PURE Spa UK Recensioni 

Received an email from this company saying "she's pregnant".

Please do not send out such emails. It can cause dsitress and makes it clear you have no idea what you are talking about!

I had the Swedish massage on my entire body, including my glutes, aka bum, lol i never knew until the lovely Leah C asked if i would like that included, by god have i been missing out, as it helped alot with menstrual pain i visited the spa at Hamilton, Leah C done my treatment she was lovely, calm and informative and the heated bed and relaxing sounds,was just wonderful, one tiny thing is you can hear others as the walls don't completely close off each treatment room , but all in all great day for me at the Spa

I had a lovely time getting my eyebrows done. Pam was very helpful and professional. She shaped my eyebrows well to match my face and got them symmetrical. Highly recommend her.

I also a full body scrub with Shivani which was relaxing. My skin felt so smooth after the treatment. Highly recommend!

Atrocious from the booking to confirmation to their cancellation at short notice to the extremely poor & lacking communication/down right lies regarding ‘not being able to contract you by phone’ after they cancelled bookings less than 24 hrs before stay - come on!!! This is the 21st century - I can see my calls history!!!
Big mistake booking with this company who Peebles hydro employ. Needless to say never did get the spa treatments we paid for and right up until the day of check out had to chase up to see if the bookings would be honoured if extra staff could be enticed to work. Impossible to leave voicemails (mail box full), 3 emails sent to customer services and zero response. The hotel kindly reimbursed us so no prolonged wait for refund thankfully. Really just don’t bother with Pure Spa & beauty - it’s pure hell and put a huge downer on a special celebration.

Kelly at the Renfrew branch does an amazing job everytume. She is a truly valuable asset to the company.

I haven’t received the gift card I ordered, nor have I received the e-voucher I accepted as a compromise.
I’m a frequent customer, so this calls my future custom into doubt.

Wonderful package of treatments. Full body and Indian head massage and facial. Lovely therapist. Relaxing environment. Will definitely go back

I used your service at Canary Wharf branch on 2 December 2024. I am very disappointed with the service.

Firstly, I was surprised that the place did not look very clean. There were some used flip-flops and towels on the floor under the massage bed. Some other items in various places. The room did not look to be properly prepared.
Secondly, during the massage my body was not covered neither with towel nor robe. I was not given any towel afterwards.
Thirdly, I booked 60 minutes deep tissue massage. After 40 mins I was told that it is finished and that I could dress-up, what I started to do. But then the lady returned and said that still 20 min are remaining and the massage will be continued… quite disappointing and not very professional experience.
I also wrote a complain after the service - no reply so far

Terrible gift purchase journey, unclear instructions, no option to add message or send to recipient and voucher wasn’t automated and took 24 hours to issue - none of this clear in purchase journey. Called CS and emailed to complain - they were rude and advised no option to cancel and refund. Hugely disappointing - advice not to use if this is their level of service I’m not pressed.

I sent this to both Virgin and Pure Spa...I WISH I could share the pictures - absolute DIRE experience

I am writing to formally express my disappointment and frustration regarding a spa experience purchased through Virgin Experience Days for £200. This was a thoughtful gift from my 17-year-old daughter, who spent her own hard-earned money to treat me to what was advertised as a luxurious and relaxing experience. Unfortunately, what we received was a far cry from that and left us both feeling embarrassed and disappointed.
To provide a full picture, here are the significant issues we encountered:

No Basic Amenities:

We were each given only one towel, which was entirely inadequate for covering ourselves after using the pool. Being left in wet swimsuits without robes or additional towels was both unhygienic and uncomfortable. For reference, I am a size 10, and my daughter is a size 6, yet the towels provided barely covered us.
No robes or slippers were offered—an essential part of any spa experience and certainly expected at this price point, irrespective of your ethical and environmental values regarding the use of robes and slippers.
Run-Down Facilities:

The lockers were largely unusable. Only one locker had a key, while the rest were missing locks, leaving holes where they should have been. This made securing our belongings nearly impossible.
The rain shower didn’t work at all, and the pool was unheated and unpleasant to use.
Lack of Toiletries:

There were no basic products like shampoo, conditioner, or shower gel in the showers. This is a standard expectation in any spa and should have been provided.
Substandard Relaxation Space:

The so-called "relaxation area" was furnished with outdoor furniture that was mismatched, uncomfortable, and completely out of place for a luxury spa. It felt more like a garden centre than a tranquil escape.
Shared Facilities Predominantly Used by Men:

The pool and surrounding facilities were shared with gym members and were predominantly used by men during our visit. This made the environment feel even less welcoming or appropriate for what was advertised as a relaxing spa experience.
Given the above, this experience did not resemble the luxury spa day advertised or justify the £200 cost. I am frankly appalled that Virgin Experience Days would promote such a venue and allow customers to spend significant money on something so poorly maintained and inadequate.

