Hand & Stone Massage and Facial SpaReviews of handandstone.com

I booked the Diamond Glow facial for the past 3 visits. Each time I arrive and get settled in the treatment room, I am told that they cannot offer the Diamond Glow because they don't have the felt tips or the equipment is broken. I confirm about 4x before each appointment and am never told in advance that the facial I want is not available. I end up with the choice of a basic facial or upgrading. I borderline feel that I am being taken advantage of because of my extra credits. I always leave having a lesser-experience than I hoped. I'll likely cancel my membership soon. The staff is pleasant, but this review isn't about the staff.

DO NOT GO TO THIS PLACE — COMPLETE RIP-OFF! I had an absolutely terrible experience. I strongly recommend avoiding this location. They took my card information and charged my card without my consent, which is completely unacceptable. On top of that, the service itself was extremely disappointing. Half the time, instead of providing a proper massage, the staff appeared to be simply fixing and changing sheets to pass the time. The service was unprofessional, the experience was frustrating, and I feel that I did not receive what I paid for. BAD, BAD EXPERIENCE. I WOULD NOT RECOMMEND THIS PLACE TO ANYONE.

Rude customer service very rude

Charged my business card without authorization for my husband's membership. My business card is on file because I buy my employees gift cards for massages at the end of the year. Let that sink in.....they went into MY account to charge my husband's membership. When I called to dispute it, I spoke with the office manager who claimed she had permission to bill the card. When I asked her to provide proof of that authorization, she hung up on me. I called back twice and no one would address the issue. I've since had to escalate this to corporate to report the unauthorized charge and what I consider a deceptive business practice. Be careful giving this business your card information — get everything in writing before they bill anything.

I have never experienced more of a lack of customer service in a business focused on service than I have at this location located at 925 LIVERPOOL ROAD in Pickering. I will start by saying I have probably spent about $2000-$3000 over the last couple of years here and will not bring another dime to this location where these services are a dime a dozen in this city. I booked a service 2 weeks ago on the phone, was confirmed and offered a time which was not ideal but I immediately got off the phone, rearranged my schedule to make the appointment work. 40 minutes later, I was called back and said there was a "booking error in system" and that I now had to move my time on the same day. Annoyed, but understood and made the calls again to change my schedule. Now the day of my appointment I was called saying the employee for my appointment called in sick and had to be cancelled. So not much I can do but you would think that the location would apologize and offer me something for the inconvenience but NO. Nothing except sorry we have to reschedule. I was traveling the next day and frustrated and made it clear to the manager by phone and email how unprofessional I found the experience to be. She called me back saying we found someone that day (4 hours later) to provide me the service. I said yes and expected some sort of discount or an offer for a future visit but not even a mention. When I brought it up to the service provider that day they offered me a facial mask complimentary which I stated I prefer a discount on the services I actually wanted and they told me NO. When I asked to speak to the owner of this location I was told no not possible. Why would the owner not want to speak to a customer? What is there to hide? If I cancelled my appointment the day of would I be charged? My assumption is yes so why is similar consideration not given to the customer? I'm not asking for money, but if they had apologized for the multiple inconveniences and offered me a discount that day, they would continue to get my business. Now they will not get a dime from me and I will be sure to spread the message of how poorly customer service is managed at this location. I do not blame the staff but ownership obviously has no care in the world and this is translated down to how management deals with issues. I own multiple businesses in the GTA and oversees and could not imagine training my staff to be so oblivious and now they won't get a dime from me going forward. I emailed again trying to resolve this issue but have been ignored. DO NOT GO HERE EXPECTING A LEVEL OF CUSTOMER SERVICE IF YOU HAVE A PROBLEM. THEY WILL TREAT YOU LIKE A NUMBER AND HAVE NO CARE FOR LONG TERM RELATIONSHIPS. If ownership actually reads this, feel free to contact me to make this right and I will adjust this review to reflect a business that may actually care about their customer service.

Very poor service at their Marietta location. Botched the appt time; then when the masseuse was available, she had to take her break and I was told to come back in an hour. I cancelled my membership and then was told no refund of three credits I had. This place is designed to maximize their revenue only at the expense of customer service. If you are smart you will STAY AWAY!

Echoing other reviews, the gift card is a total scam. I pre-paid $350 for a 3-month membership which includes 1 basic massage or facial each month, whereas the membership rate for each of those services is just $80. So by giving them more business in advance, I was ripped off $110. To make matters worse, when I pointed out this discrepancy to the staff, they were aloof to the point of hostility.

Unfriendly masseuse, sharp long fingernails. I heard her clicking nails on her cell phone when she took my medical info. I should have known better !!! I stopped massage once the oils mixed with scratches on my back caused burning sensations. I went up front to leave. They reimbursed $20.00 to my gift card and asked if I wanted to leave a gratuity. Never again!!