Hand & Stone Massage and Facial Spa — Attraction in East Windsor Township

Multiple times I have had an issue with my booking or experienced a lengthy booking process. Management doesn’t take responsibility for that nor for the quality of services.

I recently booked with one masseuse expecting to have her but when I showed up they had switched me to someone else. They said the receptionist must have made a mistake and I should just accept their apology because mistakes happen. Afterwards, when I pressed for how it happened, the manager finally admitted she had changed it because there wasn’t a record that I specifically requested that masseuse that I booked with! So first they say it’s a mistake, then they admit they did it on purpose. That is extremely poor customer service and when it comes to things like who you entrust to touch your body, they shouldn’t be switching that person without the customer’s permission. As a place run by women and targeting women customers, its alarming that they don’t understand that.

Unfortunately for me they had switched my appointment to a masseuse who I have had before but didn’t like her service - hence, why I booked a different masseuse. I wouldn’t have booked the massage if I knew it would be with her.

I went through with the service because it was my birthday and my mom and I booked services at the same time and I didn’t want to sit around for 1 hour. I gave this masseuse another chance but it was still a bad massage and I then told the manager after that I was not happy with the service and I wanted a refund. (My back is still so sore from this terrible massage.) She said they don’t give money back because then she can’t pay the masseuse and that I could go to another Hand and Stone next time. How embarrassing that this company can’t eat the cost of 1 massage and tells the customer to go elsewhere. This place is all about money and doesn’t care about customers because it’s a franchise. No loyalty to customers and they can’t stand behind the quality of services.

She also said I should just accept her apology and asked me “don’t you make mistakes too?” This isn’t a kindergarten, this is a business. Successful companies make things right for their customers and don’t give apologies as a replacement for cash.

I also complained that they falsely advertise the services as 1 hour though they’re 50 minutes. She said they get the ads from corporate and that I can complain to them. Yet another great example of an unprofessional response from management. No — as a franchise owner, YOU need to tell corporate to be more transparent because multiple people in reviews and on-site complain about the misleading...

My kids bought a gift card for us on 14th Feb for my husbands birthday. I called the Hand and stone east Windsor NJ location to give us an appointment for both of us. I spoke to Emani that day and blocked two appointments.One for my husband and one for myself. When we reached there they told us the appointment was wrongly booked and they apologize for the same.. they even took a copy of my gift card to keep on file, and very nicely told us to come some other time.So after wasting 2 hours, we came home.

I called them again on March 16th Afternoon to book another appointment for March 17th... The lady on the other side gave us 6o clock appointment for March 17th.

We called them at 5:43 pm to know if they have our gift card on file since they made a copy of and even scanned last time we were there and we were not able to find our gift card. .and Ashley told us that they don't have it and I should contact corporate for it... I called at 6:03 pm to let them know that we will reach there in 5-10 minutes and Brianna on the other side started arguing with us that they will charge us for at least one of the service because we didn't show up. In spite of me asking her, again and again, how will they charge me if 20 minutes ago they didn't have my gift card, and she kept saying they will charge us.

After that my husband started asking her to give us the owners number or email id and she was very unprofessional in saying that we have to go through her to talk to them even though she was not able to answer the question why we were not provided a free service last time when they cancelled and now they will be charging us for 1 service if we are 10 minutes late . She kept arguing with my husband about the fact that they will charge us for 1 service whereas we had initially called to get the service.. only that we were 10 minutes late.And then why wouldn't she give us the number of the owner or the manager on duty over there?

Never waste your...

The PROS: Center is very nice and what you would come to expect from a Hand and Stone.

My masseuse was very good, I'm pretty sure I fell asleep 3-4 times as I was very relaxed.

The CONS:

So this is what is keeping my review from being 5 stars.

I showed up to my appointment at 2:45PM for a 3:00PM appointment

I didn't get on the table until 3:15 (I still had my watch on at that point) My masseuse probably came in to start around 3:20. With that said, my massage ended at 4:00, making my massage only about 40 minutes.

While I paid for an hour massage at the introductory rate of $60, which is a good deal, I couldn't help but feeling very disappointed at the end of my session.

Like 55 minutes I get because you have to prepare for the next customer, even 45 minutes. But chopping off 25% of my massage just seemed really excessive, especially when I was 15 minutes early.

Finally, and this isn't a real detraction, my masseuse was very good, but I found that she was massaging the same spot for literally 5 minutes at one point. I almost had to ask her to move because she was just going back and forth. That's my fault as the client for not suggesting that she was working the same spot and not the masseuse.

OVERALL: Hand and Stone in East Windsor is a good experience. I still felt disappointed enough to write a review that I felt like I had lost time (A 40 minute massage when I paid for 60), but that's a compliment to H&S East Windsor that I was enjoying my massage. I think a three star review is the most fair as it's enjoyable, but needs...