Hand & Stone Massage and Facial Spa — Attraction in Brentwood

stay away from this place!!!! If I could give a zero I TOTALLY would. we scheduled appointments here for a bachelorette trip for me and two other girls. while scheduling these appointments we let them know MULTIPLE times that it was for a bachelorette. one of the bridesmaids scheduled a facial and she received a message it was cancelled due to them not having someone to perform that service but we can still receive massages. that should of been the first red flag but due to covid and short staffing we understood and still went with just the massages. when we went in for these massages they had us fill out paperwork and said “we will get you back in just a few” so we were sitting in the waiting area as I was explaining to one of the girls that my legs were hurting and how I could not wait for this massage after last night. the office manager then comes out and asks us when the last time we stopped drinking the night prior, we then explained it was about midnight/ one o’clock when we stopped drinking (mind you these appointments were scheduled for 11 am) she said that you cannot drink the night prior to the appointment as alcohol makes your body feels numb so if they applied pressure to you they could “hurt you” I was telling her that we stopped 10 hours prior to these appointments almost a FULL DAY. she said “it doesn’t matter and that she was still charging us for the massages that were NEVER performed. Pam (the office manager) then asked me for my occupation and although that is entirely NONE of her business I explained I worked in the health field and she said “exactly due to you working in healthcare there is protocols you need to follow correct” i said yes absolutely but it did not make sense to me how it was almost a full day prior to us drinking and how those services could not be performed. she started to become rude and nasty and touching me although I was already aggravated so as soon as we walked out we were charged $140 something dollars for services we NEVER received!!! the next day I called to request the documents I signed when we walked in and she “explained” too me that those are apparently confidential when those documents have MY signature therefore I own legal rights to those documents! then I requested there “protocol” form stating you cannot drink alcohol the day PRIOR to a massage when there are SEVERAL other places you can receive massages from that literally give YOU champagne during the service. she said she will also not send me the page stating you cannot drink the day prior because she does not have that document and told me to “google it” on some other massage site. She then said “when you go to a doctors office and ask for your records do they give them too you” YES?!? absolutely those are YOUR documents. Do NOT come here seriously! I am not the type of person to write reviews in fact this is the first review I have ever wrote. Pam is the office manager has absolutely zero idea of what she is talking about and Tracy I believe is the GM/Owner of this franchise and they were both super rude and all Tracy said was that she was sorry and she will not be refunding me as she has to “pay” her therapists for their time although they literally didn’t even perform any services?!? I also asked tracy if she was not refunding me the money back if she could schedule me those appointments so I can receive the service I paid for she told me she will not do that for me either. I am so extremely disappointed and they ruined hand and stone for me and I will not return to ANY of...

I bought a Father's Day package for my husband. We drove across town and planned to spend the day working around the appointments I scheduled for him as part of this package. My husband and I were in Sur La Table when then phone call cancelling our appointment came 15 min before his scheduled time. When I ran over to the spa, I was told there were no other therapists and the best they could offer was to reschedule on another day. I was told the therapist has a bad wrist and could not perform her duties and that this was a reoccurring issue. When I asked for the manager, I requested reimbursement for the package so that we could go elsewhere. She said and continued to point to the gift card fine print that refunds are not allowed. She then offered to call the therapist and have her come in despite her injury to perform the service for which sounded ludicrous and of course we didn't want. Even she said "good point" when I said why would a 6ft 6in 250lb man want a massage from a therapist with an injured wrist? All we wanted was our money back but were repeatedly told the spa didn't offer reimbursements and the best they could do was reschedule. So, as we stood there left to hang out to dry, I asked to escalate to the owners but was told they were out of town. For this, I did insist to speak with the owner. I spoke with Jack who after hearing my story, despite standing behind his premise that they don't do reimbursements did say he would have his wife would call me on Monday to handle it. I thought we were done with the unpleasant customer service, until Sandy called and proceeded to accuse me of being belligerent to her staff while in the same breath asking for my CC info to process the reimbursement. Such and accusation was completely unnecessary when all I requested from the onset was a simple reimbursement for unrendered services. This no different that their 24 hours cancellation policy but on the flip side. So I have cancelled my membership after being a member there for approx 3 years wanting nothing to do with a retailer who cares so little for a customer experience. Buyers beware and take note of similar...

Murfreesboro location (continue reading for Brentwood location)-My husband and I already had an issue with whether or not he purchased a membership or a gift card. That issue is still not addressed. My MEMBERSHIP was purchased on 12/21 as a GIFT for Christmas. On 12/22 is get another email welcoming as a MEMBER and what MY MEMBERSHIP comes with....Not GIFT CARD. He addressed this and the membership was CANCELLED by office staff and NOT my husband. And they entered in the system as such.... and then entered in as a gift card in HIS name. My husband schedules me anyway at the Brentwood location, and says he will square things away at the visit he scheduled for me. Even though he purchased a membership, I received an email stating my MEMBERSHIP was cancelled via an email on 1/6/23. So I am not understanding how Hand and Stone state I didn't have a membership. Yet I received a membership welcome email and "sorry to see you go" email and how my membership was cancelled. I called the Murfreesboro location and was told MY membership was cancelled and a gift card placed in his name. That I would have to use his name to schedule anything.... husband schedules me at Brentwood location.

Brentwood location- lady at desk didn't seem to fully understand what was going on and what had transpired. She keeps telling him he bought a gift card and he keeps telling her what is was supposed to be. Even though I explained the above to her. She stated she would let a manager know and have someone call MY HUSBAND. No one has called my husband as stated. I only received all call for filling out the to reviews ( one for "sorry to see you go" and the other regarding my visit on 1/7/23). I missed the call and called back. I left a voicemail for you to call my husband because this transaction is and has come out of his account, and I am not receiving what he paid for, nor is my gift in my name, you have changed it and put it in his name.

This review does not pertain to the massage therapist.

Update- it has been 6 days since told someone was going to call to fix this...