PURE Spa UK - Lothian Road Reviews 5

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

Avoid!! A couple of months ago I had a really great experience here, the folks were lovely and the treatment incredible. So much so, I signed up for the Premium membership. I wish that I hadn't!! The membership was never linked to my account so I couldn't book online, I called and the phone was never answered, I left messages that were never returned, I emailed customer service and never had a reply, I even used the chat bot who said that it could get me booked in, but I just got asked the same question over and over. I have been trying to book in for the entirety of August and got nowhere. I am £158 out of pocket and not had one treatment - the customer service is truly shocking.

I have now been trying to cancel my membership for the last couple of days and same problem, complete silence. The bank cannot cancel it because of the way it was set up, but they have put a block on further payments until I can get through to someone.

I am really gutted, after a brilliant first experience I was really looking forward to this monthly treat. It is has now turned into a nightmare. Please avoid this place and DO NOT sign up for the membership - you will be disappointed and out of pocket.

Ivea did an amazing job with my gel pedicure. She was very kind and professional, highly recommend.

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

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.