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ComplaintsforHand and Stone Massage
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/07/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Purchased massages packages but the location that I closed will not honor the gift card.Customer response
11/07/2022
The ******** location closed. Large Mayfair location is not closed. The corporate office will not return any calls in regards to the ******** location or the gift card issue.
Business response
12/21/2022
To whom it May ****************************** name is ****** and I'm the owner of Hand & Stone Massage and Facial Spa in *********. While I understand ************************* frustration the promotional gift card can only be used at the location it was issued. *********************** previously had a membership at Hand & Stone in ********. Unfortunately, Hand & Stone in ******** closed in May of 2022. Promotional gift cards are good for 1 year and can only be redeemed at the place that the gift card was issued. Promotional gift cards are given to clients for taking advantage of a gift card promotion. The client does not pay for the promotional gift card. The promotional gift card includes a free service that must be redeemed at the place that it was issued and expires 1 year from the date it was issued. The Hand and Stone in ********* is not responsible for redeeming the promotional gift card. The client is not able to redeem the promotional gift card as the ********* location is not the location in which the gift card was issued.
We sincerely apologize for inconvenience this has caused the client. Any other gift cards that the client has from Hand & Stone that are not promotional gift cards can be redeemed at any Hand & Stone location.
Sincerely,
**************************************
Owner
Hand & Stone Greenfield & ********* Spas
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.