We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Spa

Hand and Stone Massage and Facial Spa

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Spa.

Complaints

Customer Complaints Summary

  • 3 total complaints 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:11/16/2022

    Type:Service or Repair 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.
    I selected a classic facial when I made my reservation online (priced $119.95)During my appointment (about 10 minutes in to the service) the esthetician asked if I wanted to do a diamond facial since I was going to a big event. She said it make my skin extra glowy vs. the standard facial. I said sure, thinking there would potentially be an add on fee. I get to check out and it was nearly $300. I assumed this price was including a product I was reccomended and that was rung up. After I checked out, I was told the product was not rang up and it was for the service only. It was very busy and after I walked out and looked at the emailed reciept, I was charged for a standard facial ($119.95), a ****** facial ($100) and a collegen face mask ($20). I did say I would be interested in the ****** facial, but at no point was I aware that it would be an extra $100 on top fo the standard facial. This was never discussed, and had I known the price, I would not have not agreed. I also NEVER was consulted on or asked for a collegen face mask. This was given to me without my consent or knowledge. I called later to share feedback and let the front desk receptionist know. She said 'oh, well estetician did say that she threw in a free LED treatment' (which i'm not sure ever happened), and shared that the procedure should be that prices are shared at the begining. This did not happen.After talking to friends, this seems to be a standard practice to deceive customers at hand and stone and I am concerned that others are also being taken advantage of by hand and stone.

  • Initial Complaint

    Date:10/03/2022

    Type:Service or Repair 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.
    Since July 2021, each time I visited Hand and Stone in ********, ** issues occurred where the front desk associate would incorrectly state that I either had zero service credits or that I had to wait for the manager, ***************************, to review my account to check out. Each visit I waited 1 to 2 hours for assistance. In January 2022, I spoke with ***** regarding these issues, and she stated that she would resolve the service credit discrepancies. She stated that a new system was causing the issues. She assured me not to worry about service credits that were listed as expired; and that she would roll them over due to ongoing issues I had there. In June 2022, after a service I was informed by the front desk that I had zero credits. I spent over 2 hours with Roubi reviewing my account. She apologized for the inconvenience and assured me that accurate notations were made in my account at that time and that I should not encounter further issues. The same issue occurred in July 2022 and August 2022. After my August appointment, I was informed that ***** moved; and that I would have to resolve the issue with ******. ****** stated that ***** would be contacted to review my account. After a few weeks passed, I spoke with ****** end of September 2022 and was informed that ***** reviewed my account and was unable to locate what she verbally stated to me in June 2022. That after 3 months after ***** verbally confirmed that I had the 10 service credits and never refuted my assertion when I emailed her; ***** has now made a notation stating that I do not have those service credits. I stated to ****** that this outcome is unfair and that if I misunderstood the number of service credits that ***** verbally confirmed, why did ***** not clarify that in her response to the emails I initially sent several months ago? The only fair outcome is to give me the 10 service credits (over $600 of membership payments) that I paid for. I should not be penalized because of poor notation taking.

  • Initial Complaint

    Date:08/29/2022

    Type:Product 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.
    I already have a membership at Hand and Stone in ********, ** (************************************************************* *****) and I keep that membership current. I recently decided that I wanted to get cryoslimming and paid $1500 on 8/9/2022 in advance of services rendered. I since decided that I did not want cryoslimming because I have naturally lost weight in the areas I was going to target. I asked for a refund of the $1500 and I was told no, they don't refund. They are wanting to keep my $1500 for services that were not even performed. I don't want other services in its place, because that is a lot of money. I just want my money back. It is not like they lost anything.

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

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.