Hand & Stone Massage and Facial Spa — Attraction in West Windsor

I took a 30 minute trip to this location, with the expectation of a good experience but was extremely disappointed. (I truly wished that I had read some of the other reviews here previously; the rudeness and lack of appropriate communication is very consistent).

Upon entering the facility, I greeted all three ladies who were behind the desk at the time. One, who appeared to be on her way out, responded; a second handed me a tablet to sign the 'disclosures'. I signed and returned it. I was left to stand on the other side of the desk with no further instructions.

Ten minutes later, upon inquiring about what was happening with my scheduled appointment time, I was only told then that the massage technician was running behind but that he would make up the time, I did not have to worry, he always does. (This was not the point. Why did I have to ask? Furthermore, there was no consideration for my time). I shared that I had a second appointment also at the facility 15 minutes after the scheduled end time of my first appointment. The attendance once again told me I did not have to worry, that they would take care of it. No apologies for the lateness.

The massage technician, Isaac, was polite and did his job; Kudos to this young man who somewhat saved the day for total experience.

Upon returning to the waiting room, I reminded the receptionists that I had another appointment which was scheduled for 5:15; it was now 5:20. She shared that the individual will come out to get me shortly. After waiting for another 10 minutes I retrieved a text message sharing a new appointment time, 5:45pm. I inquired about this since I was at the facility timely, I was not asked about changing my time and neither was I verbally informed even though I was sitting in the presence of the receptionists. At 5:35pm the technician entered the door from the outside, apologized since he was not aware that I was waiting in the lobby. (Of special note, I met this technician as I was entering the lobby following by first appointment. At no point was he informed that I was ready and waiting and decided to take a break outside since my time was changed. He was quite apologetic for the entire time. (His sincerity was appreciated). Upon checking out, I was offer a $5 discount by one of the receptionist due to the 'mix-up'; Wow!

I will stop here to summarize, the ladies behind the main desk (receptionists) are very much in need of training on communication and customer service. One pays for an experience and unfortunately I walk out feeling that I was not appreciated as a customer, and that there was absolutely no respect for my time. I hope that this is helpful in guiding staff development and that others will not have to share...

My massage was nice and relaxing as usual with Richlan. She is gifted but I expected to start sooner than 20 after the hour. I arrived at 12 and I checked the clock and it was 12:40 when we began. My massage was only 40 min. This has not been my experience in all the many years I have received services here. Perhaps there was a glitch at the front counter that my therapist was working out with the staff there?

There was grand confusion around my second appointment which I had scheduled as starting immediately after my massage. This was what I had on my calendar and of course is typical when a client gets two services in one visit to not have a gap between them. It is not what I scheduled on March 28, my last visit, nor is it best practice. I had to get fully dressed again and come and sit in the lobby. Unheard of.

This location’s staff and manager want to charge me for a missed visit. I told the receptionist that I had another appointment at roughly 2 pm and that I had to leave. I left Hand And Stone at approximately 1:20. I did not reschedule.

I have been a client from day one at this location. I didn’t like the unprofessional way I was treated by front desk staff and managers. I was told they would call back when they were done checking the phone records. They said they called me but I have no record of that. There are also no messages left on my phone. The manager still has not called me back after checking his phone records as he promised.

Lastly, the text I responded C to only mentioned the 12pm start. It made no mention that my second appointment was to start 45 minutes after my first appointment of a massage. Not very relaxing.

Very disappointed, mostly about lack of care and concern shown by the management and staff.

PS. The new manager was gracious and professional And refunded me the package they charged me. Very happy to see her wisdom and...

Today I scheduled a massage for myself and a friend. Received a warm greeting. My friend went back for her massage on time however I did not. No one went to check on why my appointment started late until I brought it to attention. Which really I shouldn’t of had to do as I was the only person in the waiting area.

My appointment started close to 20 mins later. Which was a problem as we had planned to be done at the same time. Never the less I prepared for my massage and Laid on the table which was not heated. My massage therapist was not very skilled in my opinion and used waaaay to much massage cream. I felt like a payed to be professionally lotioned. He never asked me about pressure once. His draping technique also left something to be desired because after he had me flip over he left my feet uncovered so they were cold the last 20 mins of my lotioning because let’s face it it wasn’t a massage.

I informed the front desk of my observations and the receptionist seemed to care and expressed sympathy however the manager, who did not introduce her self but was heavy set with red hair was very rude and unwelcoming. They decided not to charge me for my aromatherapy (waste of time and money, do t add this service) and extended another introductory price should I come again which I had to ask for. Ive worked for a similar company (Massage Envy) and expected better service and treatment. I’ve had many massages before and this was not up to par.

There were other issues with my service and the customer service but I just don’t have the time to list them all. I really was thinking about coming again at the introductory rate when I inquired about but the manager attitude was so off putting I’ve decided I will not be returning to that location and would...