PURE Spa UK Reviews 

I booked a massage at the purespa at the double tree Hilton brighton. It charged me over £100 for the service then when i arrived it was shut. I have been on at them via email for a month now and they have not yet refunded me. I am disgusted by this businesses.

Arrived quickly and the list of spas across the country is very useful

my self and my friend where booked for massage, Sauna and facial and when we got there we where taken up stairs and shown round the rooms and then taken to the changing room to get changed!
🤢 The changing room had a man’s clothing all over the floor, the room was full of brown flies to the point of you couldn’t see the mirror on the was as they where stuck to it and felt they where in my hair etc!!
we went to find someone right away, girl when to the room and was disgusted too and couldn’t understand where they where coming from, il tell you place was filthy.
she offered us to change and leave our clothes in an office, not a chance, we did not stay for our treatments and on way out had a good look at the place and it was filthy not somewhere you could relax and feel refreshed that’s for sure!
phoned next day and got told the manager had said we’d get refund but that the fire escape door was left open causing the flies!!! RUBBISH there was no fire escape in that room and what ever happened these flies had been there quite some time so makes you wonder about the cleaning how often it’s done, it was such a shame as we where only in glasgow for the day and wanted pampering, i will NEVER go there again not even to get my nails done and still waiting in an apology!

I finished an autumn glow treatment very upset. The smell from the dental abcess the therapist had was putrid. I spent the appointment feeling nauseous and trying to hold my breath. A therapist should not be treating in this condition both for client experience and for her own wellbeing. Since contacting by email, I have had one response but no reply to my last 2 emails.

Gift card purchased then all the nearest spas shut down. They did extend the date by 3 months however when trying to plan to travel to use it they have also closed that spa down too. Shocking seems to the same for everyone. Taken money and unable to provide a service. Nearest spa now is over 2 hours away. I understand gift cards have expiry dates but if you close sites down you should honour refunds of gift cards. Avoid

Pure Spa. Happy to take your money for an e gift card but not actually issue you with one. Spent close to £100 and it's been over a week since I paid.
Absolutely no instructions on when the e gift card will be sent to me.

On top of this. I have emailed a total of 4 times and attempted to call pure spa.
No emails have been replied to
When I phoned. I got put to voicemail

Totally unacceptable and non existent customer service I am shocked and unimpressed.

I have used pure spa a lot over the years but this is the first time they've given me the cold shoulder. I have no idea how else to get in contact with them except for going into store

HORRENDOUS

I booked a lash lift. I’ve had plenty before, but with different companies. No one likes chemicals near their eyes for obvious reasons and I told the receptionist I wanted an experienced therapist because of this.

At the time of the procedure I told the therapist why she’d been designated. I told her my eyes were prone to moving a bit under the eyelids when closed so to be extra careful. She wanted to proceed.

She got the chemicals in my eyes. I said they were stinging badly, suggested we abandon the procedure and wash my eyes. She assured me it would ‘be fine’ and carried on.

Naturally I paid on leaving having been told i would be fine

Next day my eyes felt extremely uncomfortable. They were hot, red, sticky. I splashed them with water, took antihistamines and hoped they’d be fine in a few days. But they weren’t.

I sought advice from a pharmacist who directed me to an optician on an urgent basis.

Pure Spa union square manager failed to call me at all, even to see how I was. Despite my asking for a callback she had a junior send me an email.

They refused to refund me, which is the least they could do considering due to their negligence. I was unable to work or do anything else, was extremely worried, anxious and distressed about whether my eyes were going to be okay and even had to seek urgent medical attention (so far from compensation for loss of earnings, injury and emotional distress, they WOULDN’T even REFUND ME)

The fact they want to withhold every penny despite their atrocious ‘service’ lets you know they do not care about keeping good customer relations and do not care in the slightest about their clients nor their health. They’re only interested in your money, NOT you.

They said the reasons they were refusing to refund me was because:

1. I paid after the procedure was complete and before leaving the premises! (My bad. Isn’t that standard practice?)

2. That I didn’t inform them right away when my eyes were sore (they’re not medics - I sought advice from medical professionals. What were a bunch of beauty therapists going to do?!) in any case they were aware - At the time!

3. That they question why I had the procedure done in the first place (why are they offering it?! Why do they THINK I had it done?)

