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:10/20/2023

  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.

  When I purchased the Pure scent diffusers 2 years ago, the company was great. In the last 8 months, they have gone completely downhill. My assumption is that they have grown so large and cannot sustain the product or the people and customer service required, to keep the company great. They used to have a phone number and now that no longer exists...BAD sign for a company when you cannot verbally speak to an actual real person. On numerous occasions, I have been charged for scents and then they do not arrive. They will NEVER follow up with you... you will have to follow up with them and even at that point, their answers are completely robotic. No sincere apologies, no resolve offered except "well we can refund you and you can go %^&* yourself" is the mentality this company has. Promise you this, they are very good at one thing only, charging you immediately for a subscription whether they have the items in stock or not. I cannot believe how downhill this company has gone. With them being as expensive as their scents and diffusers are, along with them not lasting more than 2-3 weeks if you're lucky, and their horrible robotic customer service, I don't see them being around in 2 more years...They have wonderful scents but that is truly not enough to make up for all of their short comings. I would rather go back to buying scent diffusers from Bath and Body, Yankee Candle or Hotel Collection Scents.... Get it together Pura.

  Business Response

  Date: 10/23/2023

  Hello,
  
  
  We sincerely appreciate you taking the time to share your detailed feedback with us. We're truly sorry to hear that your recent experiences with Pura have not reflected the high standards that we set for ourselves and that you expected from previous interactions. Learning about your difficulties with our service, especially regarding the lack of direct phone support and the issues with your orders and charges, deeply concerns us.
  
  
  We understand the frustration of not receiving products you've been charged for, coupled with what felt like an unsympathetic response from our side. This is far from the customer experience we aim to promote.
  
  
  Your feedback is invaluable, highlighting crucial areas demanding our attention and immediate improvement. We acknowledge the disappointment and inconvenience caused by these issues, particularly with the unexpected changes in our customer service approach and the problems you've faced with our subscription model.
  
  
  At Pura, we're committed to delivering top-notch customer service, and your satisfaction remains our utmost priority. We genuinely regret the delay in addressing your concerns appropriately and the negative impact our service has had on your perception of our brand.
  
  
  As a gesture of our commitment to making things right, we would like to offer a full refund for the troublesome order. We understand that this doesn't change the past, but we hope it demonstrates our dedication to your satisfaction and our desire to regain your trust.
  
  
  Thank you for bringing this to our attention. Your insights offer us the opportunity to critically review our processes and customer approach, ensuring we better serve our valued customers in the future.
  
  
  Sincerely,
  
  
  The Pura Team

• Initial Complaint

  Date:09/15/2023

  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 canceled my membership months ago. When I log into the app, it shows I do not have a subscription but I am still getting charged $34 monthly. I have sent multiple emails and only received a canned response explaining how to cancel the membership when I explained I do not have one. It says there is a chat feature with live agents during certain hours, this is false. I have tried multiple times to chat during said hours with only a bot coming through.

  Business Response

  Date: 09/20/2023

  On September 14th, Ms. ******** contacted Pura expressing her intent to cancel a subscription, while also mentioning her unawareness of having an active subscription with us. Upon reviewing our records, we found out that her subscription was registered under a different email address than the one she initially believed. We sought clarity regarding her reasons for cancellation, offering multiple options for her to select from.
  
  It is essential to highlight that all Pura Scents Inc. customers have ready access to our cancellation policy via the Pura website. Additionally, they can directly contact the Pura support team for assistance with their subscription cancellations, obtain a copy/link to our cancellation policy, and be apprised of our refund policy—whether seeking a full or partial refund for their orders. Our dedicated support team is always available for inquiries at "[email protected]".
  
  Thank you for considering our perspective on this matter.

• Initial Complaint

  Date:09/08/2023

  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 can not log into my Pura account with my password or do they send a code so I can reset it. Can’t speak to anyone and chat does nothing to help. I want to change my subscription but can’t. This is the worst customer service. I will have my bank block them to stop this.

  Business Response

  Date: 09/20/2023

  Hello,
  
  We have carefully reviewed our records pertaining to Ms. ******* ********'s account with Pura. To our knowledge, we have not received any prior communications from Ms. ******** indicating difficulties with logging into her account. For the sake of proactivity, I have personally dispatched an email to her with instructions to reset her password, ensuring she regains secure access to her account. Furthermore, I have not identified any attempts from Ms. ******** to reach out to our team, either through our chat service or via email.
  
  We earnestly encourage our customers, including Ms. ********, to utilize the support page on our official website for any assistance. Alternatively, they can reach out directly to our dedicated support team at "[email protected]".
  
  Please be assured that our team is always eager to assist and address any concerns our customers may have. We appreciate prompt communication, and we stand ready to resolve any issues at hand.
  
