Been a member since 2015 and enjoyed my services for the most part. I moved out of the area and had to cancel my membership. I was assured my points and packages will stay in tact for 90 days after cancellation. I logged into my account, confirmed I had 6 packages and proceeded to book 6 appointments. When I went for my next service, there were no points or packages in my account. They needed a lot of time to research this and said they would call me when the issue is resolved. This is where the back and forth began with the spa manager, Kari. She was my aesthetician for years and I had a relationship with her. She didn't respond to my texts and calls because she felt under the weather, the following week she had back pain, etc. After much back and forth, she credited 3 services to my account. I had 6 packages but didn't take a screenshot of my account so I asked her if we could have a chat. After lots of follow up, she sent me some internal documents (excel sheets for 9 years of membership) which made no sense to me. I texted and asked if I could have 5 minutes of her time to review and resolve this issue. Again, nothing. I emailed Henry Mandell, the spa owner, and he didn't care to respond. I spoke to another manager at the spa and she wasn't able to help because Kari was working on this. Ultimately, I was left with no choice but to dispute 3 membership charges with my credit card. I continued to reach out to Kari and she didn't respond. So bizarre and unprofessional. Come next month, my husband had an appointment to use his very last service. He received a voicemail saying "your appointment tomorrow is cancelled and you are banned from the spa because of your wife disputed charges"!!! This is illegal and so pathetic. Obviously we disputed one membership charge for my husband and the spa had the audacity to fight it. But thankfully our bank said if the spa is unable to provide proof of service, the dispute would go through which it did. Hope you never have to deal with management there because you get NOWHERE and they cause you extra trouble and waste your precious time. Stay away!
ankit harish
-
May 21, 2024
Been visiting Hand and Stone for a while and have had a fairly good experience and been a member for almost 4 years now. However the duration of the massages keep getting shorter each time I visit. Just came back after a 1 hour massage turned into a 40 minutes massage which just isn't acceptable for a fairly expensive massage.
MICHAEL J. ARVIZU
-
May 07, 2024
Had an amazing facial experience with Carly, and an equally amazing experience with Suzette a month or so back. The staff was also amazing and very professional. The atmosphere felt very relaxing and welcoming. Would go again!
Adrianna Varela
-
March 11, 2024
I have been a member on and off for years! I say on and off due to financial reasons but they are always accommodating no matter what. It's definitely an upscale spa but you definitely pay for what you get. I haven't had a bad experience. Now that I'm pregnant I get prenatal massages and they are amazing compared to other places where they are too scared to touch you. Very knowledgeable staff.
Zoe Zakay
-
August 09, 2024
I had a wonderful facial from Stephanie, the spa is very friendly and beautifully clean. Great atmosphere, I intend to come back again.
Our Address
19300 Rinaldi St Suite O, Porter Ranch, CA 91326, USA
Been a member since 2015 and enjoyed my services for the most part. I moved out of the area and had to cancel my membership. I was assured my points and packages will stay in tact for 90 days after cancellation. I logged into my account, confirmed I had 6 packages and proceeded to book 6 appointments. When I went for my next service, there were no points or packages in my account. They needed a lot of time to research this and said they would call me when the issue is resolved. This is where the back and forth began with the spa manager, Kari. She was my aesthetician for years and I had a relationship with her. She didn't respond to my texts and calls because she felt under the weather, the following week she had back pain, etc. After much back and forth, she credited 3 services to my account. I had 6 packages but didn't take a screenshot of my account so I asked her if we could have a chat. After lots of follow up, she sent me some internal documents (excel sheets for 9 years of membership) which made no sense to me. I texted and asked if I could have 5 minutes of her time to review and resolve this issue. Again, nothing. I emailed Henry Mandell, the spa owner, and he didn't care to respond. I spoke to another manager at the spa and she wasn't able to help because Kari was working on this. Ultimately, I was left with no choice but to dispute 3 membership charges with my credit card. I continued to reach out to Kari and she didn't respond. So bizarre and unprofessional. Come next month, my husband had an appointment to use his very last service. He received a voicemail saying "your appointment tomorrow is cancelled and you are banned from the spa because of your wife disputed charges"!!! This is illegal and so pathetic. Obviously we disputed one membership charge for my husband and the spa had the audacity to fight it. But thankfully our bank said if the spa is unable to provide proof of service, the dispute would go through which it did. Hope you never have to deal with management there because you get NOWHERE and they cause you extra trouble and waste your precious time. Stay away!
Been visiting Hand and Stone for a while and have had a fairly good experience and been a member for almost 4 years now. However the duration of the massages keep getting shorter each time I visit. Just came back after a 1 hour massage turned into a 40 minutes massage which just isn't acceptable for a fairly expensive massage.
Had an amazing facial experience with Carly, and an equally amazing experience with Suzette a month or so back. The staff was also amazing and very professional. The atmosphere felt very relaxing and welcoming. Would go again!
I have been a member on and off for years! I say on and off due to financial reasons but they are always accommodating no matter what. It's definitely an upscale spa but you definitely pay for what you get. I haven't had a bad experience. Now that I'm pregnant I get prenatal massages and they are amazing compared to other places where they are too scared to touch you. Very knowledgeable staff.
I had a wonderful facial from Stephanie, the spa is very friendly and beautifully clean. Great atmosphere, I intend to come back again.