PURE Spa UK Avaliações 

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.

DO NOT PURCHASE A GIFT CARD FROM THIS COMPANY!!!! It’s a scam as gift card was never received. No refund received after email sent to customer services regarding non-delivery. It is now in the hands of our bank and Mastercard.

Ivea did an amazing job with my gel pedicure. She was very kind and professional, highly recommend.

I had incidently placed an order which I appreciate is my own fault but after almost 12 e-mails with no response and maybe 50 phone calls I was lucky to speak to maybe 2 staff members.
They kindly offered to pass my details on, discuss my issues with customer services and then return my call which to date has not happened.

I have been in touch with trading standards who have advised this appears to be a common occurrence with this company.

For what is such a large company they are absolutely awful... avoid like the plague.

If I could give 0 stars I would!

Have been chasing for an appointment for 3 months. Constant cancellations. Come on ladies, you can do better than this! Or just give me a refund!

Would like to give 0 star. Was bought a voucher for my birthday - 7 July - got cancellation email the night before - emailed saying not acceptable to cancel and not offer alternative - no contact since - no answer from Head Office to phone or emails. Contacted the hotel they went to see therapist - door shut no one there - complete scam

Absolutely traumatic experience. The massage room was filthy and cold, causing me to get sick the day after. But even worse, the therapist (apparently the manager) was ON HER PHONE during the massage. She would periodically stop, touching me with a single hand, and I could hear her tap away. Eventually when I was on my back, I checked from under the towel over my eyes and clearly saw her. She then slipped the phone into her apron pocket.

Ive been to many spas and had never had such an uncomfortable and anxious experience before. Were you googleing the steps? Or messaging people about my body?

The head massage was also horrible and painful, basically just pulling my hair. Nothing relaxing whatsoever. She would take breaks and leave the room in the middle of the session and I could hear her complaining to staff on the other side of the door. (The place is really small too, not what's expected from a hotel spa)

I had purchased a membership before this but after this experience, I wanted to cancel it as I would absolutely not be going back. After 3 emails and waiting a week, (daily on their online chat feature too) someone from customer service finally responded and cancelled.

Save your time, money, dignity and avoid this place at all costs.

Excellent attentive service

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.

Booked and paid for appointment online. Arrived at Spa and there was NO ONE there. They do not answer telephone, cannot leave a voicemail, have not responded to multiple emails. Hotel staff said this is a recurring problem. TOTAL SCAM.

UPDATE:
The reply from Pure SPA is a complete lie, they made no attempt to contact, and over a week later emails are still unreplied to. Phone still doesn’t work. Further hotel staff at the venue said this is a repeated problem with therapists not showing up for appointments, they referenced a guest the previous day who had the same experience. And explained they could not get ahold of Pure SPA staff either. The company should answer phone calls, or reply to emails, at minimum. They have my phone and email and have not contacted. Absolute shame of a response to a public review. The booking system should not take bookings if appointments are not available, and it is easy to have a working phone number for appointments. They do not! Do not book with them.