Pure Spa Direct - New YorkReviews of purespadirect.com

Response from Pure Spa Direct - New York· Oct 8, 2025

We're sorry to hear about your frustrating experience and truly regret the inconvenience you've faced. After reviewing your orders, we wanted to clarify what happened: For your first order, the shipment was held at customs because the required import duties weren't paid. These fees are set and collected by your local government - we don't have the ability to waive these for you. Delivery is not made until these fees are paid. For your second order, the shipping address provided was incorrect, which unfortunately prevented delivery. UPS would only allow the receiver to update the shipping address, and we provided their contact information and instructions to update the delivery address each time you reached out to us regarding the delivery issue. While these situations were beyond our control, we completely understand how disappointing this has been. Our team has already refunded both orders in full and reached out directly to confirm that everything is resolved. We always want our customers - both in the U.S. and internationally - to have a smooth experience, and we'll continue working to make that process clearer and easier going forward. Sincerely, Tara DiCintio Customer Service Manager Pure Spa Direct

Response from Pure Spa Direct - New York· Feb 6, 2019

Hi Lisa, Thank you for taking the time to provide your feedback and experience. Please rest assured that I, along with our entire team, are committed to providing consistent and exceptional customer service to our customers. As Manager of Customer Service, I cannot express enough of my regret with the situation you encountered, and we appreciate you taking the time to share your experience. Since October 2017, an updated system has been integrated to ensure these glitches will never be duplicated. I am so sorry it was your experience that brought this issue to light. On behalf of all of us here at Pure Spa Direct, please accept our sincerest apologies for your frustrating experience, and thank you again for taking the time to share your experience with us. Tara DiCintio Customer Service Manager, Pure Spa Direct

Response from Pure Spa Direct - New York· Oct 2, 2010

Pure Spa Direct specifies ON ALL 42,000 pages it is for "Professionals Only" and has a large link to give all the details of what is required to qualify. At check-out, it is mandatory to provide professional licence info -- or you can not check-out. This buyer falsified the information and Pure Spa's customer service team spent time and effort attempting to verify the false information provided by the buyer with her state board of licensure. Once it was deemed invalid, then spent time and effort contacting the buyer to see if perhaps she entered her information incorrectly. Which it was not -- she intentionally attempted to commit fraud. In addition, transaction fees are incurred both on charging a credit card and on the refund to a credit card. Pure Spa's cost involved in the buyer's fraudulent attempt to purchase Professional Only products at wholesale surely exceed the $10 fee. The web site clearly states that "We use multiple, reliable methods to verify Professionals thoroughly. If the information is ficticous or can not be verified, we will attempt to notify you immediately by email