Yesterday I called to cancel my membership and got the runaround. I was told only one person could process cancellations, and of course, that person wasn't in. They promised a call back today. This morning, I tried calling to start the process and speak to that person, but my calls kept going unanswered. After multiple attempts, I called back from a different number, and suddenly, they answered, only to give me more runaround. Why should I have to chase them down just to cancel a membership? Why only one person there able to do cancellations and why must I have a conversation to do it?! I do not owe an explanation. Hand & Stone makes it painfully complicated to cancel, and it shouldn't be this way. If you sign up, just know that when you want to cancel, they'll make it as difficult as possible. I wouldn't have bothered writing this review, but their shady business tactics pushed me to warn others. read more

I have been a member for 13 or 14 years. I go to the H&S in Hamilton Marketplace. I recently retired and was going to quit my membership. The form for cancellation was sent and never signed; primarily because I had a great massage and decided to eliminate another expense and keep my membership. I never signed the form and my membership was canceled anyway. I spoke with the manager the same day and she assured me she would reverse the cancellation and restore my points, circa 7500. if she did none of this happened. I left at least 5 messages recounting what happened, asking for assistance without any response or action at all. I emailed the corporate office. I was supposed to have a massage today. However, I was told I am no longer a member and the last two packages on my account were discarded. So now I am out around 160.00 and have lost 7500 points due to a paperwork error and managerial incompetence. I have left another message this morning for the awful manager without response. I am honestly beside myself as I have been a long time member and cannot believe that is valued so little. I have been extremely patient without any progress. Sent from my iPad Sent from my iPad read more

Be wary of becoming a member here. They seem to make a practice of making cancellation difficult. I started trying to cancel my membership in December. First, the people answering the phones told me a manager needs to do this and someone would call me. They never call. On another call, the person on the phone told me she would cancel my membership. But the charges continued to appear. After six months, my membership is finally canceled. The reason I wanted to cancel is because the one good therapist I found here has left the practice. I recommend you avoid this location. read more

I had an appt for a facial yesterday and I was visiting my father in law in the hospital on my way there . About 2 hours before my appointment my FIL had an episode where the critical response team was brought in and he made a horrible turn for the worse. I called hand and stone profusely apologizing for a late cancellation and was told that they will have to charge me . I asked for grace considering the dire circumstances and they answered with "that's our policy". They offered to reschedule me but said they would still need to charge me for the missed appointment . I declined the reschedule. I have been a member for well over 10 years which is about $10,000 spent and they couldn't give me grace for one missed appointment given special circumstances is just gross. My FIL didn't survive yesterday and while I understand businesses are there to make money sometimes critical situations can arise that are unavoidable . I would have remained a member for many more years resulting in much more revenue than the measly appt yesterday but I am cancelling my membership and I will absolutely make sure that every single person I know knows how you treat people in an emergency Update since I wrote this. : I have called several times in the last 2 weeks leaving multiple messages for Roseanne, the manager to call me back re cancelling my account . You can't just cancel , you have to give 30 days notice so I'm supposed to be charged again. Finally I spoke to someone who said they would waive that and she was supposed to send me an email 2 days ago with specifics of my cancelled account but since she never emailed me I tried to log in and I am still an active member so basically I was lied to. read more

After leaving this location myself for the same reason, I've just heard from a friend that she's having issues with overcharging/charging without authorization from this location! Steer clear and go elsewhere for your self-care needs because the LAST thing you'll feel is relaxed after dealing with Hamilton Hand and Stone! If I could rate them 0 stars, I would !! read more

Horrible customer service. Was given 2 gift cards for service. They didn't honor either saying nothing was on them. I'm ok with that. What I'm NOT OK with, is they waited till AFTER services were complete to tell me. I gave them the gift card numbers when I made the appointment AND when I arrived. They didn't say a word- they should have checked. I never would have gotten those services had I known. And when I asked more about it they told me that I basically just took the card and tried to use it for services, like I was a criminal. NEVER GOING AGAIN. Reported to BBB. read more

Me and my husband are members and I have to give a shout out to Chelsea- we have been going to her every month for the last year and she has truly made a difference in our life. Highly skilled at a WIDE range of different types of massage skills. Nicky the front desk manager is always professional and wearing her best accessory- a genuine smile! I love this location read more

