PURE Spa UK Reviews 

My facial was really great. The staff were friendly and the facilities good. Very good quality.

I ordered a gift voucher for my mum online thinking I’d be able to print it off straight away. Still haven’t received it two days later. I phoned on two separate occasions and was assured that I would receive the gift voucher within the ‘next half hour’ and to check my emails and junk folders. Still have not received it. I have also emailed to no avail and tried the online chat which no one answered. What am I supposed to do? Shocking company to deal with, especially for something as simple as buying a gift voucher online. So poor.

Honestly its amazing how this company stays in business. The positives - the phone booking lady was helpful, friendly and the email reminders were professional.
The welcome at the spa was not very friendly; which I find so frustrating - I work long hours & just wanted some relax and beauty time. Not being greeted well was the beginning of extremely disappointing session. The eye lash curl experience was awful - glue left all on my face, eye lashes not well curled. Eye brows over plucked and just not well shaped.
The therapist even said she was not happy how the tint turned out. I had paid already through a voucher direct on their web site - which they could not confirm despite me showing the voucher details and I stated I was not paying again. This seems to be a franchise but with some therapist who are not experienced - which is ok if they said - she is junior so we will give you a discount.
Wouldn’t go back as it was so disappointing and not the results / therapy I had paid for.

The massage was not terrible - nothing to write home about, pressure very light despite me asking for the opposite - but what does bother me is that the session was finished early. A trainer massage therapist should be able to use a wall clock and apportion the massage to last the whole of the booked time.

One star is too much! Booked spa vouchers for my daughters, Peterborough spa tried to say they were fraudulent and offered no assistance even when I sent a copy of email over. Apparently purespa didn’t activate the cards and that was my fault! Rude, arrogant and terribly unhelpful, DO NOT UNDER ANY CIRCUMSTANCES use these charlatans 🤬

Shocking customer service, lack of ability to use common sense and look after us when they couldn't find gift cards on their own system. We left after 15 minutes of being messed around and left standing without being offered a chair or drink for pre-booked and paid for treatments. I wouldn't trust them with a beauty treatment based on how poor they were failing to check us in.

Pure spa at Peebles hydro, vouchers via itson a total waste of money. Don’t get full 50 minutes treatment, environment poor, therapist lacks on knowledge and skill and even when you complain puts full excuse and lies. Unable to use pool facilities as full of kids, don’t waste your money our gold day was ruined 😡

I booked my appointment in January in Silverburn, Glasgow. Unfortunately, I ended up having a migraine that day, which forced me to cancel my appointment (via my account). I contacted them already twice to get a refund for an appointment which I have not attended but paid full price! Still have not heard back or seen my money refunded! I mean really???
To date, I enjoyed PURE SPA but after this experience, I am not sure if I will be going back there again.

They spam you even after you unsubscribe. Employees are treated TERRIBLY and have wages stolen off them. They are crooks, know nothing about spas and should be closed down!!

I've got painful and very visible burns and swelling around my eyes from an eyebrow wax four or five days ago. It really looks horrific and I'd like to know where to report it so that it doesn't happen to anyone else. It's bad enough that I can tell it'll take at least two or three weeks to look anything like normal--just before a job interview and Christmas/New Year.

I've tried to be fair and didn't write a review immediately in case I was just having an unusual temporary reaction but now see that the skin is quite seriously burned.

I thought I was being fair to keep giving this salon a chance. It's not the first problem I've had. In the past, there have been holes or bare lines plucked in the middle of my eyebrows or one has ended up much thinner than the other.

There was a very skilled and experienced technician who was also the manager but she said she was paid so little she had to leave and I'd often make an appointment with her only to get a very inexperienced person. That skimping on money is visible everywhere in the salon. The inexperienced technician (now manager) now is lovely but doesn't seem to be trained and I genuinely think conditions are dangerous. There's not even a phone in the salon.

I called the only number available to report what happened--a national phone number in Aberdeen. The person who answered the phone couldn't understand what I was saying because of language difficulties and then started laughing when she did understand. She said there was no one to pass my complaint to.

