Hand and Stone 402 Oberlin Road, Raleigh, NC 27605

"I had two services scheduled (massage and facial) and had to call in day-of to cancel due to a medical emergency. They refused to reschedule, instead charging me the full cancellation fee for both services. I let the staff member know that I had planned to pay by gift card (just this time, I have been a paying customer at this location for years) but didn’t have the number in front of me, as I was currently DRIVING MYSELF TO THE HOSPITAL. The staff member called back two hours later (while I was still recovering) to make sure she got the gift card number to charge for the cancellation fees. I called back the next day asking them to reconsider, explaining that due to the acute nature of my medical emergency, they likely wouldn’t have provided the services to me anyway due to their liability risk. I was told that a manager would have to make that decision. They haven’t bothered calling me back. Needless to say, I will not ever be returning to this spa."

"Very relaxing place to treat yourself. They usually have complimentary cucumber or coconut water in the lobby while you wait. The practitioners are super friendly and always make sure they ask about your skin concerns before getting started - which I appreciate. Makes me feel heard! I get facials every few months with primita and love it."

"I bought my wife a membership to this location over a year ago, but after an initially pleasant experience it has been a constant struggle to book appointments. My wife's two most recent massage appointments have been cancelled the day of the appointment (no compensation given for the inconvenience) despite being told that they finally were properly staffed. We were told we cannot put the membership on hold because we had already done so at the beginning of this year when they had no massage therapists/ appointments available for 2 months out. I would highly recommend not purchasing a membership here or finding an alternative company as we have been told if we cancel our membership we only have 30 days to use our remaining 5 credits which given our experience would be impossible to use."

"The first time I went here it was an absolutely wonderful experience! The second time not so much. I would never recommend this location to anyone. They never answer the phone - I tried calling 4 times in a row and there was no option to even leave a voicemail to have someone call you back. Additionally, they will call you to reschedule your appointment and harass you calling 3 or 4 times in the span of 10 minutes to reschedule you. Very unprofessional. Even past that, they must be short staffed on estheticians because there was only 2 options. The girl I had the first time was amazing!!! This past time, absolutely horrible. She had to rewash my face 5 different occasions because she kept saying she was “missing a spot” and then basically stripped my face of all the work she was supposed to be doing. They also aren’t transparent with you about upgrades. I got the diamond glow upgrade and was decently satisfied with it but she did other things that I thought was apart of the diamond glow upgrade and they ended up charging me $30 for each additional thing she did which I did not agree to. It was not a peaceful experience. I couldn’t relax because she was so rough. I called to talk with a manager about the experience and the manager LAUGHED in my face and said she would call Me back and never had the decency to call back. I had a family member call to try to reconcile this situation because I was so upset. This facial was supposed to be a treat for me for my wedding - they wouldn’t talk to the family member, stating they can only talk to me as the client. But they won’t call me back so how are they supposed to talk to me? They finally called me back and did NOTHING to reconcile the matter. Absolutely terrible customer service. Unprofessional. They clearly don’t care about keeping customers."