PURE Spa UK Reviews 193

Managed to book a couple of wellness treatments I’ve never tried before with the added bonus of them being 50% off. Obviously I’ve still to arrange the appointments so can’t comment on the actual treatments.

Booked a luxury pedicure for my wife's birthday that is clearly advertised as 50 minutes. Also requested an add on of 15 minute massage.

On the day, the person doing the pedicure was 15 minutes late and after my wife had stated during the session about the add on as well, the session only last 30 minutes. My wife raised this at the desk but 4 staff members just shrugged their shoulders. They offered to take my wife back in but the person who did it already had their jacket on ready to leave, which was bizarre. Not only that but the standard of pedicure was shocking and none of the advertised service was done correctly.

I raised a complaint and was told I would be contacted with 3 days. Yet to received a response, and no reply to follow up emails.

Very poor service and would not advise people to spend money here.

Had a great treatment, my muscles were really sore from cycling but the deep tissue massage made them feel much better, will definitely be back!

No voucher, phone number not being picked up but following an email to CEO vouchers have now arrived. Don't know how you can book by phone if no-one answers though. Previous treatment have been well received but the voicher process is very clunky when you have to escalate it

I have been given a Gift Card for Pure Spa in Brighton in October 2025. Unfortunately, this location seems to be permanently closed.
I have been trying for weeks to get some help and assistance around this issue without any response. I have sent emails, a website enquire, Instagram message and comments, all unanswered. Very poor customer service. Unsure if they are just ignoring my request or scamming me by not refunding the gift card or offered alternatives.

I was bought a voucher for an overnight stay in a hotel and two spa treatments. I have been trying to book with them since January 2025 and they keep delaying and delaying. I have now found out the hotel-Peebles in Scotland, where my gift voucher was bought for, no longer have anything to do with Pure Spa, due to the difficulties the hotel had with frustrated people like myself not being able to secure a booking. I am now moving onto court proceedings as my daughter spent £270 for my birthday gift in January 2025; it is now March 2026 and I still cannot secure a gift. The CEO should be ashamed of taking honest money from people and not delivering the gift they paid for

I had a luxury pedicure, followed by a gel polish finish. I was delighted with the treatment. The girls were friendly and chatty, and I had a great experience. Unfortunately when I returned home, one nail was missing polish. When I reached out to PureSpa I received a quick response and was booked in the next day to fix the issue. Again, the next day, 2 further nails were missing polish. And again, I received a quick response to rectify the issue. Whilst it was a hassle having to go back and forth, I really appreciated their customer service and duty to make things right.

I booked for 3 massages so roughly 300£ and canceled on the tuesday before the sunday appointment.
They first said they would credit my Pure Spa account, and i promptly replied than I wanted a refund on my bank account.
They said they would pass it on to the manager??? (Why??? Am i not allowed to get my money back if i cancel long in advance?) Anyway, it was on the 16th of March and since then, I haven't heard back from the manager or anyone and they haven't told when they would actually refund me!! That's a LOT OF MONEY.

Absolutely super place. Therapists were lovely and Ali gave me one of the best massages I have had. Brunch is lovely too, lovely waitress who was welcoming and efficient

Showed up for a pre- paid appointment and salon was closed. Have emailed the branch (cults), phoned the centralized number countless times, emailed head office, messaged via instagram and Facebook and still can't get hold of anyone to get my money back.

Extremely disappointed as was looking forward to my spring spa renewal which they keep sending me adverts for

I'm beginning to believe this is a scam company.

I purchased gift vouchers through their website I'm February but have been unable to redeem them as the appointments were repeatedly cancelled. I told them I wanted to be refunded and have never heard anything back.

I have tried endless emails and phonecalls that never get answered.

Last resort is to go through the credit card company.

*EDIT* I have since received a reply stating that policy is that gift cards are non-refundable.

Given that the gift card was a specific offer for the specific site of Park Hall - Chorley, and there is no other Pure Spa within a 100 mile radius for me to use my voucher - I will insist on a refund. I had already received an email from Park Hall - Chorley stating that a refund has been requested AND processed - which is simply not the case. As previously mentioned - if this is is not dealt with promptly then I will raise a section 75 with my card company.

This company is awful to work for they made me redundant in May last year and I’m still waiting to get my redundancy pay as well as the money they owe me for my “pension” they claimed to of been taking money from my pay and putting into people’s pension for my to be told by people’s pension that I don’t have an account with them !! And I’m also awaiting my P45 as can’t get access on their system and also know someone else who had to get a solicitor involved, furthermore they haven’t responded to any requests through my emails and now I’m having to go through acas.

