PURE Spa UK Reviews 

I booked a 40 minute massage at Peebles Hydro and was given a 30 minute massage - when I complained I was told that it was their policy to allow 10 minutes for undressing and dressing. I sent a complaint by email which was unanswered. My bank is now pursuing them under the visa chargeback for a pro rata refund. They are indulging in sharp practice, acting contrary to normal business practice and profiteering at the expense of their customers.

I wish I had read the reviews here before going here. The whole experience was bizarre. I went to Pure Spa in Cheadle, for a fathers day treat. When you go for a "time out" spa day (or even half day), for a premium price you expect to feel relaxed and refreshed. Hardly the case here.

I would compare the experience similar to attending a hospital appointment or going to see a physio - very clinical. Complete a questionnaire and then sit in a waiting room. I had already booked my treatments, but they had no idea on this. No drinks, no changing rooms, nothing. when i asked about changing facilities, i was told there is a chair in the corner of the room, its all yours to do what you want!

I was taken into a room, given a massage and then told to leave. The therapist brought a glass of tap water at the end, but even then it was in an oversized coffee cup, as apparently they dont have glasses! i was told that i could use the david lloyd facilities, but it was for a maximum 1 hour. Nothing like putting time pressure on a "time out" experience! Once i had found out where everything was, got changed and allowed time for a shower after, an hour was probably going to stress me out more!
having paid for 90 minutes worth of treatments, i was in an out in less than 75 mins (thats including my waiting time).
So disappointed. Tacky interiors, no customer service, rushed, inexperienced staff, and overpriced. please, save yourself and stay well away!

I booked a Gel builder manicure and was looked after by a young lady just out of college. She couldn’t do a French polish but I agreed on a colour. Half way through a group of ladies arrived who had booked a spa session. The poor girl had to stop my nails and get them teas and coffees, which took a while but I was fine with it on arriving home I noticed both my thumb nails were discoloured. I contacted the spa several times and they offered me a £50 credit to get the nails done again
I couldn’t find any appointments on line so rang the number and a nice lady in customer services booked me in. I then got a message cancelling the appointment to the next day.
I attended the appointment but I found Sarah the Manager very aggressive. She refused to do French nails so I picked a colour and she criticised every colour I pick and said pick something bright so I had to firmly say I don’t like bright colours and I ended up just quickly choosing one . I then said I didn’t want the young lady to get in trouble as it wasn’t her fault she was on her own and had to make the coffee.
Sarah turned round and said “She didn’t have to make the tea and coffee” “ I said she did !” Again she refused to believe me in a very aggressive manner until I pointed to the room and described the flasks the Tess and coffee were in.I had to raise my voice to say this. thereafter she contradicted every conversation we had and kept moaning at me.
Once I was finished she gave me a gift card which I wasn’t expecting so I left a £10 tip
To say thank you but I just can’t go back to such an awful place so the gift card went in the bin. Someone need to speak to Sarah as this was verging on harassment

Following my last review I have been unable to obtain a response from the Regional Customer Services Manager in Scotland about returning the money they owe me. I have asked her to confirm the correct designation of the company as it seems they rely on their customers not taking any action against them. I intend to raise a claim in court and would be happy to help anyone else who finds themselves in the same position as me ie having paid for a course of treatment which PureSpa fail to deliver. Please let me know

I can confidently say that I had my life's worst experience with Purespa and the treatment I received was (and is) unacceptable.
In July 2023 I purchased a course of facials from Purespa and when trying to redeem the 1st one in January 2024, I found out that it is not offered at my local spa. Having looked at alternatives and not finding anything of interest, I requested a refund. On 9 February 2024 I got a call from Purespa saying that my refund has been processed. However, up until now, almost 7 weeks later, I still havent received the payment. I call Purespa customer services, I write emails and I am just being ignored! On the phone I am told that they will look into it and the emails are not even answered. I did not get a single response or call back in all this time. I can't even think what else to do and it is a lot of money!

Purchased an e-gift card as a present for my mother on 7th March. Got immediate order confirmation, but still do not have the e-gift card/voucher in inbox after 9 days (checked my junk folder). Have sent 3 emails to customer service (all unanswered) and called once - person on the phone said they don't handle gift card issues and took my email address and said they would email the customer service team about it as well. Was told they would get back to me the next day, but have heard nothing since I called 3 days ago.

The gift card I ordered never arrived at its destination. When I inquired, they let me know when it was posted, but had no way to track it, so they provided me with an e-gift card, no questions asked.

Thank you for making my daughter's birthday a good one!

I still have not received my gift card and I am not happy

I had a PURETec Facial with Jen at Pure Spa & Beauty Newhaven, Edinburgh. The facial was amazing and Jen gave offered great personalised skincare advice after my treatment. Super relaxing and it was interesting to learn all about how facial's various technologies tackle different skin concerns.

