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April 2024 by Paula S
I will never return. The masseuse didn't recommend deep pressure despite offering it, and the massage felt like she was just rubbing my skin, except for a brief moment between the shoulder blades. I regret not leaving, especially since she was rude when I expressed my preference for deep pressure. She claimed there's a difference between professional and non-professional massages with a smug tone. I was excited for my first professional massage, but this experience has put me off from going anywhere else. Additionally, I noticed a clipped toenail and other dirt on the floor while dressing.
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March 2024 by Tawni Lanoue
I do not recommend this location. I had not the best experience with a facial a couple years ago. The girl’s hand smelled like cigarettes, She rushed during my service And my facial was only 25 minutes long. On top of it, I could hear her texting during my service. Then recently, I had a massage they canceled on me an hour before and when I booked it, they reminded me of their policies that if I cancel within less than 24 hours they would charge me the full Price which kind of made me Because they can cancel on me one hour before my service.When I had my massage, and the girl was amazing When I went to check out, the lady said it was $95. I gave her a gift card and she said I can’t use the gift card if I use the gift card I have to pay Full price. My gift card was not purchased just for a hour massage at $140. My gift card was purchased for $150 so I could have done whatever I wanted. So I Was a little irritated that since I’m using a gift card, the price is different. I couldn’t imagine doing that to my clients and I never will.
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March 2024 by sierra guibor
Very disappointed I had an appointment scheduled on a Saturday I lost my father on February 26 and the last thing on my mind was my massage when they messaged me the first time to confirm I had messaged back and told him to cancel you know when they send you a text message and you have the right to either confirm or cancel I canceled. I still kept getting messages so I said OK let me call even after all of the chaos of getting my father affairs in order after just losing him my mind wasn’t If it’s gonna tell me that I need to call in I assumed just like when they were trying to get me to come in the first time and responding to me through text that it would be the same way where I could cancel through the text message when I reached out they tried to tell me that the text message says to call in I have text messages and emails that I did try to cancel but no response and they still charge me even though I tried with everything in me to cancel before 24 hr of my appointment. I think that for a situation like this where I said I could provide supporting documents. They still wouldn’t work with me, but I am going to write a BBB complaint because I feel like in this situation. This was not a good customer experience especially when they had no problems reaching out to me and getting me in there the first time. $80 for a cancellation fee is ridiculous especially when I gave them more than enough time and All they kept saying was my condolences, but this is policy. I would like my money refunded back to me especially This time that wasn’t something that they could Gave them way more than enough time The only one with this issue, reading the I’m going to make sure that everybody knows That when something happens and you do cancel within Still going to charge you who has that money to just give away Especially when we’re doing everything on our end
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March 2024 by Colleen Paddock
Great place and staff members are awesome!
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March 2024 by Chuck Fitzgerald
Jen and Nicole were professional, helpful, compassionate to me, a first time guest. They truly love their work. Thank you so very much!
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March 2024 by Dr Dragon
My service was a massage with Courtney and facial with Jordan. They were both amazing, professional and extremely experienced. I highly recommend them both.
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March 2024 by Leanne Marino
Have been having facials done by Jordan for quite some time now and just love them. Jordan is very professional. I always leave there feeling refreshed and my skin glows. Love how she massages my face with a gentle touch. I think I even fell asleep this last facial! That's how relaxing it is.
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March 2024 by Laurie Duran
Exquisite service, Therapist style, Energy and demeanor imbued with calmness and serenity. Ty (Erin)
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January 2024 by Dana Sandoval
I love to get my massage but it is hard to get in when it's convenient for yourself.
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January 2024 by Gen A Chasse
This review is to hopefully get the attention of spa management/Director. I am disappointed that I have to go as far as to writing a negative review in order to get some kind of response.I booked a last-minute massage on Christmas Eve. I have two very young children and subsequently was late for my appointment. I called to let the Peoria location know that I’d be late, the customer service rep on the phone did not mention anything regarding their late policy. Upon arrival at the location I was greeted by Jamie – I asked to purchase a gift card as there was a deal for the month of December. Jamie then informed me that I was three minutes late and by purchasing a gift card this would cut into my service time. I proceeded to telling her that I was not informed about a “late policy “ when I had called . She stated that she would review the call transcript and proceeded to getting my massage therapist. My massage was OK however, a massage was over, My therapist was nowhere to be found and just left. I proceeded to the front desk and asked Jamie if she reviewed the call. She stated that she didn’t. I then told her that I was upset that I was not informed of the late policy and that my massage was cut short. She stated that it was in a text that I should’ve received to confirm my appointment. I showed her the text, which was very minimal and did not explain any late policy. She Then directed me to a link in my text. I then informed her of the inconvenience of this , and reiterated that I should’ve been informed when I called. I also stated that I knew it was not her particular fault. She then proceeded to telling me that this should be “common sense”, insinuating that I should know their particular spa’s policy? I was upset by her reaction - I told her that her response was rude. It is terrible customer service to tell a client that a policy is “common sense “. She did not even look me in the eye at that point. She processed the transaction through the gift card, ended up writing the wrong remaining balance on my gift card.I called to report this incident the same day. I called a few days later as I did not get a call back from management to also inform them that my gift card was incorrectly processed. I still did not get a callback.It is nearly been three weeks, I have escalated this issue and was informed that the Director would call me and I’ve yet to receive a call. I am very disappointed as Hand and Stone is a well-known company throughout North America. I will not be returning to this location for sure, or recommend this location to any of my colleagues or friends, as I am shocked that this is how an escalation is handled.
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January 2024 by Ann Diana
Very professional
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December 2023 by Melody McKamey
Ive had 2 bad experiences with being charged for canceling my appointment. The 1st time I was charged for half a visit due to cancelation less than 24 hours. That's ok but they put NO CALL NO SHOW which is wrong. Now again I called 36 hours before and left a message I was sick and needed to cancel I was charged the FULL visit amount and told a message wasn't good enough to cancel that I needed to talk to someone live. THIS ISNT IN THE CANCEL POLICY AND AGAIN A NO CALL NO SHOW!!! Judy is fantastic and I wouldn't NO call NO show. Very bad management for this franchise location. I would like my cancelation fee returned and I want to cancel membership again, not pause, cancel
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December 2023 by Anissah Grant
Ana's facial expertise is next-level; her gentle touch isn't just a skincare routine—it's an amazing blend of relaxation and rejuvenation. Totally worth the investment for an amazing self-care experience.
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December 2023 by Sharon Lott
I had three up grades on my facial. All were wonderful. It was a great experience. I booked again. Highly recommended!
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December 2023 by Claudia Howard
Thank you Brooke!! Fantastic facial! Feel great and refreshed!!
