I really enjoyed the massage! I am looking into their monthly membership, it could be worth it.
They alway make you feel great amazing customer service and amazing masseurs
I really enjoyed the massage! I am looking into their monthly membership, it could be worth it.
They alway make you feel great amazing customer service and amazing masseurs
I stopped my membership with them because half the time i would book a massage, they would call within an hour of my appointment to cancel on me. What's the point of paying for a membership you never get to use!?!
Friendly service every time I’ve been here. It’s my go to place for massages.
I've had a membership for a while, and its been a dream to be able to relieve stress and decompress! I have had 2 problematic visits (1 was my appointment scheduling got messed up and the massage didn't happen for me OR my sister, and the 2nd was a therapist who talked through the whole appointment, but I never spoke up or said I'd prefer to be silent and thats on me) Unfortunately due to covid I had to stop my membership, but I am looking forward to going back.
Use to love this place When I first got membership. Not anymore. Every time I've gone in for a facial, the estheticianist up charges me even when I ask her not to. Last time I refused to pay for it because she said it was free and then tried to charge an extra $20. I just called because I had canceled my membership during covid and they said that all of our services had expired which was eight services we'll never go there again.
It was amazing....will do it again hopefully next month.
Aleric has magical hands, perfect pressure, very knowledgeable, friendly and kind. Explained maneuvers in detail and recommended stretches for specific muscles for additional self-care at home. I was so relaxed at the end of the hour that I stayed under the speed limit on my entire drive home! (I’m usually a leadfoot! ????)......And I slept like a baby. ???? Excellent experience and I’ll definitely be returning soon. ????????
Really enjoyed Jennie! She gave me an amazing facial! Loved the pumpkin mask!
Oh my WOW I get monthly massages but they really stepped it up with the hot stones.
This review is for Mike , he is a wonderful masseuse, very professional , always asks what I need worked on the most.. I’ve never had anyone work on my neck as good as he does ! Pressure is great ! Feel like amazing bucks afterward ! The Front desk girls are always very sweet as well ! I don’t know much about the facials I only come here for massages. Only complaint is wish it was a full hour for the price , everything is extra .. but not their fault.
Good firm massage, sore in a good way. Loosened up the kinks in my back and neck. I will definitely go back.
Best massage establishment in the area hands down!
My wife and I had scheduled an appointment pre-Covid in March. We arrived on our scheduled visit to the site and it was not open for 15 minutes after it’s opening time on this Sunday. We finally entered and come to find out no staff were available for our appointment. We chalked it up to Covid, management gave us complimentary massages once they we’re reopened. Fast forward to August 22 2020 now we are being given the same run around again! Being asked to schedule for other days, again. Being promised appointments in other branches for other days. I’m not going to schedule my day around their appointments again. So they can tell me at the last minute, sorry we can’t get us in. NO THANK YOU! I will never waste my time trying to use this business again. I recommend finding another massage provider.
I am not pleased or satisfied with the management and staffs customer service. Don’t let them fool you with their kindness and fake customer service In the beginning because they will act like they care until you sign up for their membership. After that it’s hell they don’t care about you at all. All they care about is getting paid from you signing up with their membership. I canceled my membership due to their lack of communication. And In the agreement if you cancel you have to pay the last Months and you have 90 days to use your visits. My question is if the establishment was closed during the COVID situation and you guys opened back up in June when that was the last month of my 90 days. How do you expect me to use my last 4 visit????!!!! The management said sorry we can’t extend it cause we were open I’m June. Smdh this place is a joke!! I WOULD NOT RECOMMEND THIS PLACE AT ALL AND DONT GET THEIR BEMEBERSHIP CAUSE YOU WILL GET BAMBOOZLED!
Tim & M.
URGENT! DO NOT SIGN UP FOR THEIR MEMBERSHIP! MANAGEMENT AND STAFF DO NOT CARE ABOUT THEIR CUSTOMERS! THE WORST CUSTOMER SERVICE EXPERIENCE! I HAD 4 VISITS AVAILABLE AFTER ENDING MY MEMBERSHIP (DUE TO THEIR HORRIBLE CUSTOMER SERVICE) AND WITH COVID THEY WERE SHUTDOWN AND REOPENED IN JUNE. YOU HAVE 90 DAYS TO USE THEM UP BUT THEY WERE CLOSED AND MY 90 DAYS ENDED IN JUNE SO HOW DO THEY EXPECT ME TO USE THEM! THE MANAGER SAID OH SORRY WE OPENED BACK UP IN JUNE SO WE CANT EXTEND IT. BUT YOU WERE CLOSED AND I HAD UNTIL JUNE. HOW DOES THAT EVEN MAKE ANY SENSE! I AM SO FURIOUS BECAUSE THEY ARE SO QUICK TO CHARGE YOUR CARD AND TAKE YOUR MONEY! I ADVISE ANYONE GOING HERE TO NOT GET A MEMBERSHIP OR JUST NOT GO THERE AT ALL!
The man that massaged me was very knowledgeable and professional and i really enjoyed my experience here and plan on returning in the future.
Excellent service for my facial. My estheticion, Brenda is amazing. She was thorough and attentive to my skin care needs and took all precautions during my service. I love this place for facials my skin always feels and looks amazing.
Difficult to find a giftcard on an android. I had to google it and enter the site from the search engine.
Roxanne St. O.
Andrea was great! The right amount of pressure with the right amount of time on each problem area. I recommend her!
Hand and Stone has very skilled and friendly massage therapists and estheticians. I love the hot stones, they are perfect for melting away sore and tense muscles! The spa is beautiful and clean! Highly recommended!
This Hand and stone is the best by far and my favorite front desk Receptionist is “Keiana” she brings that place positive vibes and makes you feel welcomed each and every time You go in.
