Hand and Stone Massage and Facial Spa

Jan 08, 2025

I've never visited a Hand and Stone location, but I tell you I won't be visiting the one on Falls of the Neuse. My boss gave me a gift card for Christmas and I called to inquire about what services they offered and to see if I could book online. The young lady was dull, dry, rude and insensitive and rushed me off the phone before I could ask a second question. I'll find a more customer friendly location to visit.

Jan 05, 2025

My skin was dull, dry and lifeless. After my facial with exfoliating, it is bright, soft and glowing! Highly recommend.

Jan 05, 2025

Wonderful experience. My therapist was so good. and listening to my needs.

Dec 05, 2024

From the moment I walked in I felt peace. I had a really bad knot in my shoulder and couldn't raise my arm above my head. Shout out to Gavinn who worked with me today. I now can lift my arm without any pain. What an amazing massage. He was very professional. Definitely returning.

Dec 05, 2024

Great experience with Allura!

Dec 05, 2024

I wish they could maintain their good employees. Update 11/30/24 at 11:00am.: I just called and one of their employees answered the phone with no type of care in the world. A previous reviewer explained her as "dull" which is exactly how she talked on the phone. Put some spunk in your voice and act like you like your job a little bit or quit. Then, she had the audacity to hang up the phone on me. Just cancel my membership TODAY because I will not tolerate a rude employee, especially the first impression of your business.

Dec 05, 2024

cherelle gave me a great experience, I will come back soon

Nov 05, 2024

First off we booked a couples message and they said they had to close the room because of water problems. Then when we got there my wife heard they just double book. So we just did the single not knowing they just double booked the room. On top of that the person who did my message I heard on the phone why she was using her elbow. Using the elbow is fine but not 80% of the time in one spot. My wife said she really liked her message but I was not lucky this time.

Nov 05, 2024

This place is clean and orderly, calming enviorment. The front desk was very helpful when I called and in person. The star of the show was my massage therapist Cherelle. I had never booked with this company before, but my usual place books up too far in advance and I was needing some immediate releif for neck/upper shoulder pain. I booked the first availble female therapist who fit my schedule, and I was SO lucky. Cherelle listened to my concerns and spent the majority of the time working on my upper body. When I tell you the relief was almost immediate after the message was done. I got home and my roommate told me took in the mirror, my traps had literally shrunk down. My neck actually looked longer from the tension release. Super impressed with Cherelle, not sure if her availability will match up with my odd hours but hope to visit again soon! Hightly recommend you request her if you go in :)

Oct 05, 2024

Literally NEVER answer the phone. Go to ANY other location.

Oct 05, 2024

My mother scheduled me a facial with Noheli the day before my wedding and I absolutely loved it! She was so thorough and gave me great suggestions on how to make my skin better. I loved how much care she took with my skin and the conversation was even better. Noheli made me comfortable in the space and I definitely recommend that you book her. I will be back as well!

Oct 05, 2024

Sharias is amazing !!! Will be back soon !

Oct 05, 2024

Worst service ever and I only had a call into them. I called to schedule 2 massage appointments where they said they had availability. The whole time the person booking was uncoordinated, rude and dull on the phone. She finished booking 1 appointment and then said the second was not available once she took 10 minutes to book the first. I then wanted to cancel since I called for 2 appointments, they said they had it and couldn’t deliver by the end of the booking. Fine, things happen just cancel the one you just booked. She put me on hold abruptly, I waited 5 minutes and she told me her manager will call me in a few minutes and then hung up. I get a call from the manager, he sounded pleasant but had no empathy for the situation and said if I cancel now they can charge me. I told him no, It was just booked and I’m not paying for it because it is cancelled since they didn’t follow through. He said he had to pay for his people’s time ( which was open until I called) and technically he can charge me since it’s a same day cancellation but he won’t. So I started to re- confirm what I was hearing back to the male manager to ensure they were not going to take advantage of me and charge me. He came back with” I am trying to work with you and for the third time I am not charging you, in a rude, passive aggressive, condescending tone and verbiage! At that point it wasn’t worth continuing so I abruptly said, thank you and have a great day and hung up! I have NEVER experienced such bad service in my life especially from a hospitality business! An industry I am in and actually manage myself! Will NEVER EVER recommend this location. My consumer and professional opinion for this location: you need to find upbeat and professional representatives answering your phone eager and knowledgeable to assist customers in a professionally and timely manner. Your business is to help people relax and decompress not add to their stress load. Management: Take accountability and take care of your customers! Empathy, understanding, accountability and not deflect your issues in your business back on the consumer who are the entire reason you’re there and have a job!

