PURE Spa UK Avis 

I have been trying to book an appointment for weeks and no one ever answers the phone after many left voicemails I still have never received a call back. I have done it online and they have now taken the money off the gift card I had but not booked anything again can’t get a hold of anyone to sort this issue. Absolutely shocking customer service.

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?

This was the worst spa experience that my fiance and I have ever had. Unhygienic, my treatment 90 minutes late, place smelling of sewage, and treatment not as advertised. The photo of the pool is false advertising, it belongs to the hotel. In reality the spa is a dusty waiting area, filthy showers, and lukewarm sauna. There was a thick layer of dirt on the shower floor, as well as hair. The toilets were unflushed.. No where to get changed. After my treatment was late I had to cancel my afternoon plans. This was a £270 birthday treat from my fiance, but we left feeling disgusted and annoyed rather than relaxed. I've tried to get in touch with the company. They offered to re-book our treatments with the London Spa. However, after reading the reviews for that Spa we realised that the issues with the Brighton Pure Spa seems to be a company wide problem. So instead we asked for a partial refund, that's when the company stopped replying to emails full stop. Absolute scam. save your money or go elsewhere.

I booked a spray tan for the salon in Rose street in Edinburgh it was booked for 7pm accepted my booking and FULL payment, sent me an email to remind me of my appointment I contacted them at 4pm to make sure was all ok with booking as their website stated they closed at 6pm and my booking was for 7pm and they told me sorry we dont have anyone to do the tan !!!!! such bad customer service

I was bought a spa voucher for use at David Lloyd Manchester. The spa then closed and I was told that I could use it at the Marriott in Manchester. There is no pool, they do not offer half of the treatments that I need and I have been emailing since June to get a refund but NO ONE will reply. Shocking customer service DO NOT USE

If I could give no stars I would.
Bought over £300 of gift vouchers as a Christmas gift. Booked appointments at Pure Spa Peterborough branch after looking at their website. A couple of days before appointment we received a call saying Peterborough branch had closed down! We were offered an alternative in Peterborough but were not told its for women only - the gift cards were for my husband! Other salons are over 100 miles away! They refused to refund my money and told me the gift cards were non refundable - this situation was down to Pure Spa but they were not prepared to take responsibility. My husband spoke to a person at Pure Spa and explained the situation. She apologised and said she would speak to her manager - we didn't hear back. DON'T USE THIS COMPANY - THEY ARE QUITE WILLING TO TAKE YOUR MONEY BUT ARE NOT WILLING TO HELP IF ANYTHING GOES WRONG.

I recently had a Shamanic Healing session with therapist Steven at Pure Spa Witney Lakes, and it was an uplifting experience. From the moment I arrived, Steven created a calming atmosphere that immediately put me at my ease.
Throughout the session, I felt as though I was transported to another place. As the healing progressed, I experienced an emotional shift - lifting my mood. I left the session feeling more grounded with a new sense of purpose. The positive effects have continued bringing a sense of motivation.
I recommend Steven’s Shamanic Healing to anyone seeking holistic healing or emotional balance.

I bought a course of 30 oxygen therapy sessions for health reasons that Pure Spa ceased to offer at my local branch in Peterborough shortly thereafter. The closest one was almost 2 hours away and they refused to give me a refund. I raised a court claim against their Peterborough branch and subsequently issued a CCJ against them due to the lack of response (claim reference: 676MC478). They have now closed down and their head office has still not responded to anything.
Their business practices are unethical and indicate that they are struggling. Please think twice before buying a course.

I wish I could have not even put 1 star as this place I would rate it minus a million.

I had a really disappointing and upsetting experience with Pure Spa UK, and unfortunately I would not recommend them.

For my hen weekend in Brighton, my friends had arranged a surprise treatment for me. When we arrived, we were told there was no one available to carry out my treatment as the therapist was unwell, and there was no alternative staff to cover. This meant my “special treat” for the weekend didn’t happen at all, which was a real let-down.

