PURE Spa & Beauty (Rose Street) 134 Rose Street, Edinburgh EH2 3JD

"Waited over an hour for my pedicure appointment to start and then didn't receive the full service I paid for. I booked and paid for the Tranquil service but received the Essential one. After waiting an hour, the pedicure was absolutely not worth my time or money. The water in the tub was almost at room temperature when it started and was cold by the end. They had no quick dry products or fans meaning I had to wait with my feet out in a cold room for the polish to dry during winter in Scotland. The lady told me it'd be dry after 10/15 minutes which I knew wasn't true, but she waited around as if I was taking too long so I put my shoes on and left. Obviously the polish was smudged by the time I got home. I was in touch with the manager after she read my online feedback as nobody in the spa seemed to be bothered by me waiting over an hour. I also asked the lady if I received the Tranquil service before I left and she said I did... I wasn't even asking for the full refund (literally just a £10 difference) but apparently being refunded for services I didn't receive is still too much to ask for as I didn't hear from her when she said she would call, followed up and was told she was out of office and would get back to me the next day, but never heard from her again. I thought I could get in touch with the customer service email on their website, but still nothing. My appointment was almost 2 weeks ago so they've probably figured if they leave it long enough, I'll stop bothering them. By far the worst customer experience I have received."

"I received a facial from Sally and can honestly say it's one of the best I've ever had. Everyone at the spa is so friendly and welcoming. Sally was so accommodating and managed to fit me in last minute. When I arrived she made me feel at ease straight away. The facial was amazing, I felt so relaxed and pampered and my skin feels great after it! Will definitely be back to visit Sally :)"

"Staff are really welcoming, friendly and cater to all your needs. I had a facial which included a salt scrub, face mask, various serums and a brief but relaxing head massage. The facilities are good with private rooms for your treatment to take part in. Overall it was an excellent experience and I recommend to anyone wanting some skin care."

"What a very relaxed atmosphere and had such a lovely full body massage that did not disappoint. I felt so relaxed and distressed by the time i left. I will definitely be back for more treatment. Thank you"