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:03/03/2023

  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.

  Placed an order in Feb. and still have not received the product. Was finally informed that some of my order is "no longer in stock" so I would receive a refund - after having to reach out multiple times. I asked for the product in stock to ship and not wait for the remaining items.
  
  Response: it looks like a couple of items on that
  order are out of stock, which is why your order hasn't shipped yet. This order
  will be shipping out as soon as the items come back in stock. We're hoping to
  receive inventory for this in the next few weeks. I apologize you were not
  properly notified about this.
  
  Response: Unfortunately, once an order has been placed we are unable to cancel or edit the items in the order. This is due to system limitations. We are sorry for any inconveniences this may cause you.
  The good news is we do have a returns and exchange portal available to you on our website. Once your order has arrived you can exchange or return the unwanted items via the returns portal
  
  They refused to ship the in stock items and are refusing the cancel the order/refund me. They have no estimated timeline for delivery. I stated I do not want the product any longer and they refuse to cancel the order and I must wait until it is delivered to return the items.

  Business Response

  Date: 10/18/2023

  We sincerely appreciate you taking the time to share your recent experience with Pura. It is with regret that we acknowledge the challenges you faced during your initial purchase with us. Please accept our heartfelt apologies for the inconvenience you have endured.
  
  While we are relieved to know that your order, along with the complimentary two fragrances, ultimately reached you, we recognize that the prolonged wait was not in line with the standards of service we strive to maintain. Such delays undermine the shopping experience we aim to provide, and for that, we are truly sorry.
  
  In instances where unforeseen complications arise at our fulfillment center or within our systems, we endeavor to ensure expedited delivery and a seamless process for our customers. Your feedback, particularly about your interaction with our support team, is crucial for us and will be thoroughly considered as we seek to improve our customer service protocols and overall customer experience.
  
  Your continued patronage is something we highly cherish, and we are optimistic about forging a stronger relationship with you in the future. We are committed to restoring your confidence in our brand and dedicated to meeting, if not exceeding, your expectations in your subsequent interactions with us.
  
  Thank you for your understanding and for being a valued part of the Pura community.

• Initial Complaint

  Date:03/02/2023

  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 SCENTS, INC has been debiting my card for months. I have cancelled subscription and deleted app and they still continue to auto debit my account. There is no way to contact them other than chat bubble or e-mail. I get no response with either. This company is stealing peoples money and not giving product. I have been charged $25.96 on the 2nd for months after cancelled subscription. Every month I need to go to my bank to reverse the charge. Please SHUT THIS BUSINESS DOWN before they take more people's money without authorization!

  Business Response

  Date: 10/18/2023

  Hello,
  
  We appreciate your reaching out to share your feedback regarding your experience with Pura. It's regrettable to hear about the confusion and inconvenience you encountered concerning our subscription services.
  
  Although time has passed since this incident, your concerns remain important to us. We acknowledge the frustration caused by any lack of clarity and are actively working to enhance our communication channels. While we currently don't have phone support, we're committed to making our customer interactions more accessible and straightforward.
  
  Should you have any lingering questions or further feedback, please don't hesitate to contact us at ********************************* Your insights are invaluable in helping us improve and better serve our customers.
  
  Thank you for your understanding and patience.

• Initial Complaint

  Date:02/21/2023

  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.

  This company is a complete scam. They make money by holding you hostage after offering a subscription knowing that users are not going to read the full terms of the agreement. It is a one-sided contract and will not be found enforceable in a court of law and violates customer protection laws. It’s basically like a gym membership - they try to charge you a $44 service fee for canceling. That is bogus. Please do not buy from this company, you will regret it.

  Business Response

  Date: 10/18/2023

  Hello,
  
  We regret to learn about your unfavorable experience with Pura, and we sincerely apologize for any inconvenience you may have encountered.
  
  Occasionally, we run promotional campaigns allowing customers to receive products for free upon completion of specific subscription terms, and it appears you had engaged with one such offer. We understand that circumstances can change, and we strive to be accommodating in response to our customers' needs. To that end, when you sought to cancel your agreement, we honored your request without any additional charges for the device as a gesture of goodwill.
  
  Should you require further assistance, have additional questions, or wish to share more feedback, please do not hesitate to reach out to us at ********************************* We are here to help and are committed to ensuring your satisfaction.
  
  Thank you for your understanding, and we hope to have the opportunity to better serve you in the future.

• Initial Complaint

  Date:02/14/2023

  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.

