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

I’ve been a customer since they opened this location but am finally leaving. Employees are super nice but the owners have issues taking care of clients. I’ve finally had enough. They fraudulently charged my credit card on an account/membership my husband never even signed up for? They used my card which I did not authorize and charged 8 sessions!

I went in for a facial 2 weeks ago. I told tech I wanted to upgrade as I was sure I had some extra sessions on my account as I had seen the charges come through on my bank. She checked and came back to share that the front desk checked & I had no extra sessions? Red flag. After the facial I had them look & sure enough the charges were on my husbands account. It is now almost 2 weeks later & we are still waiting on refund for 8 charges they fraudulently charged. We shut off the card they fraud charged us so who knows when we will actually get our money back!!?

I have been a customer for years so this makes me sad. However, enough is enough! I’ve had multiple issues since day one. Even making the first appointment was a nightmare. Communication is horrible with owners.

I purchased a Nuface unit that quit working & it took them a month to replace it? I found out later the reason is it was expired!!? So they made me wait until they could figure it out with the mfg,? It was a Christmas present. I had to call multiple times, stop by the store to get it resolved!? Why not just give me a new one? And why are you selling expired units anyway??

Their massage therapists often don’t want to do the upgrades. Multiple times I have asked for a hot stone, cbd or other massage. However once you get in the room they don’t want to do it? The last massage I got the woman chose to do her own thing & only did my legs? Nothing else? I had asked for a completely different massage. Theresa was amazing but now is gone.

They have also cancelled multiple times only a couple hours before the appointment.

I will miss Mandy for my facials but hope she goes somewhere else and I can find her.

I think the core issues here are the owners. I’ve met them & they are nice people. However, they are absentee franchise owners. They don’t empower the staff to make decisions or solve issues. The staff always have to go through the owners which communication is horrible & it’s excuse after excuse.

The fact I don’t have a refund yet for all of the fraud charges is ridiculous. They made us come down physically to the store to sign a cancel form even though my husband had never signed up for the recent membership & I never authorized my card to be used?? We did that on Thursday. Still no refund and it’s Saturday. Tomorrow it will be TWO weeks it’s taken them to process a simple refund for something I shouldn’t have been charged for. Tired of the excuses. Time to find a new place to take...

Me and my husband scheduled a message for our 2 year anniversary. We didn’t get to celebrate our first anniversary so we were really looking forward for this year’s celebration. I was with a lady and he was with a guy. The appointment was at 8:30 am and because of traffic we arrived 7 minutes late. My husband’s masseur was waiting at the door for him and as soon as he walked in the room he had a terrible attitude, like he definitely didn’t want to be there. When I asked my husband how the message went he told me the masseur only did his neck and back, when it was supposed to be a full body massage. I asked why and apparently my husband asked for him to focus more on the lower back because he was only focusing on the sides of his back, so the masseur made him choose between massaging his legs or just doing the lower back ??? My husband said lower back since he hadn’t worked on it and that was his main discomfort spot. Also he told me the guy was extremely rough. He had to hold his breath anytime the masseur put pressure in his back. This was supposed to be a “relaxation “ massage. My masseuse arrived 30 minutes late to my appointment which was at 8:30 as well. I know traffic can get really bad but once she arrived I was expecting for her to at least excuse herself and apologize for the delay, but that didn’t happen. We were 7 minutes late and in the first 5 minutes they called us to ask if we were gonna make it or not. If a business is that strict and punctual with their costumers, I would expect the same for the employees. Especially since they are penalizing costumers if for any reason they don’t make it to the appointment.

My message on the other hand was really nice. She did a great job and worked all of my body, from head to legs. I’m extremely disappointed and mad about my husband’s though, since I did this more for him than myself. I also paid and tipped in advance, if I had know his was that terrible I wouldn’t have tipped his...

I just cancelled my membership after a very frustrating experience. I want to warn others to be extremely careful when sharing packages with other people. I shared one of my packages with someone, and somehow my card ended up on their file. As a result, I was charged for their membership for multiple months without knowing.

When I finally noticed and brought it up with Kristen last week, who is the office manager, she initially said she could refund the charges. But when I followed up after the transactions posted, she changed her stance and told me the other person would have to refund me directly, which makes no sense. Once the charge is made to my card, the business should handle the refund.

To make things worse, I was charged twice this month again ($79.95 twice ) and ($69.95 twice before the service increase), even though I didn’t use the services, because I don’t usually go for a facial every month. The price also went up from $69.95 to $79.95 without proper notice. They said it was emailed, but I never received it. They also claimed there was a sign at the location, but I don’t go in every month. If they can notify us of appointments, they should also be notifying us of price increases the same way.

What really disappointed me is that Kristen didn’t seem to care or take responsibility. I honestly believe that if this had happened to her, or to a close friend or family member, she would have found a way to make it right. But in my case, she acted like there was nothing she could do. That lack of empathy and unwillingness to help made the situation even worse.

In total, I lost a significant amount of money, very frustrating situation. I still have three packages left, but I decided to cancel my membership due to Kristen’s poor handling of this situation. Again, be very careful if you ever share your packages, your card could end up paying for someone else’s membership, like...