FaceGym Avis 

As I’m unable to edit my original review, I wanted to post this update.

Wow… that’s the FaceGym customer service I had always known. This is what I call a solution-focused response and truly placing yourself in the customer’s shoes.

It’s a triple “wow, wow, wow” from me. I believe it’s only fair to update my review when a company listens, takes ownership, and genuinely puts things right. Thank you to the Customer Experience Team for taking the time to understand what had happened, reinstating my subscription at my original discounted price, and ensuring my next subscription arrives as expected. You have completely restored my faith in your customer service.

My original review was never about the workouts—I absolutely love them and have always been a big fan. It was about my subscription being cancelled in error when I had simply asked for the quantity to be changed from 2 to 1. I was initially told I would need to take out a new subscription at the current price, despite the mistake not being mine.

I can”t believe that I would ever give a 1 star review to FaceGym as I m a big fan of their workouts and always get more than expected results each time . However this is a 1 star review for the customer service team.

I had subscribed for the 28 days vegan blast , however not sure how it was subscribed to qty2 . I got 2 products of the subscription at the same time.

They were really helpful and advised that I could return one and go into “ Manage my subscription “ and change qty to 1 . However when I logged into the account “ Manage my subscription option dies not come up
. I send them an email with the screenshot and requested to change it to qty 1 . However the team member cancelled my entire subscription .
I sent an email inquiring why the entire subscription was cancelled and get a response because it was confusing so now o can start a new subscription if I wanted but when I went to add it , it was at the full price and I requested to give it to me at my previous discounted price subscription to ehoch I was blatantly refused and they said that if u want the subscription u will have to buy it at current price ?
This is so unprofessional as I have an audit trail of email where I have been requesting to change from qty2 to qty 1 and they made the error and cancelled my entire subscription and instead of rectifying their error they blatantly refused and said that if I want the subscription buy it at the new price

Short email screenshot
On Thursday, July 23, 2026, 14:54, FACEGYM Customer Experience Team wrote:

Hi Faridah,

Thanks for your email

Subscriptions are entirely self managed and we did cancel this as per your request, we unfortunately cannot issue another subscription for you - you would need to sign up again via the website.

Thanks for your understanding

Thanks
Madeline
FACEGYM Customer Experience Team

On Thu, Jul 23 2026, at 12:07 PM,wrote:
Hi Lovy

If u read my email correctly , I have been asking for only 1 out of the 2 to be cancelled and your colleague without reading it correctly has cancelled both my subscriptions… it’s an error on your end so why should I bear the monetary consequences? Please advise!

I had such a wonderful experience! Elena did an amazing job with my facial massage—it was incredibly relaxing, and I left feeling refreshed and glowing. She was professional, gentle, and made the entire experience so enjoyable. I’ll definitely be coming back and would highly recommend her to anyone looking for a great facial massage!

I had booked an appointment at Coal Drops Yard and was so impressed initially that I was already looking at taking out a monthly membership. I’d even booked my train tickets.

After booking, I completed the medical questionnaire and answered “yes” to using retinol/tretinoin. I’ve used it for around 10 years and had booked only the Signature Hands treatment with no additional services. I also hadn’t used retinol for a couple of weeks because of the hot weather. I had searched the website for any info on this being a problem with the treatment but couldn’t find anything.

The day before my appointment, I received a call telling me I would need to stop using any retinol for 6 MONTHS before I could be treated, and my appointment was cancelled. No one asked how long I’d been using it, what strength it was, or discussed my individual circumstances.

I then contacted customer services, who told me the requirement was actually two weeks, not six months. I suggested that, if retinol use could prevent treatment, this should be highlighted on the booking form rather than being raised in a phone call the day before the appointment. I also asked that the feedback be passed on to the Coal Drops Yard team so the same thing wouldn’t happen to other customers.

Unfortunately, I received no response. My main disappointment isn’t that the appointment was cancelled if there was a genuine safety concern, but that I was given contradictory information and no one followed up when I raised it.

I was not expecting to see such a difference in how I looked before vs after, super impressed and can't wait to see the results long term. Thank you!

Had such a lovely experience at FaceGym. From arrival, everyone was so friendly and accomodating. The therapist was amazing and worked wonders on my face. My skin defo looked brighter, and had a nice glow afterwards. Could actually see and feel the difference, and it really does feel like a workout for your face!
If you want to treat yourself to a facial workout, Facegym is a must, to go and visit.

Exceptional customer service by Madeline. My request was handled quickly, professionally and with genuine care. Thank you for resolving everything so efficiently.

Kaylee is great! Highly recommend the intense cleanse + facial cupping combo for any post holiday recovery or pre weekend prep!

