Hand and Stone Massage and Facial Spa Reviews Summary

Staff Performance

Pros:

• "First time getting a facial at Hand & Stone and Alexa definitely exceeded my expectations!"
• "He is well trained in his ability as a massage therapist."
• "Sandra has the hands of a goddess! She always knows just what to do and where to do it."
• "Ashley is extremely skilled and was able to work out each of those knots."
• "Angela was very knowledgeable and intuitive, pinpointing my areas of concern without me even saying a word!"
• "Dominic at Hand & Stone Montclair, NJ is Ranking in top 5 of Massage Therapist."
• "She discovers knots in your back that you didn’t even know were there and knows how to work them out."

Cons:

• "The woman at the front desk wouldn’t even crack a smile at me. She was extremely unfriendly."
• "Very uncomfortable experience and false advertising to not honor email offer."
• "Started off great, but the Spa began experiencing significant turnover."
• "She quickly asked me if there were any areas to focus on and as I was answering turned her back and began to walk out of the room."
• "The receptionist needs to go... bad at confirming appointments horrible communication and didn’t try to accommodate us whatsoever."
• "She was none attentive to the areas I mentioned her to focus on and she basically rushed my entire massage."
• "The customer service is unprofessional."

Facilities and Cleanliness

Pros:

• "The Montclair Hand & Stone is at the top of my list NOW as my go to massage location with my membership."
• "They had a sign outside every door stating that it was sanitized and plenty of access to hand sanitation."
• "The location is in a popular area and the inside is clean, smells good and of course has the standard signature Hand & Stone signage and products on display."
• "The space was very clean and the staff professional."
• "I felt totally safe going to a spa during the pandemic."
• "Everything was perfect except for the parking situation, not that there isn’t any it’s just all payed parking."
• "I had the pleasure of getting a facial here this evening. The receptionist staff is warm and inviting and the spa room is very comfortable, smells good and exudes soothing energy."

Cons:

• "I have called numerous times to cancel a membership that was sold but not all terms were given. Nobody picks up or calls back when i left numerous voice mails."
• "The facial itself was extremely basic and included multiple breaks where I sat there with hot air blowing at my face."
• "They also changed the therapist to an old lady who was not able to apply any pressure during the massage."
• "The entire hour (actually less since it started late and ended early) was spent with her just rubbing oil on my body."
• "Pressure wasn’t applied in the right places so it made it painful at times."
• "Horrible place... They canceled my appointment without any notice."
• "It was my birthday and I don’t think it was worth the $100 intro price, thankfully I didn’t pay full."

Customer Service

Pros:

• "Simply superior customer service!"
• "Brittany was helpful and kind, but she was so patient!"
• "The staff was so nice, you can’t beat the deal offered for membership."
• "The staff at the desk were so helpful to answer any questions and my therapist took such excellent and gentle care in every way possible to make my experience comfortable, relaxing and extremely helpful!"
• "The personnel have good energy and are very professional."
• "They were very professional and called me the day before my appointment to let me know the person I booked wasn't going to be in and put me with another person."
• "The receptionist was super super sweet."

Cons:

• "I was waiting to hear (Still waiting BTW) for a call from a manger/owner to get this straightened out."
• "I can’t complain about the massage but reception was a different story."
• "The Receptionist Rosie has Horrible communication, and is not professional."
• "This location is just awful! The front desk makes the experience just not worth the time!"
• "The receptionist needs to go... bad at confirming appointments horrible communication and didn’t try to accommodate us whatsoever."
• "After the massage was told 'they were not accepted' because the owner hadn’t finished setting it up."
• "I will not be coming back and I 100% feel like I was ripped off and wasted money for the day that could’ve been spent elsewhere."

Value for Money

Pros:

• "I cannot be anymore thankful to Brittany and Hand and Stone in Montclair!"
• "Alexa has really helped me find products that actually work after struggling my entire life and wasting money on short term solutions."
• "In one session he was able to significantly reduce the pain I originally felt before coming in."
• "That was the best massage I ever received. My neck and back has been feeling great every since."
• "I’ve come to Hand & Stone twice for both a massage and facial, and my experiences exceeded expectations!"
• "I highly recommend Dominic for a massage."
• "If you are experiencing any type of muscle pain, give him a try for an 80 minute deep tissue and you will leave feeling 100% better, guaranteed."