Hand & Stone Massage and Facial Spa

Completely disappointed in their customer service. Will never be back or recommend like I have done many times! I had a membership for almost 2 years. I stopped my membership because the massage therapist I loved left. I have since sent my son twice for facials. The first time went well. The second time they pressured him into signing up for a membership with my credit card as soon as he got home I made him cancel the membership but they didn’t cancel the next appointment or even ask him if he wanted to keep it therefore I was charged 1/2 of a visit charge because he didn’t show up. They gave a lame excuse that they called him and explained the fee. He really didn’t know what to say I think he was intimidated. He is still in High School and isn’t used to situations like this. I went to the spa and asked why I was charged when he called and canceled the membership same day. They just said this is their policy. Well the policy should also be that you shouldn’t sign someone up for a membership without getting permission from the actual person who’s name is on the credit card. They have lost a repeat customer over $69.00. I will also tell anyone who asks to not go there because of the poor customer service. I hope $69 dollars is worth a bad review loss of a customer !!!

My advice to everyone on this platform...just don't do it. There are many other ethical providers of these same services throughout the city and in Madison city who still believe in customer service, won't confuse you, and will take the time to have a conversation with a customer. Why do I say that you may ask? Here some things to consider before entering into any agreement with H&S. They will attempt to put you into a monthly payment for services whereby you can accrue prepaids until services are rendered by appointment from which they can draw. On more than two occasions, I had a scheduled appointment only to have them cancel and was told it would be 6 weeks before another is open. This is because they overbook. So, people have gamed the system now to double book and cancel after one is honored. Another customer actually recommended I do this. On one occasion, I showed up in the office and was told they had to cancel. This happened in consecutive months. In the summer of 2024 after another cancellation, I asked to terminate the membership along with the recurring payments. Desk person said only the manager could do that. So I said, "I'm busy what are the options?" "We can suspend your account", he said. "Okay, let's suspend the account and have the manager call me", I said. Never heard back from anyone. Then, in Jan 2025, I get a message stating that I owed money on the account back to when I suspended. Keep in mind, I've scheduled no services, nor received any contact from the business. So, I called and they said we owed payments. I said there is no way because the account is suspended. I asked to speak to the manager..."manager is not in right now". Please have them call me. It's now February and we are entangled in the same death spiral and no one will call me but apparently, H&S believes they can continue charging a customer without their consent. Brilliant business plan to get you entangled into a contract that keeps their revenue coming in, while providing you with absolutely zero service. I would advise everyone to put some thought before doing business with H&S...there are other and better options.

I was given a massage as a birthday present. The staff was lovely and accommodating and Grace made me feel relaxed! After the massage, the staff mentioned the monthly plan. Typically I would never be interested in something like this but the prices are affordable and sometimes you need to pamper yourself. I have been going back every month for about 5 months now! I go to Grace each time because for such a small lady, she is able to provide the deep tissue pressure that i need. Grace also lets me dictate whether or not I want to talk during my session. All in all I leave there wishing that I paid for more time! Go here! You won't regret it!