  Before Christmas, I ordered a buy one get one free de-fuser from Pura Scents. After getting them out of the box and using them, I noticed one of the de-fusers will not work at all. I called the company and they told me I could return the item for an exchange and they emailed me a shipping label. This was at the end of December. After a couple of weeks of not hearing from them, I tried calling Pura again to follow up and they have turned off their phones. The only option that is available is chat over the computer. I have used the chat option multiple times and was finally able to get a replacement number #**************** that I was to use if I needed to track my item when contacting them. But I was reassured that my item was being shipped out that week. It has been 3 weeks since then and I have NOT received my de-fuser. Today I AGAIN, tried to chat with an assistant and the first time I was acknowledged and then totally ignored. So, I opened a new chat and was told that my case needs to be discussed over an email. This is totally unacceptable as I have tried to contact them through email in the past and they DO NOT answer their emails. I would like the de-fuser that I paid for.

  Business Response

  Date: 10/18/2023

  Hello,
  
  We sincerely apologize for the series of inconveniences you have experienced following your purchase with us, and we regret that our service has not met your rightful expectations. The situation you described regarding the non-functional diffuser and subsequent communication challenges is genuinely concerning, and not reflective of the standards we aspire to uphold at Pura Scents.
  
  Firstly, we acknowledge and apologize for the delay in the replacement process and the difficulty you've encountered in seeking updates via our customer support channels. It's clear that our support system, particularly in terms of responsiveness and effective communication, has fallen short in this instance.
  
  Should you require further assistance, have additional questions, or wish to share more feedback, please do not hesitate to reach out to us at ********************************* We are here to help and are committed to ensuring your satisfaction.
  
  Thank you for your understanding, and we hope to have the opportunity to better serve you in the future.

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 19402662
  
  I am rejecting this response because:

  This apology is a year too late.  This complain was from last year and no longer relevant.  

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

• Initial Complaint

  Date:02/13/2023

  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 do not receive my order until a month and a half later! Additionally, Pura advertised a free diffuser with purchase. I did not receive the diffuser. Pura told me it doesn’t automatically add to cart and I would have to do that. I told them I wanted to cancel and they told me I had to login to an account I don’t even have! Pura can easily access my order information to either add a diffuser or drop my subscription. They are refusing. There are many complaints on social media about the same issues I just listed.

  Business Response

  Date: 10/19/2023

  Thank you for your feedback regarding your past experience with our service. We apologize for any inconvenience caused, particularly concerning the delay in your order and the confusion surrounding the promotional item.
  
  Since your encounter, we've taken strides to improve our processes, aiming for clearer communication regarding promotions and a more user-friendly approach for order and subscription adjustments. These changes are part of our commitment to providing a hassle-free experience and rectifying areas where we previously fell short.
  
  We acknowledge that your specific issue was resolved in due course, but we regret the frustration it caused. Your insights have been crucial in our ongoing efforts to enhance our service quality. Should you have further comments or suggestions, we encourage you to contact us at ********************************.
  
  Thank you for your patience and understanding.

• Initial Complaint

  Date:02/10/2023

  Type:Product 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 charged for three unfulfilled orders and would like to be refunded.The charges of $49.07 occurred on January 4, 2023, $49.07 on February 4, 2023 and today there is a pending charge of $49.07. For a total to be refunded of $147.21.On February 9, I cancelled my subscription due to the charges for unfulfilled orders and wrote that I was doing so because I did not trust Pura with my payment details anymore. Which has now been proven a third time due to today's pending charges.

  Business Response

  Date: 02/27/2023

  Hello - 

  Ameliaranne ****** has already been refunded for the orders. 

   

  Jan 4, 2023 - $49.07 / Refunded on 2/8/2023

  Feb 4, 2023 - $49.07 / Refunded on 2/8/2023

   

  Thank you

   

  Customer Answer

  Date: 03/01/2023

   
  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,
  
  Ameliaranne ******

• Initial Complaint

  Date:01/20/2023

  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 canceled my membership on January 17, 2023 but they keep shipping me fragrances and devices. I never ordered these. On there website I placed these orders on January 17 th. This date was when I cancelled my membership. Right now they are shipping me 3 devices the cost for each is $48.30 and these charges show up on bank statement. I never ordered these at all.Please help! This company has to be stopped. There are so many complaints regarding this same example.

  Business Response

  Date: 01/20/2023

   

  Hello,

  For customer *************************, this customer started her subscriptions as part of the Free Device promotionmeaning they  received a free device in exchange for two 6-month subscriptions.

  These are the orders where a free device was received:

  9/17/2022 - PSI4118828

  11/7/2022 - PSI4679905

  12/29/2022 - PSI5296831

   

  Each of these free diffusers required its own subscription, and each of these subscriptions required a six month commitment. 

  The customer cancelled all of their subscriptions on January 17, 2023 which was prior to the commitment being filled. As a result of the subscription cancellations, a $44.99 charge for each device was incurred by the customer. 

