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Business Profile

Massage Therapist

Hand & Stone

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Massage Therapist.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/22/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 am an 82 yo woman. I have over $600 in subscription treatments with hand and stone and due to physical/medical reasons I am not able to procure these treatments personally. I am not able to gift these treatments to my loved ones outside of 3 per year which they have done, otherwise, the amount Hand and Stone would have in subscription fees from me would be closer to $1,000. I am complaining here because at 82 years of age, there should be a stop-gap in place for elder subscription fraud. And any subscription should be stopped after a period of time when it becomes apparent the subscriber has stopped utilizing services. We are in a new age period where laws have not caught up to schemes. And I believe subscription services like the one at Hand and Stone, is designed to accrue money from their customers when services are not rendered.

  • Initial Complaint

    Date:05/22/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    A Mothers Day massage and facial gift card was purchased and the above was not provided by hand and stone including an extremely rude woman and no compensation for the loss

  • Initial Complaint

    Date:04/11/2024

    Type:Product Issues
    Status:
    Unanswered
    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 husband called and cancelled my account (could have been temporarily.....) I called on March 3/28 and were told I cannot use ANY of my credits that *I paid for* because they expired on 3/22/24. That is less than 1 week within the date.I am writing this complaint for the following reasons:1. They claim they sent me an email stating this. I do not have this. They need to *require* a signature if they are going to straight out steal a customer's money. 2. ******************** made MANY attempts to reach out to me to "re-sign up!" ...but NO communication was given that I had FIVE OUTSTANDING CREDITS that would "expire"3. No courtesy calls were ever given for this 4. My husband called to cancel this for me since I feel highly pressured by the staff. My husband cannot recall this information every being communicated to him - he does not know. I am highly skeptical that this was every communicated to him, given that he would have remembered if someone told him we would lose nearly 345 dollars of our money. I expressed this concern, and "*********************" responded saying she'd make a "one time exception" and reinstate my credits *if* I sign back up. This is absolutely appalling. Please, I'm quite literally begging.. please educate this staff on how to be humans, and not sales making machines. It is absolutely evident all they care about it making a sale - this is highly off putting and disappointing.Tips for better customer service to *make a sale**If a customer cancels or pauses their account - maybe consider making "check in calls" to *let them know* their credits they paid for will expire, and in this, use this as an opportunity to have them re-sign back up. Please stop bombarding customers/past customers with "sign back up!" tactics, while ignoring that they have money invested in your store that will expire. This is a horrific business practice. Please give me a gift card/credit for the 69.00x5 = 345 (I'm assuming it was 69/month. Whatever the monthly fee x 5.

Hand & Stone is NOT a BBB Accredited Business.

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