Reviews
Missy E.
The esthetician was wonderful. She did what she could but I didn’t get what I was hoping for. I booked online and then couldn’t get the service I booked for after taking time off work. I felt like I should have been compensated for this error in the booking system— which was not presented as an option. The only offer was to change my appointment time which was not an option for me at the last minute. I won’t be be back. Hope others have better luck.
David H.
Tamar has excellent customer service and is a very skilled massage therapist. She knows just where to apply more firm pressure to relax even my most tense neck and shoulder muscles.
Missy E.
The esthetician was wonderful. She did what she could but I didn’t get what I was hoping for. I booked online and then couldn’t get the service I booked for after taking time off work. I felt like I should have been compensated for this error in the booking system— which was not presented as an option. The only offer was to change my appointment time which was not an option for me at the last minute. I won’t be be back. Hope others have better luck.
David H.
Tamar has excellent customer service and is a very skilled massage therapist. She knows just where to apply more firm pressure to relax even my most tense neck and shoulder muscles.
Beth P.
My message therapist is awesome. I am sick and tried of filling out the dumb forms when I come in at least 2 times a month to 4 times a month. I know there is a safety button and I always talk with my therapist. That paper work is iratating and unnecessary if you have the membership and no new rules have occurred. I come for health reasons.
Krystin B.
I’ve been coming to this Hand and Stone to see Johnetta for over a year now. They have gone through several staff changes, but this last one has been the worst. The guy (I think his name is Hayden) that checked me in today was rude and not at all welcoming. Most of the clientele that comes through here are women, and he is unprofessional in how he speaks to us. Also, the corporate policy of having to fill out forms every single time is ridiculous. Once a year is fine, but every single time I come in for a service is a bit much.
Niah T.
The workers are nice and seek to meet your every need which I appreciate.
Marston M.
I've been seeing Johnetta Gwinn at the Polaris location since 2017, and I won't see anyone else. She takes the time to research and stay current on massage methods and therapies. As an active adult, I know for a fact the my regular massage sessions have improved my overall health and prevented many issues associated with aging.
Ashlee H.
Great service! Always attentive. I have not met a masseuse that has not been professional and attentive to needs.
Kirk H.
Excellent massage technique. Quiet and soothing. I purchased a membership. I will definitely be back and I look forward to my next visit.
Traci F.
??????? Had a lovely experience with Tiffany today! I hadn't had a massage in a couple of years. She made sure I was comfortable and had the perfect amount of pressure! Thanks again!
Jordan G.
Great place got Himalayan salt rock massage awesome
Brooke W.
This place is a scam and I wish I would’ve read reviews before going. I would give 0 stars if I could. I booked a one hour couples massage for 5pm I walked in the door at 4:55. They gave me a huge questionnaire to fill out which cuts into your time. The guy takes me and my boyfriend back to the room of a single bed. I said I booked a couples massage. They take us back out to the waiting room to wait for them to set up the double bed room. We walk into the room at 5:17, the guys shut the door and each of them stand by the heads of the beds and ask what kind of pressure we want and a few other questions which I already answered on the questionnaire. Finally my bf asks um do we lay on the tables fully dressed or what do we do? They said oh we can step out for you to undress. They say how they want us to lay and that they would come back after a few minutes. It was very strange! They come back in and it is now 5:27 (there is a clock in the room). They do the massage and they walk out at 5:55. That wasn’t a one hour massage. Then when we leave we go to the desk and the receptionist asks how much gratuity to add to the card and I said 20%. These were basic $79.95 massages that we didn’t get a full hour and she charged my card $331.00. We didn’t get anything extra. They will not give me a receipt to show what I paid for and told me the manager would call me today. No one has called so I called them. I was placed on hold after they answered the phone and waited 25 minutes and no one came back to the line. Please save your money and go to a better place that won’t scam you. Read the other reviews!!!
Eboni A.
Wonderful and relaxing. The masseuse was very informative and she knew what she was doing. I forgot her name but she was excellent
April B.
Alyssa made me feel like a queen! Best facial I’ve ever had!
Autumn S.
Was so pleased with my experience with Cara, she is super attentive to her clients needs as well as tailoring the service to her clients!!! Same with Hiral, I received a facial from her and she was just wonderful. You can definitely tell the therapists take their job seriously! Very friendly front desk staff as well. :)
Lindsey F.
CAUTION: DO NOT GO HERE. Predatory billing practices. They will NOT cancel your monthly membership even if you request in person three times. The manager- ALLYE BLAKENSHIP avoids processing membership cancellations to keep her numbers up. The very kind front office staff processes the cancellations while dealing with frustrated and angry clients because the manager doesn’t cancel memberships but would rather her clients come in 4-5 times to cancel, while she hides in her office from them to cancel. Background. I have received three massages from Hand & Stone. The first massage was excellent and so myself and my significant other signed up for a membership. Our second massages were unsatisfactory, the massage therapist pressure was too light. We asked to get rescheduled with the first massage therapists again, there was super limited availability so we decided we wanted to cancel our membership. On February 10th, we placed a cancelled request. The front office confirmed that they provided the information to the manager and she would cancel. My significant other went back to the salon on March 15th for their last massage and the membership was not cancelled. The front office said they placed a cancellation request with the manager. On March 21st, I went back into the salon to confirm the cancellation and neither membership cancellations had been initiated. While talking to the front office team, multiple other calls came through with the same cancellation requests that had not been processed where clients where asking to speak with managers. The front office will tell you that they are doing everything on their end, the requests are not getting processed by their manager, “she looses them”. The manager has yet to reach out despite multiple efforts to contact her. I have spent several hours over the last few trying to cancel this now. The team will not give you her number, and will not give you corporates number to place a concern. Very dissatisfactory and unethical business practices. This leaders needs to be removed of her position. I will be taking additional efforts to report this business practices.
Emanuel Robinson j.
I have been a Hands and Stone member for a few years now, I find that they are really professional at their job. I truly enjoy the ladies that consistently take care of me and for health and wellness I recommend putting this in your monthly budget you are worth it.
Jeromie B.
We have our usual hometown massage place that does 90 minutes for $100. This place was over $100 for 60 minutes. Which was more like 50 minutes since they started late and ended early. I won’t say it’s all bad just left there wanting more and better quality. The massage was like a 6/10. We will not go there again because we know we can get better elsewhere and cheaper. So for the money we didn’t feel it was worth it. They did throw in some free things for us because it was our anniversary so that was nice.
Trey W.
Had my first facial from Alyssa yesterday after work. She did an amazing job. She made the experience easy and relaxing! And she’s super kind and friendly. Definitely will book with her again in the future!
LaVerne F.
Massage was wonderful. Therapist was very knowledgeable and made good recommendations for my massage. Great front desk staff as well.
David Z.
If you go to the Polaris location, ask for Ishmael! He’s the best!!! Although many high quality masseuses work there as well. Never disappointed!
Jill R.
Only received 43 minute massage from beginning to end. They gave me 7 minutes to undress. Not the experience I was looking for
Gina M.
Had massage with Crystal in Gahanna. She is awesome. She also does facials so you can book back to back if you need some extra pampering!
Niki D.
Lot's of appointment times available, friendly staff, nice!
