Complaints

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.

• Initial Complaint

  Date:07/18/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Termination of service contract. My billing date falls on the 15th of the month. I went in person to the ******* ***** location in Franklin, TN and requested to terminate my service effective immediately. The receptionist noted my account but informed me I would receive a call from the manager first. My request was not processed. I came home and sent an email request to that location on the same day. No response. I sent a second email with the first attachment 60 hours later, no response. I forwarded the same initial email to their corporate office only to receive a failure notice. I would like the contract service terminated immediately.

• Initial Complaint

  Date:04/19/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Hand & Stone continues to charge my credit card. The termination agreement was sent via email and confirmed Hand and Stone confirmed receipt almost a full year ago. Yet, Hand & Stone continues to regularly and unlawfully charge my credit card despite numerous, direct, documented, proof containing, specific communications with Hand & Stone. Please see the attached PDF as I have more than the max 2000 characters of details & documentation to provide.

• Initial Complaint

  Date:03/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My elderly Spanish speaking mother went to the **********, ** location with a gift card and was not knowingly signed up for a membership. When I spoke with the assistant manager *** she told me there was nothing she could do. When I asked to speak to the manager she couldn't be bothered and had *** tell me again that there was nothing they could do. *** also mentioned she would email a membership cancellation form so we could cut ties with this place. I have yet to receive anything. If you look at various customer review you will see that this happens more than often and needs to be stopped. This is an absolute scam.

  Business Response

  Date: 04/27/2023

  To Whom It May Concern from the BBB,
   
  
  The Client received a 50-minute service and used a gift card as payment for the service.  The client checked in and filled out intake forms on her own.  After the service was received, we offered her the option to purchase a membership enabling her to lower the price and save her money for future services.  These membership terms were previously communicated to the client in Spanish at prior appointments.  When it was communicated during her last service, the client stated she agreed with the terms.  After signing up for the membership, the client received full membership benefits, including a $60 savings in the price, and coupons for future services.  The client signed up for the membership and was notified of her balance on the gift card as an instant benefit of becoming a member.  Each section was explained thoroughly prior to the client signing the membership agreement form.  After being contacted by the member's daughter stating her mother did not want the membership anymore, we explained the hassle-free cancellation process and sent her over a termination form.  The client’s daughter signed and sent back the termination form agreeing to the terms of the cancellation.  The client’s daughter did not think the solution was sufficient so the conflict was escalated to the Spa Director.  After thoroughly assessing the situation, the Spa Director manually cancelled the membership, checked the client out as a non-member and refunded the client for the membership charge due to the language barrier.
  
  We believe the matter has already been resolved
  
  

   

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Within the past 2 months I experienced an adverse reaction to a facial treatment.. On both February 17 and again on March 17 I had a severe reaction following my monthly spa service at the Hackensack NJ facility.. Unfortunately my face, neck and chest had a burning, itchy red rash resulting in my having to get steroids (**********) to calm my skin..When I contacted **** the store manager/owner after a month of playing phone tag, she could only offer me 4000 points and $20... Based on my discomfort, I feel that I should be awarded 2 spa packages for the inconvenience and discomfort that I experienced.. After 4 years of being a dedicated Hand & Stone customer, I'm very disappointed that my situation was not acknowledged anf taken seriously because this negative reaction should have not occurred.. Facial treatments should enhance your skin not harm your skin.. Hand & Stone needs to be more responsive to customer needs and concerns especially in today's competitive market.. ********************************

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 from my husband on 2/14/2023 in the amount of $120.00. I scheduled my much needed massage on 3/12/23 at 2 pm. On the website, it allows you to pick your massage and add any upgrades. I opted for a traditional 1 hr massage at $69.99 with an upgrade of a 20 min scalp massage for an additional $20.00. I arrive to the appointment at 1:45, filled out the paper work and waited. I was taken back at 2:06pm. I had a conversation with the massage therapist about the upgrade and we began the session. The session ended at 3:01. As you can see, this was not a 1 hour massage with an additional 20 min scalp massage. It wasn't until I checked out did I find that I was not eligible for the 69.99 and was going to be charged the full 120.00. On top of that, I was informed that the scalp massage was included into the hour massage. (Which again, was not even an hour). I feel as though these are extremely deceptive practices. The conversation about the services being received the amounts paid should be discussed before. I feel like at a time when I should be relaxing, I was taken advantage of.

