“I love the products - but I'm now enraged with the customer service. I had a bad experience with a fragrance change on a product I loved (used to smell like spicy palo santo - then suddenly a new bottle no longer had that fragrance and instead smelled of vegetable/fish oil. I wrote Face Gym about it 4+ times over the course of a year to try to understand if it was a formula change or just a bad batch and never once heard back. I accidentally ordered the product again recently (the bottle had been sitting in my cart, waiting for confirmation that MAYBE the scent was put back in) and communicating with FaceGym to get it returned was frustrating. I had to send the product back on my own dime with insured shipping ($8) and only when I was bothered AGAIN by FaceGym to leave a review for them did I realize that after MORE THAN A MONTH I still had not received a refund. I just wrote an email asking for an update - we'll see if they get back to me. Most consumers probably wouldn't have even realized that they'd been scammed out of ~$100. It's infuriating.”
“I’m disappointed with my experience. The order did not arrive complete, and when I raised this, the issue was not resolved satisfactorily. I was then asked to return the item at my own cost, despite the problem not being mine. I would have expected a replacement or a prepaid return label in line with basic consumer rights. Overall, poor customer service and not a process I would trust again.”
“my device arrived in an opened box with no user manual and no interior protection or stuffing in the box. It looked like a returned item that was sent to me. Customer service is terrible. I tried reaching out several times and they refused to do anything.”
