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  • My boyfriend surprised me with my first ever massage at this location last night. We arrived 15 minutes before our appointment and the woman working was helping another customer. Once she was finished, my boyfriend stepped up and indicated we had a 7:00 reservation to which the woman said "Not at this location." Excuse me? He asked her to check the emails as he booked it the day prior well in advance. She said "well, I see the email, but you aren't on the book and we are closing at 7." This shocked me because the sign on the door says 9 PM and walk ins welcome. She claimed a family emergency which we can understand happens, but we were not called or emailed about our appointment. We run our own businesses and cleared our schedules to be there, costing us money and time! Worse yet was the woman working NEVER apologized for the inconvenience, NEVER offered a new appointment and INSTEAD decided to see who didn't put us in the book so she could blame them for the mistake. That was the last straw for us...both of us have worked in customer service and know you NEVER blame another member of your TEAM, YOU take accountability. We left, obviously upset, with no apology from the woman. We went to Elements massage at Citadelle plaza on 59th AND COULDN'T BE HAPPIER. Highly recommend ELEMENTS and have already been sure to advise friends and colleagues against Hand and Stone.
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