Jenny E.
friendly staff, wide variety of services and add-ons, always on time.
Sunir P.
BEWARE of the credit card charges! First, the massage therapists have been good. No complaints about them. But.. We have an account for me and one for my wife. We've been trying to cancel because they keep OVERCHARGING my card - like charging us full price instead of using our monthly credit. We went in PERSONALLY and signed the cancellation. STILL THEY CHARGED MY CARD. Their policy says they will charge one more time when you cancel. They've charged me twice now, after we cancelled. I have called three separate times and they tell me the same thing..."No manager is working today. May I put you on the cancellation list?" I should not need to be on any list. I came in with my wife and we personally completed the cancellation. These are either SHADY PEOPLE or they're having financial issues. JUST WATCH YOUR ACCOUNT IF YOU SIGN UP WITH THEM.
Sonal K.
0 star for the service. Microdermabrasion wasn’t done properly. I don’t have any complaints for the new girl who was assigned to this job,because you can’t expect new employee to know everything perfectly. Yet, I should get what I paid for. This is not the first time I had an issue. I have not been getting proper service for last few times. I will have to rethink about keeping my membership with Hands&Stone.
Gab G.
Do yourself a favor and don’t start a membership with this company. They will not let me use my last 2 massages that I paid for because I don’t have the membership anymore. No one told me when I cancelled my membership that the services I paid for would expire. They have also tried to charge me multiple times after canceling the membership and after multiple conversations with them. Very disappointed in the employees and this corporation.
Brian F.
Rachel does a phenomenal massage. I would highly recommend her.
Carrie H.
I became a member after a massage went so well and I decided I needed this self care in my life on a regular basis. I use the same masseuse each time and she does a fantastic job of communicating what I need during the massage and being quiet so I can relax. I have not regretted this decision!
Chloe C.
Incredible services, leaving you feel pampered & relaxed at such an affordable price. Couldn’t recommend Hand & Stone enough!
Courtney B.
Quick summary: massage started 20 mins late, front desk staff didn’t acknowledge that I was still waiting that long after my appointment start time nor was there any communication about what was going on, and massage therapist used my appointment time to clean a room then rushed me out of the building because the business was closed for the day after she was the reason the appointment started late. My appointment was cut short and I left feeling stressed and upset instead of relaxed as a result. I arrived 10 minutes before my 7:00 appointment and my massage therapist did not start until after 7:20. The front desk staff did not acknowledge that I was still in the waiting room 20 minutes after my appointment time. My massage therapist said she would take me to 9 to make up for it so I was grateful, accepted that and mentally chilled. Then once I was settled, she said the facility closes at 8, not 9 so it would end at 8, which would not give me the full massage time. The massage itself was okay, but I went in frustrated about the lack of communication about her running late or even acknowledging it. She admitted it once I said I was wondering what was going on when she came to get me from the waiting room. She took me to the couples room and said she had been cleaning that for me as a couple’s massage just ended. I am not sure whether no other rooms were available, but it seemed there was one other client in the building and she was trying to expedite her cleanup time needed to leave for the night prior to my massage by using one room and making me wait. I realize this is an assumption, so may not have been the case, but I don’t understand why she wouldn’t just take me to another room so that my service could stay on time. The massage ended at 8 on the dot and she asked me not to “dally” because the business was closed and the front desk leave at 8. I told her that I don’t waste time and I’ll be out. I was being rushed because she was late and due to no fault of my own. I was early to my appointment. I was out pretty quickly but given my whole experience what is usually relaxing and enjoyable left me frustrated, upset, and stressed. I’ve been a member for many years now and there have been issues from time to time, but I have never experienced a situation where a therapist was so far behind due to cleaning a room. I called yesterday and left a message for the manager to call me so I could share my experience and try to gain an understanding of the situation. She was supposed to return my call around noon today and I’ve yet to hear from her. I’ve already been contemplating canceling my membership and these neglectful experiences that don’t show value to the customer may have been the final nail in the coffin.
Hanna S.
Staff are friendly and helpful. The massage therapist I see is wonderful and makes sure I get what I need during my appointment to feel better. I go once a month and I have found it worthwhile to have a membership, especially with their rewards program.
Kelci U.
Nick was so wonderful! The staff at this location is so kind and it’s just really nice to encounter good, genuine people nowadays. Abby at the front was lovely as well! Absolutely ask for Nick. He is super talented, and continuously ensures that you are enjoying your massage. Will definitely be back!
Samantha B.
Such a clean and quiet establishment. I’ve gone twice so far for a massage, one 60 minutes and the other 90, and both times I had such a great experience. I recommend this place for location. Left feeling relaxed!
Cynthia C.
Awesome facials and relaxing pampering services. If you need a massage or facial this place does a fabulous job. Relaxing and invigorating facials. I highly recommend this pamper palace!!
Christina V.
A friend wanted to go get a facial so I said great good idea. The facial was fine, it wasn't overly relaxing because the individual talk to me the entire time about their personal drama. Having worked all night being third shift I just wanted to relax. On top of that when leaving they offered me a monthly deal which sounded like a good deal and I had intended to use some of them for my mom to get a facial. Not until after I signed the paperwork was I told that I would need to pay additional money for any uses my mom had. This wasn't told to me until I read the paperwork and then I questioned it and the person seemed confused. I have since called the Polaris hand and Stone three times and asked to speak with someone who could cancel My monthly membership and was told each time that the person will call me back. If they are calling me back they aren't leaving a message so I would really appreciate someone who could cancel this for me.
Sierra P.
Loved my experience!
Jenny K.
My husband and I booked a couple massage or 12th anniversary! It was wonderful. Nice relaxing accommodations. They make you feel comfortable and it is at all times. Definitely will be back.
Kelly W.
Has a rotating door of massage therapists so you will most likely never get the same person twice. Good luck if you find someone you actually like. They don’t stay long here. When you try and cancel your no commitment accounts they will still charge you one more month instead of adhering to the NO COMMITMENT policy. If I could rate this a 0/5 I would. Terrible business and terrible management.
tia p.
Treated my mother and myself to a couples massage for Mother's Day. We had a Pleasant first time experience, will be back soon.
Danielle B.
OMG, Jeremiah! That was the absolute best neck/shoulder massage I have ever gotten. He used the best techniques to really get to the deep muscle and release the fascia. My muscles in every which direction are so much better off. It was so good I will find him when I win the lottery and offer to hire him as a full-time massage therapist.
Sharon P.
I enjoyed one of my best facials today. Leah was the perfect person to make my skin feel and look amazing. The neck and shoulder massage was by far the best help I needed for the pain I've been experiencing. for awhile. Everything was so relaxing, I booked one for next week. Thank you Leah!
Robin L.
Wonderful experience. I was so relaxed and stress-free after my facial.
Jalisa D.
This place ripped me off. They say I left and didn't pay but that is a lie. Someone else got me that one. The card that was bought was never for that massage. As a business if the person that booked my apt didn't pay... you as a company should have called me and discussed the situation as your store lady told us to leave and she would figure out the situation. I never recieved a call or anything yall just took money from a card that was connected to my file and then gifted the balance to someone else that I didn't even authorize.
Liz D.
