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

  815 W 1250 S Orem, UT 84058-5986

• 

  Pura

  729 N 1500 W Orem, UT 84057-2810

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: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,
  
  *****************************

• Initial Complaint

  Date:04/23/2023

  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.

  The business charged my credit card for an order then told me it is partially back ordered but due to a system limitation they cannot partially ship or cancel the order even if it will take months or years to ship. Order psi6317539 April 7 for $74.45

  Business Response

  Date: 05/01/2023

  Hello,
  This response is in regards to ********************************* and order number PSI6317539. 
  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. 
  The out of stock fragrance has since come back in stock, and the order was shipped to the customer on 4/26/2023. Tracking information shows the order delivered on 5/1/2023. 
  We are happy to issue a full refund for the order, but will need the customer to initiate a return for the items in the order. Please visit our returns portal (**********************************************) to start this process. 
  Thank you!
  
  

• Initial Complaint

  Date:04/18/2023

  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 purchased products from trypura.com and that was on the 4th of April, 2023. its almost a month later and still hasnt been sent out or even packaged up in the warehouse. i asked to have it cancelled and refunded and they told me i cannot get either of those until the products ship which could be months from now since they also told me my items were out of stock. i paid over $350.00 for my items and now im out that money.

  Business Response

  Date: 05/01/2023

  Hello,
  This response is in regards to *********************** and order number PSI6306533. 
  This order was placed on 4/6/2023 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. 
  The out of stock fragrance has since come back in stock, and the order was shipped to the customer on 4/21/2023. Tracking information for the order shows delivery on 4/25/2023. 
  On 4/26/2023, the customer initiated a return for the order. The refund was processed for the customer on 5/1/2023.
  
  
  Thank you!
  
  

  Customer Answer

  Date: 05/01/2023

   
  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:04/18/2023

  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 purchased a Pura Fragrance Diffuser and a six scents on March 19, 2023 for a total of $125.23 USD. I also subscribed to scent refills, as it was more cost-effective. My order number is PSI6126131. I was so excited to receive the diffuser and scents, as they are some of my favorite brands that this company has partnered with, But I have not received the product and it has been a month since my order date. To date, I have only received one update. That email was on March 23, 2023. Since then, nothing. On April 16, I received an email saying that my subscription refills were going to be shipped, but I still have not received my initial order, and emails to customer support are going unanswered. Obviously, I cancelled the subscription order, as I am still waiting for my original order.

  Business Response

  Date: 05/01/2023

  Hello,
  This response is in regards to ************************* and order number PSI6126131. 
  This order was placed on 3/19/2023 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. 
  The out of stock fragrance has since come back in stock, and the order was shipped to the customer on 4/27/2023. A partial refund of 20% was issued to the customer on 4/18/2023. This refund was issued due to the delays in the order being able to ship.  
  We are happy to issue a full refund for the order, but will need the customer to initiate a return for the items in the order. Please visit our returns portal (**********************************************) to start this process. 
  Thank you!
  
  

• Initial Complaint

  Date:04/15/2023

  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 a large order for 2 diffusers and6 fragrances-on 3/25. I received a shipping delay notice 4 days later in 3/29 that due to high volume the order might take a little longer. There was no mention of how long the delay would be. After checking order status it appears that only 1 fragrance or if the entire order is back ordered. I dont understand why the items that are available cant ship? If I could get ahold of any type of customer service rep I could switch out the single back order fragrance for one in stock?Customer service is all automated so you cant get any answers just clicking on multiple links that lead you to the same pre-written responses. I cant even cancel since the order is in an un-fulfilled status.This is not right! Poor customer service! Especially charging people for full order without any recourse for delay or ability to cancel or get ahold of anyone to help.

  Business Response

  Date: 05/01/2023

  Hello,
  This response is in regards to *************************** and order number PSI6181457. 
  This order was placed on 4/6/2023 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. 
  The out of stock fragrance has since come back in stock, and the order was shipped to the customer on 4/23/2023. Tracking information for the order shows delivery on 4/28/2023. 
  
  
  Thank you!
  
  

  Customer Answer

  Date: 05/01/2023

   
  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:04/14/2023

  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 have contacted the company SEVERAL times to have my order PSI6308737 ship without the back ordered items ( no ETA on when those 2 items will be in stock ) and they state theyll look into it and I never hear back. I can see they read my DMs ( Through Instagram) as they dont have a CSR 800# but ***** hours goes buy and no response. I want my ordered ship and anything back ordered can ship at a later date.

  Business Response

  Date: 05/01/2023

  Hello,
  This response is in regards to *************************** and order number PSI6308737. 
  This order was placed on 4/6/2023 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. 
  The out of stock fragrance has since come back in stock, and the order was shipped to the customer on 4/26/2023. Tracking information for the order shows delivery on 4/28/2023. 
  
  
  Thank you!
  
  

  Customer Answer

  Date: 05/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that although its not a great business model Pura has , but ultimately I finally received my order. I know they will continue to have these issues and its buyer beware when working with them  
  

  You can close the case. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/15/2023

  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.

