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:05/09/2025

  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 the Jan 9 when the facialist never showed up, my credit was take and services were not rendered, then today when I went for a massage, the place was opening 35 minutes late, the masseuse was very unprofessional and I was not comfortable with the service being rendered, so I decided to leave. The manager did tell me that I would be able to retain my credit but that is not what happened. Once again they took my 70$ credit without rendering services. This is criminal

• Initial Complaint

  Date:05/02/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Company refuses to call me back as the MANAGER is the only one who will cancel the membership -also no email from them

  Customer Answer

  Date: 05/06/2025

  The company HAND & STONE reached out to me once I filed a complaint and they cancelled my membership so the complaint was resolved.

  Thank You

  ***** ********-*****

• Initial Complaint

  Date:03/12/2025

  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 gifted two gift cards, I have called the local spa to locate one gift card using my name and email, the staff is unable to locate. I reached out to the customer service email for help, I was referred to IT INC1175986, I responded with requested information, yet Im repeatedly ask if I still need assistance.

• Initial Complaint

  Date:01/19/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Dear Hand and Stone Corporate Team,I am writing to express my dissatisfaction with recent policy changes that have significantly impacted my experience as a loyal member of Hand and Stone for the past 4/5 years. These changes have caused unnecessary stress and frustration, which I did not sign up for when I became a ************* Transfer Fees:I am disappointed with the new policy requiring members to pay $15 transfer fees for gifting services, even though the service itself is already paid for. This feels like an unnecessary and unfair financial burden on loyal customers who wish to share their membership benefits with others.2.Three Transfers Monthly Limit:The restriction on transferring credits to only three per month is highly inconvenient and seems unnecessary, particularly for long-standing members like myself who have accumulated a lot of credits over the years.3.Home Base Transfer Restrictions:The inability to easily transfer to another location without being terminated as a member and losing my all accumulated credits is unacceptable. Having to call my home base for every transfer creates additional stress and limits the flexibility I expect as a paying member.These policies add unnecessary complications to what should be a relaxing and enjoyable experience. They do not align with the quality of service I have come to expect from Hand and Stone. I feel strongly that these changes are unfair to long-term members like myself who have consistently supported your business.I kindly request a full credit refund to terminate my membership as I believe these policies fundamentally alter the agreement I signed up for and add undue stress. I have been a loyal customer, and it is disappointing to see policies implemented that prioritize restrictions over customer satisfaction.

• Initial Complaint

  Date:12/30/2024

  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.

  Several times over the past year, I have attempted to cancel my membership with Hand and Stone. I did so in person verbally, on the phone, and in writing, March 2024, June 2024, September 2024. Each time their response involved pushy sales techniques that tried to convince me to stay, circuitous dealings, that required speaking with a manager, and signing a paper instead of accepting the written email and verbal request. All of this resulted in 6 months of continued payment. Finally I called them to inform them that I lost my debit card and the payment would be stopped. I lost all points and prepaid packages, which they told me would be forfeited if I ended my membership. Somehow they located my newly issued debit card number and without my authorization they charged my account again. I called my bank for a fraudulent charge. The charge was recovered and I changed my card again. when I spoke to them on the phone, they asked for my newly issued debit card number again to continue to pay the membership. I said no. Now I have been hit with a debit chargeback recovery. When will this company stop their unethical business practices? I never had this problem with their competitor Massage ****. When I asked to end my membership at Massage Envy, it was ended without a hassle. I will never recommend Hand and Stone to anyone and I will continue to share my frustration and complaints with Hand and Stone so no one else ends up in this same situation.

• Initial Complaint

  Date:12/12/2024

  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.

  Under Hand and Stone's "BOGO" Black Friday special, I paid over $400.00 prior to Thanksgiving...the promotion gave you 3 services and you "received 3 FREE services". I was charged on the Tuesday prior to Thanksgiving and picked up the physical gift cards the Friday after Thanksgiving. You can use the ones you "paid for" anywhere in the ** with no expiration date. The "free (bogo)" services must be used at the purchasing location and expire in one year. To that end, I scheduled my daughter a facial last Tuesday. She did agree to an upgrade of a facial mask to her "free service" at the cost of $30.00. When I saw a $122.00 charge on my account, I called to question. The site manager said bc she "was not a member of H&S that it was only worth $79.99 towards the 1$29.00 service. This was NEVER explained upon purchase. In fact, the sales folks went on and on how when you buy 3...YOU GET THREE FREE. Furthermore, they charged her $50 for the mask, not the $30 they told me which is ALSO LISTED on their website. The additional charge was a nice tip given to the aesthetician. The manager immediately got defensive and literally told me I "had no idea what I was talking about." She said her staff would have never have told me anything was free, which is a complete lie. She then continued that the mask was "special" and was 'an additional upgrade ,so it was $50 not $30. Again, completely untrue. I told her that I will never come back and that I wanted some sort of document to be able to use the free gift cards at another location. She laughed and said, 'that's not how this works, you don't get anything for free. I asked to get a corporate number and she told me "not to bother" and that they would "send me back to her anyway" so i was wasting my time. I asked again for the number, but she refused and hung up. i have been calling the customer service corporate number of ************ and have left several messages with no return call.

