Hand and Stone

Feb 05, 2025

They did a good job. I think Carlos was my masseuse. I think the membership program sounds like a waste of time and having the company trying to up sell me on that was lame. However, everyone that works there gets 5 stars.

Jan 29, 2025

They cancelled my scheduled appointment on the one day I had off this week right before my appointment, I had already driven over there. Then, I missed my rescheduled appointment because I was sick and they charged my card because I missed it. And my appointment should have been free anyways since I HAD a membership. I feel like it was retaliation because I cancelled my membership due to my appointments being continually cancelled. The front desk worker that I spoke with about it was so rude, and had she not been rude I probably would have let it go in the first place. Now, I have emailed the manager as they requested below with no response. They called me during my work day, and when I called back they were rude again so I hung up. ALSO, one of the employees told me that their sewage line backed up and that they were rubbing poop water all over the customers because we had to walk barefoot through it to get to the massage table.

Jan 29, 2025

very hard to cancel membership. stay away!

Jan 22, 2025

My partner and I bought my parents gift cards for this place and they are both so dissatisfied with the service, both facial and massage. I’ve never heard them say how unhappy they were from the services. Will never buy gift cards again

Jan 15, 2025

Gianna is absolutely amazing! She gives the best deep tissue massage I’ve ever had. She is the reason I keep coming back. I definitely recommend Gianna for any type of massage! She also has the best personality and makes me feel so comfortable! 10/10 recommend Gianna at town center Hand and Stone!

Jan 15, 2025

Incredibly predatory business tactics used as this location, says they'll "give" you services for something they mess up on, and never once mention price or upcharging until it's all time to check out. Charged for services I didn't receive, also. Only reason I'm giving this 2 stars is because my person did a good job.

Jan 08, 2025

I had an amazing effective and relaxing facial by Camille yesterday for my birthday . She was so professional, kind , and very thorough! She took her time and made my skin looked so much better ! Definitely recommen Camille :)!

Jan 08, 2025

My best experience at a Hand & Stone so far. I canceled my membership with Hand & Stone Jax Beach and decided to give the St. Johns Town Center location a try: I couldn't be happier with the service. I booked a 2-hour massage followed by a 1-hour facial. Front Desk: Abigail checked me in and was extremely welcoming, kind, and professional. I was also greeted by the Manager, Gina, who was also extremely welcoming and professional. Massage: Kiara was amazing! I work a sedentary job and also do a lot of CrossFit. Kiara took her time and ensured she hit all my problem areas. I left feeling fresh with far less tension and much better mobility. 100% recommend!!! Facial: Monica was equally amazing! She's extremely kind, gentle, and knows her stuff. She creates a calming environment that helped me relax. The facial itself was refreshing and really helped rehydrate my skin. 100% recommend!!! Overall, I was extremely pleased and decided to renew my membership. I strongly recommend giving the St. Johns Town Center location a try. The team there is awesome!

Jan 05, 2025

Do Not Book with Cat Unfortunately my experience was NOT good... I was assigned to a person named Cat, she is not skilled and lacked experience.. Her hands are very rough and they were also cold. I told her the room was very cold and her hands were cold and she said her hands would warm up and there was nothing she could do about the room temperature. (Sorry but you don't warm your hands up on the client's body and eat into my time!) So I had a cold massage. Additionally, she used very little oil, which made her hands feel like sandpaper and friction on my skin. I spoke to the person at the front desk, who offered an apology and said she would share it with management.. I heard other massage therapist are good there... so if you choose to patronize them don't book with Cat. It very disappointing when establishments dont vet their employees and make sure they are skilled, so that customer's don't waste time and money with on the job training

Jan 05, 2025

Jan Carlo is the absolute best - love getting my deep tissue massage ! I am a very athletic active person for my job- so keeping my body in working condition by doing maintenance on your body is soo important! Oh my absolute favorite add on is a peppermint scalp massage omggg its the best unwind and relax with the best at Hand and Stone massage at the st johns town center go see Jan Carlo today! Thank you to the whole staff at hand and stone as well every time I come in they are soo helpful and kind such a great team! Getting the membership was the best gift I could do for myself- such a great investment!

Dec 05, 2024

Great full body massage this evening. Very nice and clean.

Dec 05, 2024

Juliana Is so knowledgeable about what she does! You can tell she truly cares and just such a passion!!!

Dec 05, 2024

Masseuse was 15 minutes late and did not follow requests to focus on specific areas. When requesting additional time as the front desk had promised due to their tardiness, masseuse ignored my comments and still ended the massage early.

