Complaints

This profile includes complaints for Hand & Stone Massage & Facial Spa's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Hand & Stone Massage & Facial Spa has 3 locations, listed below.

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  Hand & Stone Massage & Facial Spa

  1380 Galaxy Dr NE Lacey, WA 98516-4748

• 

  Hand & Stone Massage & Facial Spa

  10418 156th St E Ste 101 South Hill, WA 98374

• 

  Hand & Stone Massage & Facial Spa

  17100 Southcenter Pkwy Ste 136 Seattle, WA 98188

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:01/25/2025

  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.

  My problem is that I paid for my mom to get a facial for Mothers Day May 2024. Hand stones policy is that you must have a credit card on file when you book so I booked with my credit card. I let them know that my credit card is not to be used for a tip or future services. The mom loved her facial so much that she purchased a membership and put her credit card on file to pay the monthly ***** per month membership. Instead of them billing her they have been debiting my debit card.I just noticed on 1/15/2025 that I have been being billed since 6/2024 (8 months) for *****. Hand Stone has informed that I can only get one month back because they can only go back 30 days for refund. I did not authorize these payments nor sign a contract. They are trying to offer me a package but I dont want a package. I want my money that they illegally have been debiting me. This is fraud and their fault which they know but only giving me an apology.

  Business Response

  Date: 02/26/2025

  Hello,

  
  We were notified from ***** *****, that she wanted all of the charges on her mothers account reversed.

  After looking into the account that she had set up for her mother, we do see that she had added her card on file. Our policy is that we do require a card on file to hold the appointment. Once the service was over, if she did not want the card on file we would have easily been able to remove it.  However, on her mom signed up for a membership. Her mom did not mention that she wanted to change, remove, or give is a new card, and when signing up due to having a service same day with a card on file, we would not have known this was an incorrect card.

  Instead of calling us after noticing that any additional monthly charge had come out, she waited until November 2024, to contact our spa. When signing up for a membership, we go over the terms of the membership which state the packages are non refundable, but to roll over if not used on the account. ******* and or ***** could have called at anytime prior to change the card number on file that was being charged, and per our policy as stated on the website, Hand and Stone must be notified of a change in card, address or phone number.  By the time they had reached out, we had surpassed the 30 day ***** period of the charge finalizing on the account for the first payment, which came out in June 2024. 

  When calling and speaking to our Guest Experience Manager(the person who would directly be in charge of this type of situation), they were sympathetic and reiterated the policy. The Guest Experience Manager was kind enough to refund one package back to the mastercard on file, and then also removed the card from the account at that time to not allow for any further charges to accrue. The charge for the January 11th charge was reversed(the system also wont allow us to refund anything past a certain point and we were well past the point even if it was something we could do.) The Guest Experience Manager also advised ***** that she could use the packages as they would not go anywhere(our policy attached shows how un-utilized packages roll over into the following months), and that she could also ask her mom for the money back since her mom is the one who knowingly signed up for the membership expecting to pay for it. ******* was aware that she would be getting charged monthly for the services.  ***** responded to the Guest Experience Manager that she did not want to talk to her mom about it.

  Regardless of who's card was chosen to be set up for the membership, ******* had chosen to sign up for a membership not saying she wanted to use a different card than what was used for todays service, and was also informed in person (and again, also is reiterated on our website) that the charges are non refundable.  Packages can be used at any Hand and Stone in the country and we have over 600 locations. 

  While we are sympathetic to the situation, this matter has been more than rectified on our end by removing the card on Earlene's file that ***** placed on it, and we were also kind enough to refund one package when ***** called on 1/24/25 ($89.95 charge back to ******* mastercard.) Again, we advised that since ******* signed up for the membership not telling us to change a card or even offering a different payment method (and knew packages were non refundable, as well as a monthly billing would come out) that ***** could speak to her mom about her signing up for an account that ***** put a card on file for. 

   

• Initial Complaint

  Date:10/26/2023

  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.

