FACEGYM West Hollywood — Local services in West Hollywood

I’ve been coming to this location for several years and was excited when the membership program was introduced—I signed up right away because I thought it was a great addition. However, I’ve experienced multiple ongoing issues with the membership itself, and getting in touch with the Member Services department typically takes several days.

Tony, who is often present when these issues occur, has always been helpful, kind, and aware of the situation. He consistently greets customers with a smile and goes above and beyond to assist, which I truly appreciate. I believed the issue had been resolved earlier this month after ongoing communication with the Member Services team.

Unfortunately, when I checked out today, another issue came up. One of the associates, who was very kind, attempted to assist but ultimately had to call over a supervisor. Tony was not on-site today.

The supervisor who came over lacked basic customer service. He was unapproachable, didn’t explain what was going on, and acted as though I was bothering him. There was a misunderstanding regarding a supposed outstanding balance, and rather than clarify the situation, the supervisor was dismissive and rude.

When I asked if the “Black guy” (referring to Tony, as I did not remember his name at the moment) was in, the supervisor’s tone changed significantly, and I sensed that he interpreted my comment in a derogatory way—which was not my intention at all, especially as I am a Black woman myself. The energy immediately shifted, and the attitude he displayed was unsettling. Once he told me Tony’s name, I addressed Tony by name and explained that he is aware of the ongoing issues I’ve faced with the membership.

As someone who comes from a customer service background myself, I truly understand the importance of professionalism, kindness, and clear communication—especially when resolving customer concerns. Unfortunately, experiences like today remind me how rare genuine customer care has become. It’s disappointing to see the standard shift so drastically. I hope this feedback is taken constructively, because great customer service does make all the difference—and Tony is a great...

Very dissatisfied by the customer service. I didn’t get a chance to try the service. I booked my appointment as the latest for the day for 6pm. I had a transportation issue that day, my Uber driver could not find me and my ride to Skin Gym took much longer than it was expected. I called right away around 5.45pm to let them know about my delay, but on the other end I was told about 15 min Grace period. I kindly asked to make an exception and let me get the service when I arrive. My ETA was 6:20pm. Since this was the last appointment I asked to just change the treatment to a shorter one or just provide any service and I was happy to pay for the treatment I was booked. The person replied there was nothing she can do, it is their policy and it’s strict. 200$ was charged from my credit card at 6:14pm while I was on the phone with skin gym’s receptionist. I arrived at 6.20pm but the place was already closed. And before booking my appointment I was told I was Getting 20% off the service as a guest of the hotel, and 15min grace period was never mentioned. Neither I got the discount nor the service provided. Very...

I have to start by saying that I’m not a big fan of being touched. I’m a physical therapist by trade and I touch/treat patients all day, but the idea of someone touching me, especially my face, for an extended period did not excite me. A friend of mine gave me a session with Sara from Face Gym. Little did this friend know about my quirk, but since she went out her way, I wouldn’t let her kind gesture go unnoticed. Oh my goodness!!! Sara is phenomenal. From the moment she greeted me and walked me back to her station to the absolute end of our session, she did nothing but make me feel comfortable and at ease. I was able to lay my quirk at bay and enjoy my facial workout. As a physical therapist, it felt like my face was undergoing a well-needed exercise. My face felt rejuvenated by the end of her session, which left me with a beautiful glow. Oh, and I must add that the oils she used smelled so good. The oils are expensive for me, but the investment is worth it. Sara is great, and if and when I return, I’ll book my session with her.

Thank...