Massage therapist was good but her passive aggressive comments were unnecessary. Offer suggestions not criticisms of the condition of the body! So rude. read more

masseuse was so strange. i think she had a name that was also a stone, like sapphire maybe? she was nice but could not answer any basic questions about the infused thc or cbd whatever they offer massage. she would often giggle at my questions, especially if they had to do with the thc or cbd massage. she cracked up mid massage when she asked me to flip over and then asked me if i was "high" to which i answered "im relaxed." like actually cackled. massage was also nothing special. maybe she's young idk but it was not exactly comfortable and found myself more self conscious or judged. my bf had a great experience though with different masseuse. read more

I am giving this place an extra star for my friend who accompanied me and said he would give them three stars. I personally would give 2 stars. The price and type of massage I received was just not worth it. I didn't feel any more relaxed after the massage. This visit was a gift, which I greatly appreciated the sentiment of. But I would have been so disappointed if I had personally paid for this type of massage. read more

Hand & Stone Massage and Facial Spa (Hamilton, NJ) why are your managers so incompetent that you can't just cancel my membership on a timely manner? Why must I beg? Why can't you get it together? Why do I have to ask repeatedly?? Clearly you are a train wreck too!!!!! read more

Meghan is absolutely amazing, the best deep tissue massage I have ever gotten. I am an ultrasound technologist and suffer from a lot of shoulder and neck pain. After seeing Meghan for the first time, I walked out of there feeling pain free. Her attention to detail and needs is immaculate and very much appreciated. I am so happy to have found such a wonderful spa and massage therapist close to home! read more

DO NOT BECOME A MEMBER! Have been getting facials since May 2019, no improvements at all. Have received facials consistently and at times went multiple times a month and usually upgraded to their more expensive services (services that cost $90 to $140) following the recommendations of their estheticians, I even bought the products they carry. ( I went to try and clear my acne, but no improvements. Some facials do not run the full length you are supposed to get and they are lazy with facials in terms of extractions. When I tried to cancel my membership, they have a ridiculous policy that requires you to make one last payment that makes no sense. There is no explanation for the additional payment you must make to cancel you membership, all they say is that it is a company policy. read more

I'll start by saying that I have been a member for 10+ years. I had a "regular" therapist for a long time at the Hamilton location, when they left, I found another regular at a closer location. After that new person was unavailable, I went through a string of different people/appointments canceled last minute (4 over the last 4 months) due to the therapist being unavailable. Made the decision to cancel due to this, but open to re-joining should the business straighten out. Given the complete run around, was told that a manager needed to speak with me but would not be available for almost two weeks to do so. According to NJ law, any establishment offering a membership or subscription service must acknowledge and accept a cancellation of services within 5 business days of the request being made. Called back to at least freeze my service, and now apparently a manager will call back within 72 hours. I've also left a message with their corporate consumer affairs group. I always had pleasant things to say about Hand and Stone, have recommended several of my friends and family to them, and have repeatedly purchased gift cards as well. This is really leaving a nasty bitter taste with me right now, I am hoping that they rectify the situation shortly on their end so I don't have to escalate anything. read more

Good massages terrible customer service. With covid going on you would think that they would be more accommodating to people who have to be extra cautious for health reasons. Charges for someone to freeze their account or forcing them to use their services if they cancel within 90 days. Some people are high risk and as covid cases go up they should really consider being accommodating. Once I'm able to return and use the services I will be canceling and going elsewhere. read more

This location is amazing! The were able to book my mom a massage the same day as I called. Bryan and Nicki were a pleasure to work with.

Worst receptionists I've ever come across. Clearly cannot read the instructions in your customer profile on preferences or simply do not care. Because of the receptionists inability to read what my preferences are, I had the worst massage I've ever had. As echoed by other customers, do not bother becoming a member or even coming as a guest. You'll get triple the service for half the cost in a chair massage at the mall. read more

Do not sign up for a membership. I promise you will regret it! They lost a loyal customer by being scammers. I will never do business with a company I don't trust! Never again. read more

Got better facials before. They ripped off never mention what a basic facial is and when I chose my favorite one they tell me that the price was higher for that particular facial, bs. Will never use their services again. Good for people that never experienced better read more

I went for a facial, and the upselling was like buying a car. I tipped well, since I will never, ever go back. Lots of time wasted so she didn't have to spend a real hour on work, immediately said my skin was very dry and she recommended a hydration for an additional $20. Never massaged my neck. At check out, had to listen to a hard sell "join up" for a monthly visit. They want your money, in my opinion, and don't want to work for it. read more

