PURE Spa UK Reviews 

Terrible experience from start to finish. There were 2 of us who went as a birthday treat and we both left feeling deflated! There was a lack of professionalism and the massage was the worst we have ever had. We weren’t given privacy to get undressed and then dressed, the massage was more of a rub down and did not cover the whole back. There were no consultation forms filled in before the massage. I reported our experience to both the spa and the owner and the communication has been appalling. Do not waste your money, would not recommend to anyone! The spa does not match the service of the hotel even though they are separate establishments. It gives the hotel a bad name! So disappointed and would never return. Have contacted them at least 6 times and they have ignored nearly every email. Worst spa experience ever!!

Absolutely painful to book from. No one answers the phone, emails back and forth, everything’s an up sell.

Do not use.

DO NOT PURCHASE A GIFT CARD FROM THIS COMPANY!!!! It’s a scam as gift card was never received. No refund received after email sent to customer services regarding non-delivery. It is now in the hands of our bank and Mastercard.

Ivea did an amazing job with my gel pedicure. She was very kind and professional, highly recommend.

I had incidently placed an order which I appreciate is my own fault but after almost 12 e-mails with no response and maybe 50 phone calls I was lucky to speak to maybe 2 staff members.
They kindly offered to pass my details on, discuss my issues with customer services and then return my call which to date has not happened.

I have been in touch with trading standards who have advised this appears to be a common occurrence with this company.

For what is such a large company they are absolutely awful... avoid like the plague.

If I could give 0 stars I would!

Have been chasing for an appointment for 3 months. Constant cancellations. Come on ladies, you can do better than this! Or just give me a refund!

Would like to give 0 star. Was bought a voucher for my birthday - 7 July - got cancellation email the night before - emailed saying not acceptable to cancel and not offer alternative - no contact since - no answer from Head Office to phone or emails. Contacted the hotel they went to see therapist - door shut no one there - complete scam

Absolutely traumatic experience. The massage room was filthy and cold, causing me to get sick the day after. But even worse, the therapist (apparently the manager) was ON HER PHONE during the massage. She would periodically stop, touching me with a single hand, and I could hear her tap away. Eventually when I was on my back, I checked from under the towel over my eyes and clearly saw her. She then slipped the phone into her apron pocket.

Ive been to many spas and had never had such an uncomfortable and anxious experience before. Were you googleing the steps? Or messaging people about my body?

The head massage was also horrible and painful, basically just pulling my hair. Nothing relaxing whatsoever. She would take breaks and leave the room in the middle of the session and I could hear her complaining to staff on the other side of the door. (The place is really small too, not what's expected from a hotel spa)

I had purchased a membership before this but after this experience, I wanted to cancel it as I would absolutely not be going back. After 3 emails and waiting a week, (daily on their online chat feature too) someone from customer service finally responded and cancelled.

Save your time, money, dignity and avoid this place at all costs.

Excellent attentive service

Tried to book eyelash extensions and eyebrow wax and tint online but after booking the patch test, tried to book the appointment itself and as it tried to book a patch test again, I tried to call the salon (in Peebles Hydro) instead. No reply and that is understandable, as sometimes they are busy with treatments but despite leaving a message 3 different times, no one called me back. E-mail was no more successful, with no reply to both. Eventually (days later) someone called to change my time for the patch test and at that time, I was able to book the treatments for the Thursday. I turned up on Monday, as planned and had the test done (quickly and efficiently) but thought I’d just check on the appointment while I was there. I was told that for some reason, I had been booked in with someone who couldnt do that treatment and could I change the appointment to an earlier one? I brought it forward to 1230, instead of 5.30, which wasn’t ideal, as I only get an hour for lunch but as I was going away for the weekend. I decided I’d have to go with it. Turning up at the salon at 1220 on Thursday, I was met with a puzzled expression and told that I wasn’t in the diary. I reminded her of the rescheduling of the appointment a few days before and she then said that I had been taken out the diary because the person who was supposed to be doing the treatment was off sick and they had presumed I had been notified. Which I had not. No other appointments available that day and so, I was left thoroughly disappointed and without the eyebrows and lashes I had hoped for. Very disappointing service indeed. Seemed very disorganised as far as bookings and admin were concerned. Will not be booking again and would dissuade anyone else to.

Booked and paid for appointment online. Arrived at Spa and there was NO ONE there. They do not answer telephone, cannot leave a voicemail, have not responded to multiple emails. Hotel staff said this is a recurring problem. TOTAL SCAM.

