Since I can't reply to the company when they send me the same 'oh so sorry, we're looking into this, please email us again' replies on this platform, I'm going to write another review. They final... See more
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Paid £125 for a 90min facial. Description on website included shoulder message, head massage, foot treatment, arm and hand massage. Instead got 90 mins of pouring on rather lot of product which w... See more
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 appoin... See more
Company replied
Steer away from Pure. I booked manicure and pedicure, the only thing i got was filing and gel Polish. But they charged the same price.I was at Rose Street Edinburgh on the 9th of October 2025. The Po... See more
Company replied
Company details
Written by the company
The UK's premier spa, wellness and beauty provider PURE’s philosophy is simple — to combine essential self-care treatments for time-starved individuals. Open late throughout the week in urban locations, our expert therapists are there for our clients even after their longest days! Becky Lumsden, a chartered accountant with an avid interest in the beauty industry, established our team. She dreamed of running her own business and noticed a gap in the market for urban professionals wanting to take care of their health, well-being and beauty essentials. With multiple locations across Scotland and England, slotting a treatment into your life is easier than ever.
Contact info
Rose Street 134, EH2 3JD, Edinburgh, Scotland, United Kingdom
- 0330 232 1888
2.5
Poor
7 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 47% of negative reviews
Typically replies within 2 weeks
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Services not rendered, refunded refused because they took too long
Since I can't reply to the company when they send me the same 'oh so sorry, we're looking into this, please email us again' replies on this platform, I'm going to write another review.
They finally responded to my last email, but told me that as it was outside the 90 days, they will not give me my refund anymore, because 'unfortunately, due to system limitations'. It is outside of the 90 days because they have not responded to any of my dozens of emails since the week of the incident (save for two emails of 'oh so sorry, we're going to check into this right now and get back to you). So they've done this on purpose, to not refund me.
I booked services, the person who was supposed to do them never showed, what was done by someone else was 1/3 of what was booked and was terrible, and the person I rebooked with the next day didn't do a good job either of nails and also did not do lashes (even though I was promised that she did). This was for my wedding...
October 31, 2025
Unprompted review
Paid £125 for a 90min facial
Paid £125 for a 90min facial. Description on website included shoulder message, head massage, foot treatment, arm and hand massage.
Instead got 90 mins of pouring on rather lot of product which was left on my face near enough dripping after I was told my 90mins was up. Only massage (if you call that) was a rub of moving product around.
Disappointed!
February 6, 2026
Unprompted review
Steer away from Pure
Steer away from Pure. I booked manicure and pedicure, the only thing i got was filing and gel Polish. But they charged the same price.I was at Rose Street Edinburgh on the 9th of October 2025.
The Polish started to go off on the 11th, I went there but they were closed. I couldn't go again so I wrote several emails without response. I called several times, all the calls went to voice for me to leave a message and they'll call back. I'm yet to hear from them. I'm going back to Edinburgh in April, I surely will pay them a visit.
October 9, 2025
Unprompted review
Reply from PURE Spa UK - Rose Street
Dear Monica,
We’re very sorry to hear about your experience at our Rose Street Edinburgh spa and understand your disappointment.
We would like to clarify that all of our gel polish treatments come with a 14-day guarantee. If the polish lifts or chips within this time, we’re always happy to correct it free of charge. We’re sorry that you were unable to reach the spa when you tried to return — the lack of response to your calls and emails is not the level of service we aim to provide.
We would genuinely love to welcome you back when you visit Edinburgh in April so we can remedy this for you and ensure you receive the standard of treatment you should have experienced in the first place.
Please contact our customer service team ahead of your visit with your original booking details, and we’ll be happy to arrange this for you.
Warm regards,
PURE Spa UK
I booked a spray tan for the salon in…
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
September 30, 2025
Unprompted review
No therapist turned up!
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.
April 2, 2025
Unprompted review
Reply from PURE Spa UK - Rose Street
Dear June,
Thank you for taking the time to share your feedback with us. I am truly sorry to hear about your recent experience at our Rose Street location. It is disappointing to learn that we did not meet your expectations and that there was a lack of communication regarding your appointment.
We strive to provide excellent service to all our customers, and it is clear we fell short in this instance. I apologize for the inconvenience and frustration this has caused. Your feedback is invaluable, and we are taking steps to ensure this does not happen again in the future.
If you would like to discuss this matter further, please feel free to reach out to us directly. We hope to have the opportunity to restore your faith in PURE Spa & Beauty.
Kind regards,
PURE Spa & Beauty Team
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