Hand & Stone Massage and Facial Spa — Local services in University Place

I will not be attending this place ever again. I did not receive good service all the way around. The massage therapist ran out of time and was not able to complete the full service as requested. She even mentioned to me she did not do a good job but the owner said each massage is subjective and my concerns does not matter. He made every excuse to dismiss all my concerns. When I asked the therapist for firmer pressure, she continued to use light pressure. The manager was rude and unpleasant, the owner was also rude and they did not help to resolve my issue. I told the massage therapist that I wanted a mini Himalayan stone for 15 dollars but I was charged a full 30 dollars for this service, they also took away the quarterly special and charged me an additional 10 dollars for the aromatherapy when they originally waived the fee for this. I also had enough points to cover the visit and I even had packages to use that I gain each month as a member and they refused to honor that. I normally attend Lacey Hand and stone which I have been going to for over 2 years and they are much better in customer service and treat their clients with dignity and respect. They have no problem ensuring their clients are receiving the right deals and being treated fairly. They also apply any packages or points so the customer is getting a good deal. I received nasty passive aggressive emails from the owner and manager of the hand and stone in Tacoma. They are very rude and unprofessional. They basically dismissed my complaint and decided to not issue the 15 dollar refund. They put the blame on me and defended the therapist. All I asked was for the 15 dollars back as I was charged for a 30 dollar service when I told the therapist I wanted the 15 dollar mini salt stone service. She did not honor my request and I was charged 30 dollars instead. They refused to use any packages or rewards to accommodate me as a member. I will never ever attend this hand and stone in Tacoma ever again. I am sticking to the place in Lacey. They are so rude and unprofessional. Please do not go here. They will not treat you right or attempt to correct their mistakes. The customer does not come first according to them. They are not valued. They also stated that mini salt stone are not apart of the special but it does not explicitly state that on the quarterly special sheet, it says salt stones and hot stones are apart of the special. See the picture below. They are very deceptive and just do not want to do what’s right. I will never come here again. They also accused me of wanting free services when they waived the special of 10 dollars for aromatherapy and then removed the special charged me the full price. I am reporting this building to corporate. I also wanted to add that the manager Chelsea was so rude and unaccommodating, it is clear she does not care about her customers and their satisfaction. She was argumentative and unprofessional. She should not work in customer service. This has been the worst experience at Hand and Stone!

I also want to add that they are not telling the truth about the mini salt stones not having the aromatherapy upgrade. I called in and spoke with Isaiah and he said the aromatherapy upgrade applies to both the mini and the full salt stones. The manager Chelsea made this decision because she was petty and had an attitude that I complained about the poor service I received and that I was not charged for the right service. When I called in today to follow up with what he said, she screamed at me you are band from this place, never come back again!! GOODBYE!!! Then she hung up on me. I reported her to the owner and to corporate. She needs to be fired. I will never ever come to this horrible business!!! They are racist and discriminatory against people of color. They are only treating me this way because I am black. I will be filing a...

I was in the hospital sick with Covid when I called Hand & Stone University Place and asked to have my account cancelled in April of 2020, knowing that I wouldn't be able to use any of the services available for the foreseeable future due to how ill I was. I thought everything had been handled but due to cognitive confusion caused by long Covid while recovering, which I own up to, I did not follow up further. This week I was digging into my bank account to set up an auto payment for another account, I realized that there was a credit card that I had listed for Hand & Stone UP that had been receiving a charge each month and was being automatically withdrawn on autopay...since 2020. I immediately called to find out what happened. I was told that any cancellation would need to be filled out by form, so they would not have been able to cancel my account over the phone - which makes no sense as everything was shut down then so how would they have required me to come in to fill out a form?? I explained that that was not ever expressed to me when I had called during the pandemic, but was told that there was nothing they could do for me. I said I needed to cancel services, still completely in shock they had no intention of doing anything to rectify the situation since they had taken over $1800 for services they now knew they were never going to have to honor or perform. They told me I needed to come in to fill out a form to cancel, I advised that I have since moved out of state to live closer to family during my recovery of long Covid. They said they could email me a cancellation form, but in order for it to be processed, it would have to be signed and emailed back same day by 8pm and that they would also subsequently be charging me another $80 for cancellation...meaning, to click a button. I said they had already fleeced me for over $1800 for absolutely no goods or services rendered, and that I needed to speak to someone else before I received another charge for nothing at all. I was told there was absolutely no one else I could talk to, and that was when the person on the other end of the line became smug, even laughed as the call was ending. They found it amusing that their company has predatory business practices. You know the type of person I am referring to, the kind that finds it comical when they get to inform someone that they have been screwed over and that there is nothing that will be done to help. The kind that revels in someone else's misfortune at the hands of their employer. The lower middle management power tripping type. How petty and gross. Seek help.

So all in all, avoid this company with every fiber of your being. You can't cancel unless you jump through hoops, if you happen to finally get to the proper process to cancel, they want another $80 to do absolutely nothing for you. If you are looking for an ethical and customer friendly oriented massage spa to do business with, keep looking, this one...

When I scheduled my appointment I was told I needed a card on file to hold my appointment time. I called twice, days prior to my appointment to ask if I could switch my card on file. Both times I was told to switch it the day of my appointment. I had no idea that they were holding my card in case I canceled and not to hold my reservation. I did not find that out until I actually arrived to my appointment. I arrived to my appointment, 25 to 30 minutes early to switch my debit card. I was told by the receptionist at the front desk that I’m not going to have to pay until the end so to switch my card once I’m ready to pay. before I could lay on the table the spa ran the debit card that I tried to remove two times over the phone and once 25 to 30 minutes before my appointment. After my appointment was over, because I called them while I was in the back on the table asking them why did they run my card? They refunded my money and ran the services from a different card. 48 hours later the refund was taken back. I called the spa to try to get the situation resolved figuring this must just be a simple misunderstanding and the owner had an attitude put me on hold and hung up on me while I was on hold. I called back about 17 times and she did not answer the phone. I finally went up there with my receipts, and my proof of payment from my bank statement, and the owner told me that my receipts did not matter, she accused me of trying to get free services from the spa. I knew by the way she was looking satisfied that I was not going to get anywhere with her, and all I could think of is how many other people did this lady rip off to pay her mortgage. I’d like to be a cautionary tale to not support this place of business running my card 48 hours after my appointment when I’ve already paid is technically considered theft she was so focused On me of wanting “free services”, that she failed to realize that I Recorded the whole scenario. I was able to work with the Better Business Bureau as well as my bank to obtain my funds back, but it is the principle there are so many people that work two jobs just to have one spa day a year, and no one deserves To have their debit card information stolen from them when I left the spa, I was told that my debit card was completely removed off of their file, so how they obtain that information is beyond me. I really feel bad for the lady who provided me services because I had every intent on being her regular. I wonder how many regulars they have lost due to the unprofessional, greedy nature and criminal mind of the owner. I will never take being robbed lately, and this business stole my debit card...