Hand and Stone

Jan 29, 2025

Reece was my esthetician!! I will say I had an AMAZING experience and felt so refreshed afterwards. I will definitely be coming back as a regular!! The environment its self was enough to make me enjoy my experience, but my esthetician topped it off!! She educated me, made me feel relaxed, and encouraged me to do my at home care!! I have seen big results from doing my at home care!

Jan 05, 2025

Genuinely the worst massage I have ever had

Jan 05, 2025

I had an amazing experience; however , Make sure you ask for pricing before you book to avoid any confusion/ misunderstanding. I was told my service was $60 not $129 and then it was $180 because I was asked to add some thing which I consented to but didn’t know it was going to be $180 and finally when I checked my receipt it had another added service which I didn’t know about … I need a refund or some sort of compensation. Finally , when I went to leave the door was locked … smh and I already paid but the door was locked and the receptionist was like try the other door like you see me struggling to open the door and I felt so humiliated.

Jan 05, 2025

Me and my fiancé have had a membership with this location for almost 2 years now. we went to make an appointment and they informed us our account was closed due to non payment. UNDERSTANDABLE! Here is where I’m upset they did not inform either of us to let us now and it was still showing on our accounts it was being taken out. So when I call today I got a very rude customer service rep as a customer I have a right to be disappointed when things are not handled correctly on their end. If we had been informed it would have gotten paid or used in those 90 days. I was in office the month they cancelled it and still was not informed. I feel like I just got scammed and was hoping they could fix it or help us out because we love the masseuses that work there but instead I got disrespect.I do NOT recommend.

Dec 05, 2024

Although this company requests that you e-mail management if you have any concerns, they do not respond to emails.

Nov 05, 2024

Did not get the facial steam, no extractions was done, seemed rushed, massage was not great either, asked for firm and got the softest there was. Do not recommend!

Sep 05, 2024

I had my third facial with Reece today. She is very knowledgeable and has really helped my skin . I highly recommend getting diamond glow from her.

Jul 05, 2024

Just starting coming her 4 mths ago for a mthly massage. Absolutely love it. The staff are super friendly and every therapist I have had has done an amazing job. Here today looking forward to July's.

Jun 05, 2024

First time at Hand and Stone, I would highly recommend. Front desk staff was friendly and helpful. But the real reason for 5 stars was my massage therapist Fran. I upgraded to Deep tissue. She was highly knowledgeable, very friendly, and took the extra step with each issue I had. I have shoulder, lower back problems, and left leg issues. When I left, all 3 felt amazing. Now I know the issues my not be solved, but just getting relief is a blessing. I will be back soon!!

Jun 05, 2024

Great massage with Autumn! She worked out a knot in my shoulder that I had struggled with a lot recently. She was very conscientious about my well being.

Jun 05, 2024

I loved my Facial with Kalyn! Love her Motion for the Facial Massage and my Skin Looks so Clear and Glowy!

Jun 05, 2024

I registered for 2 sessions ,never got a conformation or appointment very disappointed 😞

May 05, 2024

I had my first ever facial and peel with Reece and I will definitely receive that service again!

May 05, 2024

Lara and her entire team are amazing. This past Sunday I was welcomed by Mr Jay and Lara. Mr Jay makes you laugh and feel comfortable. The entire experience was relaxing and professional. I will definitely be returning.

May 05, 2024

Literally go ANYWHERE ELSE ON EARTH for a massage than this place. We have 9 packages paid for and have since frozen our account but "new management" wont allow us to use them until we re-activate and backpay for every month since we froze our account. The reason we froze is because we could NEVER get an appointment within 4 weeks and would have to pay for another month.. its impossible to catch up! The "corporate policy" is the line they'll feed you about why you can't receive services you've paid for. This place is a money grab and they could not care less about their clients, only their financial bottom line. One time I showed up to an appointment to see my scheduled therapist driving out of the parking garage - they said it wasn't on the schedule, but I had a confirmation for that date and time. And wouldn't you know, they didn't have availability for several more weeks, yet the place is always DEAD when you go there. Why are you selling memberships you can't/won't accomodate?

May 05, 2024

My “1 hour” massage was only about 45 minutes and I also got a facial and when I told them my skin was sensitive they offered me the sensitive skin products and then charged me $30 extra for it. For about a whole week after the facial my skin was so irritated, red and burning. Very disappointing and a waste of money!

