ComplaintsforHand and Stone Massage and Facial Spa
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Complaint Details
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Initial Complaint
01/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
********** location of Hand and Stone wrongfully charged me for "cancelling" a massage appointment that I did not book. I called to schedule an appointment and they put me down for the wrong time (earlier in the day than I asked for). When I showed up for my appointment, they told me I had missed it. I explained the situation told them I booked for a specific time because of my work schedule. The front desk manager said she understood it was their fault and a misbooking, and that she would notate on the schedule that I did NOT miss my appointment and it was an error on their end so that I would not be charged. They charged me anyways!!! They charged a cancellation fee that took about $40 (or slightly more) off my gift card, despite telling me I would not be charged. I called to inquire about my remaining balance and they informed me about the cancellation charge. I asked to speak with the front desk manager and they are giving me the run around. This has happened TWICE - I call asking to speak to the manager, they ask why I'm calling and then put me on hold to go speak with someone, they come back to the phone to say she's not available but "should" be able to give me a call back at X time. X time comes and goes and they never call or follow up. They are giving me the run around and have stolen my money for their own internal error. I called another location of Hand and Stone to complain and inquire about what to do, and they informed me that the ********** location is notorious for doing this to customers and getting away with it. Unacceptable!!!! I run a spa myself and this is not a way to treat your customers. I want a refund on the amount the wrongfully deducted from my gift card. They made a mistake, and charged ME for it!!! What a way to do business.....
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.