Awesome massage. Matt worked out all the kinks and tight muscles in my back and around my spine. I feel incredible now.
Anonymous
I scheduled a massage with anyone available for the next day. That was a mistake. The massage was like getting a massage in a cold hospital room from someone who was using one hand to text. I’m not exaggerating. The employees were chatting in the lobby and the masseuse took me back to the massage 5 minutes late and stopped 10 minutes early which was a relief. Choose any other spa.
Brynna C.
I scheduled a massage with anyone available for the next day. That was a mistake. The massage was like getting a massage in a cold hospital room from someone who was using one hand to text. I’m not exaggerating. The employees were chatting in the lobby and the masseuse took me back to the massage 5 minutes late and stopped 10 minutes early which was a relief. Choose any other spa.
Kari P.
I’m a monthly member and lately am starting to have a bad experience. Yesterday went in for my scheduled appt (received a confirmation email on Tuesday about my appt) and they said I didn’t have an appt and some how it got cancelled. The person rescheduled it for today and said he would give me a $30 upgrade for the inconvenience and mark it in my file. Go to my appt today and of course that is not noted in my file. This is also not the first time I showed up for a scheduled appt where it was cancelled and no one notified me. Also in the past few months I’ve been called an hour before my appt asking to be rescheduled because my masseuse had to leave or didn’t show up. Will be cancelling my membership and taking my business elsewhere.
Chuck D.
Nice
Lila R.
i have a very good experience at this place i got a facial and leah my aesthetician is very amazing at what she does i recommend this place to everyone
Sha'ri B.
Awesome, great and all the above!!????????
Jessica W.
I had helped my partner book their first ever massage here. We got confirmation emails but when he showed up they claimed he wasn't in the system. Despite the fact that he showed them the emails. Its just unprofessional.
Mike Q.
The therapist is taking a phone call. It's very unprofessional. I'm not gonna recommend this spa to anyone who wants to get relax. You won't pay for nothing.
Holly C.
Ethan is impressive, I cannot stress that enough! I had so many things going on with my body from heavy weightlifting and overtraining, and he fixed them all! After a 2 hour deep tissue, I feel like a new person... he is my guy from now on! You can always tell if a therapist is knowledgeable and cares about their work, I knew it right away with him. 10/10!
Sala D.
The later I had was very friendly and conversating. She made my skin glow, highly recommend it. Very friendly staff
Tauras
Pathetic is the word. Looks like they have staffing issues, and they cancelled on me twice in a span of three weeks, still waiting to get a confirmation on my appointment. That too when it's a gift card and everything is paid in advance. Massage is supposed to destress you, I guess they are doing it the other way round.
Elise W.
Would not recommend this business at all - this is a very unreliable location, as they continue to cancel our appointments. I bought a gift certificate as a graduation gift, but both times I scheduled the appointment for my friend we received a call last minute saying the therapist has canceled. Perhaps there’s a better massage place in the Polaris area? I would recommend using Google to look for alternative massage centers.
Serena F.
Massage therapist was professional and attentive. The one star is due to the carnival worker level of professionalism front desk staff I will never return to that location.
Nisha G.
Extremely professional. Very clean facility
Samantha G.
Most of the therapists are great here. And their receptionists make us feel so welcome.
Susan K.
I had an Amazing Facial today with Jeanne. She is one of the best. My skin / face is glowing! Thanks so much Jeanne
Jaclyn W.
They are still giving me the run around to cancel my membership. Every time I call, I get the run around. The first time I called, I was told it was taken care of and then I got a reminder appointment for a massage that was cancelled since I no longer had a membership. I called and they said it was still active and that a specialist would have to call me. I asked to speak with the specialist, and was told they’re transitioning people and it would be a few days. I was also told that I have to pay for another massage “per the contract” when I cancel. No one has ever said anything about this to me. They are literally stealing money for services they haven’t even provided. Completely dishonest and no one will fix the problem. Just cancel my membership.
Tiffany P.
I had bought a gift card as a gift for an employee. Though the credit card was charged on the same day it has now been two weeks and I have not received the receipt that should have been emailed and the employee has not received their emailed gift card. I have called and left three voicemails for this location and the corporate office with no returned calls. Please beware if you are making online purchases!
Robert K.
Kinda ruined Father's Day for me. My fiance scheduled a couples massage for us about a month ago for Saturday June 18th. We live over 2 hours away and this was a little weekend getaway for us. Saturday morning we get a call from the spa saying "our therapist was sick. Sorry. " Didn't try to reschedule us for later that day. Or get us another therapist. Just Sorry. We have another opening next month. Or even offer us a discount for next time. Really poor customer service. Was really looking forward for a relaxing weekend.
Andrea B.
Rachael was great. Listened to all my concerns and ensured I was comfortable throughout. She held great conversation and was very calming!
Adlai S.
The hot stone massage was amazing
Joshua M.
Great service and friendly staff.
Rasana P.
I loved their service... the masseuse was very friendly, professional and gentle
Pam B.
P B. Columbus, OH 02 3/26/2022 Sydney, the esthetician, waxed my face. She pulled off skin (in three places) with the wax. That is the main problem. Additionally, unbeknownst to me, the ointment she gave me for the face wounds was something I was allergic too. My dermatologist confirmed this five days later when I arrived for an emergency appointment; bright red, swollen, oozing pus and peeling skin. What a horrible and painful week as I navigated work, discomfort, and the obvious ugliness of a facial infection. I feel it is unprofessional, and downright rude, that after she requested pictures of my wounds to her cell phone, she did not even respond to obvious problems caused by her. I'm not even sure she knows that the ointment she provided caused an allergic reaction, but I am sure she doesn't really care how her patients heal. Do no harm? Really unprofessional treatment by someone who can do (and did!) much damage to another's face. Avoid the waxing unless you want your skin peeled off with the wax. Pam B Columbus, Ohio visit date March 2022
Carl And Amy R.
Great massage, quiet setting. I asked for hard and it was hard, I liked it and yea what I needed!! Don’t hesitate to let them know if you need a different intensity.
Gabrielle C.
Hand and Stone Massage is clean, friendly and relaxing. My Massage Therapist was Ishmael. This was the most relaxing and stress relieving massage I've ever had. From head to to toe! I cannot say enough good things! Thank you Ishmael! You are the best!
Dolly D.
I love Hand and Stone. This location just does not meet my expectations. Out of the many times I’ve been there, I’ve only had one really good experience. And I had one really bad experience that no one addressed. I was literally falling out of my facial chair and nothing was done about it and when I brought it up, again nothing was done about it. On top of it they sold me on these gift cards for Black Friday without explaining I could only use one at their location so now I have to go back until it’s used. :)
Niko N.
The owner will not talk to you on a Monday
Jason S.
Very professional spa, enjoyable visit. :)
Chida C.
Johnetta is the absolute best. Clean and friendly staff.
Gerald Y.
Raquel is the best. Highly recommend!
Christopher L.
I was home on military leave and very excited to receive my first massage! I booked a couples massage (in person) a week in advance. The receptionist was very friendly and even recommended purchasing a gift card so that the massage would be paid for and we would receive a complementary facial. My girlfriend was very much looking forward to utilizing that service after I left for base. I received a phone call today from a different receptionist stating that the time slot allotted for the couples room was no longer available. I was refunded my $160.00, but left feeling disappointed.
