PURE Spa UK Recensioni 

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!

I booked a spa deluxe package intending to go with my daughter on her birthday. At very short notice my booking was cancelled and I was asked if I wanted a refund or another date. Obviously the plan was to be with my daughter on her special day. And she discovered that the Cheadle branch is closing down and is fully booked until closure! I requested a refund and was told that they would pass my request to customer service. Having heard nothing, I emailed- no response. So I emailed customer service again yesterday and still had no response. I think this is appalling.

Excellent customer service booking treatments. Absolutely wonderful massage with Nayab.

Asked questions received answers. Smooth and helpful customer experience.

The worst and most disappointing massage I have ever experienced. From the booking process to walking out the door – a complete let down.
On arrival, it is a feat in itself to find the spa, as they are located in a basement of a hotel, with no signs to direct you. Having finally found them, I had arrived earlier than my appointment to make use of the facilities, which were included in my Virgin experience voucher – sauna/showers and relaxation lounge. Was apparently checked in and went to use sauna etc. Showers are located at one end of long corridor , with changing rooms at the other , so hardly practical when having to walk past other people. And they do not supply robes or slippers. The spa is dark, dingy with lots of small claustrophobic rooms/areas within it. Very depressing. Poorly lit area where the instant coffee/tea is so can’t see what your doing, and dispenser you use for water for your coffee , had tepid water in it – so pretty rank tea/coffee as a result.
Having waited way beyond my appointment time in the relaxation lounge, I went up to the main front desk, to find out what was happening – to be informed she could not find my booking , and then to find out that it was actually booked in with a different therapist, to the one that I had actually specifically booked in with some weeks back ( I had read previous reviews, and on purpose, booked myself in with the therapist who was being named as good). Then also told that the person doing it was running late and would be with me soon. So no one had been bothered to come and tell me that – just left me there. Again waited even longer in lounge area. Finally, the therapist comes in and says she understands there was a problem with the booking – did I want to rearrange for another day. So I am told this nearly 2 hours after having first arrived !!! I had spent £35 in travel costs, would be doing a 60 mile round trip to get there, and taken a day off work. So hardly practical for me to then rearrange!!!!!
I had specifically asked for a medium intensity , relaxing massage in my client form, as well as stating that to the therapist – Lizzie (Elizabeth ) on the way in.
From here on, things just got worse. Therapists hands were cold when she first started, so much so that I flinched. There was no towel for your face, which meant that hurt, and the oil used for the massage was cold. Then proceeded a “massage”!!!!! that involved either just gliding up and down my back with no actual massaging, and then just deep,constant pushing down/digging into my back as if into pressure points up and down my back – which was so hard that my body was automatically wincing and flinching with the pain. And then there was the really hard pummelling/pounding up and down my back, like chop sticks that was so painful. There was no actual massaging movements involved in ANY of this – just digging in and pounding. If this was medium intensity – what on earth is strong like!!!!! I had asked for it to be relaxing – yet I felt like and was being assaulted and tortured. At this point I asked if it was possible, for her not to do the digging and pushing in to my body, and to just to do a gentle massage with circular movements to it – more of an actual massage. To which her response was “I don’t understand what you mean”!!!!!!! Again just gliding up and down with cold oily hands, and no gentle massaging going on. Also never had a massage that just involved doing one side of you. Was never asked to turn over, so that you were face up, so that both sides were done – bizarre. Given that they were late starting ( and being told I would get my full treatment time) – I did NOT get my full 60 minutes – but then again I don’t think I could have endured any more.
Was so so disappointed – a £90 voucher (which I had been saving up for a long time to use), completely wasted. I had been so looking forward to this, as it has been a really tough time for me recently, and this was supposed to be a treat. Absolutely awful experience – maybe they don’t care about people who have vouchers to use. Would never recommend this place or therapist to anyone .
They then also have the audacity with in a minute of me stepping foot out of the door to send me a text and email, asking for a review (all fool them!), as well as a tip for the therapist – maybe she could get tips on actual massaging, as opposed to those of a monetary value!!!
Also has a ridiculous central booking telephone number based in Scotland for all their branches, and when I did get an actual landline number for the Brighton spa, they never answered the phone, not replied to messages left.
By the way, I am not one to just leave negative reviews – as in fact just that morning I had left a positive review on someone’s company site where they had given absolutely outstanding customer service.

Wish I had read these reviews before i purchased anything. Anyways, ordered the Mother's Day spa day for 1, for my mum. 1 hour in spa to relax then a foot ritual, then a back massage and facial, followed by eyebrow shape
Sounds lovely, but nope, my mum got take straight in for her back massage then straight to facial. My mum kept asking what's next to the women and she said that's it. My poor mum got promised all this and didn't get any of it. I called salon, no reply and emailed several times and no reply. Yet prio me booking you replied instantly. This is false advertising, u slapped a label on your bog standard treatments to jazz it for Mother's days , letting my mum down and new potential customers after this. U replied on my Google maps review. But I want some sort of refund for this, and the fact I'm getting ignored constantly shows me you have no integrity as a company. Your salon is in the middle of town, with high rent charges no doubt. Unfortunately you won't be able to pay them with no customer's. Or is this how u make the rent?fobbing off treatments as packages, then ignore people when u don't fulfill them. Very gross doing that to people when they want to treat their mums on their special day

I booked appointment with Lothian Road, Edinburgh this was then moved to Rose Street , Edinburgh as told Lothian Road no longer did manicures! (Although it let me book online). Turned up for my appointment, another customer waiting since 15 mins before me. No lights on, no one turned up and no contact made to me. Called main number, eventually gettting someone very patronising on call who just said sorry! Do you want to make another appointment! Very bad service, Pure spa has gone down hill rapidly, will not be returning.

Gift card still not arrived - over a week since I ordered it and it should have arrived for Mother's Day. Still not proper response from the company.

I had a terrible facial in pure spa on Lothian road in Edinburgh. The place was dirty, the staff did not assess my skin the communication was terrible, my hair was coated in oil. I complained to the manager and she offered me a refund, however this company have been unable to process this and are now claiming it's impossible to get a refund. Please avoid them , their treatment and customer service is appalling

Edited to reply - please don't believe the lovely response below. They have not reached out or tried to find a solution or organised a refund. They have just left a nice reply one to make themselves look reasonable. Avoid this company at all costs and don't be fooled by their reply

Had a great Swedish massage with Carmen, she did a thorough consultation and really understood what was needed. The only reason it isn’t a 5 is it would have been nice to be able to have the treatment with my partner at the same time, and the use of the wet facilities is a bit disjointed.

Pleasant customer service at Reception. Massage had no pressure and i wasn't asked what level of pressure I would like (Swedish massage). Essentially stroked for an hour.