ComplaintsforHand & Stone Massage and Facial Spa

• Initial Complaint

  04/27/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I have had a membership with hand and stone for about 2 years, which started great at this location. I moved away and had no close spa, so I paused. Since moving again, I have tried two locations which were either not up to my cleanliness standards, or the staff and therapists were not good. I submitted complaints on the website twice and specifically selected the follow up button but never received follow up for any response. I want to cancel but my cancellation form is not reflecting the additional service charge or package I was charged right as the form was sent. I asked twice for a manager to email it call and have been told “absolutely” only to be ghosted. I feel like I’m trying to escape a pyramid scheme trying to get out of hand and stone. They need to reevaluate their practices from a corporate standpoint because the franchises are failing to maintain the experience. After my poor experiences at other spas I want my service packages refunded because I do not live close to wyomissing any more and don’t feel comfortable continuing to try and find a good experience at these spas.

• Initial Complaint

  03/16/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Since December 27, 2022 I tried calling and canceling my membership. I was told a manager had to approve the cancellation. I requested and immediate cancellation since I couldn't get into the store. January 2, 2023 ******* left a very faint voicemail saying she was calling me and to return her call. I was told a manager will contact me. When manager called me she tried to talk me into additional charges and signing a form for additional charges. I refuse to sign anymore paperwork as my letter explaining cancellation should be sufficient. I do Not authorize any further charges to my account. I do not want anymore emails. I asked to use veterans benefits through the VA ********* **** and my request was denied. I found a professional medical provider that will work with VA so I will no longer be participating in services from Hand & Stone Wyomissing. I expect a letter of confirmation and no more attention of billing or emails from Hand & Stone Wyomissing PA

*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. ↩