Hand & Stone Massage and Facial Spa — Attraction in Portland

Worse than Delta airlines, and possible fraud. Here's why:

I didn't think a Portland business would stoop lower than Delta or United airlines, but this one, Hand & Stone, certainly hit rock bottom for nickel and diming, being untrustworthy, mishandling personal credit card information, giving bad massages if you decline any of their expensive add-ons, and the having the worst customer service thought possible.

Poorly operated and managed, Hand & Stone gladly took our membership payments for months but failed to provide services they promoted then they tried to scam us by making a second credit card transaction in the month. Raven, by the way, it's a federal crime to commit financial fraud.

They push add-on services hard, during facials and massages, while they have you boxed in.

They ask, verbally at the front desk, for additional tips.

They use manipulative tactics to charge for add-ons. They will stick you with the bill after forgetting to communicate that a basic part of a service was apparently an add-on, not part of the package. That's how they make up for seemingly low prices they promote.

If you decline any of their expensive add-ons, which they keep asking for during a session, they will provide a very low quality massage.

Oh wait, there's more.

To cancel, which they promote as penelty free, they will at least attempt to charge you.

They actually requested my approval to charge my credit card a final time, though we'd get nothing in return. Raven, the office manager, even said, "I'm just following policy", when I asked what she was going to do when I confirmed my personal credit card they have on file.

No online appointment bookings available (hardly difficult to do these days, right?), so being on hold for 10 minutes each time we booked an appointment was on us, but pretty much on par with their idea of running a junk enterprise.

And after trying to be members for severbal months we had to cancel.

There are so many great practitioners running an honest business that will get our hard earned money....

I can say with confidence that my massage was absolutely the worst massage of my life. My friend and I booked facials and the Himalayan massages but as soon as we arrived we were told the esthetician didn’t show up. They said they tried to call us, but neither of us had missed calls. No problem, they said they would comp us a foot scrubs. Great. We then get called back for our massages. I explained I was having pain in my neck and asked for focus on that area. The hour massage lasted about 30 minutes with a breakdown as follows- about 10 minutes on my left shoulder blade, 10 on my calves and then I was asked to flip o we where the remaining minutes were spent on my hands. It is worth mentioning that I almost got off the table multiple times from sheer discomfort. There was no technique nor standard pressure. The last 15 minutes of this experience was spent on the comp foot scrub. Needless to say, I was extremely disappointed that it took time from the massage. Also, and more importantly, the hot Himalayan stones were never once used. When I asked about them, I was told they weren’t booked for us. The icing on this 45 minute hellish experience was the aromatherapy. Let me advise you to save your $10 and buy yourself a bottle of essential oils. The aromatherapy at this establishment involved taking 3 deep breaths of oil rubbed on the massage therapists hand. That is all. I was incredibly disappointed with the entire experience from start to finish. My friend had a different therapist and the exact same issues so clearly it’s a corporate problem. Save your money and do...

Do not go here! The vibe is horrible and they are dishonest. I received an e-gift card for a 50 minute massage or facial from my boyfriend for Christmas. The part of the email that was supposed to have a gift card number was left blank. When I called to schedule the appointment, I was told it would be fine and that they could look it up by the email it was sent to when I arrived. I got there 10 minutes early to make sure this was taken care of. Upon arrival, I was met with a very hostile tone and was told they could not find it in the system. After over 40 minutes of dealing with this, a manager looked it up using the same email I had been giving the receptionist the entire time. I was then ushered back to my appointment and had less than 30 minutes of massage time. When I came back out to the the lobby, I asked them what they were going to do to make this right and was told there was nothing they could do. I told them I didn’t think it was fair that my boyfriend paid for a 50 minute massage and I got less than half of that due to issues on their end. They, again, said there was nothing they could do. I left feeling more irritated and stressed than I came. I felt they should have cared about my experience more and made it right, or at least told me that my massage time was going to be limited and gave me the chance to reschedule. I would not recommend this...