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March 2024 by N Carby
After having called and booked an appointment for the Hewltt location, I sat for over 30 minutes!..after asking if this is the normal wait time (being this was my first time), I was given a lame excuse as the person who to give me a massage was having "transportation" issues. On top of being told they weren't aware that I was waiting for so long. The waiting area is also close to the reception area!!! Extremely disappointed.. NOT IMPRSSED
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March 2024 by michelle doyle
Nicole gave me a great massage
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March 2024 by Katherin Umana
I decided to start the year off with a membership at Hand and Stone and so far, it’s been a pleasure each month. I see Julie for my session each month and she’s always so helpful with after care tips and advice. I look forward to my monthly facials and I already see a difference in my skin!
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March 2024 by Margaret Cafaro
Total experience from the front desk through my massage is wonderful!Calming atmosphere and terrific personnel. Stephanie is the best! My back issues have greatly improved.
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March 2024 by Leyla Akdogan
I took my mom here for her first facial on her birthday, the experience was absolutely amazing. Everyone from the front desk staff to the esthetician, Nalaah made her birthday extremely special. I highly recommend Hand and Stone Massage and Facial Spa! They really go above and beyond.
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January 2024 by Stacey
Always a good experience
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December 2023 by Laura Bonacasa
I wish I read these reviews before booking a facial here and giving them my credit card. I was reluctant to give them my card being I had a gift certificate, but they said that is their policy. In the past I have never had to give my CC to make an appointment, but now I know why they do this. They go ahead and charge without authorization!First, the facial was done very poorly, I didn't expect to have the best experience, but this was bad. Gift card was valued at 99 dollars, what a waste.Dealing with Ally was totally a waste of my time, she wouldn't even consider a resolution to my complaint.I will now deal with my CC company to get a refund for an unauthorized charge.In response to your "automated" response, why would I contact you by phone or email, it took days to call me back and you offered no resolution.My CC company took care of the charges.... I know in the future never to give my CC to an establishment before services. SCAM
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December 2023 by Kena Vernon
Do not sign up for their membership. It’s a scam. Nowhere in the paperwork does it say if you change your mind on the membership before the initial membership period (two weeks later) that you will still be charged no matter what with no refund. Furthermore, if you try to call to talk to a manager, no one calls you back.
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December 2023 by George A
Have been a member of Hands and Stone for a few months. I don't typically leave reviews but decided to leave one now because of my most recent visit.It's pretty routine here, you make your appointment, your greeted at the front desk by lovely woman, you get an amazing massage and repeat the process.For those who are reading this, I read alot of the reviews here and it seems many negative reviews are from people who have an issue with certain policies.If your simply seeking an excellent massage and excellent service, I highly recommend this place.
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December 2023 by Siobhan Goddard
Seems like they have a problem swindling money from customers. I haven’t been to this branch and based on the reviews management sounds like they need to be changed. I WON’T go to the rockville centre branch. Sorry not sorry.
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December 2023 by Sherine “Sher”
Very poor customer service from receptionist and who ever took over the call after. I gave elderly mother 2 of my accumulated services dor her bday, which were massage and facial. They took double tip from my card for both services when asked about it receptionist was rude enough to tell me it's something everyone does once they get serviced. I said, a tip is not mandatory and it's at the discretion of the client/customer to leave a tip. My mother said they told her she had to leave a tip and her not knowing differently told them to take $20 and they took $40. I'm yet to receive a call from their manager, this incident happened on 11/22 and today is 12/4. Because of how rude they were and telling lies I asked for the full amount to be refunded to my card and remove card from file which one of them told me she did only to call back the following day and the card was/is still on file as confirmed by another worker, who also told me that if they refund the full amount that they will not service me or my mother again. The audacity!
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November 2023 by Thrs Hwll
Great massage. Can't wait for the next one
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November 2023 by Zabrina Harrington
The massage was good. However, I did not get the time paid for. The gift card says 1hr. But you get there you get 50 min. If it's 50min the ln say that on the give card. Bc you calculate 5min to undress and 5 min to redress. The gift card should say that.Plus I didn't even get the 50min. In arrive 5 or 10 min early, had to complete the initial sign in info l. My massage was for 7:00pm and we were done 7:40pm. I was robbed of my additional time.Now don't get me wrong the massage was great but I did not get what was advertised on the gift card and I did not then get the full 50min. I 9nly went bc it was a gift from my husband
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November 2023 by Shelly
I’ve been a member with Hand and stone for years and i’ve been to many locations. This location is very disappointing. I’m in New York for the winter helping my daughter move into her new house. I used to come to this location many years ago and was serviced by Alvaro who is very lovely. I have been here about 3 times now in 2023 and its safe to say I wont be coming back. My first bad experience in August was when me and my daughter came in to get massages together. The service was good but when we went to check out there was a lot of issues with payment. I bought my daughter a gift card the month before at another location and planned on using it for this service. The gift card had $150 on it and the massage was $129. I used the gift card at checkout and tipped in cash. After the payment processed the receptionists threw out the gift card and I knew it had money left on it. I asked why they did that and they told me its company policy. Which has never happened to me before at other locations. When I started to walk away I heard the receptionists whisper about how the manager said they have to do that now. I have never had this happen with any of my gift cards in the past. Another situation that happened was a membership issue and I figured I could solve it in person after my massage. I talked to the receptionists and they explained the manager would have to handle the situation. They left a note for the manager. It took about 4 days to hear back. The manager wasn’t very helpful and the phone call was unprofessional. I had to call my usual location in Tampa to help me sort out everything. I think there is a issue with the management and them pushing certain policies to get extra cash. 2 out of the 3 times i’ve been here, there has been issues. I hope this location changes and gets a better management. The services are good and the employees are sweethearts. But the customer service is lacking severely.
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November 2023 by Dhdhgj Sufi I i
Management is rude, unprofessional and disgusting behavior. Receptionists could be trained a lot better if management cared. Managers are hardly there to help when there’s an issue. If you have a problem expect 2-5 business days for them to get back to you. Services are worth keeping a membership but be prepared to deal with clueless untrained front desk staff and managers never on site. Management thinks they can speak to you however they want because they are franchise owned. Corporate should really look into how this place is run.
