PURE Spa UK Recensioni 

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!

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 :)