After my sister complained, Pure Spa offered me a £60 credit to use at another location. I later booked a treatment at their Canary Wharf branch, but sadly that experience was even worse. The spa itself felt very dark, outdated, and not especially clean. I had booked a foot spa/pedicure treatment and nail polish, but the therapist ended up picking at the skin of some blisters on my feet, which left me with open wounds and now permanent scars. This caused me pain just before my wedding day and left my toes looking far from how I wanted them to.

On top of that, they only used normal polish (not gel), which was painted poorly over a French manicure. The result was so bad that I had to visit another nail salon to fix it — and one salon even refused to touch my toenails because of the state they had been left in.

Overall, Pure Spa UK turned what should have been a special experience into a nightmare. Between the cancelled treatment in Brighton, the poor hygiene and service in Canary Wharf, and the lasting damage caused to my feet, I would strongly advise avoiding this company

Daughter bought me a gift voucher and there shut the spa in st Anne’s so couldn’t use got in touch after 50 phone calls as don’t answer phone and was promised a refund didn’t arrive after ringing them again after 30 attempts was told there would find another spa but never heard back what a total waste of money .

Cheshire Oaks Branch (inside David Lloyd gym)
We visited this branch often and the therapists were usually very good. On many occasions, we purchased the 6 treatments for the price of 4 special offer. Last time we did this (December 2024) we were not made aware that the branch would close in January 2025 and they did not contact us to let us know. They still owe us £270. I have sent a number of emails and left messages on their Customer Service helpline (never answered) which have not been returned. We will continue to pursue the matter but highly recommend that this company is avoided.

WARNING: DAMAGED MY SKIN – NO RESPONSE FROM PURE SPA

I went to PURE SPA UNION SQUARE, ABERDEEN on 29 AUGUST 2025 for a Diamond Peel Facial (60 minutes at 4 PM). What should have been a birthday treat has left me with VISIBLE BURNS AND STREAKS across my face.

After the facial my skin became RED, SWOLLEN, HOT, AND BURNING. It has continued to get worse. I was given NO AFTERCARE ADVICE, no mirror to see my skin, and no discussion of risks before the treatment. The therapist simply walked out of the room and did not return.

I have emailed MULTIPLE TIMES WITH PHOTOS showing the damage. PURE SPA HAS NOT REPLIED ONCE. This silence is UNPROFESSIONAL AND NEGLIGENT.

The impact has been severe:
PHYSICAL HARM – painful burns and streaks.
EMOTIONAL STRESS – I am so distressed I cannot leave the house.
FINANCIAL LOSS – £95 wasted, missed work, and potential medical costs.

PURE SPA must take responsibility, refund me, and cover medical treatment. WARNING TO OTHERS: I was left injured, stressed, and ignored. Until they address this, I STRONGLY ADVISE AVOIDING PURE SPA.

Avoid!! A couple of months ago I had a really great experience here, the folks were lovely and the treatment incredible. So much so, I signed up for the Premium membership. I wish that I hadn't!! The membership was never linked to my account so I couldn't book online, I called and the phone was never answered, I left messages that were never returned, I emailed customer service and never had a reply, I even used the chat bot who said that it could get me booked in, but I just got asked the same question over and over. I have been trying to book in for the entirety of August and got nowhere. I am £158 out of pocket and not had one treatment - the customer service is truly shocking.

I have now been trying to cancel my membership for the last couple of days and same problem, complete silence. The bank cannot cancel it because of the way it was set up, but they have put a block on further payments until I can get through to someone.

I am really gutted, after a brilliant first experience I was really looking forward to this monthly treat. It is has now turned into a nightmare. Please avoid this place and DO NOT sign up for the membership - you will be disappointed and out of pocket.

Never book this salon!
I was travelling to Aberdeen and booked in with this salon for a spray tan at 0935hrs on Friday morning for an event early Saturday.
I received this email 10 minutes before my appointment time:

Hi Elaine,

I hope this email finds you well. We tried to give you a call but unfortunately, the number does not seem to be valid, unfortunately, our Uglow is unavailable; therefore, we are unable to carry out your tan today however if we can get you in for a patch test we can look to getting you booked in for our other spray tan, tan truth tomorrow. this is a natural tan; however, the difference is that it doesn't apply transparently and takes about 4 - 6 hours to full develop, but a patch test is required.

