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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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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 type

  • Initial Complaint

    Date:02/06/2024

    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.
    The visit to Hand and Stone occurred on Tuesday, January 30,2024, at the Howell NJ store about 11:30 am. I received a gift of a Custom Gift Card- Day Package Holiday Massage or Facial ($119.94) on December 3, 2023, as a Christmas gift from a family member. I stopped at the store today to schedule an appointment for a massage. An appointment for Feb 5, 2024, was discussed with employee #1 and then I was asked to provide a credit card. I questioned why a credit card was needed when the massage was already paid, and I did not find it neccesary to give a credit card since I did not plan to become a member or purchase and other services. The cost of the tip was included in the price as well.

    The employee (#1) informed me she could not enter the appointment into the "system" without a credit card. I again refused and she continued to tell me it was "the system" that would not allow her to enter the appointment. Employee # 2, sitting next to her repeated the same information to me. I told them their "system" was their problem. A 3rd employee, Customer Service person came out from her office and repeated the same information. I asked them if they are going to give me a refund for the purchase since they refused to give me the service. She arrogantly responded, "why would we do that." Before I walked out of the store I stated "It is my understanding that you have not provided me with an appointment since I will not give you a credit card, you are refusing to provide this service."

    My daughter in law had an experience with Hand and Stone in North Carolina. They increased the cost of the monthly massage without notifying her per the contract. When she indicated she wanted to cancel the membership, they wanted 30 days notice and continued to charge her credit card. She had to consult an attorney to get the issue resolved.

    I do not trust Hand and Stone with my credit card especially when it is not necessary for the service.

    I have reviewed the policy on the website for a gift card and there is nothing in writing to indicate a credit card is required to redeem a gift card. It is required for the purchase of a gift from another person.

    At this point, I am requesting a refund for the aggravation and rudeness displayed by the employees. A massage spa should be a relaxing place to go. This office was not.

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

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