Hand and Stone Massage and Facial Spa — Local services in Horizon West

Please avoid giving this location your business - worst customer care I have ever experienced post-pandemic, no compassion, consideration, or empathy. Management extremely unprofessional. Long thread of comments ahead, but I encourage you to read about my experience. I paid for 2 massage credits in Jan & Feb 2020, but was unable to use them due to the coronavirus pandemic. I cancelled my package in March 2020 due to quarantine, and a rep from this location named Anna wrote me in an email stating "Normally, you have 90 days to use your remaining services, but we will extend due to the current circumstances." There was no set expiration or timeline in this email, and since the pandemic continued on for months, I didn't think to contact Hand & Stone for more information since I wasn't ready to resume massage services and honestly it seemed unimportant to me at the time given the global circumstances. Fast forward to now, I received my COVID vaccine and called to inquire about my unused credits on 6/22/2021. I spoke with a rep (didn't catch her name) who said the location got a new system, and she would pass my inquiry to a manager for follow up. Nobody called me back, so I called in again today 6/29/21 and spoke with assistant manager Brittany and manager Amy. I forwarded screenshots of my billing statements from 2020 to prove that I had unused credits. Both Brittany and Amy told me they couldn't recover my package credits because too much time had passed, nor could they issue a refund since their new system didn't store the original charges. I was offered 2 new services at half price. I explained that the time passing really wasn't something I should be penalized for due to the pandemic as that isn’t my fault - most businesses in our area are just now starting to lift mask requirements and vaccines are becoming more prominent, I didn't feel safe returning before now. Also, again, their system limitations really aren’t my fault. I completely understand policies and guidelines, but given the state of the world and how we are all trying to get back to normal, my expectation was that my individual circumstances would be considered and that I would either be able to use what I purchased or offered a refund. I was not (and am not) asking for anything for free or asking to be compensated in some way, I was asking to use services I already paid for. Amy continuously talked over me and interrupted me, and kept repeating that all she could do was give me half price. She was so condescending and rude, I'm not sure if I have ever been talked to like how she spoke to me. I ended up asking if there was a corporate email address I could write to with my concerns, and she told me I needed to visit handandstone.com and look for it myself, and then she hung up on me. It left me shaking and in tears. I am blown away by how I was treated, and how there was very little effort for satisfactory resolution. Under normal circumstances I would probably let it go, but I am so frustrated with how I was treated that I am going to continue leaving reviews everywhere I can until someone reaches back out to me to help me resolve this issue. I should not be penalized for waiting to resume massage services until I received a vaccination and mask requirements were lifted. At this point I will never return to a Hand & Stone location on principal. Who else are they screwing over or essentially stealing money from and using the pandemic as an excuse to do so? I am sure many clients paid for massage/facial credits they weren't able to use because of the pandemic. Disgraceful...

I think that tonight will be my last trip to this Hand and Stone, which is unfortunate considering I have enjoyed, overall, their services. My biggest issue with this spa is the lack of transparency in the pricing of their services. A few months back, I went in for a facial (a facial that I understood to be valued at one service, which I pay for monthly). Without actually verbally verifying with me, a service was done and in the end I owed an additional amount.

Fine, I know I am the consumer and I know I could have checked, but I thought I had verified. I accept my fault in the confusion for that scenario, paid my bill and tip and left. It left a bad taste in my mouth so I haven't been back in a few months. Tonight, after putting a freeze on my membership because I haven't been using the services, I thought I'd try a different kind of facial, a facial I'd been told multiple times was valued at 2 service packages. I called ahead and verified, then verified again at tthe salon. My aesthetician said it was "a service + $30" while we were talking about it. When I was done with the service, I walked out to pay and was told that it was actually 2 services AND an additional $30. All in all, is $30 the end of the world? No. But if I've clearly verified multiple times that I am under the impression it is just 2 services, you'd think that someone would have corrected me before tthe treatment took place. In the end, I used the final of my three services that I had banked up, paid the tip and left.

If you are going to regularly up-charge your clients, you have to be upfront when you are doing it and it must be done before the service is performed. It is unacceptable that I would verify multiple times and not once would any of your employees tell me the correct amount until I had a credit card out. It's just greedy and...

I feel little disappointed about my latest experience😔 Even my husband went there to do a facial and massage and had the same experience. I asked for 3 treatments at once (which they offer for facials in 1 HOUR package ), I asked the lady before started if there was enough time. She said yes. Well, before she stared 15 minutes had already passed , and 10 minutes before the hour ended, she finished. Well, she ended up doing 2 treatments ,because “TIME.” And she needed to do some extraction.I told her that I would pay for 2 treatments only. She said OK ,The other situation is that I ended up with a rash around my nose. Where the hell is that rash from? I’ve been doing facials for more then 5 years and never has that type of rash, especially on my upper lips and even close to my nose nostrils😩 WELL, let’s talk about the massage and the lady. The bed I was on ,I did not feel comfortable. I was in the last room at the end (supposedly for “couple” I assumed since there was 2 beds.) The bed only had 1 sheet that was coming out of the bed, and, Jesus Christ, thank God I still have a back and a upper butt. I don’t know if she thought she was doing a relaxing soft pressure, but that lady almost destroyed my lower back. I dont know if she thought she was wrestling. Thanks to the Lord I’m young, because if I was an old person, I think would have some broken bones Lol. Sorry ,I don’t want to leave a bad review for Hand & Stone because its not fair to the other employees or other locations. This was my latest experience. I hope next time it doesn’t happen again to me because I love Hand & Stone....