# Hand and Stone — user reviews > 121 indexed App Store user reviews of Hand and Stone by Hand and Stone Franchise Corp., rated 3.30/5 from 368 ratings. - Source: https://appshunter.io/ios/app/hand-and-stone/id1593378103/reviews - App overview in markdown: https://appshunter.io/ios/app/hand-and-stone/id1593378103.md - Rating breakdown: 5★ 166 · 4★ 31 · 3★ 29 · 2★ 37 · 1★ 105 ## What do users think of Hand and Stone? Overall sentiment: negative **Pros** - 🙌 Excellent customer service - 💆‍♀️ Skilled and experienced massage therapists - 🧘‍♀️ Relaxing and rejuvenating experiences - 🏆 Consistent high-quality services **Cons** - 🤖 Buggy and unreliable app - 🔍 Lack of transparency in membership details - 🕰️ Difficult to schedule appointments - 🤷‍♀️ Poor customer support - 📵 Inability to link membership to app **Commonly reported bugs** - Login and password reset issues - Appointment booking errors - Inconsistent app functionality across locations - Outdated app version issues **Most requested features** - Ability to book different massage types through the app - Option to select preferred massage therapist - Display of membership details and package information in the app - Improved app navigation and user experience ## Newest reviews (10 of 121) ### 2/5 — ONLINE BOOKING SUCKS *2026-06-24, version 5.14.9* The service is good but the APP SUCKS. I’m blocked from booking OL appointments because I rescheduled and cancelled one appointment. I talked to them on the phone and even talked to a manager when I went to visit but my account is blocked. It’s frustrating and disappointing because I talked to them 7x already and they always assure you that they will fix it but it’s already 6 months and still blocked. I stoped going to them since march and have 3 credits for April, May and June. I’m cancelling after getting my next schedule. ### 4/5 — Massage *2026-04-30, version 5.14.9* Letisha was amazing. She really knows how to find the hot areas and massage them away. I will go back and ask for her. Check her out. She is a professional ### 2/5 — Rating the app ONLY *2026-04-14* This app is very basic in functionality. You can schedule an appointment and choose who’s available for the most part. However, the app seems to be more for the corporation than the customer. When I buy gift cards or extras from deals it doesn’t show on the app. Nor does it show how much credit I have. Maybe speak with some of the customers if there is another update or improvements. Thx. ### 2/5 — Needs improvement *2026-02-08, version 5.14.9* App can only book 50-min massages, have to call for 80-min Prompts to use touchless experience Every. Time. Needs dark mode BADLY Credential auto-fill doesn’t work for username at all ; tries for pw but doesn’t return anything (tried 2 pw apps) ### 1/5 — No support *2025-12-11, version 5.14.9* It’s really frustrating to have an account for so many years and not be able to access it from the app. I called the local franchise and they weren’t able to help, although I’m grateful they at least tried. I called corporate and got NOWHERE! No tech support, no answer, the automated line keeps disconnecting the call. ### 1/5 — Stupid App Design *2025-11-17* If I could give this App less than one star, I would. I’ve been a member of Hand and Stone for many years. This morning I got an email and decided to try using the app to schedule a massage. That part went OK as far as it goes although the app should recognize members and not ask them questions about who referred them or want my credit card information when you already have it on file. The reall inanity of this app be became clear when I attempted to fill out the client information forms. These comprehensive health history forms have logged in a sore point for me. My massage therapist does not need my entire medical history for a 50 minute rubdown. Nevertheless, I attempted to fill the form out twice in each occasion it returned errors indicating I hadn’t answered questions about whether I want to use CBD oils, etc., etc. then the app went into an endless loop spinning wheel of death with no way back or out of the menu leaving me once again having to fill out this stupid form when I come into the office. Please stop annoying your customers unless the intent is to actually add to the stress that’s the reason we’re calling for a massage in the first place. ### 1/5 — Glitches in app *2025-11-07, version 5.14.9* App doesn’t allow you to see available times to book an appointment, it has an overlay of the wait list button and doesn’t allow to scroll down ### 1/5 — No longer works for me *2025-11-07, version 5.14.9* I do not know what has changed, but I am no longer able to book my appointment through the app which is so incredibly frustrating. I go to