Hand and Stone Reviews

Like others, I logged into the account, and it's not showing any membership details. No support available. The employees at the store could not help me, and actually stated that they're not sure how it works. Not a huge deal, but I like to be able to arrangement my appointments online. Instead, I have to call the store to get any membership information, and to schedule my services. Disappointed.

I thought there could be nothing worse than the Hand and Stone website, until I was proved wrong after downloading and attempting to use the new “updated” app. Gosh, how bad was it before the update? It truly feels HandandStone was launched before it was actually finished. Only massage option is Swedish for 60 minutes. Add-Ons are different depending on location. One location gave the option to add on +30 minutes while the other didn’t. It also runs soooo slow, long pauses between selections (being energized by the rotating wheel).

I’ve tried and tried to set HandandStone up. It directs me to reset my password then when I try it immediately locks my account! I joined the month and month and now am questioning my decision. I’ve emailed and called corporate office and left a message - zero response! Local facility is nice but I would never been a franchisee with this lack of support!!

I was excited to see there was an app, but it doesn’t work. I have an account and the salon I go to sees my reward points on their screen but NOTHING shows in my app. No past appointments , no upcoming appoints…so I haven’t even bothered to try to use it for booking. You can see basic services offered but I honestly don’t even try to use it now.

Where did the option for a 30 min upgrade go??? This is so inconvenient to not have an option except a one hour massage. This have to call in to book which makes me go less frequently because of scheduling capability! Please bring it back for all locations!

HandandStone is just as useless as booking online. It doesn’t reflect all of their different services and only reflect basic one type for massages and facials. What’s the point of having an app when you have to call to book if you want anything other than a clarify facial or one hour Swedish massage?! Terrible app and online experience. Do better hand and stone!

I would have given negative stars if I could. I’ve tried to associate my membership, but it doesn’t allow me to. I have tried contacting customer service, the front desk, but no one seems to have any clue on how HandandStone works. I was asked to delete my account and trying again. I sent an email to delete my account, but no response. In today’s world, such a huge company with franchises across US and Canada doesn’t have a working app, is RIDICULOUS.

I’ve been a H&S member for years, but the scheduling process on HandandStone is terrible. You can only schedule 50 min massages on HandandStone , and then you have to choose a provider before you choose your appointment day and time. If that provider isn’t available, you have to start over. You should be able to choose date and time, then choose provider. It’s a pain to use. I end up calling to schedule my appointments which is also a pain.

Booked my first and last appointment with a masseuse I met in a different setting. Showed up at the appointed time and noticed on the info tablet that I was scheduled with her. Upon completing my info I ended up with a different individual wanting to perform another service that I hadn’t booked. When speaking to the desk staff, one person indicated that I hadn’t booked a specific masseuse which I know wasn’t true especially since I saw the schedule. Needless to say I left without a much needed massage and booked with another spa in the area.

I downloaded HandandStone a few months (November) ago and for some reason my data never merged with the account I created for HandandStone . I sent an email to H&S support not once but twice and still have not received a correspondence from them. I wish I could take away the 1 star rating but I can’t as my review won’t post. From what I can tell HandandStone is great (my husband created his profile and his data downloaded without issues) but support from H&S is basically non-existent. My next recourse is to talk to someone at my local H&S spa and see if they can help me fix this issue.

I’ve been a member for over a year now. I made an account on HandandStone with the same email/information I have for my account at the spas. When I click on “memberships” in HandandStone is says “No purchased membership to display”. There is no help/chat function in HandandStone , and I can guarantee that if you try to ask the people at the reception desks in the Hand and Stone spas they’re going to have no idea either (which why would they? They’re not the ones who made/designed HandandStone )

So it makes HandandStone useless to me because I can use my membership credits by simply calling the spa location I want to go to, which makes it easier and I can get help if I have questions about anything. I keep waiting for this to be usable because it’s not always easy for me to call during business hours with my work schedule.

If there’s something I’m missing in HandandStone about how to fix this problem please let me know and I’ll change the rating but this is either the 3rd or 4th time I’ve tried downloading HandandStone since I just got the email it was “updated” but still can’t figure this out.

The salon closest to me (Wake Forest, NC) is not an option on HandandStone , despite the location being open for a year already, so HandandStone is useless for me.

I can’t log into HandandStone tried to reset my password never received the code to my email to reset my password and I did this five times. Due to too many fail attempts I was told to wait an hour. Tried it again within an hour. Still no code to my email to reset my password.

I always do a 90-min massage, but it is no longer bookable through HandandStone . I hope they bring back the 30-min upgrade to HandandStone , otherwise I’ll always have to call. My H&S gifts points for booking through HandandStone , so I feel like I’m missing out since my 90-min service isn’t bookable.

