Just a warning to all... do not get wrapped up in an $80 membership for monthly services because it…read moreis impossible to get out of without continuing fees and runaround from the manager, Katie! I asked for my membership to be cancelled in early April 2026, but was told I would lose my 3 credits on file ($240 in services) if I cancelled at that time. I was offered a "freeze" option for 3 months (May-July) to allow me to get caught up on using services, and then I could cancel after that time. I was told there would be a $10 monthly fee for this freeze, but nothing more would be charged until August if I wanted to continue my membership at that time. I scheduled to use my 3 credits in May 2026, but was called an hour before the appointment to cancel one of the services that I had transferred to a friend to use that day. So after using 2/3 services, I was told I still had one credit to use during my freeze before cancelling my membership. Due to a major car accident, injuries sustained, and recovery, I could not schedule to use this final service in June-July. I scheduled massages for me and my daughter on 8/1/26 to use my 1 credit and paid for my daughter's introductory massage (another $80). Once we were done, I again told staff I wanted to cancel my membership, which I was told could not be done that day (on a Saturday), and they would have to let the manager know to call me to confirm cancellation. I was told she would be in on Tuesday, 8/4/26. On 8/3/26, there were fees taken out of my account for $80, $10, and another $10. So I called to speak to the manager on 8/4/26, and spoke to a very kind and understanding woman named Alyssa about the situation. She said she didn't have authorization to refund the $80, and would have to get clarification from her manager on why all the transactions were taken out and my membership wasn't cancelled as requested. She said she would have Katie call me back, or call me back herself tomorrow when her manager is in. Alyssa did call me back on 8/5/26, and explained each of the $10 charges were for June and July freeze, and the $80 was for August to resume my membership. She said the membership has been cancelled as requested, but there is still another service credit I would have 90 days to use. I explained that I had moved, could no longer afford this trip 2 hours away, and there were no other Hand & Stone locations near me in rural northern MO. I asked if I could be refunded the $80 since I've been trying to cancel my membership since April, their staff cancelled one of my services last minute in May, and the problems had been on their end and not mine. Alyssa again said that could only be approved through Katie, and she apologized that Katie had not called me back. She said she would give her another message to call me back to discuss the circumstances, and Katie would be in the following day. I never received a call back, and decided to check my Hand & Stone app the following week. My app still showed an active membership with the next $80 payment to be taken on 9/1/26. I called to speak with Katie directly on 8/20/26 due to the unresolved concerns. I spoke with the staff who answered the phone, who again was very kind, understanding, and apologetic of the situation. She said her manager was in, and she would go talk to her. She got back on the line to relay information from her manager that my member ship was cancelled, the last payment was the $80 for this month, and I had 90 days to use the one credit remaining. I told her that was my concern... I didn't want the new credit for services, and I wanted the $80 reimbursed since my membership was supposed to end on 8/1/26 as I had been trying to do for months. She said she would tell her manager I needed to speak with her directly, and she put me on hold again. Katie finally got on the line and was rude and short from the start. She said my membership has been cancelled, and she is unable to give refunds to just anyone for any reason. I let her know the refund was requested due to the misinformation, cancellation, and errors on their part and not my own. I explained every issue and complication, and told her I just wanted this membership to be done with my $80 reimbursed and the additional credit gone. I told her I paid for a service on 8/1/26 that I would have just used the credit on if I had known it would be this much of an issue. Katie tried to tell me the two $10 charges were due to my card not being charged during my freeze (which were pulled from my account on 5/4/26 and 6/1/26), and the $80 charge was for May. I told her there should have never been an $80 charge from May since I was on a freeze during that time that began on 4/6/26. I remained polite but assertive about the concerns, and let her know this was ridiculous and deceptive practices. She denied that her staff would have told me in April that I could cancel after using the 3 services, said I signed the freeze paperwork, and then hung up on me.
