Hand and Stone

I was supposed to have five active gift cards, but I have discovered that one of the gift cards is missing from my account. When I inquired about the missing gift card, I was informed that it had expired. However, at the time of purchase, I was told that the gift card had no expiration date and could be used anytime.

Moreover, I reached out to the manager, Katie, for assistance, but I was informed that the location where I purchased the gift card was handled by the old management team, and it was not their responsibility. This is concerning to me as a customer, as I believe that Hand and Stone should take responsibility for all transactions, regardless of the location or management.

I am disappointed that despite several attempts to escalate this matter and resolve the issue, no action has been taken to correct the situation. I urge you to take prompt action to investigate this matter and refund the value of the missing gift card to my account. As a loyal customer, I expect Hand and Stone to uphold its commitment to excellent customer service and satisfaction.

In response to point #1: [redacted] and his wife came in for facial servicesThey asked about upgrades before their services and we explained to them that our Licensed Estheticians can offer specific upgrades based on their skin typesBoth chose to upgrade in their service (this is an every day occurrence and our staff knows to tell clients of the difference in price for each upgradeWe have never had an issue in the past)Both clients came out to pay for their services and claimed that they never heard about an additional fee in the treatment rooms (one of the Estheticians asked the front desk about specific pricing of services before offering them to the client so she could tell him the correct pricing)We waived out the $fee as a courtesy for [redacted] wife, however we asked that he pay the $for his service because the Esthetician came out to confirm the pricing so we know he was toldHe demanded that we barge into his esthetician's room while she was in a service with another clientWe explained to him that we could not do that and he got angryHe also attempted to walk out without paying for his service and we explained that he could not do thatHe then signed his credit receipt with an "X" and exclaimed that he was just going to file a chargeback with his credit card company anywayIn repsonse to #2: [redacted] and his wife were using [redacted] Gift Cards, which state on their website that they can not be used for introductory offers at any spas that accept themOur Introductory offer is priced at $and our pricing for non members starts at $Although it was their first time, we explained to them that we could not use their gift cards toward an introductory offer on their visit because of [redacted] 's policies, HOWEVER, they could still take advantage of an introductory offer in the futureThey were never denied this offer

*** *** put his membership into a Freeze Mode in Dec for months for $per month instead of his $monthly membershipHe was allowed to do this for medical reasons and it would give him the ability to use his membership ad any services he had accumulatedHis first payment
for $on Dec15th went into suspend due to a declined credit cardHis payment for $on Jan 15th was also declined and then his payment for $on Feb 15th declinedHis account was in suspend for monthsWe call our suspended members ever week to update their cc informationHe disregarded all calls to bring his account currentAs per Mr*** signed month to month contract, he did not have to stay a member and could have cancelled his membership at any time with days to use any of the services accumulated in his accountHe chose to freeze his membership instead, agreeing to pay the freeze fee and then defaulted for consecutive monthsMr*** was given an appointment in the Alllendale locationAfter his appointment he was asked to please update his cc information and pay for his defaulted months so that he can stay an active and current member, able to use all of his servicesHe threw a temper tantrum in the spaHe was asked to please leave and wouldn'tHe was yelling at and my front desk staff and meHe disturbed my clients waiting in the lobby I had to call the Allendale Police department for him to leave the premisesThere is now a police report on file about Mr*** and he is banned from coming back into the Allendale location

Complaint: [redacted]
I am rejecting this response because:The response was highly dramatic and quite untrue. Where did I exactly request to “barge” in? I just wanted confirmation that I was told about the charge - no need for dramatic vocabulary.  Also I tried to walk out? Really? If I  had tried that then how did they get my credit card to scan? Perhaps they can check their cameras which show me handing over a card. Nevertheless the claims about extending the offer are lies and just a con to try and up sell their memberships. It’s clear how the staff is incentivized there and the attempts to sell membership are desperate. in the interest of using dramatic vocabulary - their behavior is simply disgusting  My my wife and I can both validate the inaccuracy of the response provided by hand and stone. 
Regards,
[redacted]

In response to point #1: [redacted] and his wife came in for facial services. They asked about upgrades before their services and we explained to them that our Licensed Estheticians can offer specific upgrades based on their skin types. Both chose to upgrade in their service (this is an every day...

occurrence and our staff knows to tell clients of the difference in price for each upgrade. We have never had an issue in the past). Both clients came out to pay for their services and claimed that they never heard about an additional fee in the treatment rooms (one of the Estheticians asked the front desk about specific pricing of services before offering them to the client so she could tell him the correct pricing). We waived out the $20 fee as a courtesy for [redacted] wife, however we asked that he pay the $40 for his service because the Esthetician came out to confirm the pricing so we know he was told. He demanded that we barge into his esthetician's room while she was in a service with another client. We explained to him that we could not do that and he got angry. He also attempted to walk out without paying for his service and we explained that he could not do that. He then signed his credit receipt with an "X" and exclaimed that he was just going to file a chargeback with his credit card company anyway. In repsonse to #2: [redacted] and his wife were using [redacted] Gift Cards, which state on their website that they can not be used for introductory offers at any spas that accept them. Our Introductory offer is priced at $59.95 and our pricing for non members starts at $99.95. Although it was their first time, we explained to them that we could not use their gift cards toward an introductory offer on their visit because of [redacted]'s policies, HOWEVER, they could still take advantage of an introductory offer in the future. They were never denied this offer.