PURE Spa UK - Peebles Avis 5

I paid £195 upfront for a spa package at Peebles hydro on February 23rd 2026. This was paid for on 28th September 2025. Through complete chance, I went on the Peebles hydro website at the end of December to check something and saw the spa was closed. Nobody from pure spa had informed me of this. I emailed to ask for a refund since they would no longer be able to provide the service - they changed my appt to a different spa. I told them this was not suitable and I wanted a refund and for weeks now they’ve been either ignoring my emails or fobbing me off, claiming they’re chasing it up when they’re clearly not. I am so angry as they are clearly scam artists. I have now initiated a charge back with my bank and have evidence of all communication with the so called pure spa ‘customer service’ team. Avoid at all costs!

At the end of October I booked to get my nails done for Christmas. I got an email to say that the Spa I’m booked in with is shut and they have redirected my booking to another spa who will be getting in touch with me regarding my booking. I emailed back straight away saying I would like a refund instead and nobody has got back in touch with me. I phoned and got told that someone would get in touch with me and nobody has. Shocking customer service. Nobody has even got in contact with me from the spa that it was apparently redirected to like they said. Why are you able to even book when the spa was shut.

I booked and paid for a treatment online on 19 Aug. I attended the appointment on 21 Aug, treatment was great, no complaints. However, I then received an email asking if I wanted to tip the masseuse, which I did and Pure Spa Uk then took without authorisation payment for the treatment again, so I was charged twice. I have been ringing and emailing without response. I have challenged the payment with my credit card company but this is poor customer service and unlawful to take payment from someone without authorisation.

Thank you for the response. I have already emailed you on several occasions and left messages on your answering service and you haven’t responded. So why would emailing you again be of any use?

Tried to book eyelash extensions and eyebrow wax and tint online but after booking the patch test, tried to book the appointment itself and as it tried to book a patch test again, I tried to call the salon (in Peebles Hydro) instead. No reply and that is understandable, as sometimes they are busy with treatments but despite leaving a message 3 different times, no one called me back. E-mail was no more successful, with no reply to both. Eventually (days later) someone called to change my time for the patch test and at that time, I was able to book the treatments for the Thursday. I turned up on Monday, as planned and had the test done (quickly and efficiently) but thought I’d just check on the appointment while I was there. I was told that for some reason, I had been booked in with someone who couldnt do that treatment and could I change the appointment to an earlier one? I brought it forward to 1230, instead of 5.30, which wasn’t ideal, as I only get an hour for lunch but as I was going away for the weekend. I decided I’d have to go with it. Turning up at the salon at 1220 on Thursday, I was met with a puzzled expression and told that I wasn’t in the diary. I reminded her of the rescheduling of the appointment a few days before and she then said that I had been taken out the diary because the person who was supposed to be doing the treatment was off sick and they had presumed I had been notified. Which I had not. No other appointments available that day and so, I was left thoroughly disappointed and without the eyebrows and lashes I had hoped for. Very disappointing service indeed. Seemed very disorganised as far as bookings and admin were concerned. Will not be booking again and would dissuade anyone else to.

Atrocious from the booking to confirmation to their cancellation at short notice to the extremely poor & lacking communication/down right lies regarding ‘not being able to contract you by phone’ after they cancelled bookings less than 24 hrs before stay - come on!!! This is the 21st century - I can see my calls history!!!
Big mistake booking with this company who Peebles hydro employ. Needless to say never did get the spa treatments we paid for and right up until the day of check out had to chase up to see if the bookings would be honoured if extra staff could be enticed to work. Impossible to leave voicemails (mail box full), 3 emails sent to customer services and zero response. The hotel kindly reimbursed us so no prolonged wait for refund thankfully. Really just don’t bother with Pure Spa & beauty - it’s pure hell and put a huge downer on a special celebration.