Rosemarie S.
Love the Columbus Zoo
Meghann H.
Been getting my eyebrows done here for about 2 months now and every appointment gets better and better. Heated beds, room always smells good, and friendly staff. Pic is day after my eyebrow waxing.
Lori W.
I went to this spa for the first time to get a massage and relax. The exact opposite happened. When I made my appointment I explained that I had a gift card that I bought at a benefit but had been unable to use because of Covid. The person I spoke said no problem; we will honor the gift card. When I attempted to check out, they said you can't use the gift card because it is expired. Why would a gift card expire? The money used to purchase it certainly did not have an expiration date. I have enjoyed massages for many years at multiple locations and I have never had an experience like this. I will never go back to this place and I suggest anyone reading this avoid it as well.
Jessica T.
My husband loved his massage. He came up draining due to how well the guy massaged him. I wasn't as lucky, but it wasn't horrible. I was talked into hot stone massage and I'd never get that again. So it depends on who and what kind of massage you get. I don't recall the man who did my husband's. But I'd recommend him to anyone.
Nadine S.
Awesome services and very professional. The staff and owner are always very friendly and helpful.
Tiffany S.
I had my first massage here recently. The service was very efficient and professional. The masseuse was excellent. I felt very comfortable and afterwards very relaxed. I'd definitely recommend it.
Wrightshotit_
It was my first massage, and it was great will definitely be back.
Laura H.
I get a massage once a month and come out feeling wonderful. The staff is great with the scheduling and the checking in. I always get confirm reminders in case I forget. I also got a great facial once that really seemed to help with my rosacea. I purchased a spray from them that I put on my face every morning that really seems to help reduce the redness. I have tried a variety of their technicians and some vary in massage styles, but I have always felt satisfied.
Lil H.
They were nice, relaxing clean environment, the therapist I got was able to apply firm pressure the entire time (which I needed)
Charles C.
Does anybody have corporate number or the owner because I went there months ago and recieved terrible service and I still tipped, I left a review and sent an email because they said they would fix it and never responded. Be very wary and read their reviews before you waste any money
Patricia H.
If I could give negative stars I would!! Horrible experience with a facial where my Esthetician lied about what she did and did not perform a full facial!!! Also my massage with cupping was so bad I had to tell the girl how to do it!! I am a trained massage therapist, and will never step foot in another hand and stone again!! When I asked for a refund because it was all done incorrectly and horribly or not at all, the management team insulted me and laughed at my request!!! So unprofessional! Avoid at all cost is you want a REAL professional facial or massage.
Kellee G.
Joey is the bomb! I love the atmosphere & it's so relaxing!
Barb D.
Facial technician was the very best ever
Illinois A.
My service was absolutely amazing. The lady that did my facial was nothing but awesome. I’ve never had a facial that good before. The staff was so sweet and welcoming. They made the start of my Mother’s Day amazing. I can’t wait to book my next appointment.
Yusra S.
Absolutely disgusted in their customer service. Spend your money elsewhere not worth it.
Eaa D.
I should have listened to the reviews posted honestly, but I thought I would give it a chance because I wanted to book a massage for my moms birthday. Very horrible customer service. We were 2 minutes late but they had us waiting for nearly 20 min more. When I finally went up and asked what was taking so long she said it was because they were “cleaning the materials” but it would still cut into our paid massage time. During this conversation she was blaming the whole thing on us being 2 minutes late and was very snappy about it like she was ready to get into a big argument with me. I had already called ahead and let them know I was going to be 5 min late maximum and was willing for that amount of time to be taken out of the service because it is on me, but the time we spent waiting for them to be ready was ridiculous and if I hadn’t gotten up and asked them I am sure it would have been longer of time I would still have to pay for. Overall, the customer service was horrible.
Nasra A.
Completely rude staff. The customer and employee interactions were under par and unprofessional. The discrimination I have seen blew my mind as it was done so openly. To all who is reading this, save your money and go elsewhere. The terrible, terrible customer service here is NOT worth your coins.
Matt L.
Great atmosphere, friendly workers! Will definitely be going back!!
Katherine M.
Just had an amazing massage done by Doug. He was thorough and really worked deep to release a lot of issues I was dealing with. I highly recommend him. I do like my membership with Hand and Stone. Since they take the money out via EFT monthly, it forces me to get a massage once a month which is so necessary. If I miss a month the next month I get 2!!
Conrad M.
Horrible
Victoria A.
I had a Brazilian wax, 60min facial, and 60min massage and was completely underwhelmed. Brazilian wax: I like that they used soft wax, I find it to be less painful that hard wax. However the wax job was not thorough. I found several spots that needed to be cleaned up. The wax was also handled and placed on the skin clumsily. Facial: I enjoyed the ambiance and face massage (fell asleep because I’ve had a very busy week) but the actual facial was not good. My last facial at another spa, I left with my skin looking softer, supple, and radiant. This wasn’t it. I washed my face when I got home and it looked better. Massage: I was genuinely looking forward to this. Unfortunately it wasn’t great as well. Felt rushed. I had painful pressure on nerve points but no pressure on the meatier parts of my body ( arm, legs) it felt like I was just being doused with oil. I hadn’t been to a spa in years and my favorite Spa was booked so I came here hoping it’ll be a new favorite. Unfortunately, I left not loving the experience.
Molly M.
I had a massage with Miranda and a facial with Tyler - both absolutely amazing! The spa was so clean, inviting, and relaxing. All employees there were so very kind and caring. I was so comfortable and relaxed during both services. I signed up for a membership which will most definitely be worth it! :)
Kim P.
Best massage I've ever had in my LIFE! Amazing.
Laura B.
I called and booked and unfortunately had to cancel. They were so kind booking and having to cancel. They explained all their services and took time explaining everything in great detail. I will definitely be rebooking when I am in that area again.
Scottie W.
I had a 2 hour massage with Raquel which included hot stones and cupping. She was super nice with real good customer service and made sure she focused on all my issues which I have a lot. She applied very good firm pressure which I loved. I am a professional cage fighter and my body needed this massage very bad. I’ve had well over 20 professional massages and this one was by far the best. So good I bought a membership right after my massage. I will definitely be back and made sure I told everyone at my mma gym. Thank you for your time!
Chelsea S.
I’ve been to the Polaris location 3 times for massage and it’s just super poor quality. Not worth the price. I get way better purchasing a Groupon massage and it’s cheaper. The massage I had there last week was by far the worst I’ve ever experienced. I get massages 3-4 times a year. And not normally here. I requested a Swedish massage and it was NOT a massage. It was rubbing oils on me with zero pressure. Literally just putting coconut oil on me. I mentioned it multiple times if she could apply heavy pressure. It just couldn’t be delivered. She tried, but i feel she should be matched up to people who do not want pressure in massage. Her name was Raquel. Super sweet but not for me. She can’t even do knots properly. I can rub out my own better. Very disappointing. A recommendation to Hand Stone; look at the patient’s preferences on the form you make us fill out and match the masseuse based on our preference. This is the second time I’ve been disappointed with the service.. 2 strikes out of 3 visits. I’ll take my business elsewhere from now on. Do NOT recommend
Natalia S.
