FaceGym Avis 

I came to Notting Hill today for some products advice, as soon as I came in, the girl from reception was leading with a very rude customer which then this customer shout at me for smiling at the receptionist. Later I got to know that this woman is Inge’s friend (the owner). Her behaviour was extremely inappropriate. Witnessing this makes me think that company does not take care of their employees at all. Very disappointed that the receptionist had to apologise to me for her.
Apart from this I am very satisfied for the customer service I always get at Notting Hill branch.

I had a fantastic experience with both the store and online. I had an amazing facial at the St John’s branch, and whilst there I mentioned to Nathan on reception my medi lift face mask had torn. He guided me to speak to Dora at customer service who was amazing, and sorted my issue out immediately. I literally can’t fault this company.

I purchased the medilift mask from one of Face Gyms stores. It worked for a couple of months before one of the sides stopped working. I tried to take it back to the branch I purchased it from but was turned away and was told I needed to to book an appointment so had to return a second time. On my second visit I was given a new node but the mask still isn’t working properly. I’ve emailed customer services and have been told they can’t do anything unless I take it back to the shop for a third time. I don’t live in London so each of these trips is a massive inconvenience.

Facegym should not be selling £400+ products unless they have the customer service support in place to fix their products when things go wrong.

Don’t spend your money on one of these masks, something costing this amount shouldn’t break after two months and you certainly should be able to return it if it does.

FaceGym changed a delivery address at short notice and then took responsibility for duty charged in Germany (when none was due). They responded so immediately to my emails.

I had the most horrific experience at face gym Selfridges. I went down there a week ago, (because for some reason I couldn’t sign in online) asked one of the therapist at the desk at the time, Clair, to look at my history and tell me the name of the therapist that I used to go to regularly before the pandemic. (Forgot her name since it’s been over two years) she told me her name was Sasha, and that unfortunately she doesn’t work there anymore, so I asked who she would recommend. She pointed at one of the ladies there (Olivia I think) and told me I’ll book you in with her, that she was one of the best, and would take good care of me. So I came back a week later for my appointment, and when I sat down another lady came to me and told me that she would be my therapist today. So I pointed at the front desk and told her that Clair told me that the lady on her right would be my therapist and why the change last minute? So she went to them I was assuming to inquire. Then all of a sudden Clair comes to me, speaking in a very hostile manner, asking me why I didn’t want her (the therapist assigned to me last min) and that all the therapist at face gym were the same. I told her that it’s not that I didn’t want her, but was wondering why they changed my appointment at the last minute? (Since she recommended Olivia) Then she went back to her lap top and I could clearly hear here saying to the other therapist: “she wants Sasha, and Shasta left 20 years ago!!” She was extremely rude! Which also clearly means that she remembered making the appointment. I didn’t bring up Sasha’s name since she told me a week ago that she no longer works there. I waited for someone to come back, and when another lady finally came back she told me that you asked for 1 of the 2 WHITE ladies and we do not condone that behavior at face gym! I was shocked to my core! When I pointed at Clair and the lady next to her I said my appointment is with the lady with the bun, referring to her hair, not anything to do with the color of her skin or her race!
I’m sorry but if you’re scheduling appointments, recommend someone to me and you sing her praise, how do I automatically become a racist when I inquire about the last minute change? Her gaslighting was a deliberate attempt to cover up her incompetence. It was such an ugly scene. It was an injustice!! I am not a racist and I am horrified by the implication! She then left again to do god knows what, and to add insult to injury, comes back to tell me that none of the therapist feel comfortable going through with the appointment. I will never go back to face gym, I will make sure to tell all my friends and family about this atrocious experience. I have already filed a complaint and will get the word out on as many platforms available.

I truly love this product but I'm not sure what's wrong with the refill container for the face moisturizer. You literally cannot get the top of it off. I've used tweezers pliers and asked my husband to hold a container while I try to pry the lid off and I just feel like that's so much work to do. Could there be a manufactures defect right now for this particular product? I hope face Gym looks into it.

I booked in whilst on holiday in LA for a signature facial. I was very excited as had followed face gym for years on Instagram and they do not have studio in Australia. I booked in for a signature facial ($100 usd) and was being walked through what we’d be doing today by the therapist. She said at the end we’d be doing a cryo hydration, I thought ok great. I get to the counter and unbeknownst to me I’ve now had a $200 usd cryo therapy + a $45 usd deep skin clean (funny I thought it was a given in a facial I get a deep skin clean). Very annoyed at the predatory behaviour of your staff and will never come back or recommend.