   

  The customer reached out to our support team on January 17th. Her request was responded to today, January 20th. 

   

  Thank you.

  Customer Answer

  Date: 01/22/2023

   
  Complaint: 18866157
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 01/24/2023

  These were all free devices promised by your company if I was to order fragrances from you!!!  Why would I pay for the device if I was promised to get it free in the ad's put out there??

   

  I want a full refund for all three!!!

   

  Thank You

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

   

  Business Response

  Date: 01/24/2023

  To Whom It May ********************************************* terms and conditions for the free device state that a subscription must be kept for 6 months. This customer did not fulfill the terms of their commitment prior to cancelling the subscription which is why they incurred a charge for the 3 devices. If the customer would like to reinstate their subscription, we can reverse the charges for the 3 diffusers. 

   

  The terms and conditions are stated here for reference: ********************************************************************************

   

  Thank you.

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18866157
  
  If I would accept the option.... I want to know how much longer each device has left for the 6 months?  I also want to know if I keep each device  for the total of 6 months that I do not have to order scents or devices....I just need to wait for each of my devices to be up in 6 months each?  right??

  Please confirm with me how this will go???
  
  *************************

  Business Response

  Date: 02/09/2023

  To avoid the charge for the diffusers, a subscription would need to be kept for 6 months. This means that 2 fragrances are purchased each month, to total 12 total fragrances for each diffuser ordered as part of the promotion. 

   

  If you would like to ********** your subscription, please reach out to the customer care team as **************************************************************

   

  Thank you!

   

  Customer Answer

  Date: 02/12/2023

   
  Complaint: 18866157
  
  I am rejecting this response because: You should have communicated in a larger font and right upfront. 

  Most people do not read the fine print because they think the offer is to good to be true!  Like the verbiage FREE.  This will confused many people because you are not getting anything FREE.  This is called Bait-and-switch!  Now you wouldn't want to have you company be known as this Bait-and-switch would you?  

  I want a refund for these items!

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

• Initial Complaint

  Date:01/19/2023

  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.

  The company is showing product in stock taking customers money and then not shipping the products. When I and other customers reach out to customer service there has been generic cut and paste responses. The company would only respond to customers posting on their social media accounts. When they respond the encourage customers to please be patient and customer service will reach out within 3-5 business days. Yesterday they posted an apology on their social media. I understand product availability and shortages, however the customer should be aware of the back order before completing a purchase and the company taking money. My other concern is the lack of communication and possible fraudulent actions of taking customers money and not communicating the product is back ordered for months. If you check @Pura on Instagram you will see many complaints and their general apology. I personally have reached out via email, direct messaging and replying to their posts on social media. I continue to get a generic response.

  Business Response

  Date: 01/20/2023

  To Whom It May *************************** ***************************** placed an order on 11/11/2022. This order was unfortunately delayed due to unprecedented order volumes and warehouse issues that Pura experienced during November and December 2022. The company is still recovering from our high order volumes and are working to get orders shipped as quickly as possible. 

  
  The order from 11/11/2022 was shipped on 11/20/2023 (tracking number: 9400109202022712760336). 

  
  Order PSI5380742 was placed on January 6th, 2023. This order is still processing at the warehouse and will ship as soon as it is able to. 
  
  
  Thank you!
  

  
  

  Customer Answer

  Date: 01/21/2023

   
  Complaint: 18817805
  
  I am rejecting this response because:although what the company has responded with does have some truth, what they are regretfully leaving out about the newly placed January order is at that time they were continuing to take customers money and state the product would ship out within 2 weeks even though they knew the product was severely back ordered. At the time, I placed my order on 1/6/22, no where on the website did it state the fragrance was back ordered. When inquiring about my delayed ordered, I finally received an update nearly a week later stating it was still being processed and would ship soon. I was told I could not edit or cancel my order at this time. I believe since they knowingly knew their product was backordered and customers were still made aware the products being ordered was actually a backordered product at the time of purchase, the customer should have the option to cancel the order. Had I known this information before placing my order, I would have opted to purchase in stock product only or held off until the product was fully stocked. Pura has given no time frame on when the order will ship. I would like to cancel the order and terminate business with this company.

   

   

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

  Business Response

  Date: 02/09/2023

  We are aware of the significant order delays and are working on ways to prevent this going forward.

  The order from January 6th (PSI5380742) was shipped on 1/21/23. Tracking number: 9274890234813368520695

   

  Thank you!

