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

Massage Therapist

Hand & Stone

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Massage Therapist.

Complaints

Customer Complaints Summary

  • 2 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:08/24/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 received a gift card to Hand & Stone from my fiance two years ago. There is nowhere on the card itself or the package it came in alerting me it has an expiration date. Given the past 2 years with covid and uncertainty, I did not want to use my giftcard right away and held it for a special occasion. I called the Hand & Stone located at ********* in Phila, PA to make an appointment for a massage. When I gave the employee the gift card number over the phone, she let me know it was expired. When I asked when it became expired, she said she doesn't know and there's nothing I can do about it. I asked for a supervisor and she said the supervisor told her there is nothing anyone can do. I was so disappointed to learn the giftcard my fiance bought for $100.00 is expired. If there was an indication on the card, I would understand. However I feel like I should receive a refund for the $100 so I can book a massage. The fact that no one can tell me when it became expired is a problem. It really is not good customer service. Please let me know if there is anything that can be done. Thank you.

    Business Response

    Date: 09/02/2022

    I just want to let you know that I have spoken with the client and resolved the complaint. It was an error on our part and I corrected it.

    ************************* and I spoke yesterday via phone. I have unexpired her gift card and she agreed to dismiss the BBB claim.

    She was thankful for my response and rectifying the issue.

    Thank you,

    Corin B*********, LMT

    Regional Director of Operations

    Customer Answer

    Date: 09/07/2022

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    Regards,

    *************************

Hand & Stone 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.