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January 2024 by Sandra Penoyar
Great spa day with my daughters!
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January 2024 by P RH
My therapist, Sandra, is great. This review is about the front desk service. I purchased a service in Nov. The therapist informed the assistant manager, Hanna, that I did not receive the service. I was informed I would receive a refund. Since Nov 6th, I have been requesting a refund. I was informed this two weeks ago, and this week again that I was refunded and afterwards, same day this week, I was informed that that the new manager and assistant manager did not know how to refund the money to my credit card. I will contact the BB and my credit card company.Next, I purchased the bogo gift cards. I was informed my the regional manager and assistant manager that if I purchased a gift card, I would receive one of equal value. I was told 2 weeks ago that if I purchased a gift card, I am not a member, for non member rate; I would receive the free card for the guest member, which is less. For 3 weeks , I have been told the regional manager would follow up, I have yet to be contacted and the issue has not been resolved. Due to the immense amount purchased, $3k, I will have to go small claims court and the BB. I would not recommend buying gift cards from this location. I feel as if I have been stolen from by not getting my refund for 2 months, $625.00, and not being given the gift cards. No urgency to assist me, just we refunded you and we don’t know why the regional manager hasn’t contacted you!
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November 2023 by Hussain Al-Mutawakil
Not doing business here its a money grab. They can take my money but not my peace. My wife and i were set to go but their unprofessionalism turned us off. This establishment is money first not client first. There are other local options with a more genuine approach. This line of work should bring wellness but it only brought us disappointment
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September 2023 by Anthony Lee
I surprised my fiancé with a Facial and here's what she had to say: The experience was very calming, relaxing and therapeutic. My face felt very light and very clean and my skin was glowing at the end of the procedure. The masseuse was very interactive, did a proper assessment, and explained the products she was using and why. I would highly recommend this service and will definitely by returning the next time I'm in the DC area.
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September 2023 by Megan James
I will update this review, hopefully more positively, once I have my appointment; but this is my experience so far: I made a facial appointment for a particular date, because it was a few days before an event I'm attending. However, today, a week prior to the appointment, I received a text reminding me I had an appointment this afternoon. I did mess up, myself, also because I had replied C/confirm to a text reminder stating the wrong date a week ago. I spoke to the manager to let her know that the date they had was definitely incorrect. She repeatedly pointed to my confirmation by text - and I do understand; however, I also believe it's not hard to understand someone being busy, presuming the business had the date correct, and replying thinking they were doing the courteous thing. I am now being charged $40 cancellation fee. I understand that businesses cannot make a habit of permitting clients to cancel last minute, this was a very particular case in which they bore part of the responsibility. I very much doubt I will return, no matter how well the appointment goes, so they have lost any further business I could give them. But, again, I will update this review.
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July 2023 by ImKEE2012
After 2 loyal years of being a member here, I will have to revoke my membership for the lack of care and customer service from the front desk staff Shadree. I've been committed to this clinic up until today. I feel unvalued and unheard by the staff. I was unable to make my appointment last week and asked if there was anyway that I could be rebooked without penalty(maybe as a one-time courtesy). Shadree was non-empathetic towards my needs. This helps me to reach the decision to cancel my membership.
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July 2023 by Elaina Holko
Had a really nice experience here. First of all, I love that they have later hrs. It really helps with a difficult work schedule. The receptionist was friendly and my massage started right on time. My therapist was Dion. He is incredible! Place was clean. Massage table was very comfortable. And the massage was exactly what I needed. I’ve never felt so much relief after a 50-min session anywhere else.
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July 2023 by Sapna Batheja
Massages are great, but customer service is terrible! They give you a hard time about cancelling due to illness. They make it seem like it is your fault by having an illness or having to take care of a sick child. Very condescending and rude. I would maybe go in for a one time appointment, but would not go in for the membership.
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July 2023 by Ana Maria Restrepo
Horrible service. I opened a membership, and there is hardly any appointments. You cant access your account online. If your card doesnt process the monthly payment nobody will say a word you have to guess. If you want online access they block your account. The manager returns calls 5 days later, and if you dont use your membership, they will never refund you. They dont care what they do, like all businesses its only about the money.I tried Friday June 16 to fix my problem and NOBODY helped. The person at the front only blocked my account when resetting it. Then I got a call back Monday June 19 and the Manager refused a refund, bombarded my email after I said I wanted to close my account. I did reach out with $0 refund.Unless you call me and refund me, my bank has been adviced what to do, im not paying anymore.
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June 2023 by Marion M
This Hand and Stone has been the second best establishment I’ve ever experienced and I’ve been a member for 10+ years!At this location where I frequent to get my facial by the Master Esthetician name Maruka - she’s been my esthetician for the past 4 years and have been taking care of my face - she’s very professional, accommodating and always ensuring that I’m using the best products depending on how my skin is doing during that season - I have no complaints what so ever, if you are looking for a nice relaxing spa and a Master esthetician, I highly recommend this location and ask for Maruca - you will not be disappointed!This location is very clean, the hostess is always nice and professional, and the environment is welcoming and beautiful, I’m always relaxed and looking forward to my next visit!