The membership is a good deal and scheduling here is always easy. Prompt, professional service and courteous front desk staff.
Massages are okay. I have had more appointments cancelled because of over booking than actual massages. Maybe a good thing? For me kinda sucks when I'm looking forward to it.
Overall it was a lack luster experience. It’s very clean and has a great menu and product offering. The masseuse did not listen to my needs. She was so focused on the sciatica that I put on the notes (along with multiple other areas of interest) that she never touched my upper body during my “full body massage”. The masseuse I was set up with was a very small and very nice young lady. Not usually an issue but I’m 6’ 260lbs and wanted a firm massage (again in the notes) and she did not have the “tools” to fulfill this request. The rooms were well lit. Not exactly what your looking for during a “relaxing” experience. The staff was nice enough but while waiting at the front you could clearly hear everything the receptionists were saying. CLEARLY. LOUDLY. Again not the expectation for a “relaxing” experience but the prices were good.
Incredibly dissatisfied. My husband and I scheduled an hour couples massage for our anniversary. Got a 40 min massage, not an hour. My husband fortunately had a satisfactory massage. I got scheduled with Marissa who I informed where I needed pressure and how much. 10 minutes in it felt like all she was doing was applying lotion so I told her I needed more pressure. She replied saying "Oh so you want a decompression massage". I told her I just needed more pressure in order for my muscles to loosen up at all. She still did not listen. She did not ask any questions on how she was doing or how the pressure was. When we were done I went to the front desk to find out she tried charging me extra for a "decompression massage". The girl working at the front desk was very sweet and tried to accommodate but was only able to remove the extra charge. So in the end I still ended up paying $159 for a 40min lotion application session. A most frustrating way to end a weekend celebrating our 10th anniversary.
Carrie is the best massage therapist
Brenda is the best for any skin related service! Not only is she super nice, she's knowledgeable about facials & skin care!
Very comfortable reserve seating. Popcorn not-so-great.
Jaz gave me my hot stone massage. I found her to be very professional and excellent at her craft.
I’ve never written a bad review before. However, I am frustrated with the scheduling issue that occurred not once but twice in a row. I’m still giving them three stars because the ladies at the front desk tried to give me a comp and we’re very polite. I will not be trying to schedule a third massage if I never got the chance to even get a massage the first two times due to the scheduling issues. I called over the phone to schedule a couples massage. The lady confirmed my appointment and I received a confirmation text for my boyfriend and I’s massage a few days before our scheduled date. I arrive a little before my boyfriend and go to check in. The lady at the front desk said that we weren’t scheduled for a couples massage. She gave me a comp and helped me reschedule our appointment for the following Saturday. I figured it was just a honest mistake. Happens to everyone. My boyfriend and I arrive yesterday for our appointment and they tell me that we weren’t on the list for appointments for the day. Even though I was told by one of the ladies at the front desk the last time I was there that we were scheduled for 1pm on Saturday, February 1 2020. She was kind enough to try and reschedule us again but for this to happen a second time was frustrating. The lady assisting us tried to provide us another comp but I declined. I figured I shouldn’t take a comp for a place I will not be going back to. Front desk ladies were nice but for this to happen back to back is a little ridiculous. I don’t know if it’s because I’ve never been here before so I’m not in there system, or a scheduling issue is occurring. Either way it should be addressed.
Feel so relax and Jeanette my therapist excellent highly recommend ??
I was a little anxious about going here but, the front desk staff and Heather absolutely made me feel welcomed. They explained everything in great detail. Heather made me feel so relaxed and I felt so much better after leaving.
Rough customer service experience. They called and cancelled our appointment after we already had a baby sitter set up, time off work, and didn't offer anything for the inconvenience. I will not try them again.
I'm not sure if this is a bad company or just bad employees. Either would never recomend them.
I 100% recommend James and Heather. James did my massage while Heather did my boyfriends massage, and man, I’ve never had a better massage before this! James knew exactly where all the pressure points were and I felt like I was floating up onto a cloud. Signed up for the membership. Xx
Warm inviting atmosphere and great massage therapists.
So I went in yesterday to get a massage because my regular place was unable to get me and sooner. After having a car accident in July I've been having issues with my back and my neck. My neck flared up again and the past 3 days I have not got much sleep so I decided to go to them they told me that Mike would be the best person to get the massage from so I was like let's give it a try. Got in there he explained everything so good and did amazing work that I could actually sleep better last night. waking up this morning was amazing. I definitely recommend this place And especially Mike.
Relaxing place, clean. Friendly efficient front desk staff. Massages are a bit pricey I think. So I got a membership. Brings the price down a bit. I've gone here off and on since they opened years ago. They're very consistent. All the masseuses I've had here have been very good+. They're busy so it's usually hard to get a same day massage unless you're willing to go later like 8 or 9.
I have been getting facials with Brenda for years. She is the best!
My massage experience with Mike was one of the best I have ever had. I love deep tissue massage and he excels in delivering that type of pressure in all the right spots. He found and worked on the numerous knots and other areas of tension I didn’t even realize I had. He is very professional, friendly and knowledgeable!
I saw Mike. He was very professional and kind. I did a deep tissue massage and he was hands down the best I’ve ever experienced. I’ll definitely come back to see him.
Best place in the world!
I have been going to Hand and Stone for years! I love the convenience and the membership ensures that I come in and get that necessary self care. Turnover is about typical for a chain massage establishment. I can usually find a good fit and return to see them for several months before they move on. Facilities are clean, reception is friendly. Definitely recommend.
