FaceGym Reviews 131

Appalling customer service. It took over a week and chasing by email to get a reply from FaceGym on an error signing up for a membership. Despite repeated requests for technical help with my membership and to escalate the matter to someone more senior, basic instructions were either repeated or I was told they were a 'small team'. This lasted for almost three weeks. For a brand that purports to be a luxury experience, I was left to feel like they did not care at all about me as a customer. The resopnses were rude and brisk, even telling me if I'd emailed earlier the week prior the membership would have been cheaper but this was now 'not possible' (how that was meant to assist, I don't know). Looking at the many negative reviews, I am not the only one. I would not recommend at all.

I activated my membership with FaceGym sometime early 2024. After a few months I needed to take a break and asked them to freeze my membership in Oct 2024 which was allowed by their terms of service. They took me through hell. I asked to cancel at the studio, they told me I needed to send an email. I emailed them, they said I needed to fill out a form. I filled out a form but didn’t get a response for days. Eventually, I got sick of this back and forth and sent them an email on Oct 3, 2024, requesting to cancel my membership altogether.

Two months later, in Dec 2024, I decided to give FaceGym another chance and activated a new membership. Before activating the new membership, I logged in to my FaceGym account to make sure I didn’t have a membership. FaceGym never responded to my Oct 3, 2024 email, so I wanted to be sure. No membership was showing on my FaceGym account in Dec 2024, so I activated a new membership.

In Jan 2025 I got two consecutive charges from FaceGym of on Jan 19 and 22. Turned out FaceGym activated the new membership while also reactivating the old one without my knowledge and started double charging me. I checked Dec 2024 charges and realized they charged me twice in Dec also.

I tried to reason with them and asked for refunds, but they’ve been rude and difficult and basically told me that double charges are in line with their policies. How can that be the case though? How can a person have TWO memberships at the same Gym? Why did their system even allowed me to start a new membership if I supposedly had a membership already?

This is clearly a scam. I refuse to support their illegal activity and will not be going to their Gym any further and request to refund the Dec 2024 and two Jan 2025 charges. I did go to their Gym once in December, so I’m only requesting one refund for December (the duplicate one), not both.

I wish I read the reviews before signing up.

Almost impossible to get a booking at a time and location that works for me leading to me not being able to use my credits in time.

I also had an issue online where it wouldn't allow me to use a credit against the date I wanted (despite it being within the month I'd paid for). When I contacted customer service they advised they didn't have my email on file, so I had to send screen grabs to prove. The back and forth didn't resolve the issue and has led to me missing the slot that I wanted to book and therefore another month paid and wasted.

I tried to cancel my membership a week and a half ago. I have emailed multiple times but heard nothing back. I’ve also called the store to try and get them to help but they told me that all I can do is send an email. The membership feels like a scam. My 1 star review is purely for the customer service, not the treatment. Hopefully this review will prompt a customer services rep to pull their finger out and get in touch with me.

This very low rating is entirely because of their customer service. They use the WORST chatbot/AI as a first line of response and by the time a real person sees your request, a small issue has ballooned to a much larger one.

Cancelling a membership is also a very difficult and is the next thing I will be doing after sorting out a small issue that would've been resolved in minutes by any other online service or store.

Tha facials are good and I have always had a good service although the time on your appointment isn't always what you receive. I have never had a treatment that worked out to an hour (outside of required paperwork) and I've always had to wait past the start time of my appt to even start the process. Average *actual* treatment time per session is around 40 minutes.

I bought the Facegym protool. I saw okay results from it but the problem is the warranty. It is only one year and my protool has become weakened. Trinny also commented about this on a YouTube video. Obviously it is a manufacturing problem. For £633 $1400nzd device they should have a life time warranty. One year is ridiculous! It comes in a paper box. Packaging is terrible. It is a complete rip off. They are telling me there is nothing they can do about it so now I have just wasted all that money! My advice is don’t buy devices from anyone without a lifetime warranty. Even then a lot of these unqualified places don’t adhere to the warranty. Don’t waste your money.