book & it shows availability & then the screen will only show me the waitlist option. I have deleted the app reinstalled and it’s the same thing. Please fix!!! I am on an iPhone 16 Pro. My font is set to larger if that makes a difference. I do see others having the same issue. ### 1/5 — Lots of bugs *2025-10-24, version 5.14.9* Won’t let me book through the app! Shows availability for a day then tells me to join the waiting list! When I try, it won’t let me! Poorly designed app! ### 4/5 — Pain treated *2025-10-16, version 5.14.9* Thank you so much Mercedes for helping me today with my pain ! ## Most critical reviews (10 lowest-rated) ### 1/5 — Sucks *2026-04-01, version 5.14.9* Who redesigned the app and site? Both make it impossible to do more than one add-on at once. I have to call the location if I want more time and something like hot stones because you can only select one add-on option. Thought I could work around this by clicking rebook. No, it just selects the base option of the 50 minute massage. Also, why is it so difficult to just go to when my preferred massage therapist is available. It’s ridiculous to click week after week after week. Just take me to her next available date in the evening. I know she’s popular, I’m fine waiting, I just don’t want to give myself carpal tunnel in the meantime as I scroll. ### 1/5 — Last resort *2026-03-16, version 5.14.9* This app is sadly very outdated and disappointing. First off, it’s been over a year for a decent update, meaning is naturally buggy given new iOS requirements. The UX/UI experience is clunky and I wouldn’t be surprised if there’s ADA contrast violations. Luckily a good a phone call still works being that the app NEVER synced to my membership anyways. ### 1/5 — Terrible *2026-03-03, version 5.14.9* Trying to fill out the intake forms before my appt, and anytime there is an error (or not) when you submit it gives you an endless spinning wheel. I finally filled everything out and signed my name, it gave me an error that my signature was required and got the wheel again. Don’t have an app if you can’t make it work properly. ### 1/5 — Horrible service *2026-02-07, version 5.14.9* I had an appointment for 1 1/2 hour massage. That same morning I had oral surgery and thought a massage would be nice. I made the mistake of telling the manager that I had to take something for the anxiety. I also admitted that during the procedure I had to take another one and husband was being my driver. They had me sign the authorization form and later went into the room. Once inside I was told that they couldn’t do the massage because of the medication I took. I would have to wait 24 hours. I asked, Well, what if I say it was yesterday?” Then I asked, “ What if I had lied and just not said anything. “The therapist said that she was putting her license in danger. I understood and asked if there was any service they could do? I was told I could get a facial that night. The I don’t give a sh— attitude from the manager prompted me to cancel my membership. I had 7 credits so scheduled the next day. I then get an email from someone, Lisa, that the manager at the Stephanie location had called and complained so now I was BANNED from all locations and she canceled my new appointment. Never raised my voice, never sweared, just asked questions and was frustrated because they didn’t even try to help me. You can’t tell me that customers who have pain aren’t walking in on prescription drugs, antidepressants, or smoking weed. I have also been informed that the 7 months they took my money will not be reimbursed. ### 1/5 — Useless App *2026-02-02, version 5.14.9* This app is useless. You can’t book an appt because it doesn’t tell you open slot times. It just sends you to the waitlist even though there are open appointment times actually available. Now you have to call to book any appts. ### 1/5 — Not user friendly *2026-02-01, version 5.14.9* App is easy to make appointments but not to use points or rewards. It's very unclear as to how many packages one has available. Some updates to those would improve the app. ### 1/5 — Worst app I’ve ever used *2026-01-14, version 5.14.9* The app, and the Hand & Stone website, are both incredibly frustrating, unhelpful and useless. The use, functionality, application, lack of clarity, detail, or explanation for any of the booking & billing services, gift cards, rewards points or menu items is a huge disappointment. What a complete mess. Except for Ryan and the truly excellent receptionist staff in Glassboro, NJ, I could not in good conscience recommend Hand & Stone to anyone who expects a high quality customer friendly interface and business model. ### 1/5 — Stress inducing *2026-01-09, version 5.14.9* Each attempt to utilize the