Hand and Stone-San Jose

Jan 29, 2025

BE AWARE OF THE MANDARIN LOCATION. This location charged my credit card for gift cards that I did not order 2 days after I ordered a gift card from another location that I visit on a regular basis. I spoke to the manager Desiree and she would not remove the charge from my card and tried to get me to take the gift cards. I do not go to that location and refused to take the cards. When I put in a dispute with my bank the Mandarin location sent my history with the other location to my bank claiming I go there often. I have tried to resolve this even with the Corporate office and can not get them to remove the $139.95 charge from my credit card. I understand I'm not the only one who has had this problem with this location.

Jan 22, 2025

been to 3 locations here in Jax, and got the best massage so far. Alvin is amazing. We wrongly booked my wife with a male therapist but they were very accommodating and find a female therapist for her.

Jan 05, 2025

Do not join this spa, RUN and do not look back. This franchise is horrible with bad management and massage therapist. Someone went into the spa and used one of my credits. The spa allowed it without calling and verifying with me. Management refused to compensate me for their mistake. Now my credit was used on someone else. Beware they will let anyone use your credit without your consent or knowledge. And I requested corporate number and the number provided was bogus.

Jan 05, 2025

Sign up at any other location other than Mandarin. I will be canceling my membership here and moving to another location.

Dec 05, 2024

Got a massage on my birthday 11/1. I had a 11am massage and my masseuse knew it was a special day since I also have a deployed spouse. During the last 15 minutes the masseuse used a LOT of oil to do a scalp massage without my permission (never happened before in my years of receiving services). Once she started I was panicked but felt I couldn’t speak up because the damage was done (can’t remove oil already in my hair). I spent the last bit of my massage upset and anxious about the excess of oil knowing I wasn’t planning on returning home to wash my hair and shower ASAP but now I would need to because I couldn’t go into public looking like a greaseball. Once I paid and left and assessed what my situation was in the car I was super upset. There was no way I could go anywhere without washing my hair. I called the spa to speak to a manager but all she had to say was she understood but “didn’t know what I wanted her to do since my masseuse was just giving me a good service”. I don’t agree that putting handfuls of oil in someone’s hair without specific permission is a good service. Never in my years of going to H&S has that happened to me and I felt violated and upset with having something done without my permission I could not undo. EDITING MY REVIEW The best a manager could offer me was a discount on another service. Why in the WORLD would I PAY actual money somewhere to return where I felt violated? No offer for any type of full or partial refund. Editing my review to one star instead of two. Will likely never get another massage again because of my experience here and will never spend another dollar at any of these stores.

Nov 05, 2024

Continuously calls and text me trying to see if I’m interested in coming in again. Um, NO, if I am interested I WILL CALL YOU!!!

Nov 05, 2024

My partner and I got couples massages here and we were both incredibly upset with what we received. I asked for medium pressure and the massage therapist was not only rough, but they only massaged bone and twisted their hands along my skin while scratching me with their uncut nails. The twisting of the skin and bone massaging was painful and caused me more tension than relieve it and I left with a headache. I didn't say anything during the massage because I wasn't sure what to say in the moment and I hoped it was going to get better. I also didn't want to disrupt my partner who might be enjoying his but he informed me afterward that he, too, received no muscle massage, and his masseuse only wiped their hands along his back. I wasn't too worried, though, because when I called earlier in the day I was informed it would be $150 for the two of us so I just planned to not visit again. However, when we got to check out, I was informed that it would be $300 for the both of us and I could only get the $150 price if we joined your membership. This was incredibly frusturating and I told the person at the desk that this is not what we were told on the phone (they asked me if I was a member on the phone and I said no) but they just continued to pressure me to join the membership.

Nov 05, 2024

i walked into hand and stone and the place was very relaxing and very calming it also smelled so good!.I came here and got my very first facial by Charlena and right when i got there she was ready.She did an amazing job, she also gave me compliments on my skin.She gave me a massage with my permission and loosened my shoulders and it felt so good.After my facial my skin was glowing!!will always go to her for facials and most definitely coming back..At the end she told me what products would help to keep my face heathy!! so exited to use my face wash and see the results.🥰#Teamfacial

Oct 05, 2024

First time...Ebony delivered an awesome facial...professional, friendly, attentive to needs and wonderfully relaxing. Thanks Ebony!

