ComplaintsforHand & Stone Massage and Facial Spa

• Initial Complaint

  03/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I enjoyed visiting *******, ** location but had to temporarily cancel my membership in November 2022. We discussed options with front desk assistant and I was informed that I'll be charged for one more month before cancellation goes into effect. In March I noticed I was still being charged a monthly membership fee. I called with an inquiry and waited two days to speak to the owner. When ***** called, she immediately cut me off by saying that she already knows everything about what happened and proceeded with explaining that I needed to sign a form to end my membership. I informed her that I never received the form and she confirmed that the form was never sent. She then proceeded with explanation of the contract. She refused refunding me for the last two months' charges. When I asked why the email was not sent to me when I informed the spa of discontinuing the membership, she didn't provide any new reasonable answer apart from saying that she already answered this. ***** was not willing to take ownership of mistake when the spa failed to e-mail me the document in November (when I informed the spa of my membership cancelation), and placed the financial responsibility of "misunderstanding", as she called it, on me. The only flexibility ***** showed was when she agreed not to charge for the future monthly membership fee. When I expressed that this experience diminished my trust in the integrity of the business, she accused me of "attacking her territory" and advised that I use another location to redeem the credits I had. She then abruptly hang up. I believe that I did everything I could to inform the spa of my wish to discontinue the membership, which I again confirmed at my last appointment. The fact that no paper membership cancelation form is available, and that the spa failed to e-mail the digital form at the time of my cancelation makes me believe that this is the business' error and it should not be customer's responsibility.Therefore refund should be issued.

  Business response

  04/05/2023

  I am writing today regarding Complaint ******** *****************************.

  
  

  Although we take pride in accommodating our clients requests whenever possible, we do reserve the right to refuse service when a client is or becomes abusive to our front desk staff.  In these circumstances, we immediately cancel the clients' membership and recommend they use any remaining services at another location.  This was the case with ******************************** who was asked not to come back to the ******* location.

  
  

  
  

  Hand & Stone Massage and Facial Spa

  *****************************

  *******, ** *****

  Customer response

  04/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: It is untrue. I have always been courteous to the front desk stuff. The owner is not interested in hearing any customer feedback about their experience and is quick with labeling customer as "abusive" when I simply stated in a private phone conversation that I wished their business was managed with more integrity and expressed how my experience with trying to cancel my membership left my trust in their company damaged. I see this reactive response as another form of manipulation used by the owner of Newtown location to avoid taking any responsibility for failing to  provide the client with a digital Termination Request form at the time of cancelation of my membership, and simply continuing to charge my account for months and then refusing to issue any refunds.  
  
  Regards,
  
  Former Customer
  
  
  
  
  
  
  
  
  

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a gift card and called to make an appointment in Jan 2023. While scheduling the appointment I was told the card expired in November of 2022 and that it would not be honored. I called the corporate office 3 times and no one has responded to me.

  Business response

  03/08/2023

  At Hand and Stone of Newtown, we go out of our way to make every customer happy by providing award-winning service levels both in the massages and facials we offer, and the guest experience we provide, from the moment of check in to the moment of departure.

  We also pride ourselves in providing best-of-class service at an affordable price.  As part of this effort, each year we offer a very special promotion for our customers.  Every year we are happy to offer a special deal in the form of a Buy One Gift Card, Get One Service Free promotion.  This popular promotion offers the client the opportunity to purchase one service and receive a completely free service in the form of a massage or facial, with the stipulation that the free service is used within one year from the date of purchase.  This complementary service is similar to a coupon and is offered in the form of a card that is delivered within a promotional sleeve.  The client paid nothing for the promotional card.

  All our in-store signage, promotional literature, and advertising clearly indicate that the promotional card expires one year from issuance.  In fact, the computer locks out any ability to redeem this free promotional coupon card.  As such, we regret that we will be unable to honor the client’s request for a complementary service.  

  Please let me know if you need additional information.

