PURE Spa UKAvis 

I attended PURE Spa for a patch test ahead of my treatment and unfortunately the experience left me feeling very unsure about going ahead. The staff member who carried out the test appeared uncomfortable and struggled with basic movement, and their overall presentation didn’t reflect the professional, polished environment I would expect from a spa setting. It didn’t give me confidence in the standards of care or hygiene.
Afterwards, I read several reviews that echoed similar concerns, which ultimately put me off returning for the treatment. Based on my experience, I didn’t feel comfortable proceeding.

I have been a pure spa customer for years and have always enjoyed my experience with them. The past few times I have visited, I have been let down with appointments and location being changed, and this last time I took the day off work, didnt get my scheduled appointment as the spa was closed, and left feeling disappointed and stressed. The most disappointing part is that I called customer service and they said they would get back to me and didnt, and I have also emailed and not heard back.

Amazing experience, fabulous massage from Rebecca and a nice manicure from Vanessa, all lovely and helpful staff!

Unbelievably bad customer service, it seems that they are only interested in taking money from you rather than being reasonable with their customers.

I bought a voucher for a discounted bundle of beauty treatments only to discover that my local Pure Spa had closed down. I emailed customer services on the same day to explain that I wouldn't be able to use the voucher as they couldn't provide what I'd bought, having heard nothing I rang, left messages, emailed again and finally, finally received an email in response which refused to refund the voucher.

I explained again that I could not use the voucher and wanted a refund and their response was to offer use of the £100 voucher at a partner venue for goods/services to the value of £100, so I will receive £100 of product or service in return for spending £100 for something I do not want at a venue I don't want to visit!

They responded that the local Pure Spa (based in a David Lloyd) had closed a year ago and all of their locations are listed on their website. Given that I bought the voucher having received a time-sensitive offer 'Only available for the first 100 people' I responded:

"I used my local Pure Spa infrequently, as a treat and find it disingenuous to send out time-sensitive offers and then state that all of your locations are listed on your website.

If you work with this marketing model then surely the response you want is for people to act quickly?

I understand that you have terms and conditions, however where there is this gulf between my acting in good faith and your ability to deliver the service I bought, I really hope you won’t rely on rigid terms and conditions that negatively affect your customers."

And they still refused. So I have now started chargeback proceedings. I will never use Pure Spa again and I would recommend no one else does either. They deserve to go out of business.

Purchase of the voucher was a very simple process.

Booked a voucher massage with hotel stay at Coombe Abbey Hotel. Massage was fantastic but upon arriving at hotel we were told the room had been booked but hadn’t been paid by Pure Spa even though we had paid for voucher. Countless phone calls never called back or replied to emails. Two hour journey home. Avoid!!

The therapist was kind and attentive, but the service fell short of what was promised. Instead of the advertised 80‑minute massage plus a 40‑minute facial, the entire appointment was completed in just 80 minutes, and key elements such as exfoliation and a face mask were missing, despite being explicitly included in the Virgin Experience voucher. On top of that, my original appointment wasn’t honoured due to a lack of available therapists, and I was only informed a couple of days beforehand, which meant rearranging my plans to attend. Overall, the experience felt incomplete and not worth the cost.

Edit: They won't refund us. What an absolutely disgraceful company.

Complete nightmare of an organisation, branches keep closing, some have no idea about the gift cards, and customer service won't respond to calls or emails. A complete shambles. Avoid at all costs.

I bought a "The Mum" gift experience for my wife in 2024 before the birth of our first child. Firstly, they didn't send out the proper gift certificate - said they would, but never did. Then, the branch local to us (15-20 mins away) closed down. Then we booked a short weekend away so my wife could visit the nearest one (~1hr away) without driving 2 hrs away. The experience of organising this was exhausting, as this branch had no idea what the gift certificate was, and my wife had to repeatedly explain what was promised, and negotiate to get the things that were supposed to be provided. And then a few weeks before the appointment, this spa is no longer affiliated with Pure Spa and they've sent us a £240 invoice! Alternative is to go to a spa 2.5 hours away. This was supposed to be a relaxing little trip 15 mins away for my wife, and now it's 5 hours round trip if she wants to use her voucher. And now the customer service team won't return my calls or emails to try and sort this out. It's been an absolute nightmare from start to finish, and Pure Spa seem to have no interest at all in putting things right - or even in speaking to me.

Again, ordered products which have not arrived :-( cannot believe this is happening again. Order in 3rd May and still have not received my order. I have now ran out of products, perhaps time to consider another brand!!!

Extremely poor customer service. There is no point in the phone number as no one ever answers. Response via email also is sporadic. Trying to cancel an appointment and receive refund for the money paid at booking is next to impossible. After days of trying to cancel I had to visit a location in person to confirm it had been cancelled - well before the 72hrs in the cancellation policy. Was then informed via email my refund had been escalated to an executive team?! This should be a straightforward refund for cancellation. I am more then 2wks down the line with no refund and no longer any responses from pure regarding status.

I bought a gift voucher of time for my daughter and she was thrilled to find she could choose any treatment for that length of time. The voucher was easy to select on the website and there was a great variety of choice.
Experience not taken yet.

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...

Baffling process with online purchase of a gift voucher. No option to have the voucher sent directly to the intended recipient, or facility to leave a gift message. Order was confirmed but then I received emails asking me to complete my order, offering a series of unrelated treatments. After three emails to customer service I eventually received the gift voucher, two days after purchasing.

I received a facial and back massage which was truly wonderful, very relaxing and rejuvenating experience. Chloe ensured I was fully informed of the procedures that were to be used and detailed at end of session. Would recommend Witney Lakes Pure Spa for its cleanliness and overall ambience.

I bought a masage vouchers from Pure Spa in Brighton and they dont operate anymore and pure spa would like me to use them at other outlets but i cannot get through them or anyone to pick the phone for me to arrange any appointments - they are sitting on my money and are not giving this back to me nor can I book any treatments -
Dont use this company

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.

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