FaceGym Reviews 131

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!!!

What an absolute shambles.
My daughter and I had planned a day trip to London and put FaceGym on our list of must visits! We booked 2 weeks prior so we could have our appointments at the same time. On the morning of my appointment I was told my "trainer" had an emergency and they had to cancel my appointment. I explained we'd had a whole day planned, so the lady would get the Manager to call me.. to date, still no call. I asked about my daughters appointment, they couldnt find it as they'd moved it the end of the month 3 minutes prior without even bothering to check!!
When my daughter spoke with them they offered to do hers but cancelled mine or could do another week. Its just laughable. Who manages a place like that? Surely they cant have any customer service or managment experience to run a business like that.

Word customer experience at facegym at King’s Cross. Staff attitude is rude and seems they are completely disinterested and unhelpful and appear as if they are above the job they do.

Love their products. Have tried the active rollers, they come with detailed instructions and they do leave my skin with a healthy glow the next day. Will continue using them.

Thanks to Oliver for providing a solution to my complaint.

Facial with Alba yesterday at Kings Road. Absolutely fabulous. Alba was so energetic and soothing I actually fell asleep.
This morning my skin looks much more toned and tighter.
Certainly I had a lovely time at the Facegym yesterday, my best ever workout

Respond to the owner about my review. You happy enough to charge someone who Havent turn up for appointed who was dealing with a loved one death in ICU. Try to stand into my shoes about this situation, if this happened to you. Be considerate. This unpredicted time can happen to you anytime. Don't be absurd to your clients and their hard earning money.

So I’ve been using FaceGym products for some time, I particularly love the hydro bound serum and the supreme restructure moisturiser. I was taken to Coal Drops Yard for my birthday and first workout and had the signature sculpt. The process was wonderful. I felt well taken care of at the start with the consultation and once the workout began, I felt so relaxed and calm. At the end my skin looked incredible and I was so impressed that I’ve decided to purchase the FaceGym Pro. Looking forward to my next visit in May.

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.