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

Zero stars! Made an appointment for a massage in Feb. w/ the GC I got for Christmas. I had to wait 2 months for Raheem cause that’s how booked out he was. Got a call from their front desk the day before my appointment saying they had to cancel and the next available is in October . I asked the girl if she’s serious cause I was soo shocked I had to wait that far out for a reschedule. Requested to speak with the manger who was not available and called me back 3 days later. I explained how ridiculous it is to wait that long. She said she would see what she can do. Fast forward to a week later I called cause no one followed up and I got hold of a different manager who was able to give me a date in April after I explained the whole fiasco. She offered a different massage therapist but I’ve used others before and I did not like how they massaged me so I stuck to who I used that I liked. Got a call in April saying they cancelled me again. I used to get massages and facials here about 10 yrs ago but stopped because of the awful customer service experience. If it wasn’t for the gift card I received from a friend, I would NEVER USE THIS PLACE. We are now in August 2024 and no one has called me back to follow up to reschedule my appointment like the manager said she would in our last conversation in April. I can’t be the one constantly chasing these ppl down to fix this situation. This is literally their job to ensure customer satisfaction. Oh and By the way they don’t do refunds even though they cannot fulfill a customer’s request/service. DO NOT DO BUSINESS HERE AND DO NOT GET THEIR GIFT CARD PROMOS FOR FAMILY OR FRIENDS. WASTE OF TIME AND MONEY. Very aggravating and disappointing. I was hoping after 8 yes they would have gotten better. It turns out...

I have been a customer almost since they first opened. Unfortunately, due to covid I was not able to come in as I have a medical condition which put me at extremely high risk of developing serious complications should I contract COVID. In fact, I was at such high risk that my employer allowed me to work from home for the entire year. Additionally, I was not able to go shopping so all of my groceries were delivered to my home. I just went back to work last month. I called today, excited to finally be able to get a long awaited facial. Liz, the store manager told me that I am unable to use my gift card as it has expired. I tried to explain to her my extenuating circumstances and even offered to provide proof of my medical condition and the fact that due to my condition I had to stay home until last month. She did not care to hear it. She just said that they extended the cards for 3 months and that is all they were willing to do. I understand that there are rules and policies. However, considering that this was the worst health crisis this country has ever seen in my lifetime, coupled with the fact that I have a medical condition where I my doctor said I couldn't even go to work, I would think that an exception could be made for a long time loyal customer. It is unconscionable that, after all we have been through this past year and a half, this company would make me decide between losing out on facial that I paid for, or putting my health in jeopardy. It is obvious that (at least the Commack store) Hand and Stone massage cares more about their bottom line than their loyal customers. With all of the choices for facials and massages, I will be taking my business, as well as the business of my many friends and...

Terrible and stressful experience. I found out that these storefronts are franchises and their methods are different compared to others. For example, I had unused credits that I paid for from prior months and my cancellation paperwork confirmed it as well but by the time I tried to use it, they actually took it back without explanation. In another prior incident, they would not credit me the discounted gift rate for a gift certificate I purchase due to an online glitch that did not let me sign on as a member even after they found out that they took my email address down incorrectly - it was a frustrating experience being redirected to the same erroneous that they caused. Then when we made an error in scheduling to use the full price gift certificate, we called before closing but NO ONE picked up. By the second call, we left a voicemail. Our call history showed it but management did not credit us for that either. So if you are already stressed out THIS IS NOT THE PLACE FOR YOU. The administration will undo any good that their services provide. I would rather pay more elsewhere than be robbed here.

UPDATE: I did discuss with your staff then I waited for you to call me back. I eventually decided to cancel and you were perfectly fine with it. I didn’t know you were going to rob me of my credit too. I wish you spoke to me about doing that instead i found out that you took the credit that I already paid for when I restarted my membership with another Hand and Stone not affiliated with you. These were 2 very specific cases to my account. Is it possible that you’ve done this to more than one customer? TERRIBLE experience with your place and by posting I hope you NEVER do this again to...