop. Mind you I have a baby in my arms trying to explain and get out of this. Please let me cancel without paying you for a service I cannot use. What if someone was trying to cancel and they got hurt. You’re going to charge them one more month for a service they can’t use? I said I will call the bank and dispute this unauthorized transaction. I have primary financial responsibilities. Gabby the receptionist then said “call the bank” and then hung up. Unprofessional customer service and just not good human beings who clearly have know clue about other human being’s situations. This is a place that services relaxation and stress? Now I understand the previous negative reviews.

Just to let you know, Hand and stone Bellmore does not charge another month to cancel. Never sign up for anything at this location. If anything happens to you, pregnancy, financial problems, injury or medical issues. You will not be able to get afford to get out of this membership. They are crooked unprofessional and heartless individuals. Only caring about their pockets and not realizing their are servicing...

I booked my appointment on the website with no problem. I had to input my credit card information to book the appointment which I did not like. I had a $75 "Spa Week" Gift Certificate to use for my 1 hour massage. I booked the option that said "First Time Customer" massage for $89.95 instead of the regular $129.95 massage because this was my first time. I put the Gift Card number in the proper area and booked the massage. I walk in the day of the massage and hand the receptionist the Gift Certificate to make sure it's ok to use before I go in. She said i was all set, so I waited to be called in for my massage. The massage with Susan was good, but not great. I had no problems with her. I go back out to the reception area to pay my remaining $14.95 because of the $89.95 minus my $75 Gift Certificate, and she says the gift certificate can't be used on introductory pricing as per store policy! So now I have to pay the regular price of $129.95 minus the $75 gift certificate which was $54.95! She told me I was all set before walking into the massage! I asked to speak to the manager and the two receptionists said the manager was not there. I asked if they could call the manager and they said No. I asked again, and one of the girls went to the back rooms to call the manager instead of in front of me! She comes back out saying that the manager said the same thing, that the gift certificate can't be used. I said i would like to speak to the manager myself and they said they would have the manager call me the next day to discuss everything. The manager never called me! They ended up charging my card that was on file after I left the building even though they were asking for my physical card at the desk! So if you book online and have a gift certificate to use, make sure you can use it before you arrive because they said they will also charge you a "no-show" fee if you decide to leave. I'm more upset that the manager never called me to iron out the situation. Maybe the unfriendly receptionist never even called the manager. I will never know. I'm not going back, and neither are the 3 people who referred me. They apparently had bad experiences...

I just had the absolute worst customer service experience that I have ever had in my entire life. I had an appointment scheduled for Monday, May 29 at 10 AM which is Memorial Day. I know my town holds a parade so I purposely left for my appointment at 9:15 hoping to get a cross Hempstead Turnpike. When I got to the intersection to cross over Hempstead Turnpike, the police redirected traffic and said the street was closed for the parade. The police turned me away on both foot and in my car. I called at 9:15 and left a message because nobody was there regarding the situation. I was called back by quite possibly the rudest receptionist who told me I was being charged a no-show fee. When I explained that there was no possible way for me to get across the turnpike, she still insisted that I would be charged a no-show fee even though I didn’t in fact, not show up, I was prevented by forces outside of my control. I was told that a manager would call me back and nobody did. I finally had to call and was told again that the owner charged me a no-show fee and was not backing down. I reiterated that there was absolutely no way for me to get there, and I would like to speak to the owner. I was told that the owner is too busy to call me. I was done accused of lying by receptionist telling me that I changed my story. I reiterated that I did not in fact, change my story she did. The bottom line is, I was physically unable to attend my appointment due to the coordinates of where I live in relation to the memorial day parade. Just because people in other areas were able to get there because their traffic wasn’t blocked is not my fault, and I do not deserve to pay a no-show fee. To be quit honest I don’t see how other clients could have gotten there bc Hempstead Turnpike was closed from Wantagh Ave all the way to Loring Road. I have filed a complaint with the Better Business Bureau because this company would not work with me on a refund. Apparently we are supposed to not listen to police officers diverting traffic or drive through a parade in order to...