Dec 05, 2024

My esthetician just recently moved to this location from another & I couldn’t be happier! Monica is such a wonderful talented esthetician and really enjoys what she does. She constantly educated herself on products and techniques. She dials in on my skin issues and tackles them with a monthly plan for me to keep up my skin until I see her next. I have been her client for over a year and she is truly one of the best! Thank you Monica and thank you Town center Hand and Stone for bringing her into your team, she will be an asset to your location and company. Background: I am a non-smoker, non-drinker 48 year who wants to remain naturally beautiful (skin wise) as long as possible. Monica helps with this tremendously! 🩷🩷🩷

Dec 05, 2024

So happy Monica is at this location! I followed her from a different location and highly recommended anyone book her for a facial. I always have an great time and she has helped me so much with my skin.

Dec 05, 2024

Today I had the best massage of my life! Gianna did an AMAZING job. She has magical hands. Thank you so much for the good company and amazing massage. I will be back to request her in the near future.

Nov 05, 2024

AMAZING!!! Customer service was incredible and I felt instant relief from my Masseure. I will be back

Nov 05, 2024

Facial today with Natalie was awesome!

Nov 05, 2024

I have been a member of H&S in Los Angeles for many years and I have never had a bad experience like this before. My girlfriend is very active and often gets knots on her shoulder or back. I have booked her massages all over Jax, but haven’t found a good place yet to get her a membership. Then I remembered that Jacksonville has H&S, so I booked her a one hour massage with them. I called to confirm the appointment and to select the best massage therapist based on her needs. The young lady I spoke to suggested David. She spoke highly of him and told me that he has even worked on her neck and has taken the knots out. I added additional add ons such as a deep tissue for the best experience. When the day arrived, my girlfriend went to get her massage, they told her David no longer works with them and they proceeded to continue the service with another massage therapist. This was not communicated with either one of us! Since my girlfriend was in pain, she continued with the massage and even tipped 20%. Then I called them to address my concern and told them about everything that happened. Even mentioned that the therapist was nice but he was not the right one for her concerns since she was still in pain. The “team lead” stated she will call the manager to see what they can do. After getting back on the phone, she stated that the manager suggested Acupuncture. And the only thing they could offer was a complimentary “add on” for the next massage. Needless to say, I will not be booking any massage with them. Today when I passed by target, I saw the promo “buy one get one free”. Which is another thing that was not offered to my girlfriend. I paid $100 for one massage, the least they could’ve done was to offer that promo for her when they messed up. Or take responsibility! Instead of suggesting different treatment such as acupuncture.

Nov 05, 2024

I have been coming here for many years my masseuse left and Jamie highly recommended Gianna I have used Gianna 2 times so far is she is by far the best I have ever had. at Hand. and Stone Customer service here is incredible..All the girls are always helpful ❤️

Nov 05, 2024

I love this location! Ms. Jamie at the desk and Ms. Jean my massage therapist are amazing! They always take care of me and are the reason I keep coming back! If you’re looking into doing something nice for yourself; visit this location and ask for both of these girls! I promise they will take care of you and you won’t be disappointed. You can thank me later ;)

Nov 05, 2024

This place has turned into a true con. They called me a few weeks ago because I still had massages on my account after having to cancel because I was laid off in July. I had to book a few weeks out because the person good at deep tissue was out of town. (My old person left the company, they tend to have alot of turnover)When on the call, i confirmed I'd be using a massage on my account. I show up, and they act like I don't have an account and I am paying today. I am just then told they have a 2-3month grace period after you cancel to use the leftover massages. First, this doesn't align with what I was confirmed under. Second, when I signed up, they always said the massages just stay on the account, and they are there for me to use. There was NEVER a need to use by date communicated. I feel like I've been scammed. I would not recommend them based off customer service alone. This place has really gone down hill.

Nov 05, 2024

Very unprofessional. Glad I canceled my membership!

Oct 05, 2024

I have been coming to this location and same massage therapist for years. I was told this week my therapist decided that we arent a good match. No explanation for it so this decision seems to be due to the fact i canceled my last appointment same day due to testing positive for COVID. (I was told canceling was ok because it was out of my control.) What I initially liked about Hand & Stone was that there was no contract (there is a subscription) and the staff was really friendly. But your experience will be determined by the therapist you choose because they aren't always the most experienced. As someone with chronic pain, finding a massage therapist that understands the pain and how to treat it is more important than the company itself. So finding out after years my therapist says we aren't a match is pretty upsetting, so i'm now terminating my membership. All in all, if you find a therapist you love, follow them where they go and hopefully they don't dump you for not wanting to give them the Rona. 🤣 Update: dropping down to 1 star because I was told my membership was canceled and have been charged twice since.

