PURE Spa UK Reviews 

Impossible to get in contact with. Over the past two months, I have tried emailing the customer service email (customerserviceATpurespauk.com) three times and calling two separate numbers which no-one picks up and leaving messages, only to get no callback. Can't make an appointment to redeem a gift card. I suspect the business is struggling, so advise against purchasing gift cards or such like as they appear to be virtually impossible to redeem.

This was the first time I purchased from Pure Spa on line. It promised me 15% discount on my first order, but I didn’t get it. Disappointing really.

Booked appointments well in advance specifically for 2 people at the same time for special occasion and on the day were told one therapist was ill. Ok these things happen but what is PureSpa’s plan B to have another therapist on call ? There doesn’t seem to be a plan B so we had to rearrange our plans. They agreed to refund booking in full (confirmed in email) and we made do with 1 therapist. Whilst not ideal we accepted the offer. Have been waiting for refund since 29/11/25. Unacceptable delay. Have called numerous times and left phone messages - nobody answers and nobody returns any calls or replies to follow up emails.

I would award no stars if this was an option. I booked massages for myself and my daughter in Brighton to have on my 60th birthday in November with two therapists. When we arrived there was one therapist and they had moved the times. Mistakes happen and I was promised a refund by phone, email etc but despite chasing this has never arrived and they now just ignore me and have no intention of paying. Avoid one big rip off!!

Steer away from Pure. I booked manicure and pedicure, the only thing i got was filing and gel Polish. But they charged the same price.I was at Rose Street Edinburgh on the 9th of October 2025.
The Polish started to go off on the 11th, I went there but they were closed. I couldn't go again so I wrote several emails without response. I called several times, all the calls went to voice for me to leave a message and they'll call back. I'm yet to hear from them. I'm going back to Edinburgh in April, I surely will pay them a visit.

Shocking Customer Service..We bought a voucher for our parents at £170 for their location in Lytham St Annes.
When coming to book they had closed down the location in Lytham St Annes and wanted to redirect us to Scotland. We advised them this was not possible to attend any other location due to certain circumstances and they refused to offer a refund. I have tried calling numerous times but no one ever answers or returns my calls.
In all the other reviews they have responded by telling people to contact them by email which i have done numerous times but after a couple of replies they no longer respond.
i am now reporting to trading standards and will request a chargeback as they just refuse to engage or sort the situation which they have caused.

i wish i had checked trust pilot before booking as i would never of booked with them as it is clear they are a poor company to deal with and very untrustworthily and will no doubt close down very soon

I bought two e-gift cards in November 2025 and have had the hardest time trying to get through to customer service. I have called, emailed, chatted, submit a form all trying to book an appointment for my husband and I. I am trying to book a couples massage and its not listed on the book online portion. I have never had this much trouble in the past so I'm not sure what's changed. At this point ill be asking for a refund of my gift cards as I've paid a lot of money out for them.

I paid £195 upfront for a spa package at Peebles hydro on February 23rd 2026. This was paid for on 28th September 2025. Through complete chance, I went on the Peebles hydro website at the end of December to check something and saw the spa was closed. Nobody from pure spa had informed me of this. I emailed to ask for a refund since they would no longer be able to provide the service - they changed my appt to a different spa. I told them this was not suitable and I wanted a refund and for weeks now they’ve been either ignoring my emails or fobbing me off, claiming they’re chasing it up when they’re clearly not. I am so angry as they are clearly scam artists. I have now initiated a charge back with my bank and have evidence of all communication with the so called pure spa ‘customer service’ team. Avoid at all costs!

I booked a treatment on 12 December for that morning. Paid when booked online. Pure spa Aberdeen quickly called me to say they could not honour the appointment as it had gone into an incorrect calendar ie. Supervisor one. They said i would get a refund. I am still waiting for my £82.50 and it’s now the 13th January. Absolutely shocking.

Having a nightmare trying to book an appointment with my E-Gift card the instructions say that a box for the code will appear when I accept the terms and conditions but it doesn't I've even put my card details in and taken it to the next stage but it looked like it was going to charge me as still nowhere to put the voucher code I've tried phoning, emailing and messaging on facebook a number of times. Still no success. I'm really beginning to think that these e-card vouchers are not worth the hassle especially as it's embaracing for the person gifting them if the person is having this much trouble using them.

I booked a 90 min mix and match package during the Black Friday sale. The service I received at Pure Spa Coventry was excellent and consisted of 60 min full body massage plus 30 min facial

I booked a massage at the Pure spa in Peebles Hydro. I received an email a couple days before the appointment saying this spa would be closed on that day and my treatment would be moved to another hotel in Peebles who would be in touch. I replied asking if I could rearrange my massage as I did not want to go to another hotel / spa for this. I received no reply. I received no email from the other hotel that it was supposed to be rearranged with. I have emailed customer services multiple times with no reply. I have called the customer services number multiple times and noone picks up. I received no refund. I paid for part of the massage with a £70 voucher which has not been refunded. I did a chargeback with my bank for the portion I paid on card and have now heard from the bank that Pure has challenged this chargeback!! I am still receiving almost daily marketing emails pushing gift vouchers which from my experience and other reviews here they clearly cannot fulfil and seem to be closing down and desperately grabbing any cash they can get. I was previously a regular pure customer so this has been really disappointing.

