-
September 2025 by Rachel McDonald
I have tried repeatedly to call into the front desk to make an appointment but the phone would ring 2-3 times then hang up. When we tried later it then said dial 7 to continue, then tried again later and got dial 9 to continue.
Tried booking appointment online but was having issues. Tried doing password reset but no reset email came through. So I drove to the location on a Friday night to try and reserve the open slot they had for following day. Arrived at 6:24pm when their door sign says closes at 8pm. Lack of customer service is astonishing for the front desk. The actual massage therapists though are absolutely amazing though.
-
May 2025 by Allison Compton
Difficult to cancel membership and not worth the prices anymore it’s just too expensive for a basic massage. Good value turned scammy. I am literally having to pay 90$ to cancel is crazy.
-
May 2025 by Kelly Ivy
This was my first massage ever. I was nervous at first not knowing what to expect. The reception area was very relaxing and put me at ease. The receptionists were extremely polite and friendly; helped me thru the necessary registration process as well since I had not brought my glasses and couldn't read the screen. The massage person did a wonderful job in easing the tension and stiffness of my shoulders and gave a wonderfully unexpected although short foot massage at the end. I would recommend giving the gift of massage to yourself at Hand and Stone.
-
April 2025 by jasmine moran
I came here a couple weeks ago and I had the best experience ever! Kai (receptionist) had the best attitude ever and I just absolutely loved the service here and I would recommend coming here! I just felt so welcomed and appreciated here! Special thanks to Kai for helping me out throughout my first time here, the process was simple and easy.
-
March 2025 by Andrea Lofaso
The option to have spa services as a “subscription” is really convenient. And it sort of “forces” a person to take time out for themselves, which really helps with overall health. I always feel rejuvenated after a massage or facial, and to be completely honest, I love the compliments on my skin too. Definitely recommend.
-
March 2025 by Jagroop Mahal
“Terrible customer service at the Kent, WA location. They never notify you properly and always come up with excuses when canceling appointments. If their staff is sick, they don’t inform you, but if you need to cancel, they refuse to listen to your side. Their membership is a scam—avoid it at all costs! They’ll try to rip you off, and the front desk staff is extremely rude and unhelpful. They have no idea how to handle customer service. Save yourself the headache and go elsewhere!”
-
March 2025 by Jaxon Smith
This place is completely a scam. It popped up on my Facebook for a $69.95 special For a new clients for either a facial or a massage so I entered my information and they text me immediately over and over to book an appointment. I went up and bought a gift card to cover this massage plus a $10 charge for a mini stone. So I got it for my daughter for her birthday. She was there today and they up charged her to a $89.95 massage and $10 for stone plus a tip -
I called immediately after I picked her up and they Told me that I bought a $89.95 Gift card
Even though I have over text messages, I was quoted 6995 Plus $10 for mini stones plus $10 for a tip which would put me at 89.95
She said there’s nothing they can do and I could email a manager. She refused to give me a phone number to contact this person. Just an email.
Krystal sold me the gift card, Khloe I spoke with over the phone booked it and told me $10 would be left on the gift card I could add scents for $10 or mini stone session for $10 - so I chose mini stone
Bre is the so called manager that said oh well pretty much and we got a $89.95 rate too bad so sad
She kept saying I bought a gift card for the $90 and that’s the price They are charging me
Which is absolutely ridiculous if I bought $100 gift card at a store and they had an item for $75 they wouldn’t take the whole hundred dollars
But these gals act like they didn’t even graduate high school school. It’s a gift card and I can get any service with that gift card. Waiting for a manager to email me back or call me as I did leave my phone number because I’m not gonna email with somebody back-and-forth. What a terrible business and what a terrible upsell.
Here is our messages below
-
February 2025 by Belinda Hodge
Ever since they’ve changed locations, the service is really bad. No one ever answers the phone. In fact if you call the phone number , it still has November’s message about Christmas specials. They don’t send out text, reminding you about your service. in the last year, I’ve only been able to get them on the phone one time to schedule an appointment. I go to Hand and Stone in Huntsville, Alabama and they are awesome there. I do believe this is a local issue. Not the safest location either. My car was broken into a few years ago, it’s right by the health department.
-
January 2025 by Elizabeth C
Staff is very friendly and professional. I had a great massage.
-
December 2024 by Danielle Mullin
THIS PLACE IS A SCAM!! LISTEN TO PAST REVIEWS!! I have been a member for just over a year and should have cancelled LONG ago, but kept giving more chances. I have reached out directly to management with the email below and am awaiting for a response and resolution.
