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January 2024 by James Sousa
Went to schedule appt , closed , I have 7 months that are paid for, what now ?!?!
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October 2023 by Jen Hengelsberg
this was a nice place to go! I have over $600.00 credit there and they closed without warning. Saying we can use it at other stores. There are NO OTHER STORES in New York STATE!!!! they should refund the members who have been loyal!!
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September 2023 by Sarah
Location closed and only told members who initiated their membership at this location instead of ALL ACTIVE CUSTOMERS. I started membership in NC & moved to NY and have approx. $1k pending services being rendered/paid in advance. Hand and Stone offered absolutely No help trying to resolve the issues since their locations are franchised and have limited ability for people to find an alternate store depending on the area you live in. Woman wouldn't give me her name that responded to my concerns and was rude. DO NOT USE THIS COMPANY (and I was a member for many years).FYI the auto reply to my review provided a non-working phone number and email address
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August 2023 by Jenna Boehl
This location closed and they are impossible to reach about refunding the cost of the two service credits I had. That is about $160 wasted! Their phone is disconnected and their email is shut down and won’t deliver. Very unprofessional and irresponsible of hand and stone.
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July 2023 by Alicia C
7/12/2023: Hey Hand and Stone Webster, where did you go? I have a credit AND you charged me for this next month yet the doors are abruptly locked and the phone is disconnected with zero communication to customers! I see you gave another reviewer your number to call and sort this out, but I repeat, the number is disconnected! I've requested an immediate cancellation by phone and email, but a lovely note pops up that says any cancellation will not be final until it's returned (via email, fax, or in person) to my HOME spa, which is now closed! How do you intend to right this wrong?! I intend to dispute the last charge with my credit card company but I want to make sure I won't be charged any more in the future! PS...I've been a member for about 2 years and have always LOVED getting my facials here. Disappointed is an understatement. At least communicate what's going on and how you're going to make all us membership holders whole.7/13/2023: Edited to respond to generic, likely automated, response from "owner": Thanks for bringing this to your attention? Because you aren't aware that your doors are locked and your phone is disconnected? As I mentioned in my original review, the phone number provided has already been tried multiple times and is disconnected. Also, I already did send an email to the address you provided with no response so far. So how about either providing a phone number that will connect to someone, or replying to my email, because believe me, I would LOVE to discuss this and get it rectified.
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July 2023 by Damian Marinaccio
Awful. I had a membership but they have NO availability. In the latest instance I waited over 5 weeks for an available appointment only to be have them cancel it a day before by email, which doesn't even have the right phone number to call and reschedule. This is not an isolated incident but a pattern with them. So many better massage options in Rochester/Webster.
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July 2023 by Sheryl Rimore
I bought and scheduled a couples massage for Mother’s Day worth $240. They canceled my appointment. Now they might be closed. How do I get my money back?
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July 2023 by N D
Place closed down with no warning. We had 5 massage credits saved up and they kept pushing our appointments back. Showed up today to locked doors and a disconnected phone line. They owe us $500
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July 2023 by Susan McKenna
Had an appointment rescheduled due to staff leaving. Tried calling day of appointment to confirm as I had not gotten a reminder that I usually do. Could not get through. Showed up at scheduled time and the doors were locked! No sign as to why and location is still showing open on Facebook site!!
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June 2023 by Alexander Rivera
THIS LOCATION IS HORRIBLE!!! We have used Hand & Stone since 2021 from Charlotte, NC. We came here and used some of our credits that we had on our account. I called ahead of time and CANCELLED our appointment they never took it off the books and charged us anyway. The woman was rude who called my Mom was rude to her and she stated again that appointment was cancelled. We have left several messages for the owner to refund these. An employee called back and assured us that it would be fixed by June 9th. Two messages later and another week. NOTHING. The quality is not that good here. Family members were hanging out waiting for staff to get off in the evening. I wanted products and they did not have them on the shelf to sell nor did they ever get back to me to purchase them. The facial was adequate not incredible. The person I had spoke about how here daughter had a heart condition, the owner hired her, no one else knows that she has a heart condition and her daughter would be so upset. Really? I do not need to know this. I come here to relax DO NOT GO TO THIS LOCATION!!!!!!!!!
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June 2023 by Jenn S
Hand and Stone used to be the place to go for facials and massage. I loved the one I visited (regularly) in Arizona. Their facials made my skin sparkle, and I would melt during my massages. Unfortunately, that was not the case here. My skin looked dull after my facial, and the massage wasn't horrible, but the therapist seemed inexperienced. It was more awkward than relaxing. Crazy how different my experience was here.I am disappointed as Hand and Stone was my "go-to" for facials, but I won't be going back; at least not to this location.
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May 2023 by Matthew VanOrman
I purchased a 2 massage package for my wife for Xmas last year. She tried several times to find a time slot to meet her schedule. She recently scheduled her second massage online, and when she arrived, she was informed the gift card she entered was expired.She entered both gift cards she received, when she booked online, and even indicated one gift card said it expires within 1 year, and the other one does not. Maji, who identified herself as the owner, explained that the promotional gift card expired and the one that doesn't expire had been used previously. Keep in mind when booking online you can indicate the gift cards to be used. My wife even indicated she still had both cards and wasn't sure which one was used.Maji explained further that my wife that she could go ahead and pay for a slightly discounted massage without gift cards, or pay the $50 cancelation fee.When I called and spoke with Maji, she repeated the incident and continued to say that there was nothing she could do because she was following policy. Maji kept explaining that my wife didn't bring the gift cards with her (she had entered the information online). When I asked if their policy mentions needing to bring the gift cards she said no.I am very frustrated that my wife had hopes to spend a nice relaxing day getting a message, instead she was so frustrated with the experience she paid the cancelation fee and walked away in tears. The hiding behind policy language, and less than open business practices leave a really bad taste in our mouths.I will make sure to share my experience with everyone I know, so they can avoid doing business with this company.
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April 2023 by Regina B.
This is my first time actually using my membership services after 4 months. Trisha really held me down. Down to Earth, gentle and my face was smiling when she was done with me. I was thinking of canceling my membership but from how she treated me i might not cancel anymore.
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March 2023 by Brigette Decker
This place is horrible! Found out today when you buy a gift card for someone this company keeps your card on their file on you will be charged for any future messages!! Then they won't even refund your account when they make the mistake. Horrible customer service and I will not be recommending anyone to this place. I would check your cards if you have ever bought a gift card for anyone that your card is still not being charged!
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March 2023 by Susan Mathew
This 1 star is for the owner of the business. Since Hand and Stone opened, I have been a client of Minnie who gives an amazing facial. I was enrolled in the membership program and paid $60 monthly. Even though I was grandfathered into the initial monthly fees, he added a second time price hike, and I argued over it. Owner cancelled my membership without informing me because I argued over the second set of price hike. They have the worst employee turnover since the manager don't treat them right. Last week I asked them to transfer one of my husband's package (which I have done multiple times) and the girl at the reception refused to give me his member price and I explained to her I have done this previously and she can check the system. No matter what, she would not let me do it and she wanted me to use two of his packages if I want service. She was very rude, absolutely no professionalism at all. I emailed the manager and of course no response. This place does not care about their customers and have no loyalty to their clients.
