The facial and neck massage were very good However their Customer Service leaves a lot to be desired. I was kept waiting half an hour before I was seen (my appointment card said 10am, I arrived on time, in their appointment book I was down for 10.15 and I was taken through at 10.30), my beautician had been chatting behind the counter, looking down her list of appointments and folding a couple of towels. The music during the massage was far too loud, I didn't want to hear Pans Pipes AT ALL, never mind at a high volume. Especially blaring out when I was left to relax for a few minutes before the session finished. At the end of the massage, I went out to the front counter expecting to be told what products had been used on my face, asking me if I wanted to buy any products from their range (which I was prepared to do), and if I wanted to book again. The beautician just looked down her appointment list (again), asked me how I had paid (gift card), she suddenly said 'Nice to meet you' and just ran out the back. No sales pitch, nothing. In fact the other girl behind the counter gave her a puzzled look as she ran away. I was furious. It left a nasty taste. I rang Head Office when I got home, and someone at Kingston branch rang me back. She offered me a free facial and I explained I really didn't want to go into that place ever again. However she said the manageress would ring me back the following day, and I could book another facial. Needless to say, this has not happened and it is now a week later. I am not at all surprised. A facial in my opinion does nothing whatsoever to the skin. It is just an expensive rip off. As their appointment book looked full, it seems they are not worried about one customer complaint. I hope a few people see this review before deciding to book with Clarins in Kingston on Thames. read more