  Business Response

  Date: 04/27/2023

  To whom it may concern,

   

  *** ********’s husband came into the spa on February 13^th,2023 and purchased a gift card for a single-service massage or facial at our guest rate of $119.95. Gift cards for this service are labeled as a “50-minute massage or classic facial” and do not list the amount spent. In essence, clients purchase the service, not a dollar amount. As each Hand & Stone throughout the country is priced differently from the other, this rule was set in place so that other locations can honor the rate that the gift card was purchased at, ensuring that the client won’t need to pay any differences following the service.

   

  I happened to be onsite when *** ******** came in for her service. She did indeed book online with our introductory coupon which is not redeemable with a gift card. As such, when she handed our associate the single-service gift card, he followed policy and redeemed it in its entirety. When *** ******** asked about the remainder of the gift card, we let her know that the introductory coupon is not to be combined with a gift card. If she wishes to redeem that coupon, then she can pay out of pocket. When asked where this policy is written, we informed *** ******** that she can go back onto the site (handandstone.com) where she originally went to book her appointment and scroll to the bottom. Below is a copy of that exact paragraph.

   

  *Introductory offers valid for first time visit only. Not valid for gift cards. Sessions include time for consultation and dressing. Rates and services may vary by location. ***Enhancements are included within the one-hour service. Offers may not be combined. Independently Owned & Operated. Certain massages or enhancements are not recommended during pregnancy or for customers with some medical conditions. A doctor’s note may be required. Massages are not recommended before 6 weeks post partum. A spa will attempt to reschedule your service until then. In the absence of a state law holding otherwise, you must be over the age of 14 to receive a massage and over the age of 13 to receive a Teen facial. If under the age of 18 we do ask for a parent/guardian signature allowing minor to receive our services. Any minor between the ages of 14 – 15 requires that the parent remain in the treatment room while services are being performed. Any minor between the ages of 16 – 17 requires that the parent remain on the premises while services are being performed. All female minor appointments are to be booked with female therapist. Hair removal services cannot be performed on male genitalia. See spa for details. Twenty four hour advance notice is required on any appointment cancellation. Failure to do so will result in a fee equivalent to 50% of the cost of the scheduled service. A credit card is required to book an appointment. Hand and Stone Franchise Corporation is committed to providing a website that is accessible to the widest possible audience, regardless of technology or ability. We are regularly working to increase the accessibility and usability of our website and in doing so adhere to many of the available standards and guidelines. To report any issues with this site please send an email to [email protected].

  Once she was informed of where to find the policy, she searched for it on her phone, said okay and left the spa. If *** ******** wishes to redeem her introductory offer, we would have no issues honoring it for her as long as she pays for it out of pocket.

  On the question of time: Our services are 50-minutes hands on. While we schedule for an hour, that time does include 5 minutes before the service for undressing and a brief consultation as well as 5 minutes after for redressing. This policy is also listed at the bottom of the page and is highlighted above.

  Thank you,

   

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

  Spa Manager – Feasterville, PA

  190 E Street Rd

  Feasterville, PA 19053

  Customer Answer

  Date: 04/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  No where in her response does she acknowledge that the services should be explained prior to the service. I did book online, I did book for a "special rate" online. Prior to the service, the discussion should be had from customer service associate and client about the price. I am sure I am not the first person to complain that they felt like they were taken advantage of. Second, there is no explanation on the second complaint. If someone books a 50 minute massage, and decided to add on a "scalp massage" for a 20 min scalp massage, in theory, this would be a 70 minute service. Again, because this service wasn't discussed prior, I paid for a 30 minute massage for 120.00, in additional to the 20.00 extra for the scalp massage. If you do not see this as deceptive practices, shame on you. This is unacceptable, and I do not feel as though Hand and Stone is fulfilling what was paid for. 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:03/01/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 about February 27, 2023 I called the spa to confirm my appointment and the clerk tells me my appointment date then says to me my gift card numbers were entered incorrectly and did I have the card. I explained to her that upon making my appointment the clerk put my $200.00 gift card into the system and made me an appointment. I asked the clerk making the appointment did I still need the card and she said "No, I've put it in the system. I explained this to the clerk confirming the appointment. She says to me that since I no longer have the card they could not verify my gift card and that it is now not valid and did I wish to cancel the appointment or pay for the services scheduled. I asked to speak to a manager and she put another kid on the phone and he says he is the manager and he could offer me the 69.00 special that I could pay with my credit card because my $200.00 gift card was not valid. Two days later another clerk called me to say she had cancelled my appointment and there was no need to come to the spa. I want my gift card back or $200.00 in services from another location perhaps, not the Matthews location. I was treated poorly and the customer service was at an all time low.

