Business Profile

Air Fragrances

Pura

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

154 total complaints in the last 3 years.
17 complaints closed in the last 12 months.

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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:03/08/2024
Type:Product 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.
Diffuser damage my furniture. They did not even attempt to make it right.Terrible customer service. No a good a good company.
Business Response
Date: 03/11/2024
Hello ******,

I hope this message finds you well. Thank you for bringing up your concern regarding the damage to your furniture caused by one of our diffusers.

Firstly, I want to express our sincere apologies for any distress or inconvenience this has caused you. We understand the importance of customer satisfaction and the impact of our products on your personal space.

As outlined in our Terms of Use, we do advise keeping our products away from furniture and other valuable items to prevent potential damage. This precaution is due to the nature of fragrance oils, which, like many liquids, have the potential to affect various surfaces. We include this disclaimer to inform our customers and help protect their belongings.

However, we genuinely value your feedback and are here to support our customers. In light of your experience, I am more than willing to offer you a refund or a replacement for the affected fragrance. We stand by our Pura Promise and are committed to providing high-quality, safe fragrances free from harmful substances.

I understand that this does not undo the inconvenience you've faced, but I hope it demonstrates our commitment to your satisfaction. Please let me know your preference between a refund or a replacement, and we will arrange it promptly.

Thank you for bringing this issue to our attention, and again, I apologize for the situation. We're here to help, so please don't hesitate to reach out for further assistance.

Warm regards,
Customer Answer
Date: 03/11/2024

Complaint: 21404765

I am rejecting this response because the least the company can do is call me. They can do better than simply refunding or replacing the one fragrance. Someone on their management team should reach out and offer future discount, credit, or something ensuring they are truly willing to make things right.

Sincerely,

***************************
Business Response
Date: 03/12/2024
Dear *****,

We regret to inform you that we are currently unable to offer a future discount code or credit. However, we are pleased to offer a replacement for the fragrance or process a refund as a measure to rectify this situation. Additionally, as per your request, we have already dispatched a return label for the items you intend to return, ensuring a smooth and efficient refund process.

Thank you for your understanding.

Warm regards,
Customer Answer
Date: 03/12/2024

Complaint: 21404765

I am rejecting this response because:
That's not good enough.

Sincerely,

***************************
Initial Complaint
Date:02/13/2024
Type:Product 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 an order for several Pura products on Feb 4th 2024. I paid for expedited shipping $15. My order has said fulfilled since the 4th and has a ups tracking number. UPS says that have not received the shipment. I've sent 3 email requests for information with no response. There is no phone number to contact them. I would just like my order or for them to cancel it and refund me. Any sort of reply would be great.
Business Response
Date: 02/14/2024
Dear ****,

Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience caused by the delay in receiving your order.

We understand your frustration and want to assure you that your satisfaction is our top priority. We've investigated the matter, and it appears that your package is currently out for delivery, despite the delay in UPS updating their tracking information.

Unfortunately, once a package is processed, we are unable to cancel the order. However, we're confident that you'll receive your order very soon.

In the event that you still wish to cancel your order upon its arrival, please reach out to us, and we'll provide further assistance with processing a return and issuing a refund if necessary.

Again, we apologize for any inconvenience this delay may have caused, and we appreciate your patience and understanding.

Warm regards,
Initial Complaint
Date:01/19/2024
Type:Customer Service 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 fails to provide customer service when they delivered an order containing an item that I did not order that exploded all over the items I paid for. I was drastically allergic to this item and it ruined my order.

Customer service is extremely rude and disconnects me without providing support.
Business Response
Date: 01/19/2024
Dear ****,

Thank you for reaching out to us on 1/18/24 regarding your concern. We appreciate your patience and understand your eagerness for a resolution.

I'm pleased to inform you that our dedicated chat agent promptly recognized the importance of your issue and escalated it to our management team. This step was taken to ensure that you receive the highest level of care and attention. Our management team is actively working on your case, striving to provide a thorough and effective solution.

I understand the urgency of your situation, but I'd like to gently remind you that repeatedly contacting us may not expedite the process. Our team is committed to delivering quality service to all our customers and typically responds within one business day. Rest assured, your case is a priority for us, and we are making every effort to get back to you as quickly as possible. No one is ignoring you.

