Hand & Stone Massage and Facial Spa — Attraction in Kearny

Absolutely loved my facial service with Maribel. However the front desk staff, JASMINE appeared to lack customer service skills. I had my facial appointment which I enjoyed and once I checked out she had her eyes closed!! Didn’t ask me how it was nothing but i then proceeded to ask her if I could schedule my boyfriend for a facial so he can use my guest discount and while I was speaking with her SHE WAS FALLING ASLEEP (not sure if she was under the influence or high). She said everything was all set for my boyfriend’s appointment as I gave her his phone number and scheduled a date and time. Upon the date of his appointment front desk staff said there was no one scheduled for that date and time & all I could think of was Jasmine’s behavior and inability to do one simple task of scheduling my boyfriend. I WAS VERY ANGRY. Luckily LASETTE was VERY HELPFUL. She is someone who I can tell cares about her job as she is caring and compassionate. Kearny you need to hire more people like Lasette and reevaluate your decision upon hiring JASMINE. I am still waiting to speak...

I’ve always liked coming to this location for Niaya and Xana but the front desk staff/ management at this location has always been the absolute worst. I called to today to let them know I woke up very sick and I am congested and asked to reschedule my appoinment so I do not get my therapist sick. I was told I would have to pay a 50% no show fee which is absolutely ridiculous. I have had to cancel maybe 1 appoinment in my life because I was sick. I spoke to jasmine she was extremely rude on the phone as most of the front desk staff are at this location are. They preferred I come in with a runny nose than simply just reschedule my appointment which seemed extremely unsanitary to me. This is the exact reason why I stopped coming to this location. Every other location has very professional front desk staff but here get ready to listen to the front desk staff have personal phone calls and cursing at each other while you’re waiting to get called in for your appoinment and to be treated like you’re bothering them for booking appointments and...

I didn’t even get as far as getting to my appointment. The front desk woman Jazmin (however u spell it) was very rude on the phone. Made me feel like I was bothering her because I called in to make an appointment LOL. I called back to cancel she didn’t ask any questions besides saying “ok it’s canceled” I said do u even know who’s calling? Her response “the only 1 who made an appointment for 6pm Chelsea” Are u insane? People pay almost $100 a month to have a membership with Hand and Stone. Do better on the customer service. I made my appointment with Clifton instead. When I called them they’re tone was much better and actually sounded like they cared about booking appointments there

UPDATE- tried emailing the manager email they posted under all of these other negative reviews and of course doesn’t work. The phone number is for the store and of course “manager not available”- surprise. I will never go to this location and will find an email for someone higher up to inform them of...