Not very impressed with my visit today. Check in was fine and the front desk ladies were very nice and welcoming. However when it came time for my appointment my esthetician accidentally brought the wrong person back. It had taken about 10 minutes for them to fix the situation. When I was brought back I was brought into a dirty room where my esthetician changed the table in front of me. It was a bad start to my first appointment with this company. My facial was decent and I have no complaints regarding that. I just wish that the situation was handled better.
Psychic Medium Rebekah Lee I.
I was given a gift certificate for Christmas for a massage. I called to schedule and found the person on the other end of the phone to not be very unfriendly almost as if she could care less that I was calling. I scheduled my appointment anyway. Once I arrived they said that they didn’t have me scheduled but they could squeeze me in. Now I’m thinking OK weird. The massage was just average nothing that my husband could’ve done at home! I wasn’t super impressed and I’m only going back because I still have some left on my gift certificate. I’m going to a different location to see if the experience is different if it isn’t I definitely won’t be going back. They definitely need to train their front staff on being more customer service friendly more organized and Massage Therapist need to be trained better
Marissa F.
It was my first time here. The only place that was able to get me and my friend in last min. I went in for a facial and Elizabeth helped me. She described what was going on with my skin and was very pleasant to work with. So much so I decided this is something I need every month and signed up for the membership. My skin results spoke for themselves I couldn’t believe how soft my skin felt and my flakiness was gone. Can’t wait to continue my self care journey with them :)
Kimberly G.
We went here yesterday for my husband’s birthday. While I had an amazing experience for my first massage, my husband had a horrible time. His massage therapist talked the whole time making it super hard for him to relax and they barely massaged his back. We added on the foot massage which they massaged his feet and took that time out of his 50 minute massage. So most of his time was on his feet. A bit crazy and a waste of time for him. We have a children and one is special needs so we never get a babysitter to do anything. This was a special day out for us so was such a bummer. I gave 3 stars because my lady was so kind and awesome.
Neal G.
Great looking place
Kate F.
To elaborate on the lack of communication, rude lack of professionalism, and general frustration and bewilderment with this office would make me ill at this point. The manager, Margi was yelling over me about contracts, on the phone. She went on and on about how it’s ‘like I would be getting my car “repossessed”’ is what membership to their business is like?!? I tried to cancel my membership months ago, but missed their call and lost track of time with everything in the pandemic. She was so rude!!! How can you expect to have good customer service when you blame everything on the client. She wouldn’t actually listen to a word I said then yelled angrily at me on the phone, about how this was all my “fault” and then hung up on me. I referred so many friends here, and now I feel like it’s a total scam. WHEN THEY TELL YOU THAT YOU CAN CANCEL AT ANY TIME, IT IS NOT TRUE. READ THE PAGES AND PAGES THEY THROW AT YOU, because they are NOT flexible, and the WILL take your money and they will NOT give you the services you have paid for. Please learn from my mistake, and avoid the headache! Whatever temporary stress that was relieved from the few massages I actually ended up getting, the stress of trying to wade through this mess of red tape and be yelled at and hung up on, WAAAAYYYYY ripped that all out of the water and made me 10x more stressed and tense. So thanks for that.
Shanika S.
My facial and massage were amaaazing!! I absolutely recommend this place and will be back!
Ang T.
I decided to treat myself to a year end spa day so I booked an appointment for a facial and massage. The only appointment available was between 7-9 for both services. I went against my better judgement on booking a spa appointment so late, but went through with it anyways. First, upon making the appointment, the consultation form was supposed to be sent to me to fill out ahead of time. It wasn’t. Nonetheless, no big deal. Upon arriving, I was greeted and asked to fill out the form. Once completed, I sat and waited, and waited. I thought this was a spa. No one offered water or tea, nothing. Bad impression. First up, my facial. The esthetician called my name about 7:15. I’ll keep this short: this was the most decent part of my experience. She was nice, easy to talk to, and recommended a skin treatment. She asked if I wanted a robe to transition to my massage, I said yes, only to be greeted by a worn out, plaid “grandma” robe and waffle slippers! Umm, I thought this was a nationally recognized spa? If so, I would expect to see a clean, crisp WHITE robe which are traditionally used in spas! Sigh. I declined and instead, put on my boots, and walked my things across the hall for the massage. Still no offerings of water, nothing, just cattled off to the next appointment. I got into the room around 8:17 ( I looked at the clock,) My masseuse asked where I would like to concentrate and he honored it. My thing was during the time he did not ask how the pressure was or if the temperature of the table was comfortable. Nothing. He just went on with his massage, digging his elbows into my back and I felt every follicle of hair when he ran his arms down my back— can you say cringe? This was my first experience with a male masseuse and the last. The massage ended exactly at 9 pm (definitely wasn’t 60 minutes), and I was happy when he offered a hot towel so I could wipe off the horrible smell of the cooking oil, I mean “massage oil”. This place, is not on the level of a H&S Spa that I’ve visited in another state. I know each one is individually owned and operated but this location is subpar at best. I guess because it was after 9 pm, everyone was ready to go home (another reason not to book a spa appointment late). The receptionist didn’t have time to give her sales pitch about a membership— (which I would have gladly declined,) so I paid my balance and left. All in all, this “spa” looks good on the outside but is lacking in multiple areas on the inside. This was my first and last time.
Glen L.
Nice
Lisa
LOVELY TIME !! WOULD RECOMMEND
Ramisha S.
This place is great when you get a great masseuse. However eveyone that works there shouldnt. Ive had 2 people that didnt have any strength to give deep tissue massages.
Rio
Helpful staff with a good monthly deal which holds me accountable for self care.
L W.
There are some amazing massage therapists here. I’ve been coming here for several years since receiving a gift card. They are friendly, knowledgeable and experienced. Additionally, when I’ve gotten facials, the aestheticians are also knowledgeable. Great experience each time.
Danielson1123
Got this massage for my pregnant daughter. She said she loved it and said they were very friendly and professional!
Lakeisha T.
First prenatal massage and it was perfect, Lynn was super nice and sweet, made me feel Really comfortable??
Briana W.
Amazing experience! Staff were super friendly! Very relaxing and clean atmosphere! Adam was outstanding and had a very hospitable Persona! Definitely recommend this place
Jonathan G.
This “spa” is a scam through and through. My wife went once, over a year ago, and signed up. She had great service that one time, so she thought she would go more. Time went on and she couldn’t find it in her schedule to go for a few months. She sent an email and made several attempts to contact the new location in Reynoldsburg. Finally, they responded stating, “Polaris location owns your membership, you have to deal with them”. I contacted the owner on my wife’s behalf. Her account was placed on a hold, after finally getting to someone competent, which happen to be the franchise owner. After a few months, she was charged again. We both attempted to contact the owner again, since the front desk are incompetent to say the least. We all understand the many issues that Covid-19 has implicated on many, if not all, business. However, our ordeal started long before the virus. To add to the nature of this scam, this company charged us WHEN THEY WERE CLOSED FOR BUSINESS during the Covid-19 shutdown. Finally, we changed our credit card number. Totally different card number. And this scam filled company was able to obtain that card number without either of our permission. It’s truly unbelievable that this company can get away with such a big scam AND credit card fraud! We have made multiple attempts to contact ANY manager or the owner, with no luck getting past the incompetent answering the phone. Obviously this will be escalated to the Ohio BBB and Ohio Attorney General’s Office for review. Best of luck if you decide to do any business with Hand and Stone.
