Hand and Stone

I had a good massage with Jesse and she is very sweet but it just isn't the same as what I have been used to. I am extremely disappointed that Chris Hatfield no longer works there. It took me a long time to find a GREAT massage therapist. After seeing him on a regular basis for about 9 months, he knew exactly how to concentrate on my areas of concern. It was worth the money I paid to always know I would get a great massage and would leave very relaxed. Now that he is gone, the value is just not the same. I can still get a good massage at Hand & Stone but not always a great massage. You lost a great massage therapist and ultimately may lose a client as a result.

When I called, I was given a therapist without my knowledge of their experience in my particular needs. I prefer a deep tissue focusing on specific areas. When I checked in, I asked if it was the same therapist I had previously and she said no. I asked if this person gave deep tissue and she said moderate. This was a concern of mine since it is a waste of time and money for me. When I met with my therapist, I asked him if he could do deep tissue. He said no that he gives almost a medium. Not what she had mentioned to me at check in, but less. I am not taking away from his ability but rather why I did not have a therapist specific to my needs since I have been a member there for some time now. I have been through too many therapist that have either not met my expectations or have quit. It is quite frustrating to finally get a therapist that understands your needs and they leave after several visits.

Introductory price was for very basic facial. Upsell seemed almost necessary to receive a good facial.

I asked for lavender oil to be used, it did not get used. I asked for deeper pressure.. it did not happen.

Did not apply the correct pressure & focused more on my neck instead of specific areas.

Every time I go the policies change. Policies at different locations in the same area are different. I can buy products with my monthly message credits one day, a week later I can't. I can transfer services to several people one month, the next it is limited to 2 per month. Only charged the $10 transfer fee at FM location. I just never know what to expect.

Booking appointments online is difficult - the functionality of the website is not great

Uncomfortable with all the paperwork Didn’t know I needed to tell them specifics of what I had signed up for

My facial was wonderful. She was very pleasant & informative. I will definitely go back to her.

The Roos are too bright. You can’t enjoy a massage where there’s bright light in your eyes, even with them closed.