Complaints

This profile includes complaints for Pura's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Pura

  2100 W Pleasant Grove Blvd Ste 600 Pleasant Grove, UT 84062-3323

• 

  Pura

  729 N 1500 W Orem, UT 84057-2810

• 

  Pura

  815 W 1250 S Orem, UT 84058-5986

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a Pura with the wrong address, immediately called and asked to change the address, they said no and I would be charged. (Terrible customer service) then I gave them the correct address. A month later got notified that a shipment was sent to the wrong address again! And I was charged again! Called the business and again they said it was already shipped and they cant intercept it! Even though it was their fault they didnt update the address

  Business Response

  Date: 06/13/2025

  Hi ******,
  Thank you for your patience. Your situation was escalated to me, and I took some time to personally review everything. I completely understand the frustration youve experienced, and Im truly sorry for the inconvenience this has caused.
  As a resolution, Ive gone ahead and issued a full refund back to your original form of payment. You should see it reflected in your account within 35 business days.
  
  If theres anything else you need or if you have further questions, please dont hesitate to reach out. Again, Im sorry for this experience, and I truly hope we can earn back your trust in the future.

• Initial Complaint

  Date:05/30/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order May 22, 2025 for $363.57 of all Pura diffusers, nothing else. I received 24 pura mini plug in devices. I called to let them know of the error, they asked me to take a photo of the plug in devices, box them up, bring them to UPS and pay for the return. I took the photos and emailed them immediately and asked for shipping labels. Considering the error is 100% on their side, I would assume they would pay for the shipping since I now have to also bring them to UPS. I got zero response. So, I called customer service the next day, got disconnected four times and then spoke with someone who said my correct order would be shipped and I would receive a shipping notification. I have received nothing. No email, shipping information, shipping label...nothing. So I am left with paying nearly $400.00 with zero to show for it. I am filing a complaint with my credit card, asked for my money back and I have still not heard anything. This is one of the worst examples of customer service I have encountered. Buyer beware!

  Business Response

  Date: 06/02/2025

  Hi ****,
  
  Thank you for reaching out, and I’m truly sorry for the experience you’ve had. We definitely want to make sure you’re receiving the correct order, and I understand how frustrating this situation has been — especially with the back and forth.
  
  I reviewed your recent ticket, and per your request from your email on May 30th, we’ll be more than happy to process the refund. That refund has now been submitted, and you should see the funds returned to your account within 3–5 business days.
  
  If you have any additional questions or concerns, please don’t hesitate to reach out — we’re more than happy to help.

  Customer Answer

  Date: 06/04/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the Pura diffuser with a description but it had the wrong address. I immediately notified the business to change the address or cancel the order, and they wouldn’t do it. Low integrity from the business as they forced me to deliver it to the wrong address. They have repeatedly refused to cancel the subscription without a $50 fee. They are practicing deceptive and unfair business practice. I will file a complaint with their state AG next if this is not resolved.

• Initial Complaint

  Date:01/09/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Charged for additional item

  Business Response

  Date: 01/10/2025

  Hello ******,
  
  Thank you for bringing this to our attention. We sincerely apologize for the frustration caused by the additional item on your order.
  
  After reviewing your concern, it appears the unwanted item was added to your order during the checkout process, where we offer an optional discounted add-on. We understand how this might have been unexpected and are truly sorry for any inconvenience this caused.
  
  When you reached out to us, we refunded you for the Pura Car set as a courtesy and let you know you could keep it or gift it to a loved one—no return necessary. Unfortunately, we weren’t able to cancel or remove the item initially as it had already been processed by our warehouse by the time you contacted us.
  
  We appreciate your understanding and hope this resolution demonstrates our commitment to ensuring a positive experience for our customers. If there’s anything further we can assist you with, please don’t hesitate to reach out to us at [email protected].
  
  Thank you again for your feedback, and we hope to make future interactions with Pura smoother and more enjoyable.

  Customer Answer

  Date: 01/11/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Pura responded right away to my complaint and resolved the issue by refunding me for the item that was charged to me.  Very pleased with their quick response and I would like to continue using their service as a result.  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:11/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shipping out products that were not ordered by me.Was charged on my bank account and company is wanting me to return item when it arrives on my time and money. I do t even know if it will ever arrive because I did not order it.

