FaceGym Avis 143

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…

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!

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