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April 2024 by Jennifer C
They changed staff and Natalie at the front desk charged $210 for a massage that was already paid. The customer service is terrible. There are plenty of better massage options in Northern VA and DC.*Don’t put your card on file, or they will charge you multiple times. I’m trying to dispute the charge with my credit card company.
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March 2024 by Monica Zakaria
Lily is an exceptional masseuse who really knows what she’s doing, would highly recommend her.
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March 2024 by Tiffaney Purvis
If I could give a negative review at this point I totally would. I went to another location, paid what I thought was my membership amount at the location and instead of helping me, Natalie never returned my call as promised twice then told me, well it doesn’t matter what you paid, you owe us this and said to call Wednesday, Thursday and Sunday because her manager was in so I did and the manager never reached back out. I’ve been trying to cancel my membership with them and now I definitely am because they are unprofessional. Do not go to this location. Go to one where you are respected and treated as a customer and client should be. Once I finally am able to sever ties, I’m only recommending the Olney location going foreword.
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March 2024 by LaTriece Fuller
I received a great massage
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March 2024 by Abigail Kent
I’m so sad to say that this is not going to be a good review. I’ve been a member at Hand & Stone for almost 3 years and I’ve only ever been to the Falls Church location. Because they know me and my service history is extremely disappointing that they would not honor a gift certificate that was given to me in my name for my birthday over a year ago. I didn’t use it because it clearly stated that it never expired and as a regularly paying member I thought I’d save it for a rainy day. Today was that day. I was told that my gift card had been used in TX by someone called Travis. Clearly, he is not me and I am not him. We do not know one another. There was no physical card for him to take (or me to lose)because it was an online transaction. The gift was sent to me by email. The value was $300, for my 40th birthday. I would greatly appreciate if the company would honor that credit as it was fraudulently used and accepted by them (and not me). I left very disappointed today when the staff told me there was nothing they could do. Boo Hand & Stone. Boo.
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March 2024 by Raisa Khan
Although I love Hand and Stone, and have been a member for a while. I very much dislike the Arlington,VA location. I recently moved and have had the worst time trying to cancel my membership. I’ve called multiple times and have yet to receive my cancellation form. It seems as though they do not want to cancel my membership and I will have to get my credit card company involved. This location is very unprofessional and I would not recommend anyone sign up under this ownership.
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February 2024 by Brynnlee Pavlovich
Came in for a facial. My esthetician was fairly young. Was fabulous during facial in regard to massaging face and the experience. Only four stars because she did not recommend the best products (popular TikTok brands) nor did she know how to answer my simple questions on retinal products I should use other than the H&S specific brands offered.
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January 2024 by Sandra Penoyar
Great spa day with my daughters!
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January 2024 by P RH
My therapist, Sandra, is great. This review is about the front desk service. I purchased a service in Nov. The therapist informed the assistant manager, Hanna, that I did not receive the service. I was informed I would receive a refund. Since Nov 6th, I have been requesting a refund. I was informed this two weeks ago, and this week again that I was refunded and afterwards, same day this week, I was informed that that the new manager and assistant manager did not know how to refund the money to my credit card. I will contact the BB and my credit card company.Next, I purchased the bogo gift cards. I was informed my the regional manager and assistant manager that if I purchased a gift card, I would receive one of equal value. I was told 2 weeks ago that if I purchased a gift card, I am not a member, for non member rate; I would receive the free card for the guest member, which is less. For 3 weeks , I have been told the regional manager would follow up, I have yet to be contacted and the issue has not been resolved. Due to the immense amount purchased, $3k, I will have to go small claims court and the BB. I would not recommend buying gift cards from this location. I feel as if I have been stolen from by not getting my refund for 2 months, $625.00, and not being given the gift cards. No urgency to assist me, just we refunded you and we don’t know why the regional manager hasn’t contacted you!
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November 2023 by Hussain Al-Mutawakil
Not doing business here its a money grab. They can take my money but not my peace. My wife and i were set to go but their unprofessionalism turned us off. This establishment is money first not client first. There are other local options with a more genuine approach. This line of work should bring wellness but it only brought us disappointment
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September 2023 by Anthony Lee
I surprised my fiancé with a Facial and here's what she had to say: The experience was very calming, relaxing and therapeutic. My face felt very light and very clean and my skin was glowing at the end of the procedure. The masseuse was very interactive, did a proper assessment, and explained the products she was using and why. I would highly recommend this service and will definitely by returning the next time I'm in the DC area.
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September 2023 by Megan James
I will update this review, hopefully more positively, once I have my appointment; but this is my experience so far: I made a facial appointment for a particular date, because it was a few days before an event I'm attending. However, today, a week prior to the appointment, I received a text reminding me I had an appointment this afternoon. I did mess up, myself, also because I had replied C/confirm to a text reminder stating the wrong date a week ago. I spoke to the manager to let her know that the date they had was definitely incorrect. She repeatedly pointed to my confirmation by text - and I do understand; however, I also believe it's not hard to understand someone being busy, presuming the business had the date correct, and replying thinking they were doing the courteous thing. I am now being charged $40 cancellation fee. I understand that businesses cannot make a habit of permitting clients to cancel last minute, this was a very particular case in which they bore part of the responsibility. I very much doubt I will return, no matter how well the appointment goes, so they have lost any further business I could give them. But, again, I will update this review.
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July 2023 by ImKEE2012
After 2 loyal years of being a member here, I will have to revoke my membership for the lack of care and customer service from the front desk staff Shadree. I've been committed to this clinic up until today. I feel unvalued and unheard by the staff. I was unable to make my appointment last week and asked if there was anyway that I could be rebooked without penalty(maybe as a one-time courtesy). Shadree was non-empathetic towards my needs. This helps me to reach the decision to cancel my membership.
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July 2023 by Elaina Holko
Had a really nice experience here. First of all, I love that they have later hrs. It really helps with a difficult work schedule. The receptionist was friendly and my massage started right on time. My therapist was Dion. He is incredible! Place was clean. Massage table was very comfortable. And the massage was exactly what I needed. I’ve never felt so much relief after a 50-min session anywhere else.
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July 2023 by Sapna Batheja
Massages are great, but customer service is terrible! They give you a hard time about cancelling due to illness. They make it seem like it is your fault by having an illness or having to take care of a sick child. Very condescending and rude. I would maybe go in for a one time appointment, but would not go in for the membership.