My husband got me a 3 month giftcard for Christmas. My first massage was phenomenal and today (my second) was the worst massage I ever had. As someone who has had many massages, I was extremely disappointed in today's massage. My masseuse did light to medium pressure, which I love. What I got was bare minimum effort. It felt like they pulled someone off the street and said hey give this person a massage! This person had NO TECHNIQUE, was massaging at the most minimal uncomforting or relaxing pace and it was just not relaxing or enjoyable. I felt very upset as I am someone who works A LOT, my husband and I work VERY hard for our money as does anyone else. When you pay for a service to RELAX, you wanna feel good and RELAXED. I called the Somerset store to speak to a manager about my experience and I spoke to someone named Alyssa (not sure if this is the correct name)   I explained my frustrations and she turned it against me and said "The masseuse has been doing this for 20 plus years and this is why we explain that she does light to medium pressure" I told her I'm not complaining about the pressure but more so the QUALITY AND TECHNIQUE of the massage, which I felt was extremely poor. Also, no one even asked me if I wanted add ons or such to my massage, I had to bring it up myself. I did not feel this was a please experience and I certainly don't feel like when I expressed my unhappiness about the level of quality I received, it was totally turned against me. PEOPLE PAY A LOT OF MONEY FOR A RELAXING EXPERIENCE AND SHOULDN'T BE TREATED THIS WAY. GO TO ANOTHER FACILITY!!!!! COMPLETELY UNNACCEPTABLE AND I'M NOT HAPPY WITH MY CUSTOMER SERVICE !!!!!

I had a less-than-pleasant experience recently that I'd like to share. The manager seemed to struggle with customer service skills and appeared to strictly enforce corporate policies without much empathy. During my visit, I noticed a discernible negative tone, particularly in the waiting area, where clients could hear her expressing dismissive remarks about individuals who reached out with inquiries. Upon reading other reviews, it appears that my experience is consistent with the concerns raised by other patrons. My massage therapist didn't match my preferences. The pressure used was too intense for my liking, and despite my request for a gentler touch, it wasn't adjusted accordingly. As a result, I've been experiencing some discomfort in my neck.

Don't use this location!! Is there a zero stars? I scheduled an appointment over a month ago due to difficulty accessing appointment times. I have a gift card and decided to use it for my birthday. Scheduled an appointment on the telephone and provided my credit card to secure the appointment. That is required. I expressed this is not a practice I'm comfortable with as it puts the customer in jeopardy. Today, I arrived for my appointment only to be told I had no appointment booked at that time for me. No appointment at any other locations either. So, where did this person put my credit card information? Of course, there were no 90-minute appointments available today, and the gift card can not be refunded to the purchaser. Manager Alyssa was not help at all. Something should have been done to compensate me for this major inconvenience on my birthday but nothing was offered. After all this tension I'm not in a relaxed massage mood at all.

Had a great facial with Maya. I have been coming to Hand and Stone for years for massage and have overall good experiences though it's gotten to be more expensive over the past few years. The bad rating and review here is because of the treatment I received from the manager, and for overall poor customer service. I was not surprised to see the most recent negative review written here was due to her poor treatment of another customer. When going to check out I had told her I forgot to bring cash and could put the tip on my card. I had been able to do this at other Hand and Stone locations including this one previously, so assumed it would not be an issue. She rudely said this is no longer expected and "That's why we have the sign that says it." When I showed my confusion she pointed to a sign with very small print that said cash only for tipping. She expected me then to run to a bank, take out cash, and come back to give a tip with no consideration of my personal schedule. I asked if Venmo or Zelle was an option for tipping (which I have also seen be accepted at other Hand and Stone locations) and she replied "We're not really supposed to do that," in a sassy voice with no further explanation. Eventually, she said she would allow me to put the tip on the card "just this one time," as if she was doing me a huge favor and had not just received my business. I then inquired about canceling my membership which I had been meaning to do for months since I found another massage place of equal quality and half the price (Lucid Spa in Metuchen). She explained to me that the cancellation policy is that I'd still be charged one more credit since there is a 30-day cancellation notice (not great, but I understood). The craziest part was that she wouldn't even put the cancellation request in today because I had used some of my reward points for an add-on service. So instead of leaving a note to cancel my account tomorrow, she said I'd have to call or come in again in person to officially cancel. Absolutely terrible customer service and a rude manager who either needs to work on her interpersonal skills or consider changing industries. I will be canceling my membership here tomorrow. I encourage others to go elsewhere for their massage/facial services.

Rudest front desk personnel ever at Somerset Hand and Stone. October 3rd was the worst experience I've ever had checking out after such a wonderful facial. There was a miscommunication regarding services and payment. Instead of admitting the mistake was on their end, they accused me of yelling because I was trying to explain where the issue was. I asked 3 times for a manager and I just got a snarky attitude. As it turned out, they were wrong and refused to admit it. They could certainly use some custoner service training if they're going to be the face of the company.

