Hand & Stone Massage and Facial Spa — Attraction in Brookhaven

I have experienced the worst customer service at hands and stone that left a nasty taste in my mouth. For starters, each time I come to my appointment, either the massage therapist is running late, or their sessions is going over; therefore, I will have to wait 10 minutes to be seen and sometimes, I am not getting my full massage time. However, the massage therapist is normally apologetic and courteous, so I have not been voicing my concerns. However, yesterday, Apr 24th, my appointment was scheduled for 4pm and I came into Hands and Stone at 3:50 and I was not seen until 4:21. I did not receive a courteous call informing me that the massage therapist was running late. As Melissa the massage therapist called me back, basically she said we close at 6pm and I can try to give you your full time, but I am not a machine, therefore, decide if you want the service or not. She was very nasty, combative, and aggressive. I felt like she wanted to fight, so I did not feel comfortable with her doing my massage. She continued to laugh and did not listen to my concerns. She basically said I’ll be back in 5 minutes let me know if you still want me to service you. Her ATTITUDE sucks bad and now I need to figure out if I want to cancel my membership or try to go to another location which is far from my house. I don’t feel comfortable going to this location and there is no manager ever available. Granted I understand things happen and everyone is busy, this is unacceptable behavior. If I did not show up, I would lose my package. Since I have been coming to location it is very unprofessional. The girls are trying at the front desk, but there should be someone there to make sure the massage therapists are held accountable for their actions. It’s a huge turnover rate and I constantly need to switch to another massage therapist. I have been a valued customer for over 5 years and have enjoyed my services. I should feel relaxed and less anxious when I walk in your doors. I have not experienced this with the...

I had a horrible experience earlier this year (Pre-Covid) while having a facial, that resulted in chemical burns on my face!! Apparently, the Esthetician was new and lacked experience and because of this, I spent several weeks nursing my wounds and my skin back to health! My burns have "healed," but I still have a slight scar under my eye. I expressed my concerns and frustrations with the Manager on duty (Michelle) and later, the Store owner, and I was not shown any sympathy or given any assistance, but was disrespected via telephone & voicemail. I will say that Stacey was as helpful as she could be under the circumstances and I truly appreciated her concern as an employee who had given me a nice facial before. She offered me two small sample packs of products she thought would help in the healing. That's all! I further expressed my concerns with the Corporate office, to no avail. The Store Owner, I believe, attempted this thing called "customer service" and offered me a "complimentary" service to makeup for my one package I used on the facial. Then, he took it back because I refused to allow him to disrespect me via telephone. His tone and language were completely inappropriate, unprofessional and totally unacceptable! Mind you, up until this horrible incident, I had been a member for over a year and had pleasant experiences at this location and others. Because I was not shown any empathy, assistance or compensated in any way for my horrifying experience, I immediately cancelled my membership and would never step foot in this location again! As a US Army Veteran, world Traveler and Spa Enthusiast-who has traveled to dozens of spas in roughly 20+ countries, this was by far, the worst customer service experience I have ever had...

Update: I forgot to update my review from years ago… I’ve been going here on a monthly membership ever since they offered me a massage with a better provider than I had the first time!

I was here yesterday. Place is very nice and clean, same as other Hand and Stone’s I’ve been to. Everyone was very nice but the massage was simply not good. I’ve been getting massages for many years and this has been one of the worst. She was very nice but very inexperienced. The whole massage was aggressive and rushed. I asked for firm pressure, not an aggressive massage that just left my already sore muscles, much worse. Instead of applying pressure where a therapist usually would, she would brush against it in quick motions but no pressure. She used hot towels (which I normally enjoy) but decided to leave it on my back with the sheet over it so by the time she removed it, the whole sheet was soaked and uncomfortable. At the end she also used one around my neck almost to the point of choking me which was quite uncomfortable. Also had no idea on how to seamlessly help me turn halfway through the massage (which most therapists handle very easily). This is nothing like I had experienced at a Hand and Stone before and I’m very surprised by it. I don’t think I’ll be going back to...