Hand and Stone

The esthetician was great. Knowledgeable and personable. However, the front staff were completely incompetent. They answered the phone and help them while clients were standing right in front of them. When asked about prices on the eighth side of the display of the waiting area (no prices posted, boooo!!), it took, literally 5 minutes for the person to find the price. My advice to you would be to invest more time in training your staff so that they represent you better. They’re the first and last impression for your business. I’m not exaggerating when I say that I could have done a better job; it was quite obvious that these girls had little to no training.

Both attendants were busy. Did not address my presence. Did not offer my water after my massage. Attendant was spending way too long with customer before me trying to schedule next appt for a husband and wife massage, because there was no availability for them.

Erika is fabulous. She does a great facial and I have highly recommended her to my friends. One became a monthly client too!

I added on aromatherapy however she blotted it on the face brace, near where my ears touched, so I couldn't smell it unless I raised my head.

The receptionists were very pleasant and professionsal, but did not seem completely confident with the details of the job. Perhaps they are new or less experienced in their positions. My massage was great, as usual. Everyone is friendly and willing to help.

It was just an ok experience. I didn’t have anything bad to say about it. I just had better massages and better facials before, so this was not a great massage or facial.

I stated to the massage therapist that I am ticklish so to not use finger tips or knuckles because it makes me squirm. Although some of the massage was relaxing, other times I was squirming because she was using her knuckles. She did not read my body language and did not adjust her pressure to alleviate my sense of feeling ticklish. It was hard to relax.

I typically feel the pressure of being offered more services to purchase. When I refuse the offer sometimes I am met with a disappointing or disproving response.

The turnover of massage therapists is really unacceptable. It seems every time I find a therapist that I like they leave. If I have an appointment with a therapist who has left, I get a call right before my appointment. This had happened 3 time to me.

I was overall satisfied with my experience. This isn't a big deal, but the emails sent out by the Carol Stream Hand & Stone are filled with so many typos and errors, it makes the place feel a little "cheaper" to me. My massage was good. My only complaint is that my therapist's hands felt a little rough/scratchy at times, like she may have had some rough skin, but I don't know that for sure. Also, I asked at my appointment to either put my membership on hold or potentially cancel and was told a manager would call me the next day to take care of it and I did not hear from anyone today.