I reviewed burns from a facial. The manager, Allison, offered repeat complementary service with upgrade. Then she charged my CC. SHE WAS VERY UNPROFESSIONAL! WORST SERVICE EVER! read more

Friendly stuff I had a very relaxing experience. A bit overpriced for 50 minutes. The masseuse was very friendly and adjusted the strength /location upon request. read more

I pre-booked a massage, arrived 15 minutes early, and was left waiting until almost halfway through my appointment time. Was told "sorry we are running behind" which is completely understandable, but I also deserve respect for my own time. I wasn't given any more explanation or time frame for when I would be able to start my appointment, so I left. Does this mean I get to charge them half the massage fee ? read more

TL;DR Since Gabriella and Visilia left, the front desk and office staff have been abysmal and ruin your experience. Though the massages are good, they cannot take away the stress the front desk will give you. It really disappoints me to write this review. I started my membership here in June of 2016 and unfortunately had to cancel earlier this year due to the complete incompetence of the front desk staff. I decided against cancelling/freezing my membership when the pandemic first hit and this location was forced to close their doors. I was lucky enough to be in a position where I could afford to keep it and wanted to support the small business I had been going to for the last four years. I also knew that I eventually would use all of my credits, so I didn't think anything of it. I started going back on monthly basis from August-November 2020, but then took another hiatus from December 2020-March 2021 when there was another spike in COVID cases in my area. After my first massage since the hiatus in March 2021, I asked the receptionist how many packages I had on my account. When she responded that I had two, I was shocked. I did some quick math and said that I should have eight since I hadn't been going throughout the pandemic. Since they were busy, the girl behind the desk asked me to call later in the day to see what they could do. When I called, I spoke to Samantha, who though she kept me on hold for a while was ultimately able to locate my packages. She said that when I asked the front desk to change my last name (when I got married in 2019), whoever made the change created a new profile for me. The new profile had 2 packages but the old had 10, including some gift cards I had purchased throughout the years. She asked if I wanted the profiles to be merged and I accepted, being so grateful that she was able to find everything I had paid for (12 in total). I thought all of that drama was put to bed until I showed up for my April massage. While I was in the waiting room, my usual masseuse, Erika, came in and took another client during my scheduled time. I asked the front desk about this and they said that I was scheduled with Jessica. I pointed out that there must have been a mistake because (besides from the times that she was on maternity leave) I have always had Erika as my masseuse. The receptionist then talked to the manager who apologized but told me there was nothing they could do. When I went in to my massage with Jessica, I guess she could tell I was upset and asked what was wrong. I explained how Erika was always my masseuse and I was upset to not be told I would not be with her today. While I was getting my massage, all I could think about was how I wanted to quickly use all of my packages and close my membership out. After my massage, I returned to the desk, and I guess Jessica told the manager that I was upset about the last minute switch, because the manager let me know that they would be comping my massage, which I greatly appreciated. I then asked how many packages I had left as I was getting ready to schedule them all. When the receptionist told me I had two left, I couldn't contain my anger anymore. I explained how this happened last time I was there and how Samantha was able to locate all of the packages I paid for and merge the profiles. I could not understand how or why this was happening again. The manager intervened again and kept me in the waiting area for almost an hour before she came out to tell me to call back later because she was unable to reach their corporate office. All the while, I heard customer after customer check out and have some sort of problem that "Visilia (the old manager) would take care of". It seemed abundantly clear that since the two previous managers (Gabriella and Visilia) left this place no longer knows how to function. Though I was clearly still upset, I said I would call back later. The manager apologized for all that had happened, especially with the Erika situation and told me to make sure that I confirm my masseuse next time. That was really the final straw. Even though I had Erika for all of my massages, and when I booked I asked for Erika, and the receptionist told me "Ok, you're set for the 24th at 1 with Erika", it was my fault that I didn't have Erika? What's more is that when I called later that day, the manager said she would call me back by Tuesday. Tuesday night, I called back since I hadn't heard from them and she told me she would call me back by Thursday. Having had enough, I called their corporate office. Unfortunately, they don't have any employees to take your call at corporate and just redirect your call to the location you're having a problem with. In the end, I had to call my credit card company and dispute 12 months of charges in order to get my money back. All in all, Hand & Stone is a sham and doesn't care about people who have been their member for 5 years. I've been much happier at Massage Envy. read more

