PURE Spa UK Recensioni 199

Bought a gift voucher for a hyperbaric chamber session at the Coventry spa. They advertise it as being able to be booked at Coventry but once I tried to use the voucher to book I was then informed that, contrary to the website seeming to show that Coventry offered the service, they don’t.
I therefore asked for a refund. Customer service has been replying to me quickly prior to this, but my last 3 messages asking for a refund were ignored. I’ll now be seeking a refund via my card provider.

I purchased the gift set products and absolutely love them. The smells are amazing and they are all natural. I highly recommend them!

Absolutely shocking company, one star is too high a rating,unfortunately there is no zero or minus option. Treated therapists badly, underpaid therapists invoices, fictitious email accounts, clients chasing refunds, appointments messed around. Very high turnover of therapists due to management behaviour and not because therapist were bad.

Husband bought me a voucher as a gift. The voucher did not arrive and he ended up chasing them up for it and could not get any response from customer services-he had to go in store to rectify this.
I then tried to book my treatment. Voucher recommended booking by phone or email. Tried calling multiple times daily over multiple days with no answer. Left voice messages, have not heard back. Emailed customer services and have yet to have a reply. My husband had to go in person again to book the appointment.
Went for a 60 minute floatation experience. It was the only spa treatment I have ever walked out of early. I was set up on the floatation bed and advised they would come and check on me. 20 minutes in and I was overheated and really uncomfortable- was unable to adjust any settings. Nobody came to check up. I tolerated it for another 10 minutes and then started to feel unwell, so got up. Could not find any staff to ask for help, place was deserted. Only person I found was the receptionist whom was already occupied. I fed back to her but got no response. Left feeling unwell and really disappointed. A kind gift made me feel worse rather than better. Have written a complaint on their feedback service and also forwarded it directly to the spa, asking for a refund. Unsurprisingly there has been radio silence since.
Avoid Pure Spa- they are a detriment to your health and your bank balance. Worst customer service I have ever experienced.
Update: 17/3/26
Have emailed purespa as per token response below and still had no reply from any of my communications other than the trust pilot response below.

Unable to book treatments as I was given gift vouchers as a present and cannot use these when booking on-line. I have now contacted the customer service on 14 occasions, 3 on email and 11 by phone often spending 20mins listening to 'Your call is very important to us, please wait for the next available agent'. No agent ever came to the phone ! I decided to drive to Witney to make a booking in person to find the place deserted ! If I didnt have the gift vouchers - I certainly wouldnt be giving them this much attention !

The system does not allow me to book a massage online using a gift card I received for my birthday. I called more than 10 times and nobody answers the calls. I left messages, sent many emails and nobody comes back with any answer nor responds to queries. I feel this is a scam. So they take payments from customers but it seems that the company does not exists as nobody responds by any communication channel.

I have been a customer of Pure Spa Union Square for over two to three years, and unfortunately, the negative experiences have outweighed the positive ones. Throughout this time, I consistently purchased treatment packages including the Hyperbaric Chamber, Infrared Sauna, and Laser Hair Removal, so I believe I am well‑placed to provide honest feedback on the services and overall customer experience.
Infrared sauna issues
I had used the Infrared Sauna since becoming a customer and never had any issues until late last year. This was the point at which I stopped treatments and decided to formally raise concerns about the ongoing problems I had previously overlooked.
Pure Spa changed their package system from block courses to gift cards without informing me. On one occasion, I accidentally purchased two blocks and immediately requested a refund for one. They denied it and said they don't do refunds for gift cards but I never knew I was buying gift cards in the first place. I let it go and continued with the treatments.
During one sauna session, less than 15 minutes in, I opened my eyes to find the main door wide open. I stepped out to close it, confused. Shortly after, an employee named Debbie—whom I had never met before—opened the door to the sauna room while I was semi‑nude (I had never experienced this in all the 2 years of going to the sauna treatments) She seen how uncomfortable I was...yet she opened the door even wider and continued staring. She claimed the session had ended, despite the sauna timer showing it was only halfway through. When I went to reception afterwards, Debbie's attitude was dismissive and unprofessional. therefore I asked to speak to the manager, which who I explained the situation to and she clearly wanted to defend her employee from the get-go and act like the situation was "normal" and the seriousness of the customers privacy didn't matter and that it happens all the time this was extremely disappointing.
Appointment Booking Problems
After that incident, booking appointments became a constant problem. Despite booking weekly as usual, I would arrive to find no appointment in the system. I repeatedly had to wait or rebook, wasting my time. I eventually began calling Pure Spa’s main office to confirm every appointment, only to be told that some had been booked for the following year—even those made directly with the manager. This had never happened before.
Hyperbaric Chamber Concerns
I also purchased a block of Hyperbaric Chamber sessions. Most of the staff appeared untrained and unsure how to operate the equipment. On one occasion, I sat inside the chamber for 20 minutes with the mask on, waiting for it to inflate. It normally takes 5–10 minutes. When I asked, I was told to “wait a bit longer.” After 30 minutes, nothing had happened. Only when the manager came did it finally start working. I ended up being there for nearly two hours.
In another session, I was left inside the chamber for more than 20 minutes after the session ended. It became extremely hot with very little air. After 30 minutes of waiting, I had to force the chamber open myself. When I got out, there was no one at reception—they had completely forgotten I was there. After that, I did not finish the remaining sessions out of concern for my safety.
Laser Hair Removal Issues
I also purchased a block of laser hair removal sessions. Due to personal circumstances, I had to reschedule a few appointments. It wasn’t until the third reschedule that I was suddenly told I had “lost” all remaining sessions. I asked the manager to show me the terms and conditions that stated this, and I am still waiting for that email to this day. On top of this, I experienced burns to my skin and inconsistent treatment, with areas being missed entirely. I eventually decided to complete the treatment at the Cults location instead of returning to Union Square.

Pure Spa Union Square is not a suitable place for regular clients. The lack of professionalism, poor customer service, and disregard for client wellbeing have been consistent issues. I strongly advise against purchasing block courses of any kind. My experience has steadily declined over the years, and each visit seemed to introduce a new problem.

Paid £125 for a 90min facial. Description on website included shoulder message, head massage, foot treatment, arm and hand massage.

Instead got 90 mins of pouring on rather lot of product which was left on my face near enough dripping after I was told my 90mins was up. Only massage (if you call that) was a rub of moving product around.

Disappointed!

I bought a gift voucher for my mum as a treat for a gel manicure, but unfortunately the experience was very disappointing from start to finish.

The shellac began chipping within a week, and one nail peeled off completely shortly after. The application itself wasn’t to a professional standard — the nails were uneven in length and the finish was untidy.

Booking the appointment was also a problem. Despite leaving multiple voicemails and sending emails, no one responded, and my mum had to go into the spa in person just to make the booking.

I raised this by email on 18 December and initially received responses. A replacement gift card was offered, but my mum didn’t feel comfortable returning given the experience and the difficulty booking. Once I asked about a refund, communication stopped entirely.

On 8 January I was told the issue was being escalated to the Executive Team, but since then multiple follow-up emails — including to customer services — have gone unanswered. It’s now early February and the matter remains unresolved.

Really disappointing overall, especially given this was meant to be a special gift.

Easy to find what I was looking for & pay - a gift card. My daughter has used it along with her own gift card, to book us a Swedish massage at her local salon. We're really looking forward to it.

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.