Hand & Stone Massage and Facial Spa — Local services in Mount Olive

The customer service here is very poor. I received 2 gift cards in February from my husband for a facial and a combo, facial/massage. My first facial was done by an inexperienced esthetician who attempted a microdermabrasion facial, leaving my face looking like I got smacked with bricks and recommending a facial moisturizer that is too thick for my skin. When I spoke to the manager about it all she did was apologize. So when I received the email asking about my experience I shared and the next appt I had, using the giftcards, a male manager informed me it was free bc of the last experience. Great! Finally, decent customer service. This facial was 100x better, she knew my skin, informed me why the last lotion recommended was so bad for my skin and recommended what products to use instead. AND my skin looked and felt AMAZING!! So I made my next appt, using the gift card, to see her again. The massage on the other hand was such a disappointment. I specifically requested Angela, based on reviews. When I had to reschedule, I confirmed that it was still with Angela and was told yes!! When I got there, not only did the manager call me at 12pm (my appt time exactly) to see where I was (in the parking lot walking there now.) but they then had me wait?? I asked the masseuse standing there, waiting, if she was Angela and she said yes. I said ok I'm with you, they just told me to wait for something, I'll be right there. The young girl at the register takes another customer to her and tells me to fill out something. ok. Then brings me to meet a different masseuse. When I inform her of the mix up, putting both me and the masseuse on the spot, I oblige and unfortunately am not pleased with the massage. When they ask how it went I said it was fine but it wasn't the masseuse I made the appt with and that the girl who rescheduled my appt confirmed it was still with Angela when I rescheduled (who just so happened to be this particular girl). To which the young girl replied well it was fine and that's all that matters. No, that is not all that matters, what matters is customer service and your customer's experience. So I called the manager to tell her my experience and she tells me so what do you want you already got a free facial!!!!! Great customer service. I love the last esthetician but I will keep my massage envy membership even though I never use it and it's too far bc I'm never going back to this place. My husband said when he went in to purchase these gift cards no one had a clue except for a man and I told him that must have been the male manager that gave me the free facial to make up for the damage the...

I had a terrible experience and would not go back to this place especially this location. My husband spent $117 on a gift card and gave it to me for my birthday. I called to make an appointment and chose a facial. I have been to quite a few facials and loved them but I lived about 50 minutes away and needed a new spot as I recently moved in the Mt. Olive area. So I went and Eva did my facial. From the moment I walked in to half way through the facial it was a straight sales pitch trying to get me to upgrade from when I walked it even as I laid on the table. Things that I had always had a part of a standard facial were all considered upcharges which is ridiculous. For $117 I shouldn't of had just product lathered on my face, a few extractions and a 3 minute neck massage. There was a point I laid there for 20 to 25 minutes and wasn't even sure she was in the room. I was told if I spent substantially more I would have enjoyed it more. Eva's exact words were you got the basic so that's it. Even as I was getting ready to get dressed she is asking me to purchase products from them. Not can I get you water or a towel! Completely unreal! Well I called immediately to complain and speak to a manager and first I was offered a massage to make up for the bad experience. However the woman called back the next day and said the manager said I couldn't have the massage I could pay an upgrade fee of $59 and have one. Then when I said that wasn't fair she said he'd call me back. I waited and no call back ever happened so I called twice more and everytime was told he would call me back but never did. It's now been 2 weeks and I've yet to hear from hi . I wrote a email to corporate and no response either. This place does not care about your experience or relaxation only money, money, money. Go to the Hilton and for $125 you will have a facial to knock your socks off with paraffin, leg compressions, full body massage and no sales pitches while you are trying to relax and enjoy your time. After $117 plus a tip I left feeling completely ripped off, not one bit relaxed and like no one cared. Avoid...

Up until a couple months ago, I would have given them 3-4 stars. Now - don’t waste your money.

I went to cancel my account in May 2024 because my regular masseuse was leaving and it is IMPOSSIBLE to get appointments at a decent time. When I went to cancel, an employee told me I could freeze my account for 3 months so I could use the massages I had leftover. Now that I’m going to cancel my account, I’m being told that I had to give 30 days notice and I’m going to be charged AGAIN! When I talked to them in May, I took very good notes on the process and I was NEVER told that I needed to give 30 days notice. They only told me I had 5 packages in the system, that I could see Ilona or Alison (but she was in her 3rd trimester so may not be there much longer), and that I had to call back to cancel before 8/26. This Hand and Stone had one good masseuse and she moved. Since then, I have seen 3-4 different people for massages and no one compares. On top of that, it is impossible to get appointments unless you book three weeks in advance and can go on a Tuesday morning. How can you charge for another month when your staff doesn’t tell your members that they will be charged? It’s unacceptable. In addition, Brandy from the Mount Olive NJ location was so unhelpful. She was rude, cut me off twice while I was speaking, didn’t know they corporate number (she told me twice that I had to Google it), and refused to provide me with the owner’s name. She told me I signed paperwork over 15 months ago that I need to give 30 days notice. 15 months ago? Seriously? She said that she couldn’t stop this month’s payment on my credit card because it had to go through corporate. Seeing that the corporate phone number directs me RIGHT BACK TO THE MOUNT OLIVE LOCATION for cancellations, I’m SURE that she could have easily...