I have given this salon chance after chance for a long time and at this point think it's dangerous and advise others to steer clear.

After repeated attempts and messages to speak to someone discreetly about my aggravations, and after being completely ignored. Hopefully posting here, will actually get someone to contact me back about my grievances. I attended your spa in On Tuesday and it was not what I booked, expected and certainly was not the service that I have paid for. I paid for a spa experience and that is not what I got. I arrived early to spend time relaxing on the lounges as I have done many times before. However, I was left in the lobby waiting until my massage time. The girl took me around to the lockers, informed me that you no longer give out robes. I could use the loungers after my massage if I wanted, but had to sit in my street clothes, unless I brought a robe from home. All of this was a total shock to me. I asked why I couldn't get a robe, she said it was a new policy. I told her I wasn’t happy about that, that’s not what I booked and also told her that I was not informed prior to my visit. (Had I know about this policy at the time of booking, I would NOT have booked at all. Also, having checked BOTH my booking email and my reminder email, NOTHING was mentioned about this. It is on your website, however, unless you’re actually searching for the information, its not highlighted to be seen at all.) After I told the girl that I wasn’t happy, she just shook it off and ignored my concern. I went and used the bathroom and then she lead me to the massage room. She informed me that she told the manager that I wasn’t happy and said a couple of other things and I had to bite my tongue to not have an argument with her, as I was trying to relax – the entire point of my booking the spa. The massage itself was ok but nothing special, I was rather annoyed at the entire situation and struggled to relax. The entire experience was below average, and absolutely not worth the price that I paid (£135), considering that I was unable to use the rest of the facilities. Once she was finished I basically got dressed and went to reception half dazed. The manager and the girl said that as I paid online there was nothing more needed and both failed to acknowledge my complaints. I left feeling ripped off, annoyed and more stressed then when I arrived, I felt like going home and crying. Having used yourselves on a number of occasions, this was not what I expected at all. For the price I paid, I expected all the bells and whistles, you expect a robe and to be able to use the facilities. This is what you pay the extortionate amount for. You’re paying for an experience. You’re paying for the opportunity to relax in comfortable surrounding and not in your street clothes that are wet from the rain. What I got was cheap and nasty and very low quality. It felt like the equivalent of a drive through massage when you’re expecting a fine dining experience. Of all the people I have mentioned the idea of taking your own robe – have laughed. Who wants to go on a spa day and bring their robe from home and carry it round the shops all day with them. The same massage could have obtained at a number of other locations, for half the price. The reason I went to yourselves, was for the opportunity to relax in comfortable surroundings and switch off. And this is certainly not what I got. The entire experience was awful. I have phoned to speak to someone every day since and left a message for the manager to call me back and all been ignored, which goes to show how much you care about the customer experience now.

Locked out!
I arrived for my appointed and was greeted by a locked door (!), at the Lothian Road, Edinburgh branch. Eventually a therapist appeared, and chatted to a client inside for a solid 5 minutes, while I waited outside, now at 5 minutes past my scheduled appointment time. When I eventually made it in, I was greeted by the same, unfriendly employee who unapologetically stated, ‘we lock the door when we are doing treatments’. The treatment was uncomfortable and silent, not a great spa experience.

AVOID AT ALL COSTS.
GIVEN A VOUCHER FOR A SPA VISIT AND SPENT 4 MONTHS HAVING IT CANCELLED AND REARRANGED TO EVENTUALLY GET SICK OF THEM AND NOT BOTHERED GOING.
SPAM COMPANY THAT I QUESTION REALLY EXIST.
DO NOT WASTE YOUR MONEY
MUCH BETTER EXPERIENCES AVAILABLE. LET'S HOPE THESE GET SHUT DOWN SOON AS SOMETHING DODGY ABOUT THEM

I tried to book an appointment for a spray tan through the website, paid and booked but was followed up with a call from the spa I had requested to say that they didn't offer spray tans.. I was happy to cancel and book elsewhere.

