FaceGym Avis 143

I had a very disappointing experience at the FaceGym studio in Selfridges Trafford Manchester. The trainer was running late and I was seated immediately after the previous client, who had visible severe skin issues (not a candidate for treatment in my opinion) The chair head rest was only briefly wiped, and the metal gua sha tool and electro-frequency device weren't sanitised raising serious concerns about hygiene and cross-contamination.

I raised this with FaceGym afterwards, but my concerns were rudely dismissed rather than addressing what I actually observed during the appointment.
This experience has completely undermined my trust in the brand, and I will not return or recommend this location.

I've been to FaceGym twice and had the "hands only" facial workout and the hybrid of hands and EMS sculpting. It's fast and very effective. It's not cheap but the results are instantaneous (I also did the hydration restoration add-on which has transformed the texture of my skin). I had a slight face ache for about 24 hours after but it's just a sense of the muscles having been stimulated, not actual pain, and my jawline looks awesome. The Coal Drop yard location is a bit more chilled than the Selfridges concession where you are basically having a treatment on the shop floor. Siobhan at Selfridges is a gem though, knowledgeable, skilled and lots of fun. All in all, would recommend and will be going back.

I went for a facegym workout as a treat for my birthday and it was the worse decision ever, after the session I felt pain and bruise in my cheekbone and jawline. The day after I started noticing imbalance in movement and ended up by a severe vertigo at night. The next morning I went to GP and was diagnosed with BPPV which are calcium crystals that were moved in the inner ear and the doctor said the exercises could have triggered them, I'm now under medication and exercises to correct this, NEVER AGAIN.

Not recommended

Horrible customer service.
Much of the 'workout' time is taken up with a consultation, even if you have been before.
Got given a gift voucher and couldn't use it in time, wouldn't extend it even by a day. Impossible to speak to customer services - all automated responses on email. Facials aren't very good - it's a gimmicky chain

FaceGym is a complete scam. You sign up for 2 months and then there is no way to cancel on the website or app (even though they claim there is). When contacting via email, they just sent an AI generated response telling me how to cancel, by ‘hitting cancel’ on the membership page… yet there is no ‘cancel’ button to ‘hit’. Avoid like the plague or pay as you go.

I wanted to leave a note of appreciation for the incredible support I received from Kate. From the moment I reached out, she was warm, patient and genuinely willing to help. She took the time to understand my situation and went above and beyond to find a solution, even though what I was asking fell outside of the usual policy.
Her empathy, professionalism and kindness made such a difference, especially during a stressful time for me. It’s rare to come across customer service that feels this human and thoughtful. Kate made me feel heard and supported throughout the entire process.
I’m truly grateful for her help. She’s an asset to the team, and my experience with her has made me even more confident in choosing FaceGym.

I went to Face Gym in Covent Garden, London on 2nd December, and since then my jaw has been swollen and painful. My right-side gums are inflamed and even started bleeding.

Now, I can’t book another session because I need my face to heal, but they will still charge me for the second month—this feels like a con. I strongly advise not to go to Face Gym and not to sign their membership.

The staff are not properly trained. I’ve contacted others who have experienced serious, long-term issues, consistent facial pain, or adverse reactions. Their customer service is terrible—they blame clients for problems while refusing to acknowledge that their staff lack proper training.

I explicitly mentioned on the form that I have a dental crown, yet the therapist applied deep, hard pressure and continued even after I asked her to stop.

This company’s practices are unsafe and misleading.

I bought 4 of their most expensive tools. They are quietly discontinuing them. One is the faceshot, a needling device with refill needles, now I have to throw it in the bin because they stopped doing the refills. When I told customer service this wasn’t really ok, they ghosted me. Avoid

My wife had a treatment here and was left with bruising
Also the lady who advised her said it was a non invasive facelift
What a load off bs

want to give special thanks to Claudia at the FaceGym branch in St John’s Wood. She was absolutely wonderful- professional, kind, and incredibly skilled. From her attitude to the way she performed my workout, everything was perfect, and I truly appreciate her care and expertise.

Although I’ve had a very disappointing experience at FaceGym Selfridges and found their customer service over email quite frustrating, I must say that my sessions at the St John’s Wood and Canary Wharf branches have been the best by far.

Terrible company.

My daughter and I were bought a voucher each at Xmas as we had admired the Facegym while in Selfridges at Manchester.

When I tried to book the appointment I was told that Facegym vouchers cannot be redeemed at this concession.

I live in Cumbria! - so had no other choice than to book the appointments in London.

Upon arrival I was not impressed with the location. Harsh lights, pumping music. The staff were rude and pushy in respect of ‘add-ins’. Ultimately, they refused to carry out the facial on my daughter stating the her acne was too active. She felt humiliated and upset. She has some under the skin congestion only.

The irony, that you only attend this shop if your skin is already perfect!

My facial was mediocre at best.

Save your money. I would not spend another penny with this company.

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!