My massage at Hand and Stone was awesome, however, the customer service that I received from Ryan, the front desk manager, was deplorable and downright rude. My mother and I became members because we were referred by Sara Borchaner. We have had great experiences each and every time we went in up until this point. I asked about the coupon that I had received in the mail, and Ryan was incredibly demeaning and made me feel like an idiot. Even after he talked down to me, he still never answered my question. Although I loved my massage, I don't know if I or my mother return for our monthly massages.
Your question was regarding our BOGO promotion scheduled for Black Friday Weekend. My apologies, I thought I answered all of your questions to the best of my ability with the information I had at that point. I wish you had spoken up before leaving the spa so I could have addressed any confusion regarding the mailer you received. It can be a difficult promotion to understand as the wording throws many clients off...it is equally difficult to explain so that the customers understand what they are purchasing. In the simplest terms, for that holiday weekend, you can go to any Hand & Stone Spa and purchase 2 gift cards for $89.95. You buy 1 gift card at our non member rates ($89.95), which is good for a 50 minute massage or classic facial and you receive a 2nd gift card for no additional cost. The 2nd gift card is also good for a 50 minute massage or classic facial. There are no expiration dates on the gift cards and they can be used at any location. The confusion usually stems from the on-going promotion every location runs for our introductory offer. All 1st time clients have the opportunity to receive a 50 minute massage or classic facial at our member rate of $49.95. When our BOGO promotion rolls around most clients, especially our members, assume they can purchase a gift card at $49.95 and get the 2nd gift card for free. I won't lie to you, it is very frustrating trying to explain the basis for the promotion. Most times we feel like we are disappointing every person we explain it to. However, to receive 2 massages for just $90 is a price that no one should pass up. If you have any additional questions please contact me directly. I'm very pleased to hear that you enjoyed your massage, and Sarah is truly one of a kind...both as a front desk associate and now as a massage therapist.
Spa Manager, Langhorne