My therapist was Austin and he was totally awesome! Very calming guy. His appearance caught me off guard though because I wasn't expecting some dude who looked like he would be down to rock out at any moment BUT don't let that deter you because I'm telling you, you cannot go wrong with this guy. If you are the engaging type he can keep you engaged but he doesn't overly talk. He was very polite and courteous and respectful and didn't rush me. I made sure to leave that man a decent tip. The massage itself wasn't a full hour, I think it was like 50 minutes or so but I'm not even complaining because it was 10 minutes short but the service was great. The ladies at the front desk were pretty awesome too, appeared to have some fairly decent knowledge about the products they were selling. They weren't pushy either for you to buy anything. They also weren't trying to rush to get me in and out. The waiting room, the hallway to the massage rooms and the room I was in, were dimly lit but not too dim you couldn't see. The place was very clean, didn't see anything out of place and the music was very Zen like and calming. I also got like Blueberry tea/water at the end so that sweetened the deal for me. I definitely recommend this facility.
love it here, they’ve got refreshments while I wait and have nice relaxing music & heated beds for my service... super peaceful. The massage therapists are amazing and very knowledgeable highly recommend ??
Great massage but this place has absolutely awful communication and turned my relaxing experience into a stressful one. My boyfriend booked a prenatal massage as a birthday surprise for me and on the way out I was told it needed to be paid for, while the entire time being pushed towards buying a membership which should be done then and there. I paid for it and left, when I got home he showed me his bank statement that he did indeed pay for it. I called and got a different receptionist who has to look into it and that it was indeed already paid for and that I would need to come back in for a refund anytime because it couldn’t be done over the phone I don’t live very close, so I took an hour (round trip) out of my day to go back for my refund, when I got there I was told a refund couldn’t even be done because a manager wasn’t there!! I had to wait for a call back to get my money after explaining the situation, barely got an apology for all the run around and wrong info, AND being double charged. Also be careful because when he booked it, they charged him $40 more than they charged me because I was given an introductory rate, I wanted his charge reversed but was told that couldn’t happen because he had purchased a gift card to put towards the massage since they said that’s the only way he could pay for it and gift cards couldn’t be refunded. I would absolutely not recommend this place to anyone and will NEVER go back. Save yourself the headache and go somewhere else.
Very nice spa my therapist was great however she failed to address two main areas of target pain relief I came in with 3 areas only got 1 addressed I also put down on the intake card that I wanted Bio Freeze added and did not receive that either. The time was off even though I arrived early, 47 minutes for an hour paid not cool..
Great staff and services.
I have been a member for a while now and recently went in for a facial, the girl put so much product on my face that The front desk girls gave me tissues because they could see how much product was left on my face. I ended up having to go home and wash my face. During the service I upgraded for the laser therapy and a collagen facial because the girl refused to do the chemical peel I requested. I was charged for all the upgrades and asked for the manager to call me due to how horrible the service was. I have yet to be contacted and every time I call they tell me she is unavailable. If you can go to the location in Lacey, it is much better and is were I used to live, they genuinely care about the clients. Don’t waste your money at the south hill location!
My wife and I live out of town. She scheduled a prenatal massage online before the trip knowing we’d be in a car for a while. When we arrived we were sent away because they didn’t have a certified prenatal MT available. After looking closer the online booking process doesn’t actually specify if she booked the proper massage. It just gives a general “1 hour massage” option. We drove a bit out of the way to get here. Perhaps doing follow up calls with online bookings is something you guys should do!! Thanks for nothing.
Let’s just say that since I’ve going here, they have had to change my appointment time...EVERY TIME! If I have to hear the excuse that my massage therapists will be out on a family emergency, one more time, I am going to scream! We have canceled our membership and spoken to other customers that have done the same or will be doing so. I have not been able to get one single deep tissue massage from any of the female therapist, since going there. The only thing that I’ve enjoyed is the facial. I still have a number of free services remaining and don’t look forward to any of them! This place should be shut down or completely re-staffed (including management) with people that know what they are doing!
My husband and I made appointments about 5 days prior to our appointments and mentioned that we wanted the hot stone massages. The day of our appointment my husband was called to go in but was told by the masseuse that she was not licensed to apply the hot stones. He was very disappointed and opted not to have a massage. He was also told that the front desk would be able to issue a refund but when we tried to get the refund, we were told that it was nonrefundable due to the fact that it was a gift card purchase. We were also required to fill out paperwork indicating the level of pressure we would like, but upon entering the room, the masseuse stated she did light touch and would start off light but I should let her know if I needed more pressure, which I did but felt it was not achieved..
Stacy is very good
Great experience! Definitely will be back-
Anniversary couple gift card. We enjoyed a special day with a massage. It was great. Nice people. Calm atmosphere. Good all around. We have been to Hand and Stone several times and have always been happy with everyone. ??
Michael (Mike) was great! The place is very peaceful and clean. Staff is informative and the coconut water at the end was pretty rad. Will definitely be back.
I wanted to love my experience there. But my massage therapist was very talkative, shared too much of their personal life. I wanted to rest and relax. The massage price was fair at the introductory rate, but I wasnt convinced this is the right location for me to do a monthly massage.
The staff is really friendly and helpful. All the therapist seem to be knowledgeable of massage. I have yet to have any issues fetting an appointment with my preferred therapist.
Very rude office lady, made a return very difficult even after their corporate office told me they should do the return of a product that was causing horrible acne
Awesome massage thank you
I always get such a relaxing facial from Paige and my skin glows afterwards. Stacey gives great deep tissue massages.
First time getting a massage ever. Nikki was great.
