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

Let me start with the fact that I went in with a gift card with a value of $119, and I scheduled my very firtst appointment, so I used the introductery offer. The introductory offer was $79, so I added deep tissue for $15. Girl at front desk was very sweet, she took my gift card before I went in. I got in the room and my massage therapist informed me there would not be a deep tissue, she does not do that, and said they should of called me that morning. I never got that message, and I only found out because I brought it up. I went ahead and had the massage, although it was very nice, and she was fantastic, it's not what I signed up for online. They put me with whoever was available and I was told they all do deep tissue, but some are not as good as others. I finished with my massage, left my girl a nice tip, even though things were not going as planned; NOT HER FAULT! When I went out to get the remainder of my gift card the girl began to immediately sell me on a monthly membership, and that it would be the only way I could get back the balance of my gift card! I was VERY CONFUSED by this. Anyway I did end up getting talked into a membership for $79 a month which would provide 1 facial or massage a month at the introductery price (???), and was told she would add the remainder of my gift card to my account. I checked a couple days later after a friend of mine went in for a massage, and spoke of her bad experience where they weren't going to honor her gift card because they said it expired in November (THERE IS NO EXPIRATION DATE ON THE CARD), & the remainder of my gift card was not added to my account. I was SO MAD I called immediately and canceled my monthy membership, that wasn't even due to start until January 16, and explained that I was EXTREMELY unhappy with how they do business, and wanted my account canceled immediately! Called 2 days later, which is today, because the membership had not been canceled, and "Hannah" wasn't about to let it go and continued to try and sell me after I explained, yet again, with why I was canceling, and she preceded to give me a whole different explanation on why they keep the difference, it's by service, didn't matter that the person who bought (and paid their hard earned money) the card, paid them $119 and they were going to keep the difference. Hannah kept trying to talk over me and keep me on this monthly, I finally said very assertively "I don't want to hear it, cancel my account" she said fine and hung up on me! I am still waiting on confirmation that my account will be canceled or has been, it still is not showing canceled online!

I AM JUST LETTING YOU KNOW, these people that own this place are obviously horrible, and cheat people out of their money. The girls and the therepists as far as I know are very sweet, and unfortunately working in a bad situation! I highly recommend you go ANYWHERE ELSE BUT HERE!!

So unfortunate that such a generous gift given to me by my dear friend, turned into such a negative experince. She too will not be going back, she will be going to the Dublin location on a permanent basis now, says they are...

Rating you with one star is to much. Its a rip off and also not organized with the schedules. For the money you are paying you can get better service at other places. Never like Zen Spa facials. Had issues since the first time I went. I called days before reserving for a afternoon 1pm, I got scheduled and confirmated. The day of my appointment got a msg saying that I was gonna get charged a late fee of $25 for not showing at my appointment in the morning. When I called I told her that I reserved for the afternoon and not in the morning. She said you are booked for 11:15 am. I told her my appointment and confirmation msg is for 1pm. She told me that at 1pm somebody else was booked. I told her how can that be possible when I did that ahead of the date and I received a confirmation. She didn't have an idea of what was going on. She booked me then the same day at 3:30pm which changed all my plans for the rest of my sunday evening. So I went personally, I showed her my msg of my morning schedule because by phone seemed like she didn't believed me. She still told me she didn't have an idea why I was double scheduled that it might be the system. A month after, for my second visit, I called to cancel my appointment because I wasn't feeling well with cold syptoms so I didnt want to expose the staff members before getting covid tested to be sure and the host told me either way I would be charged for a cancelation fee of $25.00. I told her even that I paid $65.00 for the facial five days in advance!!?? That's not fair! I told her how is that posible that they would be charging customers with this covid situation if it was a risk of me going with syptoms. She didnt care about it and did no action at all to make an arrangment. For the next time... I should not been honest about my health issue and just act irresponsibly and go to my appointment which I already paid in advance and expose...

If I could give this location zero stars I would. To start off I booked an appointment on February 2nd for February 12th to receive a couples massage and was very excited given that it was Valentine’s Day weekend and I was surprising my boyfriend. I received a call that week of our appointment to let me know that one of the masseuse had a family emergency but they had another masseuse lined up. Days before our appointment I received another call stating our appointment had to be cancelled because the masseuse they had as a backup tested positive. At this point I was still understanding of the situation. The desk clerk said she was going to call a masseuse and most likely have us scheduled for the following Saturday. I did not receive a call back so I had called back a week later to follow up and got the run around again saying they still hadn’t called a masseuse and would get back to me but I never heard back. I then received a text message of our appointment reminder days ahead of the second appointment and another text a day ahead of the appointment so I figured the situation got resolved and they had booked our appointment. The day of, an hour before our appointment I received a call stating they had us on the books but due to staffing we had to cancel AGAIN and I had explained my frustration to the desk clerk and she said she would give me a call as soon as she spoke to her manager right after our phone call and I never got a call back! It has been very stressful and such an inconvenience. This is the most unprofessional experience I’ve ever experienced and I would not recommend booking here. There is no follow through and such a lack of quality...