Hand & Stone Massage and Facial Spa

I love this location and my monthly membership is worth every cent. The manager is upbeat and always helpful (sorry, I’m drawing a blank on her name), and everyone at the front desk is welcoming and courteous. Jamie is a fantastic massage therapist. I’ve tweaked my back pretty bad a few times and she works everything out in one session. She is a sweetheart, and very skilled and professional. I go to Edie for facials, waxing and brow shaping. She is also highly skilled, loves what she does, and is also very sweet.

A billing nightmare. I requested that my membership be cancelled in late-​September, and was told that they would not be able to process the cancellation before the next billing cycle. I’m familiar with seeing this from gyms (although it remains to be seen why it would take more than 24 hours, let alone 3 days, to cancel a membership?) so I told them I understood. I was billed on Sept. 28^th and told I had one more service I could use for 90 days. October 27^th rolls around and I get a «courtesy call» that I’ve been billed again, and have another service that I may use. Uhhmmm, what? After explaining the situation, the rep. says that I would be refunded for the error as they did indeed cancel my membership.
Three days later I am charged, with no refund in sight. Rep. #1 tells me «it’s ’cause that’s your last billing payment» without even taking the time to assess whether MAYBE I was charged in complete error. Too frustrated to even get into it, I print out bank statements and call back. Rep #2 was much nicer but still claimed this was routine and justified. After working my way to a manager (Heather) I am FINALLY told that yes, this charge was in error and a refund would be issued.
After this nightmare, I don’t even want to use that «last service». Tell me why I received a completely different explanation all depending on the rep. that answered the phone at that time. Recommendation: designate certain employees to speak on billing matters, or refer issues such as mine to a billing department. Clearly multiple employees there do not thoroughly understand the billing practices of their own business (or any semblance of customer service for that matter).
The fact that I was told repeatedly that this third erroneous charge was correct and justified, was frustrating enough. The fact that I had to waste my time and wage a war through multiple employees was the kicker. The fact that I did not receive one apology is the cherry on top.

Upon visiting Hand & Stone Massage and Facial Spa for the first time, I was disappointed that my 1 hr long massage only lasted 47 min. They were late to start (about 10 min past the hour) and early to finish (5 min before the hour). Oh well. Live and learn.

First time had the last appointment upgraded with stones and peppermint scalp massage. The massage therapist forgot the scalp massage, I asked for firm and it was a very soft massage when I was done the massage therapist had all his stuff in the hall getting ready to go home. I get regular massages very dissatisfied with this service! Don’t take the last appointment?

I had my first massage at this Hand & Stone location today. My massage was just OK. I had a lot of tension in my back and neck and I do feel better after my massage, but it was definitely not the best massage I’ve had. Good for the introductory price but if you’re going to pay the full price after that, there are better places to spend your money.

Made an appt. @11:00 today for same day appt. assigned 3:00 pm, off to a good start. All the usual questions, and I told the young lady that I planned on using my «birthday pak» card which had a value of $ 45.00; she said: «ok you will be charged on new client one hour massage fee of $ 49.95 and you will be responsible for $ 4.95 plus gratuity for your therapist». I said that was a good «pak» and we joked about the spelling of the word pak. I arrived in time to fill out my intake form and I presented the value card. The young lady took the clipboard and told me have a seat, «we’ll take the card during your check-​out process». I had my massage (oil bath)…not a good massage at all! Time to check out: your total will be $ 89.00 this is coming from the very same young lady who did my intake. I must have looked shocked, and all of sudden she goes into an in depth explanation of how I had been charged the non-​member fee for a 1 hour massage of $ 89.00. I interjected and began to tell her about my telephone booking a just a few hours earlier and what I was quoted as $ 4.95, present the «pak» card, etc… She then went to the office just behind the reception desk and the manager came out. By this time a line was forming and my attempts at explaining myself were moot. I reluctantly gave my credit card and was changed $ 48.08. Needless to say never an apology, never «it could have been a miscommunication»…nothing. I was dismissed, handed a receipt and left… never to return. Very poor business practice. I am a very honest person, who loves a good massage about 6X per year. If it were a matter of a few dollars I certainly would have not taken the time to write. Be aware of charges prior to having services at this facility.
I feel as though this may be some sort of scam. If I was charged $ 48.08 and surrendered the coupon of a $ 45.00 value, do they now send my coupon into corporate and get both a credit and my cash? Very curious situation!

