Hand & Stone Massage and Facial Spa — Attraction in Bellevue

I’ve been a member since 2019 and have booked massages at multiple locations across different cities, but this was by far the worst experience I’ve ever had. The massage had no real technique — mostly random pinching and pressure that left me feeling worse than when I arrived. The front desk even mentioned that the therapist, Fred, was new, but when I raised my concerns, the manager completely refused to acknowledge them.

When I tried to share my feedback politely, the manager was extremely rude and dismissive. Instead of listening or offering any kind of resolution, I was brushed off as if my concerns didn’t matter. I even requested a refund of my credits since the service clearly didn’t meet expectations, but I was sharply denied without any care or consideration.

After years of being a loyal member and trusting this brand with my hard-earned money, this visit was a complete disappointment. It’s clear that they don’t prioritize customer experience at this location. Save yourself the frustration and look elsewhere — there are much better...

I have been a loyal member of Hand & Stone for over a year, consistently attending my appointments and never canceling once. Unfortunately, I recently had a waxing appointment that went horribly wrong and resulted in burns on my face. Naturally, I requested a reschedule, expecting some understanding given my long-standing membership and perfect attendance record.

However, I was met with rigid adherence to their policy, which does not allow cancellations or rescheduling within 24 hours. Despite explaining my situation and emphasizing that this was my first request of this nature, they showed no consideration or flexibility. The lack of empathy and customer care was extremely disappointing.

I would expect a company that promotes wellness and relaxation to handle such matters with more compassion and understanding, especially towards loyal customers. I am very disheartened by their response and will be make sure my friends and family do not visit this...

My husband and I went in for a 50min couples massage, we decided to go all out and add on the cold stone facial massage and the scalp treatment and foot treatment. We expected at the minimum for the treatment to go an hour. I guess they count from the time they take you back until the time your dressed again. Our appointment was at 3pm. We were called back at 3:10 we were exiting the bldg at 4pm sharp, after paying. I verified later and was told the add ons don't add time, it's just upgrades to the massage you're already getting. In fact I felt it really detracted from the overall massage as they felt very hurried to get to the face and feet, left much to be desired in the overall massage. I would highly recommend not wasting your money on "add ons". This experience just reconfirmed my feeling of not shopping at the big box companies. Find a local independent masseuse who is invested in their business, you'll get what...