I had a massage at hand and stone in Wayne New Jersey, and found it to be an excellent experience. as someone who often gets massages, to find a therapist so close to my home at a reasonable price and a clean and welcoming environment was a real treat! I have immediately joined as a member so I can enjoy this excellent experience every month, and even sometimes more than once a month! read more

I've had a few issues since i started going there. First i had staff get switched around on me , then i got a service w a new person who truly had no clue what they were doing. Then recently i waited over 40 min for my person to show up to work. She of course was super sweet and apologetic , but just doesn't makE ur visit feel so professional. The front desk girl has always been super kind and accommodating to every issue. So thanks to her i continue to go back n try to give them more chances. read more

On a recent visit with my wife, we had a decent time. There was a problem with our gift certificate so we didn't start on time and the massage ended at about 10 minutes before the hour so I estimate that our 50 minute massages were about 40 minutes each. The massage itself was nice. I did hot stone with aromatherapy. I didn't really even notice the aromatherapy. I had a masseuse with an accent who talked to me a lot during the massage and I had to struggle to understand so that part of the massage was not at all relaxing. All in all, it was an ok time. read more

The owner actually called me after I called their corporate number and fixed this situation for me! Today I had Belinda and she was amazing! One of the best massages I have ever had! I already made another appointment ! read more

Front desk staff was super friendly. But my massage started late and only lasted about 40 mins. Not sure if that's normal or not. I chose the stone massage since I figured it's in the name, it should be fabulous. It consisted of rubbing oil on my body and then rubbing a stone lightly over. I left greasy and very unsatisfied sadly. Had great expectations, don't think I will be back. read more

Never go to this location. The owner has no soul. My girlfriend was employed here and was fired due to my father having cancer and passing away. She took a couple days off to help me grieve. The owner did not care and fired her for it. Didn't even believe her that my father was sick with terminal cancer or if he really passed away. If you want to go support someone like that be my guest but plenty of places to get a massage and not support someone who has 0 empathy. read more

The worst location ever. I've had nothing but bad experiences here. See below; Experience 1: got a facial, could not breathe the entire time due to suffocation. Experience 2: Got a massage, the woman talked to me THE ENTIRE TIME, and I could not relax. Experience 3: receptionist had difficult using my gift card because it was over a year old and they had created new gift card formats since. They almost made me pay full price for the massage out of pocket ($100) even though the gift was for a member price massage ($59) Experience 4: they were promoting "buy one get one 50%" gift cards during Christmas time, they had signs all over town (but none specified the dates), I went to get the deal and was told no that it was no longer going on even though SIGNS WERE EVERY WHERE. Experience 5 (and possibly the worst): I booked an appointment on the phone, the receptionist told me she was booking me for a $59 introductory rate massage. I was unable to make the appointment, and they charged me a 50% cancellation fee of $100 even though my appointment was for a $59 massage. I rebooked online for the next day, and the receptionist (Hailee) called me and left me a very passive aggressive voicemail about how I wouldn't get the $59 rate for my massage and would have to pay full price. I called back to cancel my appointment, and try to get refunded for the correct amount and the woman (Arielle) tried to back track what Hailee had told me and said I was booked for $100 massage. Too bad I have the voicemail to prove them both wrong, and will be going to the store to speak to the owner. I then went to the Montclair location and was treated with nothing but kindness and professionalism. read more

I have been using hand and stone for serval months now. they decided to let go an employee who was excellent with charging my account accordingly. since she has been gone my account is now suspended since March. mean while I have two forms of payment on file. NO Email no call. they only call to schedule an appointment. horrible customer service. go to a different location. read more

I joined in the Jericho,NY location, but I moved to NJ and went to the Wayne location for a massage. Not good at all. I did not find the masseuse (Lily) to be exprienced in providing massages. I even told her where I had knots and she did not address them in any way! I was suprised when she said, DONE! Reason I cancelled my membership after this. NO THANKS! The only reason I'm giving them two stars is because they are nice and professional, but I'd give NO stars for the massage exprience. read more

Update - sent an email to Hand And Stone. Got back to me immediately. Very apologetic for my experience and offered for me to come back for a complimentary stone massage. Will post again once I go. I do appreciate their responsiveness to my concern. Note - it is new management. read more

