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:01/06/2023

  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.

  My daughter bought me a gift card for a facial or massage for Christmas in the amount of $109. I called to make an appointment and was informed since I was a new customer, it would only cost me $69. I told the receptionist great, I could use the extra $40 toward another service. She advised that was not the deal. I would not get any money back from my gift card. All the receptionist said was that this was corporate policy so I had to talk to them. Then she asked for a credit card to put on file even though a credit card wouldn't be used. I told her I didn't want to give her a credit card number and she said this was corporate policy. When I was frustrated since it was all corporate issues, she gave me the phone number to contact corporate. When I tried to call corporate on several occasions, I was asked to leave my name and number and no one has called me back and I never get a person on the other end. I tried to look for an email and there is no email address to contact them. If my daughter paid $109 and my facial is only $69, why would I not get a credit to use on a different visit. I used to have a membership at another location before the pandemic and since the pandemic has cancelled and now with this situation, I think I will look for another place to get my facials or massages. I'm not happy with the customer service at all.

• Initial Complaint

  Date:12/10/2022

  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 received a gift card for Christmas last year from my cousin who is a member at hand and stone. It doesn't have an expiration date it just simply says one year of issuance. well I call hand and stone to make an appointment and I was told it was expired. It doesn't have an expiration date, I got it as a gift last Christmas . so technically its not even a year yet. i believe I should be able to use my gift card.

• Initial Complaint

  Date:11/01/2022

  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.

  To begin with, I signed up for their monthly membership which apparently I should have never done. After one session I decided to reschedule with the same girl. A couple days before the appointment, I get a voicemail telling me that there was a scheduling mistake and the girl I wanted to book with was out of office that day and I should call to reschedule when really, they rescheduled me with another tech for that day. So the day of the cancelled service rolls around and I am getting text messages about my upcoming appointment. I ignored it, thinking it was a mistake. Apparently it was not a mistake and I was penalized for missing the apt. At that point, I was beyond aggravated because it was not my fault.So I put in a complaint online and request to cancel my membership because I did NOT want them having access to billing me whenever they want. On May 29 I got an email regarding my cancellation. This email confirmed that I had until July 27 to use two remaining credits. So I figured I would book a facial then a massage. The facial was scheduled on June 30, the girl was running over 15-20 minutes behind. Because she was so behind, she told me she would throw in a package. When we talked about the add on packages that were offered, she promised me that I would not be charged extra because she was throwing one in for free. Not only was my hour massage cut down to a 35 40min massage because she was running late, but both of my credits got eaten up by whatever ******** add ons she put onto the account. I was annoyed but I just wanted it to be over with so I signed the receipt and left. Then, October 22 I get an email asking how my service was. Again, thought it was a mistake. Come to find out that they charged my card over $230. I called immediately and was told that they were charging me for my services. I did not step foot in hand and stone after 6/30. I have confirmation emails showing that my membership was canceled as of 5/27/22. No one ever called me back.

• Initial Complaint

  Date:09/20/2022

  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.

  I’ve been a customer at Hand & Stone for over 10 years. Even once was an employee (not at this particular branch). I’ve never been spoken to in such a condescending manor in my life. I’ve also never been disrespected by someone who was supposedly in charge before the way I was disrespected by McKenzie from the South Park location. I’ve asked several times to freeze my husbands account because he has a medical condition which prohibited him from receiving massages. All in which was a greed to. They’d been changing him with no problem as soon as I want to freeze it now there’s this huge issue of us losing the credits for services already paid for. Sounds to me like they’re stealing and misappropriating funds. We’ve paid for services that were never rendered buyers please beware. If you cancel they will do any and everything not to give you services that you already paid for.

• Initial Complaint

  Date:07/22/2022

  Type:Billing 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.

  * Services occurred 7/14/22 * We came in with gift cards to pay for our booked massage that was paid for with the same gift cards as before and they rejected them. Told us we have to pay full price. Offered no solution and basically told us too bad. *We cancelled on the spot with them. They didn't put the cancellation in and charged us again today 7/21/22 for 130.00 for a membership when we cancelled. *The manager Hannah and the regional manager Sapphire were profusely rude to us and told us they would not help.

  Business Response

  Date: 08/20/2022

  The guest *********************** did come in for services to a location in TX Fort Worth – North. Here are the notes from that location on 7/22/2022 and the original service was 7/14/22

   

  Our promotion gift cards come with restrictions. They are only valid one year from date of issue and valid on at the issuing spa location. It is clearly printed on the back of the cards. These are individually owned businesses and so these complimentary coupons are not able to be used at any other location. The spa made an exception with he first cards as a courtesy.

   

  Clients came in on 6.22.22 and paid with a promotional giftcard from the west 7th (cultural district) locations which is not allowed. They came back for a massage last week and tried to use those promo cards again and I told them that we could not accept those as they were from another location. They were very angry and decided to cancel their memberships. They were charged today for their first and final payment and called the spa to make us refudn them. I talked to Sapphire and she talked to Kim and Larry about it and the decision was made to not refund them because they had signed documents (termination and membership) that they agreed to the final draft. After calling them back to let them know what the decision was I was berrated by both of them because of this decision and gave them sapphires email. They both told me they would fight this as much as possible and told me to be ready for a fight. They will be disputing both charges from the membership draft and from the massage they paid for last week. -hv

   

  Thank you,

   

  Patricia

  Hand & Stone

  Customer Service