I wasn't overly impressed by my massage. But, i have to say that the people I noticed leaving the spa really looked relaxed and commented on their amazing massages. Maybe the particular style I was receiving was not to my liking. What I did like was that they really do pay attention to your needs. She was friendly and the areas I needed most time on (due to tightness and pain) she really spent time on and I appreciated it. I don't think they overly pressurized some folks to join with membership from what I saw. But, I had no direct experience since I signed up at a different location. read more

The services themselves are fine. The business model is terrible. I got the membership because I thought I would want to return regularly, but I didn't (25 min from home, and kept getting a person I didn't like). I was told the services would last forever, and you can only cancel in person. So I put off cancelling for 6 months, thinking the services would last forever and it would cost $10 to transfer to a friend. Finally went to cancel, and was told once I cancel I cannot transfer services to other people for $10 (which is kind of crazy because that's still basically paying the non-member price of $70 for a 50 minute regular massage) AND that all paid-for services will expire 90 days from the date of cancellation. I could have frozen the account for 3 months, but then I would have had to go back in person to cancel again and they would have taken at least two more monthly payments--one when unfrozen and one when asking to cancel. (I knew from the beginning that they would take one last payment after cancelling.) So I said screw it, I just need to break all ties with this place and cancelled membership, even knowing that I'd have to go back multiple times to people I don't really like for the services. (It's hard to want to have strangers touch you after they/their company rip you off.) Today I called to see if I was still technically a member so I could maybe transfer a service to my husband and we could go together because when I cancelled they said it would take about a month to process. I am "in process of termination" meaning I have no member benefits and cannot transfer a service for an additional $10 AND YET they are still scheduled to take another $58 dollars from my account in 15 days!!! This company is absolutely deplorable. All I want to do is share my pre-paid services for an additional fee that would make them the same exact price as the non-member services and they won't even let me do that! They make me so stinkin upset I have no desire to walk into that place to use up the services I have. I hope the owner sees this. Your business model sucks. read more

Awful, even with the coupon. What I received was not 1-hour of a Microdermabrasion/facial treatment; it was 45 minutes of having my face cleansed with about 3 extractions thrown in. Apparently, my skin is so perfect, I don't need the treatment. Good to know. If they had told me that when I walked in, I would have saved $95 ($135 value). Every other facial and/or microdermabrasion has included my neck area, plus lotion on my neck/upper chest, hands and feet. I didnt have anything ike that. I quicky declined their "membership" group offer and left. I will never go back. read more

My first time for a massage. This was given by my wife for my birthday. She's been going here for several months and really enjoys the destressing. I was assigned Ann and didn't really know what to expect. They ask if you want light, medium or hard for the pressure. I didn't know but Ann was able to do a great job. I do a lot of exercising so my muscles get very tight. This was the perfect answer and helps prepare me for further exercise. I would highly recommend. read more

Jill is the best front desk assciate. She is knowledgeable, kind and curteous. I love the energy in the spa and would highly reccomend a visit! read more

Don't get sick and don't undergo surgery because they robotically don't care. Your "membership" agreement (cancellation) can't be upheld if you can't use accumulated visits 90 days after your "ailment" or st any time thereafter so they did try and screw me. They will screw you! And they will do it with laughter and indifference. There is No consideration or discussion. What they do not understand is that if I am harassed in any way shape or form or if they think they can blackmail me into paying them one extra single dime above and beyond the accumulated visits I paid for and cannot use my lawyer will have a wonderful field day making their lives a misery read more

The service here is very professional, my massage was good to very good. However, my masseusse was very detailed and wanted to make sure I was satisfied. I definitely recommend, especially if you want a clean place to drift off too. They have incredible deals too, especially for members! read more

Have had 3 facials here over the years. First was amazing, second was no where near as good, and he most recent was the absolute best. I upgraded my facial after advice and recommendations from my aesthetician and she was great! read more

I've visited this location for a few years now and I can honestly say that they don't disappoint. I feel the prices are moderate considering the industry. I get great treatment before, during and after service--staff are respectful, polite, helpful. The facility is very clean and aesthetically pleasing. I usually get my massages by Paul and I feel confident recommending him to friends or family. If you're looking for a spa, and don't want to spend a ridiculous amount of money, I'd give this place a try. Disclaimer: I am a member and that is a big part of why prices are more moderate. read more

