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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.
