FaceGym Avis 143

MCR/ UK Branch

I have been a long term user of facegym, getting on average monthly or every other month ‘workouts’. I’ve spent a significant amount of monies with the brand and the staff on site know me well enough to speak freely with and around me.

I attended for a usual workout at the only North ‘gym’, in Selfridges, and was horrified 10 mins into my session for a live DJ to commence his set.

I was trying to relax with;
•the extra loud store chatter/ customers
•the usual Selfridges radio playing
•the obnoxiously loud DJ, and
•trying to listen to my therapist.

For a person neurodivergent -this was hell! My therapist was actually having to semi shout to be able to communicate, as was the therapist next to me with her client. They were both complaining and also highlighted at the ridiculousness of the store radio still being on.
IT • WAS • AWFUL

I complained to the manager when she was next on shift, and it was dismissed. She offered me a mini treatment that I didn’t want and have never gotten for this reason, as her gesture of will.. her mindset: accept that or nothing at all.
I complained to the store manager- who at the time of calling me had to remove herself from the beauty hall to speak, hear me and hear her thoughts (this was minus a DJ), and again I was told ‘tough’.

Being neurodivergent, that days experience left me poorly for the remainder of the day & following due to sensory overload and took 2 further days for my nervous system to readjust.

I requested a refund due to it not being relaxing, pleasurable and for how unwell it made me feel. It was refused and I was told smugly to take my complaint to an ombudsman.
The significant amount of money I spent at this desk, and them knowing factually it was an issue- I expected more from both of these companies.

I am disgusted that facegym would treat returning and loyal customers this way.
The new staff are pretty lazy as it is and dislike the manager. But it is notable what a toxic work environment and leadership is doing at this branch as it is filtering down to customers now.

I no longer recommend facegym mcr nor Selfridges for how both handle customers and their discrimination or lack of knowledge and understanding surrounding those with neurodiverse conditions.
JUST AWFUL!

Pushy sales , didn’t enjoy at all .

I had some issues with a device I purchased from FaceGym so I reached out to their customer experience team. They were extremely helpful and patient. I’ve rarely received such great support. My customer service representative, Madeline, went out of her way to reply to all my queries and ensured I got all the help I needed.

They cancelled my appointment 30minutes in advance while I was on my way to kings cross/London as if it was the most normal practice, not even offering a refund but just a not-specified discount for another booking. The reason for such last minute cancellation was that one of the 10 trainers available at the location called in sick for the day.
Given how strict is their cancellation policy when it comes to the clients, I find it unacceptable that they have no system in place to guarantee their clients the appointments booked weeks in advance in case their employees rightfully call in sick.
I had just started a subscription but I regret it profoundly as this policy seems to be standard practice and i prefer to give my money to more reliable businesses.

I’ve visited the Selfridges branch twice and about to book a third facial. Such a great experience; a nice change from a typical salon treatment. I also use the micro needling rollers at home. Would def recommend.

I ordered the face gym pro kit over a week ago and cannot find out when it will be shipped. No response to my emails. I’m ready to cancel order

Truly excellent customer service - kindly offered an extension to my giftcard when personal circumstances meant I couldn't use it on time

I booked for the first time then read the reviews, I very nearly cancelled but glad I didn't. I really enjoyed the work out, its strong and I noticed the effect immediately, Im over 50 so very pleased. I found the therapist to be lovely, explained everything and clearly enjoyed her job. I would go back

I love coming in for my Workouts!

Great Customer service experience

Madeline From the Face Gym team really helped me as I had troubles using my voucher and she sorted it straight away with no troubles. I was so worried as I thought I wouldn’t be able to book my face workout and she put my mind at ease straight away by resolving the problem!

Ordered Facegym hydrating active roller first time use pieces of the roller stuck to my face and left my face very dry not at all impressed.

SJW brunch: Trainers are great, but... Reception is generally very good apart from one rude person (she is new I guess as I have not seen her before, I've been a customer for many years). Customer service - a HUGE room for improvement!!!

If you don't care about reception/customer service part (important for me) - go for it. Alex and Julia are fantastic trainers and do amazing workouts!!!

Dreadful customer service. I asked to use my voucher on products rather than go to their awful salon which looks so awful. They said no. Who wants to sit in a place like this. Looks awful. Avoid.

I purchased the Medi Lift eye mask. Unfortunately I had to return the product as I had a reaction. The customer service was swift and there was no quibbles regarding my refund which was back in my account within a week.

I ordered a £60 hydrating active roller for my daughter-in-law for her birthday present. The box arrived so I opened the outer box and inside was the face gym, hydrating active roller box which I presented to her in front of the entire party to find it EMPTY!!!!!!!!!!!!
There’s no one at Facegym to talk to and nobody at any of the outlets wants to know apparently it’s a 48 hour response…but so far no one has got back to me. I am absolutely furious and how embarrassing that my daughter in law opened a birthday present and the box was empty???????

Disappointed with the customer service at their head office, which is a shame as my experience at the studio was decent. I don't have any allergies that I'm aware of and not had any issue with any facials/skincare in the past. Followed pre and post advise given by FaceGym, but the day after my first ever workout (Clean + Lift), I had a really bad reaction on my face and neck, skin was bumpy, red, itchy and burnt. Eyes and face completely swollen, small yellow pus spots all over face and neck. Called the studio for urgent advise on Friday morning, sent photos of the severity and was told the head office would get back to me with advise before the end of the day. Didn't hear back at all and ended up going to A&E as my symptoms were getting worse, was put on a course of antibiotics, steroids and antihistamine.

Finally heard back from their head office via email on Monday at 4.30pm! Despite calling, emailing and sharing photos of how severe and worried I was, there was no sense of care or urgency, just neglected by their "support" team. Was told it was possibly my own fault though I followed their instructions. In the end, I got a refund and gift card value refunded, but this was only after many persistent back and forth emails. They originally were going to give me the gift card back to redeem, kind of silly cos why would I use any of their products after a bad reaction. Had to share photos and ask for the money back as a gesture of good will to get my face fixed. Almost 3 weeks later and my skin barrier is still not fully healed and can't get back the cancelled/missed plans.

Great service from Madeline in the CS team. Super quick response and great outcome on assistance with a voucher. Very happy.

I put one Star ( as no choice for zero star) It is a complete waste of money. and I am pretty disciplined as far as exercise is concerned . You won't get a refund because in order to do so you must not have used it in anyway. Cumbersome to use and ineffective . Dont believe the hype. I have waited some time to write this review ( as I have better things to do ) but I would not recommend this product at all. It is just a gimmick. They must be laughing all the way to the bank.

I was given a voucher and was so looking forward to my facial. I had an awful reaction to the treatment - it was the PRO EMS FACIAL DEVICE.
A few hours after my treatment all my gums on top and bottom, front and back were bright red and swollen. I assumed it would go down. Instead it got so much worse overnight. It must have stimulated some nerves and I have never felt pain like that in my mouth. I have now been on antibiotics for nearly a week and I will never, ever go to facegym again. It can't have been anything else.
I have had to miss a family party amongst other things because of the pain and then the strong pills I had to take. NEVER AGAIN!!!