Sep 05, 2024

This review is very much in line with some of the other lower star reviews. My massage was much shorter than advertised, 40 minutes long when I paid for a 50 minute massage. I showed up ahead of schedule for a 1 PM massage it did not get started until 1:10 and by 1:52 I was putting on my clothes again. This frankly isn’t acceptable-when you pay for service for specific amount of time that’s exactly what you should get. I didn’t get into this much detail with the front desk. But I noted the time discrepancy. The employee seemed a little uncomfortable and out of their depth when it came to handling the situation. I WOULD NOT BE LEAVING THIS REVIEW IF THIS WAS HANDLED BETTER. I think this is probably the third review I’ve ever left, but I just don’t think it’s fair for people to go and expect one length of service and get another and I hope people continue speak up when this happens.

Aug 05, 2024

Got a rub down for $100 🤣 🤣🤣 worse deep tissue massage ever. I think my neck is actually stiffer than before!

May 05, 2024

Malita is excellent!

Apr 05, 2024

Love the atmosphere and everyone was so helpful! My first time coming and Alicia was great 😊

Apr 05, 2024

Wonderful experience all around. Emari at front was so professional and helpful with a very welcoming demeanor. Robin, my massage therapist, was amazing. She was extremely professional and knowledgeable. She explained what she was doing and how it would help relieve my pain. After the massage I felt like a new person - the stiffness in my hips had been greatly diminished and I had a much better range of motion. Highly recommend Robin!

Mar 05, 2024

$270 for the worst massage experience I've had. We had a couples massage and my therapist was using brisk light hand movements (when I asked for very deep tissue). He was making noises and breathing heavy. My husband's massage therapist spent the majority of the time on his shoulders for no specified reason- it wasn't requested or communicated. The massage ended early and we were more tense than when we walked in. I submitted and a survey and heard from the manager. I replied to her with my complaints and never heard from her again. $270 for a couples massage for this????

Mar 05, 2024

I booked a couples massage here for Valentines Day. It was advertised as 1 hour but it was only 45 minutes. I mentioned this to the lady at the front desk when the massage was over and she agreed that it's misleading on the website. I reached out twice to the company online before writing this review to see if they would somehow make this right and there has been no response back. I will never go here and again and the massage was AWFUL! AVOID!!!!

Mar 05, 2024

Poor customer service

Feb 05, 2024

Awesome staff. Bought a membership and gift certificates. Looking forward to the first massage.

Feb 05, 2024

Excellent atmosphere, very happy with my facial.

Feb 05, 2024

Hard to book if you don’t schedule way in advance.but a solid location with Great estheticians

Feb 05, 2024

Haven't been able to reach anyone or receive a refund for unauthorized charges.

Feb 05, 2024

I have been coming to this H&S location for facials for about 7 months now. Noheli is amazing. She is so helpful and honest about skin care recommendations. During the facial she’s gentle, pays attention to detail, and very knowledgeable on the products used. Highly recommend her if you’re looking for an licensed esthetician.

Feb 05, 2024

I love Hand and Stone. I was a member for about a year and got great facials! I just live too far away to keep making this a monthly habit. Cancelling my membership was easy, so I am not sure what all the fuss is about in the reviews.

Feb 05, 2024

I love coming here and getting my facials done by Sidney. She is very knowledgeable and makes you feel like you've been friends for years. Steven also give really good massages. He works all areas of the body.

Feb 05, 2024

I tried to book online on their website a 1 hr massage for my husband as a gift and they have no openings for appointments until August. Insane you have to wait 3 months for availability

Feb 05, 2024

Noheli at the Falls Village Hand & Stone location is wonderful! She gives the best facials...highly recommend her!

Feb 05, 2024

Portia was great! My best friend treated me & I was amazed of how great I felt afterwards. Would definitely recommend.

Feb 05, 2024

The folks that work there are fine but the business model and owner are terrible. Don't join their membership! My Mom tried to get out of her membership. I am helping. We talked to several managers, and went in person several times to achieve this. We put it on hold, used all her credits, followed their procedures. We started this effort in May '22. By October we had a few more visits in person to be able to speak to the owner in person. He said it would be canceled. Yay! No! In Feb '23 my Mom realized they are still charging her since Nov. We called and left a message, never heard back. We are now dealing with it on the credit card side. So frustrating. He went thru 3 managers during that time last year. Stay Away is my advice!

Feb 05, 2024

While I've gotten great massages and facials at H&S...the worst is that every great massage therapist I've had is soon GONE. And to make things worse it's nearly impossible to get an appointment. I have EIGHT in my account that I can't get scheduled...the spas are booked for months -- and that includes my "home" spa (N. Raleigh) and the other 2 nearest (Leesville Rd and the District) -- I shouldn't have to go to Garner or Wake Forest when there are locations nearer to me -- I thought that was the point of so many locations...convenience! Well this so-called membership is extremely INCONVENIENT. I've tried "pausing" my account which never happens and when I call about it a manager from my "home" spa is supposed to call me back and they simply have not. So credits just keep adding up. And yes -- I've gotten facials and used more than 1 credit on add-ons...but I shouldn't have to -- i joined for regular massages! If I cancel my membership, I loose them within a few months, but what does it matter if I can't schedule them anyway?? Money lost! RIDICULOUS and such a rip off.