PURE Spa UKAvis 

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 !

The system does not allow me to book a massage online using a gift card I received for my birthday. I called more than 10 times and nobody answers the calls. I left messages, sent many emails and nobody comes back with any answer nor responds to queries. I feel this is a scam. So they take payments from customers but it seems that the company does not exists as nobody responds by any communication channel.

I have been a customer of Pure Spa Union Square for over two to three years, and unfortunately, the negative experiences have outweighed the positive ones. Throughout this time, I consistently purchased treatment packages including the Hyperbaric Chamber, Infrared Sauna, and Laser Hair Removal, so I believe I am well‑placed to provide honest feedback on the services and overall customer experience.
Infrared sauna issues
I had used the Infrared Sauna since becoming a customer and never had any issues until late last year. This was the point at which I stopped treatments and decided to formally raise concerns about the ongoing problems I had previously overlooked.
Pure Spa changed their package system from block courses to gift cards without informing me. On one occasion, I accidentally purchased two blocks and immediately requested a refund for one. They denied it and said they don't do refunds for gift cards but I never knew I was buying gift cards in the first place. I let it go and continued with the treatments.
During one sauna session, less than 15 minutes in, I opened my eyes to find the main door wide open. I stepped out to close it, confused. Shortly after, an employee named Debbie—whom I had never met before—opened the door to the sauna room while I was semi‑nude (I had never experienced this in all the 2 years of going to the sauna treatments) She seen how uncomfortable I was...yet she opened the door even wider and continued staring. She claimed the session had ended, despite the sauna timer showing it was only halfway through. When I went to reception afterwards, Debbie's attitude was dismissive and unprofessional. therefore I asked to speak to the manager, which who I explained the situation to and she clearly wanted to defend her employee from the get-go and act like the situation was "normal" and the seriousness of the customers privacy didn't matter and that it happens all the time this was extremely disappointing.
Appointment Booking Problems
After that incident, booking appointments became a constant problem. Despite booking weekly as usual, I would arrive to find no appointment in the system. I repeatedly had to wait or rebook, wasting my time. I eventually began calling Pure Spa’s main office to confirm every appointment, only to be told that some had been booked for the following year—even those made directly with the manager. This had never happened before.
Hyperbaric Chamber Concerns
I also purchased a block of Hyperbaric Chamber sessions. Most of the staff appeared untrained and unsure how to operate the equipment. On one occasion, I sat inside the chamber for 20 minutes with the mask on, waiting for it to inflate. It normally takes 5–10 minutes. When I asked, I was told to “wait a bit longer.” After 30 minutes, nothing had happened. Only when the manager came did it finally start working. I ended up being there for nearly two hours.
In another session, I was left inside the chamber for more than 20 minutes after the session ended. It became extremely hot with very little air. After 30 minutes of waiting, I had to force the chamber open myself. When I got out, there was no one at reception—they had completely forgotten I was there. After that, I did not finish the remaining sessions out of concern for my safety.
Laser Hair Removal Issues
I also purchased a block of laser hair removal sessions. Due to personal circumstances, I had to reschedule a few appointments. It wasn’t until the third reschedule that I was suddenly told I had “lost” all remaining sessions. I asked the manager to show me the terms and conditions that stated this, and I am still waiting for that email to this day. On top of this, I experienced burns to my skin and inconsistent treatment, with areas being missed entirely. I eventually decided to complete the treatment at the Cults location instead of returning to Union Square.

Pure Spa Union Square is not a suitable place for regular clients. The lack of professionalism, poor customer service, and disregard for client wellbeing have been consistent issues. I strongly advise against purchasing block courses of any kind. My experience has steadily declined over the years, and each visit seemed to introduce a new problem.

Paid £125 for a 90min facial. Description on website included shoulder message, head massage, foot treatment, arm and hand massage.

Instead got 90 mins of pouring on rather lot of product which was left on my face near enough dripping after I was told my 90mins was up. Only massage (if you call that) was a rub of moving product around.

Disappointed!

I bought a gift voucher for my mum as a treat for a gel manicure, but unfortunately the experience was very disappointing from start to finish.

The shellac began chipping within a week, and one nail peeled off completely shortly after. The application itself wasn’t to a professional standard — the nails were uneven in length and the finish was untidy.

Booking the appointment was also a problem. Despite leaving multiple voicemails and sending emails, no one responded, and my mum had to go into the spa in person just to make the booking.

I raised this by email on 18 December and initially received responses. A replacement gift card was offered, but my mum didn’t feel comfortable returning given the experience and the difficulty booking. Once I asked about a refund, communication stopped entirely.

On 8 January I was told the issue was being escalated to the Executive Team, but since then multiple follow-up emails — including to customer services — have gone unanswered. It’s now early February and the matter remains unresolved.

Really disappointing overall, especially given this was meant to be a special gift.

Easy to find what I was looking for & pay - a gift card. My daughter has used it along with her own gift card, to book us a Swedish massage at her local salon. We're really looking forward to it.

Impossible to get in contact with. Over the past two months, I have tried emailing the customer service email (customerserviceATpurespauk.com) three times and calling two separate numbers which no-one picks up and leaving messages, only to get no callback. Can't make an appointment to redeem a gift card. I suspect the business is struggling, so advise against purchasing gift cards or such like as they appear to be virtually impossible to redeem.