Hand & Stone Massage and Facial Spa — Local services in Chamblee

I am a Hand & Stone Member and I have been to several in GA and various cities/states. I usually have great experiences even when my massage itself wasn't so great which is rare, but it has happened. On this occasion (Sept. 2), I booked massages for myself and two relatives. The female who greeted us was very friendly and so too was my masseuse. The compliments stop here.

My massage was "okay" at best. Maybe she was new or her style just wasn't completely my style. Anyway, I liked her personality...extremely friendly. But a mediocre massage isn't the worst part by a long shot. In fact, had everything else gone "well", I wouldn't necessarily have a problem with this location. Yet that is not the case.

When my massage was over, I came out to the waiting area to find out that one of my cousins NEVER went back to get her massage. Allegedly, her therapist "passed out" before calling my cousin back and ended up leaving work. Not in an ambulance, not escorted by anyone else, just walking slowly out of the spa. My cousin said it took the person waiting at the reception desk (not the same one who greeted us) almost 10-15 min to come and tell her what was going on.

They didn't offer her another therapist or another treatment although two employees were sitting together behind the desk the entire time she sat waiting for us to finish up. It was not busy at all while we were there. Two people sitting behind the desk while a client wasn't being serviced is unacceptable.

My cousin just sat there idle for an hour while we were being seen!!! Ridiculous. She happened to be in close proximity to one of the hanging waterfalls which started DRIPPING on her head and ruined the middle of her hairstyle. She was offered a TISSUE. Not a towel, but a tissue.

When I finally came out, my cousin, NOT ANYONE from Hand & Stone told me what happened. They gave her a small free sample bag!!! I am the member & I booked the appointment. They were charged to my account and you never address me? My cousin was from out of town which is the reason why we were even getting massages on Saturday. Had I been informed, I would have gladly given up my massage so that she could have one.

When I went to the desk for information the young woman and young man, (didn't get their names) but the male had dreads, braids or twists and he and the young woman were both African-American. I hope that helps identify them bc they did not do a thing. They did not apologize. You simply do not put people at the front desk who lack customer service skills. They did not offer to remove her massage from my account, but I will be calling on Tuesday regarding that issue. Heck, if I had not addressed them, they would have said nothing as we walked out of the door.

This was the WORST experience I've had at any spa including Hand & Stone. I wish I could have given this experience a negative star rating...in no way does it deserve 1 star.

I will not return to this location again and suggest you save yourself the headache and schedule your appointment at the Sandy Springs location, which is where I normally go, but they were booked. Again, I will definitely be following up on Tuesday, but could not wait that long to post...

The first couple of times I went to this location, I absolutely loved it! The front desk receptionist, Zach is amazing! In fact, he may be the only reason I continue to patronize this particular location, other than the fact that it's closest to my home. My last three experiences have been completely horrible. First, the physical therapist assigned to me barely even touched me. It was more of a just brushing her hands on my body than a massage. Like literally no pressure at all. She then rubbed on my face a lot, which was awkward, especially because this was not a facial, but a full-body treatment. After the treatment, I was asked how it was, and I was brutally honest about the experience and asked to never be assigned to that individual again. They then gave me an upgrade on my next treatment which was sub-par at best. The next time I booked service, I was treating my cousin to one at the same time. Upon arrival, they had me booked with the same individual that I asked them never to assign to me again. smh To rectify, they suggested giving this person to my cousin and assigning her's to me. WHY WOULD I WANT MY COUSIN TO HAVE THE SAME HORRIBLE EXPERIENCE THAT I DID WITH HER?!?! Long story short, I ended up not getting a treatment that day because they were "booked solid". Because of the inconvenience, they offered me an upgrade to a hot stone treatment on my next visit and threw in a hand massage. Which brings me to my most recent visit...the massage itself was nothing to rave about. However, my issue was that my regular treatment (60 minutes), hot stone upgrade AND hand massage were still only 60 minutes total! This means my regular 60 minute full-body was obviously cut short for these so-called "upgrades"! How do you upgrade to a free hand massage, but it cuts into my 60 minutes that i actually paid for!? That means that I didn't get 100% of what I paid for! I don't know what is going on with this location, but it has changed from when I first started going in Aug. 2017.

The insane thing is...I will STILL go back because of how pleasant Zach is. He really makes the experience better, even with their missteps. Call me a glutton for punishment, but I will likely give them...

I had the most incredible experience with my massage and facial today! From the moment I walked in, the ambiance was soothing and tranquil, setting the perfect tone for relaxation. Macala was absolutely amazing—she took the time to understand my needs and worked out all the tension in my neck, back and shoulders. It felt like a complete reset for my body! Macala truly made my experience exceptional. She really took the time to listen to all of my concerns and made sure I felt heard and understood. She even played my favorite relaxing music, which created the perfect atmosphere for me to unwind. It’s the little details like that, along with her thoughtful approach, that made all the difference. I left feeling completely relaxed and cared for—thanks, Macala, for going the extra mile!

Then, the facial was beyond luxurious. My skin feels so refreshed and rejuvenated—it was like a mini vacation for my face. The products used smelled incredible, Lael was so knowledgeable, tailoring the treatment to my skin type. She took the time to not only introduce me to some amazing products but also really educated me on how to incorporate them into my daily routine to get the results I’m looking for. Her knowledge and personal approach made a huge difference, and I left feeling empowered with new tools to take care of my skin at home. It’s rare to find someone so dedicated to helping clients achieve long-term results—thank you, Lael, for going the extra mile! I even woke up with my minor breakouts completely gone. My complexion has never looked better!

Overall, the service was impeccable, the staff was friendly, and the whole experience left me feeling pampered and rejuvenated. I appreciate Aaryn taking the extra time to inform me about the membership program, which was super helpful and something I didn’t even know I needed. On top of that, she surprised me with some lovely free goodies, which was such a thoughtful touch. Her attention to detail and genuine care really made the whole experience even more enjoyable. I can’t wait to come back! Highly recommend this place to anyone looking for a truly relaxing and...