Hand and Stone Massage and Facial Spa 401 South Ridge Avenue, Middletown, DE 19709

"The worst customer service. Requested termination of membership yesterday. Never got any email or confirmation regarding termination so went by the office to try again. Same female sitting behind desk. For the few times I went, I never noticed this woman providing good customer service for any client. She seems to do as little as possible, devoid of any personality. She told me she saw where the paperwork was sent. I asked for proof since I had checked all of my mailboxes I wanted an hard copy. She then informed me I would have to respond to the digital document. After giving her my email over 6 times the document was delivered to my email. I signed the document electronically and told her we needed to backdate the termination to yesterday since I had not received the document the first time. She told me no, it was dated for the 13th. After a lot of back and forth, I got exasperated so I told her to give just me her manager’s owner name and number. She refused to give me the manager’s number but instead told me to contact the Hand and Stone in Bear. Have never NOT been able to get a manger’s contact information. Highly suspect behavior. I wonder if the manager/owner is the root of the customer service issues. I hope not - Requested a phone call back . Well shall see………. Beware potential and current clients."

"I have monthly membership and my 11am appointment was canceled upon arrival. I had an email and text message send to me at 9:20am confirming my 11am appointment. This is the third time it is happening. The first two time, the ladies at the front desk were polite and apologetic. Today , 10/26/24, Keona.. I think that is her name , was very rude… she told me that she will not help me… and stated that she is not apologizing for my appointment berm cancel because she is not responsible for the email and the text Confirmation I received This is very bad customer service, bad business and disappointing experience for a member. I called the Owner Diana and I am hoping to hear from her . … Terrible indeed ."

"Bridget was amazing!! She focused on everything i told her was bothering me the most and nailed it! Can’t wait for my next massage!"

"I’d been trying to schedule an appointment for months online but was unsuccessful. I finally went to the actual location and booked a massage ONE Month out, after waiting a month the day of my appointment I was called and notified that the masseuse was out that day and that nobody else could sub for them….that’s it that’s all. Extremely disappointed is an understatement."

"Disappointing experience. The hot stone massage was good but even though I asked for a quiet session, the therapist kept talking to me. When she started to lecture me about the political situation and then blame all transplants (of which I am one) for the rise in local crime, any relaxation I might have obtained pretty much disappeared. I will not return."