I was disappointed that the appointment booked online in response to an advertisement was not on the schedule when I got there. That meant my appointment was late and the therapist I was supposed to have was not available. The therapist that came out was covered in dog hair and did not present well upon initial meeting; however, with that being said I did follow her back and went ahead with the appointment. She was able to work out the pain in my shoulder and I felt much better after the appointment. I do think Hand and Stone should have offered some type of compensation for the mistake made, which they did not. To me that showed a lack of professionalism and regard for the customer. I am hopeful that my future appointments will be handled more professionally.