FACEGYM SAKS Fifth Avenue — Local services in New York

I activated my membership with FaceGym sometime early 2024. After a few months I needed to take a break and asked them to freeze my membership in Oct 2024 which was allowed by their terms of service. They took me through hell. I asked to cancel at the studio, they told me I needed to send an email. I emailed them, they said I needed to fill out a form. I filled out a form but didn’t get a response for days. Eventually, I got sick of this back and forth and sent them an email on Oct 3, 2024, requesting to cancel my membership altogether.

Two months later, in Dec 2024, I decided to give FaceGym another chance and activated a new membership. Before activating the new membership, I logged in to my FaceGym account to make sure I didn’t have a membership. FaceGym never responded to my Oct 3, 2024 email, so I wanted to be sure. No membership was showing on my FaceGym account in Dec 2024, so I activated a new membership.

In Jan 2025 I got two consecutive charges from FaceGym. Turned out FaceGym activated the new membership while also reactivating the old one without my knowledge and started double charging me. I checked Dec 2024 charges and realized they charged me twice in Dec also.

I tried to reason with them and asked for refunds, but they’ve been rude and difficult and basically told me that double charges are in line with their policies. How can that be the case though? How can a person have TWO memberships at the same Gym? Why did their system even allowed me to start a new membership if I supposedly had a membership already?

This is clearly a scam. I refuse to support their illegal activity and will not be going to their Gym any further. I disputed the charges with my bank but FaceGym has an audacity to fight against my disputes!!!

I had been coming to FaceGym WEEKLY for several YEARS. I paid them thousands of dollars and they’re still trying to scam me into double charges.

If this happened to you too, please submit a complaint to Better Business Bureau, Federal Trade Commission in the US, and Action Fraud and Citizens Advice in the UK. They charged me from both, the US and UK companies, so I’m complaining to all four...

I had an appointment at the Saks location on 3/1 at 5pm for Yoga Face.The entire experience was supposed to last 55 minutes (as indicated on their website); however, I was in and out in less than 45 minutes. I brought it up before I left, but I was told by the employees that I had, in fact, received the entire service. I thought maybe I WAS wrong, but I double checked online and found that I was correct!

Since I still had my receipt, I reached out to their customer service (via email) to explain what happened, including proof, and request a refund or credit. No lie - I was told that I received a 55 minute appointment in 45 minutes. And when I pointed out that did not make sense logically and mathematically, they stopped communicating entirely. I still have this email thread saved, because I couldn't believe it. I've never encountered something so bizarre in my life...

I initiated a charge dispute with my bank on the grounds that they misrepresented their services online. I sent the bank documentation of my appointment confirmation time, my receipt, and a description of the service I purchased from the FaceGym website. Fortunately, I ended up with a partial refund.

If you're still considering going to FaceGym after reading this review -- do note that it is quite noisy. The chairs are very close to together, and so it's not as relaxing as you might expect. The employees and management are deceitful and will lie. Watch the clock and save...

We just left the facility. I paid for 2 —-35 min services PLUS tipped separately for both as this was a birthday gift. Face gym called US this morning about 2 hours before our ORIGINAL scheduled time to re-schedule our appt, due to someone’s else’s cancellation.

We agreed and rapidly accommodated OUR schedules in order to work with them and tried to get to them as fast as possible.

Again— this was Face Gym’s last minute re-scheduling, not on our end.

We were trying to get there as fast as possible due to the last minute change on their behalf.

However, we were running late and called them to let them know that we were almost there. At NO point did the representative inform us that our already paid for services were going to be CUT SHORT because we were running late. This place charged us for the ENTIRE 35 min- service PLUS the 20% tip for each of the guests but only provided a 15 min service.

This would not be as upsetting if we had not been flexible enough to accommodate to their changes but Face Gym could not be flexible be with us when we arrived 10 mins late and just go ahead and provide us with the full 35 mins.

We called to try and get a resolution. Again, we would not be disputing any of this if there had been CLEAR communication from the beginning about services being cut short if late. horrible customer service and we will not be back and do...