Hand & Stone Massage and Facial Spa — Attraction in Charlotte

Wish I could give 0 stars! I’ve been a customer at Hand & Stone for over 10 years. Even once was an employee (not at this particular branch). I’ve never had an issue at any place that I chose to spend my hard earned money but this particular place. I guess because I’m black and I speak up for myself I’m “pulling a stunt” of some sort. They took money out of my account unknowingly for my husband’s membership. (He had his own separate membership) I did not sign or agree to be charged for his membership at all. He has a medical condition that did not allow for him to receive massages. He paid for months and did not come once! (This was no issue to them because they were getting paid). He lost his credit card and for got to update it with them and they started charging a card that I used once for gratuity. (Saved without my permission) I tried on different occasions to rectify this even by asking them to put credits on a gift card to be used at a later date. I decided to use them up since I paid for them. (At this point I didn’t make a big deal out of being charged for his membership just wanted to freeze it) they told me this wouldn’t be an issue. I even came in the month prior and the month before for services using these credits and unused gift cards. This month I come in for my services and I’m being charged full price (even though I have unused prepaid credits) I’m being told they expired when I decided to cancel. That’s a complete rip off and this is why I asked if balance for paid services could’ve went on a gift card, which I’ve had done before at other locations. The “manager” McKenzie, is so unprofessional and should not be in any position of power, ever. She was very rude and I’d never been spoken to in such a condescending manor in my life. I’ve also never been disrespected by someone who was supposedly in charge before the way I was disrespected by McKenzie from the South Park location. I’ve asked several times to freeze my husbands account because he has a medical condition which prohibited him from receiving massages. All in which was agreed to. They’d been charging him with no problem for months but as soon as I want to freeze it now there’s this huge issue of us losing the credits for services already paid for. Sounds to me like they’re stealing and misappropriating funds. We’ve paid for services that were never rendered buyers please beware. If you cancel they will do any and everything not to give you services that you already paid for and then speak about your finances. (as if I don’t make more money than your highest paid employee there) she tried to create a narrative like I was trying to bail on services but I’ve always paid, clearly since I was being charged for services not rendered and always tipped the recommended tip amount and even more at times. I truly believe that these people have a racists and prejudice mentality as I do not think she would’ve ever tried to mention a white woman's finances in this conversation because money is not the issue here it’s principal. Just do good business and treat your customers with respect. Both in which they failed miserably at. I will be contacting the corporate offices and filing a complaint with my...

Writing a review on the owner of Hand and Stone Massage at SouthPark. I have (had now) a membership there and went in for a massage and facial today. As I was getting my facial the aesthetician suggested an upgraded Collagen mask for $20 which I agreed to. After she applied the mask I sat there for what seemed like eternity with no contact. I have had several facials before and usually get a shoulder/neck/head massage while the mask is working its magic. Not at Hand and Stone. I asked the lady how much longer I would be under the mask and she said about 10 minutes. Then I asked if I could make a recommendation and said it would be a great time, rather than sitting there not doing anything, to give a head/shoulder massage. Which is what they do at Massage Envy and every other Spa I have had a facial at. She said it was not policy at Hand and Stone. So I kindly asked her to take the mask off because it was not a pleasant experience laying there waiting (and sadly thinking of my to-do list). So she did and said I could go ahead and get dressed. So facial abruptly complete- 30 minutes which should have been 50. I get the pleasure of dealing with the owner as I check out. He asks if I was expecting a neck/shoulder massage and I said that was customary at his competitors. He said he is not able to give away services for free. Which is ridiculous, because the aesthetician and I were just sitting there. So at first he said he would not charge me the $20 upgrade b/c he didn't want me to write anything negative. When it was clear there was nothing he could do to make up for my experience he said "ok then I'm going to need to collect the $20." I said I was not going to pay because the lady did not finish my service. Then then said "he was not going to allow me to leave without paying." Then proceeded to CALL THE COPS. I left because I felt it was absurd and who shows up at my home a few hours later? THE COPS! Our hard-working cops that have to deal with real criminals have come to my house to collect the $20 for Hand and Stone Massage. I felt terrible for the cop and honestly very sad for the owner that must really need $20 if he was going to have an upstanding citizen arrested. So, with all that said, I have been made to feel like a criminal and had to pay for a service that I did not receive. With all the massage places out there, Massage Envy/Massage Heights/Zen Massage in Charlotte DON"T BOTHER going to Hand and Stone. You will receive much better service for a better price and won't be arrested. I look forward to filing a report with The Better Business Bureau and their Corporate...

I had never been here before-- I used a gift card I received for my birthday in November that I had been saving until now.

My appointment was at 3. I called at 240 to let them know traffic was worse than expected and I would be 2 mins late (my fault). the receptionist said that was fine and no problem. I got lost in South Park mall traffic and could not find the place. at 307 I called saying I was lost and had driven around the area twice and still could not find it (again, my fault). She tried giving me some directions and said no problem just come on in. no mention of offering to reschedule or anything, just said it was fine and to come on in.

When I arrived, I was visibly upset and flustered on the verge of crying. I arrived at 312, She said no problem, did the WHOLE intake again (which I had already done when booking). Again, no mention of rescheduling. The massage therapists takes me back and does the same questions AGAIN. finally we are about to start at 320 and NOW for the first time the massage therapists lets me know we only have the remaining time left for the massage, which is only 30 mins out of a 50 min massage that cost $150.

I was so upset the entire massage I cried on the table the entire time and did not relax at all. I am so disappointed at the lack of communication at what is supposed to be a "luxury" facility. Even doctors offices give you a 10 mins grace period. I expected to get at least 40 mins. There were 4 separate opportunities to let me know that my time would be truncated and to offer to allow me to reschedule, even at a fee. The parking situation is terrible and there is no signage to indicate where to go for a brand new customer. I fully accept that it was my fault for being late and getting lost (trust me, no one is beating myself up for that more than me). But I would have expected some degree of communication about my options before being charged full price for essentially half the experience.

I would not spend my money here again. $150 is crazy for this experience. I wish I hadn't...