Customer Reviews for Hand & Stone Massage and Facial Spa- Glen Mills (6)
February 19, 2012
Horrible Customer Experience & Managment Staff
My girlfriend and I booked new customer appointments on a Saturday for the following day. She got stuck at a function for her child so I called to reschedule the appointment to the following week. The first thing they told me was they were going to charge my friends card for the cancellation even if we rescheduled because they have a 24 hour cancellation policy. I texted my friend and she said they never told her that when she booked the appointment the day before. I said how would this apply to an appointment booked the day before? She said it doesn't matter, we are going to charge you anyway. I said why would you have a policy like that, it's very anti customer friendly. She said we just do. I asked to speak to the manager and he was a total on the phone. Don't go to this place. They are not interested in customer service, just stealing your money. If you go, you will have issues with the staff and management. Don't say I didn't warn you!
I would like to take a moment and clear up any confusion. This guest called an hour before their appointment which was the last appointment of the day on a very busy weekend day. I told her first I would try and fill the appointment but if I couldn't that they would be liable for 50% of the service which was explained when we got their CC number at the time of the booking. Our cancellation policy is always stated whether you book a week, month or day in advance. A 24 hour cancellation policy is not unheard of in the spa industry. We were able to fill the appointment by calling our clients on our cancellation list and did not end up charging them at all and did contact them to let them know this. We are very interested in customer service and live by high standards of such standards. I do apologize for any misunderstanding.
March 21, 2011
Nice atmosphere and clean place. Nice people. However, I was told the facial would be an hour. It was only 50 minutes. When I questioned it, they told me the other 10 minutes was for changing my clothes. I wasn't happy with that answer. Also, they kept trying to sell me the products when I stated I wasn't interested at that time.
September 4, 2010
Straight to the point
I visited the Hand & Stone a month ago for a massage,which happened to be the most relaxing massage I had ever received.I left there a member which allows me to receive a 1 hr swedish massage or 1 hr signature facial once a month.The spa is new,clean, and the staff are very welcoming.I can't wait to go back month after month.
August 24, 2010
I LOVE this place!
I became a member at this spa about a year ago. It's clean, comfortable, and relaxing. They offer great deals( especially if you're a member) and the staff is great! I highly recommend this spa to everyone!
February 4, 2010
I'm actually from Boston, but was visiting friends in the Philadelphia area and enjoyed a wonderful experience at the Hand & Stone Spa in Glen Mills. I loved the ease of access- used to frequenting spas on Newbury Street in Boston (parking is a bear)!! The Spa was exquisite from my first step into the front door to entering my treatment room. The treatment table was so comfortable! The staff was exceptional from the support staff to my actual therapist. I enjoyed the cold stone facial massage as well as the foot massage. I wish I lived closer, but I'm looking forward to a facial at my next visit. I even bought a candle from the retail area. Truely a wonderful experience; would highly recommend!
February 4, 2010
All they need is a nap room!
I was so relaxed after my hot stone massage and foot treatment! All they need is to add a nap room! The spa is beatiful - nice, relaxing atmosphere. The staff was extremely professional and friendly. Would highly recommend. Can't wait for my next visit!
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