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November 2023 by Sarah
I arrived early for my appt and paid for a 60 min facial. I was called back 25 mins after my scheduled time and told I would receive my full service which I did not. My esthetician only did maybe 40 mins of the service if that and that time included both getting dress and undressed and her trying to persuade me to get a membership before starting my facial. Throughout the service they kept pushing for a membership & since it was my first time here I wanted to take in the experience and relax. I will not be joining their membership after the uncomfortable continuous pushing throughout the whole facial and I didn’t get my full service time. Very disappointed with my service here.
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November 2023 by Bridget Galinski
One hour massage was really thorough and helped my back pain so much! They were very caring to my sensitivity level.
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August 2023 by Mario Bryant
Did not get the service requested and when asked for more pressure to target the areas of discomfort, the woman said she can't? She can't? What does that mean? Was I her first customer? Terrible $80 spent, damn the environment, the service is what I paid for. Next one should be free.
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August 2023 by Chandler Powers
I had my first facial here about 2 years ago and have continued to go back and recommend this location to friends, colleagues, and family!There are many locations and I’ve had great experiences at some, but this one is definitely a favorite. The atmosphere is calming and the facial itself always has me leaving relaxed with a clean and glowing feeling.There are also some fabulous massage therapists that work to help you relax and/or work out the knots.
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July 2023 by Melanie Parker
Sabrina was amazing! Very professional and highly skilled! Front office staff also very professional and kind.
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June 2023 by Margaret Honeywell
Please be careful : this location is overcharging you !!! I booked the massage for my husband with free add on hand treatment, which was advertised if booking the service on June 15. It was at Henrico, Parham Rd location. According to the email that was sent on June 14 (enclosed below )Tomorrow! June 15thBOOK A MASSAGEOR FACIAL, GET AFREE*Aromatherapy Scalp Massageor Hot Towel ExfoliationHand or Foot Treatment.After the massage receptionist called my husband (on the 15th of June at 8:30 pm) to inform that his credit card will be charged $ 15 for the hand treatment that was supposed to be free. When we objected - the receptionist informed that only the manger has the authority to override the charge and that she will call us the next day and adjust the charge. She never did.. My husband is the member of Hand and Stone for years but considering the fact of calling the customer at home, late after the treatment (which is highly unprofessional) and overcharging - we are considering cancellation of membership. It will be with great regret, because your therapist - CHRIS at Short Pump location on W.Broad st is our favorite. I am not providing you with the name of receptionist at Parham Rd location (for confidentiality and courtesy reasons not to make it public). However - I can post Publicly that CHRIS at Short Pump is one of the best therapists we ever had. Thank you for your attention in this matter - Best Regards - Margaret L.
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June 2023 by Maria Gucci
Timmerie W. didn't acknowledge when I wanted the pressure adjusted. Not only was she rough looking, but she was rough with me! I was expecting a few minutes of soothing massage after the workout she gave me....but she was abruptly done. A disappointment, however, I have a few favorites there that I will continue to book massages with.
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May 2023 by Nick G.
Never go to this place. I wanted to get a couples massage for my fiance and me. I arranged the appointment a couple months ahead of time and told the lady it was a surprise present. She asked for both our numbers (wasn't sure why she needed both our numbers but I went along since I felt like I already made it clear that it was a surprise). She then sent a confirmation text to both numbers right after getting off the phone. Thanks for ruining my surprise, Einstein. The pricing on the website is horribly misleading. Their website says a one-hour massage is $69.95. It doesn't say anywhere on there that that is actually the price for a monthly membership. I've gotta believe that is done 100% to intentionally mislead people. The website says $119.95 for a couples massage with per person written very small below it. I'm, sorry, but shouldn't it just cost $69.95 per person and just doubled for a total of $140? Come to find out their true price per person is $130 if you don't get their membership. You don't find that out until after you have been taken to the back and they have completed their massage. So we ended up getting hit with a bill of $350 after taxes, tip for our masseuses, when we were expecting to have to pay $119.95. Their pricing strategy appears to be to bait to trick people into becoming first time customers. No thank you. I will never be back. Do yourself a favor and avoid this scam artist at all costs. I will be sure to tell everyone I encounter about my terrible experience.
