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 cant 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.

My husband loved his massage. He came up draining due to how well the guy massaged him. I wasnt as lucky, but it wasnt horrible. I was talked into hot stone massage and Id never get that again. So it depends on who and what kind of massage you get. I dont recall the man who did my husbands. But Id recommend him to anyone.

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.

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. Id definitely recommend it.

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!!

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! :)

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!

Awesome services and very professional. The staff and owner are always very friendly and helpful.

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.

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.

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

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.

They were nice, relaxing clean environment, the therapist I got was able to apply firm pressure the entire time (which I needed)

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.

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.

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

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 :)

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.

It was my first massage, and it was great will definitely be back.

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.

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 whove 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 youve ever thought about getting a massage Id 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.

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.

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.

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

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

Great atmosphere, friendly workers! Will definitely be going back!!

Best massage Ive ever had in my LIFE! Amazing.

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

Joey is the bomb! I love the atmosphere & its so relaxing!

Amazing experience! Staff were super friendly! Very relaxing and clean atmosphere! Adam was outstanding and had a very hospitable Persona! Definitely recommend this place

Absolutely disgusted in their customer service. Spend your money elsewhere not worth it.

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.

My entire face is burnt after facial . Didn’t get the service what I paid for. Used more than 2 of my packages and received service for only 38 minutes. Very disappointed with the service.

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.

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.

Got this massage for my pregnant daughter. She said she loved it and said they were very friendly and professional!

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.

Helpful staff with a good monthly deal which holds me accountable for self care.

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.

First prenatal massage and it was perfect, Lynn was super nice and sweet, made me feelReally comfortable☺️

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.

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.”

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.

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.

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!

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

I recommend to any and everyone!! Fabulous place relaxing and great customer service

Facial technician was the very best ever

My facial and massage were amaaazing!! I absolutely recommend this place and will be back!

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.

Very Professional and soothing for the entire experience. Their membership program is great for repeat customers.

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 didnt 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 whos name I cant 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!!

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!

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!!

After an exceedingly stressful end of year this place got me relaxed again. Comfortable environment super calm massage therapist. Going back soon.

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.

Awesome facials and relaxing pampering services. If you need a massage or facial this place does a fabulous job.

I havent been to this location for several years; this was my first time back in a very long time. While I didnt have a bad experience per se, I cant say it was particularly standout, either. I wouldnt have been giving them this review had this not been literally the fourth time in the last six days that Ive 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 didnt 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 isnt 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 wasnt 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. Im 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.

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 doesnt 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, its over next to PetSmart.

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.

It was ok ok. If u spend $80 for just face , you expect a lot. Service wasnt expected as worth of money.

Everyone is always very friendly. I signed up for a membership that keeps the price affordable.

Always great service and we just joined.

Friendly staff, Genesis did an amazing job with my massage. Signed up for a membership.

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 Kevins 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!!!

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!!

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 healths 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.

50 minute massage with Matt. Excellent service. Friendly Personality. Great Massage.

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.

This is my first ever online review. The spa was clean and inviting. My therapist (Quentin) was the best therapist Ive 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. Im 39 weeks pregnant and it takes a lot to impress me these days.

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.

A nice place with professional staff.

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.

LOVELY TIME !! WOULD RECOMMEND

My Wife and I did the couples massage and it was great! Relaxing and got some knots out of my back.

Great staff, prices are extremely reasonable. Highly recommend Tyler for facials and Matt for massages!

GREAT couples massage!!! Went ahead and got the membership! Cannot wait to try out their other services!

Great looking place

Prompt. Excellent staff.charles was fantastic. Loved the upgrades.

Friendly staff, great massage, with minimal effort on my part. Getting a membership is the way to go!

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.

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 didnt 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).

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.

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.

I never leave a bad rating for companys in the hospitality industry.But lets 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 thats 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 Im given the run around about cancelling my next stop from there will be the attorney generals office.People read the ratings here This is how they make there money.

Charles did a great job. He knew exactly what I needed and I feel so much better !!

Very professional and friendly staff. Great atmosphere. They truly made it all about me. No hard up selling either.

Great experience(s) I just keep going back. Have facials and massages..Highly recommend..

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.

I love this place! I think the membership is a good value. I love the hot stone massage!

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 didnt 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 Im about to leave for my appointment my car wouldnt start. I called the spa at 11:48am and told them my car wasnt 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 couldnt I go still go in 30min later to get the remaining services done? It was a 3hr package and I dont mind missing the first 30min. Im 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, Ill 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 thats why I couldnt get my other services. It doesnt 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. Im a licensed esthetician and Im 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.

I was very happy with my facial, I looked and felt great.

Very reasonable prices and membership cancellation policy.

Polaris Hand and Stone is wonderful. Massages and facials are professionally completed. The facilities are immaculate. I strongly recommend the services and staff.

Good massage. Gives first time discount. Has monthly subscription for massages

Average therapists, terrible service. I called several times to cancel my membership, they just wont 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 cant 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.

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!!

Keeps canceling appointments on me or double booking. Very frustrated.

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 were for my bridal party and very important. I walk in this morning & they cant 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 cant believe this place is still in business. The 2 massages I had there were just ok. The fascial I had was nice, thats the only positive experience Ive had. I cancelled my membership because I wasnt 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.

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 Im 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 couldnt 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 didnt finish my paper work in a timely manner. I told him Im not at school or work Im 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 . Its not hard to treat people right!