I would find it helpful to be able to select multiple masseuses to search availability. As it is you must select one at a time to look through their calendars individually.

I also don’t like the lack of recognition for being a member within HandandStone . Mine shows the price of the service as though I’m not a member, and I can’t view my points from HandandStone . Not member-friendly.

I’m sure it’s tough to create a decent app, hopefully these features will improve in the future!

I loved the convenience of being able to book my monthly massage through HandandStone and not having to call the store due to a hectic schedule. Now all of a sudden the extra 30 min add on massage ( 90 minute ) has been removed as an option. As a member this is a MAJOR inconvenience, as I’m no longer able to see all of the available appointments in front of me. The spa told me they’re unable to help with anything booked via HandandStone and the customer support never got back to me after trying to contact them twice .

HandandStone looks great until you need to look up your membership. I have a membership and when clicking on the membership button, there is no way of looking up your membership even though you have one. I want to be able to look up a membership via email or telephone number to sync up my appointments with HandandStone . Currently my membership and any upcoming appointments not show up even though I have a membership and I have appointments coming up.

Pro: easy to book an appointment. Pretty easy to see therapists.
Con: no way to correct an error or be warned about inability to adjust a booking within 24 hours. I made a mistake and clicked a time for the first appointment the next morning when I meant to book a few days out. No way to fix the error. Would suggest a 5-10 min window to adjust a close in booking vs immediate no change.

Also would like to be able to select multiple therapist’s availability

Would like to be able to add add-on’s AFTER booking an appointment. Sometimes, I decide on an add-on after the fact and it’s nice to be able to add it without calling.

Also is scheduling Cryo going to make it to HandandStone ? I keep seeing banners for it but when I try to click on it I don’t get any info (it just advances to the next slide). I’d at least like to get some info and a direction to call my location.

I have to admit, I am not the most computer literate, but I cannot for the life of me cancel a booking using HandandStone . There needs to be some change to let that be more self evident.

I use HandandStone all the time to schedule and it is helpful. The biggest change I would make is when you are looking at the calendar availability, it should show who you are booking with. I would choose different times or days depending on who was available at that time. I have seen multiple therapists so having to search individually is not convenient.

I try to use HandandStone for scheduling appointments; however, the membership information does not provide details regarding # of packages available. This forces me to have to call the spa. Pointless to use HandandStone . 🤷🏼‍♀️

I’m not sure what happened but I was able to easily book a 90 minute deep tissue massage easier.
Now “rebook” didn’t work at all for that type, “quick book” doesn’t seem to let me choose the type/time (keeps showing 60 minute Swedish after selecting upgrades) and “book massage” forces me to pick Swedish then “add-on” “30-minute upgrade” and “deep tissue upgrade”.
I guess this is ok, but I thought it used to show 4 options so you could simply click “90 minute deep tissue”

It only shows “any therapist” on the appointments screens (the website shows you who was assigned ). Also, I think it’s blocking me out of my own selected time if I back up to look for a different day/time and then come back to the time I previously selected.

Otherwise I’m glad HandandStone is available… It makes other parts of booking more straightforward like remembering the last location and allowing self check-in.

Enjoy my regular massage appt with Tina. Always feel like a new person! I work in a profession where my neck/shoulders take the brunt of repetitive motions & being in a certain position. Massage is my self care and Tina has been my person for at least 4-5years! She’s great and I appreciate her technique and professional skill.

My husband got me a package for Christmas, and I have been hooked since !!! Both the facials and massages are the best EVER! ! ! Never an uncomfortable minute, you will get top notch service from amazing professionals!!! This is now the only present I’ll ever ask for!

I love my facials with Jackie, her hands are soft but strong. I feel very pampered by her during this facial. It’s amazing! She massages my face my neck ,shoulders and my head. Also the aroma therapy is so relaxing. I really look forward to seeing Jackie every month.

👍

The updated version of HandandStone is great! It’s super easy to book my appointments via HandandStone and I can check my membership balance and reward balance quickly without having to call the spa. Love it!

I see Jennifer ever time I go and she always does an awesome job. She always knows my trouble areas and goes to work. I’ve seen others at the Hamilton, NJ location, but once I clicked with Jen she’s my go to. The front desk staff is always so nice and quick to help.

I just had a massage at Hand & Stone in Lacey NJ. The staff upon entering was very nice; I had my massage with Robin, who I will only use from now on. It was the best massage I ever got & I felt wonderful during & afterwards; I even booked my next massage which I normally don’t do but I wanted to get on Robins schedule. Thank you Robin!