PURE Spa UK Avis 

I sent this to both Virgin and Pure Spa...I WISH I could share the pictures - absolute DIRE experience

I am writing to formally express my disappointment and frustration regarding a spa experience purchased through Virgin Experience Days for £200. This was a thoughtful gift from my 17-year-old daughter, who spent her own hard-earned money to treat me to what was advertised as a luxurious and relaxing experience. Unfortunately, what we received was a far cry from that and left us both feeling embarrassed and disappointed.
To provide a full picture, here are the significant issues we encountered:

No Basic Amenities:

We were each given only one towel, which was entirely inadequate for covering ourselves after using the pool. Being left in wet swimsuits without robes or additional towels was both unhygienic and uncomfortable. For reference, I am a size 10, and my daughter is a size 6, yet the towels provided barely covered us.
No robes or slippers were offered—an essential part of any spa experience and certainly expected at this price point, irrespective of your ethical and environmental values regarding the use of robes and slippers.
Run-Down Facilities:

The lockers were largely unusable. Only one locker had a key, while the rest were missing locks, leaving holes where they should have been. This made securing our belongings nearly impossible.
The rain shower didn’t work at all, and the pool was unheated and unpleasant to use.
Lack of Toiletries:

There were no basic products like shampoo, conditioner, or shower gel in the showers. This is a standard expectation in any spa and should have been provided.
Substandard Relaxation Space:

The so-called "relaxation area" was furnished with outdoor furniture that was mismatched, uncomfortable, and completely out of place for a luxury spa. It felt more like a garden centre than a tranquil escape.
Shared Facilities Predominantly Used by Men:

The pool and surrounding facilities were shared with gym members and were predominantly used by men during our visit. This made the environment feel even less welcoming or appropriate for what was advertised as a relaxing spa experience.
Given the above, this experience did not resemble the luxury spa day advertised or justify the £200 cost. I am frankly appalled that Virgin Experience Days would promote such a venue and allow customers to spend significant money on something so poorly maintained and inadequate.

This experience was not only disappointing but also embarrassing for my daughter, who wanted to give me a special day. Instead, it turned into a farce.

I am requesting a full refund for this experience and a formal acknowledgment of these issues. If Virgin Experience Days wish to maintain their reputation as a provider of quality gifts, I trust that you will investigate this matter seriously and take swift action.

Please respond within 14 days. I can be reached at [your email address] or on [your phone number]. Should this matter not be resolved satisfactorily, I will not hesitate to escalate my complaint to Trading Standards or share my experience publicly on social media and review platforms.

I booked a deep tissue massage at Lothian Road Spa as a treat. Two hours before the appointment they emailed to say they had no therapist available for that but could offer a Swedish massage instead. I replied to the email accepting this.

20 minutes before my appointment I arrived to a locked door, no sign of anyone inside so I waited. Around 5 minutes later someone came through to the desk, replied to my email while completely ignoring the fact I was standing outside in the freezing cold.

Another 10 minutes passed and at my appointment time someone else came and opened the door, asked if I had an appointment and told me to take a seat. Again I was left waiting with no apology or explanation, all I could hear was them speaking through the back. While I was waiting I noticed how dirty the reception was, the floors and surfaces looked like they hadn’t been cleaned for weeks. I felt really uncomfortable and chose to leave when the girl eventually came back through.

I called customer services to ask for a refund who passed my number on to the manager of the spa. When she called she was rude and called me a liar saying I hadn’t waited that long and the place was cleaned everyday. She also refused to give me a refund as I chose to leave.

I have the regional managers email address as I was on the waitlist for another location that day so emailed her and have been ignored!

Been to several Pure Spa locations previously, including Lothian Road but will never go back again.

