Hand and Stone Massage and Facial Spa

Extreme favoritism, incompetent management, front desk employees hired off the street who have no experience in the health and beauty industry who like to create dissension between other employees.. excessive obsessive micromanagement. Hand and Stone does not care about quality service it is all about the numbers and all about the money. They are assembly line cookie cutter services no better than Massage Envy. A waste of money and a scam

From: Revdex.com of Metro Washington DCDate: Wed, Feb 21, at 2:PMSubject: Fwd: FW: Website: Complaint ResponseTo: From: [email protected] [mailto:[email protected]] Sent: Tuesday, February 20, 4: PMTo: [email protected]: Website: Complaint Response Business Response to a ComplaintComplaint ID#: [redacted] Company Name:Hand & Stone Massage and Facial SpaCompany Contact:Michael J [redacted] Company Phone: [redacted] Company Email: [redacted] @handandstone.comPerson Who Sent the Complaint: [redacted] Staff Member:N/AResponse:We have done our best to work with [redacted] to resolve this issueShe has worked with several people on our team to seek resolution and we are willing to work with her on thisThe following communication was sent to [redacted] last week in response to the letter we received from the Revdex.com: Good Afternoon [redacted] , We received your written concern from the Revdex.com and I wanted to take a few minutes to respond back to you as I know you have talked to many of us on the Hand & Stone TeamMy goal is to get your concerns resolved today and to make sure that there are no outstanding issues that remain so that you can move on from this incidentI have a deep understanding of the situation and the conversations that have taken place in an effort to help rectify the hyperpigmentation that was caused by your original facial serviceI want to help you with this situation as much as I can within the extent of what we can offer as a businessHere’s what I can do for you: Make sure that your membership is cancelled and ensure that any unused services are refunded back to youNormally we would never refund any services, but I’m happy to make an exception in this situationRefund any services or product that you have paid for over the last several months that were as a result of the initial appointment, including the initial appointment Pay for folltreatments to help with the on-going issues that you have with your skinIn speaking with my Lead Esthetician Maruca that you saw for your follappointment, she said that the hyper pigmentation that you have could be resolved with an exfoliation series (either LED or Chemical Peel)These series cost $for our Members and I’m happy to comp this for you as well as any product that Maruca deems necessary to helpMaruca is one of our most trusted and experienced estheticians and I’m confident she’s the right person for you to be working with and to take care of any on-going issues you might haveIf you choose to go a different route and see a dermatologist or other physician this is absolutely your prerogative but Hand & Stone cannot offer any compensation for treatment or services outside of our spasWe believe that your issue can be resolved with Maruca and hope that you allow us the opportunity to help youI’m sorry that a resolution to your liking hasn’t been reached sooner, our goal is always to provide a great experience to each of our Members and it doesn’t sound like we’ve done that for youI’m including my personal contact information should you need to get a hold of me at any time in the futurePlease let me know what you decide regarding future services and also what you are expecting to be refunded and I will take care of it personallyHave a great day and thanks for your businessMike- [redacted] [redacted] @handandstone.comSent on: 2/20/4:57:PM

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Hand and Stone Massage and Facial Spa regarding complaint ID
***
Regards,
*** ***

From: Revdex.com of Metro Washington DCDate: Wed, Feb 21, at 2:PMSubject: Fwd: FW: Website: Complaint ResponseTo: From: [email protected] [mailto:[email protected]] Sent: Tuesday, February 20, 4:PMTo: [email protected]: Website: Complaint Response Business Response to a ComplaintComplaint ID#:***Company Name:Hand & Stone Massage and Facial SpaCompany Contact:Michael J***Company Phone:***Company Email:***@handandstone.comPerson Who Sent the Complaint:*** ***Staff Member:N/AResponse:We have done our best to work with *** *** to resolve this issueShe has worked with several people on our team to seek resolution and we are willing to work with her on thisThe following communication was sent to *** *** last week in response to the letter we received from the Revdex.com: Good Afternoon ***, We received your written concern from the Revdex.com and I wanted to take a few minutes to respond back to you as I know you have talked to many of us on the Hand & Stone TeamMy goal is to get your concerns resolved today and to make sure that there are no outstanding issues that remain so that you can move on from this incidentI have a deep understanding of the situation and the conversations that have taken place in an effort to help rectify the hyperpigmentation that was caused by your original facial serviceI want to help you with this situation as much as I can within the extent of what we can offer as a businessHere’s what I can do for you: Make sure that your membership is cancelled and ensure that any unused services are refunded back to youNormally we would never refund any services, but I’m happy to make an exception in this situationRefund any services or product that you have paid for over the last several months that were as a result of the initial appointment, including the initial appointment Pay for folltreatments to help with the on-going issues that you have with your skinIn speaking with my Lead Esthetician Maruca that you saw for your follappointment, she said that the hyper pigmentation that you have could be resolved with an exfoliation series (either LED or Chemical Peel)These series cost $for our Members and I’m happy to comp this for you as well as any product that Maruca deems necessary to helpMaruca is one of our most trusted and experienced estheticians and I’m confident she’s the right person for you to be working with and to take care of any on-going issues you might haveIf you choose to go a different route and see a dermatologist or other physician this is absolutely your prerogative but Hand & Stone cannot offer any compensation for treatment or services outside of our spasWe believe that your issue can be resolved with Maruca and hope that you allow us the opportunity to help youI’m sorry that a resolution to your liking hasn’t been reached sooner, our goal is always to provide a great experience to each of our Members and it doesn’t sound like we’ve done that for youI’m including my personal contact information should you need to get a hold of me at any time in the futurePlease let me know what you decide regarding future services and also what you are expecting to be refunded and I will take care of it personallyHave a great day and thanks for your businessMike- (*** *** ***@handandstone.comSent on: 2/20/4:57:PM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

