Complaints

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I joined their monthly membership where you pay $69.95 per month to receive a monthly service. I loved going there, it was convenient to my home at the time and my husband bought me an additional $400 in gift certificates to that location. We moved from the area in February, 2023, so I asked them if I could cancel my membership. They said "yes, but we still have to charge you one more month". Even though you're moving. I think that's unfair to charge people AFTER they terminate. However, the person at the desk told me that I could use the $69.95 at any Hand and Stone location (if there was one in my new town). I thought that was a good compromise. After getting settled in my new home, I called to make an appointment at a local H&S and there was no credit. I called the *********** store and they said "well those expire and yours expired in May". 1. No one told me they expire. 2. The receptionist asked her manager to make it right and the manager said - too bad. It expired. There's nothing we can do (which I find hard to believe) and 3. They have my money, but I don't get a service? They can't give me my $69.95 credit back? This is a TERRIBLE way to do business. 1. They charge you an additional fee *after* you terminate your membership (what if I wasn't moving to a place that had a H&S location? I'm just out that money)? and 2. it expires but no one told me? Again, Hand and Stone gets to make money off people without providing a service. Isn't that like stealing? Why can't they just give me my credit to get a massage? Or refund my money? Maybe I'll consider joining again? But NOPE, they just want to keep my money and give me nothing. Very disappointing. Especially after spending EXTRA money for gift cards and retail items. TERRIBLE WAY to treat customers!

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