Customer ReviewsforHand & Stone Massage & Facial Spa

I received a gift card for Xmas from a company raffle. When I scheduled the massage for a Friday, while driving to the clinic for the massage friday morning, *** clinic called me at 8:44 AM to let me know that the girl called in sick who was doing my 9 AM massage and they need to reschedule. Due to this cancellation, they said they were willing to compensate me an added 30 minutes to my massage 100% free and instead of 1 hour I would receive a 90 minute massage. I said that sounds great and thanked them and scheduled the appointment for the following Monday afternoon at 1 PM. *** clinic then called me again the Sunday before my appointment late in the afternoon to let me know the other therapist, (Different from the first), also called off sick and was taking the entire week off for sickness. *** staff member told me that due to this cancellation on their end, they were willing to add an additional 30 minute compensation. However, they informed me that due to them only having 60 or 90 minutes massages, they suggested putting together the two compensated 30 minute add on into their own 1 hour massage at a later date in which would be completely free to me and suggested for me to take the gift card and use it for another service or massage at a different location in which I did. Two days later, someone called me to told me they don't give away free services and I had to pay for my "Comped" 1 hour massage scheduled. I argued and they talked to the employees that offered this. ***n called me back a day later saying all they were willing to do was offer one comped 30 minute add on and I had to pay for the rest of the massage at their full $139 price. This is terrible customer service and this is not how you treat people especially when they cancelled on me twice in a row within a 4 day period. I will NEVER come to this place again and will recommend against it to others. I will also inform my company not to purchase gift cards for raffles from hand and stone.

Im annoyed. I booked with someone other than my usual facial person, bc I was sick at the time I was to have my monthly facial, and it was a bumpy experience. Im actually considering ending my monthly membership. She arrived more than 10 minutes late and so my facial began at 9:15 am. No apology, but a seemingly nice young lady so I let it go. She was very soothing and I barely slept last night so I fell asleep at one point during the facial. I tipped her well and headed out, but the desk told me I owed extra for a hydrating mask. I explained that I did not authorize anything extra and Im a monthly member so I should be good to go. They asked me to wait while they checked with my person. The young lady at the desk returns and tells me that I fell asleep during the mask. I explained again that I was not told I was doing anything extra, and I need to be asked before anything extra is done. She says well maybe she can use some promotion and shell see what she can do. I hate to be rude but I said, look, I hate to be blunt, but lets start with my person arrived late and I had a 45 minute facial, not an hour. Next, you cant perform services on me without my consent and then demand payment. Now I dont care how you fix this, but ** going to leave now. Are we good? She said yes, and I left. But Im still annoyed and its two hours later. This may have ended my relationship with hand and stone. Ill chew on it for a day or two before making a final decision.

I scheduled a massage and facial at Hand and Stone in ******* which took two weeks to get. My facial gutl looks at my face and tells me if I would like an upgrade. It will use two packages and the upgrade for 20 is free. I get to the counter to check out the girl wants to Charge me $60. I asked for what she said my upgrade. I explained what I was told and asked to speak to the manager. She clearly went to the back to stand for a few minutes to act as if she spoke with the Manger. She proceeds to tell me the manager is going to call me. So I had to use 4 of my packages. There is always a problem at this Hand and Stone in ******* **.

I got one of the worst massages ever at hand and stone. I dont want to get anyone in trouble but they need to work on their customer service. I went to the Bedford ** location. I got a 90 min massage. And it only lasted 80 minutes. I didnt get my arms massaged at all. The massage therapists rushed through my add-ons, was loud, rough, and didnt clean the sheets on my face prior to me going in. When I told the front desk that I didnt have a good experience she didnt ask why. She also almost kept my gift card that still had $100 on it. I had to ask for it back. No one has contacted me or cares that I received a bad service.

The staff and my massage therapist were very friendly which makes me feel bad about this review but I when I left I felt no difference in my painful shoulder and when i woke up my neck and BOTH shoulders were on fire. They were so sore from the massage I recieved it was just disappointing.