I've been a member of the Hand and Stone Massage and Facial Spa in the Hamilton Marketplace for a few years now. As a former massage therapist myself, I am overly picky about spas and very overly picky about the therapists who work on me, and as a result I bounced around from one pricey spa to the next for about a decade until this Hand and Stone opened. At first, I was absolutely skeptical because it was membership-based, so I figured the massages were based on cookie-cutter methods. And because the monthly cost is only about 2/3 of what a massage costs in some other upscale spas I've visited, quite frankly I did not have high expectations on the quality of said expected cookie-cutter massage. (I had tried Massage Envy a couple of times before and had been extremely disappointed for exactly this reason.) However, I was completely surprised when I had my first session with Willie, who is nothing short of brilliant as a therapist. When I was in massage therapy school myself, I met many people who had the heart for the work but not the natural talent. Willie has buckets full of both. While he is now my regular therapist, on occasion I have had sessions with some of the other therapists when Willie was booked--which is often, as word has gotten out how good he is and he books up weeks in advance. I have had sessions with both Sam and Lisa, and they are both outstanding as well. And from having had sessions with three of therapists, I can say that there is no such thing as a cookie-cutter massage here. All three therapists tailor their massages specifically to my needs as the client, not to a script set up by a spa manager. I once discussed the level of talent with Nicole, the spa manager, and she explained to me how she scouts out her therapists at the massage therapy schools, and how they really have to wow her before she will hire them. Her diligence to her high standards shows. This spa is immaculate, comfortable, beautiful, and runs like clockwork. Her therapists are top-notch. While Willie, Sam, and Lisa are all naturally talented for the work itself, one thing that sets them all apart from therapists at other membership-based spas is their demeanor. You can tell from being around them that they are all kind, gentle, soulful people, and those kinds of qualities just can't be taught. They are qualities that show through a therapist having their hands on a client, and I think this is what really sets the therapists at the Hamilton Marketplace location apart. In comparison, I paid $200 for a massage on a cruise I took earlier this year, and while it wasn't horrible, I was almost in tears afterward because it was so incredibly disappointing compared to the sessions I've had with Willie, Sam, and Lisa at Hand and Stone--for a fraction of the price. read more

I have had a membership to Hand and Stone for over a year now and have no intention of stopping. Everyone from the receptionist to the massage therapists are friendly, knowledgeable, proficient, and caring. I have been treating myself to massages for many years and I have never been so completely satisfied with the overall experience. It starts from the moment you walk in the door and lasts for many hours after. I would recommend Hand and Stone to anyone! read more

Great place. Darren is amazing. He use to work it out for me. Wow, such talent. I thank God for people that put the time in to go to massage school to help people in pain. The location is great, right off of 195 and 130. The rates are great but you have to tip!!! They deserve it! read more

If you need (or want) a great DEEP TISSUE massage, just ask for Paul - you will not be disappointed!! I only get deep tissue massages so I am unable to comment on other services offered at Hand & Stone at the Hamilton Marketplace. read more

This location is larger then the East Windsor location where I used to go so they can accommodate more people at a time and not have much back up. I had a classic facial this time with Alexa and she is amazing! She's my new favorite esthetician, she was so sweet and made me feel so comfortable and relaxed. My skin feels amazing, I can't wait to come back and see her again! She's a real asset. I definitely recommend requesting Alexa! read more

Received an awesome facial by Devon, she really addressed all my concerns and made great recommendations. I really liked her technique, she focused a lot on massaging and exfoliating my skin, applied just the right amount of pressure. She also massaged my shoulders, arms and feet. I highly recommend Devon! read more

This Spa is very professional, courteous, clean & relaxing! My massage therapist, Willie, was excellent!!!!

Love my DTM with Willie. Highly recommended. The place is exceptional. Experience is relaxing. Friendly staff. Booked my next appt Jan 2017 read more

Today was my first time going there. The place is very nice and clean but it's also new so i would hope it would be lol. I had a facial with Jenna and it was amazing. She very knowledgeable in what she does and it didn't feel rushed at all which at some places I do. She was gentle and the massage in the arms was nice since as a nail tech i needed it. Since I know the industry as a cosmetologist I know what people should and shouldn't be doing which because of that sometimes i have a hard time relaxing but I didn't feel that way at all it was a great experience I totally recommend this place. Can't wait to try out the massages there next time now that i became a member there (which has great benefits by the way if you are or want to become a regular). read more

My last and all previous experiences a Hand & Stone were excellent. The hot stone massage relieved soreness in my back and neck. If you are on the fence about going here, I recommend it and I recommend the masseuse Kamilla. I joined their membership club to get a massage every month. Try it, you will like it. read more

Well run, clean spa. Staff is highly professional. Risa, who does my facials, is superb.