Hand & Stone Massage and Facial SpaReviews of handandstone.com

BEWARE!!! There have been several incidents of them booking the wrong person or not completing the booking and I have shown up and wasted my time. It is a long drive and they don't consider my time valuable. Additionally, we brought my parents in for massage and shortly there after my account was double billed for over a year. I kept notifying the spa and their corporate office and was told that they were only billing my account for my membership (even though I showed them the statements). This went on for months without effort or resolution on their part. Come to find out that they had signed my mom up for a membership without her consent (she knew nothing about it) and could not provide a signed contract. To make matters worse they used my credit card without my knowledge or consent. Hence, the double billing. They provided no restitution or remorse for over $1200 in charges. The only refund I received was for one month from my bank. We will be looking for another spa and recommend anyone reading this review to do the same. It is a shame because their therapists are great.

This company is criminal. You can't cancel your membership or even manage your membership online. Credits disappear. It is a total financial nightmare. Stay away.

Horrible Management!! I started using this spa at the branch in Hewlett that suddenly closed down without notice in March 2025. I just got a text the night before my appointment telling me that the branch was closed until further notice. Fast forward to Rockville center,in November 2025 the closed branch charged my cc 4 times on 11/12/25.I called Rockville branch ( to which I transferred )because the corporate center NEVER answers. I spoke to Allie,the manager on duty that day who told me that it would be resolved.I was about to cancel my membership,but was advised to freeze it instead,so I won't lose any previous credits and my account would not be charged until I unfreeze it. When the issue was not resolved I had to call my bank,only realizing that I was still being charged monthly from 11/17/25 to 02/17/26, 4 months!!! The manager who advised me to freeze my account and told me that no further charges will be made was extremly rude and told me that I should have been checking my account to see that I was still being charged and they don't do refunds. I am livid and prefer to take my business elsewhere. However,If my issues and refunds are'nt issue I will be talking to my lawyer...

The massages are good The management is awful. My wife has been trying to cancel her membership for 2 months now and is unable to. Only “the managers” can cancel memberships and they never call back. This is a scam of a company.

This is for the Jupiter location in Florida. Where do I start off with the overall experience of Hand & Stone Massage and Facial Spa, I worked there for a good amount of months and treatment got worse and worse not only for myself, but other employees and also particular customers that Amanda Sprauer didn't "like". There's a customer with BPD and has been going there for about a year, she was threatened to be kicked out if she couldn't comply to rules, once she left Amanda would say that the woman was crazy-big red flag. October rolls around and there were reports of sexual harassment involving Eric Kellner, new massage therapist that was trained under Charlotte Bowes, involving both customers AND employees, nothing was done and everyone was forced to keep it hush, hush (the biggest red flag I've ever seen in all my years of working customer service). After I participated to talk to HR (located in PA btw, not even a local office), I was threatened to "stop talking about it" but that's serious allegations on all sides so I decided to file with the state against Hand & Stone (still active). There's so much to say, how Amanda will bend over backwards for customers that never show up for their massages and waive their fees so therapists don't get a pay out from it (stealing money out of their hard working hands), giving black and brown customers and employees a hard time with scheduling massages that were booked months in advanced just to accommodate a random white person. This is just the fast food of massage spas, please go find other better spas like Coastal Day Spa that actually care about their customers.

New Newmarket location offered a promotion for anyone who calls in first has a chance to claim 1 of 30 massages and 1 of 10 facials for free, this seems to be marketing scam. I called from 8:58am to 9:30am with two cell phones over 63 times and they never picked up once. I’m sure they will lie and say a few people won.

This company is THE ABSOLUTE WORST DO NOT WASTE YOUR MONEY. I CANCELED MY MEMBERSHIP IN JUNE 2025 WITH THE LIVONIA SPA WHICH CLOSED DOWN AND THEY CONTINUED TO WITHDRAW MONEY FROM MY ACCOUNT FOR THE NEXT 4 MONTHS I HAVE BEEN WAITING FOR THEM TO RETURN MY MONEY AND IT IS NOW JANUARY 2026. I CALL EVERY DAY AND SPEAK WITH THE MANAGER BRIANNA WHO IS CLUELESS ON HOW TO RESOLVE THIS BECAUSE SHE IS A NEW HIRE. SHE PASSED ME ON TO HER BOSS WHO ASKED IF I WANT TO USE THE CREDITS FOR MASSAGES. I WANT NO PARTS OF THIS RIDICULOUS BUSINESS ALL I WANT IS MY MONEY. I'M GETTING READY TO BLAST THEM ON EVERY SITE THAT I CAN LEAVE A REVIEW!!!

Do not give this company at Orchard Lake and 14 Mile Road access to your credit card. They are not to be trusted.