  Thank you for bringing this to our attention.

  Customer Answer

  Date: 09/23/2023

  
  
  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,
  
  
  
  ******* ********

• Initial Complaint

  Date:09/07/2023

  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.

  I have been trying to contact pura scents to cancel the auto-renew. I thought I did it last time and it charged me again. There is no phone number to call and the chat that they say they have never connects you to a live person. I want my $43.41 refunded because they are charging me for something I tried cancelling several times now. In fact, they charged me a subscription fee, yet my account says that I don't even have a subscription anymore (photos attached to show that).

  Business Response

  Date: 09/20/2023

  Hello,

  
  I hope this message finds you well.
  On September 12th, Ms. ***** contacted Pura expressing her intent to cancel a subscription, while also mentioning her unawareness of having an active subscription with us. Upon reviewing our records, we promptly informed her on September 13th that her subscription was registered under a different email address than the one she initially believed. Furthermore, we sought clarity regarding her reasons for cancellation, offering multiple options for her to select from. Unfortunately, she did not initially provide a response using the provided options. Nevertheless, after a second request for her reason on September 14th, we received her feedback and subsequently canceled her subscription as per her request.
  It is essential to highlight that all Pura Scents Inc. customers have ready access to our cancellation policy via the Pura website. Additionally, they can directly contact the Pura support team for assistance with their subscription cancellations, obtain a copy/link to our cancellation policy, and be apprised of our refund policy—whether seeking a full or partial refund for their orders. Our dedicated support team is always available for inquiries at "[email protected]".
  Thank you for considering our perspective on this matter.

  
  Thank you for your patience,

• Initial Complaint

  Date:07/06/2023

  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.

  I recently made an order with Pura which was charged to my credit card, however, I received only (1) of the (2) diffusers ordered and paid for and did NOT receive either of the (2) fragrances ordered and paid for. It is difficult to comprehend the error for a simple order and even more difficult to understand why an up and coming company would not be more attentive. Pura products are considerably expensive and the error reflects a lack of customer consideration and appreciation.

  Business Response

  Date: 09/25/2023

  We truly appreciate you bringing this matter to the attention of Pura. It is of utmost concern to us when our customers do not receive their orders as anticipated.
  
  Upon reviewing our records, we noted that the customer reached out to us on July 6th. We promptly addressed the concern by responding on July 7th. To rectify the situation, we initiated a replacement order for the missing items and sought clarity on any devices that might be defective.
  
  Although we consistently strive for excellence, occasionally challenges arise with our third-party fulfillment center or with the shipping process that *** lead to discrepancies in orders. We are committed to minimizing such instances and addressing any related concerns promptly.
  
  Your patience and understanding as we continue to grow and refine our processes are deeply valued. Should you or the concerned customer have further questions or require assistance, please reach out to us at "********************************".
  

  
  

• Initial Complaint

  Date:06/23/2023

  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.

  Purchased 2 Pura plug in wall devices plus fragrance. Tried several times to cancel auto ship. All information received states I do not have auto ship but my card is charged every month. Since my online account does not give me access to remove information I had to block charges on my credit card.

  Business Response

  Date: 09/25/2023

  We appreciate you bringing this matter to Pura's attention. We sincerely regret the confusion regarding the active subscription associated with Ms. ************************* reviewing our correspondence, we found that Ms. ****** reached out to us on July 18th. In our prompt response on the same day, we clarified that the active subscription was not linked to the email address ******************* but was instead associated with ************************* Ms. ****** subsequently informed us that she no longer had access to this latter email account. In light of this, we expressed our willingness to assist with canceling the subscription. However, in accordance with our standard protocol, we sought to understand the specific reason behind the cancellation request. Regrettably, we did not receive further communication from Ms. ****** regarding this matter.
  
  Should there be any additional questions or concerns, we encourage you to contact us at *********************************** Our team is here to assist you.

• Initial Complaint

  Date:05/24/2023

  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 have been trying to cancel this subscription several times (for months). There is no contact from the company. They keep sending instructions that don’t work. Even when I asked by email to cancel my orders, subscription, etc; they rushed to charge me and send more crap. How can this business be allowed in this county??
  They are a scam! They are stilling from the customers!
  Who controls their behaviors?

  Business Response

  Date: 09/25/2023

  We appreciate you bringing this matter to Pura's attention. We sincerely regret any confusion or inconvenience the customer experienced regarding their subscription cancellation.
  
  Upon reviewing the specifics of this case, it appears there was a misunderstanding related to our 6-month promotional offer. Under this promotion, customers were granted a complimentary device when they subscribed. As stipulated in the terms and conditions, which were made explicit during the sign-up process, the subscription needed to be maintained for at least six months to fully benefit from the complimentary device. Discontinuation before this period would lead to a charge reflecting the device's value.
  