I was rescheduled and then cancelled on the day. It was right before my honeymoon. I was told I will receive my deposit back. To be safe I've opened a dispute with my bank regarding the deposit payment. I've received a temporary refund from my bank until they hear from Pure Spa. It's November and the business totally ignored my bank therefore I was re- charged the deposit amount again.
Customer service line isn't actually the customer service but some random people employed on different positions in local spas. I spoke on the phone with a beauty therapist from Edinburgh who wasn't able to help me or to formally confirm she's received my complaint. I haven't received any response from Union Square Pure Spa either and nothing from the customer service email. I will be taking it to Obudsman Scotland as this is a plain and simple theft that no one is held responsible for. Please do not book appointments with this place as in case you will be cancelled you may not get deposit back. £50 is a lot to be taken away from me when I wasn't at fault at all. I have records of all emails, voicemails and calls exchanged and I will get to the bottom of it. It's unfortunate that I have to write everywhere about your poor practice to get you involved in solving my issue quicker.

I had a horrendous experience and it was my first with Pure spa. I booked a hyperbaric oxygen therapy session at the spa in Brighton (Hilton Hotel). I showed up on time, filled out the paperwork, the girl who was at reception was very friendly so no complaints about her. She showed me how it worked before I got in (I must say, the room it was in was dark and dingy and the pillow inside had seen better days and could do with a wash!). She then discovered that it was broken, a whole pole keeping it up had come off and she couldn’t get it in.
She apologised and offered a refund or to reschedule. I opted for the refund - to be honest it made me feel very uneasy seeing the chamber broken like that. And it was unnerving knowing these chambers don’t get checked after every use. I’ll add that it was annoying how I booked the day off work so I could have a self care day for myself. Which of course didn’t end up happening.
“No problem, I’ll get my manager to do that for you today”. I left it 72 hours before I called Pure spa to say no refund had be processed yet. “No problem” said the customer service agent on the phone “I’m not authorised to process that for you but we have your card details on the system so my manager will do that”. I waited another 3 days.. still nothing. So I contacted again; to which this time the customer service agent told me I would have to email them with my request. They don’t deal with refunds over the phone!!? I told her this same number I called 3 days ago to be told a refund would be processed. She said “no, you’ll have to email us”.
So I did! An automated response said someone would respond within 24hrs. I waited a whole week and still nothing! So I called again… luckily I spoke to a lovely lady called Melissa from Glasgow who was apologetic and said she would absolutely get this sorted for me. And only then did it happen, I am grateful for her and she needs a pay rise for being the only person that cares about Pure spa’s customers.

Sadly, it’s still a 1 star. And the only stars here will go to Melissa. This should not have taken 3 phone calls and an email JUST to get my money back which I was completely entitled to in the first place. They would have happily kept it in their pockets had I not chased them. I have never, and will never use Pure Spa again. On reflection, it was a blessing in disguise for the machine to be broken that day!

From start to finish this was a headache.

We booked a spa day for two, which we couldn't buy directly but had to buy a voucher and then phone up and check when they had availability. This was quite a long process going back and forward.
This process then generated multiple emails (5 or 6) then sporadic emails asking us to review before we even attended.

We got to spa day and there were swimming lessons going on...fair enough but there was also more children in the pool than adults. Young kids (aged 5 or 6) with Pool noodles bashing about in the jacuzzi. 8 year olds in the steam room and overall not a relaxing experience.

Got to the restaurant for lunch where the guy looked at us like we had 2 heads...no record of us booked in, his manager then sitted us but still didn't believe we were booked in until I showed her the lunch confirmation email...she then wanted reference numbers etc even though I'd shown her confirmation from her colleague

Yet to have lunch or have our treatments but I'm not holding out much hope...would not book a pure spa experience again

I booked a spa day with my mum and upgraded to include a massage. The staff were super friendly and helpful and also added free parking!
The afternoon tea with the delicious selection was superb and the cakes were out of this world. The service was the main part I loved. Chatty and friendly staff! I will definitely be back.
My mums sore back is much better thanks to a swim and the steam room and jacuzzi and massage.