Thank you for your understanding and continued patience. We value your trust in our service and are here to support you every step of the way.

Warm regards,
Customer Answer
Date: 01/19/2024

Complaint: ********

I am rejecting this response because:

Thanks for the update, but let’s cut to the chase. It seems your ‘escalation’ is more of a leisurely stroll than a sprint to resolution. I appreciate the art of bureaucracy as much as the next person, but this isn’t the Louvre, and I’m not here to admire the view.

I’m not just ‘eager’ for a resolution; I’m bordering on launching a one-person campaign against inefficiency. Telling me my case is a priority is great, but it’s like saying, ‘We’ll get there when we get there’ while I’m stuck in customer service limbo.

Repeated contact? Well, if there was more progress and less platitudes, you wouldn’t be hearing from me as often. I expected a solution, not a season ticket to the waiting game.

Be assured, my next step is to go public with my dismal experience. I’ll be sharing the details far and wide, encouraging friends, family, and anyone within earshot to steer clear of doing business with Pura. It’s only fair they know what they might be getting into.

So, in response to your latest masterpiece of corporate speak: I’m rejecting the business response. Let’s see some real action instead of this merry-go-round of assurances.

Looking forward to an actual solution and not another chapter in this saga.

Sincerely,

******* ********
Business Response
Date: 01/22/2024
Dear Mr. ********,

Thank you for your candid response and for sharing your perspective on the matter. Your feedback is invaluable to us, and we appreciate your forthrightness.

We understand that your experience has not met your expectations, and for that, we sincerely apologize. Your frustration is completely justified, and we want to assure you that we are actively addressing your case to reach a swift and satisfactory resolution.

Our intention is not to engage in bureaucratic processes but rather to provide you with the most effective solution to the issue you've encountered. We recognize that timely resolution is of utmost importance, and we responded and handled the issue as quickly as possible.

Your commitment to transparency and sharing your experience is noted, and we take your feedback seriously.

We appreciate your patience and understanding throughout this process, and we remain dedicated to addressing your concerns with the urgency they deserve.

Thank you for bringing this matter to our attention, and we look forward to hearing from you again.

Best regards,
Initial Complaint
Date:12/21/2023
Type:Product 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.
My last order before subscription cancelation was Jan 8, 2023. I had since canceled my subscription and have continued to get charged through Dec 2023 and sent product. I have attached a screenshot showing that I have no subscription at Pura. My payment method is Via paypal. When I log into paypal to cancel payment, it brings me to my Pura page showing I have no subscription. How am I still being billed and sent product when I have no subscriptions??? This has amounted to 11 months of billing ($573.10). I acknowledge that I have received product; however, I am writing to get a full refund as HAVE NO SUBSCRIPTIONS IN MY ACCOUNT AND CONTINUE TO GET BILLED. There is no way to get a hold of anyone or I would have had this resolved months ago. I emailed to what I believed was the customer support and have not received any responses. Please help!!!
Business Response
Date: 01/02/2024
Hello ******,

Thank you for getting in touch with us at Pura. I understand there has been some confusion regarding your account and subscriptions, and I'm here to help clarify and resolve any issues.

Upon reviewing your account details, I found that you have an active subscription associated with "********************," which was initiated on August 1st, 2022. Your orders have been processed on a monthly basis since then. I also noticed that you reached out to us in November 2023 with a similar inquiry. Our records show that one of our agents responded to your query via email, explaining the situation and providing guidance on how to address it.

Regrettably, due to the constraints of our 30-day return policy, we're unable to offer refunds for the orders you've already received. However, to assist you further, I have taken the initiative to cancel your ongoing subscription to prevent any future inconveniences.

Should you have any additional questions or require further assistance, please don't hesitate to contact us at ****************. We're here to ensure your experience with Pura is as smooth and satisfactory as possible.

