Customer Reviews for Hand & Stone Massage and Facial Spa - Princeton (6)
June 25, 2013
Not the best experience
I have been a member of Hand and Stone for about 2 years and have always gone to the Delran NJ Hand and Stone. I have been very satisfied with my massages there. However, I recently moved to Princeton so I thought that I would try the Princeton H &S. I decided to get the add on 15 min Hot Towel exfoliating foot massage in addition to my normal massage. The normal massages are suppose to be 50 min so I would think that with the add on, it would be 65 min. Not so in my case. After consulting with my therapist, she left the room so I could get ready for the massage. After a while, I was concerned that she was not going to be coming back! At one point, I looked at the clock and it was 11:20. She came in the room and started my massage shortly thereafter. It was a good massage but she seemed to be using her elbow more than most. She also gave me the extra foot massage but it really wasn't very relaxing, and it certainly wasn't 15 minutes! When she was done, she exited the room. I looked at the clock and it was 12:05! I didn't get my full 50 min massage and the extra was incorporated into my 45 min massage. I will certainly not be going back to the Princeton Hand and Stone, I'll just make the hour drive to the Delran H&S.
May 17, 2013
Hand & Stone is a chain spa so I don't really it like them because of that - it's not a true spa experience/atmosphere. However, my friend and I went here for a promotion and I received a Swedish massage. The woman who preformed the massage on me was professional and very good, she focused on my trouble spots and relieved my knots.
December 23, 2012
Horrible Customer Service
Hand & Stone Massage may be a great business overall but don't go to the Princeton location. They provide the worst customer service. I hope anyone who visits this particular store never has an issue; if so, you can look forward to employees who think sticking to a "policy" is more important than customer satisfaction. They give robot customer service and can't think outside the box. I can't imagine if service is this horrible during Christmas what it must be like during other months. I hope this employee (Colleen) realizes that we are all customers and one day she will need a business to make an exception for her. I also understand and respect policies; but, if the customer's request makes sense and you don't have the authority to make the decision why not escalate to someone who can? Do you really feel comfortable taking someone's money who admittedly made a mistake? Just remember that losing the immediate sale today but satisfying the customer will ultimately lead to more sales in the future. Denying a reasonable request because you think a "policy" can never be broken will eventually lead to negative word of mouth and loss of sales.
December 6, 2012
Worst experience ever..
One of my friends suggested me H&S for Acne treatment. When I went there for the my first facial, right from the moment I entered someone or the other was trying to sell me some products. I was kinda okay with that since I knew they are out there to do business. I took H&S membership thinking regular visits would help my acne. After my facial the reception lady asked me for a gratuity and said that 15$ was a minimum thing. She made it sound like a mandate. When I checked my statements 2 days later I found I was charged $110. When I called them I was told that the extra $50 was - 30 gratuity and 20 for extended facial. It seems that during the course of my facial the lady decided that I needed an enhanced facial and decided to do so without informing me. I was never told during or after the facial that I had just had an enhancement. It was the same 50 min facial and I really did not feel the "enhancement". Since I had thrown away the receipts by then I just wasted 2 days explaining them that I did not give 30 gratuity nor asked for an enhancement. Money wasted !!! next month, I opted for a chemical peel... I asked the lady multiple times If i could get a patch test done since I never had a peel before...On phone I was told it was not necesaary since the experts would analyse my skin anyway before peel...When I went there I was told to come the next day since the expert was not expert enough and wanted me to take a test...She did recommend two dermatalogica products tht I should "buy" and "try" in the meantime...ahhh..furious.. I decided to go for a lactic peel..and was out within 30 mins... I checked my account again due to my previous experience..and god they did it again... this time I was charged $20 extra..I was told that they gave me a peel and a facial and that's why I was charged an extra $20..what Math was that... I asked for an explaination on how can anyone give me a peel and a facial within 30 minutes without me knowing..Called 3 times, spoke to their manager before she admitted her fault and agreed for a refund.... I told them to cancel my membership immediately and they hand the final nail..I was told I need to give a month noice before I can cancel the membership....someone should have cared to inform me that at the time of enrollment or atleast printed it on my memebership forms... They are just out to loot customers ...beware of the disclaimers...you are going to end up spending double the amount
July 17, 2012
What a scam...
I received a gift card for three services at Hand and Stone, in which I had a regular swedish massage, a couples massage, and a facial. The massages were ok, but the facial was horrible! It was the opposite of relaxing, it was painful. The woman was so rough and was pressing on pressure points that should only be used as a torture tactic. Was she trying to get information out of me? Not sure, but now I know how to get someone to talk. Unfortunaley, I felt like I was being used as practice as opposed to getting a professional massage. There are much better places to go for a relaxing massage!
March 19, 2012
I went to Hand and Stone Massage and Facial spa in Princeton NJ, and it was wonderful! I felt so welcomed the moment I walked in the door.The Front desk girl (Blond hair) is so polite and welcoming, and the massages are absolutely amazing. When i got out I had to join the membership! Theres no way I can pass up having massages or facials here once a month! They are just AMAZING! I have been there a couple times and I loved all the therapists. Star, Doug, April and Kelly are amazing at massages...highly recommended! and Arleta is the best for facials!! I Cant wait to go for this months service!
Load 6 More Reviews +
Rate this Business×
Preview of your Review
Hand & Stone Massage and Facial Spa - Princeton
Would you visit again?
By submitting a review you agree to our Terms & Conditions
Facilities & Amenities×