Overall: Great massage experience! But could improve in some areas. Went in with my wife for a couples massage here today for our anniversary. We both agreed that our masseuses were really great. (I had Jaz and she had Nikkie). The only reasons this isn't a five star review are for the following: 1) The cost of services are pretty misleading. It's a bit misleading to say a couple's massage is $70, not $70 per person. It is after all a "couples massage", last I checked the word "couple" meant two... And then the hot stone upgrade is advertised at $20, not $20 per person which is the real cost. Just make it the package deal of $140 or $180, respectively. It'd be so much easier to understand. 2) The communication between masseuse and client could use improving. At the end of the massage there was no definitive statement of anything like "okay, that concludes our session". They just asked us what kind of water we wanted and mine said they would be outside with the waters, as they left and turned on the lights (so faintly spoken we did not comprehend it). We stayed under covers for a minute and looked confused at each other, neither of us knowing if it was over yet. Finally, after a couple minutes, we got up, got dressed and then opened door to find our masseuses waiting with cups of water to escort us back to the lobby. 3) Communication again. My wife asked to have her massage focused on her back. What the masseuse did was great, but the time dedicated for the lower back was definitely short for the 50 minutes of massage we had. Time spent on arms+legs was about twice longer than time spent on her back.
Meh. This place is ok. My boyfriend scheduled an appointment for me for the weekend after Valentine’s Day. We were early and they weren’t even fully ”open” according to the receptionist but their door was open and their times of operation suggested they were open. Maybe they should arrive to location in enough time to make sure they’re fully prepared for the work day ahead of them. I filled out the paperwork stating where I did NOT want to be massaged and where I wanted most of the focus and how deep I wanted the pressure to be applied. I honestly don’t know why they ask us these questions on the form if they don’t read them...?! The massage therapist still felt the need to ask me where I wanted the focus and she massaged one of the areas I noted I did NOT want touched! Also, the pressure was ... meh. I left feeling only slightly less tense which isn’t acceptable given the pricing. She also didn’t give me any points of advice or recommendations of how to improve my discomfort or pain, nor did she explain her opinion of why I was experiencing the pain I was feeling. The time slot scheduled for your appointment isn’t dedicated solely for the treatment chosen. They will use prep time and the dressing/drinking water/bathroom time to cut into the time dedicated for treatment. It’s kind of a cheap move if you ask me. The secretary did not seem to know much about treatments offered and she didn’t take the initiative to ask anyone who did know, instead suggesting that I ask the therapist... ????. I love a GOOD massage and feel massages are extremely important but they aren’t the most financially affordable treatment to include into a lifestyle. Being that they aren’t cheap, they should be beyond amazing and provide a great amount of relief and relaxation. This place needs to make sure ALL their massage therapists are up to par. They also need to provide sanitizer at the front desk. I doubt if I’ll be back.
Always an awesome experience
So far. I haven't had the massage yet. I "booked" online and they had no slot for me when I showed up. So I will make another review on the day of. DON'T BOOK ONLINE. She even said it doesn't work sometimes.
Michelle is my girl. Always super friendly and takes great care of my skin. The place is always clean and smells good. Easy parking.
David did my prenatal massage absolutely amazing!!! I highly recommend!!!!
Best massage ever. They listened and did not talk the whole massage. Ask for Jacqui.
Very friendly staff, they listen to your concerns.
I had Ms. Ann. She was perfectly AMAZING!!! I received a mircoderm engulfed with a true love for what she does. They ladies at the front desk were soooooo awesome and sweet. I WILL bring friends here!!! Thanks Talia for treating me!
Great friendly staff. Awesome service.
Best Massages, facials and gift items. Love the hot stone massages.
I've had a membership here for about a year. The staff is very friendly and they offer a wide variety of services, including Reikki for those who could use a little work on their body's energy. I love my monthly visits.
Was given a one hour couples massage as a gift from our best friends with extra money for extra services and tip. Got to the office 20 minutes early to fill out paperwork, paper work was done by 2:50pm, was never told to return it to the front desk. We just sat there and waited for our masseuse. During this time another lady was waiting for her appointment with her paper work on her lap, even though she was not done her masseuse came and got her. We waited until 3:07 before 2 employees came out and headed to the front desk, they didn't acknowledge us until 3:17. At 3:20 the massage started, it ended at 3:58. They said since we weren't done with the paperwork they had to cut our appointment short!! We were done, just waiting to be called upon, I have never heard of that! To make matters worse we upgrade to the Himalayan rock massage with the extra credit and one of the masseuse wasn't certified so one of us had to choose a different option. They offered no apologies, and tried to put the blame on us for not having our paperwork completed. Horrible customer service and unskilled on the upgrades advertised. Kiana, the receptionist, tried to make amends but the lady she spoke to shut that down and basically said it was our fault. A shame we even have to put 1 star, for a $250.00 service, this was a disgrace.
Brian R. B.
Always friendly and great service here.
Very relaxing after a stressful week.
I had my first experience at hand and stone yesterday and I was very impressed. My masseuse was Iggy and he made sure the pressure was how I wanted it and was very polite. My neck and shoulders are feeling better today. I recommend giving them a try if you’re in need of a massage!
I had a relaxing enjoyable message and facial. I will definitely go again. Wonderful atmosphere.
This place is great. I’ve been a member for many moons. The girls in the front are always curtious and kind. They greet me with a smile every time I come into the spa. I use my membership at many locations since I travel quiet frequently but always feel like home when coming into the Puyallup Spa.
Horrible service. Booked 2 appointments a week out for my husband and I. I was nervous based on reviews and sure enough I get a call the day of saying my masseuse broke her knuckle?? I could reschedule or come in for a facial. When I tried to call back of course nobody answered. They don't answer their phones! Husband went to his appointment and said he asked for medium to firm pressure. It was the equivalent of a sunscreen application. Zero pressure and she used her forearm the entire time. He wanted to leave in the middle of the massage. In the meantime I found another location and it was amazing! I am shocked that a manager wouldn't be able to perform the massage themselves or call someone in. There is no excuse for inconveniencing people who have lined up babysitters and scheduled their day around an appointment, just to cancel last minute on them. Based on the reviews this obviously is a regular occurrence for them and unfortunately we will not be back. The only positive is we found an amazing masseuse right down the street and for that we are grateful! I hope the masseuse heals quickly and I hope that they get their staff issues resolved soon. To those that have memberships I feel bad! And yes, they offered a discount off of a service in the future when my husband complained but no thanks!