Take care and best regards,
Initial Complaint
Date:12/20/2023
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.
No way to speak to anyone at this business. I purchased a Pura 3 wall diffuser over a year ago & never used it until the other day. It doesn’t work & the phone # listed is not a legitimate phone #. I would like someone from the Pura company to call me.
A.S.A.P. I want to use this diffuser for the Holidays. Please help me & have someone from the Pura.com company call me so I can get this resolved.
Best Regards
***** ******** Phone # ###-###-#### E-Mail address : *********************
Business Response
Date: 01/02/2024

Hello *****,

Thank you for contacting Pura. I regret to hear that you're experiencing difficulties with your device, and I'm here to assist you in resolving this matter as efficiently as possible.

Currently, Pura offers support via email and our online chat feature. At this moment, we do not offer phone support. Please feel free to reach out to us at [email protected], or engage with our live chat service available on our website for prompt assistance.

I've taken the liberty to review your account with the email "*********************" and found a record of a single purchase dated May 2022, which included one device.

For immediate guidance, I encourage you to explore the troubleshooting steps available in our Help Center on the website. However, if you require further support or personalized assistance, my team and I are readily available to help you through email or chat.

Your satisfaction and experience with our product are of utmost importance to us. Please don't hesitate to reach out for any further assistance.

Take care and best regards,
Initial Complaint
Date:12/07/2023
Type:Sales and Advertising 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 been a Pura customer for over 3 years and until now, have been happy.

They offered a buy 1 get 1 free for the Pura device sale over the Thanksgiving weekend.
They have not been able to fulfill this offer as was advertised on their website, their instagram, and my email.
The email responses I have gotten are "we cannot retroactively fulfill this."
GOOD customer service would be, "oops, our bad, we'll correct that for you and make sure you get the promotion you paid for!"
I have read through their terms of service, including the page on their website about their buy 1 get 1 promotion and have followed their terms and am still not receiving the offer. I would not have purchased a new pura if it did not come with the buy 1 get 1.

Upon reading further BBB complaints, I can see I am not alone and they have a poor history of customer service.

I am simply seeking that they honor their promotion, and provide me with the second Pura device for free as advertised.
Business Response
Date: 12/07/2023
Hello ******,

Thank you for sharing your concerns with us, and we appreciate your loyalty as a long-time Pura customer.

We understand the frustration you've experienced with your recent order. It appears that there was an issue with how the order was placed, which resulted in the Pura 3 set not being included. This was not due to an issue with the link but rather a matter of order placement.

Regrettably, due to system limitations, we are unable to retroactively modify this order. We apologize for any inconvenience this may have caused.

If you have any further questions or concerns, please don't hesitate to reach out to us. We are here to assist you to the best of our abilities.

Thank you for choosing Pura, and we value your feedback as it helps us improve our service.

Best regards,
Customer Answer
Date: 12/08/2023

Complaint: ********

I am rejecting this response because: it does not meet my concerns in any way.

Sincerely,

****** *****
Initial Complaint
Date:12/04/2023
Type:Customer Service 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 pay $164 every 6 weeks. My order from October still have not been fulfilled or delivered. There is zero way to get customer service as you are sent thru a maze of chat and emails. Email response was that a couple of the scents were on back order. I asked them why didnt they send all the rest out and state is was back ordered. I received no notice of the back ordered item until I emailed over and over again. They said they could cancel my order but I would need to place an order before my refund would be issued. Not sure how that makes any bit of sense. At this point I just want my October order refunded immediately. There is no way to talk to anyone. Emails only. The chat does not work. And the emails go round and round. Their system makes no sense. And their lack of providing customer service shows they have gone downhill.
Business Response
Date: 12/05/2023
Hello ****,

Thank you for bringing this matter to our attention, and we apologize for the inconvenience you've experienced.

We understand your frustration with the delay in fulfilling your October order and the challenges in reaching our customer service. We acknowledge that there was an issue with some scents being on back order, and we should have communicated this to you proactively. Your feedback is important, and we are actively working to improve our notification system.

We want to clarify that we currently do not offer phone support, so email and chat are the primary means of reaching our support team. We have experienced an influx of emails and customers due to the holiday season, which has led to delays in response times. We understand that this has been frustrating, and we are working diligently to respond to all inquiries as soon as possible. You can always send an email to my team at ********************************.

Your satisfaction is important to us, and we are committed to resolving this matter for you. Please continue to reach out to our support team, and they will provide assistance and address your concerns.

