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

If I could give the Middletown Hand & Stone location negative stars I would. Never have I ever had a worse client service experience in my life where the staff and manager at this location took absolutely zero accountability and refused to refund the very expensive upgrade on my facial that was performed completely incorrectly.

I called Hand & Stone Middletown on Wednesday afternoon to schedule a diamondglow facial for Thursday evening. I spoke with Christina. She said she needed to make sure that a qualified esthetician was available to perform the service, and recommended Susan. I booked the appointment for Thursday August 22nd at 6pm. When I walked into the facial room with Susan and told her that I had booked the diamondglow, she said that she did not know about this and had to check that the machine was available. She brought the machine into the room and told me that she would do my regular facial services first and finish with the diamondglow, to which I agreed. She performed the regular facial services correctly and I enjoyed that part of the facial. She then turned the diamondglow machine on and began using it on my face. To my surprise, the service lasted no more than 2 minutes and she used the machine on my face in a way that I have never had it used. Rather than performing sweeping motions on my entire face and neck, she began dabbing the machine on my face which is not how you get the benefits of the microdermabrasion tool. She then started making T's and X's on my face sporadically in different locations, rather than taking each section of my face at a time. SHE COMPELTELY SKIPPED MY NECK. When she turned the machine off, I was shocked that the service had ended in just 2 minutes and that I was going to have to pay $110 for something that was performed incorrectly.

I went out to the front desk to pay for the service and expressed my concerns to the staff member and the staff member replied "oh well I think the neck costs extra." THIS IS A BLATANT LIE. The staff member informed me that all they could do was leave the ticket open for the manager to review the following morning and that the manager would be calling me.

I stopped into the location at 9AM on Friday, August 23rd and spoke to the manager who was unfriendly and defensive. She said that she had "done her due diligence and spoke to Susan" and decided that the service had been performed correctly even though she skipped my entire neck. She also stated that my last diamondglow was performed one year ago, as though to accuse me of not remembering what the service should have been. I and my mother have both had the service performed multiple times and I know that the esthetician is supposed to use sweeping motions and do your entire face and neck and that the service (which costs $110 to upgrade a standard facial) lasts for 15-20 minutes - NOT TWO MINUTES. Rather than offering to refund the diamondglow upgrade, the manager said that all she was authorized to do was give me "a free upgrade next time." I told her that this was unacceptable, because I should not have to pay for a service that I did not fully receive. She said there was nothing that she could do and accused me of being unwilling to compromise. I asked to speak to the next level of manager and she told me that she would have the regional manager, Brittany reach out to me. I won't hold my breath.

Overall, while the past massages and facials I have had at this location have been good, this one experience has led me to cancel this membership. This particular franchise location has completely forgotten the meaning of customer service. They take absolutely ZERO accountability for their own mistakes and are unwilling to do the right thing for their customers. I would not recommend that anyone use this particular franchise location, the staff is unfriendly, defensive, and blatantly lies when you tell them that something was not performed correctly and they instead pivot to say "oh I think that is supposed to be an upcharge" if their esthetician doesn't perform the...

I made this appointment for 12/30/24 at 6:00 PM 3 days prior, through the app, which asked for my email address and telephone number to create an account. I did not receive a confirmation, text, call, or email prior to this appointment. When I checked in, the receptionist asked what services I wanted and I stated I would like the service and add-ons that I indicated when I reserved the appointment. The masseuse called me in at 6:05 PM and asked what kind of massage I would like, if I would like any add-ons, and if there were any problem areas I wanted to work on. To be clear, the masseuse was not confirming what I wrote days prior to the appointment on my intake form, but asking what I wanted as though they had not referenced my intake form at all. I said the same thing as before to the receptionist. The masseuse expressed that it would not be possible to include those add-ons. I was discouraged because now this conversation was digging into the time I was supposed to be receiving the massage. I feel that if they couldn’t accommodate the services I requested when the appointment was originally booked, I should have received a call to discuss this prior so it did not eat into the appointment time and maybe reschedule so I could get another masseuse or appointment time to better accommodate my original request. The appointment began at 6:10 PM. I indicated I wanted a firm massage on the intake form (photo attached for reference) but was given light pressure. The appointment ended at 6:50 so, the 50 minute massage I signed up for was only 40 minutes in total. I tried to pay the bill with cash afterwards but they did not have enough cash in the drawer to make proper change. This is a huge corporation, and understandably a franchise, but they should have enough cash in the drawer to make change appropriately for the amount of business they have scheduled. I then had to use a card I was not prepared to pay with. I handed the receptionist my debit card instead and then stated my concern that the business didn’t have enough cash on hand to break the bill I had. The receptionist asked if I wanted to pay with the card I put on file instead and I said that I could not, but to use the card I had just handed to them. I don’t understand why they even asked me that. Overall a...

When beginning my facial, I was not asked to remove my jewelry. After undressing from waist up and having began the facial I was asked to remove my diamond pendant necklace. Being that I was topless getting up was not really an option, so I placed it on top of the fleece blanket that I was under.

After my treatment I was told to dress and exit. Being in a relaxed state, the placement of my diamond was forgotten and I exited the room without grabbing my jewelry. After paying and exiting, once in the car (still in the parking lot) I realized my mistake and rushed inside. Unfortunately, the room was already occupied by the next (and final) client of the night.

I waited for the treatment to be over and then was allowed into the room to search for my property.

It was gone. I had gone through the laundry bins, moved tables, rugs, trash bins, etc.

The police were called and a report was made.

Although the staff were supportive, Something does not sit right as the 1 carrot diamond and chain did not just go missing....

I realize mistakes and negligence were made on my end but please be aware of your belongings of value when inside one of these establishments. I do wish that my necklace was placed somewhere safe for me once it was noticed and requested to be removed, and I still wish, pray and hope that it is found and turned in as it holds sentimental value. Heartbroken is an...