I woke up with a fever today and called to cancel my appointment (and my moms, it was her birthday massage) and they said they had to charge me 50% for a no show fee. I told them I'm doing the right thing by not exposing their therapist. The receptionist kept saying it was board policy. So I canceled but bc my mom did not want to go now I was going to be changed 50% for both. I called back and said if you're ok with me coming in with a fever than I'm coming with my mom. They then told me I couldn't bc they filled both appointments. I said good then I wouldn't be charged. They planned on charging me anyway even though the appointments were filled. There was no manager to talk to and the only reason it was resolved was bc my card was declined. And then she hung up on m me!!!!! Never going back! read more

I feel like this place is a real hit or miss, you just have to know who to ask for. I had a membership here for the summer and at one charge of $50 for each month, that's not so bad. Sara-- was my first therapist but it was a while ago so I can't say much. I remember her as being very friendly and she was good enough to make me want to come back! Donna--Very friendly and sweet but she was definitely the most talkative, so if that bothers you, don't go to her. I was fine with it because she talked to be about what was causing my tense area problems and how to fix them. Christina--Avoid her. Worse experience I've had there. Yes, she was very friendly and nice, but I did not enjoy the massage at all. Crystal--My favorite therapist, hands down! So sweet and friendly and shes the only one who uses a hot towel on my back, which I love. She also tells you what oils she uses beforehand (peppermint and lavender usually) and the refreshing peppermint smell really sticks with you all day. In my opinion, she uses the best pressure. I have bad upper back tension and she works wonders around my shoulder blades. But I also love her leg massages. And her foot massages are the best I've had. read more

STAY AWAY! Very unorganized. They did not have our 10 am scheduled time booked in their computer and rebooked it for 5pm. Between 10 and 5 I received 3 phone calls....."HHHHiiii, This is Natalie....." finally by the 3rd call I asked why they kept calling and confirming my app and asking what I service I was expecting. She finally admitted that they had no idea what was going on....offered me a mini facial for my inconvenience. Did I mention that the 3rd call was at 4:40...and she asked me not to come in until she called me back because the person (AC) I was booked with was not scheduled to work "that " late! At 5 PM, I told her to refund my money, I was taking a plane out of town the next morning and would use the money for a massage at my vacation location. Today, Aug 12, 2013, my credit card co confirmed that no refund was issued. Today, Natalie, again has no idea what is going on. Today she stated "I have a vague recollection". Really, does this happen a lot? Is that why you are so confused? SSSOOOO after arguing and explaining what happened, after she told me "I cant a word in edgewise"...then needed me to explain it again.....I do believe I will get my refund. Natalie would not let me "get through" to the owner, Jessica. I FB her after looking up her identity on line. More to come. STAY AWAY!!! THEY WILL SCREW UP YOUR DAY/APPOINTMENT, NOT REMEMBER, THEN ARGUE ABOUT YOUR REFUND!!!! read more

Ordered a couples massage online. However, when we went, they only booked us one masseuse because of cdc guidelines and allowed only one of us to get a massage. When we asked to cancel they charged us a cancellation fee for a service we payed for and they couldn't provide. Company shouldn't have listed a service they couldn't offer, then on top of that, charge the customer for the company's mistake. read more

I have been a member for about 2 years and have had a great experience. I have tried many of the services with my favorite being facials with Sarah. She is wonderful. I have been a member of other spas, but I choose to keep my membership just to get facials with Sarah. She is phenomenal, very caring and always provides an excellent service. read more

Not sure why this place gets average ratings. Staff excellent and neck pain was relieved. Knowledgeable staff and service was excellent.

The worst customer service ever and a scam! I booked a massage and facial. The facial was at 11:00 AM. I should have known something was WRONG as I only got a text confirming the massage. Then at 10:30 I got a call saying I as being charged HALF for the facial because I was a NO SHOW! I was on my way there and I called them and they were nasty and there is no manager there on the weekend. They told me there was no way I booked a 11:00 (note they ONLY book on the hour / not half hour this is their policy for years!). AND when I asked WHO booked my appointment they could not tell me nor could they override charging me for the "no-show" - meanwhile I was NOT a no-show! I was on my way there for my 11:00 AM appointment (note - I could not have bookded a 10:30 as I would not have been available for that!). Someone clearly went into the system and OVERRODE my appointment and booked someone else and failed to sort this out and SCAMMED ME. NASTY customer service and TOTAL SCAM! Calling American Express and filing with the BBB....STAY AWAY FROM HERE! read more

Recurring charges, wouldn't stop billing us until we filled out a written FORM despite us calling to halt charges!? Wouldn't reimburse erroneous charges. Terrible business practices, beware. read more

Crystal is the best. It hards so good. She works all the knots. I get a hot stone with her. It is so relaxing, I could drift away forever.

