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March 2024 by Taylor Melchior
A massage and a facial are so underrated- especially here!! Treat yourself. If you’re getting a facial, ask for Sadie- she’s the BEST. Highly recommend!!
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March 2024 by Gianna DeHart
When I started I would have given them 5 starts, but in recent months it's been nothing but difficulties. The other local H&S are much better.
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March 2024 by Jay Dunn
I was shorted 11 minutes. I understand I had a promotional service. But, the service was for 1 hour. I received 49 minutes. I will not return.
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March 2024 by Anne Eunson
I was so disappointed to get a call a couple weeks ago that my appointment was being canceled because John was no longer there. John has been my massage therapist for many years and is so skilled keeping my back healthy. I recommend him often and have referred many of my friends. The person who called was pleasant. She seemed to have a script and didn't an offer to find a time with someone else. She said all my future appointments were canceled. Recently I found out through friends online that John is now at the Hand and Stone in Broomall! While I'm disappointed in the way the Glen Mills location canceled me, I am so happy to now see John in Broomall - just 15 minutes up the road.
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March 2024 by April Geraci
John is my go to guy for many years! Thrilled he is now at Broomall H & S because I was crushed to learn he wasn't at Glen Mills anymore. He is the best!
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February 2024 by April
John is my go to guy for many years! Thrilled he is now at Broomall H & S because I was crushed to learn he wasn't at Glen Mills anymore. He is the best!
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February 2024 by Kathleen Pysher
Sadie does my facials and she is excellent
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January 2024 by Stacie Hendrixson
Impossible to get an appointment. Waste of money!
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November 2023 by jan achenbach
We bought a holiday bogo special for a couples massage and were told it could be used at any location. Unfortunately appointments are very limited at all locations. We tried to schedule at any location from DE to PA to NJ. A year after making our purchase, we finally got our "couples" massage. I was in one room. My spouse was in another room. They explained they do not have space to accommodate couples in the same room, nor are they able to guarantee 2 masseuse's availability.My spouse enjoyed his massage. He found the masseuse attentive to his requests. My masseuse was nice.It's a chain and they seem to have the same problem with staff availability and retention as any other business.
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November 2023 by Rochelle Gardner
Staff was friendly and helpful. Megan, the esthetician, gave my sister and me the BEST facials we have ever had. Can’t wait to go back!
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October 2023 by Gary Subers
The biggest problem with Hand and Stone is its hard to get an appointment. They are always booked to far out.
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October 2023 by Dee mcm
Spoke w maria....shocked. not at all helpful. Wanted to change appt several times....refused booking without credit card!!! CRAZY....I been there before....but never again!!!
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August 2023 by Donna A
Horrible experience! If I could give no stars I would. A friend of mine and I went to the Hand and Stone in Glen Mills. Our appointment was for 12:00. We were there at 11:56 to get waited on. A gentleman was in front of us scheduling his next massage appointment and there was a girl behind the counter on the phone with a customer. After standing there for 10 minutes to get waited on Caterina checked us in. By the time I got waited on and taken to the room for my massage 15 minutes had passed by. The tech who's name was Dawn did a nice massage except for she started the massage at 12:15 and ended it at 12:52. A 37 minute massage is unacceptable when you are suppose to get a 50 minute massage for what you are charged for. When I mentioned this situation to Caterina, who said she was the manager, she replied she would talk to Dawn about the issue. I was so angry with her response, I called later to talk to Kate concerning the issue. She is the District Manager. She was absolutely no help at all and said there was nothing she could do about it. Unbelievable!!! She also told me that if the therapist wants to schedule their clients back to back and work through their lunches and breaks that was fine with her. This is a Labor Issue, because everyone is suppose to take breaks and lunches if they are working a 8 hour shift. This is a terrible situation all the way around and no one should go to this establishment. Hand and Stone should treat their clients with respect and want to keep their clients coming with good customer relations. There is no good customer relations at this establishment and I will not be back. They also charge you a $10.00 transfer if someone gives you the massage as a present. Totally rediculous!!! My advice to someone looking for a massage place is to look elsewhere. Horrible customer relations!!!
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July 2023 by Dawn Ferry
Definitely not a fan. I had a memebership for massage and could not get appts that were at all convenient for my schedule. After 6 months of fighting for appts I cancelled my membership. But I had one more scheduled massage that I had already paid for. Then 4 days before my appt they cancelled saying the massage therapist left and they could not reschedule at my orignal time slot. I asked for a refund. They said they would escalate. I contacted 2 days later and they said they would refund. I called a week later still no refund on my credit card. I called and they said it was refunded in April. I had no refund on my credit card. Of course manager Katarina was not available and the associate said sorry we refunded on our end nothing else we can do. Seriously!!!!
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July 2023 by Narinder Bhalla
I had an appointment scheduled for 10am today. I received a text at 9:13 am today and is as follows (verbatim):Good morning Nani, this is Hand & Stone in Glen Mills. Unfortunately the therapist you're scheduled with has just called out due to not feeling well. At this time, I do not have a substitute for her, so we will need to cancel your appointment. We will put you on a waitlist for today and contact you if anything opens up.I completely understand if someone calls in sick. Perfectly acceptable. However, nowhere in the text is there an apology for my inconvenience (and, by the way, I would be responsible for fees potentially for a late cancellation). Further, the text is thoroughly presumptive, assuming that I will be available for a waitlist availability. This shows zero recognition of my schedule. I am completely amazed at the lack of understanding and respect for the customer. I then spoke to a front desk person named Olivia, who also failed to recognize this aspect. Her response was simply that they cannot control if someone calls in ill. I agree and stated that at the beginning of the conversation. I completely understand. It is how the communication was done, which is the issue here. She was sorry that "I felt this way." Hang on, do you (Olivia) see no issue with not appreciating and acknowledging the customer's inconvenience?? She obviously didn't. I did ask to speak to the manager who apparently wrote the text. Of course the manager was not available. I am not surprised, I did not expect her to be - I was on hold for some time while Olivia went to get the manager. Only to return and inform me the manager was not available (busy with a member client apparently). I have asked for a call back. Let's see ...Very disappointing experience. This was my first booking at this place. It will likely be the last unless I hear from the manager and we can have a good conversation. I hope they did record my call. Maybe someone will listen to it and derive some pearls to improve management skills and customer service.I have spoken to the manager, just a few minutes ago. By the end of the conversation, Katarina (sp?) understood the concern has to do with communication context and style and not with the cancellation. I thanked her for the call back. Given the overall experience, I will likely not be using this entity. I hope that the feedback from my experience helps customers in the future.