Terrible place. If I could give it no stars I would. My husband and I gave them a chance for 4 months and had problem after problem. The only person in the place working the phones that was pretty great was Deanna. The rest cant get anything right, dont know the massage team enough to put you with the right people, are incredibly rude, and cleanly cant do their job. Do not waste your money here, you will have problems. They would call to reschedule us multi times a month and wouldn't answer the phone when I would call. I told them I was pregnant over the phone they said it was no problem and they scheduled me. My husband and I arrived and the lady at the counter rudely told me I can not be seen for my appointment before I wasnt far enough along. So then she rescheduled me out to my week 14 and have now gotten 4 different rescheduling problems. This was just a drop in the water compared to the problems I have had with this place. Oh and apparently when you sign the papers after canceling your membership they keep taking money out. This place is a joke. You would be better off going to massage envy.
Terrible service, cancelled an hour before appointment we had made weeks earlier. On our way, already paid for the sitter and everything. Probably because it was a nice day and would rather be at the lake...
Always great massages just cant always get in when we want to, they need more people
Fantastic spa! Sabrina is amazing!
Do not waste your time! Horrible customer service! My appointment was canceled day of, just a few hours before my appointment was schedule for which I made days ahead of time. It’s ridiculous for a company that has a policy which requires a 24hr cancellation notice or customers will be charged to be able to cancel my appointment hours before without any other accommodations is rude! Not only was my day plan around this appointment but it was also a birthday present for someone else, which is now completely ruined. I don’t recommend anyone to come here, but instead spend your money on a more professional salon!
Only been once, but I’ll go again. Clean, friendly and punctual crew and facility.
I have had many massages over the years and my kids bought me a gift card for a relaxation massage...this massage was nothing more than glorified lotion application.
I mean... Hey! Who doesn't like to chill out..
L Ø L.
Very relaxing, my back felt great afterwards. I like the atmosphere too.
Not sure if they're short staffed or something but it's impossible to get in on the weekend without booking weeks out, which is fine until your appt gets cancelled on very short notice with no options except to book out weeks later. The front desk people really just are not great. I'd be more willing to work with rescheduling, which has happened multiple times now, if the front desk didn't treat me like I was the inconvenience. Rude and sarcastic--not a good combo for a customer facing job. I used to have a membership when the location was new and it was awesome at first! I cancelled a few years ago because it really was becoming a chore to have to reschedule all the time and I had 8 services stacked up due to their staffing issues. It's been a while since I'd been in and was hoping for some improvement but can see that's not the case.
So the only reason im giving this 1 star is because i have to and my husbands experience was good . So me and my husband were scheduled for a couples massage and it was the 2nd time i had been to this place, first time was a couple years ago and that time was horrible to, no mimd u im a Tharipst and o run my pen business doing massage so i know how important it is to listen to each client and their needs for each is different my gail did not do that at all i had a 50min and all she did was my upper back and wrenched on my neck pritty good wich in my opinion is not a good thing necks can be tricky easey to injure i told her my legs and shoulders needed work and the top chect from work and the gym and she acted like sje heard me but didnt this is super frustrating for me so off to the set up room was supre clean was nice quiet the only thing that might throw somr off is i think they use peppermint oil in the linens or on the face cradled because it felt like peppermint oil to me on my face . My husband on the other hand had a great massage for his frist one it went well he said his gail did the back,legs,arms,feet exct but the other thing that was really dumb is when u go in tjey talk over each other trying to get your info .as a massage thearipst i KNOW their is a way better way to do that , its called talking 1 at a time so right out of the bat for me it went very poorley i will never be back to this place my husband will have to learn to go buy himself lol . I dont ever leave bad reviews but as a Tharipst that has been in the field for 12 years and the amount of money u have to pay 160$ for a couples wow ...i think both people need to be able to walk out feeling great and get what they payed for .
This location is absolutely great. The front desk staff and extremely welcoming and accommodating. I love talking to them when I come in to visit the spa. And they all have such fun hair to match their personalities. The therapists and estheticians are all so knowledgeable and professional. They are consistent across the board. I trust every single one of them. I have never had a bad experience here. The only problem that I could think of is that they get so busy. Always make your appointments a couple of weeks in advanced at this location. It’s very rare they have same day appointments. Hand & Stone in Puyallup is such a great spa! And make sure to get the membership! It saves you so much money in the long run if you keep going back.
Fantastic Spa!! My family received massages for Christmas and were absolutely floored with the service and aesthetic. The staff was beyond kind and talented, offered us water and were very informative on all of their packages as well as additional services and products. This location was pristine and calming. I highly recommend this to seasoned spa goers and those new to the massage scene alike. Will be going back again soon!
My masseuse (Emily) was very helpful in pinpointing my problem areas. I went in for a deep tissue massage mainly for a pulled muscle in my back and I felt much better afterwards. I ended up purchasing a membership at the front desk immediately after and everyone was so nice and helpful. I highly recommend this company and this location!
My visit to the spa was just as I expected it, professional and relaxing. I really enjoyed the visit there. The Massage person was excellent.
Always great, never had a bad therapist. Mary is my favorite
I had a wonderful experience at this location with Nikki. She's very talented and I feel rejuvenated. The atmosphere is nice as well.
