Face Haus - Santa Monica, CA — Local services in Santa Monica

Honestly, don’t bother. I came for one apt with CP thinking it would be a relaxing facial. A few girls who were getting facials spoke which I expected with an open concept. I left and signed up for the monthly membership and was charged AT THE TIME which meant I would have a credit roll over before my next charge.

I came back for my second facial. The girl was lovely but that was the extent. Two estheticians had a FULL VOLUME conversation on the floor. Talking about Covid, friends bday party, etc. I actually got up at one point and said can you please stop talking? My esthetician also asked THREE times for them to shut up. When I left they comped my eye add on for how terrible my experience was and booked my next facial.

July rolled around and I never got a confirmation, that’s because the girl didn’t book correctly. I called to cancel my membership and left a VM and called 8 times with no reply. Finally Ben called to apologize and was lovely saying they would cancel and waive cancelation fee; great. I realized that I had a facial I paid for and had 0 desire to use and he said the manager would call about it.

She never did.

I called back 2 days later and a girl said she totally understood and would have the manager refund.

They never did.

Finally I left another VN and was called back. The girl instantly said “you need to calm down you’re being rude” simply because I repeated huh? I was told I’d be refunded. She then said I lied and that no one told me they’d refund me and said “I was there when you complained, it’s an open concept so people will talk” and then when I rebutted saying estheticians shouldn’t she said “I’m not making excuses just saying” which was total BS. I had the threaten to come in and sit while waiting for the manager because she kept saying no one was there to help and refused to refund. Finally after pleading she said ok I’ll refund and you’re membership is canceled.

I lived in NY 12 years and now LA for 1, I’ve been getting facials monthly for the last 13 years and have NEVER had such a terrible experience. The facial is mediocre at best, you look the same as you did coming in, and good luck having a relaxing atmosphere cause that went out the window, even with an open...

Level of customer service = 0. My first time in, I was walking by to scope the place out. Looked cute and needed a facial. There were 2 girls socializing and standing around towards the back appearing to be cleaning up. I patiently waited by the front reception for one of them to come forward and greet me as I was eager to get more information and make an appointment. While I got a few glances so I know I was seen, no one bothered to say hi or ask me if they could help. After waiting around for 5 minutes, I gave up.

I should have known better based on that experience but decided to give it another shot since I had another appointment next week right next door. I looked the services menu up online and booked. While on the way to my appointment, good old LA traffic kicked in due to a car accident on PCH, making me run behind for the appointment. I tried calling multiple times to give them a heads up, 3 to be exact over a 20 minute period. Never any answer. I walked in 8 minutes past their “15 minute” grace period before being hit with a $25 fee. Upon entering, there were 3 employees sitting at the front desk socializing. I thought, strange, yet no one could answer the phone. Perhaps they couldn’t hear it ringing, the music was terribly loud, especially for the type of services they offer in my opinion. You go in for a relaxing time when getting a facial but it was like a loud restaurant. Besides that, they were not at all understanding to being over by just a few minutes even though I showed them my call log and multiple attempts to get through. I understand the value of time, perhaps I could have been offered a shorter service instead? I booked the most expensive facial on the menu, I know there had to be a quicker service. A product in place of just being hit with a fee and not being able to get the facial? Had any of the 3 employees standing around picked up the phone, I’m sure something could have been figured out. Instead, I continued driving there in traffic from Malibu to receive nothing but bad customer service. Would...

Please don’t use this company or pass them your credit card information. They have WITHOUT AUTHORIZATION ran my card numerous times. When I called to see what was going on and why transactions have appeared on my bank statement I was told that I had ‘no show appointments’. They could not show proof of those appointments being made by my phone number and are refusing to refund. Extremely unprofessional and clearly a scam company. I have had to report this to both my credit card and to the Attorney General’s Public Inquiry Unit.

I also want to state that they sold me a 3 package deal and did not let me know at the time of the sale that there was an expiry date on this package, I was simply told I could use this whenever I wanted. Turns out this is not correct and that there is an expiry date.

I would try another company, the stress this company have caused me and the fact that I now have to go ahead and cancel my credit card in fear that they take more unauthorized payments is just not worth it. They’re run super unprofessionally, please find a better place for...