Sep 05, 2024

I had the most fabulous experience at Hand & Stone Mandarin today! Gina checked me in for my massage and asked if I would like a discounted facial (there was a cancellation). I said "yes". Melissa gave me a wonderful massage, did my trigger points, did lymph drainage, stretched my glutes and hips. I call this my maintenance. She's a fantastic and very knowledgeable therapist! Then I was in Kalina's very capable hands. Her facial was so soft that it felt like her fingers were feathers caressing my skin. She then gave me some tips on how to keep my skin looking like I am 20 year old again. Thank you VERY MUCH for putting me back together again.

Sep 05, 2024

I've been a member for 3 years and have always got the massages, which were great. HOWEVER, I recently treated myself to my first facial. Kaylee is knowledgeable, passionate, and down to earth. You know you found your new go-to when you leave feeling more confident in your own skin. Thanks, Kaylee <3

Sep 05, 2024

It was a really good massage buuut. I got there at 3, completed the checkin paperwork and got back to the room- the massage started at about 3:15 and ended at 3:50….. when I payed for a 60 minute massage.

Sep 05, 2024

It was amazing! I enjoyed my birthday deep tissue massage with special oils so much that I purchased a membership.

Sep 05, 2024

Just had a massage at the Mandarin Location. Did not get the full body massage. Only back and neck. Very little oil was used. Very dry massage. Also didn't receive full massage. Appt was at 3PM. Went back after 3PM and came out at 3:50 PM with a headache.

Aug 05, 2024

Had a facial today with Kaylee and was probably the best facial I’ve ever had. She was extremely knowledgeable, personable , customized my facial to my specific needs, and you can tell she enjoys her job. She gave me a skincare regimen to follow, helped me pick out and purchase products that will really help my skin care needs. It was 50 min and it felt like I got a 2 hour full service luxury facial! I Left glowing and really felt taken care of. I will 100 be back to see her.

Aug 05, 2024

Terrible management. Charged after my membership was cancelled and cannot get a hold of anyone. Repeatedly told a manager will call me to resolve the issue, not once have I received a call back. To whoever handles your google reviews, the email you provided doesn’t work! What a joke.

Aug 05, 2024

Gracie did an amazing job. Not only did she take care of my gf, but she also recommended amazing products that we both use now. Highly recommended

Aug 05, 2024

I’ve been a member at Hand and Stone for many years and I’ve had some really great therapist, but I think I’ve found the very best I’ve ever had. Her name is Lisa,. I went in with a really messed up at neck and shoulders from being in the dentist chair for 2 1/2 hours of drilling, but after Lisa got through with me and her trigger point specialty every part of me was relaxed highly recommend you won’t be sorry

Aug 05, 2024

Kaylee is absolutely amazing! She is accommodating, knowledgeable, and so friendly. My skin always looks amazing after I see her. She’s my favorite esthetician I’ve had and am so happy I found her! She has my loyalty for life!

Aug 05, 2024

Today was an amazing experience with Ms. Lisa (LMT). The front desk staff were also friendly and welcoming. I love that I was the member of the day! Gina, Kali were fabulous, and all of these ladies need a raise $$$$$$$

Jul 05, 2024

Worst massage ever!! I'm certain the "massage therapist" I had this past Saturday had no formal training. He had no idea what a muscle was or where they are located on the human body. Pretty sure he is NOT licensed. Why this person isn't fired already is beyond me. Even the receptionist who checked me out said it didn't surprise her that my massage was bad...But as a company...IF YOU KNOW THAT THEN WHY IS HE STILL THERE!??! Several times I asked for him to massage a particular muscle and he said he would get to it...But when he got to it...he was rubbing my kidney not my lower back. He didn't know what he was doing... This was the WORST experience I've ever had.

Jun 05, 2024

Been there a few times and everytime there is an issue. Very unfriendly front desk and it always feels like I am a problem if I ask a question

Jun 05, 2024

Kalina was exceptionally knowledgeable and gentle.

