Hand and Stone

Discrepancy with the balance of my packages.

I have been coming to Hand & Stone for many years. My usual massage therapist was not available, so I booked with someone else. While the massage was very relaxing, I asked her to use firm pressure and to focus on my upper back. While it may have been firm pressure for her, it was not what I was used to and was not firm enough. My next appointment is with my regular therapist, and I will be happy to be back with her.

The massage was not what i expected. Therapist didn't seem experienced

Technique was ok. It’s not that the massage was bad. I’ve just had better

The use of masks, while necessary for health and safety precautions made the experience less relaxing and comfortable.

I called while I was on my way because I had a couple questions. I told the receptionist I was on my way and would be there soon. She did not tell me to call back when I arrived. I waiting in my car until 5 minutes after my appointment time and called back because I had not received a text telling me to come in. She told me I should have called when I got there. Fortunately I was the last appointment of the day for my therapist so she was able to give me the whole time. I think the CBD is overpriced. Also realized it would have been cheaper to pay for the CBD and Food treatment add-on than to use a package but didn't realize that until after I left. I basically threw away $15. Everything else is probably just related to how long it had been since my last massage. My back is still tight but definitely is better than it was. And 80 minute may have helped but those are not available at this time.

It was ok. Just disappointed in the actual massage. I wish it would have been more pressure and helped with some of my muscle aches.

I had to wait over 10 minutes for my appointment to start. The therapist did apologize for the delay which was nice and I appreciated. I realize you are just opening up again and things are being worked out. Also, I was told I did not have to wear a mask while I was face down. And it was optional to wear when I rolled over onto my back. However when I got into the room the therapist told me I HAD to wear one when I was on my back. It was just conflicting information and I feel like I was put in a bad position. It won’t Cause me to stop coming but I hope that communication will be clear in the future. I have been a member at this Hand and Stone for a long time and they do a good job overall.

I was not Highly Satisfied with my experience for 2 main reasons. First, I felt there should have been another receptionist at the desk. When I was there it was very busy and the receptionist was helping me with my online experience and did the best she could in the moment but I was not able to get my issue resolved. Second, my online experience has been horrible. I signed-up for the rewards program December 28, 2019 and made an online account shortly thereafter. Every time I login it says non-member and I don't see any points. I have contacted Corporate 3x via the the online feedback submission and received notice that my account is linked but the linking did not work. it still says Non-Member and I don't see any points. It impacted my most recent facial because I wanted to book online but didn't because I don't think I am earning points. I love the services at Hand and Stone but feel at a loss because I can't see what's going on in my account.

Too expensive