ComplaintsforHand and Stone Massage and Facial Spa

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/13 Scheduled over a month ago a facial and a massage appt and I always ask receptionist to make sure I am with the same people ***** and ********. When I arrived for my appt today it was an hour earlier than what I scheduled. When I got there the massage therapist was terrible , had calluses on here hands and made my sciatic worse . Her skin on her arms were so dry to where it felt like her skin was left on my very oily skin. I met the front desk know before my facial appt I wanted to cancel that appt as it too was with someone else. I have very sensitive skin and had been working with the provider on what works and doesn't for the last few months. I was very disappointed so cancelled membership. I do not want to pay for my service today and asked to speak to the owners once owner called me back he was very rude and hung up on me. He then left another voicemail saying he had han died it badly. This is terrible customer service and want my money back for today's service. I will bot be recommending hand and stone out to anyone anymore if this is how they treat there members.

  Business response

  07/01/2023

  The therapist the client was scheduled with did not show up for work that day. We later found out she no longer worked for us. We were fortunate that we had an opening with another therapist at that time. We switched the client to the other therapist. The other therapist has had numerous great reviews, however this client apparently did not like her. She also then refused her facial service because her usual Esthetician no longer worked here. We could have charged her our standard same day cancelation service fee of 50% for the facial that she refused. Because of our outstanding customer service commitment, we decided to drop the charge and let her go on her way. We have found over time, there are a certain percentage of people that whatever you do, they can not be pleased. This client, apparently is one of them. We were in a bind when our original therapist did not come in and we were able to make things work to please the customer. 

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