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          Business Profile

          Spa

          Hand & Stone Massage and Facial Spa

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Spa.

          Complaints

          Need to file a complaint?

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          File a Complaint

          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            09/13/2024

            Complaint Type:
            Customer Service Issues
            Status:
            Answered
            The manager at the *************** location. Yesterday she disctivate Ny account with no regards or offer any alternative. I am looking for a representative of the headquarters from **** and Stone to call me. She was nasty

            Business response

            09/13/2024

            I am writing in response to the complaint filed by ***** regarding her membership at Hand & Stone Massage and Facial Spa. We sincerely apologize for the inconvenience she experienced and appreciate her bringing this matter to our attention.


            Upon investigating her account, we discovered that due to a system error, Aymee's monthly membership payments were not being processed as they should have been. To resolve this issue, I have personally reactivated her membership and ensured it is fully operational moving forward. Additionally, we have waived the standard enrollment fee as a gesture of goodwill.


            Moving forward, Aymee's membership will be $79.95 per month, with her first payment scheduled for October 13th, 2024. To further make up for the oversight, we have added a complimentary service to her account in the form of points and restored any points that were previously removed.


            We appreciate Aymees feedback and are using it as an opportunity to improve our services and processes. We are confident this resolution will enhance her experience with Hand & Stone, and we welcome any further questions or concerns she may have.


            Thank you for your assistance in resolving this matter.

          • Initial Complaint

            07/07/2023

            Complaint Type:
            Product Issues
            Status:
            Answered
            I received a gift card as a baby shower gift in March of 2021 from my work colleagues. Due to my high risk profile and Covid concerns, I didnt try to use the gift card until June 2023. When I click on the link for the electronic gift card, I receive an error that says permission denied code ****. When I called the location near me, I was told that the systems had changed and my gift card couldnt be found or had expired.Hand and Stones website clearly states Online Gift Cards have no expiration dates.Ive contacted ******************************************* three times and also left a voicemail with someone in this department at corporate and have not received response. Im simply asking that the link to my gift card be restored or that the card is replaced.The webpage error that I receive when I click on the gift card link is attached.

            Business response

            07/07/2023

            This complaint was accidently submitted to the wrong location. We are an individually owned and operated franchise. This transaction was online and the corporation is subsequently responsible for this. However, I called ****************** and assisted her with locating the gift card in our national database. I provided her with the gift card number which is active and has a balance of $200. I called the location nearest her to ensure that they were also able to see the gift card. A representative name ******* said she was going to call her and get her booked for her service. Sent ****************** a follow up email (attached.) 

             

            Thank you! 

          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. ↩

          BBB Rating & Accreditation

          A

          This business is not BBB Accredited

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          Contact Information

          1829 S University Dr

          Davie, FL 33324-5805

          Visit Website
          (954) 472-2288

          Customer Complaints Summary

          2 total complaints in the last 3 years.

          1 complaints closed in the last 12 months.

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