Dave (.
I rated 3 stars because I have had several friends that have gone there and reported good reviews. However, I know an employee was recently terminated from the Polaris location within her probationary period, which is within your rights. Upon requesting a letter a letter of termination for JFS (where she needed to go due to being recently unemployed and pregnant) , she was told No. That is not such a great way for a business to treat a recently terminated, pregnant employee. You may treat your customers great, but if you treat your employees, or ex employees in this manner, your customers may not like that too much either. From what I understand, the Owner is great and may not know what kind of things the Manager does at this location, hopefully this reaches the Owner, before the Manager destroys his business.
Danny B.
I got the hot stone massage and it was fantastic. Very relaxing and felt great. Was exactly what I needed, I felt soothed and relaxed after, and during the process. Only way I can describe it is like sun bathing, or having a really good heating blanket for people who've never had one before. I loved the feeling, and it really helped with my aches and pains. All the employees were very welcoming and extremely nice, they talk to you before about what type of massage your looking for, anything you do or dont want. If you've ever thought about getting a massage I'd definitely go here. Ive had a massage before at another place locally here in Powell and it was no where near as good, not even close. They have a very professional, yet relaxed environment and will definitely be returning for my next massage.
Prosperity H.
Always great service and we just joined.
Jill B.
A nice place with professional staff.
Ryiam Al A.
DO NOT TRY THIS SPA!! I came here for both facial and body massage, the facial was horrible, they say it’s a 60 min, but it wasn’t! Also, no massage for the face, and a bad cleaning! The full body massage on the other hand, it wasn’t a full body, and it wasn’t professional! I didn’t feel relaxed, I felt more tired! I’m only giving two stars because the masseuses were nice!
Mays A.
They said it will be one hour facial and one hour massage, in fact it was 40 minutes for each one. I didn’t feel that my face its really clean and the massage was very poor quality. Also its very pricey compared to the services, so definitely will not recommend and will not back again
Mom And M.
I recommend to any and everyone!! Fabulous place relaxing and great customer service
Laurie C.
Had a great experience with Felicia for a facial. Even during a pandemic, I felt very safe and comfortable. Hand and Stone is very up to date safety procedures/protocol. As for the facial, it was amazing! Felicia was great and my skin feels and looks great
Tyler B.
Worst massage of my life! I got a prenatal massage because I was having extreme sciatic pain from the pregnancy. I have had many prenatal massages throughout my 3 pregnancies and this one was by far the worst. She refuses to apply any pressure to my sciatic nerve and the massage felt like a light tickle. When I asked to apply some pressure, she refused and told me she can’t because I’m pregnant. I came there looking for relief but instead I wasted an hour of my time and $80. What a joke, never again. If you are looking for a prenatal massage, DO NOT GO to Hand & Stone.
Mariah B.
my husband and I both had a massage tonight. I had Rachel she was very sweet and accommodated my pressure preference. i will definitely be going back! My husband had Charles he was very heavy handed my hubby is a big guy and it was a little rough for him but he said his back feels a little better. We loved our experience thank you so much for such a wonderful experience
Andrew S.
Very Professional and soothing for the entire experience. Their membership program is great for repeat customers.
Saurav K.
It was ok ok. If u spend $80 for just face , you expect a lot. Service wasn't expected as worth of money.
Valerie M.
Everyone is always very friendly. I signed up for a membership that keeps the price affordable.
Kaylin S.
I haven't been to this location for several years; this was my first time back in a very long time. While I didn't have a bad experience per se, I can't say it was particularly standout, either. I wouldn't have been giving them this review had this not been literally the fourth time in the last six days that I've received an email harassing me to, lol. So, a review it is. I filled out a lengthy pre-screen which was obviously not communicated to my massage therapist, so that is an issue. I stated I had an allergy to almost all fragrances, and specified which areas of the body I needed to work on. I then had to re-explain those areas to the therapist upon my arrival, who while very sweet didn't really spend any extra time on those areas. The lotion was heavily fragranced, and I had to use my inhaler as soon as I left the building. The bed cooled down about 5 minutes into the massage, which isn't something I remember happening before; I actually had goosebumps from being so cold the rest of the time. My therapist was excellent in what she did, it just wasn't what I had requested to be done ahead of time. That may very well be an issue with process. The facility itself is as immaculate as I remember, which is definitely a plus. The staff in the front were pleasant and professional, no complaints there. I did go ahead and get a membership simply because the price of not doing so is so drastic. I'm cautiously optimistic about how worth it, it will be on a repeat visit when perhaps they actually can read the pre-screen and take some time with a repeat customer.
Kristy G.
Eric Rausch is an amazing massage therapist. His technique is unique and performs massage in a very fluid manner. I highly recommend him, because he knows how to pamper and heal you at the same time. Looking forward on my next appointment with him.
Lamira R.
Friendly staff, Genesis did an amazing job with my massage. Signed up for a membership.
Shanell
I received a facial/ Brazilian the facial wasn't what I'm use to It could have been better. The Brazilian waxing was horrible hair was left behind filled with wix. My pubic area was stuck together I was told that I had to clean it off when I got home. It took a lot to get the wax off ????????. The staff was very profesional when they spoke with me. They immediately removed it from the bill.
Judith P.
The actual facial and employee performing the facial were very nice. No complaints about the service. The problem being that I stated that I had a sensitivity to fragrance before we started. My complaint is about the products used. I had allergy testing and am allergic to all fragrance. The products used caused me to have a severe allergic reaction and my face turned red, itchy and rashy. By the time I left I was starting to show symptoms. I spent the next week treating my face with a prescription cream to calm it down. I am not anxious to try another facial.
Tiffany L.
Adam really took his time to work on my problem area and really personalized my massage. They ladies at the front desk are super friendly and helpful. I highly recommend this Polaris location!!
Leon L.
Loved it...
Tara F.
Friendly staff, great massage, with minimal effort on my part. Getting a membership is the way to go!
Melissa D.
If I could give this place a zero I would! My family bought me gift cards to get prenatal massages. They were purchased at one store, which apparently can’t be used at another location! I go in for my first massage, which they say is less money because I’m a first time customer, when I go to check out they take my gift card, but it’s preloaded for 100$ so they say they have to use the full preloaded amount (so I’m out 40$) I go for my second, currently sitting here, which is when they tell me they can’t take my gift card! So now I’m paying 100+$ for a massage, and I can’t walk out and leave because they have a 24 hour cancellation policy and will charge my card anyways. The lady at the front desk informed me I could use them on facials.... yeah 500$ worth of facials!?!? I was suppose to get a prenatal massage for a couple weeks before I give birth (Hence all the gift cards) to help me relax... NEVER COMING BACK!
Diane N.
Excellent customer service! They have responded to my requests and have been nothing but professional. You feel as though they appreciate your business, which isn’t always the case with businesses. Polaris location is superb.