I recently had a massage at the Princeton Hand and Stone located at 560 Nassau Park Boulevard and feel that the therapist conducted himself inappropriately throughout the massage. My therapist was introduced to me as Asmar or Osmar and was an African American male approximately 5’5″ tall and 25 – 35 years old. Here are some of the worst parts from my experience with Asmar:
1. Inappropriate Communication: Mostly my massage therapist actively avoided communicating with me by listening to loud music on headphones. Sometimes he would remove the head phones and ask me inappropriate questions like, at the beginning of the massage — «So, are you married?», or (at the conclusion of the massage) «Is there anything else you need, want, or desire?»
2. Draping Issues: Overall, the draping was loose. I felt exposed during the various leg stretches he did, and when he draped my gluteal area. After I had expressed some discomfort, he changed to a technique that was much tighter for a few minutes, but then returned to loose draping.
3. Inappropriate Touch: To start the massage, he placed a hot towel over my breasts and proceeded to do what could only be construed as breast massage underneath the hot towel. Prior to my session, there was no part of the intake form that mentioned consent for breast massage, and I would not have given it. This is an area in New Jersey where a client must give written consent for massage. The Hand and Stone intake contained no questions about where I would be comfortable receiving massage, which I thought was lacking.
The therapist did not mention areas he would work on either, and he spent little time on the areas I did request work on. He made a deliberate effort to work very high in my groin, and worked on my gluteal area multiple times. Furthermore, on several occasions he pressed his crotch against me, sometimes as part of a technique and sometimes incidentally.
I regularly receive massage from male therapists, and have never felt remotely offended in this fashion. The massage therapist Asmar was extremely unprofessional, and I hope for the sake of the business and massage therapy as a whole, he does not regularly treat clients this way.

Stay far away from this place. FAR away. I went in for a massage one day and the lady who did my massage did NOT stop talking the entire time. She was also stretching me out and trying to fix my posture, which I didn’t want at all. I just wanted a regular massage and I couldn’t relax at all. When I left, the receptionist/​manager Heather coerced me into getting a membership, as k do get massages often and it made sense for me. I figured I would just request a different therapist next time. When I signed up I was told verbally AND on paper that I could cancel at ANY TIME. I asked for my membership to be canceled 2 months later, and I was told it was no problem. After 3 months passed I noticed on my bank statement that I had been charged by Babd and Stone, so I called and they told me I never canceled!!! I then used my 3 free massages and when I told them I wanted to cancel again, this time in person, HEATHER (the same person who signed me up!) told me I could absolutely cancel and that I would only be charged for one more month. When I understandably freaked out and reminded her that I was told BY HER that I could cancel at any time no matter what, she remained firm that she was unable to change it and I would still be charged another month. When I told her I was calling my lawyer, she then somehow fixed it and my membership was canceled immediately. Amazing huh?
If you don’t feel like reading all of the above, the summary is this place is a scam!

My husband and I were here today for a massage to celebrate our anniversary. Having been members at a competitor years ago, we are pretty familiar with spas like this. My husband had a gift card for a 50-​minute massage and thought it would be nice if we had a couples massage. I didn’t have much of an issue making an appointment the day before, but was very surprised to find out that they charge an extra $ 10 to use the couples room. (I have never been to a spa that charges for use of the couples room. In fact, most spas usually try and push it on your when you make your appointments together). The woman who greeted us upon arrival was nice enough, but our treatments started late (and ended right on time!)
I had Sim (? I think that is how he spells it) and I really wonder if he’s had any professional training as a massage therapist. The pressure he used was not consistent and he had no real technique. I am currently in a bit of pain from where he pressed way too hard. The room was so cold and the heated bed didn’t seem to be working well.
After our services, they did try to sell us their package and didn’t really want to take no for an answer, even after I explained that we’d had a similar membership before and knew we weren’t going to use it.
In the end, we won’t be back. There are better chains in the area with better therapists.

