Hand & Stone Massage and Facial Spa — Attraction in Watchung

UPDATE: 6/16/24 Since my last post Alba the district manager reached out to me and sincerely apologized and worked diligently to solve this issue for me and kept me updated on how they’re fixing this issue from ever happening again. She offered me a complimentary premium massage with Luba who was great. I’m updating this review from 1 star to 4, I appreciate Alba for communicating and working hard to fix this experience for me. —————

Normally I never leave reviews.. So I am honestly saddened that I have to. This is not towards the establishment itself: The front desk was very nice and has always been very nice anytime that i’ve come here. Unfortunately yesterday (5/27/24) when I came in I had the WORST experience that i’ve ever had here because of the Massage therapist: Sabrena G.

Given when I did come in I was about 10 minutes late, I did call beforehand and the girl at the front desk told me it was okay, I understand if that cuts into my massage time for sure but the massage therapist made me feel very rushed as she told me that we were “pressed for time”. Aside from the massage itself which I won’t really get into right now.. afterwards she made me feel pressured to tip.

I planned to tip her using my card when I paid at the end for my service but after my massage was done she said to me. “As far as my tip, I prefer cash or venmo because if you tip me using your card it will be taxed and I won’t be able to fully enjoy it.” I politely told her that I did not have cash nor venmo and she proceeded to ask me if I had cash app and I said I did and i’d tip her through there. Afterwards I took a picture of her cash app information and I told her I would send it as soon as I got to my car because my phone was dying.

Granted I did not send it right away, I had something to take care of afterwards and as soon as I got home which was 30 MINUTES LATER I get a message request from FACEBOOK from the massage therapist! I am extremely displeased by the fact that not only was my privacy violated by the massage therapist personally looking me up to send me a message directly but I feel harrassed as well! This is completely unacceptable… I did have a nice tip for her but since I was sent this message last night she will NOT be getting one from me!

Down below is the screenshot of the message that she left for me on my facebook. I have crossed out her name for her Privacy and have spoken to front desk and hope to be receiving a call from the district manager as promised because this is absolutely ridiculous… I have never experienced anything like this...

My husband and I went there this past Saturday. Our appointment was at 2 we were called in late and our massage started at 2:20. We paid for a 60 min massage and we were done at 3. We expressed to the manager Susan that we felt cheated time as we paid for a service and we were cut short. She asked if we were current memebers, we said no. She proceeded to say that she doesn’t have control of the time and doesn’t know what happened but she can take 10.00 from our overall total. We looked at her and said that we felt 10.00 didn’t merit a justification for our experience not to mention we felt rushed during our time there. Susan said if we become memebers she could do more for us. I asked her if we become members we get validated and comped for our rushed not fully complied with experience but since aren’t we only receive 10.00 off. Susan responded yes. We said wow ok. We have visited the location in CLARK and never had an experience like this. Susan was not helpful, sympathetic or companionate. We will not return to this location at all and we will not recommend this location to anyone. Unfortunelty the management didn’t feel that our experience warranted full attention. Susan just kept saying she doesn’t have control of the time. If you are managing a spa that is one important task you should be managing. Instead Susan was complying how she didn’t want to get out of bed in the morning to other people there while we waited to be attended. Advice- if you go to this location - you may not get the full time...

I had signed up for their membership service, and called to cancel it 4 days before I would be charged for the membership. I was told by a staff member that I would have to go on a list to have the manager contact me to cancel the membership. I called on a Friday, and the staff member said the manager would get back to me the next day. She did not. I made a note to follow-up the following week and before I could speak with anyone my card was charged for the membership despite asking for it to be cancelled. I called and left two messages, and tried at least a dozen times to call the day that I was charged, but no one returned my call let alone picked up the phone. Today I call and am told by the same staff member that she cannot help me and the manager has to call and speak with me because there is "a whole waitlist of people who have asked to have their membership cancelled."

A WAITLIST TO BE CANCELLED? ARE YOU JOKING ME?

I stressed that I needed a call back from the manager ASAP as I had called now 5 days ago, and she said that she would be in today and would have her call me as soon as she could. I have yet to hear back.

Do NOT, under any circumstances, join their membership program unless you are prepared to jump through hoops to have your membership cancelled. This is, by far, one of the most incredibly predatory practices I have seen. Under no circumstances should I have to wait this long for someone to contact me, let alone be WAITLISTED for a...