PURE Spa UK - Union Square Reviews 15

I had a luxury pedicure, followed by a gel polish finish. I was delighted with the treatment. The girls were friendly and chatty, and I had a great experience. Unfortunately when I returned home, one nail was missing polish. When I reached out to PureSpa I received a quick response and was booked in the next day to fix the issue. Again, the next day, 2 further nails were missing polish. And again, I received a quick response to rectify the issue. Whilst it was a hassle having to go back and forth, I really appreciated their customer service and duty to make things right.

Absolutely super place. Therapists were lovely and Ali gave me one of the best massages I have had. Brunch is lovely too, lovely waitress who was welcoming and efficient

Purespa Cults, deducted money from my account for a no show for an appointment that I did not book or know about. I have sent several emails to the customer service unit and to Cults Purespa with not a single acknowledgment of my mails. I have been to the Spa and a staff there acknowledged that the deduction was an error yet nothing has been done after several weeks and no one is responding to my emails.
Kindly refund my money.

It’s a shame that it had to take a review to get a response.
I have since raised a dispute with my bank.

Update: I had meanwhile received the refund, hence I am increasing the rating of the review to 3 stars. Considering the length of time and the poor responsiveness, I can not give a better rating.

Responsiveness of customer service is close to zero.
I booked a treatment priced at just over £100 because I had a gift voucher for that amount. However, when booking online, there was no option to use the voucher as a payment method. I proceeded with the booking and paid £67 upfront using my bank card, with the remaining balance due on the day of the treatment.
When I arrived for my appointment, I presented the £100 gift voucher to the receptionist and asked whether it could be used to cover the full cost of the treatment. She confirmed that the entire voucher amount would be applied and that the £67 I had paid by card would be refunded. I asked her to reconfirm this, and twice she reassured me that the full treatment cost would be taken from the voucher and I would be reimbursed for the amount paid by card.
This refund never happened.
I have sent at least five emails over the last four weeks to customer service with no response. Calling the customer service number listed on their website (0330 232 1888) also leads nowhere—no one ever answers.
I have also noticed that most complaints on Trustpilot receive the same generic copy‑and‑paste response. I’m genuinely wondering if anyone has ever actually had their issue resolved.
Extremely poor attitude from a company operating in a market like the UK.

Husband bought me a voucher as a gift. The voucher did not arrive and he ended up chasing them up for it and could not get any response from customer services-he had to go in store to rectify this.
I then tried to book my treatment. Voucher recommended booking by phone or email. Tried calling multiple times daily over multiple days with no answer. Left voice messages, have not heard back. Emailed customer services and have yet to have a reply. My husband had to go in person again to book the appointment.
Went for a 60 minute floatation experience. It was the only spa treatment I have ever walked out of early. I was set up on the floatation bed and advised they would come and check on me. 20 minutes in and I was overheated and really uncomfortable- was unable to adjust any settings. Nobody came to check up. I tolerated it for another 10 minutes and then started to feel unwell, so got up. Could not find any staff to ask for help, place was deserted. Only person I found was the receptionist whom was already occupied. I fed back to her but got no response. Left feeling unwell and really disappointed. A kind gift made me feel worse rather than better. Have written a complaint on their feedback service and also forwarded it directly to the spa, asking for a refund. Unsurprisingly there has been radio silence since.
Avoid Pure Spa- they are a detriment to your health and your bank balance. Worst customer service I have ever experienced.
Update: 17/3/26
Have emailed purespa as per token response below and still had no reply from any of my communications other than the trust pilot response below.