Regarding the call center which is completely useless, the employees do not know the products, the program or how to use the facilities. Some of them have poor English, I don't understand how they ended up working in a call center! The website has also a big issue, you cannot make appointments even if you have a membership or an e-card.

Purespa Cults, deducted money from my account for a no show for an appointment that I did not book or know about. I have sent several emails to the customer service unit and to Cults Purespa with not a single acknowledgment of my mails. I have been to the Spa and a staff there acknowledged that the deduction was an error yet nothing has been done after several weeks and no one is responding to my emails.
Kindly refund my money.

It’s a shame that it had to take a review to get a response.
I have since raised a dispute with my bank.

Update: I had meanwhile received the refund, hence I am increasing the rating of the review to 3 stars. Considering the length of time and the poor responsiveness, I can not give a better rating.

Responsiveness of customer service is close to zero.
I booked a treatment priced at just over £100 because I had a gift voucher for that amount. However, when booking online, there was no option to use the voucher as a payment method. I proceeded with the booking and paid £67 upfront using my bank card, with the remaining balance due on the day of the treatment.
When I arrived for my appointment, I presented the £100 gift voucher to the receptionist and asked whether it could be used to cover the full cost of the treatment. She confirmed that the entire voucher amount would be applied and that the £67 I had paid by card would be refunded. I asked her to reconfirm this, and twice she reassured me that the full treatment cost would be taken from the voucher and I would be reimbursed for the amount paid by card.
This refund never happened.
I have sent at least five emails over the last four weeks to customer service with no response. Calling the customer service number listed on their website (0330 232 1888) also leads nowhere—no one ever answers.
I have also noticed that most complaints on Trustpilot receive the same generic copy‑and‑paste response. I’m genuinely wondering if anyone has ever actually had their issue resolved.
Extremely poor attitude from a company operating in a market like the UK.

Bought a gift voucher for a hyperbaric chamber session at the Coventry spa. They advertise it as being able to be booked at Coventry but once I tried to use the voucher to book I was then informed that, contrary to the website seeming to show that Coventry offered the service, they don’t.
I therefore asked for a refund. Customer service has been replying to me quickly prior to this, but my last 3 messages asking for a refund were ignored. I’ll now be seeking a refund via my card provider.

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

Absolutely shocking company, one star is too high a rating,unfortunately there is no zero or minus option. Treated therapists badly, underpaid therapists invoices, fictitious email accounts, clients chasing refunds, appointments messed around. Very high turnover of therapists due to management behaviour and not because therapist were bad.

Husband bought me a voucher as a gift. The voucher did not arrive and he ended up chasing them up for it and could not get any response from customer services-he had to go in store to rectify this.
I then tried to book my treatment. Voucher recommended booking by phone or email. Tried calling multiple times daily over multiple days with no answer. Left voice messages, have not heard back. Emailed customer services and have yet to have a reply. My husband had to go in person again to book the appointment.
Went for a 60 minute floatation experience. It was the only spa treatment I have ever walked out of early. I was set up on the floatation bed and advised they would come and check on me. 20 minutes in and I was overheated and really uncomfortable- was unable to adjust any settings. Nobody came to check up. I tolerated it for another 10 minutes and then started to feel unwell, so got up. Could not find any staff to ask for help, place was deserted. Only person I found was the receptionist whom was already occupied. I fed back to her but got no response. Left feeling unwell and really disappointed. A kind gift made me feel worse rather than better. Have written a complaint on their feedback service and also forwarded it directly to the spa, asking for a refund. Unsurprisingly there has been radio silence since.
Avoid Pure Spa- they are a detriment to your health and your bank balance. Worst customer service I have ever experienced.
Update: 17/3/26
Have emailed purespa as per token response below and still had no reply from any of my communications other than the trust pilot response below.

Unable to book treatments as I was given gift vouchers as a present and cannot use these when booking on-line. I have now contacted the customer service on 14 occasions, 3 on email and 11 by phone often spending 20mins listening to 'Your call is very important to us, please wait for the next available agent'. No agent ever came to the phone ! I decided to drive to Witney to make a booking in person to find the place deserted ! If I didnt have the gift vouchers - I certainly wouldnt be giving them this much attention !