• Initial Complaint

  Date:02/26/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 decided to cancel my membership because I had a bad experience and the manager at the North Decatur, Georgia Hand and Stone, **** Church Street named ****** stated that I could not receive my money back on my card yet still offer me a credit when I explicitly do not desire any services from that establishment. Thank you for helping to resolve this conflict.

• Initial Complaint

  Date:01/30/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 have been getting facials for several decades in various states. All of the salons that I have visited throughout the US (including Florida) include the dé·colle·té (neck and chest). Likewise, the cosmetology schools include the neck and chest in facials when training aestheticians. On January 24, 2023, I was shocked when Hand and Stone upcharged me an extra $139.99 to include the dé·colle·té (neck and chest) which is part of the facial. I contacted the corporate office and no one is willing to help me. I did not know I had to explain to a cosmetology business the definition of a facial. It seems reasonable to believe the business should know this elementary fact. Please send a cease and desist letter to Hand and Stone for this unfair and deceptive sales technique because Hand and Stone should be correctly advertising its facial service as "one half facial."

  Customer Answer

  Date: 01/30/2023

  The issue I have with the facial is that every other salon that I have visited over the last several decades in the United States as well as all of the cosmetology schools that I know of In the United States define A facial the same way to Include the face, neck and declotee.
  *****, the aesthetician, is correct. I requested a facial; not Half of a facial.
  ***** advised she had nothing to do with the sales and pricing. Rather, all of that was handled at the front desk. I just assumed that Hand and Stone followed suit with the rest of the United States,  And that I would be able to coordinate with the front desk to work it out.
  This is the first time since the 1970s, that I have run into a situation where "one half of a facial" was advertised as a "facial."
  In addition, ***** did not touch my chest. My chest was completely covered with a wrap, but Hand and Stone charged me an extra $139.99 for a "chest facial."  Hand and Stone said it refunded $39.99 and gave it to ***** as gratuity upon my request.  Accordingly, Hand and Stone owes me $99.99.
  
  The location is Palm Coast, FL  32137.
  
  I am complaining about the CORPORATION located in Pennsylvania because the website and all of the brochures follow CORPORATE advertising guidelines due to franchise regulations.

• Initial Complaint

  Date:01/21/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 have held a membership to Hand and Stone in Waukesha WI. I have 9 massages backed up that I paid for but couldn’t schedule due to no availability. The location closed and said we could use the credits at other locations . I used one and went to schedule next and they said they are cancelled by corporate as other location was just being courteous in redeeming one but deleted the rest. These were paid for and I am owed 8! I’ve left messages at corporate with no response.Scam! I want my money back!

  Business Response

  Date: 01/29/2023

  Good Afternoon,

  ************************* is not a member of ours for the **********, PA spa.  She is a member of the Waukesha, Wisconsin Hand and Stone. Please see attached info regarding her membership and the location her membership is billed out of.

  Thank you.

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 have been a subscriber to the Hand and Stone spa membership program since at least 2016. This was a program that billed $59.95 per month in exchange for credits that could be used for massage or facial services and would accumulate if not used right away. On December 11, 2022, I received an email from Hand and Stone about my local location closing: "We regret to inform you that Hand & Stone Madison has permanently closed. Your membership has been terminated and payments will no longer be collected from you. If you have any remaining packages, you have up to 60 days from today to redeem them at any Hand & Stone location across the country. If you are interested in renewing your membership at another local Hand & Stone location, you may be eligible to redeem up to 3 of your accumulated service credits from your membership at Madison, upon the first successful billing of your new membership." The email suggested nearby offices in Greenfield (76.5 miles), Wauwatosa (72.9 miles), and Menomenee Falls (72.1 miles), none of which are feasible for me as alternatives due to the distance. I had not received any prior indications that the Madison location would be closing, so had no chance to use my saved credits up. I have 8 credits remaining and would like a refund. The corporate office said it wasn't their problem since this was a franchisee and the most they could offer would be an additional 30 days to redeem my credits. I have documentation of my credit card statements but would prefer not to upload it to the internet since it has my card number. I verified the number of outstanding credits by contacting another Hand and Stone location.