Hand and Stone Massage and Facial Spa

Jan 06, 2025

This is one of the worst massage experiences I've had. They lure you in with offers, but once you're on the massage table, they pressure you into buying add-on services. If you don't agree to them, you get a very basic, subpar massage that's barely worth $20. The lady also damaged my skin during the facial; I had breakouts, and she popped one of my pimples, which left a dark mark that hasn't gone away. There are far better facial places where you can actually get value for your money. Honestly, I wouldn't recommend this place to anyone, not even for a first try.

Dec 06, 2024

I have been looking for a special gift for my wife. She’s always providing and I wanted to give back, give her something relaxing. I spoke to 2 people up front to get some information. I looked everything up online did my homework and was pleased with what I found so far. I was super excited to book this for my wife I just knew she needed some relaxation. So today I called them up asked more question found the right therapist. I believe her name was Shelia. I made sure they sent me the paperwork as to keep this a surprise for as long as I could. After my wife called letting me know she was off work I sent her the address and we talked till it was her time to get to the back. My wife filled out some paperwork prior and she let them know she had cancer. The front desk lady said “oh ya your wife already filled it out and let us know.” 20 minutes go by and they call my wife to the back. Asked once more about the cancer and asked if she takes medication which she does but not radiation. She replied yes to medication and stated that she has had massages in the past with no issues and doctor encouraged it. Lady leaves comes back asked my wife to undress when she’s back she lays my wife down and gets her comfortable only to let my wife know that she will not be able to service her. My issue is why have my wife undress ? Why not check with me the person who booked and filled out the paperwork PRIOR to her appointment? my wife feels singled out. There was no touch of human decency here. This wonderful gift I wanted to do for my wife quickly turned into her nightmare! Please take your money to places that have some sort of compassion and common knowledge. For those of you with cancer best go somewhere where they are also taught to deal with everyone inclusively in their craft.

Nov 06, 2024

Beautiful location and experience. Had massage and facial and both were great. Would definitely come back. I was in the lobby when the lady below was complaining about her prices. IMO she was just trying to get services for free. I had the same lady for the facial and I understood every single word she said. Sad and pathetic what people will try to do to rip businesses off. If your services “broke the bank” maybe you shouldn’t be going to a spa to begin with. And to customer Susan who tried to shame me, you were clearly not there or in the room with the client so you really do not know what happened either, so maybe you should mind your own business before making a wild claim when you obviously weren’t even there.

Nov 06, 2024

I am so upset and disappointed. I was taken advantage of at this location. I confirmed on the phone before the appointments that I would only use 3 packages. When I got there in the morning, I again confirmed, three packages. When I went to check out they told me the facial lady up-charged me for THREE additional packages. I was unaware this was happening. The woman who did the facial did not speak English very well and I was trying not to be rude but all she said to me was “I’m using the full package!!” I just thought okay she’s gonna use all $80 of my package! Great!! Then she said, would you like me to recommend products? I said okay! And she had me sign a slip of paper. I thought it was the recommended products. It was all the enhancements. I spoke to the manager who was not willing to meet me half way for THEIR mistake. She just kept repeating you had the services done. I said if I could give them back I would. I never would have agreed to adding 3 additional packages. I have a tight budget and this just wrecked me. She only took Off HALF of one package and CHARGED me for it instead of using my packages. I will NEVER go back here again. I am so heartbroken at the lack of customer service and the lack of responsibility for their own mistake of misunderstanding and not informing the customer of what they were doing!!!! How terrible to take advantage of a person like that.

Nov 06, 2024

I have been a member of Hand & Stone at another location for 5 years. I know when getting a facial, upgrades are offered and it should always be made crystal clear if an additional package, that we pay monthly is going to be used. Typically the $79 is not worth the upgrade for most. Most prefer to use them for another service appointment. This customer Rachel stated she confirmed 1 package service for the facial. For the Aestitian to sneak in upgrades to facial without making clear additional charges. 3 packages totaling cost of 4 packages = over $300 for a 50 minute $79 facial service , that is taking advantage of a client ! I read the other reviews here of up charges not being made crystal clear before being provided. Shame on you Hackensack Hand n Stone. Double shame on you TS review for commenting against another customer complaint of which you don’t know the details.

Oct 06, 2024

Victor is wonderful. Relaxing atmosphere. Professional. Clean. Highly recommend

Oct 06, 2024

Always so amazing! Definitely recommend Vanessa!

Oct 06, 2024

I’ve had a frustrating experience with my membership. A few months ago, I tried to cancel because I travel a lot and can't visit often. Instead, the staff suggested switching from a monthly to a bi-monthly plan, which I agreed to. However, when I went in for a service recently, I was told my credits had expired, and I lost all the months I had been paying for. I was never informed that my credits would expire—no email, no phone call, even though they have all my contact info. I feel like I’ve lost almost $300 for nothing. Very disappointed with the lack of communication I sent and email to corporate looking for solution, no reply, the manager from hackensack wants me reactive my membership, I don't wanna any kind of business with a company who lacks transparency with customers

Oct 06, 2024

Very happy with the service at Hackensack location. Love the people and atmosphere.

Sep 06, 2024

Amazing staff and therapists!

Sep 06, 2024

Came by at 6:15pm to buy a gift card and they were already closing when it is advertised that they are closed at 8pm.

Sep 06, 2024

Great experience and wonderful staff. Very clean and calming environment.

Sep 06, 2024

Hackensack hand and stone is very professional and take extra care to ensure their members have a relaxing experience.

