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

Read the one star reviews and you will see a pattern here. I was a monthly member for years at two different locations and the management at the Oaks location is appalling ! How she is still representing corporate after all these terrible comments baffles me. I had a monthly membership and had accumulated several months of services. I decided to cancel my monthly membership until I caught up with my pre paid services. With COVID surges and life, it was harder these last few years to get in monthly for a massage. I had three massages left and scheduled online for a Massage. Upon arriving, I was greeted with the news that I had to pay full price. I asked why and was immediately greeted by the manager. Attitude right out of the gate! She has terrible customer service skills. She reported that my prepaid services had expired by 2 days and that I was no longer a member and had to pay full price for the massage. I calmly asked why I wasn’t informed, whether online booking or a call from her. I had scheduled the appointment three weeks earlier and if someone called me, I certainly could have used the packages before they expired. She said she didn’t have time. She was so rude and talked over me. She was belligerent. At this point my name was called for services and the manager said I could not go back until I signed a arbitration agreement. What??? I already paid! I asked the manager to print out the form that she was asking me to sign so that I could read the document. She was bothered that I wanted to read this legally binding agreement. She initially printed in on the credit card paper which was like a toilet paper roll reading document. Then she wanted me to sign on the electronic signature pad after scrolling through the entire document to the signature spot. I told her I needed to read the document before signing anything. She offered me the member price for the services but only if I signed the arbitration agreement. She went to the office, at this point it was 20 minutes after my appointment and I was so frustrated it was hard to relax. I left the place disappointed, frustrated and anything but relaxed! This was three weeks ago. I didn’t want to write a review until my frustration passed.

Having said that, if you are considering this location, it’s a definite pass! Pass on the whole Hand and Stone! They just want the money and will do everything they can to keep it by using these arbitration agreements, hurry up and sign tactics. Should be criminal!

I asked for corporate contact information and none of the staff knew how I could get in touch with them. Hopefully, they can read this and get some true insight to their clients experience.

Moving forward, I will use the local mom and pop spas, then may be a few bucks more, but that experience is just what we need!

The company’s response to the reviews for this business are disingenuous. If you really care, makes the...

Rene Manzo is I believe the manager who I spoke to today about charges on a card that was not authorized in the first place to be used for my membership and for which i had already called to cancel a month before (the membership). The card had been charged for the month of september under a card that was not authorized and does not even belong to me and was only used to pay for a tip ONCE under my membership. there was no indication that the card information was being saved. I let that charge go and simply called to ask to cancel my membership immediately after noticing the charge on october 3rd. When i called on october 3rd i was only asked why i was cancelling and was told ok have a nice day. there was no indication that i would be charged for the next month, that i would have packages still on my account, or that i had to sign a cancellation form to confirm my cancellation! all extremely important details. After being charged AGAIN on the unauthorized card I tried calling and was told i had to wait TWO WEEKS for the manager to return from vacation and then being sick. I decided to file a formal complaint myself and received a call from the manager immediately after. what a surprise. When i called and spoke to rene today she was apathetic and unapologetic. She asked me to check if i had any emails about a cancellation and to even check my spam. I found none. My email was still working as I had received emails from hand and stone this morning. but nothing about a cancellation. Obviously there is very poor communication and poor customer service happening at this location. Rene refused to refund me the "hundred dollar" charge to my account and even decided to start arguing with me that it was only $79. sorry rene for rounding up. i will not be coming back to hand and stone and will be informing many people i know about this experience. i feel taken advantage of and disrespected. i've been a member for over a year and always claimed great things about this place and bought many gift cards to gift to people. I had to cancel my membership due to financial issues which is why I find it so upsetting that a $79 charge is taken so lightly. I guess I just never realized that hand and stone can't handle...

It's such a shame that this is such a poorly run location. I have gotten quality massages (Heidi is fantastic!). However, the manager is stunningly rude. There have been several moments in the past that I let go, but today I couldn't. I arrived a few minutes early for my appointment and was asked to sign an arbitration waiver should I ever have a problem with Hand and Stone. When I asked if I could see the agreement I was told "People just sign it. You have 10 days to dispute it." When I indicated I wasn't comfortable signing until I read it, I was given a very long legal document that would take at least 15 min to read and was initially told I could not attend my appointment without signing. I was then asked to confirm whether my profile was correct without being shown my profile data. I have been a member for 5 years, I don't know what I wrote 5 years ago. The manage was hostile and kept repeating that this was emailed to me. Any time I attempted to respond, she talked over me. When I asked her to allow me to finish speaking before interrupting me she walked away stating "we are done here." The profile may have been emailed to me. Unfortunately, they use my email to send 15 or more emails a month of marketing material which I don't tend to open. It seems a simple ask that if you need me to come early to fill out forms, give me a call and let me know. If you want me to sign something, provide me the information rather than trying to pressure me into signing something I may not agree with. There was no need for this conversation to go go this way. I will not return to the...