ComplaintsforHand & Stone Massage and Facial Spa - Columbus
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/13/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
I have been calling to cancel my membership for 5 months. Their in store associates refer to the phone number that leads no where. The cancellation process is convoluted, seemingly designed so members are unable to get ahold of someone to cancel. I have emailed them explaining my dilemma. I get no responses. I emailed them last month stated I expected my funds for this year returned to me since I have been trying since this past October and for my membership to be cancelled. This morning I received another debit from my account. This is an unacceptable practice. $580.08 has been debited from our account this year. I expect this refunded. I expect my membership to be cancelled. I would like to see their practices fined or changed as the internet is filled with complaints exactly like mine. I included screenshots of last months email to them.Business response
04/26/2023
***** *******, manager of the Hand & Stone at Polaris, contacted complainant the day this complaint was received. We determined that he was contacting the corporate office, not our spa. My understanding is that he acknowledged he was contacting the wrong party and that this issue has been resolved. He indicated to Ms. ******* that he would contact the BBB to withdraw his complaint. It's not clear that this has happened.
*********** ** ******
owner/operator
Customer response
04/27/2023
I accept the business's response to resolve this complaint. Since getting in touch with their branch manager I have had nothing but positive communications. They have shown a sincere concern to my issues. I am disappointed with their corporate office direction of services, but this branch has resolved any issues I previously had.
Regards,
******* ******
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Contact Information
Business hours
Today,9:00 AM - 9:00 PM
| MMonday | 9:00 AM - 9:00 PM |
|---|---|
| TTuesday | 9:00 AM - 9:00 PM |
| WWednesday | 9:00 AM - 9:00 PM |
| ThThursday | 9:00 AM - 9:00 PM |
| FFriday | 9:00 AM - 9:00 PM |
| SaSaturday | 8:00 AM - 8:00 PM |
| SuSunday | 10:00 AM - 6:00 PM |
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.