Hand & Stone Massage and Facial SpaReviews of handandstone.com

Hand and Stone Thornhill worse massage centre in Thornhill. Me and my was scheduled for an appointment on Dec 20, 2025 (1:30–2:30 PM). A medical emergency required us to go to Sunnybrook Hospital. We called the centre in advance; we did not cancel or give consent for cancellation. Despite this, at 11:36 AM, we received an email stating the appointment was cancelled and we were charged $79 per person ($158 total)—nearly 2 hours before our appointment. When I called to speak with the manager, I was told a callback would occur at 2:45 PM, after our appointment window; no call was received. We were told the “system” cancelled and charged us, which is implausible. Visiting in person at 4:00–4:30 PM, Idha confirmed the earlier receptionist intentionally cancelled the appointment without consent. We were denied management contact.

Bad experience Clarkston,MI I bought gift cards that were mysteriously not able to be found. If I had not kept detailed receipts, I would be out of luck. Also, even with receipts a NIGHTMARE to try to use what I paid in gift cards. Favorite question they ask: CREDIT CARD ON FILE? Watch and keep track of everything.

I patronize the MenomoneeFalls location in WI. I cancelled my membership yesterday - I had it for 10 years. I took a service last Thursday as part of a package. Apparently, the package expired two weeks prior and they did not tell me. I would not have taken the service if I knew it wasn’t available. The manager, Zach, called yesterday asking for $350 for the service which I begrudgingly gave via credit card. The moron charged the wrong card and overdrew my account. Then he had the audacity to try to explain how banking works to me, a former bank manager with a MBA. I am taking my business to elements massage and you should, too. Plus, the salon smells like mold and the staff turns over weekly.

Don’t signup for the membership! It’s a scam. They make you pay one month even if you cancel right after signing up. I had a bad reaction to one of the products they used and I was told that I had to pay atleast 1 month’s fee and had 3 months to use it.

Don’t tell you what a service will cost or how much money is left on gift cards.

Super shady business with their "memberships". Canceled my membership a while ago as the rates were going up and with inflation, something had to go. Nobody told me that I had 90 days to use the three months of credit that I had built up. Finally got life calmed down enough to book an appointment and was told that I was beyond the 90-day period and had forfeited the three months of credit that I had built up, or $210. Manager says that they cannot help me or give me refund. Basically, they stole $210 from me. I suggest going somewhere that is honest and still has some integrity left. Apparently, that is hard to find as greed consumes us all.

The worst facial experience of my life – ruined my birthday and my skin! I went to Hand & Stone Massage and Facial Spa to treat myself on my birthday, and it turned into an absolute nightmare. This was my first time getting a facial there, and it will definitely be my last. Everything started normally – the esthetician immediately tried to upsell me an extra hydration package, and since I was in a good mood, I agreed. Big mistake. Right after the first product was applied, I told her my skin was burning – not tingling, burning – on my cheeks and forehead. She literally laughed at me and brushed it off, saying it must just be a tickle. I kept telling her something was wrong, and only after my skin started reacting more severely, she finally removed the product and began slathering on moisturizer. At the end, she casually said, “Oh yeah, your skin definitely reacted to the product!” — as if I hadn’t warned her the moment it started. She clearly had no clue what she was doing. She just told me to moisturize and stay out of the sun. I followed every instruction and did my best to heal my skin, but here we are: two weeks later, my face is still peeling, and now I have dark patches on both my cheeks and forehead. As if that wasn’t bad enough, I’ve been calling them for 10 days straight to request a refund. I’ve spoken to almost every staff member, but the manager is somehow always “too busy” to speak to me. No call back, no follow-up, no accountability. Just complete disrespect and incompetence across the board. This experience has been a complete disaster from start to finish. I am now left with damaged skin, frustration, and zero support from the spa. Do yourself a favor and STAY AWAY from this place. They’re unprofessional, unqualified, and clearly don’t care about their clients' well-being.

I have visited the Cross Hill location. The therapists are great but the front desk gave me different answers regarding a membership account I wanted to cancel. I would never recommend the membership. It is difficult to get an appointment here as well.