From: Revdex.com of Metro Washington DC<[email protected]>Date: Wed, Feb 21, 2018 at 2:37 PMSubject: Fwd: FW: Website: Complaint ResponseTo: From: [email protected] [mailto:[email protected]] Sent: Tuesday...⇄ February 20, 2018 4:57...

PMTo: [email protected]: Website: Complaint Response Business Response to a ComplaintComplaint ID#:[redacted]Company Name:Hand & Stone Massage and Facial SpaCompany Contact:Michael J[redacted]Company Phone:[redacted]Company Email:[redacted]@handandstone.comPerson Who Sent the Complaint:[redacted]Staff Member:N/AResponse:We have done our best to work with [redacted] to resolve this issue. She has worked with several people on our team to seek resolution and we are willing to work with her on this. The following communication was sent to [redacted] last week in response to the letter we received from the Revdex.com: Good Afternoon [redacted], We received your written concern from the Revdex.com and I wanted to take a few minutes to respond back to you as I know you have talked to many of us on the Hand & Stone Team. My goal is to get your concerns resolved today and to make sure that there are no outstanding issues that remain so that you can move on from this incident. I have a deep understanding of the situation and the conversations that have taken place in an effort to help rectify the hyperpigmentation that was caused by your original facial service. I want to help you with this situation as much as I can within the extent of what we can offer as a business. Here’s what I can do for you: Make sure that your membership is cancelled and ensure that any unused services are refunded back to you. Normally we would never refund any services, but I’m happy to make an exception in this situation. Refund any services or product that you have paid for over the last several months that were as a result of the initial appointment, including the initial appointment Pay for follow-up treatments to help with the on-going issues that you have with your skin. In speaking with my Lead Esthetician Maruca that you saw for your follow-up appointment, she said that the hyper pigmentation that you have could be resolved with an exfoliation series (either LED or Chemical Peel). These series cost $260 for our Members and I’m happy to comp this for you as well as any product that Maruca deems necessary to help. Maruca is one of our most trusted and experienced estheticians and I’m confident she’s the right person for you to be working with and to take care of any on-going issues you might have. If you choose to go a different route and see a dermatologist or other physician this is absolutely your prerogative but Hand & Stone cannot offer any compensation for treatment or services outside of our spas. We believe that your issue can be resolved with Maruca and hope that you allow us the opportunity to help you. I’m sorry that a resolution to your liking hasn’t been reached sooner, our goal is always to provide a great experience to each of our Members and it doesn’t sound like we’ve done that for you. I’m including my personal contact information should you need to get a hold of me at any time in the future. Please let me know what you decide regarding future services and also what you are expecting to be refunded and I will take care of it personally. Have a great day and thanks for your business. Mike- [redacted]@handandstone.comSent on: 2/20/2018 4:57:13 PM

I spoke to [redacted] several times now, and she agreed that all is resolved satisfactorily and that she would withdraw this complaint.

The experience I have received at this hand and stone location is horrible. 0.001% positive rating if possible. I had a massage on Monday January 9th 2017. Everything was going ok until I was taken to my room and rushed. The therapist worked on everything besides my hand where I told her I needed it the most. I felt rushed out, and that wasn't pleasant. I tried to be positive, but in the back of my mind I felt that this was a horrible experience. Who knows, maybe this is a great experience compared to other people's experiences that have been there. I timed the session that was supposed to be 50 minutes long, and she only gave me 43:27 seconds. If I am paying for the full service I want to get my full moneys worth. This is unacceptable. I told the staff when I walked out that I have been shorted on my time, and that I felt rushed. They offered to give me 10$ off my service because of the inconvenience. I didn't want to feel negative or make a scene, but I was totally upset with how I was treated. Not a good vibe in the place what so ever. What is the point to have a massage business when you only put out bad customer service. I am writing this letter to the consumer out there. Do not go here. This is the worst experience I have ever had. I contacted corporate on Monday, and it took me 4 days to get a response. I wanted corporate to handle this matter, and what do you know? They messaged the spa, and the manager called me. If I wanted it to be handled by the incompetent staff I would have called them. This needs to be resolved. I want a complete refund for my 50$ that was wasted on completely unprofessional service.