Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/22/24 I went into hand and stone located in ********, ** for a massage. When service was over and time to check out balance was paid. I was informed of holiday gift card promotions which was buy one get a second service for free. Total quoted was $79.95. Thinking it was an amazing deal I agreed. Never received a receipt but instead was billed on 11/26 for $129.95 which I confirmed through my bank. The store never called to inform of price change or for approval of charge for new price. Instead when I called I was given the run around and was told manager would call it is now 12/17/24 and I have yet to hear from a manager. I have called numerous times. I was given the name of an incorrect manager. Real manager was not available and the office has been discussing my complaint and that she has yet to review the audio call. Staff member informed me that I was in the wrong and that Im the only person this is happening to that they will not refund my money nor difference. Staff member has repeatedly been rude and last call on 12/18 ended in staff member handing up phone no caring at all. I am almost 6 months pregnant and all this has caused me to be stressed. Especially when dealing with the staff

  Business Response

  Date: 12/31/2024

  To whom it may concern:

  This person has never been to the Hand and Stone in *************

   

• Initial Complaint

  Date:05/31/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 1st, I went to the Hand and Stone ********* location (*****************) for a facial. My husband had set the appointment for a facial at $79.95, with the detox, and hand massage add-ons, totaling $124.95. Not only had my spa service been cut short, but the technician changed the services scheduled. I did not get a hand massage. I was actually told by the tech that she had saved us money, by not doing this service, but we were later charged $129.95- more than the original price of $124.95.My husband has called in multiple times, and when he finally was able to speak to the manager (*******), she completely dismissed him. We called for a partial refund. The charge should be the $79.95 facial, plus the classic detox of $25 ($104.95). The manager said she cannot partially refund us, but would have to call the manager of a different location, to see if we can be given a credit. She had not contacted us back, until I wrote a ****** review, yesterday. Her email responses acknowledge our services were changed, without our consent or knowing, but since that's what we were given, we have to pay the higher amount. She also mocked my husband for mentioning our total is more, now, with less add-ons- Saying it's only $5 more. It doesn't matter the amount, it's dishonest business.

• Initial Complaint

  Date:03/06/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Hand and Stone a few times and signed up for the subscription, which they put into effect immediately from the store level. When I decided cancel the subscription, the representative on the phone said they were unable to do anything pertaining to cancellation and I would have to do it at the store level. I went to the store and they said that they are also unable to do any cancellations, but rather the store manager (who was not there at the moment) would have to put in a request to a third-party representative that no one has any access to except for the store managers. The representative who I spoke to at the store said they would leave a message for the store manager to send a message to this cancelling representative. After a week of no contact I went to the store again where they said there was no sign of a cancellation request; this time the store manager was there and promised to send a cancellation request and said someone would be contacting us about cancellation. After another week I was finally contacted by this representative and by then this person told me that I was a few days into the new month, so they would be charging me again before canceling. 6 months have passed now and I check my credit card to find that they never cancelled the subscription, and have been charging my over $80 per month since cancelling in September of last year. Now after calling and calling, they said they will refund 1 month and I have 90 days to redeem the credits for the other months. By doing this they are illegally using my personal information and taking my advantage of my credit card information. They let you sign up but do not allow cancel. This detail is not told to you as sign-up, they tell you you can cancel whenever you want but do not tell you what that means; it means you can request to talk to someone who can send a request to someone else and if they decide that they are willing, they will charge you at least one more time before canceling.

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on Jan 14 I made an appointment to for a sauna/massage/facial to be done on Jan 26 at 1pm. On Jan 25 past 8pm, they texted they couldn't accommodate one of the services and without confirmation from me, they changed the appointment. I called them morning of 26 that I would like to have all 3 services done and would not want to drive back and forth to get the package I already paid for, went over other dates and basically they couldn't accommodate all 3 services in one day until after another week. After discussing this over the phone, **** the manager said they will refund the service but then continued to confirm the appointment after the phone call. I then called again which they finally said they will cancel and refund it. This payment was made through Groupon and they have now refused to refund the package of services they never delivered/performed.

• Initial Complaint

  Date:01/17/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had services in December 2023. On Jan 14th **** my credit card was charged for services I did not receive . When I called the location I was told they were not able to reverse my charges!

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a former member. I moved from ******* to ****** ** in March 2023 and canceled my membership as there are no locations in ******. At this time I had 1 credit on my account ($79.99 value) and also a gift card ($79.99 value) I was not told that there was a 60 day grace ****** to use the credit on my account I tried to book an appointment today 11/06/2023 using those 2 items and was told that my account credit had expired I paid $79.99 to Hand and Stone and now its gone. This is unacceptable! Either honor the credit or refund my money but saying it expired is ridiculous and unacceptable!

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given a gift card for my birthday and was excited to have my facial done. Upon booking I was asked for a credit card, which I gave explaining that I will be using a gift card and even inquired how much the difference would be to upgrade to a hydro facial and was told that that can be discussed at the appointment. On the way to my appointment I was in an accident and broke my font teeth. I called to cancel the appointment and to my surprise, later saw that they billed me for THE WHOLE COST OF THE APPOINTMENT. They did not take it off my gift card either. I was charged $130.00 paid by my credit card. Policy states online that missed appointments ( though this wasn't the case and circumstances were different) 50% should be charged for a missed appointment. The whole amount was taken from my credit card. I have since tried to discuss this with the owner and have since been told they are REFUSING TO GIVE MY MONEY BACK! i AM DISGUSTED WITH HOW I WAS TREATED

• Initial Complaint

  Date:10/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a NO contract membership. I specifically told them when I signed up that I was only doing this for a few months. I was told NO problem. No penalties, etc. I also specifically stated that I pay cash & do NOT charge my credit card. Well not only did I pay cash for my visits, they proceeded to charge my credit card. I called & the girl refunded the double payment. I was left with an uneasy feeling that they are a scam of a company. I see here now that Im not the only one. I called & spoke to ******** to cancel my membership completely as I will NO longer be going there after that scam of an extra charge. She gave me some BS story that shes unable to do that & only 1 person can do so. If they charge my card again unauthorized I will file a formal complaint & of course dispute that with my credit card.

• Initial Complaint

  Date:10/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have several charges from ***************************** dating as far back to 2021 and possibly sooner. Due to covid, business closures and insufficient staffing I was never able to use the membership let alone reach anyone at the location to cancel it for several months. The only reason the billing stopped is because my credit card changed. Since then I have called numerous times with no answer to request a full refund of all unused memberships. I want nothing aside from a full refund. I am getting absolutely no where with this company as they are impossible to even contact to speak with, how do they expect anyone to be able to book appointments. The ****** reviews will show exactly how this business is ran and that is very poorly. I demand a full refund as I was billed for services not rendered to me.

• Initial Complaint

  Date:10/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hand and Stone Jupiter and likely all Hand and Stone are scamming people. They allow you to sign up for membership for one message a month. Life gets busy and you do not go so now I have 13 messages saved up. I go to cancel and that is when they put your back against the wall. If you cancel, there is no refund and you have to use your messages within a few months which is not practical. If you choose to put your account on freeze you can only have it frozen for 3 months and there are charges to do so. Now that I have finally decided to fully cancel my account expecting not to be refunded the $850 dollars I spent they want to charge me one last time on the next cycle to kick me on the **** on my way out the door. I have attempted to cancel days before however I was never contacted by *************************. Even after explaining this she put her foot down and told me I would be billed. I have to sign a legal document to cancel my subscription which includes a line item about having to pay one last payment due to a 30 day advanced cancellation policy. Gone are the days of customer service.