Hand & Stone Management,
My name is Dani, and I visited your Kent location this morning for my appointment but instead left with a deeply disappointing experience and cancelling my membership. My 9:15 AM appointment was canceled via voicemail at 8:51 AM—just 24 minutes prior to the scheduled time. I completed the necessary cancellation forms and left them with the receptionist, who assured me that a member of management would follow up. Unfortunately, given my experiences with your company, I have little faith in this assurance.
I am formally requesting a full refund for my three (3) remaining credits at Hand & Stone. Over the past few months, my last three appointments have been canceled by your staff with less than an hour’s notice. My last successful appointment was on October 9, and every attempt to book a service since has been thwarted by last-minute cancellations.
The previous offers to “make it right” with a complimentary upgrade (hot stone or aromatherapy) are no longer acceptable. These gestures hold no value when appointments are consistently canceled. The only way to rectify this situation is by refunding the remaining credits and acknowledging the poor service I’ve received.
This is a spa—a place meant to provide relaxation and comfort. Instead, my experience with your company has been nothing but stressful, frustrating, and completely and utterly disappointing. There are numerous other spas in the area that uphold the standard of service customers expect and deserve.
-
November 2024 by kim veilleux
Hand and Stone Massage in Kent is in a new location on East Hill within an outside shopping mall. The location is convenient to many inroads. The studio itself is adequate and clean but not lavish. The two different massage therapists I had were skilled, with one being talkative and the other quiet, which I prefer. The cost is competitive and the gift card price is good. Their written health questionnaire is thorough but would recommend the therapist reads it prior to treatment so the client's particulars are known before the session.
-
October 2024 by Artemeda
Choose another location. Poorly trained staff not willing to make up for their scheduling mistakes.
Made an appointment over the phone two weeks in advance for a massage for two at the same time. This was a bday gift massage and we planned our afternoon around this time slot. I made sure to confirm at the end of the call that they scheduled two appointments for two people in the same time slot with two different providers. Two days before the appointment I got a TEXT message from a number not showing as Hand and Stone, telling me they could not see one of us at the time we booked. No phone call. Just a text telling me to reschedule. They did not make a note that this appointment was at the same time as the other.
I declined to change the time slot. They acknowledged the error on their part -new staff in training. They scheduled one of the 60 min appointments into the 90 minute slot. That was the reason they wanted to move one of our appointments. I called and spoke with the manager and agreed that I would take the 90 minute slot, PAY for 90 min but get a 60 minute massage so we could get in and out at the same time.
There was a lot of back and forth about why I would not be allowed to end the massage session earlier, at 60 min, and not stay the full 90 even though I booked the slot and was willing to pay for it. We agreed that we would keep our appointments and I would leave early.
I hung up the phone without saying goodbye.
Got an appointment confirmation text.
The next day they sent an email telling me they cancelled my appointment and that I was not welcome at their spa. The email said they RESPECT my time - what irony! They sent a text to my son( at my number) telling him they cancelled his appointment and to please reschedule 🤯. They ruined our bday plans. They sent cancellation messages by email and text on such short notice! I actually saw the email the afternoon of the appointment. The only time we spoke was when I called. No apology. No empathy.
They made me feel like I was an unreasonable crazy person.
All this was over $40 dollars. The correct and easy thing to do was to admit they made a scheduling mistake and ask me to reschedule or take a longer session When I declined, they should have just taken the loss of the $40 difference between the 90 min and the 60 min and paid their massage therapist for his time, kept two happy customers and gotten a good review.
We have one gift card for this place but will never come back. Their new location is also in a crappy parking lot between Saar’s market and Joanne’s fabric.
Enjoy a better experience at a better location with more competent staff. Don’t book here .
-
August 2024 by Naomi
There was a lot of things that personally frustrated me with this company, but the worse of it was that I could not cancel my membership despite constantly traveling and moving states. I've had to reach out multiple times just to talk to a manager because they are the only ones that can cancel a membership? It would always be a different manager too and will say anything to prevent you from cancelling. Their rewards system is a scam and you're always having to pay additional fees for your monthly membership.
-
May 2024 by Carolyn Edwards
Wonderful, relaxing experience that I recommend everyone try. Pamper yourself!
-
April 2024 by Shawn Moody
Very warm and inviting atmosphere. I had a very nice facial and relaxing hot stone massage
