Hand & Stone Massage and Facial SpaReviews of handandstone.com

They can use consistency in their cancellation policies. I’m told in person I’ll have a six month freeze out in my acct as I’m moving and have 10 services (799.50 in total) accumulated that I can’t use. After that my membership can be cancelled. They called today wanting updated credit card info as only two months have elapsed in my freeze and now I’m told that’s as long as they can do. And in order to cancel I’ll have to pay one more service NOT a cancellation fee. I’m not giving my updated info. This is freaking ridiculous!! You already have almost 800 of mine in services I can’t use as I’ve moved out of the area, now you want me To pay for yet another one I won’t use?! No way. Hold you hand you know where I’m not giving you a dime

Terrible company. First they have really strict policies about cancelling, they give you a certain amount of time to use your package and if you miss even by one day they don't honor the remaining, but they are really good at advising you to purchase another package so you can redeem the lost ones back. It's a total scam. Managers don't call back. Corporate doesn't answer their phones. I would never advise anyone join. I do like the woman who does my facials. I would much rather pay her directly than have any of my hard earned cash going to the top.

DON'T USE THIS COMPANY THEY ARE A CHAIN THAT'S ONLY GOAL IS TO SEE HOW MANY PEOPLE THEY CAN GET TO SIGN UP FOR A MEMBERSHIP & MAKE MONEY & SCAM YOU OUT OF IT IF YOU DARE WANT/NEED TO CANCEL YOUR MEMBERSHIP. If I could give zero stars I would. I did a membership with them because I was impressed the first time I went in (that's how they sell the membership's by going the extra mile on first time clients). The next time I came in as I was in the waiting room the employees where talking badly about other clients one of whom just left, they were highly personal information & even making fun of some clients that had appointments and where scheduled to come in. It made me feel VERY UNCOMFORTABLE. I learned I needed heart surgery and it didn't go as planned as I developed blood clots,so blood thinners where needed. When they called to let me know about the credit I had I informed her I wouldn't be able to use my membership anytime soon & I wanted to cancel, she said I could just pause them and that I would have to pay 125$ for services instead of 89$ so pausing them is a better option & I if I didn't recover I could cancel at anytime not telling me that they just continued to charge my card & when I did call to cancel they informed me it doesn't mean you get your money back even though it was "paused"(whatever that means) . I tried for weeks to get ahold of the manager & was told several times she would be in at 2 & they would have her call me back. Never happened until I called corporate. As I am trying to talk to her she is having conversations with other people in not listening at all. Then her excuse was she was the only one there. When I expressed how upset I was & how inappropriate her not calling me when she had the time to focus on my unresolved issue without interruptions she said she was going to pass it on to Jen the regional manager and have her call me, I asked for the number because it took almost a month to try get ahold of her with ZERO call backs and my card continuing to be charged and I needed another surgery and I wanted this issue resolved. Jen NEVER called me back and after 2 weeks of calling & leaving messages without a response I had to have surgery again. Their employees & managers are highly unprofessionally untrained. They no nothing about additional services or the products they sell. They don't know how to manage memberships or just be professional in a work environment. Laughing about clients talking about inappropriate things being on their phones not paying attention at all when checking out. When I did some research on hand & stone they have had lawsuit's of misconduct of their employees. I have had to put this off until I have recovered enough to again TRY to reach Jen but that is NOT happening. They have 500$ of my money tied up in "credits" that I can't use & never would have resumed due to being medically unable to use their services without it causing serious bodily harm because of the blood thinners as you can see from my photo I am bruising terribly & a massage could cause internal bleeding & the facial will make my face look like I went 12 rounds with Mike Tyson. I have managed an orthodontic clinic for years and this is a VERY UNACCEPTABLE way to run a business. There are MUCH BETTER more professional places that actually care & respect their clients privacy and do appreciate your business. DON'T GET SCAMMED THIS HOLIDAY SEASON

