Hand & Stone Massage and Facial Spa - Princeton

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.

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

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!

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!