I went in to get my eyebrows waxed because I have extremely sensitive skin, and so frequently getting my eyebrows waxed at nail salons will cause my skin to become irritated, cause breakouts, hives, etc. and so I thought why not try a spa, where they might have products to prevent breakouts.
When I went for my appointment, I had to wait a long time (20 minutes) for the woman to come out just to wax my brows, which took all of 5 minutes. My brows were lopsided and uneven, and my greatest complaint of all is regarding my skin. She asked if I had sensitive skin, and when I said I did, she mentioned that she would use special wax. When I got out of the chair, I immediately began to break out into hives, and not small ones, but massive ones all over my face. The next day, I had acne all around my lopsided and uneven (and rather unfortunate looking eyebrows, mind you!). I don’t get acne other than from an allergic reaction, so this was huge.
The sales pitch was extremely tacky for just an eyebrow waxing, and when I mentioned that I cannot get a massage due to a health condition, the woman continued to explain that I could get facials… At this point, my face was beet red, itchy, and uncomfortable! (WHY WOULD I WANT A FACIAL!?)
I walked out mad, frustrated, and in need of a real eyebrow waxing!
I wouldn’t recommend this place to anyone, and won’t be going back!

I had a massage from Jamie and it was fantastic. I left very relaxed, and feeling great! All of the staff were very professional, and I didn’t find them to be pushy at all. The prices are reasonable, and I’d definitely recommend this place. I signed up for a membership and I’m looking forward to coming back!

I came here for a facial. I had an expired living social deal from a while ago, so I could still use my paid value ($ 40) towards their intro $ 49.95 hour-​long facial.
I had Myraa (or something with an M that I can’t recall) and she was great!
Very gentle hands as she worked on my facial — and gave some advice on some problem areas. She also has GREAT massage hands. One of my favorite parts of the facial was that during the down-​time where I had a 10-​minute mask on, she did about 5 minutes of neck and upper-​back massage.
Yes people, they are a bit pushy in sales but its a business and they want to get their clients. While it is annoying, it is understandable.
I think all the girls were very nice and professional.
I did buy their monthly deal (and I am not into gimmicks, but I like having the same masseuse or esthetician every month. The deal came to $ 49.95 a month for a monthly facial or massage. You can gift it to people as well (and obviously it makes great gifts), and bring two guests for an intro price.

Stopped in for a 1hr massage with a living social voucher. I had no trouble making an appointment over the phone on short notice. It can be a tiny bit hard to find; it’s near the Wegmans/​ChuckECheese in the Nassau Park Blvd shopping center.
I had a 1hr massage with Kelly. One of the best I’ve ever had (I’ve only had about 10 so). She was very communicative, professional, and had great technique. She really focused on the areas that I asked and used the right amount of pressure. When you arrive they give you a list of add-​on services and I opted for the hot towel foot scrub. Even though it felt nice, I didn’t feel it was worth the $ 15.
As I paid for the add-​on they gave me a very easy sales pitch for their membership. $ 60/​month, month-​to-​month, no enrollment fee. That’s like getting a livingsocial/​groupon every month for a massage. Despite my reservations I decided to sign up; I’ll definitely be back for at least one massage in the future, so why not get it at a discounted rate? Whitney was working the front desk and was kind and professional, not pushy or rude.
Short version: good massage, good membership program.

I had a great first experience with Hand & Stone. Easily made a same-​day appointment. The place is clean and beautifully appointed. Everyone was professional and friendly. Yes, they did mention the membership, but no one was pushy.
First, I had a fabulous facial with a lovely lady named Varsha. After a careful evaluation, she suggested I go with the Detox, which was an upsell, but I am very happy with the results. Every spa advertises that your skin will glow and you’ll look younger, but in this case I really DO, and I am convinced that Varsha’s amazing facial massage had a lot to do with that. My favorite facials come from my Aveda salon at home, and this was comparable and cheaper.
Next, I saw Harvey for a delicious 1.5 hour cranio sacral massage. Harvey was terrific. Perfect pressure, and he found knots I didn’t know I had. I oozed out of the spa.
If I lived in Princeton, I would definitely consider a membership.

This is a membership oriented chain and I knew that when I bought the Living Social deal. So of course they’re going to try to sell you on the membership. But they weren’t too pushy to be honest.
They were very nice on the phone and when I arrived. No talk of membership at that point. They provided me with a list of available additions to my service. These ranged from aromatherapy, a peppermint scalp massage to a foot scrub, etc. Again, no pressure, just a piece of paper. I chose to add the foot scrub/​massage for $ 15. I then met my masseuse. His name was Mike R and I have to say I wasn’t sure what to expect. He’s a smaller Indian man, probably in his 20s. Well I have to say that he was very professional and one of the BEST masseuses I’ve ever had. And I was thrilled that I added on the foot scrub. I know that I fell asleep a few times during it. I caught myself snoring! It was soooo relaxing.
Anyway, when I was finished I showed them my LS voucher and they asked if I was interested in the membership, showed me a brochure, offered to waive the setup fee, etc. But I just politely said «no thank you», twice. And then she rang me up and I was on my way.
So if you know what you’re walking in to and if you’re not intersted just reply with a polite no, you’ll be fine. And don’t forget to ask for Mike R!