So having read previous reviews, my concerns regarding my purchase of an overnight spa package appear to be valid; the package I have paid in full for is unlikely to be realised. Having made several attempts to communicate with this company via phone and email with the intention of redeeming my voucher, I continue to be ignored or given what seems to be false promises by 'customer services'. It is interesting to note that negative reviews on this site prompt a somewhat generic response from Pure spa; perhaps time should also be taken to provide a positive customer service to those hardworking people whom have bought vouchers or paid for services in good faith. I wonder if the affiliated hotels whom provide the venue for such day/overnight spa packages are aware of Pure spa's working practices which do not build consumer confidence nor does it reflect well on both Pure spa or the hotels' reputation. Very disappointed.

I booked and paid for 2 manicures. My friend opted out of hers, we were offered a refund but the young girl manicurist was alone that afternoon and not trained to do refunds. Still waiting despite an email, three phone calls and a visit to the spa. Rubbish customer service. Won't be going back.

UPDATE Nov 7th....Despite this response which has taken many days to be posted I am STILL waiting for my £25 refund. Absolutely atrocious customer service. Be warned - avoid this place...myself and my friends in Brighton certainly will!

WARNING: DO NOT BUY GIFT EXPERIENCES FROM THEM - THEY ARE NOT AS ADVERISED AND THEY REFUSE TO REFUND
Review of PURE Spa & Beauty (Brighton)
Pending review
Didn't actually go. Purchased a voucher as a gift for someone for "
Brighton Spa & i360 Experience (For 2)". Not only did they take DOUBLE the cost off my card they then sent me two vouchers that are just money towards treatments at the site - NOT the experience as advertised on their website. I told them and they have REFUSED to refund me, even though under distance selling laws I am entitled to send them back within 15 days and what they sent me was NOT what was advertised on their website OR in the email confirming the order. This place must be ABSOLUTELY DESPERATE if they are going to risk breaking the law to take people's money in this way. What a sad, sad state they must be in if they have to behave this way. I am going to persue them through the courts if needs be to try and get my money back and safe to say I will never go there to try the spa. Mostly I want to warn people - do not try and buy gift vochers from here. They keep stalling, not replying etc as I think they are hoping to run down the clock on the 15 days.

UPDATE: they offered to refund me if I withdrew any reviews I had written about this issue. I don't do that. They did eventually refund me but it was a huge amount of effort.

Absolutely appalling customer service.
On 18th Sept by mistake I booked a treatment at Lothian Road spa Edinburgh. I was charged for it. I tried to cancel online it was impossible. Meanwhile I booked it where I wanted, Newhaven. I was charged again. On the 19th Sept I called 0330 232 1888 and they cancel Lothian Road appointment. No reimbursement. Since then I called them 3 times and sent 4 emails. Not a single reply! I will be taking the matter forward with the ombudsmen.

The oxygen therapy was great. I noticed a positive difference already after the first session.

Bought a voucher so it hasn't been used yet!

The massage was brilliant. Natalie is wonderful. However, it was my birthday and the afternoon tea we had booked and paid for hadn't been booked. The restaurant staff were so kind and let us have it anyway, but it could have ruined my birthday.

Great massage.
My sister in law and I really enjoyed our massage. The foot scrub was a bonus.
Unfortunately the bar didn’t seem to have any record of the afternoon tea booking, which was part of our package. By the time they sorted it out we’re didn’t have time to eat most of it, so had to take it away in a box.

Lovely friendly salon and first class service! Very attentive and worth every penny!

Very welcoming and amazing staff. Definitely worth your money and perfect ambiance all through out your treatment

Great group of girls ,I had a hot stones massage with Chloe and manicure and gel nails with Claire, very friendly staff including receptionist, first class service 😀 it's margaret that's written review and not John

I’m a member at pure spa at David Lloyd Renfrew, can’t rate them enough. I had a recent beauty treatment with Chloe, service first class as always, staff could not be kinder or more friendly. Top class spa and first class service every time. Thankyou Chloe 🥰

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!