  --

  Cathy M*******

  Hand & Stone Massage and Facial Spa

  2844 S Eagle Road

  Newtown, PA 18940

  ###-###-####

• Initial Complaint

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/23/2021, I purchased a gift card for myself that included another gift card as part of a Buy One Get One Free promotion. Gift card #1 did not have an expiration date. Gift card #2 had an expiration date of 11/23/2022. I made an appointment for a massage on 2/17/2022 and inadvertently used the gift card that did not have an expiration date. When I went back for a massage on 12/3/2022, I presented gift card #2 and was told that it had expired 10 days earlier. This was clearly a case where I should have used gift card #2 in February and kept gift card #1 for a future date since it would not expire. I spoke with the owner. Since I used one of the two gift cards within one year, as the owner, she had complete authority to make this work, let me know that this would be a one time courtesy, and remind me to use expiring gift cards first in the future. She refused to acknowledge that I used the wrong gift card in February and that I indeed had a service within one year of purchasing the gift cards. I have the original receipt with the gift card numbers of both cards and confirmed that I used gift card #1 in February. The owner threatened to have me arrested if I didn't pay so I put the service on a credit card that I can dispute.

  Business response

  01/12/2023

  At Hand and Stone of Newtown, we go out of our way to make every customer happy by providing award-winning service levels both in the massages and facials we offer, and the guest experience we provide, from the moment of check in to the moment of departure.
  
  We also pride ourselves in providing best-of-class service at an affordable price.  As part of this effort, each year we offer a very special promotion for our customers.  Every year we are happy to offer a special deal in the form of a Buy One Gift Card, Get One Service Free promotion.  This popular promotion offers the client the opportunity to purchase one service and receive a completely free service in the form of a massage or facial, with the stipulation that the free service is used within one year from the date of purchase.  This complementary service is similar to a coupon and is offered in the form of a card that is delivered within a promotional sleeve.  Both the promotional card and sleeve are clearly marked 'Promotional  card, expires one year from date of purchase'.  The client paid nothing for the promotional card that is in question.
  
  We are very happy to work with our customers when they have an issue or complaint of any sort, including issues with promotions.  The sole exception to this practice is when a client is overtly aggressive, abusive, disruptive, and/or using bullying tactics in an obvious attempt to receive a free service when the service provided was delivered as expected. 
  
  *** ******’s complaint as presented to the BBB differs from our experience with the client.  She came in and tried to present a promotional gift card after receiving a massage service. When informed that the promotional card had expired, she immediately became hostile and aggressive with the front desk staff.
  
  Because of the hostile and aggressive nature of the client, I was called out to the front desk to help.  The client was immediately hostile with me and demanded to know where it says it expires.  I respectfully asked her to lower her voice twice.   She claimed “No one told me it expires”.  I was happy to show her where the expiration message was clearly printed on the card and told her it was also printed on the sleeve that it came in.
  
  She told me that she was given the card as a gift and it did not come in a sleeve and that she did not know it expired and expected a free service.  I checked the computer where we have a record of every card sold.  I was able to determine that she had purchased it, and not someone else as she claimed.  I then showed her the insert we package every promotional card within, and on the top of the card where it says it expires 1 year after the purchase date.  I also explained that there is nothing that can be done to redeem it for a service because it was a coupon (it was free meaning she paid nothing for it)  and she had a full year to use it, but it had expired.
  
  We delivered a service and the client had no complaints about that service.  We do not honor a promotional card after its expiration date.  The client paid nothing for the card.  It was a special promotion that was valid for one year and had expired.  We did adhere to the terms and conditions of the promotional card, which had expired.  
  

  Customer response

  01/25/2023

  I am not surprised after my experience with the owner of the Newtown Hand and Stone to read her grossly exaggerated response. I am not the first person to have a negative experience with
  the owner. Check reviews online and you will see that others have complained as well.
  Her claim that I was “overtly aggressive, abusive, disruptive, and/or using bullying tactics” is not what happened. I was not aggressive, abusive, disruptive. I did not use bullying tactics. In fact,
  the owner threatened to have me arrested. That is bullying. During the entire discussion, I spoke in a normal tone of voice. I never raised my voice or used inappropriate language.
  I purchased a gift card on 11/23/2021. It came with a promotional gift card that would expire in one year. I inadvertently used the one without an expiration on 2/17/2022, during the period
  when the promotional gift card had not expired. Having used the gift card without an expiration on 2/17/2022, I presented the promotional gift card on 12/3/2022 for a service, ten days after it
  expired, I was informed by the receptionist that it expired. Contrary to the owner’s claim, she was not called out to the front desk by her staff. The receptionist did not have authority to
  handle the situation and it was my request to speak to the manager. The owner of the franchise came out to speak with me.

