Hand & Stone Massage and Facial Spa

Normally, I don’t take the time to leave reviews—but this is worth speaking on. I booked a massage for both my wife and stepdaughter to occur at the same time. It was my stepdaughter’s birthday and she wanted a mommy/daughter day. Upon arrival, minutes before they were set to go back, my wife is told that one of the massage therapists had a medical emergency and they would not be able to honor her appointment. Now most of us know the penalty as a customer for canceling an appointment at the last minute. Apparently my wife’s time is worth less, as not only were they unwilling to extend the same they expect from us—but she was given nothing for the inconvenience beyond the offer of a free upgrade in the future. Cash value no more than $30. Although the manager on site tried his hardest to reasonably compensate my wife, the owner was having none of it and refused to even try. At best, this is bad customer service and bad business. My wife and I were members for years at LaVida on Plymouth before they merged with Hand & Stone. We’ve since cancelled our memberships and have been increasingly disappointed. I try to still schedule massages. I have one scheduled now, but I chose another place for an upcoming special occasion and if you can find an alternative in the area, I’d try your luck there rather than Hand & Stone. Too much stone, not enough hand. *Update: I’ve changed my one-star review to five stars, as the location has made things right. Melinda is excellent if you don’t mind pressure. Gifted at finding all the trouble spots. Very knowledgeable.

Tracy Flowers is extremely unprofessional and avoids all confrontation when addressing issues at her spas. I had a massage booked and her MT called out. My services expire soon and I had every intention of using them up until my appointment was scheduled. I asked for an additional week to use my credit and she is refusing to speak with me. I was not given the full 90 days to use my credits I was given 60 instead. I do not recommend going to this location or the Hand and Stone Ferndale location.

My esthetician Brielle Nelson was amazing. She was very knowledgeable of products to use in order for me to accomplish my skin care goals. My skin feels amazing. I'm very satisfied I can't wait for my next appointment.