FACEGYM Arvostelua 

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

I was given a voucher by my daughter - I had a very difficult year in 2023 and checked to see how long the voucher lasted. My daughter made her own card to me with the voucher number on it. I rang the Coal Drops Yard store and was told by a member of staff that the voucher was indefinite. I then tried to book the facial and was told that the voucher had expired. I would have used the voucher earlier if I had not checked and been told it was indefinite. The response I have had from the Company has not been great, especially as it is basically a fault of one of their incompetent staff. It is their fault I was given the wrong information but they will not acknowledge this.

I am absolutely loving my FaceGym membership - the facials are always amazing and the care and attention of each therapist is really amazing. I recently had a case of having to reschedule my facial due to illness and Madeline was absolutely amazing. She was compassionate, understanding, flexible and kind. If only all customer service was this good, thank you Madeline!

I had an incredible experience at FaceGym in Kings Cross. The workout felt unlike any other facial I've had, leaving my face rejuvenated and completely eliminating puffiness. My facial therapist was informative and helpful, clearly explaining the workout process. Since then, I've committed to my FaceGym journey and can't wait to see more results!

From the time you walk in you feel relaxed. The salons have such a calming vibe and the staff are a credit. I do not live in London so I cannot visit as often as I would like but after my first treatment (almost 3 years ago) I now use the Face Gym Hydro Bound and Supreme Restructure as well as the youth roller and facial ball. My skin has never looked so good and every time I go to London (normally every 3 months), the first thing I do is book a Face Gym session. Tell me where else you can walk straight out of a clinic after having had a treatment and look so refreshed you can spend the rest of the day wondering about without any make up on. Face Gym is genius...Just come to Dorset Please!!!

I had the most amazing treatment at face gym Chelsea, I feel 10 years younger and absolutely loving life. Customer service was 100% when I was unsure of work out procedures and sent over all the information.
Would definitely recommend

I had an issue with locating one of my gift vouchers and Madeline from the customer service team was very helpful in sorting it out for me - thank you!

Fantastic experience, will be back!

Great professional service! Will definitely keep coming back!

Team is fantastic had a great workout! Can’t wait to come back!

They have been horrifically difficult to cancel my membership. Like, stopped replying and continued to charge me, and debited a credit card they were not even authorized to use in the first place

You cant go in there to get help, the actual studio knows nothing. You can ONLY email, its been going to London presumably, so you deal with the time change. And then they wont let you cancel!!!

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