Hand & Stone Massage and Facial SpaReviews of handandstone.com

I had great massages with one person who has since left the practice. The other massages I have had were mediocre, and one massage therapist was even a bit rude to me when I asked her about what she was doing (I was being curious - she assumed I was questioning her). It's also very hard to book appointments in a timely manner. However, my biggest complaint is with management. I was upsold then 6 months later was trying to use up my points before canceling, after I realized that this was not a place I wanted to continue to visit. The front desk people guided me as to how many appointments I could book to use up my points, and for the next two appointments I confirmed that we had set it up right to use up my points right before membership ended. However, on my last massage appointment I was charged!! I was told my last point had expired and that massage wouldn't be covered. The manager called me to talk to me about it as the front desk person assured me, but Tine'e, the location manager, was very difficult to talk to and said that she didn't know if me or the front desk person was being untruthful, and that there was nothing she could do about it. I requested the number of the corporate office and she gave me an "866" number that lead to no one, just menus such as how to locate a spa near me. I have sent 8 help requests over the last 10 days and received no assistance. Be warned. Don't join their membership program. If you need a massage, find a more professional location.

BEWARE! After spending $725 on gift cards I was told that customer service did not have the ability to assist me! Terrible corporate customer service. I purchased on line, four gift cards for Swedish massages at $149 by searching for hand and stone’s website. After purchase, I wanted to buy an additional gift card and again searched hand and stone’s website and the price of the same Swedish Massage gift card was $129. When I called corporate customer service they told me that I purchased from two different websites and although gift cards can be used at ANY LOCATION NATION WIDE- the price is different depending on what website comes up! The $149 price apparently was from a Brooklyn locations’s website and the $129 was a corporate website. Although they are a corporate franchisor and you speak to corporate customer service, she said she did not have any ability to help me and could not adjust the price I paid even though they are corporate customer service! The rep said that they couldn’t even issue me a gift card for the difference even though the corporate website issues gift cards! She explained that depending on which website google brings up, each location is priced differently and if you do get the corporate website the same 1 hour Swedish massage is $129 which is an average of the nationwide price. The customer service representative actually mentioned that as an example- the price of a one hour Swedish massage on the Tulsa Oklahoma location’s website is $109! And anyone can purchase a gift card from that locations website and in fact use it at ANY LOCATION. PRO TIP: purchase your gift card from the Tulsa Oklahoma website for $109 for a one hour Swedish massage and then use it at ANY LOCATION. After this experience, I would never go to hand and stone and will go to MASSAGE ENVY.

Called co back in Oct 2023 to have the form to cancel and was advised someone would call me back. Someone did call but I was not able to answer and never called back so someone decided to cancel my membership anyway without my approval or the required form. Since I don’t check my emails I had no idea this was done by the company. Went in today to schedule an appointment and was informed I had no membership and lost credit. I was furious since I never sent the required form and was told this was done due to my initial phone call requesting the form. I will be following up with management and for now will hope they correct this error. I have never heard if anything like this from a company . The hard and stone I attended is in Ocala Florida. This experience was my daughter experience with the company and I had a membership which I canceled and did complete the form which I was told you had to do to cancel. Hand and Stone canceled her membership and she had no idea I am hoping the manager will give her the credits she lost due to their error.

She had a nice personality but it was the Worst deep tissue massage I ever had. It’s suppose to be relaxing but it wasn’t. She was too fast with her motion in giving the massage. Didn’t even try to work out the knots in my back. I had other massages there with Monica but I guess she’s not there anymore. Didn’t see her name.

Generic uninspired assembly line massage. Nothing unique nor original cookie cutter at best. They don't care about the quality just the upgrades in service. 50 minute massages for the therapist cannot wait to get you off the table. If they ask if you want to upgrade to something ask him how much more it's going to run because they will not tell you and when you get your bill it could be a unpleasant surprise. I can honestly say it was the worst massage I've ever had

My Husband and I are both members and have found it difficult to make appts. The receptionist is not friendly and has even accused me of yelling at her when I was disappointed with the lack of availability to make an appointment. I have a strong voice and was speaking in my normal manner and tried to explain that to her. I am a handicapped Marine veteran. We are 5 months behind because of the lack of therapists and availability of the ones they have. I find this business a big disappointment

My massage was very average. The man who massaged me asked me a couple of questions that made me uncomfortable. I also feel like I was swindled!! No where on the website does it says the price of a massage is $150, it says it will cost $79.95 when I signed up. I was then talked into a membership but they weren’t transparent about terms and conditions, it was very very confusing. I’m not happy, I just wasted $150 for an average massage and very vague information.

Hand and Stone apparently oversell their services. They sell memberships without having enough therapists available to properly service their paying members. I have tried for the past two weeks to schedule a massage by calling Monday or Tuesday morning, only to be told that no one is available for the rest of the week or that there are only one or two appointments available at an odd hour that does not fit my work schedule. It should not be this difficult for a paying member to book an appointment. And because I was unable to book for two weeks and have not used my already paid for monthly fee, I paid $69.95 for no service this month. This is unprofessional and certainly not customer service oriented. On a positive note, the therapist I visited three times (Will) was both professional and skilled at deep tissue massage. Sadly, the business he works for is not as professional. I have already cancelled my membership and will now look a business that offers professional customer service, an excellent massage and better scheduling. I cannot recommend Hand and Stone Massage of Greenville, SC. Update Jan 11, 2024 Within 24 hours after posting my review, there was a response from management: Hi Jerry, thank you for leaving us your review. We would like the opportunity to look into your recent visit in hopes of resolving this matter to the best of our ability. When you have a chance, please call or email us at (864) 234-5772 or mgr, so that we may discuss how we can make this up to you. We value your business so we hope to hear from you soon. I replied by email and did not receive a response. Not surprised by this because I believe the only reason management responds publicly is to make it appear as if they care and will do something about the problem. But the reality is they do NOT care and will do nothing. So I have changed my rating to one star. My advice is to stay away from Hand and Stone in Greenville, SC