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    Ask the Community - SEPHORA

    Hand & Stone Massage and Facial Spa

    Hand & Stone Massage and Facial Spa

    2.8
    (56 reviews)
    0.8 mi
    $$

    Friendly staff clean facility. I've always been pleased with every massage and facial. I have…read moregotten in here. Plus the moisturizer and I will continue to repurchase

    I've been a member at Hand and Stone Mandarin in Jacksonville, FL for a year. I've received…read moreexcellent massages and facials here in the past. I'm disappointed that the spa's policies and management get in the way of real relaxation. When I visited on Aug 15, I asked the assistant manager Zoe to help me freeze my membership. Zoe explained that I could freeze the membership for up to 3 months, and that I'd be charged a $10/month maintenance fee. She then promised to waive the $10 fee since I was such a frequent customer. She explained that I'd receive an email with a form to sign about freezing my account. I was due to be billed on Aug 20, so Zoe explained that I would not be billed since the freeze had been initiated. I never received the form, and on Aug 20, Hand & Stone tried to bill me. I immediately called and re-explained the situation to be told that Zoe had left no record of freezing my account. The receptionist promised to place me on the manager's call list. On the 21st (today), the spa tried to bill me again. I called and was placed on a 15-minute hold. Finally the phone was answered by Brooke, the spa manager. I explained the situation, and she did have notes from the Aug 20 conversation with the desk attendant. However, Brooke explained that since the billing date had passed, I either had to a) pay the bill, or b) cancel the membership and forfeit my 4600 rewards points (which would've remained intact if I had been allowed to freeze). Though I've never missed a payment and have been a loyal customer for the past year, she could not do anything else for me. I decided to cancel. I should not be penalized for a staff member's negligence when I attempted to follow the proper procedure. I do not want to return.

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    Hand & Stone Massage and Facial Spa
    Hand & Stone Massage and Facial Spa
    Hand & Stone Massage and Facial Spa

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    SEPHORA - cosmetics - Updated August 2026

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