Oct 05, 2024

I have now asked three times, that someone from your location reach out to me. I haven’t heard back - here is a copy of the email I sent 9/9/24. I recently had an interesting visit at your Hand and Stone. This was my second time at this location and my last visit was extremely different from the first. My first time in, May 28th, I had told the Front Desk Associate about my Spa Finder gift cards. There seemed to be no problem. I was able to cover mine and my friend’s 50-minute massages and tips with the cards. Everything went smoothly. September first’s visit was a nightmare. My friend and I called and requested that we receive the “same service as last time” the response from the front desk: no problem, you’re booked for 2p on Sunday. Fast forward to Sunday, my friend and I came into the location a little early (about 1:30p). We checked-in and were told that we had each booked 100-minute massages. We were both very confused by this and I asked if that is what we had received last time, the Front Desk Associate replied with “yes” – so I didn’t make a fuss. I again, let the front desk know that I had Spa Finder gift cards and that I would be paying for mine and my friend’s massages and tips with the cards. Like my last visit, I asked the Front Desk Associate if she would like to have my gift cards so that I could check-out swiftly, she replied yes and I left her with, what I assumed would be enough to cover our massages and tips (four $50 cards and one $278 card). After my massage, I was expecting to sign something or maybe just a friendly goodbye – but I was hit with a Hand and Stone “policy”. I was told that I had to pay for FOUR individual 50-minute massages. Had Hand and Stone just booked a 50-minute massage for each of us, like we requested when making the appointment, this problem wouldn’t have spiraled. The bill per person was $279.90 before tips – this is a gross overcharge. I regularly get massages and have had several at Hand and Stone Jacksonville Beach and Panama City Beach where I have never paid more than $200 for a 90-minute massage. I also travel to a four-star resort in Orlando once a year and pay $180 for an 80-minute massage which includes: a steam room, a sauna, a relaxation room, snacks, drinks and valet. So, you can imagine my surprise when I am hit with such a high bill for a franchised chain massage. I understand that there is a difference between 80-, 90-, and 100-minute massages but for a difference of $100+? It doesn’t make sense and if this is a Hand and Stone policy, it should be clearly advertised and let me explain what I mean: if one goes to book a Hand and Stone Town Center appointment, online, they’re given Jacksonville Beach’s price list (see attached). This is deceptive and should be dealt with right away. A 90-minute massage at Hand and Stone Jacksonville Beach is $169.95. That means, your location is charging a difference of $109.95 for an additional 10 minutes. In the future, maybe your texts can include the verbiage of TWO massages booked versus “Confirm your 2:00 PM appt on Sep 01, 2024…”. I was expecting something comparable to the Hand and Stone locations I have visited in the past, but it seems there is some price gouging at this location. I believe that I am owed back the difference. I also believe your Front Desk Associate needs training. She made everything very confusing, and my friend and I had to keep asking questions for clarification. Also, she left the front desk unattended with cash just sitting out. The checkout process took over 20 minutes, this seems a bit excessive. I look forward to receiving a phone call from the manager or Center Director so that we can clear this matter up.

Oct 05, 2024

I received a gift card for Hand & Stone when I actually had a membership to another spa. None the less, I wasn’t going to waste the gift card and figured it would be just a one time use the card and back to my regular place. Long story short, everything was so amazing that I canceled at my spa and became a member at Hand & Stone on the spot lol! Jamie was amazing, patient, and provided awesome customer service and Gianna (massage) and Unity (facial) have become my new go-to’s!! I definitely recommend!

Oct 05, 2024

I resonate with Amy, I had a bad experience just yday with a front desk personnel. I have been coming to this location for last 1 year and in spite of price increase decided to continue bcos of the excellent therapists like Melany and many others. I have felt very relaxed after my 1 hour Swedish massage all other times except for yday, Sep 7 2024 when I decided to cancel my membership. My appointment was at 2 pm, I was walked in at 2.08 then this new therapist claiming to have 15 yrs of experience, started my so-called massage at 2:15. She just put lotion on my back, rubbed me a little and wiped it within 5 mins moved on to my legs. Then in less than 15 mins flipped me over. This is not massaging !! Even my cat gives me a good kneading :-) So I had to ask her to stop and speak with the manager and asked for a different person, she left me in the room and after 12 mins I walked out to see a group of staff and front desk personnel just chit chatting. I had to bring to their attention the issue and then the front desk personnel went on and on about how this will be a paid session as they need to pay the therapist. Excuse me ! Its not my problem. I am paying 80$ for a service which I am not getting ?? I kept my calm and repeatedly said that there was no service so I am not paying. And then she says "You can leave now" another way to say "Get Out". I am sorry I have self-respect and thats when I decided I will not step into your location again. I will miss Melany and other great therapists who provide excellent service and just bcos of the bad attitude of one front desk personnel, my experience is ruined. Of course, I am just a drop in the ocean for H&S, so losing me as a customer is no big deal, but I wanted to leave an honest review so that management can make things better, if you want! I have spoken to Jamie, the manager many a times and indeed she is a fabulous person. I am disappointed that you guys still charged me full 80$ for a service that was not even rendered properly.

