Hand & Stone Massage and Facial Spa — Attraction in Wilmington

Anyone who has a penchant to be disrespected and harassed then this is the place for you, especially if you are seniors. That is what happened to me when I tried to inquire why my credit card had been billed for a service previously paid for(services are always paid before leaving the premises anyway). I had changed my method of payment in August from credit to debit card. The service provided in September was applied correctly to my debit card. I want to say that the massage I received that day provided by Sade was absolutely wonderful. She is great. My husband, however, did not get a massage that day because his therapist of choice, Julie, was not available. On October 11. 2023 I noticed a charge on my credit card for the September service. Mind you the method of payment had been changed and the September service had been paid for. When I called Hand & Stone to see why my credit card had this previously paid charge applied to it , the "individual" became irate, disrespectful, unprofessional, and very uncivil. "He" told me that my credit card was always the card that had been used. He was not hearing me when I told him that I had changed my method of payment in August. I was told that "if you don't like it then you should just cancel your membership." The call was terminated when he hung up the phone. I decided to go there to see if someone who was in charge and not having some kind of an issue, personal or otherwise, could explain two things: why was my credit card billed for a service that had already been paid and why would that employee would be allowed to speak that way to a customer. There was not a supervisor available I was told. Dawn would be there the following day. I went the following day to speak to Dawn and I was told upon entering, before the door even closed behind us and without even uttering a word, Nico/Niko told me I would have to leave and I'm trying to tell him I was there to see Dawn, not him. He did not address that at all and kept telling me I had to leave and if I didn't he would call the police and I told him to go ahead and call and he did. He told the dispatcher that he was alone at the location and was being harassed(by two senior citizens mind you).The police did show up and tried to get an understanding which is hard to do when you have us standing outside the place and Nico inside lying. I cannot understand why anyone would find it necessary to call the law when I am the one who is double billed. I should have been the one calling the police for theft. I spoke to Bria who is the manager on 11/2/2023 and she "assured" me that she was going to "investigate" the situation and call me back. She said she would cancel our membership and refund $159.90. She has neither called me back with the results of the investigation nor has she refunded the $159.90 as she said she would. I talked my husband into getting massages together and we really did feel better afterwards and always looked forward to the next one. Bria told me we could keep the membership and go to another location. We would go to the Concord Pike location which is 3.4 miles from home and Bria recommended Kirkwood highway location which is 12 miles from home. Seriously!! Is this the best you can do? BTW Nico/Niko was not alone. My husband and I feel deprived of a service that was very beneficial health wise and all because someone could not contain themselves. The police officer that was called informed us that we are BANNED from entering ...

I usually do not leave negative reviews for businesses, but having been a customer here at least 2 dozen times I have found the level of incompetency at Hand and Stone to be unacceptable for the amount of money they charge for their services.

I have had massages at Hand and Stone many times. I was given a massage with hot stones and cold face and neck treatment from my boyfriend as. Valentine's Day gift. I declined the cold face and neck treatment. When I checked out, the receptionist decided to charge ME for the hot stone add-on and I told her it was a gift from my boyfriend and it should be put on his account. Then she said "no, he said to transfer the massage to your account." I said how can that be, I have not been an active member of Hand and Stone for years. She said "oh yes, you are an active member you just haven't used your account in awhile. Do you want to reactivate your account?" Ridiculous how poor the service is, they can't even keep the charges correct, then they have the audacity to asking me for more ways to take my money. I paid the $25 charge for the hot stones and left a cash tip for the massage therapist. I called my boyfriend that night and he was LIVID about this because they were supposed to charge HIS ACCOUNT FOR EVERYTHING. If this was a one time incident, I would let it go but they have messed up the charges many times which is why I no longer am a member. I will not waste my money with them. The incompetency of this company is unreal, I can see why they have frequent turnover of massage therapists and none of the good ones are there anymore. The only reason I give 2 stars instead of 1 is that there are a few good massage therapists I've had over the years, most of them are gone...

Don't buy a membership! I purchased a membership after my first visit, but after my second service I was very displeased by the unprofessional service I received at the Kirkwood Highway facility. I was told AFTER I paid for my second service that I had $15 in my account. I cancelled my membership after my second service and was told that I had to make another payment in order to cancel, so I reluctantly paid. I refused to go back to the Kirkwood Highway facility for my final visit, so I booked at the Concord Pike facility. My initial impression of the facility and staff was average. My hot stone massage was pretty good, except for the fact my therapist never brought me back to center at the end of my massage. Really? And she is licensed? When I went to pay for my service, I was told there was no $15 in my account, only my last monthly payment. Evidently if you cancel your membership, Hand and Stone pulls all the credits you had previously earned from your account. What a rip-off!!! I will never set foot inside one of these facilities again!!! They are unprofessional and will do anything to get your money without providing outstanding service. The fact they bully you into tipping for poor service is unbelievable. There are too many outstanding, highly professional massage places out there that give you exceptional service and tipping is not required. This is my second negative feedback about Hand and Stone. So run, run, run away (don't walk) from Hand and Stone. You'll be better off for it and you'll save a lot of time, money and...