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Business Profile

Massage Therapist

Hand and Stone Massage and Facial Spa

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Massage Therapist.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:07/03/2023

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Myself ****** ********* has been a member of hand and stone for years. I transfered a gift card for a neighbors birthday last August or September. I verbally asked for a gift card because they never offered one. They said they didn't have anymore gift cards and gave me an empty bag filled with tissue paper with the hand and stone logo on it. I went to the party with an empty Hand and stone bag to give to the guest of honor. I explained that her name was in the system ( ****** ******** ) and all she had to do was go to any hand and stone and make the appointment. She never did. So I saw her sitting on the porch next to mine and asked her, did you ever make that appoinment with hand and stone? She replied no! So I sat there and made the appointment for her. First calling a Brandywine Maryland office by mistake. They were very nice while scheduling her appointment. They did see her name in the system and was happy to make the appointment. In the wrong state. Apologizing and getting me to the right location in Delaware Brandywine Hand and Stone on Concord Pike. So when I called the Wilmington branch to schedule the an appointment approximatley June 22 @ 10:30 everything was set. When she finished her service, she was charged $20.00. She was also told that when she finds the gift card she will be refund. Also being told that someone in Texas used her gift card. That is why she was being charged $20.00. Which is not fair. I paid to transfer my credit accumulations to another person Sharon Leonard for her birthday. Then she was being charges an extra $20.00 because some one in Texas used her card. When I went to hand and stone in person to retify the situation. I was also told that someone in Texas used her card. How? When I was told they didn't have any cards. She, (the manager ****), I think that's her name is in Wilmington Branch stated It was happening a lot and that 3 in one week were used in her branch from Texas. I explained to her, that should explain it right there, Suspicious actvitities going on is right in front of her face. That doesn't warrant my gift being charge because someone in Texas used my giftcard. I clearly live in Delaware. She said she will be in contact with me. Never heard from her again

Hand and Stone Massage and Facial Spa is NOT a BBB Accredited Business.

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