I have been a customer of Pure Spa Union Square for over two to three years, and unfortunately, the negative experiences have outweighed the positive ones. Throughout this time, I consistently purchased treatment packages including the Hyperbaric Chamber, Infrared Sauna, and Laser Hair Removal, so I believe I am well‑placed to provide honest feedback on the services and overall customer experience.
Infrared sauna issues
I had used the Infrared Sauna since becoming a customer and never had any issues until late last year. This was the point at which I stopped treatments and decided to formally raise concerns about the ongoing problems I had previously overlooked.
Pure Spa changed their package system from block courses to gift cards without informing me. On one occasion, I accidentally purchased two blocks and immediately requested a refund for one. They denied it and said they don't do refunds for gift cards but I never knew I was buying gift cards in the first place. I let it go and continued with the treatments.
During one sauna session, less than 15 minutes in, I opened my eyes to find the main door wide open. I stepped out to close it, confused. Shortly after, an employee named Debbie—whom I had never met before—opened the door to the sauna room while I was semi‑nude (I had never experienced this in all the 2 years of going to the sauna treatments) She seen how uncomfortable I was...yet she opened the door even wider and continued staring. She claimed the session had ended, despite the sauna timer showing it was only halfway through. When I went to reception afterwards, Debbie's attitude was dismissive and unprofessional. therefore I asked to speak to the manager, which who I explained the situation to and she clearly wanted to defend her employee from the get-go and act like the situation was "normal" and the seriousness of the customers privacy didn't matter and that it happens all the time this was extremely disappointing.
Appointment Booking Problems
After that incident, booking appointments became a constant problem. Despite booking weekly as usual, I would arrive to find no appointment in the system. I repeatedly had to wait or rebook, wasting my time. I eventually began calling Pure Spa’s main office to confirm every appointment, only to be told that some had been booked for the following year—even those made directly with the manager. This had never happened before.
Hyperbaric Chamber Concerns
I also purchased a block of Hyperbaric Chamber sessions. Most of the staff appeared untrained and unsure how to operate the equipment. On one occasion, I sat inside the chamber for 20 minutes with the mask on, waiting for it to inflate. It normally takes 5–10 minutes. When I asked, I was told to “wait a bit longer.” After 30 minutes, nothing had happened. Only when the manager came did it finally start working. I ended up being there for nearly two hours.
In another session, I was left inside the chamber for more than 20 minutes after the session ended. It became extremely hot with very little air. After 30 minutes of waiting, I had to force the chamber open myself. When I got out, there was no one at reception—they had completely forgotten I was there. After that, I did not finish the remaining sessions out of concern for my safety.
Laser Hair Removal Issues
I also purchased a block of laser hair removal sessions. Due to personal circumstances, I had to reschedule a few appointments. It wasn’t until the third reschedule that I was suddenly told I had “lost” all remaining sessions. I asked the manager to show me the terms and conditions that stated this, and I am still waiting for that email to this day. On top of this, I experienced burns to my skin and inconsistent treatment, with areas being missed entirely. I eventually decided to complete the treatment at the Cults location instead of returning to Union Square.

Pure Spa Union Square is not a suitable place for regular clients. The lack of professionalism, poor customer service, and disregard for client wellbeing have been consistent issues. I strongly advise against purchasing block courses of any kind. My experience has steadily declined over the years, and each visit seemed to introduce a new problem.

I booked a treatment on 12 December for that morning. Paid when booked online. Pure spa Aberdeen quickly called me to say they could not honour the appointment as it had gone into an incorrect calendar ie. Supervisor one. They said i would get a refund. I am still waiting for my £82.50 and it’s now the 13th January. Absolutely shocking.

I recently purchased a gift voucher from Pure Spa on line which went missing in the post. A lovely lady at the Aberdeen branch stepped up and went beyond good customer service and hand delivered a new voucher to me.
the service I received, from contacting customers services to receiving the new voucher was excellent

SUB ZERO STARS

HORRENDOUS ‘CUSTOMER SERVICE’

I booked a lash lift. I’ve had plenty before, but with different companies. No one likes chemicals near their eyes for obvious reasons and I told the receptionist I wanted an experienced therapist because of this.

At the time of the procedure I told the therapist why she’d been designated. I also told her my eyes were prone to moving a bit under the eyelids when closed so to be extra careful. She was confident to proceed.