May 05, 2024

Zac is a great Massage Therapist

Apr 05, 2024

Below average spa. Terrible treatment of customer; membership cancellation damages consumers. Poor service; recommend any other spa service.

Apr 05, 2024

DO NOT GO TO THIS LOCATION! This place deserves ZERO STARS! Two separate visits here with HORRIFYING EXPERIENCES! Someone purchased a 50 minute massage for me, and the session was only 40 minutes long. When I informed the manager after the session, she apologized and offered to add the missed time AND an aromatherapy treatment to my next visit. I agreed. I went in to redeem a package later and they had NO idea of the time differential that I spoke with them about previously. And of the course the manager was not present. I was given a gift card for a package which this location “no longer honors.” The package included an 80 minute hot stone massage , a facial AND an exfoliating foot treatment. When I came in for my appointment, they advised me that they only had scheduling availability for 60 minutes. I advised that that would not work for me as I did not want to lose 20 minutes from my session. (Plus the promised 20 minutes) The clerks response was “If you don’t want the 60 minute session, then you need to leave and go to the location that issued the gift card in Cary. My response, “No problem, can you just document that for me?” She told me they did not have the capability to print or email anything. She followed this up with, if you don’t leave, I will call the police and have you TRESPASSED! She called the police, they came, listened, and they advised her that they were in breach of the gift card that THEY sold and could be sued! I am not required to lose monetary valuable on a guaranteed package because of their scheduling deficiency. Luckily, the OFFICER filed the police report so I have documentation. I would RUN from this place. Very unprofessional. DO NOT BUY PACKAGES OR ANY SERVICES FROM THIS PLACE! I almost NEVER give poor reviews and try my best to understand situations, but this was horrible. You can not short change people on their purchases and spa treatment times, and then trespass them or call the police because you CHOSE not to honor it! WORST EXPERIENCE EVER!

Apr 05, 2024

Extremely unprofessional, poor customer service and rudeness

Feb 05, 2024

Ableist employees who refuse to be educated on ADA law. I am a service dog trainer and my client went to this location to recieve services. She was denied access and was told her service dog wasn't legitimate because her vest wasn't right, and that service dogs weren't allowed in spas. The law states that service animals don't even need to be vested at all, and there's no such thing as an 'official' vest. And service animals are allowed anywhere the general public is, including restaurants and spas. Totally unacceptable behavior from staff. Do not recommend this location for disabled people to come and relax, as clearly they are not in the business of helping people with disabilities relax.

Feb 05, 2024

Do not get a membership here! Everything the other recent reviewers have said is true. 1. Not properly staffed for much of the year. 2. Unable to make appointments. 3. When you finally have an appointment it’s cancelled. 4. New owners expire all the built up credits at the same time. 5. New owners took over in May but blame everything on old owners.

Feb 05, 2024

Do not sign up for a membership with this company or give them your credit card number. In trying to use credits on my package in the last two months there was very limited availability, one appointment the therapist showed up 20 minutes late and smelled like cigarettes, the next appointment they cancelled on me because the therapist was no longer going to be available. The last appointment I had to cancel and they charged my credit card $65 after telling me verbally on the phone that there would be no charge. Skip this place.

Feb 05, 2024

Everything was amazing Manager Samantha and her entire team is incredible!! Stay away from falls of Neuse location and manager Jessica and always come to this spot ! You will not regret it. Service is truly amazing and staff is kind and professional Thank you for great time

Feb 05, 2024

Had a 90 min massage scheduled with a white guy named Zac. I showed up for my appointment the morning of, not only did he cancel my appointment, he didn’t not even have the courtesy to call and have me reschedule. The girl at the front desk said they didn’t have me scheduled even though she is the one who wrote my appointment card. They did not give any explanation, just said that they could reschedule me with another therapist. Very unprofessional of the therapist and facility. I don’t recommend this location and I will not be returning to it. Do better with your staff selections Hand & Stone 😔

Feb 05, 2024

Had my first facial ever and Ludine was amazing. I felt so pampered

Feb 05, 2024

I bought my wife a membership to this location over a year ago, but after an initially pleasant experience it has been a constant struggle to book appointments. My wife's two most recent massage appointments have been cancelled the day of the appointment (no compensation given for the inconvenience) despite being told that they finally were properly staffed. We were told we cannot put the membership on hold because we had already done so at the beginning of this year when they had no massage therapists/ appointments available for 2 months out. I would highly recommend not purchasing a membership here or finding an alternative company as we have been told if we cancel our membership we only have 30 days to use our remaining 5 credits which given our experience would be impossible to use.