4. They asked for photos of my eyes, which I sent but they asked 10 DAYS POST PROCEDURE when naturally by then my eyes, although still uncomfortable, had settled down largely compared to the first week - which prevented me from going to work or doing anything else because I had to lie down and keep them shut as they were burning hot. They knew this - the same day! But stated that because they couldn’t see the symptoms (as they had largely subsided which was pointed out to them) they didn’t believe there was a problem !

5. And lastly I ‘didn’t provide the documentation requested’ ie the optician’s report and prescription. They NEVER ASKED for it.

Just excuses and deceit

They didn’t even have me sign a consent form or advise me of the risks.

THAT is the sort of people you’re dealing with.
It’s also expensive
The fact most of the reviews on here give them ONE STAR corroborates my sentiments and awful experience and other people quote a similar course of conduct by the manager.

And I have NEVER encountered a company other than them where you cannot call them. You have to phone a generic number and someone in any spa up and down Britain answers. What use is that? How can you possibly make an appointment when the other salons don’t even have access to each others diaries? They can’t even transfer your call from one salon to another. It’s bizarre and ridiculous, irritating, inconvenient and frustrating.
And the other option is for you to email them and ask them to call you.

I CANNOT EMPHASISE ENOUGH JUST HOW BAD THIS PLACE IS.

PURE lack of compassion
PURE unprofessionalism
PURE incompetence
PURE TRAUMA

is what puts the PURE in Pure SPA

I advise for your own safety, sanity and bank balance you go elsewhere. There’s plenty of beauticians in Aberdeen to choose

I recently purchased a gift voucher from Pure Spa on line which went missing in the post. A lovely lady at the Aberdeen branch stepped up and went beyond good customer service and hand delivered a new voucher to me.
the service I received, from contacting customers services to receiving the new voucher was excellent

I would never book or buy anything from this company again - I have spent just short of £300 for a course of treatments that I have had no end of difficulties trying to book! The spa of my choice due to location is either closed, nobody answers or calls back from the main telephone number you call to book on, their website didn’t cater for the course booking I made either, emails are left unanswered from management levels also. I have had my name mispronounced over the phone and when I found it offensive I was laughed at… it was really quite disconcerting and showed just how much they don’t care about the customer at all.
I bought the course of treatments back in September and have been advised that it’s Pure Spa policy not to refund… they have a legal obligation to refund and are clearly unaware of a consumers statutory and legal rights here… I wish I’d seen the reviews on here before I bought anything from them whilst they think it’s their right to hold my money for a service that is abysmal!

Catherine was great !! My boyfriend surprised ,me with a birthday treat and it honestly was incredible. One of the best massages I have ever had.. thank you so much , I am sure I will be back again when I next visit :)

I paid £180 for a course of 6 LED light therapy treatments. When I attended for my first session, I was advised that I was unsuitable for the treatment due to a very common medication I am taking. I was advised that I would receive a refund. I have not received my money back and I have received limited response to multiple enquiries. I am deliberately being ignored and pushed towards using the payment towards an alternative treatment, which I do not want. Although I have found the therapists to be pleasant and do not blame them, I have had several previous issues with this company with bookings being cancelled at the last minute and having difficulty booking appointments. I do not recommend this company.

I am reposting this review after nearly 12 months of waiting for a resolution, and my frustration, disappointment, and hurt have only grown. My original review still stands, as nothing has been done to address my complaint.

I received a £220 Pure Spa gift card for my birthday in December. Despite the spa being far from my home, I made the effort to travel to the Cheadle branch, as it was supposedly the closest location offering the treatments I wanted. I explicitly requested that all treatments be done on the same day due to travel constraints, and I was assured this would be fine.

However, on arrival, I was told I couldn’t get my manicure and pedicure because the correct technician wasn’t booked, and my eyelash lift and tint could not be done because a patch test had not been completed, a requirement never communicated to me beforehand. I agreed to return for a second appointment, hoping this would be resolved.

Shockingly, the same issues occurred again. Staff were disorganised, unprepared, and extremely rude. Their attitude was cold, dismissive, and unwelcoming. I even felt treated differently due to my race. I spent over £40 each time on travel, only to be repeatedly turned away.

When I tried to explain my situation to staff, one member said she “didn’t care.” I asked for my gift card balance and was falsely told I had only £16 remaining, despite only having had a pedicure. I requested a refund, but was refused. Despite giving them multiple chances, proper service was never provided.

