Hand and Stone

There is always room for improvement!

As a paying customer, I expect a full 50 minute massage. I have been very satisfied in the past as most massage therapists have stuck to the 50 minute time frame. However, on the last visit the massage therapist finished within 45 minutes. I had been on time to my appointment. I know it might sound silly that it was only cut short but 5 minutes, but I was disappointed that I didn’t have those 5 extra minutes to relax and enjoy the massage I had paid for. Overall the massage therapist was extremely friendly and did a fantastic job. I just wish I could have enjoyed those last 5 minutes.

Between the massage and the facial I had to wait 1 minutes.

I enjoyed the staff at the appointment setting and the check in process and loved the girl who performed my facial, I did not like the girl at the desk who checked me out, she was pushy in her sales pitch of the membership program and forgot multiple times things I said to her I found myself repeating phrases, she was not as pleasant as the others maybe she was having a bad day...

I always do a 80 minute massage, but only 50 minute available. I originally signed up in Raleigh and have not been satisfied with using my membership how I wanted to. I had several appointments I had paid for. I have dropped my membership. I want to use what I have paid for. Once I use up I will decide if I rejoin in Wilmington or just do a massage at a time. When I checked out yesterday they said "You have no credits, we will call Raleigh and get this straight and then call you and tell you what happened. I have not got a call. Feels like another problem. I left my credit card and authorized a $30 tip and the upgrade for deep tissue. But have no idea what I will be charged. Need to get your act together. Good massage, bad front office.

Wanted more details on my low back area since I do have sciatica

Hand and Stone gives me time to myself that I don't usually get. I like being able to recharge for an hour or so with no phone or contact to the world outside the spa's doors. I enjoy going each month and the staff are always friendly, helpful and caring!

It seems like there is always a problem with the credits on my account or billing and it makes me feel like someone isn't being honest. Literally, every visit I've had since I began going there it has been an issue checking out. Yesterday, the guy said I had 3 credits on my account after my service but I only had 2 gift cards from where I had them credited back in May. He couldn't even figure out or explain why my account said 3 credits. If your staff doesn't understand your computer software/billing then I'm concerned I'm being taken advantage of or not getting what I paid for. I think there needs to be more transparency with monthly credits. Maybe you could give people access to their account to see what credits they have available. Also, when i book my appointment on the website, it would be nice to have the option of choosing a staff member to perform the service instead of having to speak to someone directly. Why go online to book if I have to have a follow-up conversation to book the appointment?

I was satisfied. Switching therapists is tricky. When you’re used to a way someone else does it doesn’t mean they did it wrong, they just do it differently and you have to get used to it. I loved the therapist - just different from my previous therapist.

The receptionists are a little chatty about their personal lives. Gossiping and speaking loudly doesn’t create the calm environment in the lobby one would hope for