Emilie2 reviewsTotal number of Google reviews Emilie has written across all businesses on Google Maps, not just this one.
Review from Google · view on Googlethird time coming to this place and they are always so quick and lovely!!
The Cosmetic Collective
How the Experts Score is calculatedEach factor is scored 0–100 on absolute terms (standing in the category can only raise it), then weighted; problems flagged in review highlights or a recent slide in ratings are subtracted:Satisfaction 64%83+52.7Reliability 28%81+22.9Replies to reviews 8%75+6.2Momentum penalty40−6Experts Score= 76Not enough data for value; its weight is shared by the others.Grade B: A = 80+, B = 60–79, C = 40–59, D = 20–39. Needs 10+ reviews.76SCORE
BGradeLetter from the Experts Score: A = 80+, B = 60–79, C = 40–59, D = 20–39, F = under 20.
#44 of 59 facial servicesPosition by Experts Score among all companies we track in this category. · better than 26%
4.9 ★★★★★ 139 Google reviews · 24 photos
96%five-star reviews
4.48★last 12 monthsAverage stars on reviews from the last 12 months only.
2.9%1–2★ in 2 yearsShare of 1–2★ reviews in the last 24 months — or the 20 newest reviews when the company had fewer than 20 in that time.
4%reviews answered by the owner
Oct 2026latest review
The Cosmetic Collective at a glance
Google reviewers rate the clinic 4.9 out of 5, highlighting services such as facials, massages, spray tans, and lash treatments. Customers frequently praise the staff for being punctual, communicative, and knowledgeable, noting that treatments are customized to individual skin needs with reasonable pricing. However, low-star reviews indicate recurring issues with appointment management, including scheduling errors and front desk confusion regarding service availability.
- Google rating: 4.9 out of 5 from 139 reviews (96% five-star).
- Reviews on this page: 139 Google reviews (123 with written comments, 7 with photos).
- Owner responses: the business replied to 4% of reviews.
- Most recent review: October 14, 2026.
- Service: Facial Service serving Palo Alto, California.
Data from Google, last updated October 29, 2026.
Score profile vs other facial services
Score per factor (100 = best)Each factor is scored 0–100 on absolute terms (star average, share of 1–2★ reviews, price verdicts…); standing within the category can only raise it, never lower it.. Strongest: satisfaction and reliability; weakest: momentum.
SatisfactionSatisfaction · 54% of the scoreRecency-weighted star average (2-year half-life), shrunk toward the category mean by review volume; the company’s own lifetime average as the prior; absolute: 4.0★ = 0, 5★ = 100.The Cosmetic Collective: 83/100 on this factor. Category median: 93.A
83
ReliabilityReliability · 24% of the scoreHow rarely jobs go badly: share of 1–2★ reviews — 60% the last 24 months (or the 20 newest if fewer), 40% all-time; 0% = 100, 15%+ = 0; the category percentile can only raise it.The Cosmetic Collective: 81/100 on this factor. Category median: 90.A
81
Craft & serviceCraft & service · penalty only, up to −10 pointsGoogle review highlights: Quality, Professionalism, Responsiveness, Punctuality — how rarely reviewers flag them as a negative, per review since highlights began; 0% = 100, 5%+ = 0. Subtracted from the score (up to −10), never averaged in — clean highlights are the norm, not a bonus.Not enough reviews for this factor yet. Category median: 99.–
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ValueValue · 14% of the scoreCustomers’ own price verdicts (Great / Reasonable vs Overpriced) and Value highlights; 65% absolute (all “reasonable” ≈ 80, “great” = 100), the category percentile can only raise it.Not enough reviews for this factor yet. Category median: 100.–
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MomentumMomentum · penalty only, up to −10 pointsPenalises only a real slide: last-12-month average below lifetime (−0.5★ = 0). Still 4.8★+ over the last year, or steady/improving = 100. Subtracted from the score (up to −10), never averaged in.The Cosmetic Collective: 40/100 on this factor. Category median: 100.C
40
Replies to reviewsReplies to reviews · 7% of the scoreHow often the owner publicly replies to reviews under 5★ (1–4★). Needs 3+ such reviews, otherwise not counted; 65% absolute (80%+ replied = 100), the category percentile can only raise it.The Cosmetic Collective: 75/100 on this factor. Category median: 74.B
75
Bar = this company · dark tick = category median.
