Hand & Stone Massage and Facial SpaReviews of handandstone.com

company is a scam, will say anything to get you into the monthly membership.. they tell lies about unlimited use of facials/massages once you sign up which are not true. then they will not even honor your 1 free membership credit per month, as they said it is the membership rate of $79.99 plus your $85/monthly membership.. I asked over 5 times about the free services for members which seemed to good to be true to the sales representative and she told me not only would my wife be able to come unlimited free visits but i could as well.. should have known better.. don't sign up for monthly membership as it is a scam

I am extremely disappointed with Hand & Stone and the way my gift card was handled. Their gift card expiration policy and limited time to use the balance were not clearly communicated, leaving me unable to use the gift card value as I had expected. What makes this experience even more upsetting is that my gift card balance ended up being used as a 100% tip because I was unable to use it due to their unclear gift card policy. Instead of being able to enjoy the value of my gift, I feel like I lost that value because of restrictions that were not made clear to me upfront. A gift card is supposed to be a thoughtful gift, not a way for customers to lose their money because of confusing terms and conditions. Customers deserve transparency about expiration dates, redemption rules, and what happens to any remaining balance. This experience left me feeling misled, frustrated, and taken advantage of. I would not recommend Hand & Stone. If you are looking for a place for facials or massages, I suggest finding another local spa that values its customers and communicates its policies clearly. Be very careful before purchasing or accepting a Hand & Stone gift card, because you may not be able to use its full value as expected. Hand & Stone has lost my trust as a customer. I hope management reconsiders these practices and treats customers more fairly in the future.

My experience with Hand & Stone Massage and Facial Spa has been incredibly frustrating and disappointing specially at the Greensboro location and have multiple friends and family who have had, or are having the same issue. I had been trying to cancel my membership for nearly FOUR MONTHS and contacted the spa approximately 7–8 times regarding this issue. Despite my repeated attempts to get this resolved, the manager did not contact me back during that time. Meanwhile, my monthly membership payments continued to be withdrawn, even though I had repeatedly tried to cancel. It was absolutely unacceptable to have a customer repeatedly reach out for months, receive no meaningful resolution, and continue to be charged while waiting for management to address the situation. The complete lack of communication, accountability, and customer service was astounding. A membership cancellation should not turn into a months-long battle, and customers should not have to chase down management over and over just to get a response. On the fourth month, the cancellation was finally taken care of, but only after months of repeated attempts to resolve the issue. While I am glad it was eventually handled, the process was unnecessarily difficult and frustrating. This experience has completely soured my opinion of Hand & Stone. I expected professionalism and basic courtesy, but instead, I was left frustrated, ignored, and out of money. I would strongly encourage anyone considering a membership to think twice and make sure they understand how difficult it may be to cancel.

I visited this establishment in Parma, Ohio for the first time for a massage. Although everyone I interacted with initially was kind and helpful, there were several issues with my overall experience, and I ultimately left disappointed with the actual massage. Rather than immediately posting a negative review, I chose to write a letter to the manager, Kelsey, explaining what happened because I felt it was something she should be aware of. I also left my phone number in case she wanted to contact me for additional details. I genuinely hoped that sharing my experience would help her understand why I left feeling frustrated. Four days later, Kelsey called me. The first thing she told me was that I would be reimbursed and that I was being banned from all of their locations. I was completely dumbfounded. I asked why I was being banned and explained that if I had done something inappropriate or violated some policy, I would certainly like to know so I could understand and correct it. She refused to explain. When I said that I thought it was unfair to ban me without telling me why, she responded sarcastically, "How nice that you want to reflect on yourself." I later called back once to ask about the amount of the reimbursement, and she explained that to me. During that conversation, I again politely asked if she would explain why I was being banned. She said she would rather not. She then told me that if I contacted her again, she would press harassment charges and hung up on me. I spoke with her twice--once when she called me and once when I called back with a question about the reimbursement. I find it extremely troubling that asking reasonable questions about why I was being banned was characterized as harassment. I am still completely baffled by how this situation was handled. I initially took the time to communicate my concerns privately and respectfully rather than publicly posting a negative review. Unfortunately, the response I received was so unexpected and unprofessional that I feel others should be aware of my experience. While the staff I initially encountered were kind and helpful, the way this situation was handled by management left me extremely disappointed. Based on my experience, I would not recommend this establishment.

