Hand and Stone

I was a bit put off by the front desk hard sales pressure. The woman who mat & ended my appointment was one of the most aggressive sales people I've ever met! I loved everything else about the store, and the actual facial. I had discussed what products I wanted to buy with the woman who performed the service. I committed to using the products I had at hole and replace them with your products. She, the woman who did the facial, had me sold on buying the yearly package but, once the front desk girl stared her hard sell. I became very upset and thought, nope! She's way, way to pushy. I HAD to buy today because the price is going up!! I'm married to a salesman. A GOOD salesman, makes you feel happy to purchase something. They do not make you feel "I can't wait to get out of here"

The front seat staff is over the top when checking you in and out. It’s not natural, comes off fake. They all say the same thing. When speaking to different therapists they have heard the same from other clients. To me, it’s a turn off.

The pressure of the upsell. It started when I sat down in the reception area and then had another big push for upsell when I finished the massage. For this reason, I won't be back. The massage and the therapist were both great. It was the constant upsell that turned me off. I don't want to go to a massage appointment knowing that I will be dealing with that at the beginning and end of every massage.

I stated no legs or glutes on the tablet as instructed by staff. Yet I got both of these. It took time from my desired focus points. I wanted focus on head and next shoulders but wasted time with other things. Also the foot scrub was too expensive for 5 minutes. No toes massaged or heels. Also started 3 minutes late and ended 6 minutes early. The lady was friendly. But.

The peppermint oil for the scalp massage is too strong. I hated it. Please bring back the lavender or I won't be getting any more scalp massages.

We just moved from out of state. It was our first experience & our gift to each other for Valentines. We wanted to relax & unwind from moving. Service was good, but felt pressured to join membership before and after our service. Which then, makes us not want to come back. Our suggestion is, give us information and do a follow up call later. Otherwise- everyone was friendly. We just wanted an evening to relax.

It should be easily understood most of your clients are coming in to relax and walkout relaxed. It is bad business to pressure clients into signing up for your membership immediately upon exiting the back. “It’s not a membership” Yes it is, you’re not fooling anyone. Find another way to provide the information rather than a typical sales pitch.

Everyone was very friendly and I loved my therapist Reggie. But the upsale was a little much. I want to feel relaxed not bombarded. I am sure the ladies were doing as they were told and as I said, they were very friendly.

The lobby is too loud and high energy. Other places you can start to relax and prep for your appointment. Here each person introduces themselves, asks if your ok, makes small talk, offers you an add on, water, the bathroom. If you are a regular we know where water and the bathrooms are. Small talk is ok to some but it is not a relaxing environment. Often if I have to book after a massage I leave there stressed from the front desk interaction. If my two girls left that I use I would cancel my membership.

Not too big of an issue but I showed the receptionist an email for a free gift for my birthday. Not sure if it was a free service to my massage but the receptionist said she’ll have a gift ready when I leave. I was so relaxed after my massage I forgot to mention to see if my gift was ready. But no big deal b