Hand & Stone Massage and Spa
reviews and complaints

I purchased an online giftcard for a Christmas present for a friend. When I purchased the card, I checked the Madison location's website to see where it was. It said nothing about being closed and/or going to be closing in the future. When we went to book an appointment with them to use the giftcard, we called the number and it hung up on us. When we checked the website, it said the location was permanently closed. I have called the customer service number several times and do not receive a call back. I have called other Hand & Stone Massage and Spa locations to see how to go about receiving a refund. They have sent in "help tickets" and talked to their "district managers" and I have not received any calls, texts or emails back. I scheduled a phone call with their franchise company that was listed for potential franchise owners. When they called me today, I explained the issue, the person who contacted me - a representative - was very rude. She told me basically they are not responsible for giving me a refund. It would be the franchise owner of the Madison location. She could not tell me who that owner was. I cannot find that information anywhere. She again told me to contact the customer service number I have called and left messages on several times to no avail. She also told me "at least you are only out $91+ and not the $8,000 the franchise owner is out for a failed business." I simply want my money back for a giftcard that I cannot use. I purchased the card on 12/18/22. The amount was $91.94. It was purchased as a gift from me for my friend. I purchased it online.