PURE Spa UK Recensioni 

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

The worst service and worst treatment they never change! This is the second time I’ve had a problem with them. Every time, they book me for the wrong service, and this time they even booked me at another branch without informing me. I had to pay for Uber twice, and when I arrived, they had again booked the wrong service. I told them I no longer want any services with them because I’ve had a bad experience before. With the service I did before and now this issue, I asked them to refund the remaining balance on my gift card they said they would contact me, but no one has reached out so far. I even sent an email, but no one replied. On top of that, they deducted an amount from my gift card for a service I never received. Very poor service!

I have been trying to book an appointment for weeks and no one ever answers the phone after many left voicemails I still have never received a call back. I have done it online and they have now taken the money off the gift card I had but not booked anything again can’t get a hold of anyone to sort this issue. Absolutely shocking customer service.

I booked and paid for a treatment online on 19 Aug. I attended the appointment on 21 Aug, treatment was great, no complaints. However, I then received an email asking if I wanted to tip the masseuse, which I did and Pure Spa Uk then took without authorisation payment for the treatment again, so I was charged twice. I have been ringing and emailing without response. I have challenged the payment with my credit card company but this is poor customer service and unlawful to take payment from someone without authorisation.

Thank you for the response. I have already emailed you on several occasions and left messages on your answering service and you haven’t responded. So why would emailing you again be of any use?

This was the worst spa experience that my fiance and I have ever had. Unhygienic, my treatment 90 minutes late, place smelling of sewage, and treatment not as advertised. The photo of the pool is false advertising, it belongs to the hotel. In reality the spa is a dusty waiting area, filthy showers, and lukewarm sauna. There was a thick layer of dirt on the shower floor, as well as hair. The toilets were unflushed.. No where to get changed. After my treatment was late I had to cancel my afternoon plans. This was a £270 birthday treat from my fiance, but we left feeling disgusted and annoyed rather than relaxed. I've tried to get in touch with the company. They offered to re-book our treatments with the London Spa. However, after reading the reviews for that Spa we realised that the issues with the Brighton Pure Spa seems to be a company wide problem. So instead we asked for a partial refund, that's when the company stopped replying to emails full stop. Absolute scam. save your money or go elsewhere.

I booked a spray tan for the salon in Rose street in Edinburgh it was booked for 7pm accepted my booking and FULL payment, sent me an email to remind me of my appointment I contacted them at 4pm to make sure was all ok with booking as their website stated they closed at 6pm and my booking was for 7pm and they told me sorry we dont have anyone to do the tan !!!!! such bad customer service

I was bought a spa voucher for use at David Lloyd Manchester. The spa then closed and I was told that I could use it at the Marriott in Manchester. There is no pool, they do not offer half of the treatments that I need and I have been emailing since June to get a refund but NO ONE will reply. Shocking customer service DO NOT USE

If I could give no stars I would.
Bought over £300 of gift vouchers as a Christmas gift. Booked appointments at Pure Spa Peterborough branch after looking at their website. A couple of days before appointment we received a call saying Peterborough branch had closed down! We were offered an alternative in Peterborough but were not told its for women only - the gift cards were for my husband! Other salons are over 100 miles away! They refused to refund my money and told me the gift cards were non refundable - this situation was down to Pure Spa but they were not prepared to take responsibility. My husband spoke to a person at Pure Spa and explained the situation. She apologised and said she would speak to her manager - we didn't hear back. DON'T USE THIS COMPANY - THEY ARE QUITE WILLING TO TAKE YOUR MONEY BUT ARE NOT WILLING TO HELP IF ANYTHING GOES WRONG.

I recently had a Shamanic Healing session with therapist Steven at Pure Spa Witney Lakes, and it was an uplifting experience. From the moment I arrived, Steven created a calming atmosphere that immediately put me at my ease.
Throughout the session, I felt as though I was transported to another place. As the healing progressed, I experienced an emotional shift - lifting my mood. I left the session feeling more grounded with a new sense of purpose. The positive effects have continued bringing a sense of motivation.
I recommend Steven’s Shamanic Healing to anyone seeking holistic healing or emotional balance.

I bought a course of 30 oxygen therapy sessions for health reasons that Pure Spa ceased to offer at my local branch in Peterborough shortly thereafter. The closest one was almost 2 hours away and they refused to give me a refund. I raised a court claim against their Peterborough branch and subsequently issued a CCJ against them due to the lack of response (claim reference: 676MC478). They have now closed down and their head office has still not responded to anything.
Their business practices are unethical and indicate that they are struggling. Please think twice before buying a course.

I wish I could have not even put 1 star as this place I would rate it minus a million.

I had a really disappointing and upsetting experience with Pure Spa UK, and unfortunately I would not recommend them.

For my hen weekend in Brighton, my friends had arranged a surprise treatment for me. When we arrived, we were told there was no one available to carry out my treatment as the therapist was unwell, and there was no alternative staff to cover. This meant my “special treat” for the weekend didn’t happen at all, which was a real let-down.

After my sister complained, Pure Spa offered me a £60 credit to use at another location. I later booked a treatment at their Canary Wharf branch, but sadly that experience was even worse. The spa itself felt very dark, outdated, and not especially clean. I had booked a foot spa/pedicure treatment and nail polish, but the therapist ended up picking at the skin of some blisters on my feet, which left me with open wounds and now permanent scars. This caused me pain just before my wedding day and left my toes looking far from how I wanted them to.

On top of that, they only used normal polish (not gel), which was painted poorly over a French manicure. The result was so bad that I had to visit another nail salon to fix it — and one salon even refused to touch my toenails because of the state they had been left in.

Overall, Pure Spa UK turned what should have been a special experience into a nightmare. Between the cancelled treatment in Brighton, the poor hygiene and service in Canary Wharf, and the lasting damage caused to my feet, I would strongly advise avoiding this company