Customer Reviews (3)
May 9, 2013
Management here is POOR...they are theives!!!
I have been an auto renewal member with Hand and Stone for about 2 years. I recently was diagnosed with severe lower back issues and haven't been able to walk for the past few months. My doctor advised me not to get massages due to the fact that he doesn't want anyone messing with my pelvic area and undoing what he is working to correct. I informed the Raleigh office of this medical condition, but they kept insisting that I reschedule my massages for later dates. When I had to cancel my 4/23 appointment I was informed that I would be charged $100 for canceling, even though they knew my previous situation. I was told that if I brought a doctor's note in that they would remove the fee. The very next day, instead of icing my back at home, I drove from Clayton to N. Raleigh to bring in a doctor's note as requested to get my $100 back. I asked that the manager, Natalie, give me a call to confirm the removal of the fee and was told I would receive a call back the next day. One week later, I still had not heard from anyone so I again called to find out what was going on. My account had not been credited still and I again left another message for the manager to call me back in regards to the situation. Another week went by and I still had not heard anything back nor had my account been credited. I again asked to speak with the manager, who was not in, so I asked to speak with the owner, Chris, but he was not in either. I let the girl know at the front desk that I would be writing the corporate office in regards to my situation and the severe lack of customer service shown at this location. Surprisingly, I received a call from Chris this afternoon. He told me Natalie would call me back to talk to me about my account. Natalie called me back an hour later to tell me that she didn't believe the signed letter I gave them was from my doctor and she would need another letter given on letter head so she can confirm my appointments before issuing credit to my account. I gave her my doctor's phone number so she could call and confirm that I wasn't lying...I don't have time to keep running around, in pain, for this company who stole $100 of my hard earned money for nothing. She said she would follow up; I'm not holding my breath. I find this establishment a very sad example of your company and what it is you stand for....comfort, relaxation, beauty and security. I find myself asking what kind of $100 fee is worth losing an over $600 per year customer? What kind of business owner would allow this to go on in his store? Is this a company I want to associate myself, my collogues, friends and family with? The answer should and is NO on all accounts. I canceled my account today and never plan on going back to this store. This has been an on going issue for over 2 weeks and still no resolution. I cannot get the manager or owner to call me back concerning the refund of my stolen money. I have had nothing but AWESOME service from this location's front desk, estheticians and massage therapists...as far as their management and stealing money from me for no services rendered due to my current medical condition, they are AWFUL!!!!!
July 17, 2012
Raleigh Location the massage was just ok--it was one of the lower ranking ones I have received I can't remember the gentlemans name who gave it but FIRM to me means FIRM throughout my entire session I specifically put the parts of the body that were bothering me and i feel that one part in particular even though the most time was spent on it was neglected (MY BACK) I have never had a massage where fingers were ran up my back anyway thus the reason a second appointment was not scheduled and for the prepaid appointment I gifted to someone I went ahead and forewarned them --there was music playing but it was so low I could only hear the fan that was going which should have been turned off--you are naked and the atmosphere should be inviting.
March 8, 2012
While I was in town for my cousin's wedding, I came in for a signature facial. The service was terrific and the prices are reasonable too. I recommend Hand and Stone if you are looking for facials or massages.
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Hand & Stone Facial & Massage Spa - Raleigh
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