Hand & Stone Massage and Facial Spa — Local services in Town of Clarkstown

I’ll start off with my horrible experience I had with hot & stone massage, I asked for a massage which as a member I get it for -$85 which I already had paid them, they book me the appointment and continue saying that I can get a facial with it for FREE, cause it’s in the membership package, so of course I said thank you I’ll take it, we spoke 2 times on phone before my appointment about it, and it was clear that I’m getting a massage and a facial for the $85 I already paid in the past, NOW after my sessions, I come out and the receptionist requested me to pay $80 for the facial, me as a good hearted idiot gave her that $80 against my will and against the agreement we had made multiple times over the phone, thinking that she probably had no idea about my agreement I had with the person that made me the bookings, she didn’t understand why I was unwilling to pay, so back and forth.. I paid and left unsatisfied & stressed out, NOW a hour later they call me to apologize but refuse to give me my money back, they knew they messed up and still chose the evil inclination of not refunding me, I told them - you OFFERED me a FREE facial and now you go ahead and take money from me ? They responded saying I can’t do anything about it cause u already paid!

So here’s my message to anyone considering hot & stone massage in new city (and in general) DON’T DO BUSINESS WITH THEM, there dishonest , disloyal, inconsiderate, disrespectful, untruthful, corrupt & unscrupulous people, they’ll take as much money they can from you, threaten to report you to your credit union, and give you as least service possible (instead of 60 min massage it’s actually 44 min). Instead of walking out rejuvenated and happy you’ll be walking out agitated and unhappy.

P.s. I deserve...

Update: February 27, 2020

The manager never called to offer an explanation to how and why my appointment was cancelled. I never received an apology for the inconvenience they put me and my family through. They respond to my review like they care. I send them an email as instructed and still, no response. I’ve never in my life experienced such poor service. Their concern is fake, the managers are non-existent and the service is horrible!

HORRIFIC FIRST EXPERIENCE!! I called to schedule a couples massage two weeks ago for my husband’s Valentine’s Day gift. We are the parents of two special needs children who barley have an opportunity to get out. However, we made arrangements for a sitter to come from afar so that we may have some peace and relaxation with a nice couples massage. I received a text confirmation two days prior to confirm our appointment. I responded to confirm that we would be there. When my husband and I arrived for our appointment, we were advised that my appointment was booked, but his wasn’t. Then they advised that my appointment was inadvertently cancelled by someone in their office and they didn’t have any massage therapists to accommodate us the time. The receptionist assured me that I would receive a call from the manager with an explanation of how this all occurred, but I’ve yet to receive that call. My husband and I were INFURIATED and extremely disappointed because of the lengths we had to go to for childcare just for us to be turned around from a reservation that was confirmed just days prior. They have definitely lost me as a potential long term customer and I will be sure to share this horrific experience with anyone who will listen!! Thanks for ruining our Valentine’s Day...

I was a member of this place prior to COVID and I loved it. The last three months of membership I paid for I lost because of the time that they were closed, I lost the right to receive services for these three months. In addition, I had purchased three gift cards for Christmas for my family which I decided to keep for myself. I’ve tried making weekend appointments since they opened after covid and there’s never a time for a massage... just facials... I was also told that one of my gift cards I can’t use in other locations (what? How does that make sense?).... Fast forward to today, I have major muscle spasms on my lower back and hip and I am in huge pain. I called to make an emergency appointment only to realize how the staff is so unprofessional (and by staff I mean Heather who introduced herself as a manager), laughing under the breath at my emergency, and just not caring or professional at all. I was so upset to be treated this way. I could only imagine who a patient w cancer that comes to the location would feel if they got this treatment.

I called another hand and stone massage place that were so carrying and lovely to deal with.

I do want to add that this person Heather turned out not to be the manager and I even though I asked to speak to a manager, they never reached out. This women should be taught a lesson because other people had a problem w her passive aggressive attitude.

So disappointed because a place like this should be relaxing and easy to deal with. Not rude and disrespectful. I will for sure never go back there...