Oct 05, 2024

They sell you with the idea you can “gift” to someone if you can’t use the service. There’s a fee to “transfer”! I tried to gift my daughter and they threatened to charge me a cancellation fee because I had booked under my name and needed to book with her name! Told me they wouldn’t do that. When I found out about the transfer fee I told them to forget it, no one would be coming in. The cancellation fee was 40$! I’ve cancelled my membership, and will do everything I can to make sure no one I know goes to this place.

Oct 05, 2024

This place is a rip off

Oct 05, 2024

This place was awesome….Zach was great he was so amazing left me so relaxed

Oct 05, 2024

UPDATE We called, emailed etc WITH ZERO REPLY. The issues are still resolved. The service was GOOD. The check in and check out was so stressful that it truly negated the excellent massage experience Check in - the people up front were more concerned with flirting with one another than being courteous to customers. As I was waiting to checkout the girl at the front was checking in others and asking highly personal questions and medical questions in front of me! Wildly inappropriate! We were DRASTICALLY overcharged. The website says 129 then add 40 for 30 more minutes. We had 100 minutes and were charged $280 EACH. The person checking us out was so confused and it took more than 20 minutes to check out, all to be overcharged!!!! I should also mention, there was a cash tip envelope sitting on the counter right in front of us – completely unaccounted for, and no one was paying attention to it. Thank goodness, we are good people, and handed it to the lady checking us Services that should have been 200 each were charged 289! Would love a manager to resolve this ASAP!

Oct 05, 2024

been going here for years. always a good experience. Zac and Danny are the best.

Sep 05, 2024

I was in so much pain when I went in for a massage yesterday and I walked out feeling like a different human! Zach listened to what was wrong and spent my time really working on helping me and finding the underlying issue. I am SO grateful!!!

Sep 05, 2024

I've been coming to this location on and off for a few years . Yesterday was the last straw . My therapist Jill was awesome , but she left . The therapist they recommended to me was mean (she didn't smile once or seem friendly ) . She rushed through my massage , didn't check to see if I was comfortable or turn the table warmer on . As I was telling her how I liked to be massaged she cut me off telling me to let her work. After that horrible experience the older woman at the front desk told me she will "GIVE" me a facial , so I accepted thinking it was a makeup for the horrible massage I paid for . WRONG , when I went up to the front desk to check out the older woman basically tried to up charge me .The manager wasn't a lot of help. The only reason she didn't charge me for the facial was because I called them out for not telling me up front they were only taking a dollar amount off disguising it as giving . You don't say you're giving a customer something then turn around and change it to a dollar amount off. A lot of shady business practices and games are being played at this location. My off day was ruined when I just wanted to relax . Don't except anything they "GIVE" because they will just try to upsell you instead of making up for their horrible services

Sep 05, 2024

Jamie at the front desk and Kyla the esthetician were absolutely amazing! Thank you so much for everything!

Sep 05, 2024

Miss Suzi was the best. Calming and relaxing atmosphere. I feel wonderful! The spa staff is friendly and happy, made me feel very welcomed.

Aug 05, 2024

Horrible experiences at this location. I had a massage scheduled for 9 am one day. Got a call as I was leaving my house that it was cancelled because my therapist called out of work. Turned around and drove home. Re-scheduled with a different therapist for a different day and drove across town for my appointment. Checked in, filled out paperwork and was just sitting on the couch waiting for my therapist to call me back when someone from the desk comes over and tells me my massage was cancelled and they tried to call me that morning to tell me. I showed them my phone record no one called, texted or emailed me about a SECOND cancellation of service due to staff calling out. The front desk person told me maybe I had told them the wrong phone number for my account. I told her I had been coming there awhile and they definitely have the correct phone number because they just called me a week prior to cancel my other massage. So I re-schedule a THIRD time and woke up the morning of my massage extremely ill with COVID. I called the spa and cancelled my service and explained my situation. I was shocked when I looked at my bank account to see an almost $40 cancellation charge on my account from the spa. I called to discuss this and the staff member gave me an email address to send my concerns to, to get it fixed. I was told the manager would respond in 48 hrs or less. Never received a response. I called again a few days later and was told to wait the manager was in the spa that day and they would get her on the phone with me. I could hear the staff in the background and the manager say she didn’t want to talk to me and heard the front desk person complain that I had already called before about this problem and I would just keep calling. All in all completely unprofessional behavior and staff at the front desk. Never got my money back. I loved my esthetician here but this was enough to make me never come back here.