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

As of today I have been waiting to hear back from the Spa Manager Cassie (or ANYONE in this organization) for 50 days, since October 2nd, regarding a refund for my account that was cancelled. I have called 4 times and even went there in person once to try and have this resolved. I never received a follow up call or anything to tell me what is going on. I have never in my life received such horrible customer service. Do yourself a favor and do no go to this location! I cancelled my membership a few months ago. On 10/2 I noticed a charge for $79.95 on my bank account for the membership and called immediately. Receptionist apologized for the inconvenience, said she was going to make a note for the Spa Manager to refund the account and AGAIN cancel my membership. Over the next few weeks I hadn't given this much thought until on Monday 10/30 I wake up to see another charge from Hand & Stone coming through for $79.95. I tried calling the store for the first hour they were open and it kept going to voicemail so I drove there. Again, the receptionist was very nice, said she was the one I spoke to the last time I called and apologized for the mix up. Said she had cancelled the membership last time so wasn't sure why another change came through but assured me this time that she had canceled and she was going to request a refund for the most recent charge, but because the one from 10/2 is now over X amount of days ago (not my fault because I called IMMEDIATELY) they have to escalate up to corporate and then I will receive my refund. I forget this receptionists name but she said the Spa Manager was not in today but she will leave her a message and personally follow up with me later that day. Two days went by and I hadn't heard from anyone so I called on 11/1 to follow up. Spoke to a different receptionist who agreed with me that this is completely unacceptable to be waiting this long JUST TO HEAR FROM SOMEONE about my refund. She told me she was also leaving a note for the Spa Manager to reach out to me. Two more days go by without a word so on Friday 11/3 I called again. I am beyond frustrated at this point. Spoke to the same girl I had the previous few times and she told me the same thing she keeps telling me, "it needs to go through corporate since the transaction occurred so long ago and there is nothing they can do at this location." I express that at this point I would just like to HEAR from the MANAGER about my situation because I feel like I am being avoided and left in the dark. She said she was going to leave a message with Cassie, the Spa Manager, to call me. That was 18 days ago and I still have never heard from Cassie. At this point I don't even know if she exists. Save your money on a spa that actually cares about it's clients and at the very least, CALLS THEM BACK! As I mentioned in the beginning, it's now been 50 days since I first reached out about this issue. It could have been resolved with simple communication but instead came to this. Today I disputed through my bank since I was not getting anywhere with the location. This is the first bad review I have ever left and hope to never have to...

Cassie the manager - 3 messages left over 3 weeks and not a signle return call back.

Kira the asst manager assured me that she would look into the situation and update me within 2 days, haven't received a single call back in 3 weeks.

I had high hopes when I called Hand & Stone in Royersford for a massage after receiving an email about availability. However, my experience quickly turned sour due to the unprofessionalism and lack of integrity displayed by the staff.

Upon calling, I was greeted by a woman at the front desk who seemed helpful initially(Kira). I requested to see if extending my massage from 60 min to 80 min was an option and was told that they would contact the masseuse to find out and would call me back within 20 minutes to confirm. Forty minutes passed, and I never received a call. Assuming they were busy, I decided to follow up. The woman at the front desk informed me that she was having trouble reaching the masseuse but assured me that she would call me at 2 pm to provide an update when the massuse was set to arrive.

By 2:30, I still hadn't heard anything. Frustrated but willing to give them the benefit of the doubt, I called again. To my dismay, I was informed that not only had I missed out on the 60-minute massage slot, but I was also advised to try another location. Wasting two hours of my time and missing out on any available slots at other nearby locations was incredibly frustrating but it happens, I'll get over it, no biggie until I questioned why I never received a call back to let me know. H&S claimed to have not only called me back but left a voicemail, but this was nothing short of an egregious lie. It was so egregious I had to really think maybe my phone glitched, maybe it was on airplane mode, maybe there was a phone glitch were the number didn't show up on my recent call log so I checked my carrier verizon online and color me not suprise not a single inbound call from Hand and Stone.

If Hand & Stone is willing to lie about something as trivial as a missed phone call, it raises serious concerns about their integrity and the trustworthiness of their services. What else are they deceiving customers about? It's disappointing to see such dishonesty from a business that prides itself on relaxation and wellness. Needless to say, I won't be returning to Hand & Stone anytime soon, and I caution others to beware of their...

To start, I made my first appointment online and I had to reschedule due to work obligations. The website states that I had to call the store and cancel or reschedule. I called (well in advance) to reschedule my appointment and the guy at the front desk said that there "maybe" availability the day and time I was requesting and would call me back shortly to confirm and book the appointment. I never received a call back. So I gave them another chance and this time went to the spa, let them know I never received a call back to reschedule and rescheduled my appointment there in the store. So the day of my appointment, I arrived about a half hour early, not to receive my service early but I got off work early. Two more people came in at the same appointment times, I assume, and were taken back at the time I was suppose to go back as well. I waited 5 mins after my appointment time and asked what was the delay. The lady at the front desk went to the back and comes out to say the masseuse is waiting for his client to get dressed. She calls once and goes back another time and said he was still waiting for his client.. I am not even mad about that part. I was frustrated that no one thought it was good customer service to say to me at least at my appointment time that my Massey was running late and give me any options. I waited 10 minutes and told them I had to leave. Now if I would have stayed, I would have to wait another 5-10 mins to sanitize the room? I left and my phone rings 5 mins later and it was the guy, 2nd person at the front desk. He apologized and offer to reschedule my appointment. I'm disappointed at this time and kindly declined with a no. Before he hangs up, he says "ok, you must have been pressed for time." That was very disrespectful due to the fact that I was on time and surely would have been charged a late fee if I arrived late. No, I expected to be seen at my appointment time like every other massage and spa I have received services. And I expect at the minimum good customer service from a well known massage and spa place and didn't receive it. I did not say that to them but I should have. They will never have to worry...