  Business Response

  Date: 11/13/2024

  Hi *****,
  Thank you for reaching out! I can see that were actively working with you on this subscription order, and Im here to help. It looks like the subscription date change didn't go through in time to prevent the order from processing, which I understand can be frustrating.
  
  Were happy to provide a full refund for this order once the items are returned. Please let us know how we can assist in making the return as smooth as possible for you. Im here to help with any questions or steps you need along the way.
  
  Warm regards,

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have cancelled my subscription but they continue billing me every month.

  Business Response

  Date: 06/18/2024

  Hello Iquawe,
  
  Thank you for reaching out and sharing your concern about the continued billing.
  
  Upon reviewing your account, we discovered that you had two separate subscriptions under different email addresses: **************** and ***************** It appears that while the subscription under **************** was canceled, the subscription under **************** remained active, leading to the continued charges.
  
  We have now canceled the subscription under **************** to prevent any further billing.
  
  We apologize for any confusion and inconvenience this may have caused. If you have any further questions or need additional assistance, please do not hesitate to contact our support team at ********************************.
  
  Thank you for your understanding.
  
  

• Initial Complaint

  Date:06/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed my first order at the end of May 2024. The order was shipped and received. A week later I received the two refills that were supposed to come 4 weeks later and was charged tho I never received any shipping confirmation or order info. I had no idea it was coming then a week later I received yet another refill of the exact same two fragrances and charged again. No order info and again no notice it was even coming. At this point I would like to cancel this subscription and I would like a refund for one of the refills since I was only obligated to try for 30 days which has now elapsed. I tried to contact the company only to find they only have one way to communicate and that is through email. No phone and no chat that is actually live chat. I have received several responses that offered no resolution only the run around like so many others. This company is not reputable and is not meeting their promises to customers. At this point I would like a refund of the one extra refill and to cancel this subscription before I am charged yet again for things I did not order. Thank you.

  Business Response

  Date: 06/17/2024

  Hello ******,
  
  Thank you for reaching out and sharing your experience with us. We apologize for any inconvenience caused by the subscription and shipment issues you've encountered.
  
  It appears that your subscription order was edited after the initial processing had already begun. Changes to your subscription need to be made before the ship date and time reflected under the Deliveries tab and Subscriptions tab on the app. This ensures that any modifications are applied before the order is processed and shipped.
  
  Regarding the multiple charges and shipments, we acknowledge the error and understand your frustration. As part of our free device promotion, you received a free device in exchange for two fragrances a month for six months. Since you are within the first 30 days of your contract, you have the option to cancel your subscriptions and return the device. If you choose to cancel and do not return the device, a charge of $49.99 will be applied.
  
  To address your specific concerns:
  
  Refund: We are more than happy to have you return any of these orders and we will refund you for whatever we receive back.
  Subscription Cancellation: You can cancel your subscription by opening the Deliveries tab in the Pura app, selecting Subscriptions, tapping the three dots, and choosing Unsubscribe from all. This will ensure no further charges are applied.
  Customer Support: While we currently offer support primarily through email, we are committed to assisting you and resolving any issues. Please contact our support team at ******************************** for further help.
  We understand your frustration and appreciate your patience as we work to resolve this matter. If you have any additional questions or need further assistance, please do not hesitate to reach out.
  
  Thank you for your understanding.

• Initial Complaint

  Date:05/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recieved a diffuser that leaked all over my countertop and caused damage. I let the company know and that I would like to cancel my subscription. Company has continued to bill me and there was no option to cancel subscription through app. Company is requiring diffuser to be sent to them. This would not be possible as it was a health hazard and leaking everywhere. I could not mail this diffuser back without risking my health. I cannot get into contact with them. Asking for refund of April and to not be liable for the original shipment charge since faulty product.

  Business Response

  Date: 05/28/2024

  Dear *****,
  
  Thank you for reaching out with your concerns. We understand the issues you have experienced with the leaking diffuser and the damage it caused. However, it is crucial to note that our process for handling such situations involves the return of the damaged product or photographic evidence to support the claim. Without the return of the device or proof of the defect, we are limited in our ability to verify the issue and take corrective action.
  
