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Business Profile

Spa

Hand & Stone Massage and Facial Spa

This business is NOT BBB Accredited.

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Reviews

Customer Review Ratings

1

Average of 1 Customer Review

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Review Details

  • Kaitlyn B

    Date: 11/04/2023

    Rene Manzo is I believe the manager who I spoke to today about charges on a card that was not authorized in the first place to be used for my membership and for which i had already called to cancel a month before (the membership). The card had been charged for the month of september under the card that was not authorized and does not even belong to me and was only used to pay for a tip ONCE under my membership. there was no indication that the card information was being saved. I let that charge go and simply called to ask to cancel my membership immediately after noticing the charge on october 3rd. When i called on october 3rd i was only asked why i was cancelling and was told ok have a nice day. there was no indication that i would be charged for the next month, that i would have packages still on my account, or that i had to sign a cancellation form to confirm my cancellation! all extremely important details. When i called and spoke to rene today she was apathetic and unapologetic. She asked me to check if i had any emails about a cancellation and to even check my spam. I found none. My email was still working as I had received emails from hand and stone this morning. but nothing about a cancellation. Obviously there is very poor communication and poor customer service happening at this location. Rene refused to refund me the “hundred dollar” charge to my account and even decided to start arguing with me that it was only $79. sorry rene for rounding up. i will not be coming back to hand and stone and will be informing many people i know about this experience. i feel taken advantage of and disrespected. i’ve been a member for over a year and always claimed great things about this place and bought many gift cards to gift to people. I had to cancel my membership due to financial issues which is why I find it so upsetting that a $79 charge is taken so lightly. I guess I just never realized that hand and stone can’t handle discrepancies.

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