app is met with frustration due to ap freezing up or failure to save information and visits. ### 1/5 — Useless App *2026-01-01* I keep hoping that when I open the app changes will have been made to make the app easy to use. I have my go-to facialist and yet, I can’t ever make an appt. Either the calendar shows she’s unavailable or there is a waitlist. I’ve tried to put myself on a waitlist but I can never add my name. It would be great if you could pick your person and see their availability instead of scrolling through the calendar in hopes there is a green dot. It would be especially helpful for those of us who travel or have tight schedules. And this is just one complaint. Please improve your app!! ### 1/5 — Needs improvement *2025-12-22, version 5.14.9* The app is hit or miss. It feels like whoever created it is using old school algorithms. I’ve used it, just rejoined was able to schedule one appointment - then managed to forget my password and it will not send a verification code out to my email - definitely the right email, typed correctly been trying for weeks now - can’t use the app at all now. ## Most praised reviews (10 highest-rated) ### 5/5 — Love my masseuse. *2026-07-15, version 5.14.9* I have been coming to the Hand and Stone on Alma School RD. in Chandler for over a year. The reason I still come is because of Amy P. He She is an excellent masseuse. I am an older adult and she keeps my arthritis pain at bay. I have to book months in advance because she is very good at what she does. 👍 ### 5/5 — Massage *2026-07-03, version 5.14.9* Amy Parker at the Chandler Alma Street location is wonderful for a relaxing massage 💫 ### 5/5 — Entire staff is amazing! *2026-06-29* Every time I can’t get an apt with a favorite massage therapist I’m nervous another one won’t be as good but then they are! And having discovered that they all have special talents it is wonderful to have these great options all in one place! The facials are so spectacular and relaxing in themselves as well. I can’t praise this company enough!! ### 5/5 — Massage *2026-06-27, version 5.14.9* I go to Richard for a massage regularly! He is incredible. Absolutely great massages. ### 5/5 — Compliment for Amanda!!!! *2026-06-27, version 5.14.9* Amanda is an exceptional lady, who gives fantastic, enriching facials. Amanda takes time, notices what you need and gives you the best facial! Amanda’s hands are soothing, warm and strong. I’m glad that I had the season with her. Wow, Thank you Amanda! ### 5/5 — Boynton Beach Florida *2026-05-14, version 5.14.9* Love most talented most talented Clare massages last almost 4 years now too so wonderful too most beautiful talented Shae too most beautiful Facials too many positive comments regarding my most beautiful Face too Major congratulations ### 5/5 — 1st Visit *2026-03-22* This was my first visit to Hand and Stone. The studio is clean, relaxing, and well stocked with beneficial merchandise. The front desk staff was knowledgeable and extremely friendly and professional. I requested a firm massage for a specific back pain. I was assigned to Ruslan. He has an abundance of knowledge, including experience in the medical field. This is just what I needed. The firm massage was definitely intense, but I could feel the results by the end of the session. He is my go to from now on for pain therapy. This was an excellent experience. I highly recommend him. ### 5/5 — Cedar Hill Store location *2026-02-16* #1 everyone at the Cedar Hill, Tx location are wonderful. #2 I was lucky enough to be placed with Tamara for my first massage!! It was heavenly. She is personable & experienced….. she ruins me for the rest of the day! I walk out so relaxed nothing can bother me! #3 if taking care of your mental & physical health is selfish sign me up! I found my happy place!! ### 5/5 — Clermont Hand & Stone *2025-11-04, version 5.14.9* I had a wonderful facial with Sherry. She did a great job, was so friendly, and I was truly able to relax and enjoy the experience. The ladies who checked me in and out were so sweet. It really made me want to return as soon as possible! ### 5/5 — Dr. Doddapaneni *2025-10-08, version 5.14.9* I enjoy good massage They have good well trained. Passionate masuers Myofascial. Pain relief Muscle pain Neck. Back. Spinal pains, spasms Joint mobility etc I strongly support their. Hygiene. Professionalism. Etc I am a regular fir headaches. Neck stiffness. Shoulder pains. Excellent result. My. Therapists. Thomas’s and. Maria Enjoy. Best wishes Dr d babu --- *Data collected daily from the US App Store and indexed by [AppsHunter](https://appshunter.io/). User reviews are verbatim App Store reviews. Ratings, prices and chart positions refresh continuously; this snapshot is from 2026-08-27.*