Hand & Stone Massage and Facial Spa — Local services in Happy Valley

Overall negative experience primarily with the management team both Holly assistant manager & Kayla manager of this location were unprofessional, rude & disrespectful. I have never received such terrible customer service in general until dealing with this company. I had received a giftcard for a prenatal massage as a gift and was r/s twice at a different location so I didn't want to use the gc there in hopes this wouldn't happen again (I have been waiting since December & was comp'd for my inconvenience). I scheduled back in March at Happy Valley for a prenatal massage and was called on the 17th to yet again reschedule that appt as well. R/s'd for April 6th & I was a bit frustrated so I just asked if in the meantime a manager could give me a call so we can work something out. 3 weeks later still no call so I called back to check & they told me asst manager was on vacation for 2 weeks (not sure why Manager couldn't call at that point) and would give her the message. Fast forward to the day before my appt front desk calls to ask if I can r/s yet again for a different time Instead of date this time as massuese had a personal matter to attend to rather than keep my scheduled time. I mentioned I still did not receive a call from manager and will not confirm my appt until I speak with someone. I received a call & message same day threatening me that if I don't show up they will charge me 50% and acted like i was demanding a free massage for my inconvenience. I do not see an issue asking and if she was kind and professional we could have worked out an upgrade. I will mention I am 32 weeks pregnant and cannot have all of the upgrades as certain senses and massges are not recommended during pregnancy, also I have a toddler to make arrangements for, live 45 min away & at that point stressed out & didn't even want to go there anymore. When my husband called to speak with Holly she was rude & unprofessional and when asked if manager is available it got worse from there. The manager, Kayla, was disrespectful and basically called us all liars as she didn't see that I had been r/s multiple times in her system and that no location would comp us for services ever. Also she stated she will be seeing the manager of the other location that night and will discuss this issue. I made arrangements to come at a time that was convenient for them & did not receive an apology for any of it. In fact Manager didn't even speak to me even though she was there and did not make sure that I received an upgrade of any sort. Please don't use this location if you can help it. I can easily say I will never be back there or any Hand & Stone location ever.

Update: 11/7/22 over 7 months later and I still have not received a call back from regional management like requested. Absolutely zero accommodation made by any of the staff and not even a comment from the company on...

I scheduled a massage two weeks ago and the receptionist scheduled me for yesterday, April 12, 2024, at the Happy Valley, Oregon branch. Since I have two jobs it’s really hard for me to get a day off so I was looking forward to getting my massage at Hand & Stone. I received an email and also a text to confirm my appointment and read their policy. No-shows or cancellations will charge their client. I woke up early so I could be on time but ( 9:00 a.m). I was at the parking lot already at 8:41 a.m. yesterday and I received a text saying that my massage therapist called out and that I needed to reschedule my appointment. I was so frustrated and was sobbing when I talked to the receptionist. I told them that this was not fair and so unprofessional to text their client last minute after driving almost 18 miles just to get my massage. The receptionist transferred me to their manager name Darci who was also the one who texted me that my appointment was cancelled. She was very apologetic and asked me when was the best time for me to come in and told her that I was free on Monday, April 15, 2024. She put me on hold and said she would check if one of their massage therapists was available. She told me that someone might do it named “ Amanda on Monday but she was with a client at that moment so Darci the manager said she would give me a call back that day ( April 12, 2024) and let me know if Monday is confirmed. Unfortunately, I never heard from the Manager, Darci all day yesterday. I even called twice and the receptionist told me they would message Darci but again no phone call from her or text. I called Hand & Stone Massage again today three times and talked with One of their receptionists, (Megan) who told me that she would send a text to Darci on her cellphone to let Darci know about my concern but again never heard from Darci. I have 3 or four gift certificates that I haven't used and after all this mess I want them to just refund ALL MY GIFT CERTICATE” and go somewhere else. I will make sure to let my friends and family not go to Hand & Stone Happy Valley Branch. I was expecting the Manager to take care of this issue but she never called me back at all even though her staff sent her a message. This place needs to close because they don't know how to take care of their clients and are very unprofessional. They just want people to be a member but once you become a member you cannot get a schedule or they will cancel your appointment last minute ( 18 minutes before the appointment). Ease go somewhere else and don't waste your money at Hand & Stone. I would appreciate it if the owner could give me a call or set a...

I scheduled appointment online; selected hot-stone massage and it gave me available times. I had to schedule out further than I wanted but figured it would be worth it (scheduled on Sunday for that Thursday). Wednesday I received a call while at work and they left voice-mail. They stated who my massage therapist would be but he isn't trained in hot-stone massage and asked if I wanted to reschedule with someone else or add some other feature. I didn't want to schedule out any further so said a regular massage would be fine. I was scheduled for 8:00 pm and they said he had a cancelation and asked if I would like to come in at 7:30 pm. I explained that I work til 7 so want to keep my time. Thursday I received an email asking if I would like to reschedule to 7:30, I replied no. Thursday, day of appt., I received a text asking if I would like to come in at 7:30 so I finally just agreed. When I met my massage therapist, he asked specifics about what I wanted. When I explained about a spot in the middle of my back, he kept Interrupting and stating it was on my right. I finally got his attention that it was in center. When I filled out all of my pre-appt paperwork, I selected it was for pain and tension and purposefully didn't select relaxation. We agreed it would be full body with extra focus on neck, shoulders, and upper back. The "massage" I received was like when you ask your boyfriend for a massage, just lightly rubbing around for the most part. He spent like half the time walking to and from counter where his oil was and must have used a half bottle on me. More time ended up being spent on the right where he apparently still decided is where my one spot was. He started rubbing on one leg and said there was 7-8 minutes left and asked if I wanted my legs done or roll over and finish my shoulders. I ended up making an appointment at my usual place on Saturday where I get what I schedule, the massage therapists can tell where problem areas are, and they always get the WHOLE massage completed within the scheduled time....not to mention that I can get a 2-hour massage for the quoted $180 50-minute...