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Business Profile

Spa

Hand and Stone Massage and Facial Spa

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Hand and Stone Massage and Facial Spa's headquarters and its corporate-owned locations. To view all corporate locations, see

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Hand and Stone Massage and Facial Spa has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint 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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    • Initial Complaint

      Date:12/27/2023

      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 am writing to express my deep disappointment and frustration regarding a regrettable experience I recently encountered at your spa. My visit was specifically for the Serenity Package, which, as indicated by both your online information and the service menu at the front desk, includes a "50 min Relaxation Massage followed by a 50 min Facial Massage."However, upon checking in for my appointment, I was shocked to be informed by the receptionist that the package only covered a facial. Despite my attempts to clarify the situation by referencing the detailed information available both online and on-site, the receptionist rudely cut me off, insisting it was solely a facial.Even after presenting the specific details on the service menu, the receptionist continued to be dismissive, displaying unprofessional behavior. I requested to speak with the manager, but instead of addressing my concerns, she claimed the manager was unavailable and redirected me to my husband, whose number she had on file.What's more, I received misleading information about the possibility of a refund. When I inquired about using the services for a massage, I was informed that no therapist was available and that your employees operate on commission.Regrettably, this situation led to my husband losing money, as the manager explained that the cancellation of part of the service incurred a cost. This miscommunication and poor customer service not only left me dissatisfied but also caused a disagreement between my husband and me during the holiday season.I am reaching out urgently to seek clarification on this matter. The inconsistency between the advertised services and the information provided by your receptionist has caused significant distress. I believe it is crucial to address and rectify this situation promptly.

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

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