I have contacted customer service multiple times, but no one has resolved my issue. The only reply I ever received was a vague promise that someone would contact me after seeing my review, but no one ever did.

Now, almost a year later, I am still waiting for a refund or for my treatments to be booked. I will not accept any claim that my gift card has “expired,” as I was prevented from using it due to Pure Spa’s negligence. I am in London now and willing to travel to resolve this, as the Manchester branch has reportedly closed.

At this point, I am left with no choice but to escalate this matter. If Pure Spa does not contact me immediately to provide a full refund or book my treatments, I will report this as fraudulent activity to the appropriate authorities. I have seen many similar complaints on Trustpilot, and it appears I am not the only customer misled, disappointed, and financially harmed.

Pure Spa has wasted my time, money, and emotional energy. I am demanding accountability. I expect a phone call, email, or WhatsApp message immediately. Enough is enough.

The customer service at PURE Spa Union Square is consistently poor. Appointments are hard to arrange, there’s no direct contact number, and when you make an appointment through email, you either fail to receive a confirmation or they mistakenly schedule it for the wrong day...which wastes time for the actual appointment /treatment when you show up.

I had a voucher gift for 6 massage treatments for my birthday this August, used one in September and in October was told their spa in Canary Wharf was closed and was offered alternative beauty salon for the massage. I refused as it was too short notice, the other salon was far away and requested refund. The manager responded initially saying she issued a refund however the money was never refunded. We called the customer service number every day in the last 2 weeks but no one responded, sent several emails to follow up, we were told initially they can’t pay us because it’s been already refunded without any proof that they actioned any refund (we asked to confirm account number, date of refund proof from their accounts etc- no answer).
The number provided is not responding, emails are never answered and money refund for my birthday gift disappeared with pure spa.

Be careful booking anything and paying upfront!

I had a voucher booked with pure spa in canary wharf. They cancelled my whole spa day and treatment with 5 days notice due to “unforeseen circumstances”. I then had a really stressful time trying to find another spa that could fit me in with 5 days notice. Was not happy and would definitely not waste my time with them. Clearly don’t have any respect for their clients

DO NOT USE THIS COMPANY. PURE Spa gave their customer less than 24 hours notice before leaving the David Lloyd in Farnham where they were based. The company have taken thousands of pounds from customers including myself and have refused to refund our money. Many customer have taken the company to court. PLEASE BEWARE, FRAUDALENT COMPANY!

I bought a gift card for someone else. There was no facility to insert that person's contact details.
Hope there's not a problem when she uses it.

I’m writing to express my deep disappointment regarding our experience with your so-called “Couples Spa Treatment,” which turned out to be completely misleading and poorly handled.

The treatment was advertised as a couples spa treatment, which naturally implies it is for two people. To be sure, I sent an email immediately after booking to confirm this, but I received no reply to three follow-up emails. I also tried calling multiple times and left voicemails, none of which were returned.

To make matters worse, we only received an email at 12:51 PM on the day of our 4:50 PM appointment stating that the treatment was for one person only. By that point, we had already travelled to Oxford for the weekend.

When we arrived, there was only one male masseuse available to treat my fiancée. While he was polite and professional, the lack of communication, misleading advertising, and overall management of this situation were unacceptable. It completely ruined what was meant to be a relaxing weekend experience.

I expect a full explanation and wrote a review as you do not respond to emails or phone calls

My daughter booked this treatment for me as a birthday gift, My appointment was for 12:00. I was staying in the Hilton hotel at the time, so I arrived at 11:45, enough time, then i waited till 12:30 and nobody turned up. My daughter called the team and no-one had answered the phone at all.
i was so annoyed and confused as to what was happening, so my daughter advised me to leave and come back to my room. we made the hotel aware of this and they had sent the SPA team an email detailing a complaint. The next day the hotel manager asked me if i had an an update from the SPA TEAM yet about what had happened and i said no, I also found 3 other guest on the hotel, who's appointments and treatments had been cancelled or no showed and a hotel admin worker also advised me the SPA team sometimes just don't show up.

Think it's appalling, the team not to show up to the appointments or even call to advice they can't show up or suggest a re-scheduling. $100 down the drain, would never use this company again.

Ordered several items as I had gift cards. Very long wait then damaged goods were delivered I took photographs and emailed customer service. I was told I would receive replacement goods but have had to email again as still not received. I first ordered the goods 31/08