Hand and Stone Massage and Facial Spa

"Very disappointed I had an appointment scheduled on a Saturday I lost my father on February 26 and the last thing on my mind was my massage when they messaged me the first time to confirm I had messaged back and told him to cancel you know when they send you a text message and you have the right to either confirm or cancel I canceled. I still kept getting messages so I said OK let me call even after all of the chaos of getting my father affairs in order after just losing him my mind wasn’t If it’s gonna tell me that I need to call in I assumed just like when they were trying to get me to come in the first time and responding to me through text that it would be the same way where I could cancel through the text message when I reached out they tried to tell me that the text message says to call in I have text messages and emails that I did try to cancel but no response and they still charge me even though I tried with everything in me to cancel before 24 hr of my appointment. I think that for a situation like this where I said I could provide supporting documents. They still wouldn’t work with me, but I am going to write a BBB complaint because I feel like in this situation. This was not a good customer experience especially when they had no problems reaching out to me and getting me in there the first time. $80 for a cancellation fee is ridiculous especially when I gave them more than enough time and All they kept saying was my condolences, but this is policy. I would like my money refunded back to me especially This time that wasn’t something that they could Gave them way more than enough time The only one with this issue, reading the I’m going to make sure that everybody knows That when something happens and you do cancel within Still going to charge you who has that money to just give away Especially when we’re doing everything on our end"

"Have been having facials done by Jordan for quite some time now and just love them. Jordan is very professional. I always leave there feeling refreshed and my skin glows. Love how she massages my face with a gentle touch. I think I even fell asleep this last facial! That's how relaxing it is."

"This review is to hopefully get the attention of spa management/Director. I am disappointed that I have to go as far as to writing a negative review in order to get some kind of response. I booked a last-minute massage on Christmas Eve. I have two very young children and subsequently was late for my appointment. I called to let the Peoria location know that I’d be late, the customer service rep on the phone did not mention anything regarding their late policy. Upon arrival at the location I was greeted by Jamie – I asked to purchase a gift card as there was a deal for the month of December. Jamie then informed me that I was three minutes late and by purchasing a gift card this would cut into my service time. I proceeded to telling her that I was not informed about a “late policy “ when I had called . She stated that she would review the call transcript and proceeded to getting my massage therapist. My massage was OK however, a massage was over, My therapist was nowhere to be found and just left. I proceeded to the front desk and asked Jamie if she reviewed the call. She stated that she didn’t. I then told her that I was upset that I was not informed of the late policy and that my massage was cut short. She stated that it was in a text that I should’ve received to confirm my appointment. I showed her the text, which was very minimal and did not explain any late policy. She Then directed me to a link in my text. I then informed her of the inconvenience of this , and reiterated that I should’ve been informed when I called. I also stated that I knew it was not her particular fault. She then proceeded to telling me that this should be “common sense”, insinuating that I should know their particular spa’s policy? I was upset by her reaction - I told her that her response was rude. It is terrible customer service to tell a client that a policy is “common sense “. She did not even look me in the eye at that point. She processed the transaction through the gift card, ended up writing the wrong remaining balance on my gift card. I called to report this incident the same day. I called a few days later as I did not get a call back from management to also inform them that my gift card was incorrectly processed. I still did not get a callback. It is nearly been three weeks, I have escalated this issue and was informed that the Director would call me and I’ve yet to receive a call. I am very disappointed as Hand and Stone is a well-known company throughout North America. I will not be returning to this location for sure, or recommend this location to any of my colleagues or friends, as I am shocked that this is how an escalation is handled."

"As a small business owner, this hurts my heart to write a negative review. However, there is a time and a place for reviews both positive and negative. I can only hope this franchisee will learn from this and make the necessary improvements. I recently needed a massage due to some back muscle tightness causing me discomfort. After I received my massage, I was asked if I would like to purchase a membership for $200. That would bring my future services down in price. At this time, I was feeling relieved of my discomfort and thought this would be a great idea to have this done occasionally. However, after more thought, I realized I do not normally have the time given my schedule for work. I would rather pay full price when/if I needed my next massage. Therefore, I decided to cancel my membership, thinking I would be refunded since I will not be using it, and I just purchased it. However, I was told there is no refund on membership fees and there would also be an additional $75 cancellation fee. So, I just spent $350 on a single massage! I understand businesses have policies, as do I. However, I personally try go above and beyond given certain circumstances my clients may have, and ultimately take care of them. My situation was black and white, no considerations from this business. Again, I hope this franchisee will learn from this mistake. A happy client may recommend your business to a few people; however, an unhappy client will tell ten or more! Please do not respond to my review with your standard franchise automated response asking me to call the business......I have already done that now I am forced to write my first negative review."

"I visited this location for the 1st time over the weekend and I was impressed with the staff. They were incredibly friendly and helpful. My massage therapist, Erin, was phenomenal! She took time to find out exactly what I needed from my massage. She is very caring and does an amazing job! I signed up for the membership and I am already booked for my next massage!!"