REPLY

As per the reply from pure spa I got in touch with the customer service email address, after a few replies they have again gone silent and stopped replying and no refund has been provided

Never heard of this company or given them any contact information but I repeatedly get emails from them even after unsubscribing, telling them to delete all of my info and explaining to them that they are breaking GDPR law. They have obviously illegally obtained contact information.

Edit: It is now the 17th January and I have just received yet another promotional email from you. I emailed this customer service email address over a month ago asking you to delete my data. You are not complying with GDPR.

I wrote to this company and the Lansbury Heritage Hotel in Canary Wharf on 27/11 to make a formal complaint regarding my stay at the Lansbury Heritage Hotel on 24th November and the spa treatments I booked through PureSpa who offer treatments at this hotel.

I booked the hotel on 15th August specifically because it advertised on-site spa facilities. I also purchased nearly £200 worth of treatments for myself and my daughter as part of a special theatre trip. This was meant to be a relaxing and memorable occasion.

On 10th November, when I contacted PureSpa to confirm the arrangements, I was informed for the first time that the spa was unavailable and our booking had been redirected to Sweet Teas — around 30 minutes away by taxi. Neither the hotel nor PureSpa notified me about this change in advance, which left us with no time to make alternative plans. I was told my money was non refundable and there where no north west locations so I had no option but to accept this.

As a result, we had to pay an additional £40 for return taxis to a location we were unfamiliar with, where we did not feel particularly safe. When we arrived at just before 6pm we could not access the building and security staff were unable to help. With no instructions provided, the premises looked closed and this caused considerable stress — we genuinely thought the treatments had been cancelled. After calling two different Sweet Teas numbers multiple times without response, we were about to leave when someone finally arrived at 6pm.

The experience continued to decline. I had booked manicures and the Autumn Glow package with the understanding we would receive treatments together. Due to staffing issues, we were told this was no longer possible and one of us would have to go to another location for nails while the other stayed for the facial/massage. The therapist who completed the manicure was lovely and tried her best, but she explained she had stepped in as a favour and had not practised for some time. Understandably, the results were not of the expected standard and the treatment took far longer than it should have.

After spending a significant amount of money for what was meant to be a relaxing break, the entire experience was distressing and extremely disappointing. We did not receive what we were sold or what we expected from a hotel promoting spa facilities and a Spa charging London Prices for inferior treatments. I have decided to post here because neither the hotel or Spa have acknowledged or responded to my complaint. Avoid at all costs.

Booked a treatment & was ill so couldn’t attend. Emailed & phoned 5 times to get refund. That was 3 weeks ago so have had to result in contacting my bank. Absolutely disgraceful company and worn others to be very careful when parting with £100 deposit because you will struggle to have it returned.

The instant egift card was far from instant! Ordered Christmas Eve and didn’t arrive until Boxing Day! Made Christmas Day very awkward. Messaged customer service but had no reply.

At the end of October I booked to get my nails done for Christmas. I got an email to say that the Spa I’m booked in with is shut and they have redirected my booking to another spa who will be getting in touch with me regarding my booking. I emailed back straight away saying I would like a refund instead and nobody has got back in touch with me. I phoned and got told that someone would get in touch with me and nobody has. Shocking customer service. Nobody has even got in contact with me from the spa that it was apparently redirected to like they said. Why are you able to even book when the spa was shut.

Many reviews talk about receiving last minute cancellation - we didn't even get that! We made 8 hour return journey to Peebles Hydro (the hotel is very good by the way not their fault) to find that no spa exists despite having received email confirmation of appointment 24 hrs earlier. This appears to be akin to a pyramid sales scheme where new sales are constantly required to provide enough resources to honour existing pre-paid treatments - hence the refusal to refund and keenness to keep pushing existing sales commitments forwards. That can only come crashing down! Anyway I'm taking my claim to the Sheriff's Court and will let you know if it gets resolved before the cash runs out!!!!!!

Pure SPA Bristol Branch.
Purchased a massage therapy session electronic Gift Voucher (GV) for my wife, for her birthday last month.
Never received the GV. Had to send three separate emails to the office to chase, and was responded to by nothing but excuses, eg they only work 4 days a week- Thursday to Sunday.
On the second email to raise a formal complaint the member of staff who had responded to my email to raise with her manger, send the email to me and not her manger. Very shoddy and sloppy administrative work, with no apology from the member of staff

Eventually the branch manager emailed a half arsed worthless lip service apology, even after explaining the whole debacle they weren’t really interested initially of trying to remedy the problem they essentially their online technology had created. If you make a mistake, own it and fix it, eventually they did but only after I insisted on a full refund and threatened legal action.
Absolutely would NOT recommend Pure Spa Bristol,Customer service and staff are completely incompetent and full on shit show.

In this current climate of struggling finances and ever increasing cost of living prices constantly on the uprise, don’t spend hard earned money with these circus clowns. You would be wasting funds and precious time sorting out refunds, for services not delivered.

Puts Spa Bristol get your shit together quickly, or do us all a favour cease trading permanently!!

What experience? Can't book an appointment. Was bought a gift voucher from a frient. Can't book through website, don't respond to contact form, left voice messages, even went in and was given 3 different staff emails to try and no contact back!