Star ratings
139 Google reviews we collected
- 5 stars13396%
- 4 stars11%
- 3 stars11%
- 2 stars11%
- 1 star32%
Praise vs complaints
Phrases our text analysis found in 123 written reviews
- Praise13699%
- Complaints11%
Topic share
How often each topic comes up in the written reviews
- Staff & attitude4734%
- Quality & results3626%
- Would recommend2418%
- Communication129%
- Speed & response75%
- Honesty & trust64%
- Price & value54%
What customers talk about
We read 123 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“I found the shop to be warm and inviting with a friendly staff.”
“The service was absolutely amazing — professional, thorough, and truly relaxing.”
“Highly recommend for anyone looking for a top-notch facial and a relaxing escape.”
“I like that she communicates to me what she is working on as she "fixes" me.”
“third time coming to this place and they are always so quick and lovely!”
“I usually tend to gatekeep my favorite spots, but I genuinely can't keep this place to myself — it's that good!”
“I went in for the signature facial and added the lymphatic massage, and it was beyond worth it.”
People customers mention
- Care 26 reviews
- Hannah 19 reviews
praise complaint · found by our text analysis, Google review wording unchanged.
Recent reviews
CydneeLocal Guide · 49 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 2 months ago★★★
I called ahead of time to request dermaplaning and I couldn’t receive it because the Esthetician wasn’t trained (not her fault that she wasnt trained). Seemed to be a lot of confusion at check out as if they weren’t sure. I paid $200 for a facial w no dermaplaning which felt weird. The Esthetician was great and had…
MikeLocal Guide · 30 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 2 months ago★★★★★
Another great experience! Today was my first visit at The Cosmetic Collective but not my first time with Amy. I found the shop to be warm and inviting with a friendly staff. Amy's massage was top notch. I like that she communicates to me what she is working on as she "fixes" me. I go to Amy for my massages.…
AditiLocal Guide · 17 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 3 months ago★★★★★
Truly the best. Both Hannah and Care are great. They do not complicate the treatment. Just advice on what's truly needed. They also keep the space light. I love that they both talk at the beginning of the appointment but give me the space to just enjoy the facial afterwards. I almost always fall asleep during the facial. I love coming here.
Amy5 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 3 months ago★★★★★
I had an incredible experience at this spa, Hannah and Care for their facials. The service was absolutely amazing — professional, thorough, and truly relaxing. The staff made me feel so comfortable and welcomed, creating a friendly atmosphere that instantly put me at ease. I usually tend to gatekeep my favorite…
Arohi7 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 4 months ago★★★★★
Hannah was super nice! First time lash lifter and she made sure I knew everything I needed to during and post procedure. Definitely coming back!
Jenny9 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 4 months ago★★★★★
I had such a wonderful facial here!! The ambience is so soothing & I’m very very happy with my results!! Hannah is so sweet as well :) I really appreciate how she took the time to understand what skin issues I wanted to focus on before we started. Will be coming back & highly recommend to everyone!!
Photos
Customer reviews
4.9 ★★★★★ 139 reviews on Google · rating breakdown
Reviews from Google, shown as published (original wording, unedited).
Team members customers mention
Simone Shaheen11 reviewsTotal number of Google reviews Simone has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleAmazing experience! Loved Hannah!
Debbie Walsh10 reviewsTotal number of Google reviews Debbie has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleFirst spray tan here, very happy with my results! Will come again.
Cydnee TaylorLocal Guide · 49 reviewsTotal number of Google reviews Cydnee has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleI called ahead of time to request dermaplaning and I couldn’t receive it because the Esthetician wasn’t trained (not her fault that she wasnt trained). Seemed to be a lot of confusion at check out as if they weren’t sure. I paid $200 for a facial w no dermaplaning which felt weird. The Esthetician was great and had other skills. The front desk should have been more manageable and knownledgale; as I wouldnt expect Abby to but rather management to be more knowledgeable.