DO NOT BOOK HERE UNLESS YOU WANT TO RECEIVE HALF OF SERVICE DONE FOR FULL PRICE! I booked a 50 min Himalayan salt stone massage for my husband and when it was over he spoke to the receptionist about how he never got the enhancement part. The receptionist 1st tried to state that the appointment was never booked with it … which it was ! Then when it was confirmed she then asked the masseuse about it her response was “Oh it totally slipped my mind” The receptionist still insisted on a payment being received for a service that was NOT complete. BIG SHOUTOUTS to the Manager Alyssa who said there was nothing she can do and that she will just speak to her employees. Very Rude and Unprofessional.

If you are an athlete or weightlifter don’t come here. When I called to book my first appointment they put me with a masseuse who then told me when I arrived I don’t do deep tissue only medium to firm pressure. Now good customer service would’ve been them asked me on the phone when booking the appointment. Secondly I told the masseuse I want the focus on my upper back shoulders triceps and biceps but instead she had no idea what to do with triceps and biceps that she oiled them and that’s it! These massage chain just don’t do it for anyone that lifts, it’s great for other people

This was my first time ever getting a service done like this. The place was very warm and inviting. Everyone was very informative and nice. I had Bonnie do my massage, she did a great job and made sure i felt comfortable the entire time. Then i had Amanda? i believe her name was.. who did my facial. She was great. We were talking the entire time and she was keeping me updated on everything she was doing, what it is, and how it helps.

Great massage by Lucas. Yet the reason I will not be coming back is because of the Manger. How she treated me did not sit right with my spirit. Some confusion was had about a gift given to me, without any explanation she took away the gift package. Yet it's the way she said I'm going to take it away bc I did not remember who gave it to me. Not explaining in detail why. I had to call back to get clarification. Then she said I don't know why it's a big deal, you were going to pay for it already. 😒 I will not be renewing my membership or going back to that place.

LOVE THIS LOCATION! I recently went to have a service there and it was absolutely amazing! The spa was clean, the staff was so kind and the service was one of the best! When I arrived, the staff was having conversation and laughing with the manager. A weird thing to point out, I know, but it is really great to see such a positive work space from the outside. I mention this because before coming I read some reviews and there was so much negativity around the manager. I had many questions about services they offered, and she was extremely pleasant to speak with. I have some management experience in my past, and I understand everything negative comes back to the manager, even if they are just doing their job (just my opinion). I will be returning since I signed up for their membership!

Unfortunately, I did not enjoy my 60 min massage at this hand & stone location this afternoon. I was excited to use a gift card given to me on my birthday. This was my 2nd time visiting this location and my massage was mediocre at best. My massage therapist used an OVERABUNDANCE!! of oil on my body. So many squirts per body part. At the end of the massage there was oil in my hair, my feet were slipping in my shoes, and oil on the sides of my face, it even got on my phone as I was making a call. My massage therapist made loud breathing sounds throughout the massage and failed to apply consistent moderate pressure throughout the massage. The room I was in didn't smell that great either but when I put my face down in the head rest, I couldn't smell it any more. I really wish I would have asked customers for recommendations for a therapist before booking.

I had Edalin for my facial and she was great! Helped me understand my skin and left me glowing.

I had an amazing and very relaxing experience at the Franklin center/branch. I got a body massage done from “Region”. She is a professional totally. She listened to all my body ache concerns and did the massage in the best way with apt pressure as needed. I didn’t even have to tell or ask her anything. Totally amazing experience and strongly recommend them for the service. The facility is also very neat and clean and great ambience at the massage rooms.

I went in for a classic facial with Sabrina and it was an amazing experience! I had received a gift card and, to be honest, I was putting it off for a while because I had a facial once at a different establishment and was not too impressed. But this was a totally different experience. From the smells, to the textures, to the lighting, to the music...everything is so relaxing. I will definitely be returning and specifically asking for Sabrina because she was awesome.

Total scam set up. Won't let you leave without a huge process and additional fees. Watch out! Final massage was like. A toddler putting oil on me. I also don't need to hear about your divorce.

I had Edalin as my esthetician and I must say her service is amazing! She really cares for your skin and walks you through the process step by step, explaining what products she uses for your face and why. She listens carefully to your skin concerns and makes sure you walk out of there with a beautiful fresh clean face. 10/10 recommend

I ordered a massage service for my mother earlier this year as a gift. Thereafter, my mother decided to subscribe so she could return for regular massages. For the last 2 months, my mother has received cancellation notice for her appt 1 day or hours beforehand with no feasible time for her to reschedule. Hand and Stone continued to charge her monthly without providing her any service. This month they have no appointments available, yet they still persisted and charged her card anyway. She requested cancellation and they still charged her. The manager was extremely rude and threatened to take action against my mother if she did not make this month’s payment. We are talking $90/month for 3 months with no service provided. Both cancellations were done by Hand and Stone. And this month, the third month- they had no appointments available for her, yet they charged her (and threatened her!) anyway. What a horrible experience! I regret ever getting her a gift from this place. The lady who gave the massage was good; unfortunately, dealing with the manager has been a miserable experience for my elderly mother.