Hand & Stone Massage and Facial Spa — Attraction in Winter Park

The worse form of customer service there is, is being dismissed and not being handled with respect. After having a membership with Hand and Stone for a number of and being a previous member in another state I’m not unfamiliar with this chain company (for context). I went to the W.Park location on 11/12/23 to cancel my membership as I’m not satisfied with any of the quality of massages given at any of the 3 locations in Central Florida that I’ve been to most frequently visited location is W. Park. No matter the add ons I still get the basic what I call lotion rub downs not massages. I spoke with a woman who had long eyelash extensions and she appeared frustrated as she was finishing voicing her concerns about something to the other worker before our engagement. I asked about canceling my membership she looked me up and then told me “there’s nothing we can do you need to go to the location you signed up at.” And simply dismissed me. I was shocked by her brut dismissive response. I stood there she then said in a tone of aggravation “sorry there’s nothing we can do we’re all privately owned you have to go to the Dr. Phillips location.” At this point I simply and respectfully ask for the cancellation policy. She blows her breath out as if to be even more bothered by my asking. I kept my words to a minimum yet she kept being dismissive rather than trying to be helpful. She handed me a policy about membership and that had nothing to do with the cancellation. I’m not sure if she didn’t think I would read it however I stated this isn’t a cancellation policy. She blew her breath again and stated “look we can’t do anything you need to go there.” So I stood there again. Now addressing both ladies sitting at the desk, I explained that I’ve been a member before I know there can be a run around with canceling and I do not have the capacity for that. She then offered to call the other location to have them email me the cancellation form as this is something they offer at Winter Park. BUT WHY DID IT TAKE ALL THAT AND YOUR DISMISSIVE AND DISRESPECTFUL ATTITUDE to get to this resolution. Never again can Hand and Stone have my money. A place meant for relaxation and restoring peace in the body and mind creating unnecessary stress and frustration....

The communication is terrible when it comes to cancelling a membership. I requested to cancel due to not being able to afford the membership anymore and I wrote them through email, they agreed to cancel it but I never seen the rest of the email, I only saw the part where it says they will cancel. Come to find out, there’s a form they need you to sign to process the cancellation. No one called me or emailed me again to confirm the cancellation with the form. They have literally been trying to charge my card multiple times but the card they have been charging is not on file and never was. I only used my Navy card at the time of sign up and that’s it. I don’t know how they got a hold of my cash app card information and the lady said it might have removed itself but that doesn’t make sense. Here it is today, I get a deposit form uber and they automatically took the money off my card… I worked days to earn that money for my bills and they just took it. They wake up everyday charging my card $79.95 until they get their money and have the audacity to say that I’m still behind because I haven’t paid for May and June!!??? How am I behind for a membership I don’t have access to???? I’m behind and can’t use the services as a member but I’m still Being charged monthly !? This entire contract shit is a joke and I don’t even have my contract !!! They never sent me the contract with the terms ! This company is a scam and money hungry. I will NEVER come to this again, my first time was definitely my last time. I am very upset and disappointed with this company and its below average services. If you don’t have money for the membership? DO NOT SIGN UP because the moment you do make a little bit? THESE PEOPLE WILL TAKE IT...

I’ve been a member at this location for about 2 years. The service has always been mediocre, but now it’s gone past the point of being an acceptable place to go relax. In fact, it’s been quite the opposite the last few visits.

Upon booking my last two visits, both masseuses were 10 minutes late to the appointment. The first time, they said, “it’s fine, they will make up the time on the back end”. Well, the therapist actually cut the session off 5 minutes shorter than normal. When I spoke with the person at the front desk, she asked if I wanted to speak with a manager. I said yes, and then she told me that he/she would be reaching out. Well, guess what? No one ever did. The most recent visit was today. The exact same thing happened. The therapist was ten minutes late (when the office had actually called me earlier to ask me to try to fill on of their cancellations) and she had a terrible attitude. Her massage was actually really great, but when I confronted the front desk (in front of the therapist) saying that it was 10 minutes after my appointment time, the receptionist (same one as the last time btw) said the exact same thing. “It’s okay, she’ll make it up to you on the back end. The therapist massaged me 2 minutes after the normal time and nobody seemed to care.

I just cancelled my membership with this establishment and would never encourage anyone to go here, and I would definitely stay away from the memberships. I understand that things happen with appointments and that people are late, but can anyone recognize that their loyal paying customers are not satisfied?

It seems like the management is really bad here and stuff rolls down hill. I obviously do NOT...