Hand & Stone Massage and Facial Spa — Local services in Winter Haven

I booked my massage online a few days in advance. Previously I was told that if I want a 2 hour massage I simply need to book 2 consecutive hours with the same therapist, which I did. On the day of service I received a phone call from front desk stating that Milagros does not do two hour massages. I was offered to change to 90 minute massage, for which I would have to pay additional $40 on top of my membership. Or they could give me a facial for the second hour. Or they could move my second hour to another therapist. I did not like any of these options. I spoke with office manager Shamika who stated all the same things and stated that she cannot make massage therapist do a 2 hour massage if they are refusing because this is a massage therapist with 13 years of experience and she knows her body abilities. I told her that the therapist can take a break and do two separate one hour massages like she would for two different people, but was told no. When I said that I would like to cancel, they told me they would charge me a cancellation fee. I finally agreed to move my second hour to a different therapist. Shamika told me that she would try to leave me in the same room for both hours and only the therapist will switch. When I arrived she told me that she cannot do that and I would have to go from one room to another, but they have a robe for me. After the first hour, I was left to sit in a cold room in a thin robe for 15 minutes until the second therapist was ready. Both Shamika and Milagros were acting like it was my fault and never even apologized for inconvenience. Milagros was unfriendly and had an attitude. The second therapist...

POOR CUSTOMER SERVICE 😡😡 I’m in TOTAL DISBELIEF. I just got accused of trying to scam HAND and STONE MASSAGE and FACIAL SPA (Winter Haven) out of $25! The owner, Terri Harrison is probably the rudest person I’ve spoken to in all of my days. I purchased (2) gift cards for my client who recently retired from Winter Haven Police Dept after serving this city for more than 35 years. I thought this would be a nice gift. When the retired officer scheduled the appointment, they were told that one card was missing $25. My client called me and I attempted to find out what could have happened. Come to find out… I have a membership and I GIFTED my niece one of my massage packages a few months ago. Hand and Stone tipped the massage therapist $25 by using one of the cards on file and it happened to be one of the GIFT cards that I had PURCHASED for my police client. SO EMBARRASSED! Hand and Stone said that my niece must have used the $25 to tip the therapist. My niece had NO IDEA that she could even do this. I guess this is their way of making sure they get a tip. This isn’t the first time something like this has happened. Another one of my clients experienced the same thing. She showed up for her massage only to find out NOTHING was on the card. I am a realtor/salon owner and I have PURCHASED close to $1k in gift cards THIS YEAR alone from this location. I told the manager to just terminate my membership because this has been so so embarrassing. If you sign up for a membership AT THIS PLACE, GET A RECEIPT AND KEEP A RECORD...

Their facials and massages are great, but they are very unorganized. I’ve tried canceling my membership for a few months, now, but I keep getting charged. I’ve been told someone is going to reach out to me about a refund and canceling, and I’m still waiting for them to reach out. The people behind the counter a few months ago said it was canceled and then I was charged the following month, and the lady I spoke with over the phone recently said she would send me an email of documents that needed to be signed in order to cancel, and I have yet to receive the email. On top of that, no one at the office knows the correct policy for anything that goes on there, my mother in law, mom, sisters and I get told something different every time we have questions. Very frustrating, I would try another location or another business altogether.

Update: I have been in contact with them, she finally said I will not be charged again when I sent in the letter, I sent it in but today they charged me AGAIN! So two months of charges now when the membership should have been canceled. Technically 3, but when you end your membership they have to charge you one more month which I wasn’t going to argue with, they warn you about that in the beginning. I did put two stars because the service wasn’t terrible, but I’m changing it to one star because they have no idea what they are...