Feb 05, 2024

I can't get anyone in the phone. Always an answering machine. No one calls back.

Feb 05, 2024

I was double charged for my service but no one answers. I have left six voicemails, and no one returns my call. I have also emailed the corporate email address, which, too, went unresponded.

Feb 05, 2024

Massage therapist is late!!

Feb 05, 2024

The first time I went here it was an absolutely wonderful experience! The second time not so much. I would never recommend this location to anyone. They never answer the phone - I tried calling 4 times in a row and there was no option to even leave a voicemail to have someone call you back. Additionally, they will call you to reschedule your appointment and harass you calling 3 or 4 times in the span of 10 minutes to reschedule you. Very unprofessional. Even past that, they must be short staffed on estheticians because there was only 2 options. The girl I had the first time was amazing!!! This past time, absolutely horrible. She had to rewash my face 5 different occasions because she kept saying she was “missing a spot” and then basically stripped my face of all the work she was supposed to be doing. They also aren’t transparent with you about upgrades. I got the diamond glow upgrade and was decently satisfied with it but she did other things that I thought was apart of the diamond glow upgrade and they ended up charging me $30 for each additional thing she did which I did not agree to. It was not a peaceful experience. I couldn’t relax because she was so rough. I called to talk with a manager about the experience and the manager LAUGHED in my face and said she would call Me back and never had the decency to call back. I had a family member call to try to reconcile this situation because I was so upset. This facial was supposed to be a treat for me for my wedding - they wouldn’t talk to the family member, stating they can only talk to me as the client. But they won’t call me back so how are they supposed to talk to me? They finally called me back and did NOTHING to reconcile the matter. Absolutely terrible customer service. Unprofessional. They clearly don’t care about keeping customers.

Feb 05, 2024

The massage was for an hour, but felt very rushed. I asked for attention to specific body parts and those were minimally addressed. The $15 dollar add on (scalp massage ) last about 3 minutes. That is such a rip off! I won't be going back again.

Feb 05, 2024

This location is not worth your time or money. Management is unprofessional and does not provide good service. Employees also lack skill for massages.

Feb 05, 2024

Unfortunately after over 4 years, I am cancelling my membership. The last 4-5 months have been terrible with trying to book anything as the availability for a massage has been sparse. I kept accruing membership credits and when I asked to please pause my membership, they said I would be charged a $10 fee monthly to pause. I asked if that could be waived given the fact that they hadn’t had consistent massage therapists working and therefore had limited appts available and they said “corporate policy” many many times and wouldn’t budge. I am now trying to cancel my membership and am getting conflicting messages around how much time I have to use my credits (60 days or 90 days). I couldn’t even schedule another massage OR facial 4 weeks out because they didn’t have the schedule yet. Either way, it’s time to cut my losses and move on. This location used to be reliable and a great place to visit monthly. Now it’s become a hassle to get anything booked and if I hear “corporate policy” one more time, I may scream. Definitely not giving the spa vibes it used to.

Feb 05, 2024

Used to be somewhat reliable but haven't been the past year+. I haven't been able to consistently book the same massage therapist for more than 2 months at a time because they quit so fast; which is really important to someone trying to manage chronic pain. Not worth a monthly membership fee or your time.

Feb 05, 2024

Very bad experience with new ownership. I was late and the owner made me fill out 4 forms for my daughter that we have filled out every time we go there. She didn’t care that she was missing her appointment. She was rude, laughed at me as I got stressed and seemed to think the whole thing was hilarious. Not a professional or caring way to treat a customer. I am cancelling my membership.

Feb 05, 2024

Very relaxing place to treat yourself. They usually have complimentary cucumber or coconut water in the lobby while you wait. The practitioners are super friendly and always make sure they ask about your skin concerns before getting started - which I appreciate. Makes me feel heard! I get facials every few months with primita and love it.

Feb 05, 2024

Victoria was very warm and inviting when I arrived for check in. Imani was my esthetician and was informative, attentive and gentle. Highly recommend. Great service today. Thank you!