Response from the owner · 2 months ago
We would really appreciate the opportunity to make this right for you. Please reach out to us directly, as we would be happy to offer you a complimentary redo of your service, including the dermaplaning you originally requested. Thank you for bringing this to our attention. Your feedback helps us improve, and we truly hope to have the opportunity to provide you with the experience you originally expected and deserve. We are so sorry that a miscommunication on our management team’s part resulted in you not receiving the dermaplaning you had requested for your appointment. We completely understand how disappointing and frustrating that must have been, and we take responsibility for not communicating properly. We would love the opportunity to have you back in for a complimentary signature facial with derma plane.
Mike ConnerLocal Guide · 30 reviewsTotal number of Google reviews Mike has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleAnother great experience! Today was my first visit at The Cosmetic Collective but not my first time with Amy. I found the shop to be warm and inviting with a friendly staff. Amy's massage was top notch. I like that she communicates to me what she is working on as she "fixes" me. I go to Amy for my massages. While there, I found that the shop offers a wide variety of services which I will definitely take advantage of in the future.
Michael Gallaher8 reviewsTotal number of Google reviews Michael has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleGot a massage from Amy. Really good pressure and service.
Aditi KLocal Guide · 17 reviewsTotal number of Google reviews Aditi has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleTruly the best. Both Hannah and Care are great. They do not complicate the treatment. Just advice on what's truly needed. They also keep the space light. I love that they both talk at the beginning of the appointment but give me the space to just enjoy the facial afterwards. I almost always fall asleep during the facial. I love coming here.
Response from the owner · 3 months ago
Thank you so much for your kind review! Care and I truly appreciate your loyalty and the trust you place in us with your skin. It means so much to hear that you enjoy both your results and the overall experience. We can't wait to see you again soon!
Amy Kim5 reviewsTotal number of Google reviews Amy has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleI had an incredible experience at this spa, Hannah and Care for their facials. The service was absolutely amazing — professional, thorough, and truly relaxing. The staff made me feel so comfortable and welcomed, creating a friendly atmosphere that instantly put me at ease. I usually tend to gatekeep my favorite spots, but I genuinely can't keep this place to myself — it's that good! Highly recommend for anyone looking for a top-notch facial and a relaxing escape. I’ll definitely be returning!
Vivian “Vivi”Local Guide · 36 reviewsTotal number of Google reviews Vivian has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleSuch a waste of my time. I booked a class and even called ahead to confirm my appointment. During the call, they told me I could come in at 2:45 PM instead of 3:00 PM, so I drove all the way there expecting to get my massage. When I arrived, they told me my appointment had been canceled just 22 minutes after I originally booked it because they somehow confused me with another guest. The entire situation was incredibly disorganized and messy. To make matters worse, Hannah (I’m not sure if she’s the owner, manager, or front desk staff) showed almost no customer service. There wasn’t a single sincere apology, and she acted as if the mistake was somehow my fault. If I hadn’t called to confirm, I could understand there being some confusion. But I did call, and your staff explicitly confirmed my appointment and even asked me to arrive earlier. This wasn’t my mistake—it was a failure in your booking system and communication. Please do better. Customers shouldn’t have to waste their time and drive out for an appointment that your staff already confirmed.
Response from the owner · 3 months ago
Thank you for your feedback. I am Hannah, the owner. I want to clarify a few important details because your review does not accurately reflect what occurred. Your reservation was made through ClassPass, a third-party booking platform, approximately one hour before the appointment time. The appointment was canceled almost immediately after it was booked. At no point was the appointment confirmed by our staff. When you called, you stated that your appointment was for a facial, not a massage. However, when you arrived, you demanded a massage appointment instead. Unfortunately, we were unable to accommodate a service that was neither confirmed nor available. I also want to address your interactions with both me and my employee. The way you spoke to our team was unacceptable. We are committed to treating every guest with professionalism and respect, and we expect the same courtesy in return. We understand that scheduling issues can be frustrating, but this was not a confirmed appointment, and we could not provide a service that was not scheduled or available. We stand by our team's handling of the situation and wish you the best moving forward.
Arohi Bhattacharya7 reviewsTotal number of Google reviews Arohi has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleHannah was super nice! First time lash lifter and she made sure I knew everything I needed to during and post procedure. Definitely coming back!
Business details
- Address: 230 California Ave #100, Palo Alto, CA 94306
- Phone: (408) 464-9501
- Website: thecosmeticcollectivespa.com
- Service area: Palo Alto, CA