Hand & Stone Massage and Facial Spa — Attraction in Franklin Lakes

I do hope this gets to the correct person as I am very upset at the service I received 12/22/22 at the Franklin lakes, NJ location. I booked far I'm advance for a prenatal massage with aromatherphy scalp massage and cold stone facial massage at 11am. I was called about a week later to change the appointment to 12. Now it's the day of my service and they call 40 min prior to the start time to say the massage therapist is running a little late and to arrive between 12:05 and 12:10. I told them i have another appointment i need to get to afterwards and would like to expedite the checkout process by paying in advance including a very generous tip for the massage therapist. I arrive at 12:10. I get into an extremely warm room due to a space heater. Need I remind you I am having a prenatal massage therefore I am pregnant. Pregnant women tend to run very hot. I asked nicely to turn the heater off. The girl responded with "I tend to run cold so if I get cold I will turn it back on". That answer was unprofessional and uncalled for. I am paying for a service. The staff should be accommodating. If I wasn't undressed on the table I would have walked out at that very second. She proceeded with the massage that was mediocre at best. Several times she would stop and huff and puff while stopping my massage. I tried to ignore it as best I could. She was wrapping up the massage but not before she takes yet another bothered deep breath. Finally she conveyed to me the noise in the hallway was bothering her. She Apologized for the noise not her behavior. Quite frankly the noise didn't bother me. Her reaction to it did. She also never performed the 2 add on services which i paid for. I get dressed and ask to speak with the manager who seemed kind of unbothered by my experience. She offered me a refund of the services that I never got and offered a complimentary upgrade for my next service. She also added a note in the system that I don't want to work with this therapist in particular. I don't think the way I was treated was worth the $20 upgrade I was offered. I would like to speak with a regional manager regarding this. I work in customer service, and I would never dream of treating a person the way I was treated.

Update** I was contacting by the manager offering me an opening with a different massage therapist, and the visit would be complimentary due to the absolutely awful experience I had prior. This massage therapist was kind and addressed my areas of concern. The massage was much more relaxing as well. I am still not very likely to return to this location however I'm glad the manager did the right thing by the customer. I do think this location should look into hiring more respectful people though. While I was waiting for my massage in the reception area a girl came out hysterically crying after her facial and said the esthetician insulted her skin the entire time. People should really be more kind as you never know what someone is going through. We should support eachother and not...

I love my hand and stone membership, but hate this location. Every other location's staff is friendly, honest and helpful. Here, they are not. I had accumulated a lot of credits, and was having a difficult time catching up on using them. When I called to ask if I could freeze my membership, I was rudely told I could only freeze it if I had a doctor's note stating I had a medical reason why I could not receive a massage. This was a flat out lie. A customer service representative from a different location told me this was untrue and even gave me a form for membership freezing and it shows several reasons why one can request to freeze INCLUDING catching up on unused credits. Strike one. Then, I had fraud with my credit card and when they called me asking about an updated form of payment for my membership, I asked again about freezing. I received an attitude about it and when I stated that I knew I could freeze it to catch up on using credits, she finally allowed for the freeze. I guess they only put the freeze through for one month and never called me back again for an updated card. Without even letting me know they CANCELLED my membership. Overall this location is just flat out rude and disrespectful. I feel bad leaving this review because I do genuinely enjoy the massage and facial services I receive but their customer service is just unbearable. When I do reinstate my membership it will definitely not be for this location as my...

I am absolutely seething about my experience with this establishment today. I was contacted by this location earlier in the week with the representative from the company indicating I was eligible for 50% off facial services. Of note, I had inquired about this offer online after viewing one of their ads. I was pleased to accept their offer and I scheduled an appointment for the weekend. When I arrived on the day of (after having been contacted twice during the week to confirm the appointment) I was told I was no longer eligible to receive the discount because I had visited another location at a previous date. I explained that the advertisement online did not indicate this as a stipulation to the offer nor did the representative who contacted me initially state that the offer was only for first time customers to the company. Furthermore the fact I was contacted twice to confirm the appointment and the concern was not raised makes the last minute switch on the establishment's part suspect. Each Hand & Stone is a franchise and if a location is going to offer a promotion they should specify or confirm ahead of time the status of the client. Having a potential client travel to a location and then be told on the day of, is poor handling especially when it was the lack of specificity on the establishment's part that caused the confusion. Bait & switch...