Had and amazing first facial with Kylie! Will definitely be back soon
Shikha Suhag Sharma
Jan 2026
Zero stars! Customer support is extremely poor. They are not even flexible with their regular long time customers. Forget coming in as a new customer. My daughter was sick and had to stay home. I requested them to reschedule or allow me to bring my daughter in. They provided zero support. This facility only cares to charge you, not work with you in your emergency. Manager and Front staff do not care. Policies are made to exploit customers.
Kelly Costanzo
Dec 2025
Hello,
I have been a customer at Hand & Stone McMurray for several years and have regularly purchased gift cards and treated myself to massages. Unfortunately, I am extremely disappointed by the customer service I recently received and by the lack of effort from your manager, Morgan, to ensure customer satisfaction.
I called to schedule a massage for Friday at 8:00 PM. On Thursday at 6:00 PM, I noticed that my appointment had been booked for Thursday instead of Friday. I immediately called the front desk to explain the situation and asked if my appointment could be moved to Friday. I was told that I would still be charged the same-day cancellation fee and that no exception could be made.
I asked if a one-time exception was possible, especially since this was an honest mistake and I have never canceled an appointment before. I was simply asking to reschedule, not cancel. I even offered to reschedule with the same therapist so they would still be paid. Despite this, I was told that there are no exceptions due to “corporate policy.”
I am a salon owner myself, so I fully understand the importance of cancellation policies. However, good businesses also recognize when exceptions are reasonable. Charging a loyal customer $130 when they immediately call to correct a scheduling error and offer to reschedule shows a lack of flexibility and poor customer care. There is no difference between receiving payment on Thursday versus Friday.
After speaking with Morgan, I was again told there were no exceptions. In my opinion, this corporate policy — and the way it is enforced — is bad business.
Additionally, my mother has also been a customer at this location. She once arrived for a scheduled massage and was told at the front desk that the therapist had the flu and that no one else was available. She was asked to reschedule but was not offered any form of compensation. This raises the question: why is it acceptable for a therapist to cancel last minute without compensation, yet customers are penalized for attempting to reschedule?
As a result of this experience, you have lost not only my business but future referrals as well. I interact with clients daily and will be sharing my experience. I will also be leaving a Google review to reflect the poor customer service I received.
Finally, I will be contacting my credit card company to dispute the charge, as I find it unreasonable to pay $130 for a service I did not receive when I offered to reschedule in good faith.
Colleen Keefe
Sep 2025
Gabbi is the best!
Jessica Wise
Aug 2025
My husband and I celebrated our anniversary by getting massages. When I called, the receptionist got us scheduled within a couple of days and was knowledgeable about what therapist to place us with based on our massage preferences. When we arrived the office was clean and had a relaxing and calm atmosphere. Our appointments started at their scheduled time. Our massage therapists were knowledgable and friendly. They asked questions to better customize the massages and answered any questions we had. I had Karleen and was pleased with her pressure and technique. She offered a medium pressure with reflexology. My husband had Dieken who’s pressure was more intense and firm (my husbands preferences) and he provided great service. We would both recommend this office and these providers. Pricing is reasonable. We will be booking again soon!
Cathy Mckinnon
Nov 2024
I went to Hand and Stone for a Microcurrent. Madison was very friendly and did an excellent job. She explained the procedure step by step was answered all of my questions regarding my concerns. I would definitely schedule future appointments with her.
Celena
Nov 2024
Paul is amazing. He was very kind, considerate & respectful. I felt very comfortable and safe the entire time! I would highly recommend him to anybody that is in need of some relaxation.
Sara S
Nov 2024
Got a massage last week and it was amazing! Gonna come back next time I’m in town
Jackie Horvath
Oct 2024
Do yourself a favor book a massage with Crystal truly hands-down the best massage I have ever had. Are used to belong to massage envy and I’ve had plenty on vacations and I’ve never had any as good as this
Darlene M
Oct 2024
I’ve been getting massages for about 20 years and Reagan is one of the best therapist I’ve had. She knows exactly where to massage. Very relaxing and much needed!