I have been a loyal client at Hand & Stone (Park Terrace Dr, Columbia, SC) for years, but recent management decisions and billing practices have made it impossible to stay silent. A few months ago, this location began routing credit card tips through a third-party processor, claiming it allows massage therapists to access tips faster. In reality, they are passing a 4% "convenience fee" directly onto the client's card for tipping. This policy is unacceptable: It exceeds the standard 3% card brand surcharge cap stipulated in major merchant agreements. It is arbitrarily applied only to employee tips, while base services and retail products carry no such fee. Merchants cannot pick and choose to surcharge selectively on tips alone. When I successfully disputed all these unauthorized surcharges with my card issuer, a billing mix-up temporarily charged back the tip amount on one of them. I spent weeks actively working with my bank to ensure the therapist was fully paid. Yet, when I returned for an appointment, management refused my card entirely—claiming any prior disputed charge results in a permanent block. This feels like blatant retaliation for challenging an improper fee. To make matters worse, management communication has been completely absent. I was told to "call back later" to speak to the manager, only to find she had already left for the day. This follows an incident about a month ago where management scheduled a phone call to resolve this issue and never called. As a retired individual who does not drive, carrying cash exclusively to work around an unfair surcharge policy is a major hardship. To corporate leadership and management: Immediately end the selective, non-compliant 4% surcharge on client gratuities, unblock my card, and have a manager contact me directly to resolve this account issue professionally. To prospective clients: Check your itemized receipts closely before tipping by card at this location, and ask whether your gratuity is being penalized with unannounced convenience fees.

My wife and I enrolled in a monthly massage membership promotion at the Frisco, Texas location approximately two years ago. Under this agreement, we each received one massage credit per month, and the monthly fee was automatically charged to our credit card. Recently, when attempting to use our credits, we were informed that our account showed zero credits, despite having paid continuously for the membership. Over the past five weeks, I have attempted to resolve this issue directly with the business: Robert (Manager) initially told my wife he would “straighten things out,” but he has not followed up and has not returned any of my calls. When I visited personally, Robert again stated our account was fine, yet after my massage he claimed we had no credits and charged me full price. He promised to fix the issue but never contacted me. Johnny (frontline staff) has been the only person attempting to help. He confirmed that our credits have disappeared from the system and stated this has happened to other customers as well. He also indicated he has no direct access to the franchise owner and that Robert has been unresponsive. Johnny told me three weeks ago that he was working on reinstating our 48 missing credits (24 for each of us). As of our most recent visit, the issue remains unresolved. When I attempted to contact corporate customer service, my call was disconnected before anyone answered two different times. At this point, the business has: Failed to provide services we paid for, Removed earned credits without authorization, Ignored multiple attempts to resolve the matter, Provided no communication or explanation, And acknowledged similar issues affecting other customers. I intend to file this complaint with the Texas Attorney General, the Better Business Bureau, and the Texas Deceptive Trade Practices offices due to the business’s failure to honor paid services and its lack of responsiveness. I request assistance in obtaining a full resolution, including reinstatement of all missing credits and confirmation that the business will honor the terms of the membership agreement going forward.

If you want a facial do not go there. My $280 worth nothing. Very inexperienced workers. Don’t waste your money. You can do it better at home for free. Overall, everything is about the money a very bad communication system all they want to get the money and do shitty job. They force you on memberships just to keep you there as long as they can

My wife and I very disappointed with our experience with Bella at Hand & Stone in Winter Park. Her attitude was argumentative, dismissive, and unprofessional. We felt pressured into canceling our appointment rather than being offered helpful solutions. The interaction left us feeling frustrated and undervalued as members. My wife and I have been members of Hand & Stone for over a year and have invested a significant amount of money in our memberships and services. Because of this experience, we ended up canceling both of the two-hour appointments that we had booked in advance. It has also caused us both to reconsider whether we want to continue investing time and money into memberships with Hand & Stone. We hope management reviews this matter and takes steps to ensure memebers are treated with the respect, courtesy, and professionalism they deserve.