Horrible Management!
Horrible Management!! I started using this spa at the branch in Hewlett that suddenly closed down without notice in March 2025. I just got a text the night before my appointment telling me that the branch was closed until further notice.Fast forward to Rockville center,in November 2025 the closed branch charged my cc 4 times on 11/12/25.I called Rockville branch ( to which I transferred )because the corporate center NEVER answers. I spoke to Allie,the manager on duty that day who told me that it would be resolved.I was about to cancel my membership,but was advised to freeze it instead,so I won't lose any previous credits and my account would not be charged until I unfreeze it. When the issue was not resolved I had to call my bank,only realizing that I was still being charged monthly from 11/17/25 to 02/17/26, 4 months!!!The manager who advised me to freeze my account and told me that no further charges will be made was extremly rude and told me that I should have been checking my account to see that I was still being charged and they don't do refunds.I am livid and prefer to take my business elsewhere. However,If my issues and refunds are'nt issue I will be talking to my lawyer...
Candice D
New Family Member
Sade, the esthetician was very knowledgeable and personable. She was patient and kind, explaining each service before, during and after. Nadine and Caliyah at the front desk exhibited exceptional customer service. Highly recommend visiting them.
Renee Allende
BEWARE. Scam, DO NOT get a membership
The massages are goodThe management is awful. My wife has been trying to cancel her membership for 2 months now and is unable to. Only “the managers” can cancel memberships and they never call back.This is a scam of a company.
Nikhil Dixit
Hand & Stone Jupiter is a Nightmare
This is for the Jupiter location in Florida. Where do I start off with the overall experience of Hand & Stone Massage and Facial Spa, I worked there for a good amount of months and treatment got worse and worse not only for myself, but other employees and also particular customers that Amanda Sprauer didn't "like". There's a customer with BPD and has been going there for about a year, she was threatened to be kicked out if she couldn't comply to rules, once she left Amanda would say that the woman was crazy-big red flag. October rolls around and there were reports of sexual harassment involving Eric Kellner, new massage therapist that was trained under Charlotte Bowes, involving both customers AND employees, nothing was done and everyone was forced to keep it hush, hush (the biggest red flag I've ever seen in all my years of working customer service). After I participated to talk to HR (located in PA btw, not even a local office), I was threatened to "stop talking about it" but that's serious allegations on all sides so I decided to file with the state against Hand & Stone (still active). There's so much to say, how Amanda will bend over backwards for customers that never show up for their massages and waive their fees so therapists don't get a pay out from it (stealing money out of their hard working hands), giving black and brown customers and employees a hard time with scheduling massages that were booked months in advanced just to accommodate a random white person. This is just the fast food of massage spas, please go find other better spas like Coastal Day Spa that actually care about their customers.
hilary
New Newmarket location offered a…
New Newmarket location offered a promotion for anyone who calls in first has a chance to claim 1 of 30 massages and 1 of 10 facials for free, this seems to be marketing scam. I called from 8:58am to 9:30am with two cell phones over 63 times and they never picked up once. I’m sure they will lie and say a few people won.
LEO P
THE ABSOLUTE WORST
This company is THE ABSOLUTE WORST DO NOT WASTE YOUR MONEY. I CANCELED MY MEMBERSHIP IN JUNE 2025 WITH THE LIVONIA SPA WHICH CLOSED DOWN AND THEY CONTINUED TO WITHDRAW MONEY FROM MY ACCOUNT FOR THE NEXT 4 MONTHS I HAVE BEEN WAITING FOR THEM TO RETURN MY MONEY AND IT IS NOW JANUARY 2026. I CALL EVERY DAY AND SPEAK WITH THE MANAGER BRIANNA WHO IS CLUELESS ON HOW TO RESOLVE THIS BECAUSE SHE IS A NEW HIRE. SHE PASSED ME ON TO HER BOSS WHO ASKED IF I WANT TO USE THE CREDITS FOR MASSAGES. I WANT NO PARTS OF THIS RIDICULOUS BUSINESS ALL I WANT IS MY MONEY. I'M GETTING READY TO BLAST THEM ON EVERY SITE THAT I CAN LEAVE A REVIEW!!!
Cynthia Matthews
Do not give this company at Orchard…
Do not give this company at Orchard Lake and 14 Mile Road access to your credit card. They are not to be trusted.
steve “umirazor” phillips
Hand and Stone Thornhill worse massage
Hand and Stone Thornhill worse massage centre in Thornhill. Me and my was scheduled for an appointment on Dec 20, 2025 (1:30–2:30 PM). A medical emergency required us to go toSunnybrook Hospital. We called the centre in advance; we did not cancel or give consentfor cancellation. Despite this, at 11:36 AM, we received an email stating the appointmentwas cancelled and we were charged $79 per person ($158 total)—nearly 2 hours before ourappointment.When I called to speak with the manager, I was told a callback would occur at 2:45 PM, afterour appointment window; no call was received. We were told the “system” cancelled andcharged us, which is implausible. Visiting in person at 4:00–4:30 PM, Idha confirmed theearlier receptionist intentionally cancelled the appointment without consent. We weredenied management contact.
Akshay Kumar
Bad experience Clarkston,MI
Bad experience Clarkston,MII bought gift cards that were mysteriously not able to be found. If I had not kept detailed receipts, I would be out of luck. Also, even with receipts a NIGHTMARE to try to use what I paid in gift cards. Favorite question they ask: CREDIT CARD ON FILE? Watch and keep track of everything.
Good Life
Miranda provided a wonderful massage
Miranda provided a wonderful massage. I think it's called massage drunk. The whole staff is wonderful at the Surprise location. The best
Susie Oien
Menomonee Falls should close
I patronize the MenomoneeFalls location in WI. I cancelled my membership yesterday - I had it for 10 years. I took a service last Thursday as part of a package. Apparently, the package expired two weeks prior and they did not tell me. I would not have taken the service if I knew it wasn’t available. The manager, Zach, called yesterday asking for $350 for the service which I begrudgingly gave via credit card. The moron charged the wrong card and overdrew my account. Then he had the audacity to try to explain how banking works to me, a former bank manager with a MBA. I am taking my business to elements massage and you should, too. Plus, the salon smells like mold and the staff turns over weekly.
Kristin
Don’t signup for the membership
Don’t signup for the membership! It’s a scam. They make you pay one month even if you cancel right after signing up. I had a bad reaction to one of the products they used and I was told that I had to pay atleast 1 month’s fee and had 3 months to use it.
Trishala Rasya
Cost was never made clear ahead of service.
Don’t tell you what a service will cost or how much money is left on gift cards.
L Gar
My fourth appointment.
"Had my fourth appointment with Jennifer last Friday and I'm looking forward to #5: she's awesome."
Jimmie Hanes
shady business
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.
Brian
Run like a poor motel
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.
Adam
The worst facial experience of my life…
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.
gizem turfanda
I have visited the Cross Hill location
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.
Colleen
lots of issues with this place
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
Marina Ezrokhi
My daughter was in over Christmas…
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.
Kathleen Reznik