  For the convenience of our customers, we offer multiple channels for managing and canceling subscriptionsvia our mobile app, website, or by directly reaching out to Pura through email. It is standard protocol for us to seek feedback on the reason for cancellation to ensure continuous improvement in our services. I confirm that the customer in question utilized this process on May 25th, and we promptly addressed their request.
  
  To further assist the customer, we accepted returns and processed a refund, while also allowing them to retain some items. We genuinely hope this gesture alleviated some of the inconvenience they might have felt.
  
  Should there be further queries or if clarity is sought on any aspect of our services, we stand ready to assist.
  

  
  

• Initial Complaint

  Date:04/26/2023

  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.

  I canceled my subscription with Pura scent in September 2022. The company continues to charge my credit card. I have a block on my credit card at this point.

  Business Response

  Date: 05/01/2023

  Hello,
  I read over the email you sent in, and I am so sorry you were charged for an order you did not want!
  I looked over your account and it looks like you have 2 separate accounts with us. The emails associated with these accounts are:
  *********************** 
  ************************
  The first account did have an active subscription which was canceled in September 2022. The second account is showing an active subscription that has not yet been cancelled. 
  I have cancelled the subscription associated with the second account. 
  Thank you!
  
  

• Initial Complaint

  Date:04/26/2023

  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 have order a subscription to Pura. I have not been able to get in touch with this company. The phone number is not working and email is invalid. I am not receiving my orders but money is being charged to my card.

  Business Response

  Date: 05/03/2023

  Hello,

  I'm sorry to hear you are having issues managing your subscription with Pura. At this time, our company does not provide phone support, however we do offer email support ************************************* as well as Chat. Our chat feature is available 24/7, while our live chat reps are available Monday to Friday 8am to 5pm MST. 

  In looking at your account, I can see that you have messaged via email with our support team starting 4/26/23. Our last message sent to you was 5/1/2023, to which we have not received a reply. In reviewing these messages, it seems you were having issues accessing your account in order to manage your subscription. If you are still having issues accessing your account, please reach out to us and we can directly help to troubleshoot the issue. I can also see from the message history that you may have asked to cancel your subscription. It looks like you started your subscriptions on February 5th as part of the free device promotionmeaning you received a free device in exchange for two 6-month subscriptions. The terms of your agreement stated that should you not fulfill the terms of your 6-month contract, you would be charged $44.99 for the device. 

  In reviewing your order history, there is currently an open order that has not yet been fulfilled. This order was placed on 4/7/2023 and unfortunately contained a fragrance that went out of stock before the order could be fulfilled. We try to not let orders be placed with fragrances that are out of stock, however, sometimes fragrances can go on backorder after the order has already been placed, which is what happened here. Unfortunately, due to system limitations, we do not have the ability to swap out the out of stock fragrance for another item or cancel an order once it has been submitted. 
  

  I hope this helps to answer your concerns. Please reach out to us directly if there are other questions we may answer for you. 

  Thank you!

   

• Initial Complaint

  Date:04/24/2023

  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.

  I placed an order on March 18, 2023 (date my credit card was charged) and as of today, April 24th, the order is still pending. I reached out twice over the last few weeks and was told that something in my order was out of stock but Pura wouldn't let me cancel the out of stock item and refused to ship the in stock items. Last week I attempted to cancel the entire order as the status still showed 'unfulfilled' but they said no. Its really unacceptable that the company will charge you prior to shipment, allow you to order items they dont have, and refuse to make any customer service concessions. Its been six weeks and apparently paid $150 for nothing...

  Business Response

  Date: 09/25/2023

  Thank you for conveying this concern to Pura. We deeply regret the inconvenience experienced by the customer due to the extended processing and shipping time of their order. Such delays are not reflective of the service standards we aspire to deliver, and we genuinely apologize for the dissatisfaction caused.
  
  While it's reassuring to know that the customer eventually received their package, we fully recognize the significance of timely deliveries. Please be assured that we are actively refining our shipping and processing protocols to provide a more efficient and seamless experience for our customers in the future.
  
  Should you have further inquiries or require any clarifications regarding this matter, please do not hesitate to reach out. We are committed to addressing any concerns you might have.

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 19975904
  
  While this complaint addressed one specific instance, it was actually the third similar experience I had with Pura.  This latest instance was by far the worst, and although my package was not shipped after a month, they refused to cancel the order or ship the items that were in stock- I even offered to pay additional shipping.  The purchase was seasonal and part of a gift so 6+ weeks is unacceptable and the purchase ended up being a waste.  

  I am rejecting this response and will not shop at Pura again.
  

  
  Sincerely,
  
  *****************************