Hiba C.
order not delivered
I placed an order with pire spa direct over two months ago and have yet to receive my items. Despite multiple attempts to contact their customer service, I’ve received nothing but vague excuses and empty promises. Not only was my order never delivered, but they have also refused to issue a refund. This level of negligence and lack of accountability is completely unacceptable. I would strongly advise anyone considering doing business with this company to think twice. Save yourself the frustration and shop elsewhere. A company that takes your money and provides neither the product nor a refund should not be trusted.
Response from Pure Spa Direct - New YorkOct 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