This experience was not only disappointing but also embarrassing for my daughter, who wanted to give me a special day. Instead, it turned into a farce.

I am requesting a full refund for this experience and a formal acknowledgment of these issues. If Virgin Experience Days wish to maintain their reputation as a provider of quality gifts, I trust that you will investigate this matter seriously and take swift action.

Please respond within 14 days. I can be reached at [your email address] or on [your phone number]. Should this matter not be resolved satisfactorily, I will not hesitate to escalate my complaint to Trading Standards or share my experience publicly on social media and review platforms.

I booked a deep tissue massage at Lothian Road Spa as a treat. Two hours before the appointment they emailed to say they had no therapist available for that but could offer a Swedish massage instead. I replied to the email accepting this.

20 minutes before my appointment I arrived to a locked door, no sign of anyone inside so I waited. Around 5 minutes later someone came through to the desk, replied to my email while completely ignoring the fact I was standing outside in the freezing cold.

Another 10 minutes passed and at my appointment time someone else came and opened the door, asked if I had an appointment and told me to take a seat. Again I was left waiting with no apology or explanation, all I could hear was them speaking through the back. While I was waiting I noticed how dirty the reception was, the floors and surfaces looked like they hadn’t been cleaned for weeks. I felt really uncomfortable and chose to leave when the girl eventually came back through.

I called customer services to ask for a refund who passed my number on to the manager of the spa. When she called she was rude and called me a liar saying I hadn’t waited that long and the place was cleaned everyday. She also refused to give me a refund as I chose to leave.

I have the regional managers email address as I was on the waitlist for another location that day so emailed her and have been ignored!

Been to several Pure Spa locations previously, including Lothian Road but will never go back again.

I was rescheduled and then cancelled on the day. It was right before my honeymoon. I was told I will receive my deposit back. To be safe I've opened a dispute with my bank regarding the deposit payment. I've received a temporary refund from my bank until they hear from Pure Spa. It's November and the business totally ignored my bank therefore I was re- charged the deposit amount again.
Customer service line isn't actually the customer service but some random people employed on different positions in local spas. I spoke on the phone with a beauty therapist from Edinburgh who wasn't able to help me or to formally confirm she's received my complaint. I haven't received any response from Union Square Pure Spa either and nothing from the customer service email. I will be taking it to Obudsman Scotland as this is a plain and simple theft that no one is held responsible for. Please do not book appointments with this place as in case you will be cancelled you may not get deposit back. £50 is a lot to be taken away from me when I wasn't at fault at all. I have records of all emails, voicemails and calls exchanged and I will get to the bottom of it. It's unfortunate that I have to write everywhere about your poor practice to get you involved in solving my issue quicker.

I had a horrendous experience and it was my first with Pure spa. I booked a hyperbaric oxygen therapy session at the spa in Brighton (Hilton Hotel). I showed up on time, filled out the paperwork, the girl who was at reception was very friendly so no complaints about her. She showed me how it worked before I got in (I must say, the room it was in was dark and dingy and the pillow inside had seen better days and could do with a wash!). She then discovered that it was broken, a whole pole keeping it up had come off and she couldn’t get it in.
She apologised and offered a refund or to reschedule. I opted for the refund - to be honest it made me feel very uneasy seeing the chamber broken like that. And it was unnerving knowing these chambers don’t get checked after every use. I’ll add that it was annoying how I booked the day off work so I could have a self care day for myself. Which of course didn’t end up happening.
“No problem, I’ll get my manager to do that for you today”. I left it 72 hours before I called Pure spa to say no refund had be processed yet. “No problem” said the customer service agent on the phone “I’m not authorised to process that for you but we have your card details on the system so my manager will do that”. I waited another 3 days.. still nothing. So I contacted again; to which this time the customer service agent told me I would have to email them with my request. They don’t deal with refunds over the phone!!? I told her this same number I called 3 days ago to be told a refund would be processed. She said “no, you’ll have to email us”.
So I did! An automated response said someone would respond within 24hrs. I waited a whole week and still nothing! So I called again… luckily I spoke to a lovely lady called Melissa from Glasgow who was apologetic and said she would absolutely get this sorted for me. And only then did it happen, I am grateful for her and she needs a pay rise for being the only person that cares about Pure spa’s customers.