UPDATE:
The reply from Pure SPA is a complete lie, they made no attempt to contact, and over a week later emails are still unreplied to. Phone still doesn’t work. Further hotel staff at the venue said this is a repeated problem with therapists not showing up for appointments, they referenced a guest the previous day who had the same experience. And explained they could not get ahold of Pure SPA staff either. The company should answer phone calls, or reply to emails, at minimum. They have my phone and email and have not contacted. Absolute shame of a response to a public review. The booking system should not take bookings if appointments are not available, and it is easy to have a working phone number for appointments. They do not! Do not book with them.

Awful Experience – Not Worth the Price

I booked a 120-minute couples spa day, including additional treatments, but we only received 90 minutes of service. Furthermore, we were unable to use the spa facilities due to ongoing refurbishment, which was not disclosed at the time of booking the gift. Communication with the company has been extremely difficult, making it nearly impossible to get in touch. Overall, a very disappointing experience, not worth the price, avoid this company at all costs!!!

Bought an e gift card for my mums birthday that has not arrived and they won’t refund. Now believe this is a SCAM. They do not honor the consumer statutory right (protected by law) of a 14 day cooling off period for gift cards bought online (which is actually a criminal offence). So please please avoid to save yourself the stress. They don’t reply via online chat, phone or email. They also have no formal complaints procedure which is a major red flag for a legitimate company. The issue has been now referred from Citizens Advice to Trading Standards to investigate for fraud. I advise anyone who has a similar issue with the company to do the same as dealing with them directly is impossible.

Absolute scam. My daughter very kindly ordered a gift voucher for my birthday. She received an email saying it would be emailed to me on my birthday. Nothing arrived (yes, I did check spam!). Customer services with this company are non existent. The ‘live chat’ just says they are busy please leave details and they’ll get back in touch - never have. Phoning results in recorded message - leave details- never call back. My daughter has also emailed with no response. We are going to be in touch with trading standards to investigate as this is obviously a scam / fraud. Do not have anything to do with this company.

I booked a last minute appointment at their Brighton spa when I went down the therapist had already left and they had no booking on their system.

I then was emailed a gift card which I cannot use I spoke to someone on Monday who said they would refund me but have since got an email from the Brighton spa saying they don’t refund gift cards! I did not buy a gift card I scanned a QR code and booked an appointment.

Since then I’ve emailed with no reply and called every dah with no answer!

Still £70 down.

The spa itself is nice - good layout, place for relaxation, changing rooms. Perhaps a little worn in places. I had an excellent treatment, and was given a nice little welcome gift. Recommend taking a robe for spare towel as neither are provided.
However, my friend and I did not have a positive experience checking in. We purchased a voucher for a Hilton/Pure Spa weekend. Communication with Pure Spa customer services to book the actual dates was painful at best - multiple email chase, no responses, no direct answering of questions. Checking in to the Hilton was also painful - took well over an hour as all the booking details were wrong. Seems there's a very questionable set up whereby the Hilton reception supervisor had to leave a message with some distance manager in Pure Spa to make payment to Hilton for our room before we could check in. The voucher was purchased last spring so one would assume this would have been sorted well before our stay. No real apology from Pure Spa or Hilton for the trouble, very disappointing over all.

The worst spa and the worst experience ever!!! Do not book!!! I had a gift voucher and chose 1 hour for the spa facilities and 1 hour for a facial with a scalp massage.

First of all, the spa facilities?? There is only one sauna and one steam room?? You need to go back to the changing room to shower after the sauna—you’re lucky if it’s not busy 😳. They told me slippers weren’t necessary, so I went barefoot. However, when I was walking around barefoot, my feet became dirty. Throughout the entire hour while I was using the “spa facilities,” there was a cleaner’s bucket with all chemicals just sitting there (see the picture)!!

As for the resting area, I was scared to sit on the beds, because it looked terrible or very used—they looked really dirty, and they were very hard and uncomfortable to sit. I decided not to use them just in case :)

After 1 hour of using the “facilities,” the lady came to call me for my facial. I was all wet, and my towel was wet. I wondered if I should change first since I didn’t feel comfortable lying on the bed with a wet swimsuit. She was like, “Yeah, if you want to” 🤦‍♀️.

Sauna: When I first entered, I poured some water— it was okay. But on the second entry, I poured water and realized nothing was happening 🤦‍♀️. The stones were still wet, so I decided to wait a little in the steam room and try again later. When I went for the third time, it was cold 🤣🤦‍♀️🤦‍♀️.

