Hand and Stone

Therapists are wildly inconsistent - as I'm sure with all services, some do not fully understand the requests I make (like, my lower back could use some extra attention, but please work on my back as a whole as well, but the therapist barely touches my upper back or shoulders). A therapist fell asleep during my session. More than once, a therapist ends the session before the 50 minutes are up - the clock in the room read 8:10 when I laid down, and 8:50 when I got back up. However, the good therapists make it all absolutely worth it. But I hate having to experience the not-so-good ones to find therapists I like.

Some kind of glitch with the register had me waiting to pay for my service for about 10 minutes and I could not leave.

This was my second facial at Hand and Stone. The first one was a collagen facial which was given to me as a gift. As a result I became a member and this was my second visit. When the lady came in she asked me if I wanted the same facial as the last time or if I wanted to try the rejuvenation facial. I said let's go with the rejuvenation facial and it was great. However, when I went to check out to make my next appointment the receptionist told me I owed $20 because that facial was extra. I paid it and didn't say anything because I was happy with it but I think that staff should be trained to tell you what the costs for different treatments are in advance so you are not surprised at the end.

My reservation was lost, reception was able to accomodate.

I was actually referring to my facial appointment on Friday, March 10 at the Palms Town and County location. Although my therapist, Amy, was knowledgeable and skilled, I did not receive the full 50 minutes of treatment. I would estimate that the actual "hands on" time was no more than 40 minutes. With regard to my massage on Friday, March 17th, I was highly satisfied.

I signed up for the monthly massage package. When I fell behind I asked to cancel the account. This month I had free time for a massage but when I called to book, they told me I didn't have any credits on my account. This was very distressing for me. Last year, I had requested that the Columbia, SC location transfer my account to my home location, Miami FL, but they refused to do so. That caused a huge problem when the Miami location couldn't see my account activity. I had to get back in contact with the Columbia location to resolve the issue of my missing credits. Huge inconvenience!

For some reason (clerical I believe), although I was a customer before at this location, they had a hard time finding me in the data base. Took a little extra time as they tried a variety of combinations but they finally found me. My phone number was entered incorrectly.

It felt greasy afterwards

My appointment did not start on time and ended early but was otherwise good

I had been to this Hand and Stone before I became a member and I was always pretty satisfied. However now that I am a member I felt that I was less valued. My appointment was late getting started and ended exactly 50 minutes as schedule appointment. The massage was not 50 minutes like usual, because the therapist gives you time to change. The 50 minutes included them taking me late and the time it took for me to change and get ready for them to come in. Also the music track keep on skipping and that was annoying. Also we paid extra for a foot massage and I felt like the therapist rushed that at the end to just get it over with. I was going to go again to see if I received the same treatment because mistakes can happen once. If so I will end my membership. Thanks