Ive been going to this place monthly for facials . Gabby was simply amazing ! This month however they called me to let me know that she no longer works there . They changed my appointment, once I arrived the lady that did my facial was awful . Being that it was my first time meeting her I assumed she'd ask questions about my face routine or what I've gotten w Gabby or something but she didn't ask anything , she didn't even talk at all . Just sat down and put two different masks on, barely touched my face and gave me a very rough shoulder massage that I ended up very sore from . Very disappointed, don't think I'm not planning on going back read more

had a massage at this location. The massage therapist was not good and actually made me experience more pain then when I had before arriving. Also the lights kept flicking and the room kept buzzing. read more

The staff here is so beyond accommodating!! Super friendly front desk staff definitely makes you feel right at home! I spoke with christina while waiting for my session to begin and she discussed different upgrades with me to be more relaxed during my session! Never a bad experience here! Keep up the good work!!! read more

The wife and I had a couples massage,and I believe I had Erica and she was quite awesome. Very relaxing and we will be coming back again..

New owners. I have been a member for over 2 years and suddenly they raise my membership 15% without notifying me. Bye Bye Hand and Stone. Don't trust your money with this business you'll never know when your rates will increase. Their business model is not customer friendly its more like keep giving me more money. In the end you really don't need a monthly membership just spoil yourself a couple of times a year and buy the products they sell online. read more

Went today for the first time and I will not be returning. First of all it was supposed to be the 60 minute introductory hot stone massage -- but all I got was 50 minutes and that also included (for $15 extra) the hot foot treatment. Now I've had massages before and I've left feeling invigorated. Unfortunately not after this massage. Not sure if the pressure was a little to mild for me but then I was never asked if it should be any different or harder. And usually it's a full massage including massaging your head and front. Didn't happen today. So all in all I don't feel refreshed or invigorated and I can't recommend the masseuse I had. read more

Purchased a Groupon for a facial & massage at this location. Staff was mediocre. Facial therapist spent the first 1/2 of the session telling me that something died in the next room because the smell was horrific and although they searched for it, they couldn't find the source of the odor. Now that was comforting and relaxing! The facial was OK at best. Next was my 60 minute massage which was reduced to 40 minutes because of the two add on services they sold to me. I thought 'Add Ons" meant they were added on, not "in place of" my original service. Add On Scalp massage was a very rigorous scalp rub and not at all relaxing and nothing like the girl at the front described to me regarding pressure points since it was nothing but a rigorous and crazy rubbing of my head. My entire body was shaking on the table as she scrubbed my scalp. She even knotted up my hair due to the harsh rubbing! Foot scrub was supposed to be a relaxing and soothing foot scrub and foot massage but it was a total joke. She scrubbed the top and bottom of my feet quickly and totally ignored my heels and toes and this was after I told her to ignore other body parts if need be and make sure she focused on my feet as that was my preference. When the services were done, I informed the girl at the front desk of my dissatisfaction and even completed a survey/satisfaction card. She still charged me for the extra services. I then called H&S Corporate offices and complained to them and although they said they were very sorry and would contact the manager at the Wayne location and inform them of my issue, I still have yet to hear from them to respond to my complaint. They obviously do NOT care about their clientele or growing their business. I will never return to this location or any H&S location and I highly suggest you don't either!!!! read more

I frequent H&S and I have had a few different therapists, but I finally had a massage by Sarah, she is now the only person I will schedule an appointment with, hands down she gives me the best massage I have ever had! She is very friendly and works wonders on my lower back and sciatica issues, and she uses a hot towel before she starts the massage, which is such an added bonus. When you have a specific issue she is very knowledgeable and uses different techniques to work out the issue when needed. I am always so relaxed and refreshed when I leave and can't wait until my next appointment. read more

