I purchased a Groupon for a 50 minute facial and a 50 minute massage at Hand and Stone in Davie. I made the appointment for my mom last week, but the morning of my mom’s services, they called to reschedule because the esthetician called out sick. So I rescheduled it for June 26th. At 11:04 am, I get a call from Hand and Stone saying that my mom requested to do some added services and wanted to know if they can charge it to my card on file. I asked what services she wanted they, they said a microdermabrasion and an anti-aging collagen treatment. I told them that I thought it was weird that my mom would want to upgrade, but if she truly wanted the services, of course I would pay for them. I asked the person who called me twice if it was what my mom really wanted. I know my mom. She would never do that. The person said yes. I asked to speak to my mom, but was told that she was getting her service. Weird since the esthetician just told her that my mom wanted these extra services and clearly not performing them on her at the moment.
An hour later (12:04 pm) , my mom calls me to say that she was done and used the cash I gave her for tips. I asked if she enjoyed the extra services. She asked, “What services?” I told her about the conversation I had with the person that called me. She said that they tried to upsell her but that she told them no. She just wants the services that her daughter already paid for. Because, while she did have the person at the front desk ask me if I would pay for my mom’s added services, someone at Hand and Stone lied to me by telling me that my mom requested the microdermabrasion and an anti-aging collagen treatments.
Three minutes after I spoke to my mom (12:07 pm), the person called me from Hand and Stone again, stated that they wanted to talk about my mom’s spa visit. She stated that the total of her added services is $60 and since they didn’t actually have my card on file, I would have to give them a credit card. I told her about my conversation with my mom and repeated that she did not requested added services, in fact, she turned it down, requesting only services that I had already paid for. She again claimed that my mom asked for these services. I told her that my mom doesn’t even speak that much English to have request those services specifically. In fact, when I made the appointment, I asked them to email me the intake forms because my mom did not know enough English to fill out the forms herself. When they failed to send me those forms after two calls, I went into the spa specifically to pick them up and had them filled out. So it is HIGHLY impossible for my mom to request "microdermabrasion and an anti-aging collagen treatments”. The caller stated that she was not in the room, and neither was I. I told her that’s correct, however, I also know that my mom would not ever ask for added services. After talking in circles, the caller told me that she will call her manager and get back to me. I asked her to tell her manager about the exact conversation she and I just had and not some lite version of it. I also stated that I would pay for the services if they insisted, even though their business practices are unethical and dishonest. I also told her that I will contact their company and post very honest Yelp review.
I had a facial at Hand and Stone with Marybeth back in May after a friend gifted it to me. While I enjoyed the facial and paid for some “Sensitive skin” treatment options, I declined their membership offer. I will never set foot in this “spa” again. I am not fond of businesses that prey on people. I will not support such horrbile business practices. I understand that upselling products and services maybe part of their business model. Lying should not be.