----------UPDATED REVIEW:…read more
I'm keeping my original review posted (for now), but wanted to keep the Yelp community up to date on my findings.
Not 30 minutes after I posted my original Yelp review the owner called me to seriously, super-duper apologize. Like really, REALLY, REALLY apologize.
They did have a tech glitch, and she just felt terrible about the whole situation.
To make it up to me, not only is she refunding me the cost from my previous, not-so-great 50 min massage, but is giving me a complimentary (80 minute!!) massage to show that they really, truly, want to apologize, and want me to have a great experience with Hand and Stone.
I'm putting my review in currently at 4 stars, because honestly- this was just fabulous service, and totally made up for my previous experience. I'm not willing to give it 5 stars (yet)- time will tell, based on the quality/experience of my upcoming massage.
I will update Yelp once I see how this all pans out.
----------ORIGINAL REVIEW:
Okay. So when I left my massage, I was planning on leaving a 3 star review. It is now a 2 star review. Why?
Because I can't get anyone to return my freaking messages!
Let's back up.
My husband received a GREAT, relaxing massage (from Peter) and immediately signed us each up for a membership, allowing us each to get a monthly massage. This was in November.
The following month (December) we returned- he went to see Peter, and I requested a massage with a female massage therapist.
The ladies at the front desk were great, the spa seemed clean, and I couldn't wait for my massage (with Kayla).
Yeah. Kayla....wasn't great. From the moment I walked in the door, she clearly just wanted to get me in and out as quickly as possible. I felt like it was a revolving door type of massage. She didn't give off a relaxing/calming vibe, she yanked and pulled the cloths around me, and the biggest thing- I specifically told her my upper back was in a lot of pain and I needed help with knots. She instead seemed to give me the general "standard" massage (I swear she spent more time on my legs). My shoulders didn't feel any better when I left, and the knots were still there.
Listen. Maybe Kayla was having a bad day. Maybe she just wasn't feeling it. I wasn't expecting some out-of-this-world amazing experience, but man....my HUSBAND does a better job of working knots out of my back. She just didn't seem to care. There was no intuition in her massage; there was no sense of care or healing or....anything. She wasn't present.
Halfway through my massage I thought to myself, "ugh. I'm done. Can I go now?!" I shouldn't feel that way. In a MASSAGE. In what's supposed to be relaxing.
So I left the spa feeling.....well, rather disappointed. It just wasn't great, and my back still hurt. But I figured, one bad experience doesn't mean I need to make a big deal out of it. She was professional enough, I guess?
So I sent Hand and Stone an email, giving them a heads up about my experience. I wasn't expecting a grand apology or anything along those lines- just an acknowledgement.
They didn't respond.
I thought, well, maybe their system was being wonky.
So I private messaged them on Facebook. They "saw" the message. (It's FB. When you see the message, it's obvious). They didn't respond.
I sent a second message. They "saw" my message.
They still, didn't respond.
Here's my point. I left disappointed, but didn't want to make a big deal. I sent them THREE private messages to keep this off of Yelp, and give them the benefit of the doubt.
Two weeks later, at this point....I've moved from disappointed to just dang frustrated. I had a bad massage. I tried to communicate that. They aren't responding to my messages.
So Yelp, here you go.
I haven't decided if I'm going to cancel my membership, or give them one more try (with a different massage therapist). At this point, I'm leaning towards throwing in the towel completely.