Hand & Stone Massage and Facial Spa — Local services in Chatham Township

I live within blocks of this location. I've been a member for awhile. I've been happy with two of the massage therapists here - Berna (who is no longer there) and Anna who I saw a week ago. After coming out of a fantastic massage I had to deal with the front desk. If you want to ruin any benefits of a great massage have a conversation with the front desk. On a prior experience, I was told that I could not book an appointment for a month because of my package. I said you mean I cannot come next week under any circumstances? The front desk said no you have to wait till next month. Huh? I can't come weekly? I was willing to pay. I mentioned this to Anna and she had one of the Manager's fix it. On Saturday, January 6th, I went in for a massage with Anna. Although, I had cancelled my membership temporarily. I didn't know you could simply "suspend" it if I was told that was an option I would have done that. Last Saturday, I would have been happy to renew it. I knew I had at least one massage remaining that I pre-paid for. I simply asked the question and was attacked by two front desk people. Arguing me that it expired. I was just trying to get clarity in my relaxed Post-massage state. When I came out of a great massage with Anna, I was told no I could not use my remaining massage as it expired in 90 days. Okay, hmmm. Well, surely there is something that could be done. Nope. I was not offered to renew my membership. Clearly, I am still booking massages here and still want to see Anna. Synomie at the front desk was very argumentative and spewing company policy explaining rules and handed me a copy of my cancellation agreement. She completely missed the opportunity to have me renew my membership. Falling to see the bigger picture that right in front of her was a loyal and returning customer. I filled out a comment card and asked for a Manager to call me. A full week went by and no manager called me and I wanted to document my poor treatment. I called yesterday and Synomie answered. She asked who was speaking and I told her. Recognizing who I was she connected me to a "Manager" named Carmella who said she never got back to me after a week because she had to document Synomie's side of the story and Synomie only worked on weekends. Huh? Then she told me how busy they are with paperwork and other things. Too busy to demonstrate any concern for customer experience? She ask did the same thing that Synomie did spouted off all the rules - again completely missing the point. - She was talking at me instead of listening. Making all kinds of excuses. Neither Synomie or Carmella have the skills to be in Customer service or sales. All they did was put fuel on the situation instead of being solutions oriented. There was a win-win solution that would have made everyone happy. Instead their skill deficits left me fuming, angry, frustrated. I've witnessed people in this Hand and Stone location screaming at the incompetence of the Front Desk. Now I understand why. They are always sitting staring at their computers rarely ever looking up or showing any care or concern for customers. They don't welcome customers into the location - they never seem to anticipate your appointment even though you have pre-booked and they should know you are coming. They put in very little effort. I see more effort from Walmart greeters. It's a shame because i will miss Anna. But if she leaves too like Berna . it will be a shame for their clientele due to this poorly managed business. They should take a page from European Wax Center, Soul Cycle and Powerflow Yoga who when you buy packages they never expire. And, their front desk staff get to know you, make you feel welcome and make it an inviting pleasant experience. This location is absolutely maddening and crazy making. Avoid at all costs. I'd willingly pay double or triple to have a great massage and experience...

This is the email I sent to the director in regard to my experience. The front desk staff is among the least qualified, unskilled customer service representatives I have ever encountered. They simply Do. Not. Care. And it is painfully obvious. Will never go back.

I just wanted to take a minute to say how incredibly disappointed I was with my experience yesterday. As a first time client and an exhausted new mom, I was really looking forward to my appointment. I booked online for a hot stone service at 5pm. 40 mins later, I received a phone call letting me know that the time slot I’d booked and already received a confirmation email for was not available. I asked why I was able to book the appointment online, and why I am only learning that the time is unavailable 40 minutes later, and the answer I received was “I have no idea”. I was irritated and it began to show, I said “well, I guess there is nothing you can do about it.” Only then was I offered another appointment at 4 pm, otherwise I don’t believe I would have been given that option. I agreed to come in and arrived at 3:45 as per request by your website, only to sit in the lobby until 4:20. I was okay with waiting and didn’t complain because I’d naturally assumed that the time would be made up for during my appointment. I was brought back into the room at 4:20, by Jackie who was my masseuse. Jackie was incredibly sweet but the entire service was rushed and it was obvious. She began my service at 4:25 and finished at exactly 5:02. I know because I made a note to check both times. She told me she would be outside the door with water when I finished and was no where to be found. The girls at the front desk couldn’t even locate her when I was checking out and let them know that my service was cut incredibly short and I was upset about it.

The receptionists did offer to find Jackie and have her take me back in to finish but I declined as that would have been extremely awkward, and I was already dressed. They discounted the service by $20, which I appreciated but in my opinion the entire thing should have been complimentary. If it was just one small hiccup, or five or ten minutes late then I wouldn’t make an issue at all. My career is in salon management in NYC so I can certainly relate to running late/issues popping up. But I was forced to move my appointment (never once did anyone thank me, apologize or bother to explain why), then sat in the lobby for 35 minutes, again without so much as an explanation, and then the cherry on top, my one hour service was chopped down to 35 mins. My entire experience which should have been relaxing and enjoyable was instead annoying and awkward. I wasn’t going to write an email or complain but then this morning I received one from you guys asking for a google review, which I thought was a bit shocking and tone deaf considering how things went. Rather than put this on google reviews, I thought I’d reach out to you first. If nothing else, I’d want to let a fellow director know that these kinds of things are going on with her staff in the event you aren’t aware.

Thank you for your time.

Best,

Casey Ford

I received no replay to this email and when I called the spa to speak with the director this morning I was told she was on vacation and the person had “no idea” when her manager was returning. She didn’t bother to offer any solutions or apologies beyond that. I live locally and would love to find a masseuse I could see regularly. But is this the way Hand and Stone treats its clientele? It was as if I was inconveniencing the staff by expecting to receive the service I...

It's been a few years since I got my first and only massage at this salon. Unanticipated by me, there was paperwork to complete since I was a new customer, but the time to do this cut into my massage time. Had I been advised to come 15 minutes early, I would have been happy to do so. Anyway, the massage was okay but I was admittedly miffed by the shortened session for full price and I have not returned since. Hand and Stone in Chatham has aggressively included me on its mailing list and I was interested in the Members-Only Pricing promotion so I just called. The first time I dialed, I called from my work phone; someone picked up then hung up, so I called back and then got the sound of a fax machine. I hung up and tried from my cell phone and Jessica answered the phone. I was a bit frustrated by then and said so, explaining why. Jessica dismissed my comments as "weird" and pressed me for my reason for calling. I explained that I was interested in the facial promotion and asked if it included white head extractions. She said if I wanted no other upgrade, the facial would include white head extraction. We discussed available times and when I went to book, I was told that since I was a first timer, I had to provide credit card. I replied that I was not a first timer but Jessica said a credit card number was still expected. I know this all sounds very vague but when I call spa service facilities to book, I expect to be spoken to in calming tones in anticipation of the service I hope to enjoy at the salon. There was no warm and fuzzy from this young lady, just shrill mandates. I felt dismissed from the start of the call to when I ended it. Jessica showed no concept of customer service, no warmth and she could learn a lot about how to present information. For the second time when dealing with this salon, I did not feel like my business mattered. I get the message. I won't call this...