Hand and Stone

This was the second time during my membership that I was charged for a service incorrectly due to a miscommunication. However, it was handled and resolved very well. I would like if reception would allow customers access to the water instead of giving them a small plastic cup of it.

I didn’t like the massage at all. Might be one of the worst for me. The therapist really put so much effort on my shoulder area but there was no relaxation when doing the body and that was the whole reason I went for a massage. In some places she would put a lot of effort like the shoulders but nothing in other areas. When doing the legs it felt like she was barely even touching them. On the other hand, the esthetician Haneen was wonderful. Literally the only reason I would ever go back is for her. She’s kind and knowledgeable and so easy to talk to. I would recommend her to anyone!!!

I specifically asked for extra work on my hands for to pain and fatigue. My therapist recommended a scrub, to which I agreed but said as long as it helped with the pain. The was no extra time spent on my hands other than a scrub which felt like a wash more than a massage.

When I went to book another appt, I should the receptionist an E-mail I had received that said since you tried our services come back and try again for the introductory rate of $79.95 and was told that the e-mail referred to the massage that I had just had and not to another one. I was told I would have to pay the $139 price. Daniel the therapist was very good and listened to what my problem’s were

Use of Tippy (with the added fees) instead of putting right on the credit card as previously. Therapist ended the session early by about 6 minutes (and I got stuck in a road closure, so I was 4 minutes late and still had to go through the checkin procedure. So overall, my session was cut by roughly 10 minutes.

I'm not usually Highly Satisfied with most things. I don't think there is anything in this world that I am Highly Satisfied with. Since the change of management a lot has changed, only making things worse. Too many rules and regulations, too much paperwork, too many restrictions. I guess that would be some of the main reasons that would keep me from being Highly Satisfied. It's too stuffy. Oh, that bloody tipping device is horrible - the fact that we can use our credit to use for tipping. That sucks, big time - as the kids say. I don't feel comfortable anymore going in there. But I have a lot of credits to use. So I'll continue until they're used up, then I'm moving on.

I’ve always enjoyed going to Hand and Stone Massage. I’ve had membership in the past. One reason I like it better than Massage Envy is there is no pressure sales to join, this time was not the case. After my nice relaxing massage the front desk staff try to sell you the next including memberships! STOP! If I want a membership or next massage book I will let you know. It kind of ruins the experience at the end. Massage therapist, Michelle, was great!

I didn’t live the check out experience. I felt pressured to purchase products. I felt pressured to get a membership. While the person who checked me out was very nice, they had issues processing my gift card and I had to ask that they continue to try to get the gift card to work. At the end, they figured out the problem and was able to apply the gift card towards my treatment, but I felt that during the whole process, it was my problem to solve.

The call center is impersonal and frustrating. When I call I wish I just spoke with the receptionists I know at my location.

Too many emails, too salesy