  A reasonable owner would have understood that I had a service during the promotional period and just presented the wrong gift card. As the owner, she had every authority to make this work.
  As for her description that I said the card was a gift, I had been given a card in the past and thought this was it. I needed to go home and reconcile my records. After reviewing my credit
  card receipt for the 11/23/2021 purchase containing the gift card numbers and calling the business, I confirmed that I used the card I purchased on 11/23/2021 without an expiration for a
  service on 2/17/2022. I should have used the promotional card. That left me with the one that expired 11/23/2022. I came in for a service ten days after the expiration of the promotional
  card. Had the owner been willing to understand that I should have presented the promotional card on 2/17/2022 and simply used the wrong card, this would have been resolved. I explained
  to the owner that I was strongly considering becoming one of their members for monthly massages. With her hardnosed response, that will not happen. I would not have asked for their
  consideration if I had not used either gift card during the promotional period. Since I used one of the two gift cards during the promotional period, an owner who cares about her customers
  would have arranged to accept the promotional card for the 2/17/2022 service and apply the unexpired card for the 12/3/2022.

  Business response

  02/22/2023

  RE:  **** ******  Complaint ID   ********

  *** **** ******'s account of the incident is inaccurate and frankly fraudulent and at times slanderous.  If the matter comes to it, we will produce witnesses who will testify to her aggressive and loud behavior at the front desk, and how it was disruptive to our operations.

  
  

  It is unfortunate that some people feel the need to receive something they are not entitled to and resort to defamation and aggression as a means to a financial end.  Just as it is unfortunate for *** ****** that our establishment will not accommodate and reward such behavior with an accommodation of any sort.  

  
  

  In fact, the only thing we seem to agree on is that she should have used the promotional gift card before it expired.  Once a gift card expires, it will no longer be able to be accepted by our computer system as a form of payment.  We are very happy to work with our customers when they have an issue or complaint of any sort, including issues with promotions.  The sole exception to this practice is when a client is overtly aggressive, abusive, disruptive, and/or using bullying tactics in an obvious attempt to receive a free service when the service provided was delivered as expected, as previously stated.  *** ****** was quite aggressive, abusive, and disruptive as she attempted to bully her way to a free massage she was no longer entitled to.

  
  

  While we appreciate BBB attempting to mediate this dispute, we can see no path to resolution on this issue.  We have a hard and firm policy with regard to theft of service and also regarding aggressive customers.  Simply put, shoplifting and theft of service are crimes, and bullying staff and disrupting the tranquility of our spa is not tolerated.  It is not fair to our business, and it is not fair to our clients who are trying to relax.

  
  

  We consider the matter closed at this time.

  Customer response

  02/28/2023

  I reviewed the response from the business in reference to complaint ID ********, Although the response does not provide a resolution, there is no need for BBB to be involved any further in the back and forth.  This owner has refused to make it right.  As I stated previously, the owner greatly exaggerates what actually happened. Of course, her staff will side with her.  They want to keep their jobs.  What I wrote is factual and her tone in her responses is inflammatory.  Please read other reviews on social media and you will see that I am not the only person who has experienced problems with this owner.  Her short sightedness has in the long run has cost her my business.  Hand and Stone is franchised and individually owned.  I believe this owner owns two locations.  I have visited another location that she does not own and it was a much better experience. 

• Initial Complaint

  04/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I’ve been trying to cancel my membership with Hand and Stone. I’ve called customer service and left messages. I’ve emailed customer service. My calls and e-mails have been ignored. When I asked how to cancel directly with the Newtown location that I use for services, I’m told they don’t handle it there. I need to cancel my monthly membership and I no longer wish to be charged monthly. They make it extremely difficult for members to cancel because they just want to keep billing people for services they’re not even using. It’s such a scam. Someone should look into this entire operation. What a scam!

  Business response

  05/16/2022

  We do not own this spa and have asked our support partners to pass message to proper party.  **

*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. ↩