Hand & Stone Massage and Facial Spa — Attraction in Philadelphia

Sadly I had the worst Hand and Stone experience at this location. I have had NuFace done before at the Walnut St location and at other spas and it has always been a lovely experience. I live closer to Grant Ave. so I came to this location instead. Ellie was my aesthetician and maybe it should have been a red flag when she didn’t seem to know what I meant when I described the treatment. Low and behold she began the NuFace treatment and it hurt like hell— I could feel every electric frequency on my face! After finishing the right side of my face she offered to stop the treatment so now I have a half lifted face. It seriously feels like I have a facelift on one side of my face. I want to reiterate that this was not my first NuFace treatment. Other times my face has been drenched in serum so that you don’t feel the electric frequency. I’ve never had a worse facial experience than this. I’m so upset as I was torn between getting a massage or a facial and decided to get a facial just to waste a package on this disappointing experience. The rest of the facial wasn’t great either. Ellie didn’t even extract my face (no one has ever told me I don’t need an extraction... I always need an extraction. It’s just my skin type) and she spent more time trying to up sell me on a damn pink Himalayan salt mask for $20. That wasn’t the end of the terrible experience btw. When I got to the front desk to check out, Emma asked me how it went and I told her the truth: it wasn’t great. I went on to explain that I’ve had this treatment done before and it’s never hurt like this. Emma had an opportunity to turn this experience around but instead she blamed it on NuFace not being fit for me. I’m going to reiterate again that I’ve had this treatment before at many spas (including the H&S Walnut St location) and it has always been lovely. Rather than just apologizing for the experience, Emma went on the defense and blamed it on the treatment. This is prime example of terrible customer service. Very disappointing. I’m planning to call my home location tomorrow and canceling my membership.

Update 11/23/19: This is literally the worst Hand and Stone location. First of all, they never answer the phone. Secondly, when I called today to push the appointment an hour because I was running late—the lady who picked up the phone (I think her name is Lisa or Liz) automatically said they have nothing available without even asking my name or asking who the aesthetician. When I insisted on giving her my name to check, she realized they do have availability and accommodated my request. Unsure why she didn’t just ask for my name/aesthetician to begin with. Finally, when I was checking out after my facial, I was standing right in front of the front desk person and she skips right after me to the couple behind me. When I asked why she did that, she said it was because she was already pre-checking them out before I came out. Not sure if that’s true but I found it rude that she didn’t even say “I’ll be right with you” or any acknowledgement of my being in front of her face. I’ve had a mixed bag of food and not so good service at this location but the front desk courtesy is always below average compared to other locations. I much prefer the Willow...

I arrived at Head & Stone Grant Ave on time for my birthday massage, and facial gifted to me by my very loving and caring husband. I was in the BEST of mood ever! Walked in wearing a crown because that day I turned fabulous 40 and felt SO blessed to have made it thus far (given everything that’s happening in the world presently). The staff at the front desk was lovely. This particular lady at the front desk chubby, Caucasian was very pleasant even the other customers all wished me a happy birthday. Upon waiting to be called I was able to hear the staff serving other costumers. They were all SO lovely. HOWEVER, when it was time for me to be served my massage person comes out and said Alana I said hiiiii (being in the best mood) she didn’t acknowledge me she just walked in the back and showed me my room. Then she ask in a very dry rough aggressive tone what are you here for I said oh girllll I am here for a massage because today is my birthday she then reply’s take your clothes off and lie face down on the bed. I said ok do I take my underwear off as well she said I can’t tell you that it’s up to you (same dry tough aggressive tone) so at this point I was like Lord please don’t let me allow this girl to spoil my day. She left said she’ll be back when I was finished I said ok! She knocked I said come in she then said are you not taking that jewelry off I said girl with these nails I am not even sure how to get it back on she said ok then I won’t be massaging your neck or shoulders (veryyyy aggressively). I nicely said to her sweetheart I think your being a little rough with me (in tone) she proceeds to tell me ok I am cancelling you now! Now mine you at this point I am naked on the bed. I was like WOW are you truly serious?! She said put your clothes back on and you can come outside. I was like honey today is my special day I really need this massage I was just asking you nicely to be a little less aggressive. She stands at the door looking right through me. I ask to talk to someone else or get a replacement and she said no one is coming in here to talk to you. WOW! She walks out. I changed my clothes as I was told go out to the front counter. Got there and she is YELLING at me and the front staff (the same nice chubby Caucasian lady). The lady proceeds to take me in the side office behind the counter to talk to me. The massage girl was told to please give us a minute she then badges in and tell me I am looking to get something free that’s why I am saying all these things 🥺🥺🥺🥺🥺🥺🥺 I was like What in the whole world is going on here. She was even extremely disrespectful to the front attendant while other customers was there. She proceeds to tell me she’ll be nice and give me back my money! Listen!!! I am FURIOUSSSSSS. I am also a business owner and I would NEVER have someone so damn disrespectful represent my company’s morals and values.

I am STILL waiting for a Manager to call me almost three weeks later! I love this place but I would NEVER EVER go back there and I have been telling all my Customers, friends, family to avoid HEAD & STONE! If I could have given a -0 star I would.

Distasteful...

I was in the area and I noticed this franchise was there I stopped in to see if I could join but I did explain that I did not live in the area the people there were so anxious to get me signed off that they said oh you can just go anywhere no problem but you actually have to pay to transfer your services and I really not supposed to go other places you can only use three services in one month. Also they told me I can cancel anytime at no obligation. I told them back in October that I needed to freeze the account until further notice because I had so many unused services they said oh no problem they did not tell me I was only going to be frozen for three months. So then I call to find out about what is going on with my account and they tell me I'm past due. When I say I'm ready to cancel because I don't like the fact that they just unfroze me and didn't even tell me they say why you can't cancel until you make that payment. I asked to speak to the manager and the person said they will just tell me the same thing and would not put the manager on the phone. It makes absolutely no sense that I can't cancel my membership and payments will just keep accruing until I make January's payment while my account was supposed to be frozen anyway. The lady even continued to say that they would also charge me for February's payment even though it wasn't due for another week. The facial I got there was very poor service the lady did not ask me any questions and I do not feel she went off of the survey that I took prior to getting the facial. I will look into my records to see who actually did the facial so I can give her a poor score as well. I do not recommend this company at all and I will be moving forward with the Better Business Bureau because they do not do good business especially the office on Grant Avenue in Philadelphia. As I live in newtown now and will also do a review on...