Hand & Stone Massage and Facial Spa

Hand & Stone Massage and Facial Spa Customer Reviews: 1. Less than 1 star if I could. The therapist is amazing but the owner yells at the customers on the phone and refuses customers even last minute to extend massages on the weekend so they would rather lose business than book a longer massage. They at first said I could then called me back and said she changed her mind and I can’t because of policies that are not corporate wide. She constantly lies and manipulates the situation after being caught in a lie and I would not trust this owners shady practices.2. Wendy Wendy Wendy, she is the BOMB! I’ve been to 4 different locations she is the absolute sweetest and gives the best massage my facial gal was pretty dope as well.3. Wendy Wendy Wendy, she is the BOMB! I’ve been to 4 different locations she is the absolute sweetest and gives the best massage my facial gal was pretty dope as well.4. Ashley was absolutely phenomenal with massage! Extremely kind and also very talented, I feel absolutely rejuvenated and she deserves all the praise!5. Charge me basically the same amount cancel as the facial itself.6. I had an appointment today at Hands in Stone Massage and Facial Spa scheduled for 10:00 a.m. I booked my service online and believed I selected the same provider I had previously seen in August; however, that was not the case. When I arrived at 9:28 a.m., the manager was still applying makeup, and the spa lights were not yet on, which was concerni...toUpperCase(); 7. I have mixed reviews for this place - first let’s started with the positive - I loved the facial there it was great - Monica asked questions of what I want or concerns which was great she also asked me if I have any questions at the end! I may comeback for more facials. I hated the rest - first my son spent 130 on a gift card and supposed to come with 50 extra according to them for add ons as a Christmas promo - the lady on the phone told me the 130 is for either a massage or facial and I was confused because their website shows massages from 80-110 and and so the facials- she told me you will pay for the facial and the massage is included with the gift card I was like whatever I’ll ask tomorrow in person (the story never changed so I ended up spending 200 total) SECOND The massage was bad the lady didn’t pressure anything and since she didn’t ask me for anything or even asked what KIND of massage I want and just started rubbing body I told her that I injured my lower back hoping she will treat the area but no, she didn’t even touch it - so disappointed the lady doesn’t even have strength to press..._PARAGRAPH.toUpperCase(); 8. I have mixed reviews for this place - first let’s started with the positive - I loved the facial there it was great - Monica asked questions of what I want or concerns which was great she also asked me if I have any questions at the end! I may comeback for more facials. I hated the rest - first my son spent 130 on a gift card and supposed to come with 50 extra according to them for add ons as a Christmas promo - the lady on the phone told me the 130 is for either a massage or facial and I was confused because their website shows massages from 80-110 and and so the facials- she told me you will pay for the facial and the massage is included with the gift card I was like whatever I’ll ask tomorrow in person (the story never changed so I ended up spending 200 total) SECOND The massage was bad the lady didn’t pressure anything and since she didn’t ask me for anything or even asked what KIND of massage I want and just started rubbing body I told her that I injured my lower back hoping she will treat the area but no, she didn’t even touch it - so disappointed the lady doesn’t even have strength to press...toUpperCase(); 9. I had an appointment today at Hands in Stone Massage and Facial Spa scheduled for 10:00 a.m. I booked my service online and believed I selected the same provider I had previously seen in August; however, that was not the case. When I arrived at 9:28 a.m., the manager was still applying makeup, and the spa lights were not yet on, which was concerning for a business that was about to open. The manager’s first question to me was, “How did you hear about Wendy?” This immediately felt inappropriate and unprofessional, as it was not relevant to my appointment and caught me off guard. When Wendy arrived, I explained that she was not the provider I had intended to book. She responded with a dismissive attitude and stated that she was listed on my appointment. This interaction set a negative tone for the visit. I do not pay for services meant to be relaxing only to experience unnecessary tension or back-and-forth with management. Overall, the professionalism and communication at this location were disappointing and fell short of what is expected in a spa environment. The manager demonstrated poor customer service and a lack of effective communication, which could ultimately drive clients away. Although I live only nine minutes from the Plano location, I have decided to cancel my membership there. I value professionalism, respect, and a calm environment—qualities I consistently experience at the Dallas Hands in Stone location. The Dallas team is courteous, professional, and I have never encountered issues there. I had hoped to transition to the Plano location for convenience, but unfortunately, this experience made that impossible. To be clear, Wendy’s massage itself was excellent, and she provided a high-quality service. I still have two remaining credits at the Plano location and will book those services with Wendy. Afterward, I will continue my membership exclusively at the Dallas location in 2026 to avoid a repeat of this experience. Given the current economic climate and the professional field I work in, this level of customer service is unacceptable. Since COVID, customer service standards have declined, but it is especially concerning when individuals in management roles lack basic conflict-resolution, communication, and customer-care skills. I am sharing this experience so others are aware of what they may encounter before spending their money at this location. I strongly believe the Plano location would benefit from stronger management. The current manager, Monica, needs further management training, and the front-desk operations require significant improvement to meet acceptable service standards.10. If I could give my experience today negative stars I would. This was the worst and laziest massage I have ever received. Not sure if they are just hiring randoms off the street with no experience but that’s how it came across during my session. She never inquired on pressure preference, had zero rhythm to the massage patterns just random strokes in areas with no muscle stimulation and paid zero attention to the communicated focus areas. She had no idea how to stimulate muscles or work out tension. Just random ineffective poking and prodding. 15 minutes of flipping my hand in and out (not sure what technique this is!) and the final 15 minutes of just poking aimlessly at my neck. Whether the purpose of my session was relaxation or muscle/tension relief neither were achieved. Waste of $80. I can’t emphasize enough how little training this employee must have had, never had a massage that poor before.11. If I could give my experience today negative stars I would. This was the worst and laziest massage I have ever received. Not sure if they are just hiring randoms off the street with no experience but that’s how it came across during my session. She never inquired on pressure preference, had zero rhythm to the massage patterns just random strokes in areas with no muscle stimulation and paid zero attention to the communicated focus areas. She had no idea how to stimulate muscles or work out tension. Just random ineffective poking and prodding. 15 minutes of flipping my hand in and out (not sure what technique this is!) and the final 15 minutes of just poking aimlessly at my neck. Whether the purpose of my session was relaxation or muscle/tension relief neither were achieved. Waste of $80. I can’t emphasize enough how little training this employee must have had, never had a massage that poor before.12. My first time at Hand & Stone today for a facial and it was perfect! Mimi was amazing and so easy to talk to. I left feeling relaxed and my skin is glowing. Will definitely be coming back.13. My first time at Hand & Stone today for a facial and it was perfect! Mimi was amazing and so easy to talk to. I left feeling relaxed and my skin is glowing. Will definitely be coming back.14. Si estás buscando el mejor masaje relajante pide a Beatrice.. la mejor en dar masajes relajantes, especialmente para embarazadas, tejido profundo drenaje linfático y deportivo es muy profesional y tiene mucha ética. La mejor15.ToUpper(); Great massage with Beatrice! But when I arrived and tried to use my gift card, the owner/manager told me that I would need to pay at a higher rate, approx. $30 more. ($59/$89) Otherwise they would honor the price I was quoted, but I would need to pay cash. I did pay cash, but I'm disappointed that they did not honor the amount quoted by text to get me in the door.