Hand & Stone Massage and Facial Spa

A few days ago I called to update my billing info as my card number has changed. The girl helping me over the phone told me I would be billed my normal amount on the 30^th of the month. Instead she charged me 3 months worth of billing the same day by mistake. I found out later in the evening when I found out that particular account of mine had been overdrawn. I called the location the next day as soon as possible and they didn’t answer their phone. I then had to call two more times throughout the day and they finally answered. When I explained the situation I was promised their manager would call me the following day (yesterday). I never received a call back and again when I called in the evening during their business calls no answer. Today I still have not received a call back from the manager and have left two messages because again they do not answer their phones here. When someone makes a mistake and overcharges a guest I would assume the manager would want to resolve the issue as soon as possible but this is not happening for me. Very upset of the lack of follow up from the management as well as their neglect in answering the location phone. Not only are you about to lose a customer but by not answering the phone you are losing potential new business.
Edit: I did finally receive a call back 25 min after leaving the review. Still need to wait for the manager to call me until tomorrow. At that point if we come to a resolution I will be happy to bump my rating back up to 5 stars. Was just really upset with their follow-​up skills.

Maybe I am a bit spoiled, having worked in a spa before. But I did not find my experience very relaxing at all. The front desk staff was very cold and unwelcoming. The whole place seemed more like a factory production line then a massage parlor.
If you decide to go here, make sure you put down on the intake form that you want a relaxing message. I’m pretty sure this is where I messed up. I put that I get massages for stress and relaxation. When the therapist started working on me, she focused on my shoulder blades for most of the time. I am aware I have knots, but at one point I said «Ouch, please stop» and there was no apology, she just moved to another part of the body. She barely massaged my legs or arms, and kept going back to that troubled area on my shoulders. I was close to just telling her to stop, but luckily the time was up.
After I got changed, I was greeted by another therapist with a bottle of water that said «your therapist had another client. She said thank you.» I felt like my money was completely wasted and I will never return back.
The only positive thing is the décor of the waiting area.

I really want to give this place a 4 but I just can’t give it 4… Ugh sorry hand and stone!
Let’s keep this super short and basic. I had the monthly membership and they were able to redeem two of my passes from over a year ago. This was great, my money didn’t go to waste!
Appointments started about 10 minutes late. I was one of the first for my 1 pm appointment, and I didn’t get in till about 1:10. Not cool!
The masseuse was amazing but she did not stop talking to me for the entire 50 minute message. Anytime there was a break and some type of silence a question of some sort would arise. I really needed to have a relaxing time but I wasn’t able to fully enjoy this. There goes my ME time.
My facial was pretty good my pores were clean. They asked if I wanted extractions and I said sure. I pick my skin anyway why not have professional do it… Well, probably because they were picking at nothing which left my skin a little irritated. Ouch! Red marks all over my left cheek for two days.
Meh, I’ll probably be back because it’s close to my friend and I but I might be trying a new location next time.

If you’re looking for a nice relaxing 50 minute massage, just hope your therapist isn’t running behind and «makes up for it» by cutting into your time and giving you a 40 minute massage. That was my first and last visit. Do I want to sign up for a monthly membership? No, thanks anyway. I will find a legitimate spa that will treat me like the paying customer I am.

so today was my first facial. i was excited and ready to be relaxed, and i was disappointed. The waiting area was nice, but when i came in and was filling out my paperwork the girls at the front desk were gossiping about a client on the phone to the owner, which was unprofessional. the girls were nice to me, but it wasnt a good impression. during the facial, i felt like things were just kinda randomly put on my face. i got a very short massage, but no pressure, it really just felt like someone was playing with my face. not really relaxing. i got pumpkin exfoliating stuff on„ but it was just put on. it wasnt rubbed in to exfoliate or nothing. and it was weird cause i was just laying there with this stuff on my face and i could feel the esthetician just standing behind me not doing anything. it was awkward, not relaxing. then she rubbed it for like 5 seconds and quickly wiped it off. so really, my skin wasnt exfoliated. this happened for the next 3 things she put on my face. she put it on with a brush, and it just sat on there. and she was clearing her throat in the background, which ok ya gotta clear ur throat but omg, so not relaxing. i kept getting fidgety cause i was thinking that maybe she should be rubbing my shoulders instead of just standing there and it being all awkward? i was not impressed. also the lights were on almost the entire time! at the end my face felt smooth but just because she lathered a big layer of something on there. when i got home about an hour later all my dry and rough spots were back on my face. i will say that my complexion does look better, meaning it looks more even, but im still dry. i wont go back. waste of money and i dont think she was experienced. if she was then (not to sound totally rude) but that was not good. i wasnt relaxed. i let her think i was cause she was a nice lady, she really was, but ill pass on going again. toward the end i just wanted to get the heck out of there and go home.

