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Business Profile

Spa

Hand & Stone Massage and Facial

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Spa.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 5 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:05/01/2025

    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 signed up for the monthly subscription at $79 per month, allowing me to have a facial or massage. I was able to get two massages. I have tried to book appointments online and in person to no avail. I was surprised I was able to book on the mobile app in September because there were never any openings. But when I finally was able to book an appointment, they canceled it. I went by the shop on various days and times, and no one was ever there. I emailed the owner one month ago but have not received a response. I want my money back for the sessions I paid for (7 in total) that I have been unable to use because they are never open. I want reimbursement for the seven unused credits ($79.00 x 7 = $553.00).

  • Initial Complaint

    Date:03/28/2025

    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.
    On 8/16/24, I purchased a gift card for a hot stone massage from ****** ***** location of Hand and Stone Massage. They were booking a few months out. They cancelled multiple time due to double bookings made online. They also lost masseuses and have very limited openings. I had searched other Hand and stone locations and they also could not accommodate scheduling. They gave me non functioning number for corporate customer service to try and get this resolved. It is just a recording saying leave a massage on ******, with no operator or person. Now they said they can not refund because I missed the refund window (I don't know the window, the gift certificate says 13 months). I have tried with them, there is no functioning customer service number, the manager says try other location which is what created this issue in the first place. They have at some points said their system is down, try other location, try corporate, and now finally its too late. This is a dishonest practice and i would like a full refund.

  • Initial Complaint

    Date:10/31/2024

    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.
    Subject: Complaint Regarding Unauthorized Charges and Lack of Communication - Hand & Stone Massage and Facial Spa ****** ***** Location Dear Better Business Bureau,I am writing to file a complaint against Hand & Stone Massage and Facial Spa due to their unauthorized collection of membership fees following an abrupt closure of their location, and their complete lack of response to my attempts to contact them for a membership cancellation.I had an active membership with ***************************** and was recently informed that the location I was using had shut down without prior notice. Despite this, ***************************** continues to withdraw funds from my account each month. I have made numerous attempts to reach out to the company by phone and email to cancel my membership and stop further charges. However, all attempts to contact them have gone unanswered.This lack of communication and unauthorized billing has caused significant frustration, as I am unable to receive the services I am being charged for, nor am I able to halt these payments.I respectfully request that the BBB assist me in getting ***************************** to:1.Cancel my membership immediately.2.Cease all further charges to my **************** any payments made after the location closure, as I have been unable to access their services.Thank you for your attention to this matter. I hope that with your help, I can resolve this issue promptly.Sincerely,****** ***** ********** ************************ 10/31/2024

  • Initial Complaint

    Date:10/28/2024

    Type:Customer Service 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 canceled my membership and they continue to charge my card. Ive reached out several times and have been told the transactions would be reversed and that the owner would reach out to me. It has been months and now Im charges yet again and now they wont return my calls.

  • Initial Complaint

    Date:10/21/2024

    Type:Sales and Advertising 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 recently signed up for a membership at hand and stone massage and facial in *********************. I scheduled my first facial for Friday, October 18 at 3 PM. When I arrived to the location, it was closed upon research. I learned that the owner has not paid rent on the lease of the office and will be getting evicted, I have been attempting to contact the owner and location to cancel my membership and have not received a response. I am reporting this business Because I was provided a membership under false pretense. I would also like assistance from the BBB and finding out ways I can cancel my membership. I have contacted another hand in stone and was told that I must cancel my membership at the *** where I set up the membership, however the *********************** location has not responded to any of my requests.

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

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