Hand & Stone Massage and Facial Spa — Attraction in Bayonne

Horrible.I booked a massage for my hubby and I in separate rooms as a Valentine’s Day gift. Appt was set for 2:00 pm. We walk in at 2:01. Front desk girls greeted us immediately and hand us paperwork. We fill out paperwork while looking at a flyer of add ons they gave us. I saw facial add on for $20 so I quickly asked the girls about it wondering if it removes blackheads bc my hubby has a lot! They told me yeah we can add him for one right after. So in my head, I’m like ok 20$ facial awesome. (Keep in mind- me/nor my hubby have never had a facial before) So I went to the bathroom and after I come out one girl calls me into a room and asked me my name and started telling me with an attitude that since I was late my appt time is now being cut so I cannot get a full body massage, etc etc. I was like wow, why didn’t they give me a heads up in the front I would have rushed with the paperwork and not spend so much time looking at the add ons... anyway I was like okkk so let me not let that ruin my experience and said it’s fine. I asked the therapist a few questions and still felt such a bad vibe so I just shut my mouth and tried to relax. But of course I couldn’t!!! That was that! Moving forward, so since this was a gift from me and my hubby knows nothing about facials more than me... after his massage was done a woman came to speak to him About a facial and he advised her to come talk money with me bc it’s my gift. So she comes out and tells me the facial is $20and it’s an extra $40 for her to be able to remove the blackheads. I asked would it remove all and she said he would probably need a few treatments. So I repeated back to her ok so 60$? She said yes and told me he would be done in one hour. Long story short I came back to pick up my hubby and asked him if i needed to come in to sign a receipt and they said no. I get home to look at the receipt and I was like whoa $300! Yikes, as I’m looking on the receipt I see 69.95 massage, 89.95 ( massage with stone that I also added for him) 69.95 facial, plus 20$ something facial and $40 something else facial and I ask my hubby did they tell you that facial was an additional 70$? He says no I told her to discuss the charge with you. So I was like this must be a mistake I’ll call tomorrow. First they tell me no manager was there to handle refunds on Sunday. (Crazy that not a manager on site!) I call back again today spoke with the manager who basically Said she couldn’t refund me and would call me back by 5. I come out of work and it’s now 5:30 and no phone call back so I call back again while I’m driving there and spoke with a higher manager who also stated the same that she couldn’t not refund me. I told her listen I’m sure you have video with audio because most places can afford that now, I asked her to review the recording and she said she did and told me that I am correct that no one told me it was an extra 70$!! So I’m like ok can I get my money back? And they refused. All she could do was offer a complimentary for one. Hell no! I wouldn’t go back if you paid me to! Even my hubby said that his masseuse was too tough after he repeatedly told him to go a little softer. The only good thing was the facial but not worth 130$!!! They were very unprofessional and should have been clear about the price! Definitely not good service over all! Massage envy is so much better. I only booked here because they had available sooner than massage envy but definitely not worth all this headaches! Advice to H&S train your employees better on how to treat customers, especially bc they are coming to relax and be specific and say with a nice big smile “by the way the original price for a facial is 69.95 plus .......etc etc” tp avoid any issues like this ever again. I gave up in fighting bc the manager was pregnant and to be honest it wasn’t worth the fight to get her all worked up! Good luck to Them. Please note massage envy is right on the next exit literally one...

