Hand and Stone Massage and Facial Spa

I had one massage here and it was very good. The staff was friendly and knowledgeable and the lady that did my massage did a great job. When I went to check out, I was offered the monthly subscription and I signed up for it. At the time I was not made aware of the cancellation policy. I requested a paper copy of what I signed however the staff person only gave me a receipt and that was it. She informed me that she would email the paperwork to me, however I never received it. I then called back 5 days later to cancel my membership as I did not want to spend that much money every month and the nearest location is over 30 minutes from my house. The lady seemed confused on the cancellation process so she put me on hold to check with her manager. She got back on and told me that she cancelled the membership and that I wouldn’t see any additional payments on the account. Fast forward to the end of the month and I show a charge on my card. I called in and they told me that they had no records of me speaking with the lady earlier in the month to cancel and that they charge you a full month prior to termination. Despite me explaining that the lady I spoke with specifically told me they wouldn’t charge me anymore and they still did - the best response I got was “sorry” and “what they said was incorrect”. No efforts were made to rectify the situation. In addition - when I went to cancel, the manager sent me the agreement paperwork via email - which I’m glad I finally got but it would’ve been nice to have this when I signed up. I will not be returning anymore due to how this situation was handled.

Ellie is the best! She made my experience very relaxing and peaceful. I was so comfortable and she did an amazing job on my facial. I left with glowing skin and feeling fresh. The spa is very beautiful and everyone was friendly and helpful. I loved my experience and will definitely book with Ellie in the future.

This is a review about how this company handles the cancellation of memberships, not anything related to the actual services. I haven’t had a bad experience here until I’ve tried to freeze, and now cancel my membership. The first issue I had was when I went to freeze it in December. They claim that their manager has to approve these requests and that I would get an email with a form that needs to be signed. However, after a week with no email and my next payment approaching, I called in again and asked them about the email with the form. They tell me I just need to wait a little longer, so I gave it another week or so, still no email. I call again, but this time I get some explanation about how the form is not actually required and that I shouldn’t worry and that my account will be frozen. So at this point, I was irritated and confused if I would even be getting any form to sign at all, as I am now being told that it’s not required. Then about two days later, I get a form in my email to sign about freezing the account lol I sign it and it’s all fine. Fast forward to today, my freeze is about to be up, but I honestly feel trapped in this membership and just want out at this point. I’m throwing away about 19 credits because I just want out of this mess with them. I call to tell them I want to cancel, I speak with Charity, and I’m still getting the same explanation process about how the manager has to approve the cancellation and will be emailing me a form to sign. I ask and explain to her that this is exactly what I went through to freeze my account in Dec., and there was a lot of back and forth about the form. I asked for a turn around time on when I could expect the email, but they can’t provide one. It’s all dependent on when the manager is there? I just think it’s ridiculous to tell someone that their cancellation request being processed depends on whenever the manager gets to it. It makes me feel like my request gets purposely put on the back burner to delay. Maybe for additional payments to come out of the bank? Because then she proceeded to tell me I would have to pay another final payment when cancelling, even though I have no intention on coming back to their establishment lol. This is kind of scam-like to me. The staff here need to get on one page about the process. Is there a form required? Is there not a form required? You guys need to work on your cancellation process and at least give your clients a turn around window. You never over promise and under deliver a client, but you have to at least give some sort of guideline to them. There is no reason why I shouldn’t receive the form within a few business days. Do these managers not have set schedules where they are approving these cancellations daily? I don’t see why it should take two weeks to get my cancellation email, but here I will likely be waiting around for one again. Not a good look and I’m seeing other reviews about the same thing.

I love this place!!!! The front staff is always so accommodating and kind. The massages are top tier and although I do not typically enjoy small talk, the therapists make conversation easy and comfortable! Bringing my family here has been the best gift idea, especially for my aunt with two little ones. Polaris always provides a calm, comfortable environment and its become one of my favorite spots!

Superb customer service at the Polaris parkway location. From entrance to exit, my husband and I were treated with a smile and kindness. We had a wonderful couples massage and look forward to going back again!

Sharing that I enjoyed a terrific deep tissue massage from Ismael. The pressure was beneficial to my tight muscles, helpful and healing. Charity at the front desk was most informative and professional, too. Looking forward to the next appt.

Wow! I have been having a serious stiff neck with lots of pain. Migraines included. I came in desperate for some kind of relief. I was met with two of the nicest humans when I approached the front desk. Once it was time for my massage Victoria came out to grab me. She was literally a bright ray of sunshine. I instantly felt so comfortable & like I was undoubtedly in good hands. The massage was easily one of the best I've ever had. Victoria not only made my neck feel better but we laughed so much. Needless to say I found my massage therapist & I signed up for the membership. Thank you hand and stone! I appreciate you all.

Hannah At the Desk did a wonderful job over the phone with getting me a great package for a couples Valentine’s Day message. Very knowledgeable and has led us to highly consider membership ! Thank you for great service and see yall soon !