I bought the Facegym Pro tool. It’s useless. A complete waste of money. I put this review on their site weeks ago but it’s not been published! Very dishonest. If you solicit a review - which they did then you must publish all and not ‘cherry pick’.
Avoid this product.

OK facials but the membership terms are too restrictive. Customer service very poor and just keep repeating that its all in the terms and conditions. As others have said they require 15 days notice of cancellation.
My nearest location was Selfridges where the treatments are carried out in the middle of the shop floor which is hardly relaxing - will use the money to get a treatment with a local independent practioner

Literally the worst customer service experience ever. They will literally be nice up until you need customer support from them (regardless of whether you’re a new or old customer) All they will do is tell you to email their customer service email then ignore you for weeks and reply coldly with no resolution whatsoever. Clearly all they care about is getting money out of you. Extremely disappointed and will never think to become a member after this experience again. Bye FaceGym! You’re not the first or last Facial clinic in the world!

Had a Signature Sculpt workout yesterday with a Peel and mask booster, it was great! + Aroosa in Kings road was a great trainer, would definitely recommend

Excellent customer support

Impossible to speak to someone when you call the studios. I've been trying over a week now, no one answers the phones. They are not getting back to my emails either. Horrific customer support

Madeline was incredibly helpful and responsive and helped straighten out a miscom regarding my membership which I thought I had cancelled and as it turns out, had not. Very grateful for her ongoing help, problem solving attitude, generosity (in waving a fee) and bright, positive correspondence throughout.

Thanks so much for everything and I look forward to visiting Facegym again very soon.

Till then!

Lily

Interensting that a lot of the negagtives are for the same reason as me. I loved the actual treatments and Almaz at Notting Hill is phenomenal. Having had an error where a booking over the phone at Kings Cross was booked incorrectly I understood accidents happend and although I didn't get the treatment I had booked due to their error I am a gracious person and let it go. However my business partner and I have a membership and we always end up needing to pay more each month. So when she booked a treatment on the 8th understanding it was as the last day of one month cycle only to discover later that they counted that as the first day of the new cycle and disallowing it to be credit to the previous month I just didn't want to give my money to a company like that. I had written and explained that this was a misunderstanding that she had been paying for months and so could they as a one off for her have it count as she understood it for the previous cycle. Very short sighted of them to say no as we spend a lot between the two of us each month. However when i have shown and extended grace I refuse to pay a company that cannot do the same to loyal customers. Despite thinking Almaz is amazing I will be taking my business where it will be valued.

Great experience, friendly staff and a nice atmosphere.

As a member I booked a workout on a specific day for a specific event. It was cancelled by them less than 2 hours before my appointment due to one of their staff being sick that day. It was not possible to move to another day at their request due to my commitments. They offered me a 'complimentary' workout which of course isn't complimentary as I pay for it in my membership! I've left messages for the shop manager to call me and emailed customer service but to no avail. I have asked which trade body they are affiliated to but no answer.
I have been a customer since they started however I shall never use their products or services again.

The membership feels like a scam. Hard to get appointments on weekends, yet they don’t allow you to roll the credits if no slots are available. So you end up paying for something you can’t use. Absolutely appalling customer service, with no phone number and long wait times for email reposes. I tried to explain the situation and they just kept sending me the link for the T&Cs. They also wanted to enforce a 15 day cancellation notice period from the date of their reply (rolling me to a new payment month), which felt like a trap. I suggest staying well clear of the membership which feels like a money grabbing scam, and don’t allow them to keep your records on file as it’s impossible to delete.

Do not buy this product if you expect it to last more than a year. I bought my Facegym device about 18 months ago. After about 15 months of using it regularly the probes started to wear. They turned a rusty colour which then wore off to reveal white plastic. When I contacted Facegym I was advised to stop using as it isn’t safe. Also, that they were unable to assist with a replacement or repair. I am astounded that a device costing £600 plus has no after care service. It’s not worth the money.

Amazing treatment from Alex in StJohns Wood studio, also the customer service was just excellent. My gift card expired almost a year ago, but after sending an email to the support they granted me another month and a half to use it. Very friendly and customer centric. Thank you guys