ComplaintsforHand & Stone Massage and Facial Spa

• Initial Complaint

  22/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used to have a membership at Hand & Stone, where they charge you monthly for a massage service. During the pandemic, I stopped going out of fear of contracting the virus. The charges still occurred until my membership was put on hold. Recently, in January, I called them, as I had received a gift card for a facial for Christmas and wanted to make an appointment not only for the facial, but for a massage as well, as I knew I had a few credits. When I called, they confirmed I had 4 pre-paid massage services available. I went to my appointment on Jan. 30, 2023. I had an other issue with the facial and so asked to speak with the manager or owner, the ladies at the front desk initially gave me an incorrect number (I believe on purpose). I called while I was in the location, and received a call back saying I had the incorrect number. The next day I called the head office, it was just a voicemail. I left a message with the details of my issue and my contact info. NO ONE has gotten back to me yet from head office. After a few days, the manager finally returned my call. We resolved the issue of the facial, however, he said I do not have any pre-paid services. That they expired. I said I never received the service nor the refund, so I should be entitled to use them and that they still even show up on their system, which is how I was able to confirm how many pre-paid services I had left. He said I did not, and would not be able to use the remaining 3. The only option he gave me was to contact their head office. It is now March and I have yet to get a call back from their head office. If I cannot use my pre-paid massages, I would like a refund, as the service was not rendered and payment to them was made.

  Business response

  19/04/2023

  During Covid in year 2020, we were only closed for short period of about 4 months, and in 2021 it was business as usual. As per our membership agreement, we allow for up to 3 months for unused membership credits once membership has been cancelled. On an exception basis, and due to Covid, we've extended the 3 months to 6 months. There are reasons for when client makes a decision not to be in public service settings is entirely their decision and respectfully, **** *** ** ** **** **** ****** ** **** ***** * *** ****** ****** ** ***** Client is asking for membership credits to be redeemed after 3 years which is not possible. Unfortunately, we are unable to assist in this matter. 

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