Hand & Stone Massage and Facial Spa — Local services in Hockessin, Delaware

I was disappointed. I do not have a lot of time and racked up many credits. I booked certain things online and as soon as I got there was told this can’t happen today due to time. Why then confirm appointment? It was the first time receiving the Diamond treatment, I chose the highest due again to time but she didn’t read that part and did something else. I understand it is a wet treatment but the serum was dripping through entire process into both ears, my d entire nasal passage and into my mouth. At one point she pressed my nose both sides and being mouth was closed, made breathing impacted. I get steam to open pores every time but not this time, this all seemed rushed, no support for my neck, and in sloppy and uncomfortable. Each facial I have had at H&S before was exceptional and this one with costing two packages was so unpleasant. I asked at start to please help with my eyes, feeling inflamed. She said treatment covers eyes. 15 seconds was on eyes. No eye glasses just tissues until led as well which was odd. Always get eye covers. Immediately after I asked what ultra that I chose had different than what she did. She replied, “you didn’t get that one”. I replied that I chose that and she reviewed the monitor and said “oh yea’” “well they didn’t send that to me”, the laughed and said “well next time”. Then she said “I want to review products with you because that is more important than what we do here” Finally she said I could get dressed but stayed in room cleaning up until I asked if I should go to a dressing room. It was the strangest facial but still a client. 😳 H&S is overall great but please ensure technicians are educated on client...

I am very very disappointed with the new management at Hand and Stone on Kirkwood. I joined here before COVID and regularly saw Nikki who is absolutely phenomenal. Unfortunately, since COVID like most businesses, they are short staffed so it became more and more difficult to get an appointment, especially when you were day Monday through Friday. Since I was having such hard time getting an appointment, I decided to cancel my membership. I worked with one of the girls at the desk to use up the many points that I had accrued before they expired, since I was having such a hard time using them. Last Saturday was supposed to be my last appointment. I got a call on Thursday telling me that it was the last day I could use my points and that I would be paying for it on my own on Saturday. As I had been assured by the girl making the appointments, as well as the person working at the desk when I was in last month for a massage, that my points would cover my massage and that they wouldn't expire by then, I was very upset and asked to speak to a manager. I was put through to the assistant manager who told me that there was nothing she could do for me and I would have to speak to the manager on Saturday so I had to cancel my appointment. On Saturday morning I tried a couple times to call and speak to the manager and was told she was away and that she would call me back but I never heard anything. I had been contemplating renewing my membership because Nikki is so good but after this there is no way I would even consider it. I'm very disappointed as this used to be such a good place to go...

It I could give them zero stars, I would. The customer service at EVERY hand and stone I have been to is poor. The front desk girls never know what’s going on. I had a membership: PLEASE DO NOT DO THIS. You pay this $ and NO WHERE ever had an opening. at once point I had 4 massages saved up simply because I could NEVER get in. I called the cancel my membership over 3 weeks ago. Apparently, this front desk girl didn’t know how to do her job either. Shocking. So I get a call last week or so, from another front desk girl, saying my membership had been cancelled bc I needed to update my acct info. I explain: no, I called and cancelled that weeks ago. She said she’d find out what’s going on and call me back. No call back. Which is fine, bc why are you bothering me at work abt something I called in about WEEKS ago. Now I get charged for the membership out of my bank account???? So which is it, hand and stone? lol I cancelled. Then you tell me it’s cancelled due to not having my acct info. YET YOU TOOK $ OUT OF MY ACCT YOU APPARENTLY DIDNT HAVE FOR A MEMBERSHIP I CANCELLED. I’m calling the BBB. It’s ridiculous with hand and stone EVERY TIME at EVERY LOCATION. Never fails. I have also posted this on fb with...