FaceGym Reviews 131

Very friendly and welcoming team who went out of their way to help me in the best possible way. Great customer service and a lovely atmosphere — highly recommend FaceGym!

Impossible to speak to anyone ahead of my appointment as there’s no phone number except a generic automated one that keeps you on hold. Really poor for a service of this price.

I traveled over an hour to get to FaceGym, excited to finally use a voucher my friends had generously gifted me. To my shock, I was told the voucher had expired just one month ago. There was zero flexibility or compassion shown - I asked for an extension, and all I was told was to contact customer care.

I did exactly that, only to receive a cold, generic response saying they "don’t do that" and wouldn’t issue a new voucher. I followed up a second time and was completely ignored. What’s worse is that nowhere on the voucher did it state a one-year validity period. When I raised this, they told me I “should have read the T&Cs.” Seriously?

This is the opposite of customer-friendly. A gift from my friends has gone completely to waste, not because of my own neglect, but because of FaceGym’s inflexible and dismissive attitude.

Extremely disappointed and will never return - neither will the friends who gave me the voucher, 5 customers lost in one day. If you value basic respect and fair treatment, I suggest you look elsewhere.

Have been a longtime member and the staff in-store are amazing, but the changes management made by getting rid of the front of house and making everything automated has been terrible.

You now can’t get ahold of someone if you need to change your appointment or are running late.

The longer term issue of the consultation form being out of date is even worse now. It still has information about Covid on it and more importantly doesn’t tell you if you cant have the treatment based on the information you enter, even if you fill it in long before your appointment.

I went in today only to be told I couldn’t have the treatment i’d booked because of other treatments I’d had to my face since my last appointment. The team were great about rescheduling it but regulars and new clients alike should be told whether or not they’re able to have the treatment when they fill out the form rather than when they show up to the appointment!

It’s a waste of clients time and money and it isn’t fair that the team in-store have to deal with the fallout of unhappy customers when it’s not their fault. If you’re truly trying to offer an automated customer service product- you need to do the whole process better!

Failed to honour their welcome discount for an appointment at one of their SpaceNK branch because they “didn’t have the codes available to scan.” Neither FaceGym nor SpaceNK said anything until AFTER the facial and it’s time to pay. Customer service temporarily fixed it saying they’d apply the difference in credit to my next appointment. Then when I emailed to have it applied, I was told I wasn’t allowed because it wasn’t my first appointment and FaceGym refused to listen when I tried to explain and sent them email chains where they had promised this. Just the worst company to deal with, they make their customers think they’re the problem when it’s this own incompetence and internal lack of communication. DO NOT GO

The subscription is a con and a trap!

The only membership I have ever had which won’t allow you to give notice until after the last day of your 2 months period so it essentially forces you into a third month.

The staff in my local FaceGym weren’t aware of this but hopefully they can warn off potential future customers.

I’m still trying to cancel my subscription as the app doesn’t allow you to, the website doesn’t work properly and the customer service only offers you a guide to do it yourself…which is pretty useless.

I feel conned and wish I would never have taken out this membership!

Absolute disgrace - make it impossible to cancel the membership which is illegal here in the UK. You need to submit a form for cancellation, Facegym come on keep up, it's 2025. Not mentioning the awful smell of the towels they are using in the studio and how unhygienic and dirty it is. For UK people facing membership cancellation issue - report it to Ombudsman, the only way.

The FaceGym I was gifted, brand new in a sealed box doesn’t work. Thinking it was a faulty charger, I can confirm it still doesn’t work after trying 2 new chargers from two different brands. After reaching out to the company and giving them the serial number, they said it was only guaranteed 1yr and it was too old for them to do anything. Their customer service is extremely bad and they obviously do not care about their clients. Avoid at all costs and use NuFace if you’re looking to purchase this kind of sculpting device. NuFace care about their customers, not like FaceGym, who seem to care more about just selling their product, even if they have been informed it’s faulty. FaceGym just don’t care!

I bought a very expensive item from FaceGym (at least in my opinion it was very expensive at the cost of circa £450)….a Medi Lift, which is an electrical muscle stimulation device for the face muscles. It worked very well, but only for a short while….the EMS has lost all power. I have now been informed that they no longer sell this item and are unable to do any repairs or exchanges. So that’s it….I have to dispose of an item I have owned for less than 3 years. In addition, I bought the eye mask version….absolute rubbish.