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June 2023 by Amy Eckrote
BEST FACIAL EVER!!!! The part I loved the best? She didn’t talk to me (other than to make sure I was comfortable and everything was okay). I had stopped getting facials because every time they would talk the whole time about all my skin flaws and all the things I could buy to fix them ?? but I had never tried this place so decided to give it a try and OH MY GOODNESS it was great!!!!! So relaxing! The place is also so clean, private, respectful and all the rest. I will be making this my new place! Can’t wait to come back! Whoohoo I feel great! ?
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May 2023 by S s
Very disappointed with the massage and this location. I drove 45 minutes to get to this location!!! It was a frail message telling her I was okay with more pressure. She responded sure, but still did the same force and moved up and down, and ended it 10 minutes earlier. I explained to her that I also have a facial right after she told me to get dressed and wait to be called in. So I dressed and waited for someone to contact me at the front office for 15 minutes. Twenty minutes later, I asked when that person would be coming to get me, and the front office lady said wait, I have to call her and see how far she is!! So I had to cancel my appointment and leave. Very unprofessional!!!
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April 2023 by AshleyNicole
Where do I begin? In summary terrible and hostile customer service and very likely the worst massage I’ve ever had. The long part: I arrived 10 mins early for my appointment. I walked in and no one was there in the lobby or the front desk. No problem I just looked around at all the products and literature and waited patiently. About 7 mins go by and a massage therapist walks out to get something. She had that ‘another day at work’ sort of look that just said “leave me alone.” She looks directly at me and doesn’t acknowledge me waiting at all. No “hello” or “good morning” or “someone will be right with you.” Nothing. At this point I’m hoping to myself, “please don’t be my massage therapist” and as luck would have it, she was! Another 5 mins or so go by and the front desk girl walks out to the phone ringing. She doesn’t acknowledge me waiting there for now over 10 mins at all. There was no “hello” or “good morning” or “I’ll be right with you.” She just goes up to the desk answers the phone and proceeds to help the person on the line. I just wander around the lobby looking at products patiently for about 5 mins while she’s on her call when I heard her mumble something like she was annoyed. I just tried to mind my business when I heard her say it again. That’s when I looked up and realized she was talking to me! So I said “sorry I didn’t catch that?” Thats when she literally rolled her eyes and shot me a look as if I tried to ignore her or something before saying “you’re done.” Not even looking at me. Just pressing buttons on her keyboard as if I did something to make her upset. I don’t even know what she meant by “you’re done.” But before i had a chance to ask the massage therapist walks out to escort me back. The massage: The therapist turned out to be nice, but the massage I felt was hurried. It was not relaxing at all. If anything it was tense and uncomfortable. The room was freezing, her hands were cold and so was the oil. She barely used any oil and even though she asked pre-massage what pressure I liked and I said “firm” it was the lightest touching massage I’ve ever had. It almost seemed like she didn’t want to touch me at all. She was also pretty tough moving my arms and legs and i just didn’t feel like it was a relaxing soothing experience. I honestly felt bad even paying for the massage as my husband does a better job at home. The front desk girl also pressured me to leave the massage therapist a tip which I was unhappy about since I wasn’t happy with the overall service at all. I would never go back there again honestly. The facial was nice however. The esthetician seemed new but she was clearly skilled. My skin was glowing when I left. The microdermabrasion was very mild however. I didn’t feel it exfoliated much at all. I wished the facial experience consisted of more steam, some aromatherapy, spa music, and better ambience. And afterwards I wish there was maybe some spa water or tea, and just a whole experience, but unfortunately it’s just not at all. They do offer a robe and slippers which was unexpected for this place to some degree (waffle knit and not soft at all). They have the space to make it a luxurious spa but they don’t have the staff. Everyone working there seems to hate it and like they don’t want to t be there. I wouldn’t return nor would I recommend this place until they hire some professional, warm, kind staff.
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March 2023 by Douglas Dana Goncz (Dana)
My massage therapist was safe, respectful, clean, strong, and cheerful but not flexible at all and not very attentive. Typical corporate massage. I would recommend nearby massage school 4 equal value.
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February 2023 by Zainab Noori
They have been charging my account not only once but three times afew months after I cancelled my membership there!!!! And when I asked ‘Alexa’ why this happened because three time is not by accident anymore, she went to talk to her manager and came back with no response!First time this happened afew months ago after I cancelled my membership but on that time they’ve been charging my brother in law account( he was my guest and went to Hand and Stone only once and he just paid for the tips). They kept his credit card info and they have been charging his credit card few times afterwards!!!!!!!!!!And also the reason I cancelled my membership was because of horrible rude customer service experience.I don’t know if this place is a place to go and relax or add anxiety and stress!!!Hopefully this was the last time talking and dealing with these people ?????