• Initial Complaint

  Date:01/16/2023

  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 decided to try Pura based off of a recommendation from one of the influencers that I follow on Instagram. She was/is working with the company and was able to provide a discount for a six month subscription. However, after my second month, I started receiving incorrect fragrances. The last month was my December order, and I did not receive either of the correct fragrances. When I went online to file a replacement, they told me I can only replace one item, however, that order also had a fragrance that was spilled and leaking all in the bag. When I went online to cancel my subscription, I was informed that I had not met the 6 months which I can guarantee that I did based off of when the subscription started. They are now trying to charge me another $45 as I did not meet the requirement for the free diffuser. All I want is my correct fragrances and my subscription to be canceled without any penalty as it is not my fault that the company doesnt have the fragrances I requested.

  Business Response

  Date: 01/20/2023

  Hello,

  Our records do not show that this customer has tried to contact our support team to resolve her issues. 

  The customer, email ****************, has fulfilled the commitment for the 6 month/free diffuser promotion. If they could please email *********************************** with the reason they would like to cancel their subscription, our customer support team would be happy to help them.

   

  Thank you!

• Initial Complaint

  Date:01/15/2023

  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.

  I signed up for Pura scents on September 11th 2022. it was a subscription that if you use Pura scents for 6 months you get your Pura diffusers free. I have been using Pura for 4 months and I have had nothing but problems they ship out really late and sometimes don't ship out your full order or I get the wrong scent, and not to mention the scents only last 1 week and 3 months into my subscription they sent an email stating they were raising their prices for the scents which they were already overpriced and now they are so over priced I can not afford them I have canceled my subscription because they are a horrible company and can't keep up with demand and their customer service is horrible I didn't sign up to deal with a horrible company that can't even ship out their subscription orders on time. they SCAMMED me and I want to return ALL my products and get a refund. this company is a huge scam and within 2 weeks they charged $177.56! They are scamming people left and right and this company needs to be stopped! all I want is to return my items and for them to cancel this most recent subscription order that I have already asked them to cancel and they won't. I want my 177.78 back so I can finally be done with this horrible company.They know their company is a scam and that why they refuse to give refunds.

  Business Response

  Date: 10/20/2023

  We sincerely appreciate you taking the time to share your feedback with us through this platform. Learning about your experience, we're truly sorry to hear that your interaction with Pura fell short of your expectations. We understand the inconvenience this situation may have caused and extend our genuine apologies.
  
  While we are relieved that we could assist in providing a refund, we recognize that this measure doesn't fully amend the challenges you faced. It is regrettable that your journey to this resolution was not as smooth as we intended for our valued customers, and we deeply regret any stress or frustration incurred.
  
  Your feedback is invaluable to us, serving as a focal point for our continuous efforts to enhance every aspect of our customer service. If you have further insights to share or require additional assistance, we encourage you to reach out to our dedicated support team at ****************. Our email support is steadfast in offering prompt and thorough assistance, ensuring your needs are met with the highest level of care.
  
  At Pura, we are steadfastly committed to delivering top-notch customer service, and your satisfaction remains our utmost priority. The lessons we learn from experiences like yours directly inform our training and practices, underscoring our dedication to improvement.
  
  Thank you for bringing this to our attention, and for your patience and understanding throughout this process.

  Customer Answer

  Date: 10/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this happened over a year ago and I am just now getting a response? This company did not give me a refund on all the scents and made the experience very horrible and difficult. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 10/23/2023

  Hello,
  
  
  Thank you for reaching out and for giving us the opportunity to revisit your experience with Pura. We're truly sorry for the challenges you faced during your interactions with us back in December/January. It's clear that your experience was not up to the standard we aim to provide.
  
  
  We have reviewed our records and acknowledge that a refund of $44.78 was processed for your order **********. We understand the frustration and inconvenience that preceded this action, and we deeply regret any negative impact it may have had on your perception of our company.
  
  
  Looking back, we recognize that the situation could have been handled more efficiently, ensuring a smoother resolution process for you. It is disheartening to learn of your struggles, and we apologize that it took such lengths for your voice to be heard and your issue to be rectified.
  
  
  Your feedback serves as a crucial learning point for us, highlighting areas in our customer service that require significant improvement. We are dedicated to making necessary changes to prevent such incidents in the future and to better communicate with our valued customers like yourself.
  
  
  We appreciate your understanding and are grateful for the chance to correct our mistake, albeit post-factum. Please know that your satisfaction is important to us, and we are here to support you should you have any more concerns or require further assistance.
  
  
  Sincerely,
  
  
  The Pura Team

  Customer Answer

  Date: 10/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the way this was handled and unacceptable and I’m not sure why all of a sudden you are now reaching out about this. You deserve a bad review on BBB
  
  
  
  Sincerely,
  
  
  
  ***** *******