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March 2024 by Julie Burns
I had a very nice facial by Virginia. At the conclusion of my facial, I was told to wait in the lobby to be checked out. I sat there for about 10 minutes before just deciding to leave a tip in the envelope provided. Once I left, I was contacted by the receptionist who told me that I owed additional money for my services. Apparently the gift card for my facial did not fully cover the facial services. I inquired as to why I was not told that there would be charges above, and beyond for the services that I received. I feel like I should have been informed that there were additional charges either when I made the appointment or during the time of my services. This should not be a surprise at the conclusion of the treatment. This is not the first time this is happened to me at this location, which is very unfortunate because the facial really was good. I think Hand and Stone Brandywine needs to be upfront with their clients prior to providing any service and not bait and switch them on the backend. This tainted my experience unfortunately.***UPDATED REVIEW: I received a call from Bri and she informed me that I was mistakenly charged for services and the charges were refunded back to my card. She apologized for the mistake & was very professional. I appreciate that the mistake was quickly corrected. As a result, I changed my rating from a two star to four star.
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March 2024 by Vanessa Simpson
I scheduled an appointment 2 weeks ago for tomorrow. I received an email today stating my appointment is canceled. I called and spoke to Dawn who was by the way absolutely NO HELP at all. She kept stating I don't see your number in our system . I stated someone from this location sent an email regarding the cancellation. This was for my birthday. She offered I can book you for Friday. I WILL NEVER PATRONIZE THIS LOCATION AGAIN. If they did not have a anyone to work then they should not have scheduled the appointment initially.
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January 2024 by Danae Barry
Hand and Stone Massage located on Concord Pike in Delaware is hands down the best location. I have visited the store a few times now. Each time is better then the last. Each Massage therapist has their own technique and they cater to you by asking if any part is bothering you before they begin. The room are very clean, warm and inviting. The soft music and low dimmed lights could put a grown man to sleep within seconds. The staff at the front desk is amazing. I believe a manager checked me in for my last visit and was very friendly. I'm definitely going to keep coming back and telling everyone I know also to book an appointment. They won't be disappointed!
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December 2023 by John Smith
This is the worst place ever!!! Do not visit this Massage place!!!#Shady tipping practice/Shady counter girlI went to this place for a massage session. This was my first time to this spa, masseuse arrived 10 mins late and left 15mins early so, not even a full massage. Then at the counter, I wanted to pay 15% in gratuity. I clearly said 15% when handing over my credit card but sneaky lady from the counter charged $15 in gratuity. It went un-noticed as I checked the receipt when I came back home. I thought lady clearly misheard at first.Despite this experience, went to the spa one more time as I had a membership and wanted to make use of the service. Second time, at least massage was ok ok, but same thing happened again when I gave my credit card, (this time I clearly spoke up and said 20%) but again got charged $20 in gratuity. I mentioned this right away to the lady, and she changed the tip amount.When checked with my friend, she also mentioned the same thing happened to her in the past, but sadly she is not that vocal to confront and point out.This was ridiculous, me and all of my friends eventually cancelled the subscription after this.
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November 2023 by S
Anyone who has a penchant to be disrespected and harassed then this is the place for you, especially if you are seniors. That is what happened to me when I tried to inquire why my credit card had been billed for a service previously paid for(services are always paid before leaving the premises anyway). I had changed my method of payment in August from credit to debit card. The service provided in September was applied correctly to my debit card. I want to say that the massage I received that day provided by Sade was absolutely wonderful. She is great. My husband, however, did not get a massage that day because his therapist of choice, Julie, was not available. On October 11. 2023 I noticed a charge on my credit card for the September service. Mind you the method of payment had been changed and the September service had been paid for. When I called Hand & Stone to see why my credit card had this previously paid charge applied to it , the "individual" became irate, disrespectful, unprofessional, and very uncivil. "He" told me that my credit card was always the card that had been used. He was not hearing me when I told him that I had changed my method of payment in August. I was told that "if you don't like it then you should just cancel your membership." The call was terminated when he hung up the phone. I decided to go there to see if someone who was in charge and not having some kind of an issue, personal or otherwise, could explain two things: why was my credit card billed for a service that had already been paid and why would that employee would be allowed to speak that way to a customer. There was not a supervisor available I was told. Dawn would be there the following day. I went the following day to speak to Dawn and I was told upon entering, before the door even closed behind us and without even uttering a word, Nico/Niko told me I would have to leave and I'm trying to tell him I was there to see Dawn, not him. He did not address that at all and kept telling me I had to leave and if I didn't he would call the police and I told him to go ahead and call and he did. He told the dispatcher that he was alone at the location and was being harassed(by two senior citizens mind you).The police did show up and tried to get an understanding which is hard to do when you have us standing outside the place and Nico inside lying. I cannot understand why anyone would find it necessary to call the law when I am the one who is double billed. I should have been the one calling the police for theft. I spoke to Bria who is the manager on 11/2/2023 and she "assured" me that she was going to "investigate" the situation and call me back. She said she would cancel our membership and refund $159.90. She has neither called me back with the results of the investigation nor has she refunded the $159.90 as she said she would. I talked my husband into getting massages together and we really did feel better afterwards and always looked forward to the next one. Bria told me we could keep the membership and go to another location. We would go to the Concord Pike location which is 3.4 miles from home and Bria recommended Kirkwood highway location which is 12 miles from home.Seriously!! Is this the best you can do?BTW Nico/Niko was not alone.My husband and I feel deprived of a service that was very beneficial health wise and all because someone could not contain themselves. The police officer that was called informed us that we are BANNED from entering that location.