Their shipping charges were very high. On top of that, I was charged more than the shipping I'd already paid by the courier who delivered, (COD) for extra duties. Buy product elsewhere is my advice.

The FaceGym treatment at the King's Road was amazing and my therapist could not have been better, but oh, their poor systems and customer service. I was called at 6pm the evening before, and asked to call back and confirm my appointment. I tried calling back the following morning but couldn't get through because their message box was full. I had booked online using a gift voucher reference number but was still charged for the full amount initially. When I phoned afterwards to request a refund I was informed by the manager that they had no way of knowing that I had booked with a gift voucher and that it was down to me to make that clear when I arrived. She spoke to me so rudely, I could hardly believe it - very uncool. Oh, and the light wasn't working in the ladies toilet..... that's easier to fix than a bad attitude but both need addressing.

I wish I could review the actual treatment, but I never even got that far because Face Gym is run so poorly— beyond unorganized.
I scheduled an appointment with my friend for her birthday and an hour before they cancelled only my appointment without further explanation. She ended up going on her own and they were unable to accommodate me, which made the experience for both of us severely underwhelming.

Fast forward 2 weeks and they have rescheduled my appointment with a 20% discount for their mistake. I plan my day around coming here, I have a very busy schedule, and when I arrive there is no appointment booked. I had proof of confirmation and they said it accidentally got cancelled on the system because an other client cancelled thinking it was them. How this even happens I don’t know?! The place was totally empty, and they were unable to accommodate me once again.

I am extremely disappointed… this is a high end service which you pay a lot of money for—the booking systems and accommodation should reflect that. You pay for the overall experience, the staff, and the treatment. I’m not even sure I’ll try again.

I LOVE FACEGYM!! the best skincare and facials!!!

Hi, it takes a lot to upset me but this company's customer service is horrible and I think everyone should know before making any purchase. I love their facial so I wanted to give it as a give to 2 friends. I bought 2 gift vouchers of £50 each and I have been charged for 4. I have only received 2 anyway and facegym refuses to refund the other 2 which i cannot even use myself as they only charged me but they never sent the code. They refuse to give me a customer helpdesk number and we are dealing with this over email which is very inefficient. I don't know how to get my money back, leaving aside the embarrassing experience with my friends I gifted the vouchers to who have been involved in all this mess.

I can’t even begin to tell you about all the issues I’ve experienced with Face Gym! I’m surprised they are still in business. Very unorganized, delays when ordering, they constantly make mistake after mistake! It’s enough to put you in a madhouse!! Terrible experience. They did give me a complimentary 30 day online class pass because I complained about all the issues I was having with them, and I did do one class which was very good and then guess what?? Class passes haven’t been working for days now due to a technical issue!!!! Unbelievable!

This is a very expensive waste of money. I have used the Facegym pro mask, the hyaluronic roller and the ball for a couple of months and they do not help whatsoever. The rubber mask is very difficult to put on and keep on as the straps slide off the back off the head and tightening them leaves big, unsightly mask shaped indentations across my face. It is also very fiddly to take out and re-insert the little electrical ports with the power buttons. Please don't waste your money, this does not lift or help your face in any way, it is uncomfortable, the electrical current doesn't even extend to the jawline so it cannot possibly help this area. Overall, there is no difference using this gadget, in fact, I personally feel my face looks worse since I started using it. There is no help from customer services, who just insist 'youre using it wrong'. No I am not using it wrong', there's only one way to use it and it's bloody useless. The 'ball' is also a useless gimmick...a stress ball would serve the same purpose. Waste of time and money.
I have tried to review this on Facegym site, they ask me to verify and then won't let me. That's why there is only 5 positive reviews, seems they won't allow truthful reviews.

I have ordered facegym pro. Its veey expensive but machine arrived faulty. I have contacted with customer service via email, phone no one helped me. Im with faulty machine and i have never seen that unhelpful customer service. They keep saying we will call you and so far no one did. Its very disappointed and very stressful to chase something you paid for it. Thats awful experience

Today I booked a session with Korina at Selfridges, Manchester and it was fantastic. She was so professional by offering a excellent facial and explaining what products she was using. Korina is so friendly and welcoming so I’ve booked three course session.
The results of the facial is fantastic and can not wait to go back. Korina is a real credit to your company!

Honestly I am speechless. You have to try Face Gym with Josh!

Great facial massage, however beware of equipment which could be too intense or invasive for nearby anatomy( i.e. thyroid, parotid, nerves, etc.). Would not return.