ComplaintsforHand and Stone Massage and Facial Spa

• Initial Complaint

  12/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am writing to express my deep disappointment and frustration regarding a regrettable experience I recently encountered at your spa. My visit was specifically for the Serenity Package, which, as indicated by both your online information and the service menu at the front desk, includes a "50 min Relaxation Massage followed by a 50 min Facial Massage."However, upon checking in for my appointment, I was shocked to be informed by the receptionist that the package only covered a facial. Despite my attempts to clarify the situation by referencing the detailed information available both online and on-site, the receptionist rudely cut me off, insisting it was solely a facial.Even after presenting the specific details on the service menu, the receptionist continued to be dismissive, displaying unprofessional behavior. I requested to speak with the manager, but instead of addressing my concerns, she claimed the manager was unavailable and redirected me to my husband, whose number she had on file.What's more, I received misleading information about the possibility of a refund. When I inquired about using the services for a massage, I was informed that no therapist was available and that your employees operate on commission.Regrettably, this situation led to my husband losing money, as the manager explained that the cancellation of part of the service incurred a cost. This miscommunication and poor customer service not only left me dissatisfied but also caused a disagreement between my husband and me during the holiday season.I am reaching out urgently to seek clarification on this matter. The inconsistency between the advertised services and the information provided by your receptionist has caused significant distress. I believe it is crucial to address and rectify this situation promptly.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was asked if I wanted to sign up for a membership and would be able to stop it whenever I want to as long as I stop it before the next draft from my credit card I canceled in time and they still drafted a payment from my credit card and I asked to be refunded they claim they had to take another payment out informed them that was the purpose of me canceling the membership so I would not have to pay them another payment out of my credit card I want my credit card refunded and deleted out of their system they are trying to get more money from people and the services are not begin used because they do not have enough appointments to get in.

  Business response

  05/18/2022

  We are sorry if there was any confusion about the membership and what it entailed. The customer was told at the time she signed up for the membership that she could cancel at any time with just one more draft from her credit card in the 30 day cancellation period. When she called the day before her draft was to go through to tell us that she wanted to cancel her membership we again told her that there would be one more draft to her credit card. In fact we told her twice on the call as she was obviously distracted and not listening carefully to what we were saying. We sent her a cancellation form to sign electronically that clearly stated she would be charged one more time and gave the date and the amount of the charge. She signed the form and sent it back to us. When she was charged she called to say that she should not have been charged and we tried to explain again about the 30 day cancellation period during which time one more draft goes through. She also has an appointment scheduled for June 22 and has 90 days to use any remaining prepaid services of which she has 2. We just opened our books for the month of July and have plenty of appointments currently available. She has through 7/30/22 to use her prepaid services. We do have the signed cancellation form giving the date and amount of the last payment with her signature, the recorded phone call when we told her twice about the final draft and a screen shot of her booked appointment. Since we are not allowed to identify the customer we have not included any of these as they would all identify her. We have a much more lenient cancellation policy than many establishments do and we do not lock our customers into a long term contract. They are able to cancel at any time with simply having a 30 day cancellation period during which time one more draft goes through. The prepaid services may also be used at any Hand & Stone location in the country and are not limited to being used only at the location at which the customer signs up. Customers may also bundle services to use more than one prepaid service during 1 visit to the Spa. We work to be transparent with our policies and try to allow a relaxing experience.

  Business response

  05/19/2022

  We have a recorded phone call during which time we told the customer twice about the one more charge in the 30 day cancellation period. We told her that would be the last charge if she got her completed form back to us by that evening as she drafted the next day. We also have a cancellation form signed by the customer that states she understood there would be one more charge to her credit card the next day. We are able to provide both of these as needed.

  Customer response

  05/19/2022

  
  Complaint: ********
  
  I am rejecting this response because: I was not told that my credit card would be charged again, because if that would have been told to me I would have never signed up for the membership. All that was told to me is that I can stop it at any time and I can start it back up if I wanted to no one stated that once I canceled the membership I would be charged again I would not have signed up for it I would have to just paid when I went there.
  
  Sincerely,
  
  ****** *****

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