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| - I joined Hand and Stone hoping for to find a good massage place close to home. My first massage was painful, but I did ask for deep tissue, so I assumed the massage therapist went with painful for therapeutic reasons. The second massage therapist was better - firm but not painful. However, she was not friendly. I was thinking of going back to her but for the third appointment, the receptionist recommended a therapist so I thought, well I'll try. The third massage was humiliating and I didn't even stay for the massage.
When I called to cancel my membership I was put on hold and no one ever got back to me (I waited 4 1/2 minutes). Of course when I called back you have to come in and fill out a form to cancel. That's okay, it's on my way home from work, so although I was somewhat in a rush to get home, I was also in a rush to end this humiliating experience, so I dropped in to fill out the form. I found I would not only be paying the last month of membership but I would be out two months since I had to pay for the massage I didn't get. So the receptionist told me that she would hand me over to the manager. The manager was on the phone in the back room, talking and laughing. I was standing in the lobby, uncomfortable and unhappy, having had to recount my humiliating experience to the receptionist, and waiting for the manager to come out who was probably on a work call, but still the laughter gave the impression that it may've been a personal call. I was worried about my daughter and didn't have my phone with me so I left.
Overall my impression was of a clean place, however, they may not pay their therapists well so they don't get the best sort. I have been having massages for decades so I do expect a) a greeting, b) when i tell you I am in pain, lessen the pressure, c) do not humiliate me and d) be able to adjust the equipment for comfort. If you cannot adjust the equipment, look for solutions, be creative, be understanding, don't just tell me, I can't adjust this equipment.
Finally I think when a customer is upset and leaves without a massage you should give them a courtesy call to find out what went wrong, and if they are cancelling their membership as a result, you should also treat them with courtesy, not rudely making them wait for an unreasonable amount of time.
I cannot recommend this massage place to anyone. I wouldn't risk it. Try someone else. If you have to keep bouncing from therapist to therapist to find a good one, you might as well go to a school. There you will take the same risks of not getting a great massage or great service, but for a lessor price. Else if you have the money, skip the savings and find a great professional massage therapist. A good one is worth skipping the discount for. This place is too high a $ cost for the risk of getting bad service or a bad massage.
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