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I booked a spa deluxe package intending to go with my daughter on her birthday. At very short notice my booking was cancelled and I was asked if I wanted a refund or another date. Obviously the plan was to be with my daughter on her special day. And she discovered that the Cheadle branch is closing down and is fully booked until closure! I requested a refund and was told that they would pass my request to customer service. Having heard nothing, I emailed- no response. So I emailed customer service again yesterday and still had no response. I think this is appalling.

Excellent customer service booking treatments. Absolutely wonderful massage with Nayab.

Asked questions received answers. Smooth and helpful customer experience.

The worst and most disappointing massage I have ever experienced. From the booking process to walking out the door – a complete let down.
On arrival, it is a feat in itself to find the spa, as they are located in a basement of a hotel, with no signs to direct you. Having finally found them, I had arrived earlier than my appointment to make use of the facilities, which were included in my Virgin experience voucher – sauna/showers and relaxation lounge. Was apparently checked in and went to use sauna etc. Showers are located at one end of long corridor , with changing rooms at the other , so hardly practical when having to walk past other people. And they do not supply robes or slippers. The spa is dark, dingy with lots of small claustrophobic rooms/areas within it. Very depressing. Poorly lit area where the instant coffee/tea is so can’t see what your doing, and dispenser you use for water for your coffee , had tepid water in it – so pretty rank tea/coffee as a result.
Having waited way beyond my appointment time in the relaxation lounge, I went up to the main front desk, to find out what was happening – to be informed she could not find my booking , and then to find out that it was actually booked in with a different therapist, to the one that I had actually specifically booked in with some weeks back ( I had read previous reviews, and on purpose, booked myself in with the therapist who was being named as good). Then also told that the person doing it was running late and would be with me soon. So no one had been bothered to come and tell me that – just left me there. Again waited even longer in lounge area. Finally, the therapist comes in and says she understands there was a problem with the booking – did I want to rearrange for another day. So I am told this nearly 2 hours after having first arrived !!! I had spent £35 in travel costs, would be doing a 60 mile round trip to get there, and taken a day off work. So hardly practical for me to then rearrange!!!!!
I had specifically asked for a medium intensity , relaxing massage in my client form, as well as stating that to the therapist – Lizzie (Elizabeth ) on the way in.
From here on, things just got worse. Therapists hands were cold when she first started, so much so that I flinched. There was no towel for your face, which meant that hurt, and the oil used for the massage was cold. Then proceeded a “massage”!!!!! that involved either just gliding up and down my back with no actual massaging, and then just deep,constant pushing down/digging into my back as if into pressure points up and down my back – which was so hard that my body was automatically wincing and flinching with the pain. And then there was the really hard pummelling/pounding up and down my back, like chop sticks that was so painful. There was no actual massaging movements involved in ANY of this – just digging in and pounding. If this was medium intensity – what on earth is strong like!!!!! I had asked for it to be relaxing – yet I felt like and was being assaulted and tortured. At this point I asked if it was possible, for her not to do the digging and pushing in to my body, and to just to do a gentle massage with circular movements to it – more of an actual massage. To which her response was “I don’t understand what you mean”!!!!!!! Again just gliding up and down with cold oily hands, and no gentle massaging going on. Also never had a massage that just involved doing one side of you. Was never asked to turn over, so that you were face up, so that both sides were done – bizarre. Given that they were late starting ( and being told I would get my full treatment time) – I did NOT get my full 60 minutes – but then again I don’t think I could have endured any more.
Was so so disappointed – a £90 voucher (which I had been saving up for a long time to use), completely wasted. I had been so looking forward to this, as it has been a really tough time for me recently, and this was supposed to be a treat. Absolutely awful experience – maybe they don’t care about people who have vouchers to use. Would never recommend this place or therapist to anyone .
They then also have the audacity with in a minute of me stepping foot out of the door to send me a text and email, asking for a review (all fool them!), as well as a tip for the therapist – maybe she could get tips on actual massaging, as opposed to those of a monetary value!!!
Also has a ridiculous central booking telephone number based in Scotland for all their branches, and when I did get an actual landline number for the Brighton spa, they never answered the phone, not replied to messages left.
By the way, I am not one to just leave negative reviews – as in fact just that morning I had left a positive review on someone’s company site where they had given absolutely outstanding customer service.