  Order ********** was placed Monday, March 6th at 802am for $86.94. As of today, Wednesday, March 15th, the order still has not been shipped. I have reached out to the company several times via email over the past few days attempting to have the order cancelled, due to the long delays. I continue to get the run around and spoke with live agent, Jocelyn R********, and requested the cancellation. She advised there is nothing they can do. I have cancelled future subscriptions, but the behavior of this company is fraudulent and I feel I have been deceived. Any order that hasn't been fulfilled or shipped, should be able to be cancelled with ease.

  Business Response

  Date: 09/25/2023

  We sincerely appreciate you bringing this matter to Pura's attention. It is with genuine regret that we learn of the customer's dissatisfaction regarding their interaction with our company and support team.
  
  The primary challenge stemmed from an unforeseen delay in shipping, resulting in our inability to expedite the customer's order as swiftly as anticipated. Given that the order had already been processed, immediate cancellation was regrettably not feasible. As an alternative solution, we proposed that upon receipt of the order, the customer could return the items for a full refund. Furthermore, Pura committed to covering the associated return shipping costs.
  
  While our intent is always to ensure optimal customer satisfaction, we acknowledge the imperfections of this situation. I remain at your service to provide any additional assistance or clarity you might require.

• Initial Complaint

  Date:03/10/2023

  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.

  Pura sells scent diffusers programmable by phone with Wi-Fi. Their scents are exclusive to their diffuser and they are pricey. I ordered two scents, over $30 weeks ago. I heard nothing from the company so I reached out to track my order. They said they were out of stock and hoped for a shipment soon. I told them to cancel my order and refund my money. They then said my order is in processing and cannot be canceled.

  Business Response

  Date: 10/18/2023

  We sincerely appreciate you bringing this matter to Pura's attention. It is with genuine regret that we learn of the customer's dissatisfaction regarding their interaction with our company and support team.
  
  The primary challenge stemmed from an unforeseen delay in shipping, resulting in our inability to expedite the customer's order as swiftly as anticipated. Given that the order had already been processed, immediate cancellation was regrettably not feasible. As an alternative solution, we proposed that upon receipt of the order, the customer could return the items for a full refund. Furthermore, Pura committed to covering the associated return shipping costs.
  
  While our intent is always to ensure optimal customer satisfaction, we acknowledge the imperfections of this situation. I remain at your service to provide any additional assistance or clarity you might require.

• Initial Complaint

  Date:03/07/2023

  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 have a subscription for 3 pura devices and recently have had an issue with an order that has not shipped since 2/27. I have tried contacting PURA but the chat option is not available, I reached out via social media messenger and the response was no help to my issue and no willingness to assist in solving the issue. I would like to speak to someone via phone to resolve the matter since this has been ongoing with not being able to speak to someone after numerous attempts. order **********

  Business Response

  Date: 10/18/2023

  We truly appreciate your communication with **, highlighting the areas where your experience with Pura did not meet expectations. Your feedback is invaluable.
  
  It's disheartening to learn about the frustration you faced due to the delay in your order. We empathize with the inconvenience this situation has undoubtedly caused and sincerely apologize for any stress or disappointment that ensued.
  
  At this time, we want to acknowledge that Pura does not have a phone support option. However, we are committed to being accessible to our customers and are readily available to address your needs via email at ********************************.
  
  We have taken note that despite the ultimate delivery of your order and the subsequent refund processed by our team, your experience was less than satisfactory. This realization underscores our commitment to not only improving our logistical operations but also to enhancing customer communication. Rest assured, we are tirelessly working to refine our shipping procedures and customer interaction channels to prevent such occurrences in the future.
  
  Thank you once again for your patience and understanding throughout this process. Your experience drives us to improve, and we are grateful for the opportunity to do better moving forward.

• Initial Complaint

  Date:03/04/2023

  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 had a scent subscription that auto renewed on February 21st which was charged to my account immediately but has still not been fulfilled. After talking to customer service they said that sometimes after an order has been placed the scent goes out of stock or is backordered and charging me makes sure "I'm first in line" when it comes back in stock with no actual timeline of when that would be.
  So they have my money and I have nothing. They're the only company I've ever had charge for something they can't even fulfill. They won't even offer a solution like cancelling and refunding or changing the scents selected which lets me know that's not the real problem. It feels like a massive scam combined with absolutely horrible customer service.

  Business Response

  Date: 10/18/2023

  We genuinely appreciate you taking the time to share your feedback with us. We want to extend our sincerest apologies for any inconvenience you may have experienced due to shipping delays associated with your Pura order. We understand how frustrating such delays can be, and we're truly sorry for any disruption this may have caused to your plans.
  
  Your feedback is incredibly important to us, as it helps us identify areas for improvement within our shipping and delivery processes. You always have the option to reach out to our dedicated support team at ****************
  Our email support team is committed to assisting you promptly and effectively.
  
  At Pura, we are committed to providing our customers with the best possible experience, and we deeply regret any inconvenience you may have faced. Your satisfaction is our top priority, and we genuinely appreciate your patience and understanding as we work to rectify the situation.
  
  Thank you for bringing this matter to our attention, and we hope to do better.