PURE Spa UK Reviews 

Ordered a gift ecard

And chose not to receive any marketing messages

2 days after purchase I’ve had 6 marketing emails but I still haven’t had the ecard I actually purchased

I was given a voucher for a 40-minute Deluxe Facial at PURE Spa as a gift from my partner and was really looking forward to it. Unfortunately, my experience at the Lothian Road branch in Edinburgh was so poor that I ended up leaving without completing the treatment.

When I arrived, I waited as requested at the small reception counter before being collected by a therapist who appeared extremely rushed and harassed. I later understood why.

Having just got off a bus, I asked where I could wash my hands. I was shown to a sink at the back of the salon, where the only soap available was washing-up liquid, which didn't exactly give a great first impression for a business specialising in skincare.

I was then taken into an extremely cramped treatment room. The therapist apologised and explained that she had been moved from the more suitable room because its doors were broken. Unfortunately, the door to this room was also broken and wouldn't close properly.

I was then told that we had half an hour and would need to hurry because another client was booked immediately after me. I explained that my partner had bought me the 40-minute Deluxe Facial. The therapist seemed unaware of this and said she could only go by what had been put into the booking.

The atmosphere was anything but relaxing. There was a man and woman talking very loudly immediately outside the partially closing door, and there was no music. When I asked whether some music could be put on, the therapist explained that because of the room move there wasn't any available, but kindly offered to play some from her phone. It was awkward to say the least.

The facial had also begun without any consultation about my skin or relevant history. I had to mention that I have a sensitive T-zone, at which point the products were hurriedly explained to me, seemingly because there was so little time.

By this stage I was extremely tense - the opposite of how I had expected to feel during a supposedly deluxe facial. The therapist could tell I was uncomfortable and suggested that we stop and rebook. I agreed.

She went to find the manager, but I then discovered I couldn't actually get out of the treatment room because the broken sliding door was stuck. I had to call out for someone to let me out.

The manager was in a meeting and was unable to come and speak to me. To her credit, the therapist was kind and tried to arrange an alternative appointment for me at another PURE Spa. I subsequently contacted PURE's customer service myself, and they were helpful: they found my voucher number, which had apparently been left off this booking, and arranged another appointment.

I don't blame the therapist, who seemed to be doing her best in difficult circumstances. My issue is with the environment and organisation of this particular spa. In my experience, the premises felt poorly maintained, unsafe and lacklustre, the treatment was rushed, my 40-minute voucher had somehow become a 30-minute appointment, the booking information was incomplete, and the experience bore very little resemblance to the relaxing “Deluxe Facial” I had been given as a present.

For a treatment marketed as a relaxing gift experience, this was hugely disappointing. I left without having the facial and certainly did not experience anything I would describe as deluxe.

There’s a pure spot at Witney Lakes resort unfortunately they make it impossible to communicate. There’s no phone number they don’t bother to arrive until 10 am which is no use to me. They don’t respond to emails. I tried their booking system. It doesn’t work. Total failure communication is everything so they lost my business.

Not to be trusted. My wife purchased c. £70 of vouchers for our teenage daughter as a gift which are valid until March 2027. However, the local branches in London shut down before we were able to redeem the vouchers. We have been trying to get a refund or make alternative arrangements, and despite dozens of emails to customer care, they just give excuses followed by a wall of silence.

Booked online. No confirmation so called customer service to check i was booked in. No response all day, despite leaving a voicemail and numerous calls. Sent an email- No reply. Went for appointment and no-one was there. Email received the following day offering next day appointments! No apology or explanation received.

If we were able to share with no stars we would.
From booking the vouchers online, to no response from the enquiries team about the treatments, to the phone ringing out during working hours, then two weekends back to back our treatments and spa days have been cancelled, by email, with less than 24 hours notice, even after receiving reminder emails of our appointments hours before the cancellation emails. No follow up telephone call, even though on one of the weekends it was cancelled at 6pm and our appointments were at 11am the following day. The service has been ridiculous.
One of the treatments booked was a pregnancy massage, this was meant to be an enjoyable, relaxing experience however has caused so much stress.
Would not recommend booking with them at all.

An absolute shambles
I bought a voucher last year to my partner to use it at Hydro hotel in Peebles. We've just found out that the voucher cannot be used in this hotel because Pure Spa is no longer there. We've been offered a different location which is almost 2 hours away from our home. Because of our busy life we cannot use it because it's simply to far and I specifically wanted to use the purchased voucher in the hotel that I used the website for purchase.
We asked for a refund but no-one seems to communicate with us and what I just reading with the reviews I don't except any refund.
I will try to contact my bank and try to start a fraudulent procedure against Pure Spa because I have a feeling that they are misleading the public.
I would not recommend this company.

For purchase of an egift card there should be an option to send it directly to a recipient. This didn't seem to be an option which is not ideal. I would imagine most people buying an egift card would not be buying it for themselves

I had a booking at 10am on Sat 01 Aug. Arrived at 09:50 so myself and the SPA would be ready to begin at 10.
I was taken upstairs and invited to grab a coffee/tea. At this stage I thought, ok it’s only 5 mins.
At 10:10 (I’d been waiting 15/20mins on my own) there was no sign of anyone so I decided to go downstairs to reception and ask what the problem was. The therapist told me the individual looking after me was going to be at least 20mins late. Sickness/B.Holiday was the excuse, ( theres almost 40 therapists online so really, 2 couldn’t be there on Sat morning) I asked the therapist if she knew this when I was taken upstairs and she said she did. So at 10:20 someone rocks up as if they had just left the party. I’ve said just give me a refund and I was told to wait 3/5 days. I’ve travelled 30mins into Glasgow on the train for nothing, passing trade, zero accountability. Additionally, another young girl was listening to my plight and she’s said, I’d like to cancel mine as well please. Speaks volumes and when I met her on the street when I went out she was actually glad. I feel sorry for the girls who actually make the effort to try and pull a wage, the management need to take a good look at themselves. Don’t use this SPA, it’s a sh*t show…….

Great experience the spa team were fantastic!

Always my go to place for spa vouchers as have been myself a number of times. This time I ourchased a pregnancy massage for my daughter in law, so easy to ourchase online and email sent over with e certificate voucher.

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!!!