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October 2025 by Taylor Reed
Updated 10.24.25
I’ve never written a review like this before, but my experience with this Hand & Stone location deserves to be shared in full so others can make an informed choice.
I originally joined their membership under the assumption that I could schedule services at whichever location was most convenient for me, and that appointments would be honored by trained, qualified professionals. Unfortunately, neither of those expectations were met — and the way management handled it afterward was deeply disappointing.
During one of my visits, I was unknowingly scheduled with someone not qualified to perform the service I booked. I only found this out later, when my next appointment had to be canceled because there was “no qualified provider available.” In other words, they admitted they didn’t have anyone properly trained to perform the very service they had already provided me before.
When I arrived for that appointment, I was met by the assistant manager, who offered no real apology or accountability — only excuses. Instead of acknowledging the inconvenience and the safety issue, she defended the situation by saying they “don’t always know in advance” if someone will be qualified. That kind of response is unacceptable in a business that deals directly with people’s health and wellbeing. It also makes you wonder how they handle clients who are pregnant, undergoing cancer treatment, or have injuries that could easily be made worse by improper technique. If they don’t even read intake forms carefully or ensure proper staffing, how can anyone feel safe trusting them?
When I reached out afterward to request a refund for my unused $79.95 membership credit — which was charged despite their admitted fault — the manager responded that not charging me a cancellation fee was a “courtesy.” Let’s be clear: waiving a cancellation fee for a service that they themselves made impossible to receive is not a courtesy. It’s basic accountability.
She then refused to refund the $79.95, calling it a “membership due,” even though it was never applied to a service and the cancellation was entirely due to their operational failure. I was told I could use it later, transfer it for $10, or let it expire — none of which felt fair, considering the circumstances.
The entire experience has shown me a pattern of poor communication, lack of oversight, and unwillingness to take responsibility. From the assistant manager’s dismissive attitude to the manager’s failure to make things right financially, it’s clear that this location prioritizes protecting its bottom line over customer care or integrity.
In short, I was charged for a membership I can’t use, given a service by someone unqualified, and treated as though their mistakes were favors to me. I cannot in good conscience recommend this location — or any business that operates this way — to anyone who values safety, professionalism, or honesty.
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October 2025 by Alfreda Robinson
The first visit was okay, although I didn't get the full hour of my massage, the massage therapy should have lasted for an hour, however the therapist was okay. The massage therapist focused more on my back then anywhere else, I had to ask if you will be moving to other parts and right need the end my legs and feet were done. The membership is not on a contract, however when you try to cancel they give you the run away. The manager is the worst, she doesn't follow up with your request to cancel and will not return your calls. The front desk staff can open the membership, but cannot cancel the membership. I noticed that there are a large number of negative reviews and I have learned from this. I will say to anyone check out the reviews first before you become a member at Hand & Stone spa at the Midlothian Turnpike next to Wegmans. This is the worst management.
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September 2025 by Dr. Ken King
This was my first visit to this Hand and Stone location, though I’m a regular at the Chesterfield and Chester facilities, where I have a go-to therapist at each. That setup allows me to book confidently, knowing I’ll get the time and therapist that suit me locally.
On September 23, 2025, I decided to try this center for the first time. I booked a 1-hour Deep Tissue massage online the night before and later called to extend it to 90 minutes. They confirmed and let me know my therapist would be Alexis. I arrived 15 minutes early and was warmly welcomed by the front desk staff. On time, Alexis greeted me with a kind and professional demeanor, escorted me to the room, and reviewed the usual pre-session details.
The session began face down, and for the first 10 minutes, the pressure was very light—more like gentle rubbing and soft pushing. For the first time in many massages, I felt the need to speak up. I politely asked for more pressure, noting I would let her know if it became too much. Alexis increased the pressure slightly, but it never consistently reached the Deep Tissue range. There were a few brief moments that approached it, but these were rare. Some of the rubbing and light pushing felt too gentle to be considered a standard massage unless addressing a specific injury.
Where Alexis truly excelled was on my arms and feet—hands down the best work I’ve ever had in those areas. That part stood out as the highlight of the session.