I bought sauna in place is no sauna and request refund straight away. I still wait for resolve.

I paid for 2 spa treatments on the 26th November (both at Peebles Hydro for a January hotel stay). The first was for a Winter Glow (which I had on 3 Jan 2024) and an eyelash tint, for 4 Jan (the price paid included a Black Friday 20% discount - from £28 down to £22.40).
After my second treatment, I noticed that I had been charged again for the eyelash tint (for the full amount of £28). As this was showing as pending on my Amex account I spoke to Zoe, the lady who carried out my treatment. She said not to worry as it probably wouldn't go through. It did but by this time I had already checked out of the hotel. I have tried emailing PureSpa several times without ANY response and began the complaint process with Amex however Purespa sent Amex proof of my treatment as if they are in the right??!!! Beggars belief. I would NEVER use Purespa again- shocking customer service!! If I could give zero stars I would.

Update - I eventually got my refund.

I had a great appointment and was very fast and efficient xx

I bought an e gift voucher and received no voucher in my inbox, just an order confirmation. Meaning, I have nothing to send on to my partner as a gift without the cost etc being there.

Booked a spa party for a Christmas party online Spa party listing on site includes champagne and nibbles and when I called this was confirmed and I even mentioned my wife was vegetarian which they noted.

My wife and friends commuted for hours as a getaway experience

On the day they advised this wasn't available in the branch!! They offered a measly refund and i have chased several times and they havent processed it

Booked a spa party for a birthday over the phone with the HQ number. Spa party listing on site includes champagne and nibbles, thought it'd be a nice extra add on for the experience. Emailed the specific branch to mention dietary requirements, was told they don't do any of the add ons (which nobody mentioned on the day I booked a few weeks before). Then get an email 24 hours to mention there is a discretionary service charge to be paid on the day but no mention of how much - wouldn't mind paying this if I wasn't already not getting part of my package. Called to raise the issue to HQ who booked me in, was told I wouldn't be charged any extra given the issue. On the day, as I am leaving the staff mentioned payment, I clarified I'd already paid for the package and was not expecting to pay more. If it was discretionary, I'm not sure why they tried to call me after I left as if I'd just walked out without paying a bill. You won't get the advertised package, refreshments are bare minimum and the same as what others get who don't pay for the party package. Spare your cash and find somewhere else, I've called several times to complain even as feedback let alone trying to get any money back for the shitshow and no-one has bothered to get back to me and its been 3 months. Will notify trading standards as they're misselling a package online.

Attended in Lytham St Annes, pre booked. On arrival the receptionist was not at reception for some time, swimming pool had no lockers and I was told just to leave my belongings in the changing room (which was not secure, seen as I had with me the cash for the treatments (£120) + other items I didn't feel comfortable leaving. The lady on reception said not to worry because she could see everything on the cameras (even though she was nowhere to be seen for some time on arrival). After looking at the swimming pool it was full of kids so I didn't bother. Treatment was fine. At the end they wanted to charge me more, I explained I had the price quoted to me beforehand and also had the 15% discount for first time customer. The woman said that offer had ended and she has quoted me the new package price, I asked for the discount and she said you cant have it on this package. So I asked for a breakdown of costs so I could work out if it was better to pay for them individually with the discount. Not only was there no price list, she didn't know the price and couldn't work out 15%. Because I was in a rush I just paid and left, very unhappy, first and last time customer. In my opinion absolute stressful, and will not be returning!

Doomed from the start. Had a spa day booked at the spa at Metropolitan NEC. It was a Saturday and was not told there would be swimming lessons, so no relaxing by the pool! Then whilst waiting in "reception" area my friend and I were asked, with other people around "who has the fungal infection?!" (Just to note it was on a toe). Then taken to two rooms, where we could hear each other, was asked about heart condition? What heart condition? Your form says HRT!!! Then asked what treatments would you like, asked for a lava shell massage, we don't do that even though it was on the offer, so asked for hot stone, oh well I will have to heat the stones, bearing in mind I had called in advance and asked if we needed to pre-book treatments. I also asked for the facial and explained I had sensitive skin. So was very surprised when she started to use a scrub on my face. But I went with it. Then when she put the next mask on my face went on fire!! So she put a few cold pads on my face, by this time I just wanted to get out. My friend didn't have much luck either. When she asked for a towel for under her head, was told they didn't have anymore towels.

My friend and I went for a manicure and pedicure respectively. Both of us had the worst job done ever. I think perhaps inexperienced staff or old products used could be the issue. Emailed customer service but had no response.

Customer service is shocking.

Ordered a gift card for a facial to give as a Christmas gift. They have sent the wrong gift card out. I've sent 2 emails and got no response and I've spoken to 2 different advisors who assured me they'd sort it and get back to me and neither have.

Save your money and go elsewhere