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:08/18/2023

  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.

  I had a "membership" to Hand and Stone Massage and Facial Spa at *******************************************************. I was being charged for the monthly membership of $59.99/month to use spa services on a regular basis. This monthly fee covered ******* treatment that I could schedule and use at my choice. Over the last year they had very limited appointment times due to massage therapist availability so in May I suspended my membership. They said they allowed this for a 3 mos period of time and were hoping to have more therapist availability. A friend transferred 3 visits to me and cancelled their membership. I also accrued 6 visits of my own that I have been unable to be used but have been paid for by the monthly fee. I had an appointment scheduled for June 8th and when i arrived the location was closed. My account was charged $10.00 for an appointment no show. At that point i contacted my bank to stop all charges. I attempted to reach out to the location but phone lines are disconnected. A sign appeared saying location temporarily closed and all members would be contacted. I have not been contacted. I checked the location again yesterday and all furniture has been removed and appears to be completely closed. I've had no contact from Hand and Stone.Membership started February 2022 I'm pulling a statement from my bank to validate the charges so far but I am looking for reimbursement on the 9 visits I was unable to use plus the cancellation fee. $59.99 * 9 = $539.91 + $10 = $549.91 Total Membership is under the name ***************************, ********************************************************************* Phone Number is ************ The business has made no attempt to resolve problem and I've contacted their corporate office numerous times over the last 3 months. Charged for services unable to render. Please advise how best to handle this issue and obtain reimbursement. Thanks! ***************************

• Initial Complaint

  Date:10/17/2022

  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.

  On July 22, 2022, I purchased a massage gift card/certificate, via The Online Purchase Christmas in July One Hour Massage or Facial Gift Card $69.95.On July 25, 2022, that charge of $69.95 went through my bank account; (Invoice No. *****, and Item No. *************); I never received the gift card/certificate. I've tried calling, emailing, and written the corporate office and have never received a response.

• Initial Complaint

  Date:09/09/2022

  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.

  Hand and Stone in Kirkland ********** closed abruptly without notice. My husband (*******************) has 8 packages remaining and we were told we only have 60 days to use the packages. Unfortunately, that is not possible due to a recent urgent surgery he just had. The owner of this business did not provide warning of the closing to allow customers to make alternate arrangements but continued to collect monthly dues up until days prior to their abrupt closure. They initially blamed a Covid breakout which was found to be a blatant lie. I found they had told employees they should not return to work the next day, proving the Covid lie. They knew what their plan was, yet they continued to collect dues. While this may not be criminal, it sure feels like theft and I plan to pursue some sort of legal action. I have confirmed the 8 packages with their corporate office and will provide documentation if needed. I'm seeking reimbursement for the 8 packages.

• Initial Complaint

  Date:09/01/2022

  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 an email from ***************************** <****************************************> on August 18th, 2022.Subject: Sorry to see you go! What could we have done better?Message: We greatly value your feedback. We are continually striving to improve our customer experience and would appreciate any feedback you could provide as to why you have chosen to cancel your membership in our Lifestyle Program.Upon receipt of your completed survey, you will receive a coupon for $5 off any product or service.I called to follow up on this as I had not ended my membership. The # is no longer a working # and the location seems to be permanently closed.I have at least 2 credits towards monthly membership services with them.I have received no communication from ***************************** about their closing

• Initial Complaint

  Date:08/18/2022

  Type:Sales and Advertising 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.

  For years I have been a customer at the Hand and ********************** in Kirkland. We paid monthly for a subscription and went regularly before covid. When the pandemic hit, things were shut down and it took us at least a year and a half to start going back (I started going to the Mill Creek location at this point). I had an appointment scheduled for next month, then got an email saying were sorry to see you go. Apparently, the Kirkland location closed. I had 12 credits to use (which were paid for and dont expire) on top of my ongoing subscription. The mill creek location said they would credit us back 3/12 of these credits to use in the next couple of months before they expire. My fianc and I have wasted thousands of dollars at hand and stone, without any recourse to make this right.

  Business Response

  Date: 08/19/2022

  Hand and Stone is a Franchise and each Spa is independently owned and operated. It is unfortunate that the Kirkland Spa has closed and I understand the frustration that is associated with this. We at the Mill Creek Spa had no control over these actions. The client was a member of the Kirkland Spa, the membership dues were paid to the Kirkland Spa and the Mill Creek Spa collected no funds unless a service was performed at our Spa. The Kirkland Spa members have 60 days to use accumulated Package/Services at any Hand and Stone location. After that the other current Spas in the area have agreed to honor up to 3 Packages/Services if the client wants to remain a member. We will not be receiving any compensation for those 3 Packages/Services. We have provided the **************** phone number to Kirkland Spa members for further information and clarification.

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17735807
  
  I am rejecting this response because: its not even possible to use the credits in the allotted timeframe. The branch closest to me, Mill Creek, is booked out in advance in general, especially during the weekends. It doesnt make sense that because a franchise location closed, customers should lose out on any of the services for which we paid. I have 12 credits and my fianc has over 20. Wed been paying into these services since August 2020, at a rate of over $129/month! Unacceptable.
  
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/30/2022

  The address of the Kirkland location is 11620 **********, Kirkland, ** 98034

   

  it should be noted that for the last few months I have been going to the ********** location at 1018 ********************************************************. I would have been happy to keep paying the monthly dues and continue going to this location if they could have honored the credits on my account.