Somewhere along the booking process, they decided to start absolutely spamming my email inbox with junk marketing messages - 8 in 7 days and over a weekend. I called them to have my details removed, considering I never signed up and I have not even been to the spa, and they assured me that my details had been removed from the system completely. Lo and behold, today I received another marketing email - I called again and the same customer service rep answered and seemed frustrated that I was following up - they were not apologetic at all and just wanted to get rid of me. Super disappointing and a breach of GDRP

I was taken 15 minutes late for my appointment at the Renfrew spa. I was going on to another appointment. I did look at my watch a couple of times while I was waiting. My treatments were fine and I thought the staff were nice. However as I was paying I noticed something written on a brochure sitting on top of the counter. It said “she seems like a Grade A c***”. The review won’t actually let me post this word! I suggested the girl behind the counter removed it. She took it and put it in the bin, blaming her colleague. The place was very quiet so I will assume, rightly or wrongly that they were talking about me. I won’t go back to a Pure spa again. I also emailed their customer services and received no reply! Guess they don’t value good customer service!

I booked a double treatment for a friend and me through Treatwell in the Rose Street Pure Spa salon in Edinburgh. We took the day off work and with less than the required 24 hours for cancellations I received a call from the Pure Spa salon informing me that one of the beauticians was not available so only one of us could have the treatment. When I asked for a cancellation and a refund the member of staff replied that in that case I would have to cancel through Treatwell. I insisted that "I was not cancelling the appointment, but that the salon could not provide the service on the agreed date and that they had informed me outwith the 24 hours required for a refund through Treatwell".

The member of staff repeated in a most rude manner that this was not their problem and then proceeded to hang up the phone.

Treatwell dealt with this directly. They informed me that a salon can indeed cancel the appointment and issue a refund when they can not provide a service. They emailed the salon l and proceeded to refund me the money. They apologised on behalf of the Pure Spa salon and assured me they would be in touch with them to make sure they were aware of the terms and conditions.

I am shocked and disgusted at the level of service that I received from the Pure Spa member of staff at Rose Street in Edinburgh. I believe that in hospitality good training is essential and the person that answered my call had neither this not the necessary personal qualities and manners to represent a business.

I emailed my complain to Pure Spa customer service, but, as expected, I have not received a reply.

A truly unprofessional approach to business.

I've bought treatments for my wife, and used to take my Mum for treatments (she was very poorly with MS) before she passed away. They both seemed to enjoy it.

My big problem is that the company are terrible for spam and unsolicited marketing. I've been inundated with spam for months now. Before I order I always opt out of marketing so they have disregarded that for a start. With every communication I've received I have "unsubscribed" yet continue receiving their spam. The worst part is that they have been going very hard with the Mothers Day marketing, and I have emailed them that I shouldn't be receiving marketing and I found it more disappointing since my Mum is no longer with us. It's particularly poor having now told them my Mum passed away and to please stop sending these communications, I've tweeted them and even tweeted their CEO, and still it continues.

I'm going to have to raise it with the ICO and unfortunately it puts my family off dealing with them going forward. It shouldn't be this way.

This is an intensely frustrating company to deal with: In January 2020, I prepaid for infra-red sauna sessions at Pure Spa’s City (London) branch. It turns out that this location did not reopen following lockdown. I only found this out when I followed up in early August 2021 – I was advised on the livechat functionality that somebody would get back to me to confirm whether I could transfer the outstanding sum to Canary Wharf. After two weeks, I tried to follow up and left numerous messages and voicemails, but without success. At one point, I got through to a person who had no idea how to handle my enquiry, took my detailed and said that somebody would call me back. Nobody did. I eventually received a response to my e-mail that I could indeed transfer the value to the salon in Canary Wharf, however there is limited availability – I do not live or work locally, so can only really manage weekends. I had Fridays off work throughout August, which would have given me some flexibility, but given that it took so long to get anyone to respond to my messages that we’re now heading into September and this matter is STILL UNRESOLVED. I have asked to receive the value of the outstanding spend as a voucher for the shop, but still your Canary Wharf salon asks if I can manage 10:00 on Friday 10 September 2021…. No! Because I will be at work as I have already explained. Why does this company make dealing with it impossible?