I do apologise for any inconvenience this may cause.

Kind Regards,

Debbie

Front of house- Union Square
w: www.p
n: 03302321888
PURE Spa & Beauty is a limited company registered in Scotland (SC225060)
Join Club PURE

Firstly, there was absolutely no issue with my mobile and why was the tan not checked before my appointment was confirmed? When I asked this I was advised that the therapist ‘was off yesterday’.
The offer of a patch test then a tan on Saturday was no use as my event was early Saturday.

Zero customer care! Will never book with this company again!

I had a treatment with my mum as we both had vouchers. My treatments cost more than the vouchers so I paid the £73 extra online with my bank card prior to my visit. I was actually due a £22 refund as one of the treatments was not available at the Brighton branch. But instead of giving me my refund, they took a further £148 out of my account! Luckily, I noticed this when I got back to my car as they refuse to give you a contact number for the spa itself so you have no way of contacting them especially as they never answer their customer service/head office number. When I got back to the spa to question it and ask why money had been taken out of my account without my permission (not only that but without them even taking my card!) I was told 'sorry for the inconvenience' and that they would contact the finance department and I should get my money back in 3-5 working days! I was left, 9 months pregnant, with no money left in my account to even pay for the car park. I received an email later on that day confirming I would get the money (that they stole!) back in my account in 3-5 working days but I was given no compensation or sorry gesture for what had happened. I have previously worked in a spa as a receptionist and if this had happened to a customer, the company I worked for would be putting the money back in the account instantaneously and I would sort out a free treatment or product for them to apologise. I would never let that customer leave without making sure they were ok. I was offered nothing other than 'sorry for the inconvenience' as if I was at a restaurant and they forgot my side of potatoes or my chips came cold etc. Absolutely no care for their clients at all. Not only this, my mum had a manicure to the value of £48 and it started peeling off less than 4 days later. Please spend your money elsewhere.

Previously a wonderful spa experience- currently a series of cancellations and multiple emails and calls to get refunds, rescheduled appointments etc. I think PureSpa management need to look at their processes..,

Wife bought a voucher for our local spa, before getting to use it they closed the spa (they emailed on the day it was closing). The nearest spa is 90 miles away, and the two spas thay Pure said you could use the voucher at knew nothing about it (one was in someone's house...). Calls to their helpline go unanswered, and only had one (entirely unhelpful copy paste) response to an email in 6 months. No accountability, no customer service, no ethics. It pains me to give them even 1 star.

.I am writing to express my disappointment regarding my appointment today for the PURE Deluxe Facial + LED Light Therapy – 60-minute treatment.
Unfortunately, the LED light machine was out of service, which meant I did not receive the full treatment I had paid for. Additionally, I noticed that the total duration of my session was only 40 minutes, despite the advertised length being 60 minutes.
I understand that technical issues can happen, but I believe it is only fair to be informed in advance and offered an alternative or partial refund when part of the service cannot be delivered. I paid for the full experience, and I feel that today’s appointment did not meet expectations.
I would appreciate it if you could look into this matter and let me know how it can be resolved.

Terrible experience from start to finish. There were 2 of us who went as a birthday treat and we both left feeling deflated! There was a lack of professionalism and the massage was the worst we have ever had. We weren’t given privacy to get undressed and then dressed, the massage was more of a rub down and did not cover the whole back. There were no consultation forms filled in before the massage. I reported our experience to both the spa and the owner and the communication has been appalling. Do not waste your money, would not recommend to anyone! The spa does not match the service of the hotel even though they are separate establishments. It gives the hotel a bad name! So disappointed and would never return. Have contacted them at least 6 times and they have ignored nearly every email. Worst spa experience ever!!

Absolutely painful to book from. No one answers the phone, emails back and forth, everything’s an up sell.

Do not use.