Jun 05, 2024

Would highly highly recommend this place. They did a phenomenal job. Definitely 10/10

May 05, 2024

Great place. Highly recommended.

May 05, 2024

I have received great services from their estheticians and massage therapists. HOWEVER, in December my credit card was charged $149.95 for services rendered to ANOTHER client. After numerous phone calls, letters and even going to the spa in person, "management" can't seem to figure out or care to credit my card and charge the other client. The client who received the services has even contacted the spa repeatedly to correct the issue. It is now mid-April and I am still out $149.95 and the other client has yet to be charged. A shame because I really enjoyed my spa services. Even my esthetician tried to work with management to correct the issue. Inexcusable!!

May 05, 2024

So I’ve reported these fools to the FTC and next will be a attorney to take care of them. They constantly spam my email! After I’ve unsubscribed over 37 times! They now are harassing me by sending more than 1 email per day. Now they send 3 or 4! Guess they want to be sued

Apr 05, 2024

WORSE EMPLOYEES EVER I have very few good things to say about this place. In December I got a facial and that day they told me that they could put me on a list to inform me of the promotion of two gift cards paying only one. After two weeks I see that they charged my card the price of $129.00 and when I came to complain they told me that it was because I was on the BOGO list. The girls who attend (quite rude) told me that there was no refund and that they couldn't do anything else. In the end I asked if I could use the cards for products and they said yes. I was able to use the first $129 card in a different location than where they gave me the cards. The second card had to be in the same place where I "boyed" them (San José Blvd). Today (March 23) I went to buy the products and they told me that the card was $69 left. I told them that that card was from the December BOGO, and they told me that one card was validated for $129 and the other for $69. What they NEVER told me, they always maintained that the cards were for $129 each. And they didn't want to accept the card to pay for the products. In the end they sold me the product and the girl's response was "if you want to take it without paying" in a disrespectful way. THE WORST PLACE I DON'T COME BACK ANYMORE.

Mar 05, 2024

Front desk just cares about pushing the membership sign up rather than how my service was. I was bombarded with sales pitches by the manager and another employer.

Mar 05, 2024

I wanted to give only one star but it's because of Ed that l added an extra star. Ed is the nicest, sweetest massage therapist on the face of the planet and l encourage everyone to request him however....NEVER EVER request Garrett Henna (Hanna)!! He seriously should have his license taken away from him! I, too, am a licensed massage therapist and l was completely turned off by his customer service!! He started my massage 15 mins late, l felt that my session was RUSHED and l specifically requested him to focus solely on my back, due to my severe back pain. Instead, he massaged other parts of me that l didn't even ask him to cover!! I actually wanted more pressure but didn't want to come off as a difficult client AND l feel like l tipped him for no reason but because l am in the same line of work, l was just trying to be nice! The tip of the iceberg was he had the nerve to enter very sensitive information about me and my visit into their system and he didn't think l would find out about it! I could literally go on and on and l am very easy to impress when it comes to massages but please for your own sake, DO NOT ask for Garrett. He is literally the most UNPROFESSIONAL MASSAGE THERAPIST of our generation and because of his unprofessionalism, l am still thinking about cancelling my membership with Hand & Stone....

Mar 05, 2024

Love the atmosphere and professionalism. Left feeling refreshed and relaxed. Highly recommend Charlena. She’s fabulous and goes above and beyond to make it an experience ❤️

Feb 05, 2024

*This review is about management (therapists were great)* I am currently transitioning out of the military and for some reason a spa is preventing me from fully concluding all my business in the local area. I went to cancel my membership back in August 2023. It is now February 2024 and I am still being charged monthly membership fees even after repeated calls with the spa and the elusive regional manager (who has no way of being contacted except through messages relayed by a receptionist). I have been assured verbally multiple times that my membership was cancelled and that I would be refunded the months I wasn't supposed to be paying. It has now been almost 6 months. Either someone is lying to me or someone is extremely bad at their job and should probably vacate that job for someone who wants it more. Final Impressions: -management is great at apologizing, blaming, and deflecting responsibility. -bethany gives the best massages