The massage and booking was absolutely wonderful. My therapist took the time to really work on problem areas and left me completely de-stressed and relaxed. I need to emphasize the rating is in no way a reflection of that part of my experience. However, I felt like I was in a car dealership when it came time to pay. I wanted to discuss with my husband before being pushed into a membership- we don’t have much extra each month and it was a big commitment. I was being pushed to call or text him on the spot to sign up to lock in this month’s rate. I left feeling frazzled and pressured. I understand the angle the manager went on- me being a mom and needing time for myself; but she didn’t stop pushing for me to do the membership before I left. After all that- I won’t be back- which stinks because my massage therapist was truly wonderful. All her hard work to get me to finally relax was ruined by a pushy sales pitch.

I came into this location back in May for an intro 1 hour massage special, listed at $79.95. The massage itself was decent, nothing to write home about. However, when it came time to pay and tip for the service, the women behind the counter were swift and charged me 20% tip on what would be a full price massage for a non-member ($140). So instead of paying $16, I was charged $28. I understand the reasoning behind why this is a policy, however the approach of how these women collected the tip was a bit deceiving. When I began to question their methods, I was met with attitude and dismissiveness - behavior incongruent with a customer facing role. I will most certainly not be returning to this location for the foreseeable future nor will I recommend it to anyone.

Rating 1 star not because the service was bad (both my massages and facial were incredible), but for the absolute SCAM it is to deal with the fees & cancellation process. After having my first massage I asked to tip, expecting this percentage would be on the rate I pay (the monthly 90 a month). At no point was it disclosed that tipping is based off the VALUED amount, so I ended up paying a $10 extra tip than I expected. From there, I decided to cancel and now this has set off the worst process I've dealt with to date. I asked to cancel in early August, and was told that in order to cancel a manager needs to speak with me. They tried to call a couple times and I missed it (I was at work, can't answer the phone) and when I called back the person I spoke to asked me to confirm my email address so they could forward me the cancellation docs. I provided it, and confirmed that August would be my last billing and they said yes. Come to my surprise, near the end of the month I got an email saying I have an upcoming charge in September and I need to book my appointment. Upon calling, the manager told me that I never called them back to confirm my email, so my account was still active. I told them that I did in fact call back & the person on the phone never said they were not the manager, AND they told me verbally that my email was confirmed with them & August would be my last billing. The manager attempted to tell me that I'd be charged in September, to which I told them I would absolutely not pay as it's not my fault their staff has me running in circles. They told me they would email the cancellation docs over right away, and ensure that I am not billed in September. I got the email, signed and returned it and thought that this mind-numbing process was finally over. Want to guess what happened? I just got billed again for September, and upon calling they told me my account is still active. DO NOT GO HERE! THEY WILL SCAM YOU OUT OF MONEY EVERY MONTH.

This place is SCAM , do not sign up here because they will give you hard time to cancel your Membership. They said , give me your email so we can send to you the form but I give them many times . They just want to keep your charging . I spoked your Manager in the store and on the the phone about my cancellation . She is making excuses and the receptionist girl says “” that Manager in on the Meeting and she will email to me . I called many times as well so it’s been 3 weeks ago now . I didn’t recieved he form for Cancellation so don’t event sign up here because you will get a night already experienced . All of them lied when you calll that Manager is busy or on Meeting !! She is in the back tiny office seating 👈👈👈 You will have a hard time to Cancell your membership . I am a blogger in YouTube . I will post how horrible you are . Manager itself is very NASTY . And employees who pick up the phone keep Lying to you that her Manager is not available so STAY AWAY in this place in Emerson location . It only takes 2 Mins to email you within in 24 hours ok . They ask my email many times but you will get angry because it takes 3 weeks to get your cancellation forms to your inbox . Can you imagined it? !! So please don’t Come here because they did this with other Customers It is easy to Sign Up and Cancellarion is a nightmare . It’s not true in 24 hours okay !! . So Red all reviews people !! BE AWARE !!

The Hand and Stone in Emerson NJ offers spa services, including facials and massages. The staff is professional, courteous, and friendly, and the facility is clean and tranquil. You will definitely enjoy your visit.

I enjoyed my facial experience and Melissa was so knowledgeable and gave me good advice with my skin and my key issues were in regards to my skin (hyperpigmentation, tone, texture, etc.). Thank you Hand and Stone for the experience!

