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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

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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 status

Complaint type

  • Initial Complaint

    Date:03/13/2023

    Type:Billing 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.
    Hello! I cancelled my membership with Hand and Stones in December and they informed me that my membership would officially be cancelled in January which was acceptable as per their policy. However I was wrongfully charged for the month of February for the amount of $69.95 on February 26th 2023, I called the location and they informed the Manager of the mistake and she sent me a receipt for the refund on February 27th 2023 but unfortunately I never received the money back. I have called the location multiple times to speak with the manager about this but she is never available to take my call and she never calls back after the employees leave notes for her about the situation. I am very disappointed with how this has turned out. I simply would like a refund for the $69.95 that I am owed for the mistaken charge to my account after my membership cancellation. I have attached the refund receipt and the documentation stating that my membership ended in January.

    Business Response

    Date: 04/26/2023

    I believe there is miscommunication with this account. I contacted the email provided on 4/8/23 and refunded ** ******* another $69.95. On our end, I’ve now refunded *** ******* twice for $69.95 but she said that she did not receive the first $69.95 refund. I also never heard back from her after refunding her the second $69.95 as a courtesy. Please see my forwarded email to her.

    Best regards 
    ******* ***** 
    ************
    From: mgr.universitycity
    Sent: Saturday, April 8, 2023 3:49:09 PM
    To: [email protected] <[email protected]>
    Subject: refund
     

    Hi *** *******,

    I wasn’t able to find any other information regarding your refund.  It shows that the refund was processed on our end on 2/25/23.  I don’t know why you didn’t receive that from your bank.  As a courtesy I refunded another $69.95 today and emailed you the receipt. 

     

    Refund

    Successful

    Refund completed successfully

    02/25/2023

    02/26/2023

    69.95

    Refund

    Successful

    Refund completed successfully

    01/25/2023

    04/08/2023

    69.95

     

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

    Spa Manager

    University City – Philadelphia PA – ###-###-####

    3200 Chestnut Street, 2nd Fl, Philadelphia PA 19104

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

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