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  • I never even got around to getting my massage at this place, due to poor customer service over the phone. I received a gift card last summer valued at over $100.00. (I was never told the exact amount, but was told it would cover a 60 min massage.) In December, I finally got around to booking my treatment for a weekday after work. Of course, the TTC broke down, and there was a huge mess on the Bloor line, preventing me from getting there from my downtown office. I called ahead and they said they would take the $50 deposit off my gift card for cancelling, but the woman told me there was enough left on the card for one of their 30 minute express treatments. I was a bit annoyed, but realized it wasn't their fault the TTC caused my cancellation, so they had the right to take that off the card. I was leaving on vacation the next day, so told her I would book sometime in the new year. Found my gift card today, so I called up wanting to book a 30 min express treatment for Saturday, but the woman on the phone (different from the lady I spoke with in December), told me that the balance on the gift card was $0.00. I explained to her that this was impossible, and proceeded to attempt to tell her what happened, but she was having none of it. She told me the card had no value and dismissed my claim. So, Hand and Stone got a free $100.00 out of my friend who kindly purchased the massage for me. I doubt I'll be attempting a visit again anytime soon.
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