Thank you for choosing Pura, and we appreciate your patience and understanding during this time.

Best regards,
Customer Answer
Date: 12/05/2023

Complaint: 20956794

I am rejecting this response because:
the problem is still not resolved. I just want my order refunded from October as it was never fullfilled. Im tired of getting the run around and no one can simply refund this order.

Sincerely,

*******************
Business Response
Date: 12/07/2023
Hello ****,

My team canceled and refunded you for this order on 12/5/23 for $163.78 back to a Mastercard ending in 5611.
It takes a few days for that to process but we did get that taken care of and let you know on the same day.
Was there another issue you were having?

Thank you,
Initial Complaint
Date:11/28/2023
Type:Sales and Advertising 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 had ordered from PURA. The order was shipped thru USPS and was delivered at or near my mailbox but not in my mailbox. I reached out to PURA to advise I had not received my package and requested a refund or replacement. I was advised without further proof I did not receive the package there would be no refund or replacement.
Business Response
Date: 11/30/2023

Dear *****,

Thank you for contacting Pura regarding the issue with your order. We truly regret the inconvenience you have experienced in receiving your package, and appreciate you taking the time to inform us.

I understand you have been in communication with our support team, who have advised the next step in resolving this matter. We kindly request that you contact USPS to file a claim for further information regarding your order. This step is essential for us to move forward with a satisfactory resolution.

Once you have completed this process, please forward the claim details to us. Adhering to this policy is a necessary part of our procedure, and we value your cooperation in this matter.

Should you need any assistance or have questions about filing the claim, our team is readily available at [email protected] to guide you through this process.

Thank you for your understanding and effort in resolving this matter. We look forward to assisting you further.

Warm regards,
Initial Complaint
Date:11/15/2023
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.
Delivery to wrong address. No option to correct address. Paid for product not received. No option to speak with customer service.
Business Response
Date: 11/16/2023

Hello,

We appreciate you reaching out to us about your order. Upon reviewing, I can confirm that it was shipped to the address provided at the time of purchase. Due to our rapid order processing system, we are unable to alter orders once they're placed.

I've noticed that USPS is currently trying to forward the package. I would advise contacting them directly to inquire about the possibility of picking it up or having it redirected to a more convenient location.

Remember, the Pura support team is always here to assist you. You can reach us at [email protected] for any further assistance or queries.

Thank you for your understanding and cooperation.

Best regards,
Customer Answer
Date: 11/16/2023

Complaint: ********

I am rejecting this response because: Pura was notified immediately of the address change. They do not offer immediate response other than they do not staff for customer service. Difficult options to navigate. Thank you. BTW. The order did not ship immediately either.

Sincerely,

***** *******
Initial Complaint
Date:10/27/2023
Type:Customer Service 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 have been communicating with The Pura Scents company. I receive emails saying we are sorry that you are experiencing problems with your order numbers not being identified, returns, and exchanges.
I’ve returned the scents to their office where the scents are sent from.
All I receive is the same cursory response which is not helpful.
Business Response
Date: 10/30/2023
Hello,

First and foremost, thank you for reaching out and sharing your concerns with Pura. We deeply regret the difficulties you’ve faced in trying to get in touch and facilitate an exchange.

Upon reviewing our correspondence, I noted that while we have had several email exchanges, communication seems to cease once our support team offers a potential solution. Please let us know if there's a specific concern or requirement we may have missed.

Regarding the screenshot you shared about our return portal, it appears there was an extra space within the order number, which might be why the system couldn't locate your order. Additionally, the discrepancy in viewing your order history might stem from using your Apple ID to sign in, whereas your subscription is registered under "********************". Logging in with this email should provide a clear view of your account details.

I understand that you've dispatched several items back to us. For a seamless returns process, we advise using our returns portal to generate the appropriate shipping label. This ensures that we have all the essential details to expedite the return.

We're here to assist you, always. Please connect with us directly at [email protected] or through our website's chat feature for real-time assistance. While we currently don’t offer phone support, we're committed to helping you resolve this matter promptly.

Thank you for your patience and understanding.

Warm regards,
Customer Answer
Date: 10/31/2023

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,

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

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Pura is NOT a BBB Accredited Business.