I have come in for several services and am always pleased!
I have had a membership for almost 2 1/2 years. This location is closest to where I live now so I wanted to try and use my membership at this location. The therapists I have seen here are great, but I am not thrilled about the employees in the front. It is impossible to make an appointment at this location. I have tried more than a few times. The majority of the time I get a voicemail which I gave up leaving messages on. It would be days before I got a call back, and that is when they did actually call back. Most of the time they don't. Recently I actually did get to schedule an appointment that worked for me they called me 30 minutes before to tell me they had to cancel it due to the therapist being out. I was told they tried to leave me a voicemail the day before. I never received one. When I asked if there was anyone else available since it would be weeks before I could get back in, they said no (not very apologetic about it). I would have to reschedule for another day. After how unapologetic and seemingly uncaring the young lady on the phone was I said I had no interest in rescheduling with them. I would rather drive the extra distance to the Kent location. At least there they give a damn about their customers.
Massage was great, but way over priced. We went in to grt a massage which my husbnd schedulrd ahead gor a COUPLES massage. They told us the price woukd be $120. We went in for the appointment and when waljing back to the room the ladies walked us into separate rooms.we let them know we scheduled one together....afterwards the lady at the front desk charged us $199... we were shocked ans asked why it was more than whatt we were told when scheduling ahead of time. She stated because we wanted to be in the same room it was another $20 PER PERSON!! We get massages frequently and always couple massages. This is absolutely ridiculous ! Why would us being in tbe same room cost more when it SAVES them money because they have more rooms now for more clients. Besides it being a ridiculous charge they should have let us know that when it was brought up that they scheduled us wrong! We will not be going back to any hand and stone due to how unprofessional the lady was at thr desk about thus being their error when we scheduled in advance and her attitude when i brought it up. Makes no sense to charge so much to be in the same room either! Not one massage business we have gone to in the last 3 years charge u to be in the same room becuase it costs you absolutely nothing! The front desk girls need to be trained on customer service also. The massage ladies did great however! Great pressure and were very polite.
Michelle is an amazing massage therapist, very personable and engaging. I will certainly book another appointment with her and would highly recommend her. She is a wonderful addition to the great team at Hand and Stone.
This location is great! Hand and Stone is always on my wish list for the perfect gift for me!
Terrific service great people highly recommend to any family member.
Best ever!!! I recommend to everyone who loves to take care of them selfs... can wait for my next appt!
Buy the membership! It's such a great idea to be active in keeping your body and face glowing regularly instead of once in a great while. The price of the membership services are well worth it. Mary is AWESOME for hot stone message and Michelle is the epitome of a esthetician. She knows her stuff and takes time to explain things every time! THANK YOU!
I have had only great experiences at Hand and Stone in Puyallup. The environment and services have helped me to relax tremendously. When there is an error or unforeseen situation, they go above and beyond to fix it and communicate with you about it, which is a big deal to me. I would give five stars if the employee turnover was not so high, especially among massage therapists.
Relaxing. Quiet. Peaceful.
Great and clean place! Been going there for years and love it.
The staff is courteous and professional, the massage therapists are skilled, and the surroundings are relaxing. One of the receptionists put no fewer than a couple of hours to fix a scheduling error, when most places would just shrug it off. Incredible service! Recommend to all in the area!
I've been going to the Puyallup, WA Hand and Stone Spa for over a year. The service is great, the rooms are clean and the staff is very friendly. I will continue to go and highly recommend this spa to all in the South Hill / Sunrise area.
Great relaxing massages
I love Hand & Stone! I received a membership as a Christmas gift and now look forward to going every month. I leave feeling sooooo relaxed, it's amazing! Their hours easily accommodate even the busiest schedule and the atmosphere is just wonderful. Give it a try - you'll be back!
I got a gift certificate for Christmas. Easy scheduling and I'm looking forward to the massage. I've been here a few times before and always had a great experience.
Great therapists and very friendly staff
The Puyallup location of Hand & Stone is hands down THE best! It is well kept, the staff is professional and there is a "hush" that lends itself well to the whole spa experience. I have had several massages there and am usually very pleased with the experience. I do believe I have found my fave though and that would be James. I came in last night after work, I was tired, sore and my back was spasming, my mind was racing with stuff I needed to do and a nagging guilt that I was taking time for myself to get this massage. he was highly professional, took the time to ask what I wanted from the massage and took care to ensure I got exactly what I asked for. I walked out of there content, spasm free and with a lifted spirit. Thank you James and Puyallup Hand & Stone!
Wonderful place, friendly clean and good price.
I just called attempting to make an appointment. I was immediately placed on hold, waited for 4 minutes, after that the phone rang again and just disconnected. I also attempted to use the online appointment firm but never got a call back. Based on the problems scheduling alone, I won'the be visiting this location.
They were very friendly and inviting. Wonderful relaxation massage, I would definitely go back.
I had my first massage at Hand and Stone yesterday and Kyle was my masseur. His strong hands relaxed my upper body muscles better than anyone I've had before. Thank you Kyle.
This place is not the greatest! Therapist are very nice but they call you 3 times the day before to confirm! Our therapist called out and they called us literally 10 minutes before our appointment to tell us. Thankfully a lady gave us her appointment but they didn't seem to want to take care of the customer at all and didn't act like they cared at all!
Bought a membership first time coming in. Friendly and warm staff, I recommend this place to anyone and everyone. Edit: 9 months later I wish I can give these guys 5 stars again!
Alexandra is amazing!! She is the reason I got a membership!
We have had nothing but problems at the south hill location. My husband and I had Memberships and they were always trying to charge us more or we were missing massages. I just called to use my last one and they failed to mention that once you cancel your memebership you only have 30 days to use your massages. I've paid for these already and they can take them away! Terrible
Dr. Daisy A.