• Initial Complaint

  Date:12/03/2024

  Type:Delivery 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.

  Purchased (2) massage packages as part of their black friday sale on 12/2. My credit card company immediately flagged this as a possible fraudulent charge. I override it because I was the one making the purchase. They charge my card same day but no email comes through to either confirm the purchase OR send out the actual vouchers. Luckily, I input my own email as the receiver of these gifts but still NO gifts sent - even though "immediately" was selected to send to receiver. I have contacted customer service through their "feedback" portal but that seems to be the only way to reach them. Even when trying to "reset" password to see if purchases are in my account, they email never comes through - to either inbox or spam folders.

• Initial Complaint

  Date:12/02/2024

  Type:Billing 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.

  Date of Transaction: 01/29/2024 The amount of money paid to the business: $864.5 (Monthly $79.95 until 11/28/2024)Services: Message and Facial SPA Dispute Nature: I noticed that the business has been charging my credit card ending ***** for $79.95 from February 2024. I was informed about this when I visited their facility on 11/26/2024. I was surprised that their front desk had me signed up for a month-to-month membership when I went for a one-time message in January 2024 based on a promotional flyer. I clearly remember the front desk person assuring me I was not signing up for any monthly commitment. In addition, I asked to send the contract to my email ID, which I never received initially. After pressing to see my contract on 11/27 over the phone, she looked up and found that it was never sent to me as the email ID in the system was for someone else(***********************). My email ID is ********************* I see this as a deliberate attempt to hide information, as I could have terminated the contract after seeing the details clearly in the contract document. I submitted a termination notice with a request for a refund on 11/29. The manager called me on 11/30, saying that refund is not possible and i can use the remaining 8 packages within 3 months. I am not a regular user and i can not potentially use the packages. I am demanding a refund or gift ******* seems that Hand and Stone is involved in this kind of deliberate monthly subscription, and I strongly request that they be taken to task.

  Business Response

  Date: 12/23/2024

  Guest signed an agreement and admits to signing the contract.  The guest has done a chargeback for the charges incurred 

  Customer Answer

  Date: 12/30/2024

  [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: 22626602
  
  I am rejecting this response because: I have not done chargeback for last one because the business charged me even after initiating the termination discussion. I have a simple request to give me store gift card so that i can get the money back by selling the gift cards. i never planned to use the services, as i wrote in my complaint, it was for one time and got trapped into signing up for monthly.
  
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/26/2024

  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.

  Today November 26, 2024 I received a call from ******* at ***************************** ****** informing me of a promotion. This is the fourth call I received regarding this promotion. This is the first call that I answered, since I just returned to the country, I advised ******* that I am not interested in the gift card promotion. During the duration of the call I informed her I needed to reschedule my massage we rescheduled it and ended the call. The call was only one minute long. Shortly after I received a notification from my credit card company that I was charged $159. I called back ******* answered and informed me that somehow when she removed me from the list I was charged and unfortunately she will not be able to issue a refund because she does not have access access to. When I asked to speak to the manager she told me that the manager will be available to speak to me tomorrow when I complained that this is completely unacceptable , she put me on hold and came back shortly after and explained to me that a lead by the name ***** will go ahead and process my refund however, ***** was not available to speak at the time because she was working in the back. Ive been a loyal customer for over two years now, and I am utterly disappointed and how I was handled how my credit card information was misuse and I was Fraudulently charged. This needs to be looked into There Should never be a circumstance where consumers credit card information should be accidentally charged. Employees at this location are practicing fraudulent practices in order to increase sales and that is disgusting !

• Initial Complaint

  Date:11/17/2024

  Type:Order 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 would like to submit a complaint due to the unethical practices of hand and stone charging for a membership and capping how many packages you are allowed to use for services when I was enrolled for the membership no one has ever stated there was a cap on how many packages i could transfer out r gift out to friends or family I was told i could transfer as many as i wanted with paying a fee of 10 pre transfer I booked a appointment for my husbands birthday for facials and massages for the both of us and explained while booking what it was for and that i would be using my credits i had 7 total built up that i paid $79.99 per month the day of the appointment i was told i would have to pay out of pocket for his services because i had previously transferred 3 this year which was never a restriction before nor was i ever advised . I have in the past tried to cancel my membership due to not being able to use the service as fast as i am being charged and was told i could gift them which is what kept me as a customer. I was forceed today to either pay for his services out of pocket which is unfair since I had credits or cancel and be charged ****** and lose my 2 packages worth $79.99 a package which was unfair due to not being informed if these new rules during booking I had 7credits and wasted 2 and forced to pay a additional 100 to not be serviced due to this new rule . The person who signed us up is no longer a worker there and the store is under new management I would like to get my money refunded and my packages refunded and the membership cancelled if I am unable to use the credits as i was originally told i would be able to its Turing out to be a gimmick. The grant ave location /stores new owner is **** ****** and the person who signed us up for ******* ******** who no longer works there. With 7 credits and paying additional ****** cancel fee is unacceptable and it really screws over the customer.