Here are my complaints in order of priority to me... #1 The store in Pottstown, PA apparently hires people that do not have any customer service experience in dealing with the public. They need training on how to speak to people and be a little more empathetic when there's a complain and not just blur out, "it's corporate policy" nothing we can do about it. There's always a large turnover of staff which does not help. #2 They can cancel appointments with no concern for your time and inconvenience when one of their masseuse don't show up but don't you do it at the last minute....this happened to me at least twice. I asked for something in return for my inconvenience and someone did email me weeks later offering me a free massage but it's really too little too late. They only did this because I requested it and not because it is something they live by. It appears to me they have no corporate nor franchise level 'core principles' they live by towards the customer. I always feel like I have to fight for what I want there and it should not be that way. #3 I had a membership and was unable to get another massage (and really, I didn't even want to come back there) but when I returned, it was after the 60 day period and I was informed that my benefits had expired and they would not honor the TWO massages I have already PAID FOR. #4 The prices are outrageous and the quality of the products are not worth it. Once again, be aware of Corporate Policy because it is all FOR CORPORATE AND NEVER IN THE CUSTOMERS FAVOR! I will never go to another HAND AND STONE again.

I have been a member for about 8 months. I found while I do enjoy the facials, I don't enjoy the pressure to add products and services and EXORBITANT tip "suggestions". I also had 1 massage - was told their therapists were skilled at medical massages and as I have a neck fusion, tried one. Therapist didn't speak English and had no idea what I needed. As of May I sent in my request to cancel per their policy and have been completely ignored. Finally went in yesterday and was told they would email a form I need to fill out. I asked for the form then and there and was refused. Called owner/manager today and after much runaround was finally sent an email acknowledging my membership cancellation. However, based on reviews, I will also need to dispute payment withdrawals because apparently, they keep charging despite your membership cancellation.

I have been a member since 2011. Since the "pandemic", services have been very disappointing. Massage appointments have been canceled, upgrade promises due to service cancellations have not been honored and the quality of the massage therapy has been very disappointing. Trying to get an appointment with a therapist is extremely difficult within a 4-week period in Wilmington, Newark, Glen Mills and Kennett Square. Between the inability to get any location to meet their performance to meet contract expectations for membership, cancellations, no call backs and showing up for an appointment to be turned away due to a therapist having to leave for an emergency or not showing up for work, the services of Hand and Stone in my area is just very disappointing and not professional at all. Professionalism and performance has completely disappeared within my area.

West Chester OH Location This is the worst membership experience I have encountered. I received a gift card and enjoyed the massage. Afterwards at checkout the high pressure sales process took me from relaxed to on edge. I ended up signing up because I was told you could cancel anytime. When I filled out the online form to cancel online 2 months later (which is nearly impossible to locate) it was never processed. I then called my local store and was told that the online form doesn’t work. They told me they could freeze my account for the month and then I would need to call each month to freeze it and that I had to come in to cancel. Today I called to freeze my account and was told the manager needs to approve it and she won’t be back in until the day my payment will be processed so it won’t be possible to freeze it. Then I said I would be in to cancel and I was told they will still require the final payment. So I decided to cancel immediately and be done. Interestingly, the customer service person processed the cancellation over the phone without me needing to come in. However, I was told the manager will be calling me in the next 7-10 days to go over the terms of the cancellation before it is formally processed. Wondering what the upsell will be or how long they will prolong my cancellation. All of this for massage and spa services? This has been the worst customer experience. I strongly advise not patronizing this business. I acknowledge I signed up for the membership and I wish I had been firm in my no. High pressure selling to someone using a gift card is disgusting. It turned a very nice gift into a 7 month long headache.

Today I would give less than a star if I could... I had been a member for several years at Hand & Stone and even brought friends. I spent several thousands of $$ with them. I ended up canceling my membership in January and was told I had a year to use my last 3 packages. When I called today to set up the apts. I was told I had no packages left - they expired in April. The new manager at the Miamisburg location offered to send me a copy of the cancelation document I signed, instead of working through this. I took the word of the previous manager and didn't fully read the document because I was in a rush. Shame on me... obviously don't trust what they say - it's all in the fine print.