She got the chemicals in my eyes. I told her they were stinging quite badly and suggested we abandon the procedure and wash my eyes. She assured me it would ‘be fine’ ‘not to worry’ and carried on.

Naturally I paid on leaving having been assured by the therapist i would be fine (apparently this was a mistake according to pure spa union square - so do take note of that)

By the next morning my eyes felt extremely uncomfortable. They were hot, red, sticky. I splashed them with water, took antihistamines and hoped they’d be fine in a few days. But they weren’t.

I sought advice from a pharmacist who directed me to an optician on an urgent basis.

Pure Spa union square manager failed to call me at all, even to see how I was. Despite my asking for a callback she had a junior send me an email.

I was unable to work or do anything else, was extremely worried, anxious and distressed about whether my eyes were going to be okay and even had to seek urgent medical attention due to their negligence (so far from compensation for loss of earnings, injury and emotional distress, they WOULDN’T even REFUND ME)

The fact they want to withhold every penny despite their atrocious ‘service’ lets you know they do not care about keeping good customer relations and do not care in the slightest about their clients or their health. They’re only interested in your money, NOT you.

They said the reasons they were refusing to refund me was because:

1. I paid after the procedure was complete and before leaving the premises! (My bad. Isn’t that standard practice?)

2. That I didn’t inform them right away when my eyes were sore (they’re not medics - I sought advice from medical professionals. What were a bunch of beauty therapists going to do?!) in any case they were aware. At the time! In any case the therapist concerned was aware of the problem

3. That they question why I had the procedure done in the first place (why are they offering it?! Why do they THINK I had it done?) the same reason anyone else books it!

4. They asked for photos of my eyes, which I sent but they asked 10 DAYS POST PROCEDURE when naturally by then my eyes, although still uncomfortable, had settled down largely compared to the first week - which prevented me from going to work or doing anything else because I had to lie down and keep them shut as they were burning hot. They knew this - the same day! But stated that because they couldn’t see the symptoms (as they had largely subsided which was pointed out to them) they didn’t believe there was a problem !

5. And lastly I ‘didn’t provide the documentation requested’ ie the optician’s report and prescription. They NEVER ASKED for it.

Just excuses and deceit

They didn’t even have me sign a consent form or advise me of the risks.

THAT is the sort of people you’re dealing with.
It’s also expensive
The fact most of the reviews on here give them ONE STAR corroborates my sentiments and awful experience and other people quote a similar course of conduct by the manager.

And I have NEVER encountered a company other than them where you cannot call them. You have to phone a generic number and someone in any spa up and down Britain answers. What use is that? How can you possibly make an appointment when the other salons don’t even have access to each others diaries? They can’t even transfer your call from one salon to another. It’s bizarre and ridiculous, irritating, inconvenient and frustrating.
And the other option is for you to email them and ask them to call you.

I CANNOT EMPHASISE ENOUGH JUST HOW BAD THIS PLACE IS. Hopefully reading about my traumatic experience and how they dealt with it tells you all you need to know.

PURE lack of compassion
PURE unprofessionalism
PURE incompetence
PURE inconvenience
PURE TRAUMA

is what puts the PURE in Pure SPA

I advise for your own safety, sanity and bank balance you go elsewhere. There’s plenty of beauticians in Aberdeen to choose from.

In addition, I saw only ONE other customer during my visit. You barely ever see anyone, and their whole front of house, which is large, is full of empty nail treatment tables and no staff. I wonder why.

The reviews by staff/former staff on the Indeed job site make for VERY interesting reading. The majority have rated this company one star as an employer. You’ll see why if you take a look

The customer service at PURE Spa Union Square is consistently poor. Appointments are hard to arrange, there’s no direct contact number, and when you make an appointment through email, you either fail to receive a confirmation or they mistakenly schedule it for the wrong day...which wastes time for the actual appointment /treatment when you show up.

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.

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 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.

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.

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