Hand and Stone Massage and Facial Spa

Feb 03, 2025

Music went off half way into session; was to have had full body plus Himalayan stones however, person ran out of time.

Jan 29, 2025

**** I did respond to them ( asking me to call or email) and they’ve ignored my attempts at reaching out. I will NEVER do business there again***** I gave them 3 tries and honestly I don’t want to return despite having a gift card. They scheduled me for a 90 min massage- but apparently they weren’t even holding sessions the manager was going to take $20 off… at the rescheduled visit, I go and George was the therapist.. I went back with him to a room where there were 2 beds George tells me that the heat isn’t working on the bed or in the room- it was freezing and they couldn’t accommodate another room for a 90 min massage.. for $151 what a complete waste of money and time.. there was 0 compensation or even apology. The massage was sub par due to these conditions- wasn’t the therapists fault but not a pleasant experience. The receptionist wouldn’t refund me etc.,

Jan 22, 2025

Jewel was wonderful. Addressed all my special needs..

Jan 22, 2025

Much needed

Jan 15, 2025

If the person performing the massage or facial "leaves for the day" there should be no appointments showing online. This is very frustrating and unprofessional as a business to show availability, yet there isn't any.

Jan 05, 2025

Diane is the absolute best.She gives the best head and feet massages. Love her! Hand and stone I’ve been a member for a very long time, please don’t let her leave.

Jan 05, 2025

The massage was great, however I am not impressed with the management. Each visit they try to upsell me. Pushed the “membership” to get discounted service, yet still attempted the upsell for more revenue. Today I was charged $35 fee for less than 24 hours notice on cancellation, despite the fact that the day before was Christmas Day and they were closed. Claimed I should have called and left a message and that the $35 was to “pay the employee”. But a simple unretrieved message on Christmas would have waived the fee. Whatever, they are done getting my business.

Dec 05, 2024

Jewel was a gem.

Oct 05, 2024

Amazing experience!!! Alana was so helpful and helped me navigate through my gift card.

Oct 05, 2024

I had a great experience at this Hand and Stone location. I booked my massage online and was greeted by a very friendly staff when I arrived. The appointment started promptly and the massage therapist Kayla was accommodating and focused on the pain points that I described. I left feeling rejuvenated and my shoulders, wrists, and lower back issues are at a much better place now! I will certainly be returning to this location and I recommend it to anyone who is seeking a friendly and professional environment for their service.

Oct 05, 2024

I had a massage at this location, and the experience was great. From the front desk, Amanda was who helped me, was a great help, she explained everything very well and made me feel welcome from the door. The massage was great, I saw Alex and he did great work and I felt great leaving. Would absolutely go again, and recommend to others!

Oct 05, 2024

I had such a pleasant experience when I went into this location. I was greeted by the front desk staff with such a great attitude especially being that I was a 9am appointment. The girls at the front desk were so friendly and helpful to me more so bc I didn’t have my readers so when I needed to sign my consent/questionnaire form they took the time to go over the service and requirements form b4 I signed. My service went off without any problems and I even signed up for a membership. I have worked customer service for over 30 years, With most of it being over the phone, when I transitioned to face-to-face customer service I myself, realized it is more intense to always be at 100%. Going through a lot of of these reviews, I would suggest that those using a gift card ask and confirm what services are covered and what to expect so that your experience isn’t a bad one and for me the front desk staff at this location was a pleasure to encounter and help with my experience.

Oct 05, 2024

I'm a regular customer who usually goes to a different location. Had trouble with their online booking and told the front desk I realized when I arrived it didn't go through. I was frustrated, but not with them as it was not their fault, and said it was my fault for not calling them to confirm anyway. One of the receptions had a huge attitude with me despite this. I was uncomfortable and left. She cursed at me on my way out. Super unprofessional.

Oct 05, 2024

I've had nothing but good experiences here with both my massage therapist and the front desk! everyone is so friendly and answers all my questions!

Oct 05, 2024

I’ve been coming here for some time and my experiences are nothing short of amazing! The ladies at the front desk have always been welcoming and the manager is always accommodating! This place has had a drastic turn around under new management from what I remember in 2015!

Sep 05, 2024

Had a great experience

Sep 05, 2024

Unfortunately, I have a similar story as the other 1 star reviews. My husband got me a gift card for Mother’s Day that included 2 services and a tip was included for each service. I chose to get a massage on one date and a facial on a later date. I got the massage and used my gift card. When I returned at a later date to schedule my facial, the receptionist told me that whoever had checked me out previously had applied BOTH tips to the first service (the massage). How does that happen? No one, including the manager, would rectify this so I had to tip out of pocket for the facial…when my husband had literally taken care of that tip when he bought the gift card. Unreal. Terrible customer service. As for the facial itself, the Esthetician kept forgetting things she needed like towels, lotions, tools, etc. so she kept leaving for a few minutes and coming back. Not surprising that the missed time wasn’t made up in any way. Today I went there with ANOTHER gift card from my mom. I filled out the questionnaire at the beginning and asked for a quiet massage. I just wanted to zone out. When I tell you it was small talk the entire time, I’m not exaggerating. My masseuse was lovely but clearly they don’t read the preference questionnaire that they ask you to fill out. I have asked my husband and other family members to please never get me a gift card to this place again. .