Stay away from this company.

It is absolutely impossible to speak to anyone. There are no phone numbers only a generic email that then responds with generic responses.

This is terrible customer service for what should be a very high class service.

Great experience ! I visited the King cross site and Gabrielle was my therapist, who was pretty knowledgeable!

Felt less tension in the jaw area after the treatment, some visible lift especially in the frontal area.

The only small issue, the place was a bit cold

Hear about FaceGym from friends, gave them a try and left feeling so relaxed and looking 10 years younger according to the Mrs.

Will be back, thank you so much!

I was honestly upset and disappointed when I arrived to discover they’ve completely got rid of the reception area and all reception staff at coal drop yard!. I arrived for my confirmed appointment today, only to be told there was no record of it. With no reception staff on duty, another team member had to step away from their own client just to assist me. That’s unacceptable.

I use a wheelchair and have always appreciated how reception staff supported me—opening the door, helping me in and out of the chair. Today, I had to signal to another customer just to get inside. It was awkward and frankly embarrassing.

As a paying member, I can’t book online far enough in advance to secure appointments with the trainer I want, and now I can’t even be added to a waitlist. Removing reception may save money, but it comes at the expense of customer service, accessibility, and dignity.

This isn’t the experience I signed up for. I felt like an afterthought, not a valued client. Please pass this feedback to head office—I genuinely hope they listen and make changes before more members feel forced to leave.

Really wanted to say a huge thank you to Madeline in your Customer Experience team for taking the time & effort to craft an incredibly personalised & configured response to my enquiry around FaceGym products & my own skin care.

It was super helpful & I ended up ordering all the products they recommended.

I would go as far to say that has been the best customer experience response I have ever received across any type of product or service offering.

1) Breach of contractual terms: I purchased facial packages (totalling 14 sessions) which were subject to no expiry dates. Without any prior communications, Facegym had decided to stop accepting pre-paid package credits.

I was only made aware of the situation when I called up the clinic to make an appointment, at which point customer service offered me an extension of 7 days to use up all the credits. It is entirely unreasonable to expect 8 facial appointments are booked within a week.

2) Tricking customers to commit upfront payments: Facegym proceeded to offering a store credit refund, however this excludes any complimentary sessions (4 in total) that came with the packages. Essentially tricking customers to commit money upfront and later taking away the benefits sold to them. Not to mention the price of the facials have skyrocketed recently, it means what should have been 6 sessions remaining can only afford me 1 full session today.

3) Abysmal customer service: It has been the most infuriating experience dealing with the team – no customer service phoneline and the email responses are mostly ‘copy & paste’ responses. No apology for the zero communications on the package expiry dates from them in the first place.

How a global business can operate so dishonestly is beyond me (I’ve seen others having similar experience with the memberships), management is clearly in trouble to allow such immoral practice…

I have had an excellent workout and customer service experience at FaceGym @ Kings Street. My favourite of all time has been Aroosa and recently had a best workout experience with Yasmin. Her strokes are so refined and slithers like a snake through the face when massaging the aging points. The girls are young and bubbly and always make u feel special. Go Kings Street Team Go” Kkep it up

It is 1 star for customer services, totally useless and unhelpful. Waiting a long time for a reply with no solution. It's a shame because the treatment and the service in the salon was great, but the experience was so bad that i will never go back there.

The most negative experience I have ever had with a membership service. They purposely didn’t respond to my request to cancel my membership for over a month and charged me anyway. I paid £80 without having used the service and having asked and chased a month prior.

Wow! My first experience at FaceGym and was looked after by a very knowledgeable Gabrielle at Kings Road. What a fabulous experience. My skin and face the next day looked brighter and less tense. Have already booked next session!

Awful customer service.
Took out membership. Used it a few months then one month was too busy with work and was not allowed to roll credit over. £80 given to them without any service.
Then tried to cancel membership. Unable to do on the app, unable to do over phone, unable to do at a Face Gym, wrote to them, they took almost a week to respond. The response:

Thanks for reaching out re cancelling your membership; we are sorry to see you go.

To cancel your Membership, you must complete the Membership Changes Form at least fifteen (15) calendar day(s) in advance of your Membership Charge Date, following the completion of your Minimum Term (2 months).

Once we have received the form, a member of our team will confirm your membership has been cancelled via email from the memberships team and you will then receive an automated confirmation from our system on your termination date.

Awful con membership. Avoid