Ehhhh... I came here one rainy Saturday afternoon because my friend wanted to treat me to a massage for a belated birthday present. She had just subscribed to some sort of monthly package there, and had good things to say about the few experiences she had. The front reception was very friendly and offered water while we were waiting. After about 10 minutes, both of the masseuses for my friend and I came out and escorted us to the rooms. Perhaps, my masseuse was new at this, but she just seemed to not have the right touch. On the questionnaire, I selected I like firm pressure- but her touch was so frustratingly light. I asked for more firm pressure and she seemed to acknowledge my request- but the light pressure continued. At that point I just didn't want to bother asking for more, I was a bit annoyed. It also felt like she had calluses on her palms, because I kept feeling this awful scratchy sensation with her strokes on my back. One of the most annoying parts of the whole experience, was when my massage had ended, I dressed and went back out to the waiting area and saw that my massage was only 35 minutes long. My friend emerged from her room 15 minutes later and we both began at the same time! I asked my friend how long our massages were supposed to be, and she said 50 minutes. She was shocked that I was waiting for her for 15 minutes. It's a shame that the experience was so bad, because I had intentions of purchasing a package so my friend and I could treat ourselves once a month. But after that experience, I had to pass :( read more

Horrible customer service. Girl on the phone by the name of RILEY was not very helpful in booking my appointment and was extremely rude. This is such a shame because on my first visit to this location the receptionist was extremely helpful and assisted me. Will not return to this location! read more

Have been a member at hand and stone since it opened and at first expected that the services would at best be adequate. What a surprise to discover that all services I have tried have been at least as good as any spa I've been to and, I admit, I'm a spa nut! The products used are top quality and the ambiance and cleanliness are great. I use Belinda for all my treatments and she knows exactly what I need and want in my chosen service. The owner is very committed to making sure customers are satisfied and I really cannot recall being disappointed. Absolutely worth trying it out. I promise you'll be back! read more

To clarify, my Hand & Stone contract provides for a 50 minute appointment per package. The addon service of "exceptional exfoliation"using my second package was so superficial/minimal that I felt ripped off. There was no extra time given for the exfoliation service at all. I had been using anothe Hand & Stone location with an excellent aesthetician, but she is out on leave. I am very disappointed that Maria knew I was a regular client but made no effort to impress me with her recent service. I was not going to complain to the receptionist because her due date is in approximately 2 weeks-not wanting to upset her or express my displeasure in front of other clients, who were all discussing her pregnancy. I did leave a tip for Maria because I cannot bring myself to be that petty. It is really too bad because I wanted to find as great an aesthetician as Ana and continue with monthly services. I stand by my review. read more

I LOVE this place! I have been to a lot of massage places from upscale spas to Chinatown and in between (including "Massage Enemy") and this one is the best for me. It's bright, clean and the staff is always very polite and accommodating. I've had a number of therapists, all good some amazing. And it's convenient and affordable so you can actually go more often. I don't need to pay for wind chimes and cucumber water, I just want my body to feel better. If you have any issues, the owner Jessica will make sure it gets solved. Highly recommend. read more

I love love love Belinda!! She stayed extra so that I could have her for my appointment,she's friendly and really knows what she's doing! She also takes up the full hour and doesn't cut it short like some places or people I've been to in the past. She also massages very firmly and puts just the right pressure in the right spots. She focuses on your trouble areas as well which I loved. I def recommend her. Also the girls in the front are really sweet and understanding.This place is most definitely a place you should try! Ask for Belinda too!! You won't regret it!! read more

Good massage. It was not the worst massage I have ever received, however, it was definitely not the best massage either. Clean, bright facility and conveniently located. Positive customer service. Friendly front desk team members. For the price, I would not say the experience exceeded my expectations. read more

My wife and i visited this location for the first time today. The Massages were to be a one hour, Swedish full body (couples massage). The staff was nice, the facility was clean BUT while I was sitting in the waiting area I over heard the woman behind the counter pressuring a customer to sign up for a membership and she would not stop trying to get this guy to sign up right then and there, he respectably declined over and over again. I figured this would be what we could expect when upon check out. The thing that was a red flag for me was the customer that they were pressuring kept say that he wasn't sure that he would be returning there......, Hmmm? Weird, did he have a bad experience? Don't know but we were next. In the couples massage the tables are along side each other and obviously so are the masseuses. The issue that I had with this place is that my wife had a much more experienced masseuse that performed a more thorough massage then mine did. She also used some better techniques. I found this be very frustrating. During my massage I felt that masseuse rushed or perhaps not experienced. The BOTTOMLINE is in this type of business consistency and top notch service is key. I feel that the service and procedures should be the same for all. I now know why the customer that was before us told them he wasn't sure that he would be returning here. I will not be. read more

Natalie the receptionist was really great!!! I recently joined and she asked me questions about my preferences. She recommended Roman for a "different" but very relaxing massage and it certainly was! AC gave me the best deep tissue massage I ever had!! Felt terrific that evening and fantastic and rejuvenated the next day!! Great staff!! read more