DO NOT WASTE YOUR MONEY WITH HAND AND STONE, and more specifically, this location!! There are other massage companies with the same type of services that are run much more efficiently and not so terrible to deal with. I am quite frankly, LIVID, and will be reaching out to the location in Miami where I initially obtained my membership to cancel it because of this location. I booked an online appointment via my membership account for my husband, who as I said when I first got called by this location, works 12 hour shifts, works like a dog, and never treats himself--and Fridays are his ONE day off each week. My husband also picks up our son on Fridays. I booked the appointment to use several of my MANY rolled over packages ( I have given Hand and Stone plenty of my money for very little in exchange since I actually rarely go in) for a 90 minute massage with hot stone upgrade for January 19th, at 1 p.m. It was confirmed via the online booking on Monday, FOUR DAYS PRIOR, and when I managed to for once be able to go in myself this past Tuesday the 16th, I re-confirmed the appointment with their front desk and checked out in ADVANCE. Today, less than 24 hours prior to my husband's appointment tomorrow (which I find ironic given clients cannot cancel within 24 hours without penalty--which I was in the midst of stating when the assistant manager sadly, hung up on me), this location cancelled his appointment. i was called at 2:22 p.m. by an employee named Lisa I believe, basically telling me that because the therapist that my husband's appointment was booked with was suddenly unavailable tomorrow he had to reschedule, which is not really possible his schedule. I was irate to say the least, because to me it is in extremely bad taste to cancel an appointment someone clearly took the time and effort to very specifically book, and had confirmed twice, less than 24 hours in advance without any kind of back up plan. I'm sure, as I said to the lady when she called the second time, that there are other therapists in their employ not working tomorrow who could have been asked to come in for 1 1/2 hours of their time. I then asked on that second call if the manager was present, to which they said there was an assistant manager. I said I did not want to speak to an assistant manager but the person in charge, and that unless the manager called me back, my husband would be there at 1 pm tomorrow and I'd expect someone in the original therapist's place. I cannot count the number of times this business has been handled poorly. Once, last year, I tried to go in for a pre-booked massage at the same time as my husband and I was taken back and his therapist never showed up--she was out shopping. The assistant manager then called me back and told me no one could replace the therapist (to be quite frank I doubt they checked), and therefore my husband's appointment would be cancelled. That was at 2:42 pm. I was FURIOUS. While this may not be the biggest deal in the world, I find the customer service at this business appalling, and the way this was handled, appalling. Their Assistant Manager hung up on me after sending me a message stating I was no longer welcome at their location because of "bullying" (is it bullying when you're rightfully angry and saying something true?) At that point I called to mention their policy for clients not being able to cancel within 24 hrs and to tell them I wanted the actual manager to call me when she was in--not to fix the issue or reschedule, but to express my extreme distaste at the situation. However, I never got to that part as the assistant manager hung up on me before I could get out the words In my frank opinion, being rightfully upset and demanding a solution, and stating facts, is not bullying, and if you have people working customer service, they should expect rightful anger in these situations, and be made of tougher stuff. Not that I'm inclined to ever go back to that location period. seriously, GO ELSEWHERE read more
