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

The therapists were knowledgeable and did good work. However the customer service from management leaves much to be desired. I started the monthly service really looking forward to being able to make my appointments online for who I wanted and when I could have the appointment. But for some(still) unknown reason I haven't been able to access my account. So I made a appointment by phone. Wich isn't easy when you have odd schedules and have to wait for them to answer the phone. By then most appointments are gone. So I called the store I was told only a manager can help but she wasnt in. I left a message. A week later I called left a message then finally almost a week later I get a call back saying she would contact the IT and someone would reach out to me. That never happened. So TWO months go by and I give up I want out of the service but I cant access my online account and the front desk tells me they cant do anything without the manager WHO isn't in! Then I finally get the manager and she has nothing to say about the experience I have had but I" i will email over your cancellation papers "! No customer service at her level AT ALL!! But then i have an issue with my printer so i think no problem I'll drop in and fill out the paperwork there. So i call, guess what. Cant help without the manager and guess what again. She's not there! So I tell the man who answers and he apologizes and says he'll make sure they know. So finally I get a call 2 days later that my papers will be at the desk. And oh ya in the middle of all this I was told I wont be charged for December but I was so the manager told me she refunded it. But that's what I got for customer service at place that is to help...

Had the worst massage experience. Went in with high expectations of being relaxed and came out more stressed than when I first arrived! The music playing was much too upbeat for a supposed relaxing experience—think upbeat guitar like something you’d hear from a Spanish restaurant. I’ve never experienced this before in all the other massage spas I’ve been to. I requested a change in music right at the beginning: something more nature-y, like waterfalls and birds chirping, maybe wind chimes, which is what I would usually expect from a spa. She changed the music to something more new-age. An improvement, but not nature-y. After the audio track was over, it switched back to the upbeat guitar. This happened FOUR TIMES. She said she had music in a queue. OF COURSE it would revert if you have guitar music in the queue! Eventually, they just put the lobby music on, quite loudly. I only had an hour reserved, so all of these interruptions essentially shot my hour of supposed relaxation. With it being Mother’s Day and after everything that life has thrown at me, I was looking forward to this, and with the extreme disappointment, I couldn’t help but cry. To try to make the most of the situation, I continued with whatever was left of the massage, which wasn’t much at all. It was laughable. I would laugh if I weren’t crying right now, it was so ridiculous. The best they could do was offer a discount, which wasn’t much at all considering how expensive the massage is to begin with. I paid a lot for a whole lot of nothing. Unless if you like twang in your relaxation music (because it really seemed like they preferred that music in the room), stay away from this place....

My massage therapist thought I wouldn’t notice that she was massaging with one hand while she was ON HER PHONE throughout my massage. When you are naked except for your underwear and lying face down on a massage table, what would you know? I suspected what was going on but didn’t get up when I first noticed the one hand light rub I was receiving for an extended period of time. I thought that couldn’t be what was happening because of how unprofessional and ethically wrong that would be. It wasn’t until I turned over onto my back and she kept up the one hand “massage”, that I moved to allow the cloth over my eyes to shift enough so that I could see. I saw the glare of her phone screen. A few minutes later, I moved again and saw the phone on and in her left hand. When I kindly asked her about it, she gave multiple excuses knowing she had been caught. She told the front desk I was “dissatisfied with my massage” so I wouldn’t be charged. While technically that was true, she left out the part about why. Since when is it appropriate to be on your phone when you are giving a massage? Was she taking a video/pictures? I had brought my daughter in to have her first massage thinking that I was booking at a reputable chain. My daughter said her massage was nice, but the whole experience left us feeling gross. So disappointing! I gave it a few days to see if they would be professional enough to follow up and there has been nothing. Would...