  The company is giving me the run around to cancel my membership. You have to be put on a member cancelation list and a lady will call you within ***** hours. I never recived a call from her and knew something was fishy when I asked to cancel my membership so asked for her number. I have been calling this number and leaving messages and this lady will not return my call. 5 days later I went back into the spa and they put me back on the list and mentioned that she is the only person that can cancel memberships. I told them that she does not answer her phone nor does she call back. then the staff member proceds to tell me she has been sick and just got back to work today, and seem to be making everything up. Everything seems very fishy and I went online and read reviews and it seem like multiple people have had the same issues.

  Customer Answer

  Date: 11/14/2023

  The company finally called me back and said they would cancel my membership. I waited until Nov 10th, the next billing cycle, to determine if it was actually cancelled since I received zero communication about it being cancelled. I was not charged so I assumed it was cancelled.

  Thanks

• Initial Complaint

  Date:12/29/2022

  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 and always paid it. I had to freeze my account due to a auto accident. After I was cleared I began coming back and even entertaining the idea of my daughter getting facials. All services were good except two times: a younger gal asked me for if I wanted exfoliation by ***** wand and didn't disclose the it was a add on/upgrade meaning $$$ a charge was added on by bill as I was under the impression it was part of the facial. Not until I went to the desk to drop a tip and buy clarity products it was when I encountered a bill for a derma wand add on and had to put back the products as I couldn't afford any surprises since I knew this appointment was covered by my membership and budgeted the appt. I always knew it was my duty to tip good and buy products. Not be blindsided with that upgrade. The other time was December 19th, around 5pm and my daughter had a facial I booked for her at my last appointment. at my previous appointment I inquired about how to cancel and what all I needed to do so if I needed too discontinue my membership. A lady came out from a room and was polite and asked if I wanted too, and I replied no, just want to know the policy. I then scheduled my daughters facial understanding it was covered by my membership and again I pay for tip and products. Blindsided again but this time in front of my college who herd the whole thing. I was told they canceled my membership. They charged me for a full facial. I was hit with a bill I was not financially equipped to pay for while at the spa. I payed left in tears due to embarrassment and to find out my membership was canceled. It's not right! The last 3 visits really I'd like to be compensated/refunded for and that's it.I am more than happy to give you the info to find my account.

  Business Response

  Date: 12/23/2022

  Good Afternoon,

   

  This is not a client of the **********, ** Hand and Stone location.  She is a client of the ***************** location.  Attached is her membership information indicating that.

   

  Thank you.

  ******

• Initial Complaint

  Date:09/05/2022

  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.

  Hand and Stone Massage double billed me for a service and refuses to issue a refund. They also refuse to credit my account for the double services they charged me for. I attempted to contact the business and they have no record of the transition even when I showed them the transition information from my bank. I asked for a printed copy of all transitions and they refused to provide it stating their system was down and would not be able to provide this information until an unknown time. I attempted to contact the business later in that day and no staff were available to help me with this issue.This company has billed for me for services and have not given me the proper credit on my account. I would like my account refunded for the overcharged services.

  Business Response

  Date: 09/12/2022

  
  Good Afternoon, in response to the complaint here is what happened. The client was not double billed... she has a membership with us as well as her daughter which the client pays for her daughters membership as well as her own. The "double charge" was because her and her daughters eft ******** went through on the same day because her credit card on file did not have the sufficient funds on her regular billing date when the funds became available our computer billed BOTH memberships on the same day. Our computers were down the day she called and I the office manager was off that day as well. My assistant spoke to her stating what had happened but the client was not grasping what she was saying. Then proceeded to call our establishment about 4 more times that same day wanting to speak with me (which I had said previously as well as my staff kept proceeding to tell her I will be in the next day to call her and get her account sorted out which I did) when I spoke to the client I had reiterated again that hers and her daughters account were auto drafted on the same day which was the "double billing". I refunded one of the ******** back to her card when she asked me too and have proof of the refund if you would like to see it. She has been refunded, as well I have printed out hers and her daughter's complete billing history with our company that she asked for but has yet to come in to pick them up because she did not want them emailed to her. Hope this clears things up and hope you have a great day!
  
   
  *********************** | Spa Manager
  Hand & Stone Massage and Facial Spa
  1380 ************ | ***** ** | 98516
  P: ************ | Email: ************************************************