Juli O.
After an exceedingly stressful end of year this place got me relaxed again. Comfortable environment super calm massage therapist. Going back soon.
Leslie L.
GREAT couple's massage!!! Went ahead and got the membership! Cannot wait to try out their other services!
W C.
I tried this place a few months ago for the first time, it has been a great experience every time I visit. Beth is my massage therapist and she does a great job, I always leave feeling better than when I came in. She’s very personable and good at what she does. I also had Tyler for a facial and it was a great experience. The girls at the front desk are helpful and nice as well. My only complaint is when you first visit they give you “member pricing” and when you’re done they push to sign you up for the monthly membership and if you decide at a later time they charge you $79 plus a high service fee to set it up ($35-40) But if you do it right after your first visit they waive it. I feel it’s rather pushy and shouldn’t be that way if you don’t want to commit right then and there. If someone comes in as a first time customer and comes back you to sign up at a lager time you should still offer “free enrollment.”
Sharice M.
My first experience with the company and at this location. The massage was nice. The facial was Fantastic! Had a billing discrepancy with a gift card amount and it was resolved. However, communication is not a strong point and I had to call to get a receipt. I thought about becoming a member but after my experience I decided to pass. Outside of the communication everything was professional.
Vanessak69
Went here on a whim because they were open, had availability, and it was so easy to book online. Left with a membership because I absolutely loved the massage service I got and the idea of getting a discounted massage or facial once a month doesn't sound like the worst thing in the world. The facility is very, very clean and the staff is friendly. You immediately forget you are in a mall building. Apple maps seemed confused about where it was so if you have trouble finding it, it's over next to PetSmart.
Andrew P.
Massage was great, and very nice and relaxing rooms for the massages. Charles was great during the massage. He uses a little more pressure than most massages I have had, which I find perfect and ensures that you are getting the right pressure and massaging when you want it during the whole time. Defiantly going to keep going back to him.
Eric R.
50 minute massage with Matt. Excellent service. Friendly Personality. Great Massage.
April W.
Prompt. Excellent staff.charles was fantastic. Loved the upgrades.
Kimberly H.
wonderful. Miranda was a great.
Robyne V.
Very reasonable prices and membership cancellation policy.
Marie R.
Good people!
Lauren Della F.
Great staff, prices are extremely reasonable. Highly recommend Tyler for facials and Matt for massages!
Josephine B.
Rose was fantastic!
Kelly L.
Tried to book a couples massage here and the website was so confusing. I booked what i thought was a couples massage, and arrived to find out that the price would be double what i anticipated and that i would have to come back another day. Ultimately my friend and i decided to forgo the service because we couldnt make it work and they are still going to charge me 50% of their rate that was not clearly explained to us in person or online.
Kristin P.
I bought 2 facials— a birthday outing for a friend and myself. We are both teachers and we were looking for a nice relaxing spa treatment before the start of the school year. Unfortunately we both experienced the same unhelpful, unpleasant series of events during our facials. We both felt as though we were berated on the condition/quality of our skin. Additionally, we felt as though the majority of the time during our facial was spent being sold Hand and Stone products. Needless to say, sadly we both left empty-handed and with significantly less confidence in ourselves than when we arrived.
Harlen J.
Stone Massage was great.
Kimberly R.
Keeps canceling appointments on me or double booking. Very frustrated.
C B.
The massage was wonderful! I added a mini hot stone massage and I would definitely do that again! Johnetta did a great job working out the tightness in my back and hips. She has a fun playful personality, I felt very comfortable with her. The place is very clean and relaxing too.
Leon G.
My Wife and I did the couples massage and it was great! Relaxing and got some knots out of my back.
Vipul210185
Called me 20 minutes before my appointment and canceled it. If I would have done the same thing they charged for it.
John B.
Best soft stones
Justine H.
They have very kind and amazing massage therapists and staff. You feel well taken care of.
Escalita J.
I was very happy with my facial, I looked and felt great.
Kate K.
I brought my mother here for a special mothers day treat. We each had a 1 hour massage that we LOVED! Joey was amazing! I have so much pain and stiffness in my neck and shoulders and he helped me so much. And I didn't even realize I had tension in my feet until he finished my foot massage and they felt so much better. My mom had a woman who's name I can't quite remember but it started with a J. She had been suffering from a tension headache for a week, as well as lower back pain. By the time we left her headache was almost entirely gone, and her back felt much better. What a wonderful relief for her. This place is Amazing, a little expensive, but completely worth it. Very relaxing environment and professional, wonderful staff. Cannot Wait to go again!!
John E.
Too expensive
Amber W.
Charles did a great job. He knew exactly what I needed and I feel so much better !!
Scott H.
My wife and I had a couples massage and she also had a facial. Both of us had a wonderful time and a great experience. I would recommend their services to anyone.
Matthew M.
Had a membership for six months, tried a couple different therapists... The first was a nice guy, late both times, second time was covered in cat hair and looked like he was hungover.... I switched to the second therapist and she was standoffish and acted like she didn't want to give a massage, both in her conversation and in the massage itself.... So I decided to cancel and use my remaining credits at a different location. I was assured I was not forfeiting my two massage credits in cancelling... Well today, I was supposed to get a massage at the other location and showed up for my appointment only to be told my credits were expired.... My choices were to pay to restart a new membership or pay a non member price (double the member price).
Jason P.
Great atmosphere and couples massage was excellent!
Nathaniel T.
Very good service, Sarah was excellent
Brandy Z.
Love love love
Samantha M.
Do not buy their promotions! They don’t know how to process them!! The staff will make up excuses like “member pricing” vs “non member pricing” however a promotion is a promotion and the price shouldn’t waiver!! The manager was finally able to understand the disconnect and said she would retrain her staff, but I will not be back!! The service you receive is nice but not for the price they charge!!! I got a hot stone massage here and the one I got at Charles Penzone was 100 times better!!
Nikki L.
My Mother and I had Excellent Massages
Jordan W.
AWFUL EXPERIENCE. I HAVE NEVER BEEN. Every time I attempt to make an appointment at this location or another I get cancelled on, because your employees are late and they can't run my session into the next. 3 times this has happened now! don't offer appointments at opening if your therapists cannot be on time and professional.
Nikki H.
I love this place! I think the membership is a good value. I love the hot stone massage!
John S.
Only bought a gift card, but a wide selection of gift packages available.
Helen D.
Nice place, good service, a little long/slow on the intake process (lots of questions just to make a simple appointment, then forms upon showing up for health's safety sake). When I was leaving, there was a heavy sales pitch for the membership and then the products used during my facial by the receptionist. I would rather not go through all that after a relaxing spa service. Just a high level explanation is fine and if I show some interest, then ok. This one was several polite "No Thanks" but it kept coming to the point I was getting irritated.
Nancy A.
I go there every 5 weeks for an eyebrow treatment, they always get the color right and do a great job. Also last time I added a foot treatment and it was divine. I have had facials and massages and all of their services are top notch. I have been going to H&S for 2 yrs now. I highly recommend them and esp a massage by Lynne or eyebrows by Madeline.
Christy A.
Best massages and facials in town!
