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March 2024 by Tahniah Saunders
I hate leaving negative reviews for businesses in my community. With that being said, this is my 8th or 9th time today calling this location simply to inquire about an appointment. It seems that there is never anyone behind the front desk to answer calls, and it keeps prompting me to leave a voicemail. For a Monday morning, this is ridiculous.
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March 2024 by Adam Murphy
Manager is a gaslighter it's a rotating door job. Honestly the manager gaslights while the employees try to sell things, and misbooks appointments and blames the employees. I wouldn't go or work here.The number they replied with doesn't work, again don't go here just commute to another location. Apparently business can edit Google reviews.
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October 2023 by Meredith Campbell
I recommend this location! I decided on a Friday morning that I wanted to get a massage, and I was able to make a same day appointment for 3:30.When I arrived, the people at the front desk were very kind and the lobby was relaxing with soft music and a waterfall on the wall. They also had fruit infused water.I had Dr. Dee for my massage and before she got started she made sure she knew of any problem areas I had or areas I wanted her to focus on. During the massage, there was soft music playing as well as a sound machine in the room. She had a gentle touch and did a great job. I felt very relaxed afterwards!!They had a first time special for $70 so I saved money from the regular price!
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October 2023 by Alicia Haskin
I love this spa! The providers are amazing and all of the issues from my past experiences have revolved around old management, which from what I understand has recently left. Some of my friends also had bad experience with the old manager, but now that she is gone, I feel like they might give this location another chance. The membership is a great value and I love that I can cancel at any time and I'm not locked into a contract. I highly recommend this Hand and Stone!
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September 2023 by Rachael Grace
I truly hate having to give negative reviews but my entire situation at this location has been awful. I do not plan on returning to this location.I came in for a facial in which we started 20min late, the girl was very rough with my skin, & her phone kept buzzing throughout the service. It took about 3-4 days before management reached out to me offering to comp my next facial. I arrived to this appointment after having driven 30 min to this location & I was turned away for using a topical cream “72 hours prior”. At this location, other locations & even other businesses it has always been 24 hours. If it is 72 hours I am confused why this was not applied at my previous visit with them or why I was not given prior notice to this policy change. I drove a total of an hour out of my way to come to this location. Additionally, they stated I could not have the service credit returned to me “because technically I received the original service” the service being the one that was very unprofessional. I think it is totally unacceptable, both the service & the refusal to return my credit so I may go to another location.
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August 2023 by Anjil Lane
Poor customer service, I shouldn’t have to keep calling to get in touch with someone, or leave a voicemail for a simple question. There should be enough available receptionist or at least one at the front desk answering calls. No other hand and stone in Charlotte misses phone calls, so neither should this one. Period. And don’t @ me hand and stone to make it better.
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July 2023 by Kenzie Zirkelbach
Unfortunately I used to love coming here. I am a member who pays a monthly fee and to get a service once a month for the past year. In the past three months or so, the front staff has just seriously went downhill. They don’t answer the phones, they reschedule your appointments the day of or change your service provider with no notice, and the customer service is terrible. I just had to cancel my membership after I had a couples massage scheduled and they tried to call me this morning to reschedule it for the third time because they didn’t schedule the right service provider for a deep tissue massage, after they told me my original provider had quit. I had to cancel my membership because this is just getting to be too much. The business is so disorganized and after my masseuse quit I have no reason to continue there. I will be taking my business somewhere else.
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July 2023 by Kimberly D
I cancelled my membership with Meredith Neal via Docusign. While on the phone with her, she explained that as long as I used or scheduled services by July 13th, I could use my 3 prepaid services. I told her I would be booking for my birthday on 7/18 and she said there was no problem, if points are applied ahead. I booked two appts on June 12th for my July 18. I received email and verbal confirmation, nothing about not being able to use my points.As of today 7/10, I speak with Nadia who says she’s the Assistant Manager, and was told on 7-18 I would have to pay full price and forfeit the over $200 services I paid for unless I was lucky to get a service before 7/13. She was extremely condescending and rude and provided no assistance. She said “sorry, you were misinformed” and gave me the number to her manager Savannah to text. I asked if she could apply my services on a gift card and she immediately said no. I purposely saved my paid credits for my birthday bc. i was told there would be no issue. $200 down the drain!
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July 2023 by Nelly R
I had to stop the massage, it was terrible. I went out and tried to explain to the girls the reason for my condition, but both of them didn’t even pay attention to me, they didn’t care. Salon with non-professional masseurs, not friendly and indifferent workers and the worst massage in my life
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May 2023 by Madison Smith
DO NOT GET MEMBERSHIP HERE! This business is a disaster! Staff is poorly trained and the customer service is a nightmare. They never answer calls / voicemails which makes it impossible to make an appointment. They will also change your service provider without your approval. The staff / providers also never provide the same service and the routine of the facial changes each time. No uniformity or quality in the service- constantly pressured into trying to add additions to a regular service. The length of the service is never the full 50 minutes. With up charges in the service cost, I’ve been paying more to get less over the years. Also received multiple calls from the same representative and she had no recollection of calling previously about the same issue.
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May 2023 by Sheila Proctor
Followup Rating to 4 stars: The new manager Savannah Cates contacted me, investigated the billing and other communications, corrected the problem, and was an all-round professional. If there were more business Managers like this to solve problems instead of making excuses there would never be bad reveiws. Kept my business due to her professional handling of the situation.Initial Review 1 star: Buyer Beware! Member for eight mos. Charged eight mos. Only received six services and now charged over $100 for a service that should have been part of monthly package. Spoke to multiple people. They won't give out manager names and no one says they have the 'authority' to make my account right. Awful.
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May 2023 by Melanie Cantey
I had a awesome experience at Hand & Stone. The staff was very friendly and welcoming. The esthetician did a great job with my facial and recommending products that would work for my skin.
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May 2023 by Grace Morgan Boozer
My recent experience at Hand and Stone was phenomenal! I was able to enjoy a combination facial and massage thanks to my wonderful husband, and was completely content and relaxed by the end of it. What a great self-care day!
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March 2023 by Renee Watts Kubinsky
Had to reschedule our couples massage and it took a bit to get in with the prenatal massage provider, but once we had the massage, it was worth the wait. Very clean, relaxing environment, and both our massage therapists were excellent.
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February 2023 by Jill Kay
An effervescent spring of troubling experiences at this location that, at this point, is really my fault for giving them another chance. I have been to probably a dozen spa locations over the years, with many many massages. This is the worst location for several years running. To be fair, I should give myself one star for choosing it.Inflexible and discourteous bureaucracy greets you at the door. Which is hard to do at a small business selling you on relaxation. Yet, they pull it off without remorse. They will have no shame putting you to work on yet one more newly updated liability form while your paid massage time dwindles away.The main event usually winds up as a slightly shortened massage anywhere from (3-5 min) from plastic-gloved hands. The sound and smell of crinkling nitrile gloves on your skin is a unique thrill They've stopped giving you flavored water at the end (supply chain, I assume). Prices have skyrocketed and pressure for a large tip at the end remains.The maddening problems are always glossed over with the apparently trained-in statement that each independent franchise has different rules. So it's a new and frustrating surprise every time. There's a reason every other massage place is fully booked weeks in advance, but not this one - hmm, one wonders why. I'd get more relaxation from joining a protest in uptown Charlotte than going to this relaxation spa.SearchProjectsMeCollectionsMore
