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July 2024 by Marga Morgan
I’ve been a member at Hand & Stone on 1701 N. Randall Mill Rd. for over four years, but I recently had an extremely disappointing experience. Despite having six prepaid sessions, I was informed that I needed to pay for two missed months before I could use any of my existing credits. The front desk staff, particularly Christian, was incredibly rude and insisted that my account had to be in good standing before I could receive any services.
I explained that I wasn’t sure I wanted to continue my membership but wanted to use the sessions I had already paid for. Christian’s lack of customer service and unwillingness to accommodate my request was frustrating. Her approach was unprofessional, and instead of addressing my concern, she became argumentative. I also felt that her attitude towards me was prejudiced, which made the interaction even more upsetting.
To add insult to injury, I overheard the massage therapist having a conversation with Christian just before my session, and it seemed to be about me. The therapist then came up front and exacerbated the situation by making nasty comments and asking taunting questions. As I began to leave, the therapist even whispered, “Don’t come back,” which was incredibly hurtful and unprofessional.
Prioritizing payments over providing service to a loyal member is unacceptable, and the sense of prejudice and hostility I felt adds to my dissatisfaction. This experience has made me seriously reconsider my relationship with this location.
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July 2024 by Kevin Johnson
Professionalism is lacking from this particular location and needs to be addressed.
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July 2024 by Avonti Flood
TERRIBLE CUSTOMER SERVICE!!!
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April 2024 by Denisse Santamaria
Love the ambiance, very professional staff, I got a full relaxed experience. Definitely recommend it 100 percent
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April 2024 by Erika Cary-Stewart
Hand and stone on matlock is the worst! Mia called me at 8:45 this morning when I was already sitting in the parking lot. I missed her call but received her voicemail where she stated they have to cancel because brook was having personal issues and she wondering ? f I can reschedule. No I can’t reschedule I’m already here and Mia bats those eyelashes like I can’t comprehend. I ask for the manager she says oh she will be in at 11 o ask for corporate she talks to the guy who just walks in and states I can google it. The worst ever I tell you run I wouldn’t trust them with my dog. I called back at 11 and Elaina stated there is no manager hmmm she then puts Mia on the phone who says well the manager comes in at different times maybe it will be 12. Well o guess I’ll go up the chain of command since my service was already paid for in advance
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March 2024 by Terry Reeves
Fab u Lous service!
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March 2024 by Dustin Tolar
Setting an appointment was easy. It seems most places are so tedious that it's not worth trying, but here it was great. Staff were friendly and didn't pressure a bunch of up-sells which would be an instant turn-off. Everything was clean, professional, and organized. I even set up a membership before I left.
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February 2024 by Brian Barton
Was able to make a reservation for the same day. Lower back was aching and I explained this to my therapist, Hope. She was very good and the front desk staff were very good also.
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February 2024 by Victoria Todd
The massages were really good and would go back for that reason alone. The front shop staff was friendly. However we did have some problems while there; we were not told about the room booked was more expensive and then being charged more even in addition to that. I didn't find out about the additional 40.00 dollars I was charged was when I looked at my bank statement. Then trying to find out more information and get a refund was a nightmare and no one reached back out until it did a survey on their website and that's when they reached out to me; even though I was told by staff Management we would reach out to me. Then they only refunded part of additional charges.
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January 2024 by Hong V.
I found my duo - love Amanda for my facials and Marilyn for massages! I've been going to Amanda for a while now: Just when Covid opened things back I up I was still having to wear masks due to working in healthcare = the worse maskne (mask+acne) and the worse I'd ever looked (and felt, but that might have had to do with the world ending too hah). I asked her to "fix me!" and she sure did in a few months with the DiamondGlow treatments. She got me back on a routine at home and I still see her regularly (every other month now) for maintenance and good vibes - she's just that great! She's very caring and loves to answer all the questions I throw at her. I followed this H&S when they moved locations (their original location was more convenient) just for her! I was getting GC's for the holidays and asked who does the most firm massages and unanimously was told Marilyn. I went to her myself for the first time and I'm. Loyal. Now! I went from a ~70% desk/computer job to a job that is about 85% now and my body is constantly in pain and/or numb. I came out feeling like a new person! I tried CBD for the first time and already have an idea of trying a few other different things next time, again, after some inquisitive questions. She only works M-F which I am more than willing to juggle my M-F schedule with. H&S in general, this location is always friendly and clean. I love their Dermalogica products that they sell and being a member is definitely worth it for me; the price + price for extra services and services/products of earned points are great too.
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November 2023 by Ruthie Russell
Amanda gave me the best facial I’ve had hands down. I’ve never thought a facial was worth the price until I had one done by her.
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November 2023 by G
Really like this Hand and Stone. Very nice and clean. The ladies at the front desk are extremely nice and professional
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November 2023 by qrene' !
Deep tissue massages only way to go!
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November 2023 by Chad Cooley
Went to this location Sunday evening at 4, lady came from the back look like she hadn't sleep in awhile complaining about how tired and hungry she was. Got water and then ask the lady at the front if it was water. So after that I decided to leave and then I notice she put me down as no show and I got charged too. Good luck to the next customer.
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October 2023 by Karen Gutierrez
Wow!! the front desk, Jennifer and Sherry were amazing.. Kryslyn gave me the best ever massage I have had already booked for next month!!! Way to go girls you were amazing