When you see the price ($ 49.00 each for a massage and facial) I was worried about quality. After I realized that it was an introductory price I understood. Both the massage and facial were great. They lasted slightly under an hour but not to the point I felt short-​changed. The massage was the right pressure and she didn’t talk to me! I go for massages for quiet, not to chitchat so I hate when they want to make small talk. I will say that they obviously don’t read the long questionnaire I fillled out because she then asked the same questions. They used all natural products on my face and it really did look and feel better. When I was paying they talked about joining to get the future discounts but did not pressure.

I want to start off by saying that this review is more about the salon than my particular massage therapist. I had a 50 minute massage that was done by a younger therapist who was good not great. She had potential though and everyone needs to gain experience before they can truly excel at what they do, so this was not a problem for me. She never asked if the pressure was good (although it was) and my 50 minute massage time was shorted by about 6 minutes. Overall though, my problems were mainly with the spa and the clear lack of training the owners provide to their staff.
First — on the subject of gift cards — be forewarned that if you are buying a gift card for someone who is not a «member» and a new client they will charge you the non-​member rate, which for a 50 minute massage is something in the $ 85 range (i.e. RIDICULOUS). In my opinion this is a dishonest practice and a total rip off for the person purchasing the gift card. When a new client goes for their first service, they charge the member rate — around $ 45, which should be what they sell the gift card for… not double as they do. The girls at the front should really ask some questions (I.e. Is the gift card for a member? Non-​member? New client?) and inform the person purchasing the gift card of the actual charges that will be applied for the service before selling it.
The atmosphere at hand and stone is nice when you walk in but when taken back to the massage room I was really disappointed. There was a fan in the corner of the room that was blowing loudly throughout my entire massage. The room was freezing and the lights were bright. It felt more like a massage warehouse than a relaxing spa. It really seemed to me that all of the girls at the front are just trying to squeeze every penny they can out of the customers and could really care less about the experience.

Christine and her staff were hands down the most accommodating crew I’ve ever experienced at Hand and Stone. Christine resolved issues with a smile and made sure I left calm and relaxed. I will definitely be back to visit this location soon!

i HATE this spa! it is very very dirty. my massage was absolutely TERRIBLE. i only received about 39 minutes of my 60 minute massage. I WILL NOT be returning. i dont know how people have memberships to that filthy spa. its disguisting

Two bananas, a coffee, and a 50 minute massage later, I feel much more relaxed. As a first time visit, courtesy of a gift card from my mother, I must say, it was a highly pleasurable experience. Hand and Stone in Marlton have the CUSTOMER SERVICE GAME on lock. And being in the field of customer service, my radar goes on every business I visit; no exceptions. The front desk staff was highly personable, courteous, and had a very relaxing demeanor which made me relaxed. From the moment I made my appointment to the moment I paid for my serivces, I had absolutely no problems. I took advantage of the «deal» they had to offer; a monthly membership w/​a waived enrollment fee. There was no hard sale and the terms are pretty darn clear.
As for the massage services… my masseuse was a completed gentleman. He took note of my problem areas and tried his best to work out as many knots as he could. Considering I have a knot problem, he was very honest in explaining to me what he had done, where his efforts were placed, and his recommendations for my future massages. I was forced to give this establishment a ⁴⁄₅ start rating because the massage was good, but it could’ve been a little firmer. Also, as a first time visit, any and everything can seem like a win/​win if you had a good experience the first time. The second test is what happens after I get billed for my first membership payment and how the second visit goes. I’ll keep you posted… SERIOUSLY. But all in all, I can firmly say (no pun intended) try them out. I had a great experience. Maybe you will too!

they are pretty accommodating even when it was my fault, we came too early. We scheduled three appointments with Heather, Jake, and Andrea. They were great! I especially thought Jake gave me one of my favorite massages of all time. I felt that all the knots in my back were gone by the time I left. He also gave me a great foot scrub, probably the best one from any hand and stone I’ve been too (I’ve been to at least for different hand and stone facilities). My mom also stated that Heather was her favorite from all the hand and stone masseuses she’s ever had! I can’t complain about prices because since I was a member, I got member pricing. They took my moms spa wish gift cards so that was a plus! We would definitely get massages from here and from the same masseuses! :) thank you!