I have been to the spring lake location and it has always been wonderful so I figured Princeton would be the same. WRONG! I had a woman named Star who was assigned to massage me. She had long finger nails that scratched me the entire time. And she was pressing so hard I thought I was going to scream. The pain was so severe (and I didn’t come in with a single ounce of pain or anything). I asked her to not push as hard SO many times but she didn’t ease up. The whole massage was AWEFUL. I couldn’t wait for it to be over (which is sad when I paid so much for the service). I left with horrible neck pain. Overall I was extremely upset and I will never go back!!!

I joined the monthly program after I got a great massage from one of the new practitioners. I’ve had 3 treatments since and am basically happy with their services and find their prices to be reasonable.
Nobody has been pushy with sales more than you’d expect. For example, you know that whenever you schedule an appointment, they will ask you to upgrade. So far, my simple ‘no thanks’ has been adequate, so I don’t consider that pushy.
The therapists are professional, communicative and friendly. They are all certified so you won’t get someone with a sloppy method or worse — roaming hands. The atmosphere is nice– warm treatment rooms with dim lighting and soft music makes for a really nice session of relaxation. I highly recommend this place.

This place won’t make you relax! My husband and I bought LivingSocial coupons for this place and gave them the voucher # when we made the appointment. However, we were running about 10min late and called them to let them know we will come in late. They told us they cannot take our appointment and will still use our coupons! This is totally not addressed in on the coupon and they didn’t inform us when we made the appointment.
We were not happy and finally they said we can reschedule so we told them we will call them back in couple minutes to reschedule. When we called back, they asked for our credit card number… We asked why and they said ‘this is the company’s policy that we need to have your credit card number on file to make an appointment”. Oh yeah?! Why didn’t you need it the 1^st time we made the appointment? They kept saying ‘we won’t charge your credit card” but I just totally fade up with this place.
I think this place has some management problem because the girl we spoke on the phone wasn’t rude and she needed to talk to someone else then get back to us. I assume she was talking to her manager. My husband and I went to at least 7 other massage spa with LivingSocial or GROUPON coupons and never had problem like this.
My suggestion is there are tons of good massage spa around central/​south jersey area. You def don’t need to go to this one!

Neat place and good service. But they will ask you to join the membership once you step out from the spa… Almost 30mins.

The manager is such a pushy salesman! This was my second visit. The first time I went, it was with my mom and her massage was delayed 25 minutes. She complained and he assured her she would get her full time. When she explained that’s not the point, that she was frustrated that I would have to wait for her 25 mintues because she was starting later than me, he agreed to extend my massage for free by slipping a note under my masseuse’s door (I was unaware of this at the time). Unfortunately my extended massage included some weird neck stretches that left me so sore that night I had to lay down because holding my head up was too painful! About two days later the pain wore off and I forgot about the whole thing. Then, about 6 weeks later, they emailed me with a special deal on all treatments. Using poor judgment, I decided to give it another try, thinking maybe it had been an off day.
BIG mistake. From the minute I booked on the phone, the same manager (I think his name is Kevin) was trying to upsell me on different treatments and add-​ons. When I told him I just wanted a 1-​hour massage, he said, «Well, you’re not taking advantage of our special deals.» Which doesn’t make sense, since I was booking a massage! When I got there, I browsed the products for sale in the lobby and he started trying to sell me stuff again, telling me I should add on a foot treatment and asking if I got facials because they give great facials and I should get one, blah blah blah… I was so annoyed. I am about to get a massage, the last thing I need is a sales pitch!
The massage itself was good. But then I went to pay… and…you guessed it, ANOTHER sales pitch. The same guy asked me if I wanted to buy a membership. I said no and he said, «Why? What’s your hesitation?» I stared at him and was about to ask if he sells used cars on the side, but instead I simply explained that I’m a student and don’t have the budget for a membership. To which he sarcastically replied, «Oh, so you just want to come in every month but not get a membership.» Wow. So rude. I paid and left, vowing never to return. Kevin’s ridiculous pushy sales ruin any chance for peace and relaxation in that place.