Hand & Stone Massage and Facial Spa — Local services in Manheim Township

I booked an appointment for my husband a week and a half in advance. We received an email confirmation as well as a welcome email from Hand and Stone. I received a phone message 5 days before my husbands appointment about the online system kicking our confirmation credit card back (please note it had nothing to do with the numbers or the card). They had called and left 1 message. It took me 2 days to call back due to my FIL being in the hospital(hence the reason my husband could use a massage). When I called, they had no record of my husband in the system and told me the “system” kicked his appointment out. After calling and trying to understand I was told that it was there policy that if after 2 phone messages and no call back they cancel the appointment. I have my phone record and they called 1 time! I also was told that they had no openings left and then suddenly there were some appointments available in the morning. The lack of customer service was HORRIBLE and the system doesn’t work!! If I receive I confirmation it is a confirmation meaning it is CONFIRMING that I have an appointment. We decided to take our business elsewhere. We were going to sign up for the membership program but they completely lost our business after...

I purchased a "sweetheart" deal for my boyfriend on Valentine's day for a couples massage. He's a surgery resident so constantly working 36+ hour days and he was so excited to get a massage. When I booked the appointment, I mentioned it was a couples massage and even gave them the gift card number which clearly stated it. Then, we arrived for the appointment and I clearly stated we had a couples massage and he was on his way and they said that was okay. Then, when he arrived (after he just worked overnight) and they took just me back and said he had to wait for his. I was already annoyed because I was confused why we weren't going together, but let it go thinking maybe they'll do ours separately. After the 60 mins, I went to the front and noticed he was still sitting there. They said he had to book his separately and it'll be on the same gift card. 1. WHAT is the point of a couples massage if you have to book separately, 2. WHY did no one tell me this after both scheduling and showing up, and 3. I was extremely embarrassed since I got the gift FOR him and I ended up making him sit and wait as I got one. We are cancelling his massage and I'm going to lose $250 due to this and book elsewhere. Was super frustrating and upsetting how the salon...

My husband and I are in the Lancaster area for our 10 year wedding anniversary and decided since I have been a long time member of Hand and Stone in south nj we would book a special couple massage for the occasion. Unfortunately we hit some traffic leaving dinner and I called and told the girl and the desk that we would be 15 minutes late and asked if that would be a problem. I understand the booking situations and wanted to make sure before we traveled out of the way. I was told "your two therapists have no one after you so you are perfectly fine take your time." We still hurried and pulled in about 10 minutes late. As we pulled in she calls me back and says actually someone now booked the slot after us and we could pay full price for half the time or be charged half the service for canceling. Aweful customer service. At least tell us that was a possibility before we hurried 25 minutes from where we are staying when you originally said it was no...