Wish I had read these reviews before i purchased anything. Anyways, ordered the Mother's Day spa day for 1, for my mum. 1 hour in spa to relax then a foot ritual, then a back massage and facial, followed by eyebrow shape
Sounds lovely, but nope, my mum got take straight in for her back massage then straight to facial. My mum kept asking what's next to the women and she said that's it. My poor mum got promised all this and didn't get any of it. I called salon, no reply and emailed several times and no reply. Yet prio me booking you replied instantly. This is false advertising, u slapped a label on your bog standard treatments to jazz it for Mother's days , letting my mum down and new potential customers after this. U replied on my Google maps review. But I want some sort of refund for this, and the fact I'm getting ignored constantly shows me you have no integrity as a company. Your salon is in the middle of town, with high rent charges no doubt. Unfortunately you won't be able to pay them with no customer's. Or is this how u make the rent?fobbing off treatments as packages, then ignore people when u don't fulfill them. Very gross doing that to people when they want to treat their mums on their special day

I booked appointment with Lothian Road, Edinburgh this was then moved to Rose Street , Edinburgh as told Lothian Road no longer did manicures! (Although it let me book online). Turned up for my appointment, another customer waiting since 15 mins before me. No lights on, no one turned up and no contact made to me. Called main number, eventually gettting someone very patronising on call who just said sorry! Do you want to make another appointment! Very bad service, Pure spa has gone down hill rapidly, will not be returning.

Gift card still not arrived - over a week since I ordered it and it should have arrived for Mother's Day. Still not proper response from the company.

I had a terrible facial in pure spa on Lothian road in Edinburgh. The place was dirty, the staff did not assess my skin the communication was terrible, my hair was coated in oil. I complained to the manager and she offered me a refund, however this company have been unable to process this and are now claiming it's impossible to get a refund. Please avoid them , their treatment and customer service is appalling

Edited to reply - please don't believe the lovely response below. They have not reached out or tried to find a solution or organised a refund. They have just left a nice reply one to make themselves look reasonable. Avoid this company at all costs and don't be fooled by their reply

Had a great Swedish massage with Carmen, she did a thorough consultation and really understood what was needed. The only reason it isn’t a 5 is it would have been nice to be able to have the treatment with my partner at the same time, and the use of the wet facilities is a bit disjointed.

Pleasant customer service at Reception. Massage had no pressure and i wasn't asked what level of pressure I would like (Swedish massage). Essentially stroked for an hour.

Received an email from this company saying "she's pregnant".

Please do not send out such emails. It can cause dsitress and makes it clear you have no idea what you are talking about!

I had the Swedish massage on my entire body, including my glutes, aka bum, lol i never knew until the lovely Leah C asked if i would like that included, by god have i been missing out, as it helped alot with menstrual pain i visited the spa at Hamilton, Leah C done my treatment she was lovely, calm and informative and the heated bed and relaxing sounds,was just wonderful, one tiny thing is you can hear others as the walls don't completely close off each treatment room , but all in all great day for me at the Spa

I had a lovely time getting my eyebrows done. Pam was very helpful and professional. She shaped my eyebrows well to match my face and got them symmetrical. Highly recommend her.

I also a full body scrub with Shivani which was relaxing. My skin felt so smooth after the treatment. Highly recommend!

Atrocious from the booking to confirmation to their cancellation at short notice to the extremely poor & lacking communication/down right lies regarding ‘not being able to contract you by phone’ after they cancelled bookings less than 24 hrs before stay - come on!!! This is the 21st century - I can see my calls history!!!
Big mistake booking with this company who Peebles hydro employ. Needless to say never did get the spa treatments we paid for and right up until the day of check out had to chase up to see if the bookings would be honoured if extra staff could be enticed to work. Impossible to leave voicemails (mail box full), 3 emails sent to customer services and zero response. The hotel kindly reimbursed us so no prolonged wait for refund thankfully. Really just don’t bother with Pure Spa & beauty - it’s pure hell and put a huge downer on a special celebration.

Kelly at the Renfrew branch does an amazing job everytume. She is a truly valuable asset to the company.

I haven’t received the gift card I ordered, nor have I received the e-voucher I accepted as a compromise.
I’m a frequent customer, so this calls my future custom into doubt.

Wonderful package of treatments. Full body and Indian head massage and facial. Lovely therapist. Relaxing environment. Will definitely go back

I used your service at Canary Wharf branch on 2 December 2024. I am very disappointed with the service.

Firstly, I was surprised that the place did not look very clean. There were some used flip-flops and towels on the floor under the massage bed. Some other items in various places. The room did not look to be properly prepared.
Secondly, during the massage my body was not covered neither with towel nor robe. I was not given any towel afterwards.
Thirdly, I booked 60 minutes deep tissue massage. After 40 mins I was told that it is finished and that I could dress-up, what I started to do. But then the lady returned and said that still 20 min are remaining and the massage will be continued… quite disappointing and not very professional experience.
I also wrote a complain after the service - no reply so far

Terrible gift purchase journey, unclear instructions, no option to add message or send to recipient and voucher wasn’t automated and took 24 hours to issue - none of this clear in purchase journey. Called CS and emailed to complain - they were rude and advised no option to cancel and refund. Hugely disappointing - advice not to use if this is their level of service I’m not pressed.

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.