Hand & Stone Massage and Facial Spa — Attraction in Upper Moreland Township

The 1 star is for the great service that Andy and Stephanie (who has since left to move to NY) have provided me in the past. If I could give no stars to the management and corporate office, I would. During this branch's closure due to the pandemic, I noticed that I kept getting charged despite unavailability of service. I knew that I could probably redeem the unused massages once they reopen but I chose to opt out since I was not sure when I would feel comfortable enough to go back. I called Hand and Stone Willow Grove multiple times to have them cancel my account with the intention of reopening it once I felt comfortable to go back. When I didn't hear from them after multiple attempts, I called the corporate office. I left a message but did not hear back.So I called my credit card company instructing them to not honor any future bills from Hand and Stone. I then started getting emails stating that they were not able to bill my credit card and to call them to fix the issue. Again, I responded via email and phone call but they kept sending me the e-mails. Today I got an email stating that my account has been suspended due to lack of ability to process payments when in fact, I initiated the closure months ago. I am truly disappointed with this place. They don't seem to have the ability to listen to their customers or they just don't care about what their customers have to say. It is sad because I did like Andy and Stephanie but I do not like the business practices of this establishment. I was going to call but I realize that it would just be a waste of time based on their track record with me. I am left with the impression that all they really care about is the money. I understand that this is a business and they need to make money but they also have the responsibility to listen and respond to their clients which is what any reputable...

Here they go again with false advertising and bogus charges. How is it that the massage is $80 but if you use a service that cost $35 they take the entire $80 for that service. They advertise 60 min massage but actually it’s 50 mins because they include your changing out of clothes as part of the massage. Well the last time I went it was 45 mins. NEVER , ever, EVER again with this scam of a place. Save your time and money and go to a real place that is true to their word!

As of today the latest made up story is that I was charged for two services in error by the Cottman Ave location. Ms manager at willow grove claims my review is hurting her location. Well ma’am it should because it was your location where your assistant manager Amanda told me the double charge was your policy. Maybe y’all should get your lies together before you speak to the customer. Also, if I was charged incorrectly, then why wouldn’t I have another service to use today. After I get multiple emails reminding me of my appointment, when I get there then you want to lie and say you called and left me a message. No accountability she wanted to blame Cottman Avenue location for everything then gives me the intake form to fill out and tells me I can pay out of pocket. Real rap I need y’all to stop smoking whatever it is you had because the delusion is ridiculous! Another dispute with my credit card company and this is one business I would not be sad to see falter because...

I’m in a wheelchair, I have a tracheostomy and a ventilator. I was supposed to get a facial on 04/18/2024 at 2:30pm, I got checked in then an esthetician name Paige came out and brought me to the room. Now since I’m trached and vented I have to have a nurse with me all the time and I have an oxygen tank just incase I need it. When I got on the table Paige kept asking about the oxygen tank, ventilator, which my nurse and I explained to her multiple times, then asked if I have a medical condition, and said that I needed a doctor’s note it’s our policy. I’m sorry but since when I need a doctor’s note for a damn facial and if it was the policy then why didn’t anyone said anything when my appointment got scheduled and when I checked in. Then she literally went out and talked to the manager, and she came back just saying the same thing like I’m retorted. I will say that she did asked me if I wanted the manager to come in but I said no because I had enough. When I got off the table she said when I have a doctor’s note then we can reschedule but now I don’t want to because to me it just seemed like she didn’t want to do it. I feel offended, feel like she was being rude and ableist. I do get that when people see all my equipment then they get scared and that’s totally understandable but she could’ve said that she wasn’t comfortable with doing the facial and just reschedule with someone...