The Face Gym salon at SAKS is great. The atmosphere is good. The estheticians are phenomenal and everything is well organized, cognizant of your time and welcoming.

Just incredible. So relaxing and informative. Will 100% be back!

Trainer was excellent, professional and sweet, and the service was phenomenal. I signed up for a membership based on it.

Avoid like the plague

Workouts great, customer service non- existent. Have been a member for about two years and the customer service has gone downhill, the company seems to save by eliminating staff wherever they can and it makes everything impossible and frustrating.
I love the workouts, but have to say that the atmosphere in the studio has also changed for the worse. But it’s all admin related, as I said before, the quality of the workouts and the staff are great, they are just let down by the company.

Ive been trying to cancel my membership via the app and online.

Both times I received an error message -

I emailed the Facegym info email address and 1) was directed to cancel via website (failed) 2) told when I requested for them to cancel that it is centrally managed and to go through the app.

I sent the screenshots and requested to cancel again. Same response. Emailed the membership email. Same response.

I don’t understand how I’m supposed to cancel. Can see others have had a similar experience.

Received a fantastic workout at St John’s Wood, I couldn’t believe my before and after. I experience a lot of jaw tension, which was relieved from the amazing massage techniques. Definitely returning!

Had a facial with Korina today she is amazing facialist with great experience and technique. She’s is ultra friendly and made me feel very welcome and comfortable - great experience

I can honestly say it’s the worst facial I’ve ever experienced.

Friday I booked a face gym appointment as I’ve always been really pleased with my products and service from space nk.. so I thought I’d try the face gym facial instead.,I booked online.

I told the therapist I had sight rosasia. That I’m older so not too much stretching of the skin.

Straight into the treatment the rubber ball was stretching my skin so she left this and then after the stretching from the massaged continued.

After 15 minutes my face begun to burn so I asked the therapist if I could stop and book in for a facial with the space nk treatment room instead.

The therapist rudely told me That this would be impossible and that even if I stopped the treatment I’d have to pay! After 10/15 minutes!

I asked to see a manager.. she said there wasn’t one!

Honestly I can say this was the worst service I have ever received. I told the therapist if you don’t get a manager i will refuse to pay..( I was happy to pay if they’d change my treatment) she said no again so I left.

I have now seen that face gym have charged me the full price!

I’ve emailed and they haven’t even responded.

Casi is a beautiful facial treatment that stimulates facial Muscles in a and lifts the face… please do not damage your skin my doing facegym as over time I really believe this will case sagging especially for women over 40

I have been a member of FaceGym Trafford Centre for over a year and have been disappointed by the way this matter has been handled.

Last week, I received an email informing me that my membership fee would be increasing from £80 to £88 per month. My daughter has also been a member for over a year and has continued to pay £80 during the same period. When I contacted customer services to query the increase, I was informed that a number of emails had been sent in error to customers who should not have received them.

This response raises further concerns. I do not understand why I have been charged £88 while other members, including my daughter, have continued to pay £80 for the same membership, over the same period, and for the same treatments. I feel that I have been treated unfairly and inconsistently compared with other customers.

Rather than addressing my concerns, I was advised that I could use a new FaceGym location opening in Manchester, where the membership fee will be £95. This completely misses the point of my complaint.

What I am requesting is straightforward: I would like a refund of the difference between the amount I have been charged and the amount other comparable members have paid during the same period.

Unfortunately, my experience with customer service has been extremely disappointing. The lack of a clear explanation and the failure to address my concerns have significantly affected my confidence in FaceGym. As a result, I will not be recommending FaceGym to others and am now considering taking my membership elsewhere.

I would appreciate a prompt response and a fair resolution to this matter.

I had my first facial at face gym last weekend in the sweltering hot heat it was upsetting as the price of your treatment and then they don't have any air conditioning in the basement area of Kings Road branch.
They're also was a weird chemical smell which left me feeling ill and a pounding headache, which later developed into a migraine.

I noticed a thermometer on the side which was indicated red I asked the staff member is that red due to how hot it is down here she said no this thermometer is for air quality.
I asked to be moved upstairs but all other chairs was taken.
It was a very sad experience the staff did keep accommodating me with water to try to cool me down and the actual facial I did like.

If I try face gym again I will try it within another studio just due to the experience and the smell of chemicals.

Olive was attentive, and discussed every step of the workout, given that it was my first FACEGYM experience. I absolutely loved the Workout and felt rejuvenated, sculpted and depuffed. If only there was a FACEGYM in Canada I would absolutely become a monthly subscriber. I would recommend to anyone looking for something more than just a facial - it truly was a workout! Thank you to Olive and the Coal Drops Yard team. Incredible concept, even better results!