My experience was horrible and unbelievable my daughter booked me an appt for Vday because she knew I was under alot of stress due to 3deaths in my immediate family the life of covid etc..Anyways my appt was for 4pm..I arrived 5min before 4 there was a line because they are trying to sell products and subscriptions also its valentines day which is also not a problem once I got to the front I was told to be seated for paper work so you fill out paper work disclaimer, covid,health etc..once u get pass that to go to the back there is more questions and signature required then you get undressed wait for servicer to come he started about 5:23 and I heard a knock at the door so he is finished and its 4:54 like seriously I can not make this up so once I got to the counter to check out the young lady asked me how was my service the look in my face she could tell so she asked again I told her my concerns and that my key points of massage was not reached at all it was so fast and half done ..the person that did my massage did not make me feel comfortable and the time was not to my expectations and misleading so the lady standing next to her is suppose the be a manager the lady looked and her told her which I know she could hear me because she was standing right there she gets very smart and hot mouth with me very arrogant to the point I had to let her know that I was addressing my concerns and she is making me feel uninvalidated plse keep in mind I'm on the phone with my daughter whom is paying for this for me and she is hearing everything Ms.***** in the ******* bay area Blvd told me that she is the highest manager what she say goes she has the final say so..her words Exactly like I wasnt paying for her to keep her job us customers in her eyes holds no value so I grabbed my other phone and begin recording her bet she didnt think I had 2 phones..Very unprofessional and she wanted the pick and argue wasnt going to give her the satisfaction...I want my full refund

I have been a member of H&S for several years. When covid began a girlfriend and I decided not to go as the desk would not tell us if the assistants were vaccinated or not. I have been waiting for this covid to slow down as I get facials and at 75 years I do not feel good having someone down in my face and me without a mask. I have 18 sessions built up as if I froze my account they still take out $10.00 a monthwhich I find ridiculous!!!!! That is over $1000.00 I have now put into their company feeling I should not chance catching covid at my age.This week I was told if I cancelled I only had 90 days to use the sessions I have built up and now Omicron is going crazy everywhere. I cannot possibly find it possible to go to their salon with as fast as this last strain is growing.There is no email to contact corporate. I do not trust phone calls, I like answers in black and white!!I am very upset with the way this company is getting many customers money and yet we still have to pay to freeze the account or have to go to the salon, for me many times a week in order to make up the sessions I have paid for in which I cannot use because of covid. Even though I have my shots and booster I do not feel good in this situation at all and am guessing they will be $1000.00+ for not only me but many because of their regulations!!!

I visited the spa where I live and I have been trying to cancel my membership since 12/16/21 and I keep getting the run around from staff and management about canceling. This location is in Flanders **

I would like to make a complaint about the terrible appointment booking service at the clinic in ********, **. I had a massage appointment with a male therapist at 4:30 PM on Sunday, December 19. I got a call at 11:30 AM on the same day that my appointment had been booked by mistake on a day that this therapist takes care of his daughter, so it had to be canceled. I was rebooked to Thursday, December 23 at 7:30 PM. I called few times on Monday and Tuesday to see if I can get an earlier appointment because there was an opening showing on the website for Tuesday evening, but I was told that the online system isnt accurate and this therapist was out sick. Finally, on Thursday, December 23, I called around 11:30 AM asking if I could shorten my appointment to 30 mins or cancel, but I was told that I would be charged as I was canceling less than 24 hours prior to my appointment. I asked for a call from a manager and I received a call from someone who identified herself as the owner. The owner did not seem to care about the situation and instead , said to me that I was the only client who stated the the therapist was out with his daughter on the day my original appointment was canceled, because that isnt the day he looks after his daughter, and my appointment was canceled because he had the rotavirus. It seemed to me like she didnt believe what I was saying. How would I know that the male therapist (who I have never met) has a daughter if that wasnt what I was told by the receptionist when my original appointment was canceled? Additionally, she asked me why my appointment was booked as an introductory appointment when I had been there 6 times. I told her that this booking was completed by the receptionist and when I had called, I had identified myself as a former client with my full name and phone number, so I had no knowledge of this. Anyhow, I am going for my appointment today, but this is my last visit to this location after this unfortunate experience, which was made worse by the call back from the owner. I used to enjoy going to this location was a regular client before COVID, but sadly, this situation has soured my experience. Hopefully, there are other owners/managers who care about the business and how they treat their customers, and this feedback will be useful to them for interacting with future clients.

Didn't get the message I asked for, instead got his method of relief from sciatica which I did not have. A simple massage for neck and shoulder pain was all I needed. I'm worse now than before. I'm miserable and now going to my doctor