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April 2024 by Lara Dunmire
Had an amazing experience with Jay and Reese! Both made me feel relaxed and comfortable, all my tension got worked out, and even my daughter made a comment on how great my face looked! Front desk was knowledgeable and made check in a breeze, told me about attention button to ease my nerves !!!! Great experience!!!!!
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March 2024 by The Finance Queen Inc.
DO NOT GO TO THIS LOCATION! This place deserves ZERO STARS! Two separate visits here with HORRIFYING EXPERIENCES! Someone purchased a 50 minute massage for me, and the session was only 40 minutes long. When I informed the manager after the session, she apologized and offered to add the missed time AND an aromatherapy treatment to my next visit. I agreed. I went in to redeem a package later and they had NO idea of the time differential that I spoke with them about previously. And of the course the manager was not present. I was given a gift card for a package which this location “no longer honors.” The package included an 80 minute hot stone massage , a facial AND an exfoliating foot treatment. When I came in for my appointment, they advised me that they only had scheduling availability for 60 minutes. I advised that that would not work for me as I did not want to lose 20 minutes from my session. (Plus the promised 20 minutes) The clerks response was “If you don’t want the 60 minute session, then you need to leave and go to the location that issued the gift card in Cary. My response, “No problem, can you just document that for me?” She told me they did not have the capability to print or email anything. She followed this up with, if you don’t leave, I will call the police and have you TRESPASSED! She called the police, they came, listened, and they advised her that they were in breach of the gift card that THEY sold and could be sued! I am not required to lose monetary valuable on a guaranteed package because of their scheduling deficiency. Luckily, the OFFICER filed the police report so I have documentation. I would RUN from this place. Very unprofessional. DO NOT BUY PACKAGES OR ANY SERVICES FROM THIS PLACE! I almost NEVER give poor reviews and try my best to understand situations, but this was horrible. You can not short change people on their purchases and spa treatment times, and then trespass them or call the police because you CHOSE not to honor it! WORST EXPERIENCE EVER!
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March 2024 by LAUREN SMITH
Extremely unprofessional, poor customer service and rudeness
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March 2024 by Brian Smith
Below average spa. Terrible treatment of customer; membership cancellation damages consumers. Poor service; recommend any other spa service.
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February 2024 by Kate Allison
I had two services scheduled (massage and facial) and had to call in day-of to cancel due to a medical emergency. They refused to reschedule, instead charging me the full cancellation fee for both services. I let the staff member know that I had planned to pay by gift card (just this time, I have been a paying customer at this location for years) but didn’t have the number in front of me, as I was currently DRIVING MYSELF TO THE HOSPITAL. The staff member called back two hours later (while I was still recovering) to make sure she got the gift card number to charge for the cancellation fees. I called back the next day asking them to reconsider, explaining that due to the acute nature of my medical emergency, they likely wouldn’t have provided the services to me anyway due to their liability risk. I was told that a manager would have to make that decision. They haven’t bothered calling me back. Needless to say, I will not ever be returning to this spa.
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February 2024 by Greg R
This location is not worth your time or money. Management is unprofessional and does not provide good service. Employees also lack skill for massages.
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January 2024 by Kari Lewis
The massage was for an hour, but felt very rushed. I asked for attention to specific body parts and those were minimally addressed. The $15 dollar add on (scalp massage ) last about 3 minutes. That is such a rip off! I won't be going back again.
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January 2024 by Clarissa Rivera
Very relaxing place to treat yourself. They usually have complimentary cucumber or coconut water in the lobby while you wait. The practitioners are super friendly and always make sure they ask about your skin concerns before getting started - which I appreciate. Makes me feel heard!I get facials every few months with primita and love it.
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December 2023 by Cameron Painter
Had my first facial ever and Ludine was amazing. I felt so pampered
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November 2023 by Curly Guy
Had a 90 min massage scheduled with a white guy named Zac. I showed up for my appointment the morning of, not only did he cancel my appointment, he didn’t not even have the courtesy to call and have me reschedule. The girl at the front desk said they didn’t have me scheduled even though she is the one who wrote my appointment card. They did not give any explanation, just said that they could reschedule me with another therapist. Very unprofessional of the therapist and facility. I don’t recommend this location and I will not be returning to it. Do better with your staff selections Hand & Stone ?
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October 2023 by Amanda Matheson
Do not get a membership here! Everything the other recent reviewers have said is true. 1. Not properly staffed for much of the year. 2. Unable to make appointments. 3. When you finally have an appointment it’s cancelled. 4. New owners expire all the built up credits at the same time. 5. New owners took over in May but blame everything on old owners.
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September 2023 by Michael Haskins
I bought my wife a membership to this location over a year ago, but after an initially pleasant experience it has been a constant struggle to book appointments. My wife's two most recent massage appointments have been cancelled the day of the appointment (no compensation given for the inconvenience) despite being told that they finally were properly staffed. We were told we cannot put the membership on hold because we had already done so at the beginning of this year when they had no massage therapists/ appointments available for 2 months out. I would highly recommend not purchasing a membership here or finding an alternative company as we have been told if we cancel our membership we only have 30 days to use our remaining 5 credits which given our experience would be impossible to use.
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August 2023 by Anderson Ivey
The first time I went here it was an absolutely wonderful experience! The second time not so much. I would never recommend this location to anyone. They never answer the phone - I tried calling 4 times in a row and there was no option to even leave a voicemail to have someone call you back. Additionally, they will call you to reschedule your appointment and harass you calling 3 or 4 times in the span of 10 minutes to reschedule you. Very unprofessional. Even past that, they must be short staffed on estheticians because there was only 2 options. The girl I had the first time was amazing!!! This past time, absolutely horrible. She had to rewash my face 5 different occasions because she kept saying she was “missing a spot” and then basically stripped my face of all the work she was supposed to be doing. They also aren’t transparent with you about upgrades. I got the diamond glow upgrade and was decently satisfied with it but she did other things that I thought was apart of the diamond glow upgrade and they ended up charging me $30 for each additional thing she did which I did not agree to. It was not a peaceful experience. I couldn’t relax because she was so rough. I called to talk with a manager about the experience and the manager LAUGHED in my face and said she would callMe back and never had the decency to call back. I had a family member call to try to reconcile this situation because I was so upset. This facial was supposed to be a treat for me for my wedding - they wouldn’t talk to the family member, stating they can only talk to me as the client. But they won’t call me back so how are they supposed to talk to me? They finally called me back and did NOTHING to reconcile the matter. Absolutely terrible customer service. Unprofessional. They clearly don’t care about keeping customers.
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August 2023 by Elizabeth Leach
Very bad experience with new ownership. I was late and the owner made me fill out 4 forms for my daughter that we have filled out every time we go there. She didn’t care that she was missing her appointment. She was rude, laughed at me as I got stressed and seemed to think the whole thing was hilarious. Not a professional or caring way to treat a customer. I am cancelling my membership.
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August 2023 by Liz Marin
Do not sign up for a membership with this company or give them your credit card number. In trying to use credits on my package in the last two months there was very limited availability, one appointment the therapist showed up 20 minutes late and smelled like cigarettes, the next appointment they cancelled on me because the therapist was no longer going to be available. The last appointment I had to cancel and they charged my credit card $65 after telling me verbally on the phone that there would be no charge. Skip this place.