Hand & Stone Massage and Facial Spa

Not sure I can even give this place 1 star. I went on a gift certificate, given to me by my husband. After a terrible prenatal massage, that was literally cut 12 minutes short by the masseuse, I couldn’t figure out why she missed by lower back completely. It was inconsistent and disappointing. When I called to speak to the manager (after emailing their main corporate office) I was told for $ 49, I can come back and get another massage! What a joke!!! Wouldn’t go back if you paid me. And the worst part was that my gift certificate was a Mother’s Day present. And all it really was, was a huge waste of time.

I have been a regular customer for facials for more than a year. Most of the Aestheticians are good. But It can happen that by the time you get used to one, on your next visit, the aesthetician has left as the turnover can be a problem. The premises and overall facilities are very good. Presently I go to Caroline and can’t be happier.

The facial & massage techs are so nice and provide a great service but the management/​front desk staff not so much. I was called one day about 2 hrs before my appt having to reschedule since they were overbooked/​short staffed, I brought their 24 hr cancellation policy or be billed in their face for a free massage/​facial for my inconvenience and got nowhere so I demanded a mgr and all they gave me was a free «foot treatment»…gee thanks… for my membership i’m not really treated like a special member at all. Their corporate office needs to look into this location bigtime.

When I first had a massage here the staff was very professional of course that was when they first opened a few years ago. I tried to make an appointment for a facial was put on on hold every time I called. When I went there again I felt the staff were pushing their products on me .the so called professional was also doing that. She just assumed I would be buying all the products she suggested.

I went into the Hand and Stone store on Black Friday for their Buy 1 get 1 free special. When I spoke to one lady she said that the free massage you receive would be the same massage as what you bought or one of lesser value. They also told me that both of my parents have a membership which means if they came in I could get the membership price.
That was complete Bullshit because I even double checked the information by later that night to confirm the offer along with the fact that both of my parents have a membership. They said yes that all the information I was told was correct but when my mom went in to buy the 3 massages (meaning we’d get the 3 free massages of the exact ones we bought) they told her that everything was correct but when she went to pay with check. The girl told her that they no longer except checks even though there was no sign stating these facts so my mom left, went to the bank, and came back only to be told that she does not have a membership and neither does my dad. Also, not only do they not have a membership but their so called Buy 1 get 1 Free means Buy 1 massage or any kind and get a 50min. Swiss massage or facial for free for the same person.
After hours of back and forth my mom stupidly got the massages for original price plus 3 facials for free which we did not ask for.
Only after all of this THEY DIDN’T GIVE HER A RECEIPT!
This place is awful! I will definitely never be going back and they better give me my money back after all of this because I don’t want anything to do this place.

I wish I head read these reviews before going to this place. My experience was much like what others have described here. I was charged for a 90 minute massage but received a 70 minute massage and the massage therapist talked to me at different parts of the massage telling me stressful stories about her childhood, not something I want to hear about while trying to relax. After the massage the receptionist Siera tried multiple times to sell me a membership that I politely declined but she kept pushing it. The whole experience was pretty frustrating and I do not recommend anyone going here.

Very unhappy with my experience. I made an appointment for massages for me and my fiancé for the same time. 15 minutes before our appointment as we’re arriving they call us to cancel both of our appointments because one of the therapist got sick. I tried to ask why both of our appointments were canceled if only one of the therapist went home. The receptionists was so confused she thought we had made 3 appointments. Nothing she said made sense. Will never try to go here again. they should have offered to reschedule or give a discount, but no nothing just «canceled». In the words of my fiancé: f this place hard

I was excited to try hand and stone for the first time. When I arrived — my appointment had been booked for the wrong day. There was some question about wether I had given them the right date (i.e. it was my fault) when I called to schedule 3 days earlier, but I was scheduling for a massage on my birthday, so I know I told them the right date. They were able to squeeze me in for an hour later but the experience wasn’t terribly accommodating and I felt as though the staff thought I was in the wrong. The spa itself was clean and calm. My masseuse was pleasant enough and the massage was okay. There were times where I felt like the masseuse was bored/​distracted and I was in and out within 50 minutes — so I feel like I got jipped a bit on the 60 minutes massage. Even with the 10 minutes they build in for «consultation and dressing» I’m pretty sure I was only on the table for 35 – 40. Maybe because I had the introductory rate? Not sure. Kind of bummed because I live close by and have been in search for a new massage therapist/​spa for the past year with no luck. Overall, I’ve had better massages and better customer experiences — bottom line — don’t bother, go somewhere else.

I paid for a deep tissue massage and was very disappointed. It did not feel like a deep tissue massage whatsoever and I was not happy. I was also charged 90 dollars for a 50 minute massage when I was only expecting to pay 50 dollars, which is advertised online. No where in the store does it list prices, so it came as a shock to me when my treatment was 90 dollars. My card was declined, and the staff was very rude about it. No apologies, they made me feel very embarrassed. I could not pay with a check which was ridiculous, you have to be a member to do that. I felt as if I was ripped off and I will never return again. Do not go here, there are plenty of better spas in the area.

Incredibly rude. Very unprofessional. Charged my credit card for a cancellation because a snow storm hit and we did not give them 24hrs notice even though we booked the massage for the same say we scheduled.
Dana, the Mgr, provided the worst customer service I have ever seen.
Stay away from this place!

As with many locations, regarding this business, and now Exton, they see no need to respond in a timely fashion to the Better Business Bureau. This is why they have so many F ratings. Can’t believe a business/​franchise would except such poor execution, decision making, and non trained management in customer service. They also need to understand the contract terms they try and appear educated on.