Aug 05, 2024

Best experience best staff!

Aug 05, 2024

I received an 80 minute gift card to Hand and Stone which I was very excited about as I love massages but have never been there. I went in a week early to make sure that the Exton location accepted it since I had received it a while ago and they booked me at that time. When I got there, I had already filled out the 2 page form on preferences and one of most significant for me was, “Do you want a quiet massage?” I responded with a yes. I don’t think they actually read this questionnaire because everything that was asked was not actually applied. However, that is not my actual complaint since I did have a lovely conversation for the duration of my massage with my masseuse. My real issue lies in the after. The massage ended at 50 minutes which was confusing since it was an 80 minute gift card. I asked the front desk (where the manager also was) and they stated that they did not realize this. I found this surprising considering I came in a week early to book and they scanned the card which I would have assumed would have told them the amount (which is not written on the card anywhere and they never actually said it). Anyway, I digress. They gave me the card back with 30 minutes left on it and the manager’s initials to confirm this. I asked if I could book a 30 minute massage and they said no, they only do 50 and 80 minutes. Fine, I get that. I then asked to book a 50 minute massage where I would essentially get 30 minutes free and pay whatever 20 minutes worth is. They told me that this was not possible and that I would have to book another full 80 minute massage but I would pay the 50 minute price and then they could add an extra 30 min. I asked them the price of the 50 minute and it’s $130 as a non member. I then asked what a membership is and they said I could get the massage for $80 if I become a member for a one time fee of $100 (I think.) Basically, this makes one massage more expensive because why would I want to ever be a member at a place that states that they are high quality and they charge high quality prices for massages when they don’t even follow instructions on what a client prefers? They are unwilling to help on a problem that they created. I asked the manager how this made sense for a massage that I was literally gifted and now I’d be paying $130 just to come back to use my “free” 30 minutes. She had no answer. I won’t be back.

Jul 05, 2024

I called the Exton office to make an an Appointment with my gift card. They wanted my cc info. After reading all the horror stories where they charged your card for services not requested, I told Amanda I would not be giving her my info. She told me she would not give me a reservation without my cc, and would not refund my money for the gift card. What a scam. Will not be going there. Will have the charges on my daughter's cc for the gift card refunded to her.

Jun 05, 2024

I received a gift card from my military son for the holidays. First of all there was a misunderstanding in the type of certificate and service he was purchasing, but that was cleared up, and I had my massage today, and the massage itself was wonderful, and very relaxing, sorry to say I don't recall the therapist name, though she was great. What was not great was the demeanor and attitude of one of the receptionists, who was very cold and unfriendly , not becoming of someone working customer service. Though I enjoyed the massage, I've instructed my son to not gift me any gift certificates from here again. I expected more professionalism, considering the prices.

Jun 05, 2024

Love this place!

Apr 05, 2024

Tim was awesome

Feb 05, 2024

Do not go to this place.

Feb 05, 2024

Fantastic staff and great services.

Feb 05, 2024

Glen gave the best massage I have ever had. It was fantastic. I would highly recommend him.

Feb 05, 2024

I had a facial yesterday with hand and stone in Exton. They told me over the phone that it will be 79.95 introduction facial I just need a basic one. I’m allergic to aspirin so lady didn’t apply any good products because all have Aspirin in it totally she works on me 15 minutes did not remove my blackheads barely massage me. At the counter she said 120$ please. When I ask her for what she’s going round and round and ask me for tip too I has so mad At that time I only have 20$ in my pocket that I give her. Manager didn’t contact me yet

Feb 05, 2024

I have had a membership here for almost 3 years and have seen Glenn, exclusively, after a recommendation from a friend. He’s truly amazing at what he does and is respectful if you want a quiet session but is a great conversationalist if you’re up for a chat. I cannot recommend him enough!

Feb 05, 2024

I love all what I paid for. Especially the deep cleaning

Feb 05, 2024

I would love to make an appointment at the Exton location but no one will answer the phone. I called multiple times yesterday and today and it just rings and rings and then an automated messages says that I can book online, which is not an option for this location. Very annoying and frustrating.

Feb 05, 2024

My facial with Bridget was so relaxing!!!

Feb 05, 2024

Worst message place ever. Receptionist was so rude and well trained to put blame on customers. Awful franchise