Hand & Stone Massage and Facial SpaReviews of handandstone.com

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.

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.

my husband bought a membership for himself and myself. When i went in my hubby had me change the CC on file to mine as Had and stone had cherged him 20 extra on his massage so we changed cards .....had to go thru the bank to get the 20 back...hand and stone says they wouldnt help with us getting it back. After changing to my CC handand stone continuedto add fees that we never used and i had to cancel the card so they had to stop we canceled our membership and are following up with legal action against them. be ware

Hand And Stone in Cosner's Corner - THEY ARE IMCOMPETENT!!!! This is my second time getting a membership with them. The fist time I cancelled my membership because of a bad experience that was almost similar to this one, which was almost 4 years ago. A few days ago, which it was SEPT 23th, I gave it another try because it was daughter 16th birthday and she requested a massage as one of her gifts. They had special for new members that comes with a free facial which the membership was $ 79.95. They charged me twice. I made a complain and they refunded me of the $ 79.95 charges. I made an appt for my daughter and I SPECIFFICALY asked them to scheduled the free facial and the massage for the same day ( I just got the membership because of the free facial). OCT 3th, my daughter got her massage and facial, which was great. A few days ago, I went to pay my credit card and I had another 2 charges of $ 79.95! I called them they said they could not find the charges and them, she told me that she could possibly refund one of the charges and that she usually does not do that at all. I explained that the charges were not authorized. At this point, in last than two weeks, they charged my account 4 different times. The conclusion is... Sept 23th, I paid for the membership that comes with a free facial. On Oct 3th, They charged me 79.95 and 79.95. The total of 159.95 and I paid $ 40.00 tip. So, an appt that should cost $ 79.95, costed me $ 279.85. They will handle your money like sh**t. Do NOT go there. I asked for corporate's phone number, but I have not received yet. Now, i have extra charges in my card and I am reporting this as a FRAUD!!!!

I had the misfortune of dealing with Hand and Stone Massage in Alameda, and it was an absolute nightmare. If you value transparency, honesty, and good customer service, do yourself a favor and avoid this place like the plague. First off, their pricing structure is deliberately opaque and full of gimmicks. What appears to be a simple, affordable service quickly turns into a labyrinth of hidden fees and deceptive costs. There’s no clear explanation up front, and before you know it, you’re charged for things you never agreed to. They reel you in with a seemingly decent membership offer but bury extra costs in the fine print—costs you won’t discover until they’ve already charged your card. The worst part? They make canceling your membership next to impossible. They don’t allow you to cancel in person or over the phone with anyone who can actually help. Instead, they require you to schedule a call with a manager—on their time, not yours. I was told, “The manager will either call you on Sunday or Tuesday.” Seriously? I have to plan my life around their whims just to end a service I no longer want? And good luck getting through to them. It seems like they intentionally make it difficult to speak to anyone with authority, hoping you’ll give up in frustration. This isn’t just poor customer service; it feels like a deliberate, predatory practice designed to trap you in a membership with non-consensual charges that you have no control over. Save yourself the headache. There are plenty of other massage parlors out there that don’t rely on underhanded, manipulative tactics to make a quick buck. Hand and Stone Massage in Alameda is not one of them.

Recently I had a bad experience at a Hand and Stone Massage in Richmond VA. My daughter and I arrived about 10 minutes prior to our scheduled start time. They had no record of me in the reservation and said they were unsure whether there would be a masseuse available for my massage. In the meantime, they asked both my daughter and me to fill out a form on a tablet. Since there was only one tablet available, we filled out our forms sequentially each taking about 10 minutes. They found a masseuse for me, so we were then ushered into our separate massage rooms. My masseuse was fine and I was enjoying the massage when she stopped after 35 minutes and said the massage was over. There was a digital clock in the room that read 10:19 AM when she started and 10:54 AM when she stopped. When my daughter and I met at the front desk we asked if there had been a mistake as we had booked one-hour massages. We were told that the time we spent filling out the form we had been asked to complete while waiting had been deducted from out massage time. I have had massages at several different massage businesses over the years where I have been asked to fill out forms and have never had this experience. I have always gotten the full one-hour massage regardless of how much time I spent filling out forms. It seems ridiculous to me that Hand and Stone apparently has a policy which, in effect, charges their customers to fill out a form. I was not told in advance that any time I spent filling out this form would be deducted from my massage time. Moreover, it was not necessary for either my daughter or me to fill out this form as we had been to Hand and Stone before. In my opinion, this practice of deducting time for filling out forms seems ridiculous, deceptive and should be stopped. I can understand losing time if you are late for an appointment, but that was not the case here. The check out process was as bad as the check in process, much confusion over the fact that my daughter made the reservation but we were paying for it on my credit card. We found out that we were being billed at the rate of $149.95 an hour rather than the $79.95 dollars an hour advertised on their website. Again, this appears deceptive to me and I don’t understand why we were being billed at a rate nearly twice as high as that advertised on their website. In short I paid nearly $300 for two 35 minute massages and I am not happy about it. I have complained to Hand and Stone management about this. My interactions with them have been civil but the discussions have led nowhere. The position of Hand and Stone management seems to be we’re not going to do anything about it.

They run a bait and switch scheme. They run specials where services are discounted for 50%. When you arrive you are bombarded by some person who works the front desk trying to sell you a monthly membership. When you tell them you don't want it they get very ballistic and hostile and do not try to give up. When you go to the treatment rooms the people that work back there will try to sell you pointless upgrades that are very overpriced. For example $35 for CBD oil, $25 for warm Stone oh please. The service is only last 50 minutes and they try to get you off those tables as quickly as possible. Hand and Stone is run like an assembly line. The services are generic uninspired cookie cutter. It is not worth the money.