Sep 06, 2024

I came to a hand and stone location for the very first time because of a 140 dollar gift card. I made the appointment and arrived 5 minutes early to fill all forms. I specified I was going to get an introductory Swedish massage on the phone and again in person (cost told was 79.95 dollars) After check in my masseuse took me to the room and after changing, I asked about any hot stone upgrades, she suggested I try the Himalayan salt stone, I asked about any cbd oil and she said that was an upgrade as well. The price I was quoted was 40 dollars for Himalayan salt stone and 30 for cbd oil. I did basic math in my head and figured introductory Swedish with these upgrades would cost me around 150 ish. When checking out I was told when I upgraded to the Himalayan salt stone the price of the massage became 139? Plus I still had to pay 40 for the Himalayan salt stone and 30 for cbd oil. I felt scammed. No one had shared this information till check out. My masseuse should have known or the front desk should’ve informed me. The massage cost me 200 dollars plus.. absolutely ridiculous. Poor business ethics and practices. Needless to say not interested in becoming a member. 2 stars because my therapist was good.

Sep 06, 2024

Iris did a great job on my skin.It was a good relaxing hour.

Aug 06, 2024

Absolutely amazing! Definitely worth coming back again!!

Aug 06, 2024

Amazing experience! They tune the experiences directly towards my specific needs.

Aug 06, 2024

Amazing front desk staff, super friendly and accommodating. Therapists are extremely great as well. Services are fabulous would greatly recommend this location

Aug 06, 2024

EXCELLENT service. Have been coming to this location for massages and facials every two to three weeks for over 2 years and never leave disappoint. The staff is super friendly and I enjoy my regular visits as well as the long lasting health benefits. Highly recommended!

Aug 06, 2024

Great massage with aromatherapy and Himalayan salt stones!

Aug 06, 2024

Great place for a massage. Nice and professional.

Aug 06, 2024

Great team, wonderful experience with masseuse, been a member for several years. Look forward to each visit, easy booking!

Aug 06, 2024

Had a great massage experience with Victor today. Very polite and the massage was great

Aug 06, 2024

Hand and Stone in Hackensack, NJ, is an absolute gem! From the moment I walked in, the tranquil atmosphere and friendly staff made me feel welcomed and relaxed. The massage therapists are highly skilled and attentive, customizing each session to address specific needs and preferences. The ambiance is soothing, with serene music and calming aromas enhancing the overall experience. I also appreciated the cleanliness and professionalism throughout my visit. Whether you're in need of a deep tissue massage or a rejuvenating facial, Hand and Stone delivers top-notch service that leaves you feeling refreshed and revitalized. Highly recommended!

Aug 06, 2024

Hand and stone Hackensack is always such an amazing experience. I am so thankful for Brianna and all the help she has given me. Such an amazing environment all around! Can’t say enough about how professional all staff is, and how welcoming they are at the front desk. Thank you for everything!

Aug 06, 2024

Hands down the most amazing facials ever! The team is just gracious and the most professional!

Aug 06, 2024

Have been a member of Hand & Stone for several years and the treatments do not disappoint. Been a member over a year at Hackensack location, providers are excellent, facilities impeccably clean and customer service top notch. Manager Kelly makes sure the operation is always running smoothly. Very happy member!

Aug 06, 2024

I have been coming for over a year now and every message I have had has been fantastic. It is the best money I spend each much - self care with great massage therapists!

Aug 06, 2024

I needed to cancel my membership. I called and discussed with them. The rep understood and told me that I was still locked into paying the next installment. I did have intentions of reinstating my membership but at the time I needed to cancel it. Since it was right after a billing cycle, it was going to be close to a month from the time I called. She also said that I will have 2 remaining services that need to be used up within 90 days on the last payment, that would be at the end of July. They told me that they will send me paperwork for the cancellation. I filled out the paperwork a few days later. I just went to my final appointment in mid July and they told me that my package expired and I couldn’t use it. They said the 90 days was based on when I filled out the paperwork which is not what I was told when I called to cancel. It was a week after 90 days from when I filled out the paperwork but I was told I would have until the end of July when I spoke to them. The manager, Tina, is awful. She did not properly train her employees on the policies before they spoke to customers about policy cancellation. They give incorrect information to customers about policies and cause customers to get hurt. It’s a very poorly run facility and I will not reinstate my membership there.

Aug 06, 2024

I thoroughly enjoy my massage today. My massage therapist did an amazing job and followed all of my requests. The staff are professional at this location and I can’t wait for my next session.

Aug 06, 2024

It's a great place always nice to go and relax with all the services they provide. They make you feel at home they are very friendly and respectful. Very thankful always

Aug 06, 2024

My go to for relaxation and muscle relief!!

Aug 06, 2024

My massage with Victor was great!

Aug 06, 2024

The customer service at this location has always been phenomenal. I have been going to this location for years and have always had the best massage and facial services. I have never once had a bad experience and will continue to be a loyal customer. Kelly the manager and front desk staff are always extremely professional and kind! PS: I have never experienced a bad service or burn before…hope the idiot under me sees this😘 good luck with the clout posting😂😂

Aug 06, 2024

The services are fine however I have called them THREE times to cancel my membership and each time I'm told a manager will call me within 48 hours and nothing. I guess I'll be calling a fourth time now. Ridiculous. They want your money and try to hold on to it as long as possible clearly. Not a good way to get people to come back to your location.

Aug 06, 2024

This location has to be the best! The staff and the service they provide is excellent. Love it here and I will keep coming back.

Aug 06, 2024

Vanessa is very good at what she does and the atmosphere is great! Staff is very professional and polite.

Aug 06, 2024

Very relaxing!

Aug 06, 2024

Wonderful… professional… immaculate…relaxing