Hand and Stone

All of the paperwork that was needed before the appointment was completed and then asked again to complete the forms when I got to the facility. The receptionist said this happens a lot, so maybe it’s a system issue that needs to be checked into

the massage and facial were just fine but there were way too many questions asked before appointment and they were way too pushy on selling the 200 deal which really isn't a deal so therefore I won't go back and more questions when you got there it shouldnt be so complicated

The location, therapist, and receptionists are always friendly, welcoming, and helpful. Not selecting highly satisfied relates to the relization that when i call to make appointments im being connected to a call center rather than the location. And a recent policy change of not being able to book 90 min appts on Fri Sat or Sun.

I just don’t rate highly satisfied very easy. The massage and visit was great.

No specific reason it was more of the atmosphere, maybe it was the experience with trying to make an appointment and speaking to someone that is not at the location.

Hand & Stone was able to accommodate a last minute massage request. There was a new chair with a sign in the lobby/waiting area. Although the receptionist was nice, she was unable to provide me with information on what the chair and services being offered were. I was early for my appointment and was considering the 10 minute facial (I believe according to the sign) was being offered but no other information was available to me. The massage therapist was very informative. However, he used medical terminology to describe my muscle challenges. I am a nurse (which he was probably not aware of this) but If I wasn't I would not have understood the terminology. Laments terms are always best. However, he successfully worked out the 'kinks' that I had in my muscles and described why I was having so much pain and soreness due to the tightness.

The CBD oil didn’t do much for me so it was a waste, and I did feel greasy afterwards but was advised not to wipe it off. Tim didn’t massaged me as he had before so I missed some of those moves that help me relax.

Overall it was a nice experience, the problem centers around the constant upselling, it really went way way to far, the badgering began at the front desk and was relentless through the entire visit to your organization. Once is fine , but to dig and dig and dig some more took away from the visit to Hand and Stone. I cannot send family or friends without extra coaching as to how to avoid the constant upselling and keep the appointment pleasant from start to finish. The massage and facial were fine , but leave me alone and accept my answer when asked a question. To tell me my Husband said there was not a limit for my visit is insulting to me and to him. I am not a cash cow for you to gorge at your convenience. I understand sales, I work in sales and I wish you did as well, if this is your normal business model there will be no need for an additional visit because this take, take and take model will sink your ship. Hopefully it is not to late to adjust and tame your bulls begging for more each and every minute of the day. Best of luck to you, but call of the DOGS after just one bite at the clients hand. If you are wondering why return clients are voting with their feet and not returning to your shop, now you know the answer. Hopefully for you it is not to late. Will I return ,,,,,, No thanks, not even after the wounds are healed. Best of luck , Karen and Steve Wilson

Friendliness of front desk, massage therapist and the team is always on top of their A game. Great customer service and support.

My massage was at 1pm . The therapist took me to room asked me a couple of questions then stepped out for me to change. So he started my massage around 1:10. He then stated that he wouldn't beworking on my neck or shoudlers sincei had a facial appointment right after . He finished at 1:43 saying he wanted to get me to me facial appointment.