So I was not going to leave a bad review because I simply do not like doing it, but after I left last night and spoke to someone who runs 3 Hand and Stone Massages about how absolutely upset, disgusted and quite frankly shocked I was after my Facial(which I told Ashley the Sales Manager immediately could not even have passed as a mini teen facial) I attempted to contact the spa to discuss the other things that I experienced after I had confirmed what I already suspected was not the truth when I asked my facialist, but I have not been able to get someone to answer the phone at this spa. I have called several times last night and then several times this morning, we’ll within the time this salon is open and doing business. Now I am even more frustrated and this is why I am writing this review. I went into my room, I was not provided a robe, a wrap a towel.. nothing, I laid down on a table with absolutely no covering over me. Not a blanket, a sheet or a large towel. When asked I was told they were not allowed to have blankets because of COVid… I was freezing..if this is the case they absolutely need to tell clients to bring something so they are comfortable. I have never in all my over 200 plus facials I have received in my life ever laid on a table uncovered. The girl literally talked to me not once about product, what she was using .. doing.. nothing .. she spent 5 minutes extracting ONLY on my forehead .. lol.. nose.. chin.. let me make this clear… 5 minutes TOTAL!!!! not once did she touch my cheeks, side of my jaw line… side of face, nothing!!! she did not extract not even ONE blackhead… I have never in my life… every time she cleaned her tool she would wipe it on the sheet near my ear banging on the table…. Pretty much all I heard were a lot of bottle opening and closing, slamming and very little work on me… she did not offer not a single ounce of product knowledge, choice and why, OR upgrades that would benefit me and my SKIN goals… she layered about 5 lotions on my face, said we are done… honestly I can say without any hesitation that was the single worst spa/salon experience I have had in a lengthy list of experiences.. I was so upset and shocked… I still am not sure what I experienced but that person should be removed immediately, no customer-client should EVER experience something like that … especially people who have never had facials to think this is what they are walking away believing is what you get would be a tragedy to the industry and the professionals who work extremely hard in this line of cosmetology. I am embarrassed for the salon, for the school who gave this a license and for anyone in that salon who went through her facial allowing her to move forward.. I am not being mean, if I was I would use her name, the manager knows exactly who it is, I was a business owner, my daughter worked as a manager at several Hand and Stone in another state and this would NEVER EVER BE ACCEPTABLE… Ashley absolutely handled it amazing, she did not charge me, visually being able to see my skin did not look touched!! But now that have confirmed the other issues, and tried to contact someone … the fact that no one is answering a phone to take calls of any kind during height business hours last night and now today is simply unacceptable in my world of...

Zero Stars – A Complete Disappointment

I have been a loyal client of this company for over seven years, starting in 2017 when I first brought my mother to one of their locations in NY for her birthday. Since then, I have continued to support them, bringing my wife to the Bayonne location and eventually becoming a regular customer myself.

I began getting massages sporadically two years ago, then on a monthly basis since late 2023. I have spent a significant amount of money there for my loved ones because, for the most part, the service was good—though not every masseuse was skilled, including the last one I had.

However, under the new management, this location has become atrocious. There is no appreciation, no customer service, no loyalty, and overall unfair treatment of clients.

Unprofessional Management & Poor Treatment

A few weeks ago, the manager left me a voicemail informing me that my regular masseuse, whom I had been seeing for a year, would no longer be available to me—without providing any explanation. Leading up to this, my appointments had been rescheduled four times in a row, each a month apart, for various reasons like illness, weather issues, and vacations. It seemed suspicious, but I remained patient.

Finally, I was scheduled to see the same masseuse, only to arrive and have a different person show up instead. No calls, no email, nothing aside from a confirmation text for the massage, which I agreed to because I assumed it was with the regular masseuse I was scheduled for and the text did not say otherwise. Later, when I received a voicemail, I assumed they were calling to apologize for the mix-up. Instead, they simply informed me that my regular masseuse would never see me again, without any valid reason.

This was an absolute slap in the face. After years of loyalty, I was discarded like a dirty rag, without any respect or consideration for my time and money. When I asked about a refund, the manager was dismissive and resistant. They did offer to let me see other masseuses, but at this point, I no longer feel valued or respected as a client.

A Business That Only Cares About Your Wallet

I have always been kind to the staff and tipped generously, yet I was treated with complete disregard. Something shady is going on here, and I no longer feel comfortable giving this company my business. It has only gone downhill over the years, and I no longer recognize it as a quality establishment.

These corporations do not care about you—they only care about your money. Their management reflects this ideology in full.

Final Decision – Taking My Business Elsewhere

After 7+ years of loyalty, this is how they chose to treat me? My spouse and my mother will also no longer be going here.

I will take my business to a small, local spa where I can build a real relationship and be treated with respect. I refuse to support a business that lacks basic...