Hand and Stone

I was very pleased with the reception and checkout and am always extremely pleased with Erik, my massage therapist. The only “issue” I encountered that I understood but could deter potential customers was a very loud discussion behind closed doors that seemed to be between an employee and manager or owner. Again, I understand how things happen but it could deter people.

I received a message stating my appointment was cancelled but when I called I found it was not.

It’s difficult to get an appointment time when I’m available. My favorite therapist has left, and another I like is popular. I end up not being able to use my monthly membership every month but more like every 6 to 8 weeks. It was not like this prior to Covid pandemic.

It's starting to feel like an extravagance I simply can't afford. I haven't cancelled it yet because I have several months of credits from when I had my most recent baby. Life is incredibly busy these days and we don't have childcare, and I work full time. So it's been hard to find time to get away. I'm also not entirely sure the member benefits make sense. I guess I'm saving on monthly services, but I recently bought two gift cards for friends and they were much more expensive than I thought they would be (leading me to rethink my standard birthday gift for friends). At some point my budget simply won't allow for this extravagance.

My therapist is very good The close location to my home is a huge benefit I wish the water fountain in the lobby would stay on ,it is a comfortable felling as i await my appointment

Frustrated that I could not get clear answers on service and pricing

If I am spending approx. $150 (including tip) for 45 minute massage I would expect a little more ambiance. I was chilly in the massage room, even with the table warmer on. I would have liked to have had soothing aromas in the room and a warm blanket instead of a thin sheet. My therapist was very friendly, however, we talked for most of the 45 minutes and I did not relax. I don't feel this was money well spent and felt bad for my son who purchased the gift card for me. I am not saying I won't go back, but I will try other places before coming back.

Although the customer service was wonderful, the quality of the massage did not meet my expectations. I had to ask for additional pressure to be applied to my problem areas and to relive my pain in shoulders.

Prices too high. No calendar to schedule next appointment. Receptionist didn't care that there was no calendar. She probably lost me rescheduling.

The therapist at the Newark Delaware location are not reliable. The staff has cancelled my schedule appointments frequently with only an hours notice. The Newark Delaware site is very inefficient! Plus now the monthly fee has been increased but I think the services have decreased. I have been a member for more than 5 years but I am thinking about canceling my membership. Enough is enough!