Hand & Stone Massage and Facial Spa — Attraction in Town of Brookhaven

My Bf got a gift card for me and told me that he called this place and the girl here told him to get this specific gift card for me for a hot stone massage because it's the best massage they have. I called to make a reservation telling them that I have this gift card. First surprise, the masseuse was a guy. Ok fine no big deal even thought I'm a bit uncomfortable having a guy touching my whole body but let's be professional. Second surprise, during the whole massage I was waiting for the hot stone to come in but nothing??! When he told me the massage was over I was like....where's the hot stone? Then he processed to tell me that what I booked was a regular massage. I went to the front desk and asked about this confusion. They said that even thought the gift card value is $89.99 and this is what they state online for a hot stone massage $89.99 I can only use it for a regular massage because they're training some new people and the person probably told my BF something wrong??! This whole thing doesn't make sense to me.....so my BF paid to get a gift card for $89.99 and I can only use it for a regular massage which cost $69.99? So I just throw away $20.00 gift card because they didn't train their front desk staff to explain how their gift card works? The manager came out to apologize and offer me to pay another $69.99 for a hot stone massage. Basically is asking me to pay full price for both of my massage today and another hot stone. So where's the discount or apology? At this point I have already lose my trust at this rip off place and decide to leave. Most horrible...

Absolutely the worst customer service. Stay away from this Hand and Stone . I’ve been a member for almost 4 1/2 years and recently canceled due to their availability. You have to book appointments months in advance . On a few occasions they have canceled on me an hr or 2 before my appointment and then having to reschedule months in advance again . When I first became a member this was never an issue . This past year it’s been a down hill spiral with this location . All these years I’ve had Shannon as my therapist and she has been absolutely amazing . For sure the best therapist they have . It’s unfortunate I had to terminate my membership due to terrible management and customer service… I will miss Shannon . Hand and Stone is a franchise company and I will be writing a letter to CEO John Teza and corporate explaining the terrible experience myself and Wife witnessed “not all explained in this review” so it is understood how this location is representing the brand . Don’t waste your time here becoming a member . If you need a massage go to the dozen local Chinese places in the area for a 60$ full body . I never write any reviews with experiences but people need to be aware .DONT SIGN UP FOR MEMBERSHIP . Please beware. I’m sure Karen will respond to this review to defend herself….But let me be clear none of this is inaccurate or a Lie. I wouldn’t be wasting my time writing this nor do I have a reason to be making anything up …....

I’ve been coming to Hand and Stone in Stony Brook for 3 years now and have always been blown away with the service I’ve received!

Every single person here is amazing. Just from the greeting you receive when you walk through the door, you know that you are in excellent hands. I’ve seen at least 6 Estheticians and each one has been so knowledgeable and so sweet! They really work with you to achieve your skincare goals and make recommendations based on what you need, not what needs to sell.

As someone who has studied esthetics, I’ve always been extremely happy with every product they’ve recommended to me. They’re always up to date with the newest products and educate clients on the ingredients and what it will do for your skin. I’ve been to a bunch of different spas and no matter what, I’ve never felt as comfortable as I do at Hand and Stone. It feels like home!

I’ve also received a handful of massages and leave feeling relaxed and rejuvenated every single time.

Finally, I have to say that Hannah is the best esthetician I have ever encountered. She is so sweet, so funny, and so good at what she does! You can tell that Hannah truly cares about her clients and helping them achieve their goals. I’ve never met anyone that loves being an esthetician as much as Hannah!

Come to Hand and Stone in Stony Brook - you won’t...