Facial: I know how to do facials myself; I’ve completed courses and have all the certificates. I don’t know what that woman was doing to me!!!!! First, my décolletage wasn’t even touched. Second, she basically started with the massage 🤦‍♀️—she wasn’t ready. When it was time for the steamer, she said, “I’m going to get water for the steamer” 🤦‍♀️. We waited more than 5 minutes for it to warm up 🤦‍♀️. My skin is sensitive, and she didn’t even cover sensitive spots on my face before steaming. When she started, she said, “Let me know if the steamer is too hot or if it will start spitting on you!” I got scared 🤦‍♀️. Luckily, it didn’t spit on me; otherwise, I would have left.

After steaming for probably 10 minutes or more, she didn’t clean my face and applied a mask directly onto my sweaty face 🤦‍♀️🤦‍♀️🤦‍♀️. The mask was on, and instead of a scalp massage, she gave me a foot scrub 🤣🤦‍♀️. I really hope she changed her gloves afterward. My face started to itch a bit—I told her, and she said the mask was drying. I said okay. When she told me, “If you start feeling uncomfortable, just let me know,” I said okay, and she left the room!!

My face began to itch more. I sat up, trying to figure out how to clean my face myself. When she returned, I told her my face and neck were itchy. She said, “Okay, I can remove the mask!” I mean, she applied the wrong mask for me 🤦‍♀️🤦‍♀️ and just cleaned my face, added more oil—that’s it!!! She gave me aftercare advice while I was still lying on the bed with my eyes closed 🤷‍♀️🤷‍♀️🤷‍♀️. She then left the room, telling me to relax and get ready.

I then jumped off the bed because I wanted to leave as soon as possible. Sadly, I left my phone in the locker and couldn’t take a picture of her workspace. I can’t imagine who could work in such a mess!!! So many bottles of oil without any labels!!! There was only one mask and one scrub, which they used for all skin types 🤦‍♀️🤦‍♀️🤦‍♀️. The products were labeled: Pure Spa Scrub, Pure Mask, and coconut oil scrub—all for everyone 🤦‍♀️🤦‍♀️🤦‍♀️. The massage she did on my face was OMG—someone help me 🤦‍♀️🤣. She mainly massaged one side, which hurt, using only 2 or 3 movements 🤦‍♀️. When I left the room, I was glad I went to the toilet where the light was brighter; otherwise, I would have gone home with leftover mask on my nose and eyebrows 🤦‍♀️.

As soon as I left the facial room, instead of asking how I felt, she asked for the remaining money🤦‍♀️

Avoid this spa—don’t ever book!!! They shouldn’t even call themselves a spa!!! The steam room and sauna are tiny, fitting at most 3-4 people at a time 🤦‍♀️🤬.

A quick, polite response to my request.

Horrendous customer service. Husband purchased a full anniversary package at a cost of £270 this was a surprise as I've recently had major surgery. He believed that this was a David Lloyd Spa & with their reputation had high expectations and felt the overall service would be impeccable, (ive since learnt they basically hire the room there)

I was supposed to receive the full works including lunch and use of the David Lloyd facilities, the sales patter/email he received to upsell offered it all and to an exceptionally high standard. Sadly this is not what i received, no invitation, no lunch, no use of facilities, no choice of treatments, no body scrub, in hindsight it was clearly evident this Cheadle branch was due to close. No surprise though that when i originally called customer service to book there was zero mention that this branch was closing and treatments may be limited, or that the place would look like a ghost town & so far removed from high end. I should of been informed and offered the opportunity to take a refund especially that they were not prepared to provide the service they were paid in full for.

Sent emails to customer service, no response, finally got a short response to say someone would be in contact within 3 working days & still nothing, i do however keep receiving sales emails offering more products/services.
The customer service is appalling, you cant book through the branch direct it has to be done through head office which is a whole load of faffing in itself and surprisingly they couldn’t share any specifics of what the salon could offer.
It’s honestly a huge con, i have attended many spa’s from the luxurious to the cheaper end and to be honest the cheaper ones provided a much better experience than this has. They do not appear to care once you have parted with your money and in my case nearly £300. Although I do have to say my therapist was a really lovely girl but sadly she will be out of a job shortly.

I was hoping this would be resolved and Pure Spa would have the decency to at least respond to my emails. I really hate leaving reviews & it does leave me feeling uncomfortable but i feel completely ignored. The customer service experience has been nothing short of appalling and future customers should be made aware.
I do plan to escalate this matter further.

Customer service helped me with my booking issue right away!