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Business Profile

Spa

Hand And Stone Massage And Facial Spa Of Lake Nona

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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 status

Complaint type

  • Initial Complaint

    Date:12/27/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    I purchased gift cards on 12/19/2023 I called multiple times on 12/26/2023 to ask some questions and schedule something and no one answered the phone so I left a message after trying to call a couple of times. I finally had to stop in in person. The staff is rude. I asked for a refund and they became more rude. At this point I do not want anyone there to touch me. I will not use the gift cards.

    Business Response

    Date: 02/08/2024

     This person came into the spa demanding a refund on a Gift Card. Our gift cards are not refundable, this is a corporate policy.  It is also stated on the back of the gift card "NONREFUNDABLE" .After explaining to him that we can not refund the gift card he became extremely rude and started swearing at the young ladies at the front desk. One of the young ladies called me to reassure her with  the policy for what the man was asking for. While on the phone with her in the background I could hear the man say F**K YOU AND F**K YOUR MAMANGER. I immediately went over  to the spa because he had gotten them so upset. I do not know of any company that offers refunds on gift cards. As a grown adult going into a business screaming at young women using F**K YOU because he was upset he wasn't going to get a refund on a nonrefundable gift card is unacceptable. 

     

    If you have any other questions please reach out.

    ************************;

    Hand & Stone *****************

    ************

    Business Response

    Date: 02/08/2024

     This person came into the spa demanding a refund on a Gift Card. Our gift cards are not refundable, this is a corporate policy.  It is also stated on the back of the gift card "NONREFUNDABLE" .After explaining to him that we can not refund the gift card he became extremely rude and started swearing at the young ladies at the front desk. One of the young ladies called me to reassure her with  the policy for what the man was asking for. While on the phone with her in the background I could hear the man say F**K YOU AND F**K YOUR MAMANGER. I immediately went over  to the spa because he had gotten them so upset. I do not know of any company that offers refunds on gift cards. As a grown adult going into a business screaming at young women using F**K YOU because he was upset he wasn't going to get a refund on a nonrefundable gift card is unacceptable. 

     

    If you have any other questions please reach out.

    ************************;

    Hand & Stone *****************

    ************

Hand And Stone Massage And Facial Spa Of Lake Nona is NOT a BBB Accredited Business.

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