Sarah M
Had and amazing first facial with Kylie! Will definitely be back soon
Shikha Suhag Sharma
Zero stars!
Customer support is extremely poor. They are not even flexible with their regular long time customers. Forget coming in as a new customer. My daughter was sick and had to stay home. I requested them to reschedule or allow me to bring my daughter in. They provided zero support. This facility only cares to charge you, not work with you in your emergency. Manager and Front staff do not care. Policies are made to exploit customers.
Kelly Costanzo
Hello,
I have been a customer at Hand & Stone McMurray for several years and have regularly purchased gift cards and treated myself to massages. Unfortunately, I am extremely disappointed by the customer service I recently received and by the lack of effort from your manager, Morgan, to ensure customer satisfaction.
I called to schedule a massage for Friday at 8:00 PM. On Thursday at 6:00 PM, I noticed that my appointment had been booked for Thursday instead of Friday. I immediately called the front desk to explain the situation and asked if my appointment could be moved to Friday. I was told that I would still be charged the same-day cancellation fee and that no exception could be made.
I asked if a one-time exception was possible, especially since this was an honest mistake and I have never canceled an appointment before. I was simply asking to reschedule, not cancel. I even offered to reschedule with the same therapist so they would still be paid. Despite this, I was told that there are no exceptions due to “corporate policy.”
I am a salon owner myself, so I fully understand the importance of cancellation policies. However, good businesses also recognize when exceptions are reasonable. Charging a loyal customer $130 when they immediately call to correct a scheduling error and offer to reschedule shows a lack of flexibility and poor customer care. There is no difference between receiving payment on Thursday versus Friday.
After speaking with Morgan, I was again told there were no exceptions. In my opinion, this corporate policy — and the way it is enforced — is bad business.
Additionally, my mother has also been a customer at this location. She once arrived for a scheduled massage and was told at the front desk that the therapist had the flu and that no one else was available. She was asked to reschedule but was not offered any form of compensation. This raises the question: why is it acceptable for a therapist to cancel last minute without compensation, yet customers are penalized for attempting to reschedule?
As a result of this experience, you have lost not only my business but future referrals as well. I interact with clients daily and will be sharing my experience. I will also be leaving a Google review to reflect the poor customer service I received.
Finally, I will be contacting my credit card company to dispute the charge, as I find it unreasonable to pay $130 for a service I did not receive when I offered to reschedule in good faith.
Colleen Keefe
Gabbi is the best!
Jessica Wise
My husband and I celebrated our anniversary by getting massages. When I called, the receptionist got us scheduled within a couple of days and was knowledgeable about what therapist to place us with based on our massage preferences. When we arrived the office was clean and had a relaxing and calm atmosphere. Our appointments started at their scheduled time. Our massage therapists were knowledgable and friendly. They asked questions to better customize the massages and answered any questions we had. I had Karleen and was pleased with her pressure and technique. She offered a medium pressure with reflexology. My husband had Dieken who’s pressure was more intense and firm (my husbands preferences) and he provided great service. We would both recommend this office and these providers. Pricing is reasonable. We will be booking again soon!
Cathy Mckinnon
I went to Hand and Stone for a Microcurrent. Madison was very friendly and did an excellent job. She explained the procedure step by step was answered all of my questions regarding my concerns. I would definitely schedule future appointments with her.
Celena
Paul is amazing. He was very kind, considerate & respectful. I felt very comfortable and safe the entire time! I would highly recommend him to anybody that is in need of some relaxation.
Sara S
Got a massage last week and it was amazing! Gonna come back next time I’m in town
Jackie Horvath
Do yourself a favor book a massage with Crystal truly hands-down the best massage I have ever had. Are used to belong to massage envy and I’ve had plenty on vacations and I’ve never had any as good as this
Darlene M
I’ve been getting massages for about 20 years and Reagan is one of the best therapist I’ve had. She knows exactly where to massage. Very relaxing and much needed!