Hand & Stone Massage and Facial Spa — Attraction in Cary

It seems that the sneaky manager is paying bots or having friends spam Google with good reviews to boost their rating and move my review further down. There have been like 11+ 5 star reviews in 2-3 days. This woman is diabolical. Beware! Don’t waste your money!

I’ve been a customer at this Hand & Stone location for years and was even considering rejoining their membership program until my most recent visit. I received one of the worst massages I’ve ever had. I clearly outlined my needs at booking, in my paperwork, and again with my massage therapist, Jay: firm pressure, focused on my shoulders, neck, and lower back. Instead, I was lightly petted on my arms and legs for most of the 50-minute session. I even told him, “I’m not here to relax—I need pain relief.” The last 5–10 minutes were a barely-there back rub with less pressure than my 3 year old could manage. Afterward, I found reviews with similar complaints about Jay, so clearly this isn’t a one-off.

Bad massages happen. What shocked me was the treatment I received when I politely called to express my concerns. I was kind, polite, even apologetic because I’m not someone who complains. I’ve literally never left a negative review in my life. From the start, the front desk manager spoke to me in a condescending tone. When I explained how ineffective the massage was, she dismissed my concerns and claimed others complain that Jay uses TOO much pressure (which, again, contradicts recent reviews… and her response actually contradicts Hand and Stone’s own response regarding his massage style!).

When I suggested they might remind staff to actually listen to client needs, she met me with “Are you done, or do you want to keep ranting?” I was so floored I didn’t even know how to respond. I think I just apologized.

Before I could even process the way I’d just been spoken to she started rebooking me for a new appointment but didn’t include the “Christmas in July” discount I was initially offered for my petting appointment with Jay. Even a small gesture like that would’ve shown some good faith. I wasn’t expecting a free massage. I just wanted to be heard and treated with a very basic level of decency.

Rather than rush to post a bad review, I emailed corporate directly to give them a chance to make it right. It’s been two weeks. A week ago I received an automated email asking if my issue had been resolved. I clicked “no” and haven’t heard anything since.

I went ahead and canceled my appointment with Hand & Stone and booked one at Massage Envy instead—where I had an excellent experience and was treated with genuine kindness by everyone there.

I grew up in this area and belong to several local moms’ groups. I’ll be sharing this experience with them too. It’s a real shame to see how far this location has fallen, and how poorly loyal customers...

So I write this as a note of caution. Like other franchises offering massage they would love to sell you a monthly membership. I usually don't do that but I did in this case and it didn't turn out to be a pleasant experience. In all fairness I really can't legally say that the spa was in the wrong. There was confusion regarding my sister and I, who had both had services done here. I believe that they thought we were membership sharing - which wasn't the case though I did understand that you could gift one of your certificates to another person. Turns out I'm too busy to use a monthly service and I racked up 9 unused services. Once I was able to actually book a service this summer I used 2 certificates for my facial. I advised the staff that I needed to cancel because as they could see I really wasn't making use of my membership. Gave me the paperwork had to give a month's notice - okay. Here is where the note of caution comes in - once you cancel - you have only 1 month to use any and all certificates that you might have accumulated. Verbally when speaking to the owner about cancellation I was not told that. She says I was but trust me I'd remember hearing that I had 30 days to use what turned out to be 6 or 7 unused services. Where fairness comes in is that yes I did get an email from Karen - sorry you have to cancel, etc.etc. I stopped at we have your cancellation and did not see, until today, that my 30 day period expired about 1 1/2 months ago. In fairness to me - I think that it is fair to think that you would be able to use something you had paid for. I think these franchises realize that there are people like me - too busy and in my case careless to notice these "rules" that a business like this relies on. It's like the Groupon you buy and never use - vendors count on that. Anyway, to say that I'm disappointed in myself is an understatement and I've learned a lesson here. But I also feel that a business model that is built on the assumption that a guaranteed percentage of people aren't going to read the fine print and assume like I did, that you get what you paid for, is disappointing. And I guess I won't be getting that 4 pm...

Will not be returning to this location ever again..Started my day excited about my husband and I getting massages for his birthday..Unfortunately massages didn’t happen!!

Had a very bad experience with the front desk staff… Was unable to make our appointments due to 1.5 hour traffic stand still due to an accident on 264 west coming from Rocky Mount heading to interstate 40 this morning at 9:00 .Our appointments was at 10:15 ..traffic was at a stand still taking us over 30 minutes to get only 1 mile ..

I called the establishment at 9:50 to let them know our traffic situation and that we are coming but will be late due to traffic at a stand still due to an accident ..I asked them not to charge my credit card for a no show because we’re coming but will be late . I was told to still come and they would probably have to reschedule us depending on when we arrive..Traffic didn’t let up and was at a halt I called back at 10:17 to let them it’ll definitely be after 11:00 when we arrive due to the traffic stand still ..Again I was told to come in and they would see if they could reschedule.us.

We finally arrived at 11:23 and as soon as we checked in the receptionist told me they can’t rebook us today and they had double charged by credit card for 79.00 for a no show fee!! even though I called twice explaining that traffic was at a stand still for over an 1.5 hour but we’re still coming.

The fact that they charged my card knowing we were coming was the unprofessional part for me ..They didn’t wait until we arrived..And it was obvious the conversation was already cohered between the receptionist and the manager..After10 minutes of back and forth of explaining to the manager why we were late she showed zero empathy and was very adamant about having to charge for no show regardless..

The manager finally says she can take 1 of the 79.00 charges off my credit card ..but not both because the therapist gotta get paid .. We will not be taking our business back to that establishment again and will not recommend it...