I was prepared to give a 1 star review, because I was turned away from my pre-scheduled 12pm appointment on Sunday, 2/21. I was told the staff had overbooked the 12:00 time slot and did not have a room for me to go into. I was NOT happy, considering I had pre-booked and had arrived and checked in long before many that were taken back to a room in front of me. This was no way to treat a monthly member! I was also told some of the people that were allowed to go ahead of me were prospects. Well, if prospects knew, once you're a member you are treated with disrespect, they might reconsider becoming a member!
At an inconvenience to me, the staff offered to re-schedule me either later on Sunday or another day. Again, I was NOT happy about being ignored as I sat waiting or at being inconvenienced by requiring me to wait and come back another time. I have been having pain in my upper back and neck area and my doctor prescribed for me to have a massage. As I sat in pain, my anticipation of going to Hand and Stone for a relaxing massage, suddenly turned into a very un-relaxing and stressful situation. This did not help my condition. After cooling off a bit, I decided to re-schedule later Sunday.
When I returned I did FINALLY receive a relaxing hot stone massage, at no charge. Because I was not charged and I did receive a relaxing massage, I am giving a 4 star review. I hope the staff at Alliance Hand and Stone will pay closer attention and be more careful in the future when it comes to scheduling existing client members.
We try very hard to accommodate every client at the time they schedule. In this instance, your therapist got very ill at the last moment and had to leave. We tried to talk her into staying but that was not going to happen. We had nowhere to put you since we were fully booked. Normally this does not happen and I sincerely apologize for the inconvenience but am so happy we were able to get you in. All businesses have client service problems, but what I hope sets us apart from all our competitors is how we can try and fix any situations to make the client better (if possible). Thank you for your input and we look forward to seeing you back !!