I cannot say all the therapists give a good massage. Its luck of the the draw. Some are attentive to your problem areas others are not.

Been a member here for quiet some time. Love coming to get a massage or facial monthly and the discounts are nice for purchasing people gift cards and what not.

I made a last minute appt and the front desk was super nice but the massage was HORRIBLE ! Joy asked where she should focus so I told get my lower back and legs and she barely spent time on those ! My over priced $ 90 one hour massage was only 45 minutes long. Super disappointed and left unsatisfied with knots still in my lower back.

I went to The Hand and Stone in Glassboro NJ on 6÷7÷13. I purchased the service on line through Living Social. I was supposed to have just a facial, but there was a cancellation and I had a massage too. The facial was ok, I had better. The massage was terrible. I usually get massages often, but this massage was nothing like the massages I usually get. He never stopped talking. He spent almost an hour rubbing and abusing my back. I was supposed to have hot stones, but he never used them. My back is bruised and I am very sore. I’m in bed on a heating pad popping Aleve. The front desk staff was nice, but they were sales people. I was asked several times to purchase a membership. Never again! However, I have heard that Marlton and Cherry Hill are nice.

I was torn on how many stars to give this establishment but I went ahead and erred on the side of caution. I wanted to get a massage and all the places I called were unable to get my visiting friend and me in for a last minute pampering but Hand and Stone were accommodating. The front desk staff were very friendly and personable on the phone and in person. The waiting area was clean and inviting. I can’t recall the name of the male massage therapist I was paired with but he was friendly. He wasn’t very firm in his touch and I think that I was shorted a few minutes of my time. I did inform him of a recent ankle surgery that I had and that he should not touch my left ankle or foot at all. He seemed to forget and I had to remind him as soon as I felt the immediate discomfort. He was very apologetic and I think that’s why he quickly finished up and sent me on my way to the facial room. He seemed as though he needed some more experience. My facial however was awesome!!! I got a half hour facial that was half price for new clients and wow, was it worth it! The esthetician was knowledgeable, professional and gave me a great facial. She also included a neck and shoulder massage which was so relaxing. I’m definitely going back for her services again! Bottom line, loved the facial didn’t care for the massage but I am willing to go and try a different massage therapist before I totally write off this location.

I’ve been getting massages here for the last six months and I plan to keep coming back. My usual therapist is stellar, a deep tissue massage that works wonders with enough pressure to be just at that «point» so it will have the therapeutic effect. Other therapists are also excellent so when I want to get in at the last minute, I’m able to work with the schedule. The desk staff is also really wonderful; they always greet me and chat when I arrive, with lots of smiles. Very highly recommended!

WOW this is the ultimate spa. From the staff, to the therapists, to the products they sell this place is top notch. If your getting a massage I recommend 80 min with JON. He will take every bit of stress and pain out of your muscles. He is strong and he is GOOD. Make sure you book him in advance his schedule is full on Fri– Sat. Rachel knows her stuff to the tee for facials. Give this place a shot you’ll go no where else after this place.

I have been going to Hand & Stone for a year and a half and absolutely love it. The front desk staff is very pleasant and I have never had a bad massage. Got to try the hot stone massae. It’s great. My massage therapist is Kirsten. Love her. She is great.

I just had my first massage here. It was a great expire nice overall. The front desk staff is very nice and helpful. My massage therapist was AWESOME. Ask for Elise, she knew exactly what to do to relieve my stress points and areas I didn’t even know had pain she released. she was very delightful to talk with and made me very comfortable. Ive had many massages before but Elise was the best I’ve had yet. I highly recommend this place.