ComplaintsforHand & Stone

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a gift card to Hand & Stone from my fiance two years ago. There is nowhere on the card itself or the package it came in alerting me it has an expiration date. Given the past 2 years with covid and uncertainty, I did not want to use my giftcard right away and held it for a special occasion. I called the Hand & Stone located at ********* in Phila, PA to make an appointment for a massage. When I gave the employee the gift card number over the phone, she let me know it was expired. When I asked when it became expired, she said she doesn't know and there's nothing I can do about it. I asked for a supervisor and she said the supervisor told her there is nothing anyone can do. I was so disappointed to learn the giftcard my fiance bought for $100.00 is expired. If there was an indication on the card, I would understand. However I feel like I should receive a refund for the $100 so I can book a massage. The fact that no one can tell me when it became expired is a problem. It really is not good customer service. Please let me know if there is anything that can be done. Thank you.

  Business response

  09/02/2022

  I just want to let you know that I have spoken with the client and resolved the complaint. It was an error on our part and I corrected it.

  ************************* and I spoke yesterday via phone. I have unexpired her gift card and she agreed to dismiss the BBB claim.

  She was thankful for my response and rectifying the issue.

  Thank you,

  Corin B*********, LMT

  Regional Director of Operations

  Customer response

  09/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  06/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  During Covid shut down massage packages continued to accrue although they were closed resulting in 12 packages. Writer was moving to another state and froze account then gave 6 packages away to try to use before closing. After account unfroze writer was told there were no packages other then the ones that accumulated after unfreezing. Despite multiple calls and emails no effort has been taken on their part to look into the issue or resolve it any way. All emails went unanswered and all calls resulted in being told someone will get back with you, which never happened. Last contact writer was told they are not able to look that far back into someone's account although this occurred during 2021 time frame. 6 packages equal a monetary amount of $419.70 (69.95* each) that has been paid to the company with no services provided. No compensation has been requested from the company, only for them to look into the matter and verify what happened to the 6 services. During the account freeze, I transferred 3 services to my daughter and 3 to a friend. 6 more should be available to me. I would like them to verify what happened to the services and provide documentation of that account information, and credit the massages or reimbursement of the monetary value. All calls are recorded and the initial call where I was told I had 12 services occurred in June 2021. Account was frozen July- Sept, and reinstated on October 2021. During the freeze I only authorized the use of 6 services by other people. All transactions from October 2021 to present (accumulations and usages) should be correct. The 6 services in dispute disappeared from the account once it was unfrozen, or so it seems. Just want to find out what happened to them and have it corrected. They continued to take money during the shut down, although they werent open, but the services from that time and before are all gone so Im out 400+ dollars- the least they can do is properly investigate. Been a loyal customer for years.

  Business response

  08/25/2022

  This is in response to complaint ID ********. I am sorry for this delay, as we have not had a current general manager running this particular location since May.

   

  I have located the client in our database. I have refunded her two payments of $69.95 and closed her membership.

   

  I will also contact the client so that she has my personal cell number below, in the event she needs further assistance.

   

  Please advise should you need any additional information.

   

  Thank you,

   

  Corin B*****, LMT

  Regional Director of Operations

• Initial Complaint

  03/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Membership was canceled on March 4,2022. However, on March 27 I was charged $69.95. I called and ask about it and I was told I would get a call back from a manager. Never received a call. Then I called back March 30 and I got the same story manager is not in the office that they will call me back. I told them I will call again. On March 31,2022 I was charged another $69.95 and I called again. This time I was told that this is a General Manager to handle and that the General Manager would not be available until Saturday. Now I do not trust the company and I don't understand how I cancel my membership and they still have my Credit Card information on file.

  Business response

  04/12/2022

  This concern has already been resolved with the client. She has received emails to verify the refund. Client was contacted immediately before we even received this letter from you. Both refund receipts are attached to this email for your records. 

  
  

  Thank you,

  
  

  Heather S*******

  Spa Manager

  Hand & Stone Massage and Facial Spa

  2500 Grant Avenue
  Philadelphia, PA 19114

• Initial Complaint

  01/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 1/24/22 I went into the Hand and Stone to cancel my subscription. I went in to pay any outstanding balance because I was told they were going to go into my account on 2/16/22 and deduct the final fee of $69.95. I wanted to be done with this company. They deducted $69.95 from my account on January 1/16/22. I have only received one service and that was in December when I signed up for the membership. I went in on 1/24/22 and paid cash and received a receipt. I was told my account was satisfied and I did not owe any further fees or payments. They need to give back the monies they took out of my bank account in the amount of $69.95 dollars immediately.

  Business response

  01/31/2022

  I am sending you this email in regards to complaint ID ********. This client has already received a refund for the membership amount of $69.95 on 1/25/22. There was a system error when the client paid in cash and the system was not updated properly to account for this transaction. For those reasons, the system automatically deducted the membership payment from client's credit card on file with us that we are authorized to use. As soon as the client notified us by phone regarding the error, it was immediately rectified on our end. I emailed this client a receipt for the refund as soon as it was processed. Please see attached receipt of refund for verification.

  
  

  Thank you for your time,

  
  

  Heather S*********

  Spa Manager

  Hand & Stone Massage and Facial Spa

  Customer response

  02/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

*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. ↩