Hand and Stone Massage and Facial Spa 3904 Bridgeport Way West, University Place, WA 98466

"After reading all these reviews, I don’t think I want to try and get an appointment or even go here. I got a gift card for a facial or a massage, but if they think I’m going to be pushed around or take my money not gunna happen. This is really upsetting because I’m a single mom and was looking forward to this. Very unfortunate, I signed up online to try and book an appointment, plus I called and not nothing back. I guess I should try and go elsewhere and just throw away the gift card I have. I won’t regift it to anyone, that way they can not take advantage of anyone I know."

"When I scheduled my appointment I was told I needed a card on file to hold my appointment time. I called twice, days prior to my appointment to ask if I could switch my card on file. Both times I was told to switch it the day of my appointment. I had no idea that they were holding my card in case I canceled and not to hold my reservation. I did not find that out until I actually arrived to my appointment. I arrived to my appointment, 25 to 30 minutes early to switch my debit card. I was told by the receptionist at the front desk that I’m not going to have to pay until the end so to switch my card once I’m ready to pay. before I could lay on the table the spa ran the debit card that I tried to remove two times over the phone and once 25 to 30 minutes before my appointment. After my appointment was over, because I called them while I was in the back on the table asking them why did they run my card? They refunded my money and ran the services from a different card. 48 hours later the refund was taken back. I called the spa to try to get the situation resolved figuring this must just be a simple misunderstanding and the owner had an attitude put me on hold and hung up on me while I was on hold. I called back about 17 times and she did not answer the phone. I finally went up there with my receipts, and my proof of payment from my bank statement, and the owner told me that my receipts did not matter, she accused me of trying to get free services from the spa. I knew by the way she was looking satisfied that I was not going to get anywhere with her, and all I could think of is how many other people did this lady rip off to pay her mortgage. I’d like to be a cautionary tale to not support this place of business running my card 48 hours after my appointment when I’ve already paid is technically considered theft she was so focused On me of wanting “free services”, that she failed to realize that I Recorded the whole scenario. I was able to work with the Better Business Bureau as well as my bank to obtain my funds back, but it is the principle there are so many people that work two jobs just to have one spa day a year, and no one deserves To have their debit card information stolen from them when I left the spa, I was told that my debit card was completely removed off of their file, so how they obtain that information is beyond me. I really feel bad for the lady who provided me services because I had every intent on being her regular. I wonder how many regulars they have lost due to the unprofessional, greedy nature and criminal mind of the owner. I will never take being robbed lately, and this business stole my debit card information."

"I tried to reschedule my appointment due to my toddler being sick with a 104 fever and no childcare. My daughter has had seizures before with fevers so this was a very frightening morning for me. I needed to immediately pick her up from daycare and I had no one else to watch her. I was told Hand and Stone would charge me even though I was having a family emergency. Chelsea (the manager) hung up the phone on me, which was shocking. I was surprised she refused to even check with her boss about how to handle this situation. I would have even emailed them a doctor’s note if I had to. I wish my family and I would have been treated with some sort of compassion and dignity on this day. I called Chelsea back shortly after our first interaction told her I was doing my best and I understood she had to charge me, but I felt her behavior was unkind and defensive. I was calm and kind, but perhaps Chelsea is going through a hard time in her life or was having a bad day. I understand that policy is policy, I really get it. But to be charged for having a very sick baby with no compassion whatsoever just doesn’t sit well. I wish Chelsea would have handled this situation with understanding and care. Even if she had said I have no other choice but to charge you, but let me check with my boss and see what we can work out for you. As a customer, my only expectation is to be treated with respect and dignity. The charge is irrelevant at this point. I was really looking forward to my prenatal massage here and am really surprised by the lack of customer service. I had high expectations."

"I have been paying for a membership for several years and schedule services monthly, or more frequently, when necessary. My (2) therapists of choice, Tami and Whitney are GEMS. They are attentive to the clients’ needs and know how to deliver quality manual therapy. It is always a delight to have their time. Shay and Alyssa at the front desk are also amazing. They are the reason I enjoy booking here and remain consistent. Both, very kind and courteous individuals with a strong service oriented reciprocity. However, I am completely flabbergasted, appalled and extremely disappointed at the level of service and communication I have experienced here by the asst. manager, Chelsea. Our interaction today was less than subpar and frankly indecorous. In retrospect, September of this year, I also experienced a last minute cancellation by another therapist which took place on the same day and less than hours before my appointment. I was never compensated nor was the documentation I requested fulfilled. I am shocked. I don’t appreciate being mislead in any situation, and what I experienced today will not go unnoticed. I highly suggest if you are planning to use this location that you not overlook your documentation and always follow up. Always monitor your transaction history regarding your monthly membership drafts, as this location may excessively attempt to manually charge you erroneously, even after clear and concise direction. I will continue to escalate this matter to ownership and will further share my unfortunate experiences to ensure all customers are treated with ethics and respect. I only wish for positive change and better management here."

"The front desk staff were very friendly. My therapist came out 5 min late, which I had no issue with assuming he was running behind, that shouldn't affect the length of my appt. A thorough explanation of the room attention button and comfort levels were given and time for me to undress. He was out of the room for no longer than 5 min which is standard. My total massage time was 40 min. I was very disappointed especially with the cost of the massage and being shorted 10 min. Typically a 1hr massage is 50 min given the time to undress and get prepared. I told the front and all she said was “I assume you’re not leaving a tip”. I was not satisfied to say the least. The 40 minutes of massage I did have was great and he asked numerous times if the pressure was good. No problem with the therapists work, but rather he seemed forced to stay on the clock with timing and I don’t receive the full time allotted."