Overall, it seemed Alexis may have recently finished a prior session before me and perhaps didn’t have the energy for a full 90 minutes of Deep Tissue. I considered asking the front desk to adjust the pricing, but decided to let it go this time.
I do plan to return to this facility, though I’ll try a different therapist. Next time, I’ll make a point during the pre-session chat to emphasize that I booked a Deep Tissue massage and that they shouldn’t worry—I’ll guide them if the pressure exceeds my comfort threshold.
v/r,
Dr. Ken King
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September 2025 by lisa
Leslie, was very nice and took the time to understand my pain areas. I can tell she really cares.
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September 2025 by Michelle Vitrano
What a rip off . You pay for 60 mins , you are suppose to get 50 mins and only get only 40 mins!!! The girl I had seemed aggravated and just took her knuckles and rubbed them up and down , it was not relaxing at all. I would not recommend this place!
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August 2025 by Cara Blume
I was incredibly impressed! I was in dire need of a massage and was in from out of town. They were able to squeeze me in and perhaps I got lucky with an extraordinary massage therapist. The front desk employees were so kind and informative and not pressuring at all. Before you know it I got myself a membership that I did not feel pressured into or even committed to having to keep if I do not want to. The service was so good that I ended up booking a facial for an hour later. That was equally as good. I have paid far more for services that were far less. This place was professional, clean, high-quality products and I left feeling like 1 million bucks. I would definitely recommend this place. All around I had a fabulous experience and a fabulous Saturday. Thank you :-)
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August 2025 by Todd Heath
Relaxing 😌
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July 2025 by M T
Emerald at the front desk was rude. Wasn’t helpful. Snarky. No customer service at all. Please find new front desk associates who are friendly.
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September 2024 by E. S.
I gifted my SO a massage at Hand and Stone at this location because everyone kept saying that Victoria is the BEST! I guess they were right! Excellent service at a clean and quiet location at a fair price. We will be back soon!
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September 2024 by Lola Love
Read the reviews before purchasing anything from this location or establishment.
Negative reviews says it all!!
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September 2024 by Jennifer Harrell
ZERO STARS
Customer service is extremely poor and inadequate! Before purchasing a couples massage, I asked if my partner was not available if I could schedule my appt without him bc we have completely different schedules and they said yes. Which is why I purchased the package at that time. I was in a lot of pain and decided to finally schedule my appt but they were very rude and would not schedule as requested; without my partner bc he was on a work trip at that time. At this point, I was fed up with all their lies/excuses and I told them if they were not able to accommodate then I need my money back. I was never able to schedule my appt and never received my money back after requesting a refund. They had agreed to refund my money but after waiting for the check that never came, I called back to get an update but they dragged this on for months and months coming up with whatever excuse not to send me my refund. I asked for the owner to call which never did. Now it's been 2 years and I have not received my refund. Be careful, they are money hungry and will say anything for you to pay. I'll find my original post and keep you all updated.
I ended up signing up for a membership at Massage Envy and had much better experience with them.
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September 2024 by Petra McFadden
Not happy with my facial at this location. They advertise 1 hour facial’s but I was just given a 35 minute facial. I was called back at 6:15 and finished and checking out at 7:00. This is false advertising and I will be canceling my membership and going elsewhere
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September 2024 by Nikisa Edwards
I had a disappointing experience at this location, primarily due to the poor customer service. Unfortunately, Aylissa was unhelpful and came across as rude, unable to resolve any of the issues I encountered. It's unclear why she holds this position. To make matters worse, the manager, Kathleen, was unavailable, adding to the frustration. The staff seemed unfamiliar with their systems, which only compounded the stress of what should have been a relaxing visit. Based on this experience, I won't be returning or recommending this place to others.
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August 2024 by Jolene Windle
My massage with Caira was great! She really focused on the areas I asked for, and it was overall very relaxing!
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August 2024 by Silke Brawley
Been going to this place for years. Solomon is the only one who I would get a massage from. If he leaves, I would as well!
