Hand & Stone Massage and Facial Spa — Local services in South Hill

Posting this after nearly two weeks to reflect on the situation. I am not one to write negative reviews normally because I know how important reviews can be for a business. With that being said, my visit to this Hand and Stone two weeks ago was absolutely horrible. First, I received a text saying my appointment time was changed to a later time by 15 minutes. Ok that’s not the end of the world. Then shortly after that I get a text asking if I can come in an hour early because they had an opening. I went ahead with this because I could but it was not ideal and not the time I scheduled my appointment for. When I get there, I find out I am seeing a different esthetician than who I scheduled with. Disappointing but again I understand that happens sometimes. I use the restroom before my appointment starts, no toilet paper anywhere in the restroom. I told the esthetician and she walked me back to the room. She didn’t ask me about what I’d like worked on and basically left me to get on the table. I assumed that was just so she could tell the receptionist that the restroom needed toilet paper. What should be maybe 5-7 minutes for me to get settled on the table before she comes in, ended up being almost 15 minutes. Then she started my facial and after putting two products on my face asked if I had any allergies. Then shortly after that she said she forgot to grab serum so she left the room for an additional 8ish minutes. It should take maybe 2 to get something from the front. During the service she didn’t explain anything. Now I did ask for a silent facial but I figured there would be some explaining. She never asked if I wanted any extractions and never looked at my skin under the lamp. On top of all of that, my facial ended 10 minutes early. She mentioned towards the end that my original esthetician called out so she had to pick up extra clients that day which is why she was all over the place. I understand but also I’ve had many facials there over the years and also work in the same industry so I was disappointed and knew I should expect more than what was provided.

When I went to pay, I was using a gift card I purchased a few years ago that was for the value of a massage or facial. When I was in a month ago, this was no issue. The receptionist applied it and I was good to go. This time though the receptionist said it was only worth the price I paid and I needed to pay the difference. When I told her I would not be paying anymore than the gift card she texted her manager. I stood there, mind you I’m 9 months pregnant, for 15 minutes before she tried contacting her manager again. Then I told her to apply the gift card and to have her manager call me to sort out the rest. She told me she could not let me leave with a balance on my account. At this point there is a line of 3 other clients waiting to be helped and she didn’t offer to help any of them. She was calm and collected during the entire thing but after a half hour the manager finally called and applied the gift card as it should’ve been.

Like I said, I’m 9 months pregnant and this was my last form of self treatment before baby and it was anything but relaxing. I went home and cried because I was so frustrated by the entire thing. Terrible...

First before I go into my rant: I want to say that Mary was my massage therapist and she was AMAZING. I like to call her Magical Mary..... However, the company she works for is not.

Last month I was sold the membership. I weighed this carefully as I was looking for a spa that had licensed massage therapists. I specifically asked them if they were willing to produce and invoice and relevant information so that I could seek reimbursement through my insurance company and file the claim myself. Attached is the claim form. This is the form that I fill out NOT an employee at Hand and Stone.

I contacted Regence, and a representative walked me through the process. They said they were familiar with Hand and Stone and had reimbursed customers for paying for massages there before.

They explained that Hand and Stone had to provide the following:

1. A tax ID number
2. An NPI number
3. The procedure code on the invoice

I would take care of all the other steps. This was all I needed from Hand and Stone. I was promised when I signed up for the membership that this would not be a problem.

About 15 minutes ago I was contacted by the manager who informed me that they were not WILLING to provide me with this information. She said I was welcome to cancel my membership immediately.

I was lied to in order for them to make a sale. The practice is dishonest and I will do what I need to do to warn other potential consumers. Totally unacceptable.

Regence is a very large insurance company. Hand and Stone would not have lost any money as I pay up front. There is absolutely no excuse for me not being provided that information. There is no financial incentive for not providing this unless Hand and Stone is knowingly practicing false advertising or is committing other illegal fiscal practices of which the IRS would be alerted to.

It is regrettable that I spent almost $200.00 of my money on a place that provided me with something they could not deliver. TIME TO GO TO MASSAGE ENVY? Do they do the same thing? Or maybe I have learned my lesson and won’t be fooled again...

Updated.⭐️⭐️⭐️⭐️. I was contacted very quickly after postings this. I am happy they found their error and were able to correct the issue. Sarah was able to help fix the problem and I am looking forward to going back there. I appreciated the call back and the effort to make the problem right! I hope to continue doing business with Hand and Stone.

Original post ⭐️ I am super disappointed in this place because of the reviews I have seen that are similar to my experience. I signed up for a membership but due to COVID-19 they closed down which is completely understandable. unfortunately they would not return phone calls in the past even when reopening. They charged to my credit card for multiple months $$$’s without notifying they had opened back up and decided to start charging my card again. I than called and asked to at least use the amount that was charged towards services. At first I was told I didn’t have any credits.. After telling them I hade my cc statement infront of me they said “oh well you have two credits(services)”... then I repeated the information and again stated that they had charged 5 months worth of charges they then stated they changed their system in the summer of last year so they couldn’t see what I was talking about. I let them know I would be happy to show them the credit card statement they had been charging. They then got the assistant manger on the phone and then she stated she would talk to her manager who would give me a call back hopefully sometime this week.. Being a manager for over customer service for over decade this is not the way to run a business. . I will update this review if they correct the mistake but I am starting to feel this is their way of doing business. I am so frustrated that something that was suppose to be a good long term experience is not and they just cared about taking advantage of people during a pandemic. Do yourselves a favor and go somewhere else. This was at the Puyallup location but the manger they spoke of runs a...