Hand & Stone Massage and Facial Spa — Attraction in New York

If I could give this company and this location a ZERO star, I would. Let me start off by saying that I am 36 weeks pregnant, and have been spending the last 4 weeks trying to reach the manager, Ms. Brick.

I was scheduled for a prenatal massage the day after having a doctor's appointment in which I was placed on bedrest. I called the store the very next morning to let them know I wouldn't be able to come in for the massage. I provided a doctor's note in which it stated that zero activity should be done at this time. When I called the front desk they told me they had a policy that I would have to cancel more than 24 hours prior, but that they would talk to the manager about this particular situation, as it was not in my control. I received a phone call back stating, "The manager said that we will have to charge you 50% regardless of health condition or note from doctor."

I have MANY issues: I have a health issue that was not in my control and notified the company as soon as I could. They were unwilling to make any exception to the rules. My husband, who made the appointment, gave a gift card number for the massage that was to be used. Instead, they charged my credit card on file MORE than 50% of the fee. If I was going to pay with a gift card, what gives them the right to charge my credit card. AND where did they get $100 when a prenatal massage is only $134.95 for 1 hour? I contacted the manager, Ms. Brick, with a total of 10 emails and 10 phone calls and only received ONE attempt to reach me back. I even contacted corporate about this issue and they told me they also contacted her TWICE and asked her to reach out to me to resolve the issue and NOTHING.

The way in which I was treated was DISGUSTING. I will never step foot in that place again or any other location of theirs, as corporate also washed their hands clean of the issue. I will be disputing the charge with my credit card company, but it's sad that it couldn't have been done right the first time. (Also, many negative reviews against management get a response of, "We would like the opportunity to look into your recent visit in hopes to resolving this matter to the best of our ability. Please email or call us so that we may discuss." GOOD...

I really didn’t want to write a poor review for Hand and Stone but I did want to share my experience and since no one has called me back after 2 weeks of me calling asking to speak to a manager - I felt leaving a review was justified now. I went to Hand and Stone 2 weeks ago using a giftcard I received and was so excited for my massage. My massage therapist was not friendly - which typically wouldn’t bother me as long as I’m getting a good massage out of it. The first part of the massage was rough, but I had a ton of knots in my upper back that needed to be worked out so I didn’t mind the pain and I’ve gotten many massages before so I was used to the feeling. However once she moved down to my legs and I could feel her texting with one hand, and using her other hand to just gently rub my leg, even pausing at times because she seemed to forget she was massaging me - that didn’t sit well with me but I still didn’t say anything. Once it was time to turn over facing up, she placed a hot towel under my neck which I love! However, usually when it’s time to remove the towel after - a masseuse will give you a heads up to let you know they’ll be removing it or they will ask you to lift your head. My masseuse just ripped it out from under my neck with no notice, so my head hit the table and the baby hairs from the back of my neck were ripped with the towel. She made a few other comments during the massage that I just didn’t appreciate. Overall I didn’t feel relaxed at all during this massage - which is the main reason I went. I decided to call the next day to share my experience with a manager, I briefly explained and was told I’d be called back by the owner. After 2 days with no call I decided to call back and check in, there was no manager there so I left my info to be called back. This has now gone on for 2 weeks, I’ve called probably 8 times at this point because I really wanted to give them a chance to rectify the situation, but I was getting tired of calling every day so I came to write a review instead. I hope no one else has an experience like this with...

I have never left a negative review before but I’ve had one too many unpleasant/frustrating experiences here. The facility itself is gorgeous, clean, and relaxing. However, the issues started with the management aspect starting from my first massage.

My friend and I both go here. They mistakenly put his credit card info in my account and charged him for my membership fee. After many phone calls and even visiting in person, they told me there was nothing they could do about it. They then told me I could just Venmo my friend his money back! That should’ve been a red flag, but I try to be understanding so I let it go..

And it’s your lucky day if they answer your calls. I called repeatedly to schedule massages by their expiration and left voicemails. They don’t call back..

I would have to repeatedly correct staff members, including the owner, on how many massage packages I had left in my account. You’d think they’d have a record of that. There is definitely a severe lack in communication amongst staff.

Plus they gave me the wrong expiration for my massages. So they texted me the morning of my booked massages (for me and my mom) to tell me they were actually expired already. I was called in 15 minutes late and the massage wasn’t extended. I asked the massage therapist why it wasn’t. She very clearly was in a rush or just did not care because she then abruptly left the room.. It’s the misinformation, the wasted time on phone calls, and misuse of credit card info that ruins...