Sadly, it’s still a 1 star. And the only stars here will go to Melissa. This should not have taken 3 phone calls and an email JUST to get my money back which I was completely entitled to in the first place. They would have happily kept it in their pockets had I not chased them. I have never, and will never use Pure Spa again. On reflection, it was a blessing in disguise for the machine to be broken that day!

From start to finish this was a headache.

We booked a spa day for two, which we couldn't buy directly but had to buy a voucher and then phone up and check when they had availability. This was quite a long process going back and forward.
This process then generated multiple emails (5 or 6) then sporadic emails asking us to review before we even attended.

We got to spa day and there were swimming lessons going on...fair enough but there was also more children in the pool than adults. Young kids (aged 5 or 6) with Pool noodles bashing about in the jacuzzi. 8 year olds in the steam room and overall not a relaxing experience.

Got to the restaurant for lunch where the guy looked at us like we had 2 heads...no record of us booked in, his manager then sitted us but still didn't believe we were booked in until I showed her the lunch confirmation email...she then wanted reference numbers etc even though I'd shown her confirmation from her colleague

Yet to have lunch or have our treatments but I'm not holding out much hope...would not book a pure spa experience again

I booked a spa day with my mum and upgraded to include a massage. The staff were super friendly and helpful and also added free parking!
The afternoon tea with the delicious selection was superb and the cakes were out of this world. The service was the main part I loved. Chatty and friendly staff! I will definitely be back.
My mums sore back is much better thanks to a swim and the steam room and jacuzzi and massage.

So having read previous reviews, my concerns regarding my purchase of an overnight spa package appear to be valid; the package I have paid in full for is unlikely to be realised. Having made several attempts to communicate with this company via phone and email with the intention of redeeming my voucher, I continue to be ignored or given what seems to be false promises by 'customer services'. It is interesting to note that negative reviews on this site prompt a somewhat generic response from Pure spa; perhaps time should also be taken to provide a positive customer service to those hardworking people whom have bought vouchers or paid for services in good faith. I wonder if the affiliated hotels whom provide the venue for such day/overnight spa packages are aware of Pure spa's working practices which do not build consumer confidence nor does it reflect well on both Pure spa or the hotels' reputation. Very disappointed.

I booked and paid for 2 manicures. My friend opted out of hers, we were offered a refund but the young girl manicurist was alone that afternoon and not trained to do refunds. Still waiting despite an email, three phone calls and a visit to the spa. Rubbish customer service. Won't be going back.

UPDATE Nov 7th....Despite this response which has taken many days to be posted I am STILL waiting for my £25 refund. Absolutely atrocious customer service. Be warned - avoid this place...myself and my friends in Brighton certainly will!

WARNING: DO NOT BUY GIFT EXPERIENCES FROM THEM - THEY ARE NOT AS ADVERISED AND THEY REFUSE TO REFUND
Review of PURE Spa & Beauty (Brighton)
Pending review
Didn't actually go. Purchased a voucher as a gift for someone for "
Brighton Spa & i360 Experience (For 2)". Not only did they take DOUBLE the cost off my card they then sent me two vouchers that are just money towards treatments at the site - NOT the experience as advertised on their website. I told them and they have REFUSED to refund me, even though under distance selling laws I am entitled to send them back within 15 days and what they sent me was NOT what was advertised on their website OR in the email confirming the order. This place must be ABSOLUTELY DESPERATE if they are going to risk breaking the law to take people's money in this way. What a sad, sad state they must be in if they have to behave this way. I am going to persue them through the courts if needs be to try and get my money back and safe to say I will never go there to try the spa. Mostly I want to warn people - do not try and buy gift vochers from here. They keep stalling, not replying etc as I think they are hoping to run down the clock on the 15 days.

UPDATE: they offered to refund me if I withdrew any reviews I had written about this issue. I don't do that. They did eventually refund me but it was a huge amount of effort.

Absolutely appalling customer service.
On 18th Sept by mistake I booked a treatment at Lothian Road spa Edinburgh. I was charged for it. I tried to cancel online it was impossible. Meanwhile I booked it where I wanted, Newhaven. I was charged again. On the 19th Sept I called 0330 232 1888 and they cancel Lothian Road appointment. No reimbursement. Since then I called them 3 times and sent 4 emails. Not a single reply! I will be taking the matter forward with the ombudsmen.

The oxygen therapy was great. I noticed a positive difference already after the first session.