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May 2023 by Michelle H.
I will never go back to this location due to their receptionist!!!!! I treated myself to a massage and facial for Mother's Day only to have a call after I got home that I "skipped out on some of my bill" as the receptionist stated. I was told 1 amount, agreed to pay and then told another amount bc I was voluntarily given a "discount" by the lady that took my payment. Someone called and stated I owed them more, can I cancel my pending payment and repay them the full amount???????? I told her I have a receipt and a pending transaction for what I paid and I don't owe them anything. They proceeded to TRY to charge my card $110 difference 2 times even though I did not owe them. I called back to talk to a manager and advise of the charge they were trying to make and the receptionist apologized for doing that and stated a manager would call me back. She also stated I didn't leave a tip?!!! Un-F****-believeable! This location will NEVER get any more of my hard earn money!
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April 2023 by Mikey R.
Booked a facial and a massage here in March, asked the total fee before I hung up with the receptionist - $129 because they were running a member-pricing special for non-members last month. Perfect. When I showed up for my appointment, I was taken back for the facial first. The technician explained what she was going to do, I confirm, facial was great. The massage started late and ended 5 minutes early. Technician was fine tho, nothing to complain about... until it came time to pay. I was charged an extra $90 for the facial for some treatment I was given, which was explained with fancy names, but I wasn't informed that it was an additional $90; I thought what the technician was explaining was the regular procedure. I brought this up at the register and I was told they would reduce it by half. This is not to mention that I was actually charged $140 for the base services instead of $129, not including tax. I didn't feel like arguing about it, so I paid and decided to deal with it later. I called the next week to discuss this shady situation further, and I was told by a manager that I was given half off that additional procedure and that's all I'd be given. I asked for the corporate number to pursue this further as well as her (the manager's) name, but she purposefully hung up the phone before giving it to me. I've called back no less than 7 times during normal business hours and they won't pick up my call. I called corporate last week and spoke with a woman there; haven't heard back from her either. Bottom line here is that if they were adding on a $90 service I should have been informed so I could confirm or deny. Bad business, complacent customer service, and blatant rip-off, in my opinion. I tipped $30. What I expected to be around $175 for the two procedures ending up being $259. Avoid this con job of an establishment if you can.
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April 2023 by Wanda Powell
Sabrina was perfect... pressure was just right and friendly and professional
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March 2023 by S W.
I experience poor customer service from staff at this location. When I canceled my membership they literally called me every day, multiple times a day, because their internal communication is nonexistent; leaving me to repeat information I already provided. The customer service is cold and unfriendly. There should be no reason I would have to wait for service when 3 staff are looking at one iPad. It is very hard to get an appointment because they are understaffed. Parking is terrible. Every time I went there, there was an issue. I will not return.
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February 2023 by Christian F.
Got a couple's massage for our anniversary. Not much to write home about it was pretty standard but I've got to leave a good review because I'm so grateful it was a good experience after having such a terrible time with another H&S location.
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January 2023 by Megan L.
This place is so bad it's actually laughable. I left an honest but polite review a few weeks ago. The business manager replied and told me to call her. So I did. 4 separate times. Haven't heard back. Will never be returning here, such a waste of your time and money.
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January 2023 by Olivia T.
My boyfriend wrote this review but Hand and Stone apparently deleted it. Additionally, we have now called 4 times and have not received a response back. Interesting how they have time to delete reviews but not enough to call customers back.... This location has cancelled less than 24hrs from the appointment 3 times in a row. One occasion was at 8:15am on a Sunday morning before our 8:30am appointment. The closest they could possibly get us in was a month away, which they cancelled the night before. Two separate employees have since told us that a note was left for the manager to call and resolve the issue. 3 days later and the manager has not called. It's impossible to call and schedule because no one ever answers or the voicemail is full. I can't imagine that we would receive a refund if we cancelled under 24hrs from the appointment, I'm not sure why they can get away with doing the same.