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August 2023 by Dr. La-Rhonda Harmon
Ashley was warm, kind, and skillful at massaging. I felt more relaxed than I have in a long time! I highly recommend her as a massage therapist! Also, the location is convenient, tranquil, and beautiful! There are very kind and friendly.
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July 2023 by Robert Thornton
So my wife made an appointment for a massage. Filled out online that she had cancer a few days ahead of time. Went in waited until her appt just to be turned away because they didnt have an approved therapist. She came home crying her eyes out because of embarrassment and dissapointment. This was an hour of enjoyment and relaxation she was looking forward to. I think this is more of a system problem more so then the employees but she was told sorry we cant do anything. Not a good way of running a business. A call would of been nice to save her the trip and embarrassment. I called sunday and have yet to receive a call from corporate. Its now 2 weeks later after talking with manager she told me someone would reach out. No response at all. Awful customer service
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July 2023 by Marcia Grosso
I had a 3pm appt but when I called to say I’m 2 min away at 3pm I was told my appt was not showing as I had one. I tried to rs it and the nasty desk girl hung up on me when I told her Wed or Sunday availability. Literally just went click. I called right back to get manager who I got but was incompetent to say the least. She immediately defended her phone /desk girl and accused me of being aggressive. Well I don’t talk like a little girl I have a deep raspy voice. Then she tells me the reason the appt went away was because I didn’t pay for it. Btw I have a confirmation. So she will call he when things open up!! Absolutely not my fault and why did then I go home and received another email saying this is your cancellation confirmation!! They lied and over booked. Blame me , tell me nothing available then go behind my back and cancel the appt!!!!!! Not ok and it’s a joke of a business if they are playing games like this. If u look others have also had issues w being cancelled abruptly. I think they hide really incompetent staff members to handle appt. It is not this difficult to manage where u have to play games with someone’s business.
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July 2023 by Jen Dimov
Got a bunch of useful advice about how to not twist myself into tension knots in addition to help untwisting said tension knots. Lovely experience.
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May 2023 by Liz Vachon
I had a good experience but kept adding on services. I did not realize eyebrows and a lip wax would cost $25 each. That is absurd. If I knew that before being offered to have it done then I would have said no. I was lured into it.
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May 2023 by Tashi Henry
Only two small things - I called three times prior to arrival without any success at getting someone on the phone!! And my room was a lil chilly rather than being dark and warm. Marie was great though!!
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March 2023 by Pastor Sylana Christopher
I appreciate the friendly service. The massage wasn't bad but it could've been better.
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January 2023 by Gerri Drewery
Great place for a massage or facial. You have not had a massage until you’ve had one by Derby or a facial by Virginia.
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October 2022 by Elizabeth Mann
Don’t waste your money or time. They can’t fulfill appointments, or they cancel them. I have 9 months worth of appointments where if I cancel my membership you need to use it within 90 days which is a joke since they couldn’t fulfill any appointment in 9 months. I’ve taken days off of work to get an appointment, they can’t uphold their side of the contract. There should be reimbursements when they failed as a business to fulfill on their end.
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August 2022 by Acqua Davis
So far the customer service has been GREAT. I've had to reschedule my appointment several. Spoke with Zoe twice. She was very pleasant & understanding every time we spoke. Can't wait to have my session with BRIANNA. I heard she is Awesome. I promise to let you know the end results.
