Hand and Stone Massage and Facial Spa

Had a 9am apt. for a 1 hr Swedish massage. It was a birthday present for my son as it was his first time getting a massage. The location opened at 9am. They never sent an email to state they would be open a few minutes early for first customers. We arrived at 9. It took about 10 min to fill out paperwork. They took him back at 9:15. Next thing I know my son is calling his dad and I to pick him back up at 9:50. Stating his was done though we paid for an 1 hr massage. I could even understand the 10 min but literally they really only provided a 35 min massage which I was very displeased about them cutting his experience that much. I will not be returning/making a reservation at the Brandywine location again😡.

I have been a dedicated customer at Hand and Stone Massage and Facial Spa in Brandywine and expected a level of fairness and customer service that reflects that. Unfortunately, my recent experience was highly disappointing. I was scheduled for an appointment at 1:15 PM but came down with the flu, as did my child. Out of respect for their time, I called to reschedule, fully expecting some flexibility—especially as a loyal client. Instead, I was charged a cancellation fee with no option for compromise, even though my situation was unavoidable. When I called to speak to a supervisor about this policy, I was denied access and met with an unprofessional and unhelpful front desk staff. As someone who values good customer service, I find this unacceptable. Businesses should recognize and appreciate returning clients, not nickel-and-dime them in situations beyond their control. I hope management takes customer loyalty more seriously in the future because after this experience, I will be reconsidering my patronage.

This company should not be in business if they are going to make it hard to cancel a membership. I called two months ago to cancel my membership and was told it was cancelled. I was told I would be charged one more time since it takes 30 days for the cancellation to go through which would give me one more credit to use. I went on the app today to try and make an appointment to use my last credit and see that I will be charged again this month. I called the spa again and was told that they didn't know what happened, but I would be added to a list that would be provided to the manager. The manager (Tony) was not in the office at the time. After searching the world of google to find out more about cancelling this membership I found out that you have to have a cancellation form that is provided to the spa where you set up your membership. That information was not provided to me. It doesn't appear I can just get the form online to fill out and send so now I have to take time out of my day to go to the spa to ask for the form in order to cancel the membership.

My initial visit did start off as I would have hope. I showed up a few minutes early because I knew I would have to fill out paperwork in order to start on time. I got there about seven minutes early. The young lady that answered the door allow me to come in, was not as pleasant maybe because I was early which she should’ve just said with a smile “sorry but we don’t open up until 10am Which I would’ve been perfectly OK with I just didn’t want to show up when my appointment supposed to start which was at 10. My apologies if I’ve caused the office any inconvenience for showing up a few minutes early for my appointment. Also by you all having a strict cancellation or no-show policy I was just trying to avoid any confusion or lateness and respect everyones time Any lateness would’ve been on my part. maybe going forward you all need to tell people to show up exactly at 10am. During the time your session starts, that would include you filling out paperwork, which may go into your session time… Which makes no sense….if your doors are gonna be locked then maybe your staff would be grateful and not have such a demeanor that was not quite as welcoming as it would’ve been, if the doors were open when I arrived. I didn’t realize that you all opened at 10am until she said to another coworker seven minutes early and it didn’t dawn on me that she was talking about me until when I got home, I checked the time that you are open on Sundays which is 10am..so it all makes sense of why she wasn’t as welcoming. But my massage was good. Thanks

So disappointed. I have been a long time member of Hand and Stone Brandywine and recently had to call to reschedule my appointment due to COVID. I was told I would pay a cancellation fee before I could reschedule. I asked for the Manager and spoken to so unprofessionally and then hung up on without speaking to a Manager. I told the young lady I was thinking of their safety by not exposing them COVID. Policy no policy, I cancelled to protect them and I told DO NOT COME but our policy states you will be charged half the price.

I love this spa, I’ve come multiple times for both services and have never had an issue. The front desk ladies are always super sweet and the therapists that I’ve had are as well. However, today I just had a 60 minute prenatal message, and forgive me I cannot remember the man’s name, but he had locs and glasses. I honestly was pretty disappointed in the service. I arrived about 5-10 minutes early and was politely checked in. While waiting I saw the guy who I’d soon find out was my therapist kind of moving slow through the spa, grabbing water, going to the back, coming out again. And after about 15mins(after my start time of 1pm) he finally comes to get me. We get started on the massage and I feel like I’m just getting a rub down. He rubbed and rubbed until the oil/lotion started to peel and would occasionally pick the pieces off of my skin then rub it on the blanket. He never touched my lower back, and then to “rub”’my legs he made me lay on my back! Now mind you I’m 33 weeks pregnant, I told him I can’t really lay on my back and he gave me my pillow back and we together put it very awkwardly against my side. He then proceeded to “rub” my feet. The massage lasted about 40mins with a hard stop, and lights on at 1:58pm(according to the clock in his room). The whole experience was extremely awkward and I felt like I wanted it to end before we even got halfway through.

My cousin recommended this establishment and raved about her service. When I booked my first appt, I was NOT advised that a cancelation fee would be applied. Therefore when I got my statement and called regarding this, I was advised someone should've told me. Yet they did not. I asked to speak with a manager and was told she would call me. Never called. Called again regarding the promotion duplicate charge, now feeling very uncomfortable about my credit card on file. The young lady, I believe Brittany was some kind of RUDE. She went into a full blown argument with me and refused to let me speak with the manager. Her tone was so combative that I would be afraid to visit this establishment. From reading some of the reviews, it appears they are allowed to be unprofessional. I will NOT visit this location and do plan to take this further to a corporate manager. This is unacceptable.

I just came from this establishment a few minutes ago. 🙂 It was my first time there, and a friend of mine scheduled me for a facial. The aesthetician who performed my service this evening is Kayla. She made me feel very comfortable throughout the entire process and we had a very nice conversation to match. My face/skin feels & looks amazing, and it was the relaxtion/stress reliever that I truly needed. I'll definitely be setting another appointment up to go back. 🥰 I hope that Kayla will be available when I do. 😊 Thank you so much! 😌🙏🏽💯