Great customer service. That new services and products as well as excellent massage therapist.
Great staff and management, that always leave feeling so relaxed.
My wife worked here for years and I can say that she is pretty good at massage.
One of the best massage I had tonight. Friendly and excellent customer service!
I ended up getting my first massage and it was a hot stone one. I was really nervous, but they were amazing and relaxing. Signed up for another!
Wonderful service - my massage was so relaxing. Can't wait to return!
1st time here for a massage and it was great!
Friendly and courteous employees. The therapist I saw made sure to give a lot of time to my problem areas and didn't push me to get massages more than I wanted to. While I was waiting for my appointment, the front desk employees talked to me and made me feel very welcome and made the time go faster.
This is the bests massage place ever - from the amazing front desk staff to the rocking massage therapists, I am so glad I finally got my own membership. The setting is wonderful and I have been treated with nothing but respect and excellent customer service! Thank you Hand & Stone!
I have been in to Hand and Stone on a few different occasions throughout the years. This year I finally pulled the plug and bought the membership. The services I have received at Hand and Stone from massages, to Hot Stone Massages, enhancements, to facials have all been wonderful and the the massage therapists have been great. It's been a relaxing experience and I would recommend them to anyone! Great location too!
I've been twice and had great massages both times. Looking forward to my next appointment!
I have had both massages and facials at this location and the services I received we always excellent. The therapists were very professional and I always walked away a happy consumer. A number of issues I had: 1) calling to make an appointment requires patience. The majority of the time you get a voicemail and rarely a call back. 2) my biggest issue is the monthly membership. I had a membership for about a year. I was only able to go about once every other month so my monthly massage/facials stacked up. I got to the point that I had about six saved up so I quickly used and gifted a few and then decided to cancel my membership because I just didn't have the time. I called in and inquired about the process. The girl I spoke with took my email address and emailed me the cancellation form. Easy enough! I filled it out and returned it via email. I called a week later to confirm receipt and was told they didn't have it, so I again filled it out and sent it in. I called back that day and they confirmed it was received. A few weeks later I was shocked to see my account debited again. I called and they said they didn't get my form and my account was not cancelled!! So I filled it out again and finally had the account cancelled. I had three credits left on my account and was told they would not expire. I recently called in to use one and gift one and was shocked to learn that they do expire! The girl I spoke with stated "it's on the form you signed." I told her I had specifically asked the staff member when I cancelled and was told that they will not expire. She said there was nothing she could do and I no longer had credits on my account. Lesson learned! Stay away from the membership unless you think you will consistently use it!
Had a great massage by Kelsey! She worked out all my knots in my back. Can't wait for my next appointment, going to try the hot stone massage next!
Kyle was FANTASTIC!! Hands down the best massage I have EVER had!
I just had my first of many massages hopefully to be done with Andrea. My massage was better than those I have had at fancy salons. I was made comfortable and felt welcome from the moment we walked in. I can't wait for my next massage.
One of the best massages ever! I walked into Hand and Stone and was automatically greeted with huge smiles by the front desk staff. They were so nice and very helpful! When my massage was finished and was back at the front desk to pay the staff again was super friendly and NOT pushy. I have been to other massage places that PUSH for a sale right when you walk up to the counter. I signed up for the monthly membership due to the staff being pleasant and not out for a sale. Would highly recommend Hand and Stone Massage in Puyallup to my friends and family!
I love Hand and Stone! Every time I go I leave extremely relaxed! They have great staff, prices, and services! So glad I am a member!
I received a facial and a 1 hour full body massage and it was great!!!! I joined the club because I am definitely going to come back. I am going to bring my 17 year old daughter with me the next time I go so she can get a facial before school starts.
I have gone in for the deep tissue and the hot stone massage and both experiences were pleasant. The hot stone was absolutely wonderful and very relaxing. I have chronic shoulder pain and it seems to just melt away after the massage.
It was my First Massage that I have done and it was very relaxing. The staff was very friendly and helpful. Will be back again!
From the phone call to making the appt, walking into spa and being massaged the service was Superior! Can't wait for my next massage!
I became a member after my second visit. I am impressed with the service and the atmosphere from the moment you walk in and greeted by the front desk to the completion of the massage.
First time coming here and the receptionist showed great hospitality. Asked if I need water or any assistance. Went there for a first time deep tissue massage with April and it was very relaxed. She started off at a medium pressure, since it was my first time, to see if it was comfortable, which it was. And progressively put more pressure going into an actual deep tissue massage. The staff there is kind and friendly and was of great service.
Had not had a massage in years. Was very pleased with my hot stone massage. Already scheduled another visit! Thanks!
i absolutely love Kelsey, my massage therapist! She listens to exactly what I need and I am seeing an improvement already in my knots in my back!!
I absoultely love this place for massages, my whole family has gone here and loves it. I have tried several others, but I keep coming back because they are a class above the rest.
Kharisma Montes De O.