Customer service is horrible, every time that I tried to make an appointment there is not availability and u cannot book for 90 minutes massage in the weekends which is the main reason to accumulated so many non used sessions and they do not care to accommodate u, unless u will cancel your membership. This is un-ethical, they should accept membership subscriptions base on the ability to provide services and to appointments availability with a reasonable waiting time, no keep delaying and customers ending paying for a subscription that is NOT ABLE to provide services. Therefore, I want cancel my subscription and I have been trying several times for the cancellation process. Manager did call after two days and said she will email the cancellation form and I did not received any email. I am calling again and I have to wait again for her to call me back. On the mean time of course they will keep charging my card again for one more month membership. I will pursue this matter further with consumers department

I went for one of their introductory massages and had such a good experience I signed up for a membership on the spot and I haven't regretted it a bit! Not only have the massages been great, but the amenities really take things to the next level compared to other massage places I've used. The heated tables and warmed damp towels are always my favorite parts, and they always have a specialized support pillow to accommodate my issues laying face down.

Hand and Stone in Emerson, NJ is wonderful. Friendly, clean, knowledgeable. You get a friendly welcome when you arrive every time you go in. I make my massage and facial appointments with the same professionals each time and have for years. It's a great place. And I am very happy to be a member there.

For the first few years I would go once in a blue moon because my friend had a membership and would gift me massages. After a while I decided to get my own membership because I could luckily afford it. It was mainly because the desk person (I forget her name) was very informative, and not once did they pressure me into purchasing a membership. Now I go once a month for a massage. I like having Ralph because he’s extremely good at the work, and he is very considerate throughout the process on how you’re feeling. The environment is very calm and soothing. I did get a facial at one point and my tech was amazing and I think her name was Melissa. She walked me through everything and let me know what each product does to the skin, and The products they have up front are also very good to use and professional quality which I greatly appreciated being shown. I like this location a lot and recommend it to friends and family :)

Sales, sales and sales. Not about your wellbeing. Was talked into membership and after buyers remorse had to jump thru hoops to cancel membership! They do NOT make cancellation simple. Had to contact them a few times and was told the mgr would call me back. I made it clear several times I just wanted the cancellation policy email sent to me to sign. It should not have been so complicated. Also, be prepared to pay 2 more months upon cancellation. Plan to contact corporate to express my displeasure as well. It’s a gimmick franchise.

I've been a member for over a year & love getting my monthly massage. It really makes a difference when the same person works on my body. They get to know you and where you need the most "work" during a massage. Being a member always ensures that I continue to get the self care that I need but would otherwise put off. It is also great being able to give the gift of a massage or a facial at my member price to my friends and family as gifts. Everyone loves getting a gift card from Hand & Stone!

Perfect place to relax and unwind. Great customer service, facility is clean and convenient location. They follow diligently with Covid 19 Screenings and practices which is a plus. I visited Hand & Stone Emerson regularly for massages and facials. Jack my masseuse is amazing! He’s sweet, professional and very receptive. He took care of my lower back, neck & shoulder pains right on the dot. I highly recommend Jack. I immediately felt comfortable with him the very first day. Will certainly keep coming back here at H&S when I need some self-love and pampering.

The best facial I’ve ever had with Marisol! She was amazing. Absolutely outstanding massage with Sue, truly excellent!!

Massage therapist was fine. Two things drove me nuts and took away from the relaxation. One the constant need to upsell. “Would you like us to use CBD oil” that will cost you $30. 4 or 5 times. Also the calming music used to enhance the experience kept going in and out. Very unprofessional for such a big company.

Update 2/5/23: The manager of Emerson Hand & Stone reached out to me and inquired about my issues. She made the massage appointment with my daughter happen and added complimentary aromatherapy. Since the incident I have had another facial and will be making an appointment for another massage when I go visit my daughter's college. Changing my rating to 5 stars for the Emmerson location but 3 stars for the Hand and Stone company for the lack of clinicians to do facials and massages, so you can book two appoints at the same time. They sure have enough rooms at their facilities! Weeks ago I scheduled a facial with my daughter, I had a wonderful person working on me and my daughter enjoyed her facial as well. I decided to book a couples massage for my daughter and I. She never had a massage before and didn't feel comfortable going by herself for the first time. She is 18. The evening before our appointment my daughter gets a text that her masseuse is sick and all appointments will have to be canceled. They offered my daughter the appointment after me with a male masseuse. I was livid. When I called, I found out that we were never scheduled for a couples massage. They only had separate appointments. The receptionist was able to schedule a couples massage for the following week. Tonight my daughter gets a text canceling the rescheduled appointment! I can't believe this! This is no way to do business! I don't understand why this company doesn't have substitutes when someone is out. Once again we have been inconvenienced. I am expecting a call from the manager tomorrow. I am starting to regret signing up for a membership.

The spa was wonderful and Kristina did an amazing job and was very knowledgable and helpful. I had a rejuvenation facial with her and my son had a detox facial. I joined and am going back monthly! Staff is lovely.