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Business Profile

Therapeutic Massage

Hand and Stone Massage and Facial Spa

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Therapeutic Massage.

Complaints

Customer Complaints Summary

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

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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:05/06/2023

    Type:Service or Repair 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 was gifted a gift card to hand and stone from my sister in law years ago. I hadnt had a chance to use the gift card however I was aware ** state law indicates gift cards must be redeemable for at least 7 years. I finally booked a facial for my daughter and planned to use the gift card. When I booked the appointment no one mentioned anything about using a gift card and as we were exiting out appointment and paying for her facial I was informed the gift card expired. I explained I was gifted the gift card and was not given any instructions about it being promotional and expiring in one year. How would I have this information as the party receiving the gift card. This business is trying to use a loophole by stating the gift cards are promotional and must have been bought when they were running some sort of promotion on gift cards so they expire in a year despite MA state law mandating they must be redeemable at least 7 years. They offered no solution to the expired gift card other than I should have used it sooner. Hand and Stone should not be allowed to essentially steal customers money by branding their gift cards promotional so they are on a time clock. I paid full price for a facial in which my sister in law essentially already paid for as well and I should be compensated. This business practice is sneaky and unfair to the consumer! Buyer beware! I seek the business to compensate me for the gift card value because I will not return to this business and caution any other consumer from doing the same.

    Customer Answer

    Date: 05/17/2023

    I have not heard from the business in response to my complaint which solidifies how they treat their customers. If they were interested in resolving this issue they would have responded and have not. I caution anyone who has an inclination to use this business to stop and reconsider. Find a business who truly cares for their costumers and wants repeat customers. 

    Business Response

    Date: 06/25/2023

    Hi, my name is *****************. I am calling on behalf of hand and stone massage and facial spa in stone and *************. *************** to complaint number ********. And the client had a promotional gift card, but on the back of our promotional gift cards, it does say that it expires 1 year from the date of issue. Any questions, please give us a call back ************. Thank you

    Customer Answer

    Date: 06/26/2023

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. There was nothing on the gift card indicating the expiration date  that is false  the business is only concerned with making money and not with customer experience   The manager had every opportunity to resolve this and would not.  The business took the money for a gift card and had it expire so they took money for a service that was never provided  its a complete scam.  They claim this is standard practice but I disagree  I have never encountered a business have any gift card expire.  I request a refund in the amount of $100  to resolve this  


    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    ********

     

     

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

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