Ashley P.
Wonderful experience! Best hair cut/ color.
Sharon H.
I am so very frustrated with this place. I scheduled appointments on Monday for appointments today, Friday with receptionist lashonda. She confirmed our appointments I even called & confirmed again because these appointments we're for my bridal party and very important. I walk in this morning & they can't find our appointments, she even aknowledged lashonda works there. But said sorry. Did not offer a reason or solution besides that 2 of her therapists did not show up today. How unprofessional. So disappointed. I have had other problems with scheduling appointments with them & using their online scheduling. I can't believe this place is still in business. The 2 massages I had there were just ok. The fascial I had was nice, that's the only positive experience I've had. I cancelled my membership because I wasn't happy with this place about a month ago & have to use my packages in a timely manner. I thought what a nice time to use my packages for my wedding. I got my girls together everyone took off work. I wish they had competent employees & management. Again so disappointed.
Devorah S.
Wonderful facial and massage.
Talisha H.
If I could give no stars I would! I hate to bash a company or even complain. But I have never been so disrespected when I'm suppose to be receiving a service . I had an appointment with Ruth at 1:30pm my husband scheduled it for my birthday I get there at 1:20the women hands me the paper work I am ok the phone with my husband as I feel at the paper work then I hand them back the clipboard and the last at the front desk said I can go to the restroom so it dosnt interrupt my massage . I get out the restroom and Ruth rudely call my name and tells ne where to go ... I noticed it was 10mins and no one told me the time Ruth was nasty she told me ... you took 20 mins to fill out your paperwork (which was a lie) and your not even on my bed. I couldn't believe she talk to me that way I told her I wanted to cancel and a refund . We went to the front desk and they ask what happened I told them and the offered to get the owner . I thought the owner was coming to apologize for the experience, but instead he challenged me ... I just simply asked that they take my card off file and be done with it but he threatened to charge me still because (his words exactly )I didn't finish my paper work in a timely manner. I told him I'm not at school or work I'm here to get a massage and you will not charge my card because no cancellation policy was initially disclosed to me or my husband and services where not rendered. AND ON TOP OF THAT I WAS DISRESPECTED BY RUTH! So save your selves everyone go to massage elements or massage envy this place is horrible ... At least this location is...I have been in customer service for 10 years . It's not hard to treat people right!
Beverlee K.
Great experience(s) I just keep going back. Have facials and massages.. Highly recommend..
B R.
Very professional and friendly staff. Great atmosphere. They truly made it all about me. No hard up selling either.
Jolynne L.
Great facial at the Polaris location - esthetician knew her stuff and I was so pleased with the results that I signed up for the membership to go back to her once a month. Thanks!!
Chef Brian D K.
I never leave a bad rating for company's in the hospitality industry.But let's talk facts.I was sold a monthly package back in April of 2016.60 dollars a month for a massage package that as to date I have not used.They continue to charge me for a package every month at 65.00 and when I have tried to use it they always booked up.Put some serious thought into investing in a company that's always booked up but continues to charge you a membership fee.I will be cancelling this via writing and my next stop will be the BBB.If I'm given the run around about cancelling my next stop from there will be the attorney general's office.People read the ratings here This is how they make there money.
Lydia F.
Great facial. Everyone was professional and answered all my questions for me.
Lin W.
Average therapists, terrible service. I called several times to cancel my membership, they just won't give me the cancellation form. I had to go there to cancel, and they told me they had to charge me an extra month. Fine. Then I called to tell them I can't make it to my appointment and want to reschedule, they told me they had to charge me for that appointment. They already did so once before. I will never ever go there again.
P H.
Worst experience ever! I had a full day scheduled for the pure bliss package and was told my appointment was at 12:45pm. I get there at 12:30pm and was told I missed my appointment. She said it was actually earlier. I asked if they do reminders and she said yes but I never received one. Then she apologized because she said they didn't have my number or email in their system. She ended up giving me a complimentary facial that day. I had to reschedule my pure bliss package which was 2 weeks later (Friday the 3rd at 12pm). The day comes and right as I'm about to leave for my appointment my car wouldn't start. I called the spa at 11:48am and told them my car wasn't starting and they told me that was fine that I could always call back and reschedule. I call roadside assistance and right After I got off the phone i called the salon back to see if could get the remaining services done since roadside were on their way. She said no and that $140 would be deducted from my gift card since I cancelled and that they have to pay the employees because they reserved that time for me. If they reserved that time then why couldn't I go still go in 30min later to get the remaining services done? It was a 3hr package and I don't mind missing the first 30min. I'm the one paying for it. So I ended up speaking to the manager melany and she said "you can still possibly receive your facial but that is all, I'll have to call the girl and see if she can come in to do your facial". She said the massage lady left that was going to do my other services and that's why I couldn't get my other services. It doesn't make since. If they all had the time RESERVED for me then why did they leave? It was 12:17pm when I made the second call and they were gone already. I'm a licensed esthetician and I'm not even out of the spa in 17min when a client cancels. So they ended up taking the $140 and I had nothing done. If I wanted to receive the remaining services I should have been able to. I was willing to go after I got my car started.
Bob H.
Exceptional staff, facility, and experience. I highly recommend Hand and Stone to others.
Susie G.
Loved the atmosphere it was clean and relaxing. The front desk lady (I forget her name) was super nice and informed me of some products. Unfortunately I had asked for a deep tissue massage and asked for more pressure the whole time. Not sure if the girl was inexperienced or her nails were too long. Not was I was looking for. More of a relaxtion type of massage.
Andrea W.
This is my first ever online review. The spa was clean and inviting. My therapist (Quentin) was the best therapist I've found in the 3years of me living in Columbus. I would highly recommend Hand and Stone Massage and Facial Spa due to my experience today!! P.S. I'm 39 weeks pregnant and it takes a lot to impress me these days.
Bobi A.
Polaris Hand and Stone is wonderful. Massages and facials are professionally completed. The facilities are immaculate. I strongly recommend the services and staff.
Sandeep S.
Worst Customer Service! They charged incorrect price and when contacted, they promised to look into it and never got back..disappointed...would never visit this place.
Ricky Bowles (.
Was able to schedule a next day appointment for late evening and had no trouble at all. Was suffering from consistent back pain and afterwords I felt refreshed and rejuvenated. The whole staff was extremely friendly. Ariel did excellent work, would highly recommend.
Kelsey L.
Good massage. Gives first time discount. Has monthly subscription for massages
Kevin B.
I had an excellent experience at Hand & Stone. The atmosphere was outstanding. I had a massage, and it was tremendous. The price was reasonable, and the staff very professional. I would definitely go back. 5 stars definitely. I am using my son Kevin's name on this because he is signed up to post on Google. But my name is Ernie Brown, and Hand & Stone is well worth your money!!!
Elaine H.
What a great experience! From the receptionist to the therapist, it was a wonderful experience! Would highly recommend this as your go-to place for massage! They also offer other services as well.
Ronald S.
I recently had the pleasure of receiving a fantastic massage by Richard. The experience was top notch from the moment I walked in the door. I walked out after my massage extremely relaxed and ready to face the world again. I would recommend Hand & Stone to anyone who is looking to be pampered.