First before I go into my rant: I want to say that Mary was my massage therapist and she was AMAZING. I like to call her Magical Mary..... However, the company she works for is not. Last month I was sold the membership. I weighed this carefully as I was looking for a spa that had licensed massage therapists. I specifically asked them if they were willing to produce and invoice and relevant information so that I could seek reimbursement through my insurance company and file the claim myself. Attached is the claim form. This is the form that I fill out NOT an employee at Hand and Stone. I contacted Regence, and a representative walked me through the process. They said they were familiar with Hand and Stone and had reimbursed customers for paying for massages there before. They explained that Hand and Stone had to provide the following: 1) A tax ID number 2) An NPI number 3) The procedure code on the invoice I would take care of all the other steps. This was all I needed from Hand and Stone. I was promised when I signed up for the membership that this would not be a problem. About 15 minutes ago I was contacted by the manager who informed me that they were not WILLING to provide me with this information. She said I was welcome to cancel my membership immediately. I was lied to in order for them to make a sale. The practice is dishonest and I will do what I need to do to warn other potential consumers. Totally unacceptable. Regence is a very large insurance company. Hand and Stone would not have lost any money as I pay up front. There is absolutely no excuse for me not being provided that information. There is no financial incentive for not providing this unless Hand and Stone is knowingly practicing false advertising or is committing other illegal fiscal practices of which the IRS would be alerted to. It is regrettable that I spent almost $200.00 of my money on a place that provided me with something they could not deliver. TIME TO GO TO MASSAGE ENVY? Do they do the same thing? Or maybe I have learned my lesson and won’t be fooled again by the deceit.
I have been a member for about a year. My experience has always been wonderful. The staff is professional and inviting. In my line of work, a deep tissue massage is necessary every 2 weeks. The therapist knows just how to work out my knots. I highly recommend Hand and Stone!
I have been going to Hand & Stone Since Feb 14-love it. I had couple massages-those were so relaxing. I also go for massage, facial, waxing, and foot treatment. I recommend all to anyone they are great. Not to mention the people are very pleasant. I highly recommend coming here you won't be disappointed.
South Sound Family Dentistry & D.
A great experience. Clean facility friendly and helpful staff. Heidi E.
I joined after my first massage. No pressure sales or anything, just an EXCELLENT massage that worked wonders. I've been back three times now, and have ended up seeing someone different each time due to my own crazy schedule. Well each therapist has been simply wonderful. At this point I don't think I could pick a favorite, they were all great! The front desk staff are great too, polite, courteous, always remembering to offer something to drink and a trip to the restroom before my appointment.
This place was A-M-A-Z-I-N-G! This was my first experience at this establishment and it was hands down the most rejuvenating and comfortable experience I have had in a very long time! It is very affordable and the treatment you are given by the staff is phenomenal. It is well worth your time and money to visit and experience what Hand and Stone Massage and Facial Spa has to offer! You will NOT be disappointed!
Im a 20 year old guy who runs 5k marathons, goes to the gym, stresses through college, and works a part time job. A friend recommended me to get a massage at a spa. Luckily I chose to get one here! The lovely receptionists were polite, and my massage from Kaitlyn was very relaxing, and fixed a neck strain I had. Afterwards, i felt so free, especially while exercising, and my body was experiencing a whole new dimension! It totally coerced me to become a member. If you need a monthly go-to get away, (especially you college students like me), go here. it's worth it.
My husband bought me the tranquility package for our 4 year anniversary and man was I ever satisfied with the whole thing! I felt so pampered and relaxed after. The package was an 80 min hot stone massage (first time for hot stone and highly recommend it here, they use the stones to massage as well as hands), then a cold stone face massage and foot treatment massage. My massage therapist made sure I was comfortable and new exactly what I needed and was very nice. The room was perfect temperature, the bed very soft and warm as well, very clean and great ambiance of the whole spa. Just wish they did manicures and pedicures too so I could have spent the majority of my day in pure heaven!
I surprised my husband with a deep tissue message, as well as a month to month membership for furture visits. The staff was so friendly and welcoming to the idea of surprising him. In addition, my husband said this was the best deep tissue message he has ever had. He was sore this morning but loved it. He'll be back to will book the same therapist. We also left with a goodie bag filled with a free upgrade, which was really nice! I highly recommend Hand and Stone Message!
The spa gives a nice deep tissue massage. I love the long hours and that it is open every day of the week. This makes it very convenient to get an appointment when I need one.
Ive been going to Hand and Stone for several months now and the service has always been great. The staff is friendly, knowledgeable and efficient in their skills. I always leave feeling better then when I went in. The atmosphere is always inviting and relaxing. I will continue to use their services Anthony Noffsinger
I had been here a few times with a friend. I moved closer to this location last Summer and would call for last minute appointments several times, they always accomodated. I have a busy schedule and can't always plan days in advance and have found it hard to get last minute appointments other places. They have always accomodated me and the massage therapists are great...Never was there a massage I didn't like. I rarely would request someone until recently I found a therapist I just can't live without. I am sure this will effect availability but it will be worth it! I love this place!!!!
I love my massages. I have been a member for almost two years. My masseuse is very talented at balancing a deep tissue massage and a relaxing massage. The reception staff is very friendly and knowledgeable. I would recommend this spa to anyone.
I love going to Hand and Stone, I have signed up twice for their membership program. The staff there is wonderful. The location is great, and the facility is beautiful.
I was leaving for vacation in a couple days and the spa I normally went to for waxing, let's just say, lost my business for various reasons. I needed another appointment and fast. I made the appointment at Hand and Stone the day before my appointment. Phew! However, the morning of my appointment while on my way in the spa [Hand and Stone] called to tell me the woman doing my service could not come in and had no one to replace her. They offered to reschedule me for another day with other various discounts. I expressed to them my frustrations because I was leaving the very next day for my vacation. Flustered to say the least, I began calling around trying to find another spa in a hurry. Minutes later Hand and Stone called back to tell me they had someone to come in! Hallelujah! Not only was she my saving grace, but she did an amazing job. It was my first Brazilian and she was super fast, super efficient and very nice. I ultimately bought a membership at this spa and have taken all my spa needs to this establishment. The staff are all very nice and respectful and really pulled out all the stops in my case of emergency. I would absolutely recommend this spa to others!
After the first massage I became a member! Amazing massage therapists at this location.
The hours work with my crazy schedule. Loving the happy hour on Mondays. Very relaxing and the appointments have always been on time.