  We acknowledge your attempt to cancel the subscription and understand your concerns about billing. However, the promotional offer you accepted included a free diffuser contingent upon maintaining a subscription for a minimum period. Since the terms were not fulfilled and the product was discarded without providing evidence of the defect, we are unable to waive the fee associated with the device.
  
  Our records indicate that we have made several attempts to resolve this issue amicably, including requests for information that would allow us to properly address your claim. We regret that you have decided to dispose of the device, which complicates our ability to verify and rectify the situation.
  
  We encourage you to contact our customer service team if you have any additional information that could assist in resolving this matter. We are committed to providing our customers with quality products and services and are here to help in any way we can.
  
  Thank you for your understanding and cooperation.
  
  Best regards,

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21762001
  
  I am rejecting this response because:

  I have replied to all outreach attempts from Pura and included information on the defective device. Asking someone to risk chemical ***** to take a photo or mail back a device is ridiculous. I understand the terms if I were to have a working device, a defective device should not comply to the same terms. **************** has continued to ignore my replies to outreach and has made no attempts to answer my recent outreach.    
  

  Sincerely,

  *****************************

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21762001
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/14/2024

  Dear **********************,
  
  Thank you for reaching out and providing detailed feedback regarding your experience with our diffuser and subscription service. We sincerely apologize for the inconvenience and frustration caused by the faulty product and subsequent billing issues.
  
  We have reviewed your account and would like to address the following points:
  
  Refunds: We have processed refunds for two out of the three orders. Unfortunately, the refund for the last order cannot be processed at this time due to an open chargeback dispute. The funds are currently frozen until the dispute is resolved by the bank.
  
  Subscription Cancellation: We apologize for the difficulties you faced in canceling your subscription. Our team has now canceled your subscription to ensure no further charges will be applied.
  
  Defective Product: We understand that you disposed of the faulty diffuser due to it being a health hazard. While we typically require the return of defective products for quality control purposes, your safety and well-being are our top priority. As such, we have noted this in your account.
  
  Promotional Commitment: As a courtesy, we have waived the charge for the diffuser that would have typically been applied due to the early termination of your six-month promotional commitment. We hope this gesture shows our commitment to resolving your concerns and providing a satisfactory experience.
  
  We appreciate your patience and understanding as we work through the chargeback process. If you have any further questions or need additional assistance, please do not hesitate to contact us at ***********************************.
  
  Thank you for your understanding, and we apologize again for any inconvenience this may have caused.
  
  Thank you,

  Customer Answer

  Date: 06/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PURA home fragrance (Pura.com) Continues to send me product and charge me every month even after I cancelled my subscription Months ago! I liked this company and was just trying to stop buildup. I planned to keep being a customer-but this feels really shady. I cant resolve it because when I go to my account it says no subscriptions-but I sure do keep getting charged every month!

  Business Response

  Date: 05/10/2024

  Hello *****,

   

  Thank you for bringing this issue to our attention. We have carefully reviewed your account associated with ***************** and can confirm that there is indeed an active subscription. We understand the frustration this may have caused if there was any confusion regarding the status of your subscription.
  
  At Pura, it is the responsibility of the subscriber to cancel their subscription through their account dashboard, where they can directly manage and oversee subscription settings. We strive to make this process as clear and accessible as possible and regret any misunderstanding.
  
  I will gladly cancel your subscription for you but please be aware that you have always been able to contact us directly at ********************************* Our customer support team is here to help ensure your experience is smooth and satisfactory.
  
  We are committed to providing the best possible service and support to our customers, and your feedback is invaluable in helping us improve. Thank you for your understanding.

   

  Take care,

• Initial Complaint

  Date:04/21/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to council my subscription but Pura want let me. They keep sending me product. I want out of the program.

  Business Response

  Date: 04/22/2024

  Hello ******,

   

  Thank you for reaching out about your subscription. We understand your concerns about wanting to cancel and the frustrations that can arise if the process seems unclear.
  
  According to our records, your subscription was successfully canceled on 4/21/24. No further shipments will be sent from that date forward. If there are any orders you need to return for a refund, you can contact us via email, chat, or phone.
  
  If there's anything else you need help with, or if there are any other concerns you'd like to address, please don't hesitate to contact us at ********************************* We're here to ensure your experience is as smooth as possible.
  
  Thank you for your patience and understanding.
  
  Best regards,