Hand and Stone Massage and Facial Spa 310 South Stratford Road, Winston-Salem, NC 27103

"The massages are fine but DO NOT sign up for the monthly service - did it and was fine till you want to leave. Called in to cancel mid 2023, each time it "didn't go through and the clock was restarted", did it at the desk in the office (will leave mgr who does it a note) finally had them remove credit card and last month they credited my card 3 months of fees. Guess what Jan 2024 the deleted card was again charged and I was told cause I left mid December and calling in I was told there is nothing I can do."

"I had an appointment scheduled for a microdermabrasion on 10/11/23 @ 9:45am. I Arrived 8 minutes late due to an emergency. I was told by the esthetician which was very polite, that my services will be adjusted, and that I had the choice to either reschedule or continue the services but without the massage and extraction, so I decided to reschedule. I proceeded to the front desk and I was told that If i reschedule I would be charged 50% of the service. I inmediately reacted surprised since this was not a cancelation - I arrived within the timeframe and there is no indication on the terms and conditions specifically. The 2 ladies on the front desk have lack of customer service and no professionalism. This was my first time at Hand and Stone and I would definitely not recommend. Employees have no empathy at all. I was also told that the Manager Shericka will contact me in regards to waiving the fee, but I stil have not received a call."

"Hello, I have called the office several times this week and no one has answered or returned my call back even after leaving multiple messages(4 to be exact). It has been made aware through the many messages that I have a billing issue that needs to be resolved in a timely manner. I have been charged 79.00 twice this month and a 20.00 charge twice. I approved a 20.00 tip on the 19th. I believe this is supposed to be for massages that should have been transferred from my account as I had over 5 massages built up and I explained this when I made the appointments as well. This has become very frustrating for me because I am not receiving any communication from your company the phone just rings and rings then sends you to voice mail each time I call. I know there's been some changes with the company in the last couple of months and it's not showing to be changes for the betterment of the business with this type of customer service and communication. Please look into this matter and provide me with a response regarding when I can expect a refund to my account."

"This review is in regards to the billing issues I’ve experienced with this location/company. For about a year I have been paying for my mom to get monthly massages. During the last 6-7 months I’ve had billing issues with this company. They have either doubled billed, at a higher rate than the monthly $69.95 or billed me additional charges outside of monthly fees, at least 4 times. 4 times is extremely too much when you are on an automated billing cycle and on a budget. Each time I’ve had to call the Winston location, which has taken time out of my busy work day, each occurrence, to discuss billing errors. Despite, eventually, getting each issue resolved, it has become very frustrating dealing with this company and for them to do it AGAIN, this month, September, is entirely irresponsible and not customer friendly. How is it that this company continues to mess up a monthly billing process this many times??!!! Either your staff is incompetent, they don’t communicate with clients on how to properly schedule appointments to avoid miscommunication, or management does not provide proper oversight of the process or procedures their company has in place. Regardless, once I get this billing situation resolved, I WILL BE CANCELING MY MOTHERS SERVICES and canceling the membership in which this company obviously cares less about. It’s also obvious they do not practice integrity nor care about maintaining a solid customer support service and/or maintaining steady clientele!!!"

"I visited Hand & Stone Spa for the first time last week and had a wonderful experience! They were very professional, attentive, and the spa is pristine and welcoming. I asked for a Deep Tissue Massage for some aches and pains I was having and was paired up with Bethany. She was awesome! She first asked if I was having any specific pains that I needed her to focus on, and how much pressure I needed with the Deep tissue massage. She was really great in all aspects on the very much needed 1 hour massage that i got asking me a few times throughout my massage if I needed more or less pressure! I will definitely be returning to Hand and Stone and will ask again for Bethany! Thank you!"