Hand & Stone Massage and Facial SpaReviews of handandstone.com

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.

Similar to any chain massage place like a Massage Envy, however their membership/lock-ins are worse, be prepared for that, or run away now. They'll make it difficult to cancel and get an extra month of you, but worse is during the time you have a membership they stick to monthly billing cycles that are not aligned to when you are getting massages in which confusion will work in their favor (with no emails or explanation on when you are billed or what its for). Also, for the sport of it, they feel like they have to charge you $10/month to "pause" your account. One thing I suggest is trying to speak to the manager, which they will do what they can to not give her name. Talking to her will be the worst experience of your life. Have never experienced a phone call like that, I believe she was experiencing an episode which I'd rather not get into. It's a shame the people working here are subject to having to work in such a poor and ethically questionable (saying politely) business. It's a 2 star business through and through.

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.

lots of issues with this place, and is starts with management, This place is not customer friendly, no appointments available, front desk is rude and unprofessional, massage therapist change all the time, do not waste your time and money

My daughter was in over Christmas holiday and we made plans for a "girls" day. It was to start with facials. The day before the appointment i was contacted that my esthetician was going to a CE class and they would need to move my appointment. Mind you, she was scheduled that Monday and decided to move the date (their words). I couldn't reschedule as the day was booked. The next day I drop my daughter off and I go do errands. 15 minutes after the hour, I get a call that I was late for my appointment. There was no explanation or apology. I was unable to get back to make it. I cancelled my subscription and was told that I had 14 packages to use by June. I made an appointment for Neveskin and asked if that would be covered by my packages. "i think so but the esthetician can better tell you" My mistake, I kept the appointment. The person doing the treatment was excellent but didn't know how it would be charged. She thought it would be 3 packages--no big deal. I get to the desk and they say--"sorry, a standalone appointment can't be paid with a package. You would need to add it to a facial. That'll be $225." I understand the rules but made someone should be able to explain them to the customer. Needless to say, since I don't know how to equate services to those packages and your staff can't either, I guess you can keep them.

KEISHA, ESTETICIAN AT THE BURLESON LOCATION WAS FIRST CLASS. PROFESSIONAL, FRIENDLY PASSIONATE, AND KNOWLEDGEABLE. I FELT WELL CARED FOR AND SATISFIED WITH THE PERSONALIZED SERVICES SHE RECOMMENDED. SHE'S YOUR GO TO! MY FACE FEELS AND LOOKS GREAT. THANK YOU KEISHA

Very bad customer relations. I scheduled my first appointment. They asked for my credit card to reserve the time. I called the next morning 5 hours before my time to reschedule for the next day because I had a personal conflict. They would not reschedule and called it a cancellation. If I rescheduled it would be another charge. They charged my credit card full price for the attempted reschedule and insisted that it was a cancellation. I checked the policy on their web site and the charge should have been 50%. I had to call to show them their own policy on their website. Also, I did not want to cancel. I wanted to reschedule, which is a common courtesy every other of these types of service businesses honors. H & S needs to clarify cancellation and reschedule policy on their website. They were so rigid about it, I would not want to go there anyway. Unfortunately, they lost a lot of business from this poor interaction. I own a national business and was considering purchasing gift cards for corporate client. I am glad I found out how they treat customers before I did because I would be embarrassed if a client was treated the way I was. Very bad management.