Reviews

Review Details

• Review fromv. R.

  Date: 03/19/2025

  1 star

  v. R.

  Date: 03/19/2025

  Horrible management in the *******, ** shop. Do Not go! They did not honor 4 hour massage points that I had worth $360. I was told that they would expire in June 2025 by the front desk, but when I arrived for my massage in March 2025, I was told that they could not apply my points (hours) because they had expired in March, but that yes there was something on their screen mentioning June. I was told to leave and that the manager, ***** ******, would call me back and fix the issue. ***** called me back and angrily told me that my points expired in March, even though I had 4 hours of massage left. She then hung up on me after I told her that I would contact the BBB. Update: ***** ****** called me back an hour later and let me know that even though I was rude, that she would honor my 4 hours until April 29. I won't be using these in *******. Do not go here. The massage therapists are great, but there is a high turn over (I wonder why?). In 1 year, I had 3 different therapists due to their leaving/quiting.

  Hand & Stone

  Date: 03/21/2025

  Client purchased a prepaid 12 month membership. We extended her membership to expire in March. Client wanted to extend it to June I am unable to extend it that far in our system. I did accommodate her again to extend it to April 19th. This is already going far past the original time allotted for the membership. When I spoke with Violaine and I informed her that we were extending her membership she thanked me and stated that I was lucky because she was going to report us to the BBB. We make our memberships clear and are open 7 days a week opening at 9am closing at 10pm giving clients the time to come in. We like for our clients to use their memberships to keep our massage therapists working. We went above and beyond the membership agreement for ********.

  v. R.

  Date: 03/27/2025

  I was told by the front desk a month before my membership expired in January that they could extend my membership until June in December. I believed them and spaced out my monthly massages. At the end of March I went for my massage appointment and was told by the front desk that they could see something about June, but that they couldnt apply my points and to go home and call the manager. I did that and that is when I was told by ** ****** that my points had expired. She needs to better train her front desk people to let people know what to tell clients. In the end, ms ****** did extend my membership until April 19. However, when I went to make an appointment with a different location in ********** , ** for late March, I was told that my membership was expired. I contacted ** ****** who told me that she had used my account to show the girls how to remove points from customers and that she had accidentally forgotten to replace them. She did at that point replace my points until April 19, 2025. ** ****** is not telling all the truth. We will see if my points are still there after this response. I have 3 points remaining or 3 hours to use before April 19.

  v. R.

  Date: 03/27/2025

  I was told by the front desk a month before my membership expired in January that they could extend my membership until June in December. I believed them and spaced out my monthly massages. At the end of March I went for my massage appointment and was told by the front desk that they could see something about June, but that they couldnt apply my points and to go home and call the manager. I did that and that is when I was told by ** ****** that my points had expired. She needs to better train her front desk people to let people know what to tell clients. In the end, ms ****** did extend my membership until April 19. However, when I went to make an appointment with a different location in ********** , ** for late March, I was told that my membership was expired. I contacted ** ****** who told me that she had used my account to show the girls how to remove points from customers and that she had accidentally forgotten to replace them. She did at that point replace my points until April 19, 2025. ** ****** is not telling all the truth. We will see if my points are still there after this response. I have 3 points remaining or 3 hours to use before April 19.