Hand and Stone

Hand and Stone advertises a 1 hour massage online and everywhere else. I came to find out that it would only be 50 mins and it really lasted about 45 mins. This is false advertising.

I purchase a facial cream which is $54 when I brought it home is was obviously a bad batch wrong color(yellow) and full of liquid. I returned to the store today to exchange they were out of the product but did refund the bad one. They will call when it comes in but that will be 3 trips to a place that is not that close to my home with is annoying or I just wait for my next appointment which means I am not following my routine which I have dedicated a lot of money and time.

Booking a couples massage seems challenging

I felt that during my facial I didn’t get the same treatment as a previous service. Usually they will massage your shoulders, scalp, etc. This time she just sat behind me after a 1 minute shoulder rub. It almost felt awkward.

We had a problem with this receptionist not having scheduled an appointment for us at our last appointment, which we discovered two weeks ago when we showed up for an appointment that did not exist. We were displeased with how she handled that situation and her lack of concern and apologetic response. We felt that her interactions with us this time were influenced by that last interaction as she was much less friendly than she has been in the past. She was not rude, just not friendly and engaging the way receptionists at hand and stone usually are.

Everything was wonderful! But checking out the receptionist person was not so pleasant. Personality was off .. when she explained the package and membership a month if I was interested it wasn’t friendly. This was my first time there so I was bit confused I wanted to leave a tip so she didn’t say anything about it so I had to ask how do I leave a cash tip ? Is their envelope ? She said yeah right here .. then I couldn’t find a pen and I’m looking around .. she saw me just looking around didn’t say nothing and finally I said a pen please ? Then she showed me where it was. She wasn’t friendly and never smiled.

My appointment was booked with a different massage therapist. When I told reception, I was immediately told that I was wrong. I double checked my confirmation text and I was correct. I’m not picky, but maybe don’t dismiss what your clients tell you and just say you needed to schedule me with someone else.

I was pretty appalled when your receptionist asked if I wanted to tip on the price I paid or for the treatment (introduction facial 60$) (I just thought all introduction facials cost the same, wasn’t very clear on your website) or if I wanted to leave a tip for the 99$ facial. She made me feel really guilty, if I had known that facials cost 99$ I wouldn’t have even booked an appointment in the first place. She was very cold, and I feel like guilting your clients into bigger tips isn’t really a good way to conduct business. If I book a treatment that cost 60$ I fully expect to tip on that going in, but what she did was absolutely appalling to me. If you’re not ok with your prices then change them, don’t just drop that bomb on a client after a treatment then expect them to pretty much pay the difference that’s bad for business. Also the first person you meet at a spa you want to be warm and welcoming, not cold and rude!

Some times if is hard to schedule a time for a massage.

I was very pleased with the facial experience at Hand and Stone.