Hand & Stone Massage and Facial Spa

I have been with Hand and Stone for about five or six years. I’ve received good service and have appreciate the warm reception of certain staff members. My massage therapist is absolutely wonderful, as is the esthetician who does my facials. Their work has helped with balancing some things and resetting others. My experiences of late with the front desk staff (who is otherwise kind and professional) influenced by who seems to be a manager or supervisor has been off putting. In light of the current state of the economy and decisions people are making with money, coming to get a massage may not be for the sake of indulgence, but instead self-care related to an injury. As such, it’s distasteful to attempt pressure clients into tipping. I’ve received responses like it’s okay we all have hard times or acknowledgement that I wouldn’t be tipping and then asked again when a manager or supervisor walked up to the desk. It’s just poor taste. I used to tip with no problem, until I started feeling pressured to do so. It could be helpful to not : A tip is in addition, if the client chooses, to the service that has already been paid for. For this reason I have decided to end my membership and will return to one of this company’s competitors—-who provide clients with gratuity envelopes in the rooms to respect privacy and reduce pressure.

If I only had the facial instead of massage and facial. I would give it a five star . The lady black hair. I didn't catch her name (next time I come back I'll find it since the one who did my facial told me their names are on the clients information) did my massage but had me put my arm over the massage bed near the head part. And it cut off my circulation and made my shoulder hurt so badly afterwards. She did the massage fast type not the relaxing type. I'm a nail technician so I know how people complain about foot massage and if to fast they don't like it even if the time is 5 minutes. The fast way is like u just rubbing the skin to make it hot. And she did my lower back which had pain so slow that it started feeling like needles poking and making it painful. And I also have problems with my foot and she barely did that when I told her that and my hand need to b focused on. (I'm a manager at a retail store so I stock heavy box plus I'm a nail technician which doing pedicure I would lift heavy legs up to remove callus if there's no way to reach the area of heel.. I wasn't happy with two of my massage. The blond who did it. (First time i booked a massage she talk to much, then this black hair lady) Wasn't happy However Monica was AMAZING. I WILL be booking with her from now on. My first time there this other lady did it but she spoke the whole time asking personal questions and life . Just talk. Wasn't relaxing Monica spoke toward the end of the section. And I almost fell asleep (lol minus the extraction, who can fall asleep during those 😂) but yes. She was absolutely amazing and she was thorough on the extraction, the way she started in my nose first instead of my chin like others have done. Is a plus. Nose extraction during facial care the worst. And she did it first. Amazing esthetician Monica just amazing!!!

I would not recommend Hand & Stone Plano based on my experience. The business has consistently canceled appointments, even after I booked online and called to confirm. This happened multiple times, making it difficult to rely on the service despite taking extra steps to verify my appointments. What was even more disappointing was the lack of accountability. When I requested to speak with the franchise owner to raise a legitimate customer concern, that request was denied. Rather than addressing the issue, the business appeared unwilling to escalate or take ownership of the repeated scheduling problems. While the quality of the services has been okay, the customer service and operational reliability do not justify a recurring membership. If you’re considering a subscription, I would recommend thinking carefully before committing. A membership is only worthwhile if you can depend on the business to honor your appointments. Overall, the inconsistent scheduling, poor communication, and lack of responsiveness to customer concerns make this difficult to recommend.

AVOID THIS LOCATION. Addison location is SO much better and way friendlier. Awful AWFUL service. We've been trying for two weeks to get an appointment set up with this location and both attempts have gone horribly. The first time, this location called us at the last minute to cancel on us (AFTER we confirmed the appointment!!) because they suddenly no longer had enough masseuses on duty for our appointment. No complementary discount offered, nothing – just told us they cancelled and that's it. The second time was just today; we once again CONFIRMED OUR APPOINTMENT for SUNDAY May 24th, and just earlier (SATURDAY May 23rd) we got a call from the location saying that we "missed our appointment" and that they'll be charging our gift cards! We tried to explain the situation, but the manager on duty kept talking over us with a very argumentative attitude and HUNG UP ON US when we asked them not to take our gift cards for service we weren't even present for. Overall terrible management and even worse customer service. Don't even bother with this location.

We had Groupon for couple body massage - They made us fill up the form to tell what area do we want to specify for the massage area we want focused. we said head and feet however, got the basic massage and they did not focus on the area as we specified, so technically the form fill up was just collecting the data and nothing specific for the customer need. I wish they start paying attention to the customer needs otherwise massage or just OK overall I’ll give it four star. I’ve had better massages other places.