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:01/13/2023

  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 placed an order online (ORDER PSI5051458) on 12/4/2022 using their "free diffuser" promo, which required signing up for subscription deliveries of refills. I paid $64.72 for the order, which includes the diffuser and 4 refills. I am still waiting for this order, and cannot get a straight answer from customer service. The **** tracking information they provided has not updated since 12/8/22 and still says "Ready to Ship". One customer service representative told me my order has left the warehouse and to be patient. The same day I received another reply from a different customer service representative telling me it looked like **** had lost my package, and offering to ship out a replacement. When i replied back to confirm my shipping address as they requested, I then recieved another response telling me my order was shipped and to be patient. Now they will not respond to me. They are now deleting social media comments from myself and other unhappy customers. My "30 day free return" window has come and gone at this point, and now they are sending emails asking for my subscription payment.

  Business Response

  Date: 01/20/2023

   

  Customer *********************** placed an order on 12/4/2022. This order was shipped within 4 business days, however the order never progressed through the **** system. The customer reached out a few times to our support team. As of 1/20/2023, the order has been fully replaced, with additional fragrances added as an apology. Our customer care team was also able to provide a discount for the customer to be used on a future order. 

  
  At this time, it looks like the issue has been resolved.
  

  
  

• Initial Complaint

  Date:01/12/2023

  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.

  I was gifted a pura. It stopped working. I reported it to the company and they sent me a return label. The label had and address of a person who I previously gifted a Pura to. Since this was mine that broke, I crossed out that address and put my address on the return label. The company sent the replacement Pura to the address who I gifted the Pura to rather than my address. I signed onto my account and saw that it was delivered to the address where I gifted it to and not my address. They would not send a replacement to me and expected me to contact the person I gifted it to to ask them for it. I no longer speak to that person. The offered me a discount for a new one. This was 100% their fault. I am thus reporting poor customer service.

  Business Response

  Date: 10/23/2023

  We sincerely appreciate you taking the time to share your feedback with us. We're truly sorry to hear that your experience with Pura fell short of your expectations, and we apologize for any inconvenience you may have encountered, particularly with the issue of receiving a replacement at the correct address.
  
  We acknowledge the frustration this situation has caused, and we regret that our resolution, though *******, might not have felt sufficient. While we were constrained to offer a 50% discount on your next diffuser, we genuinely wished we could have done more to rectify the situation directly and completely to your satisfaction.
  
  Your feedback is valuable to us, as it helps us identify areas where we can improve and provide **************** to our customers. For any further concerns or assistance, you are always welcome to get in touch with our dedicated support team at ********************************* Our email support team is prepared to assist you promptly and thoroughly.
  
  At Pura, we are committed to delivering top-notch customer service, and your satisfaction is our utmost priority. We genuinely value your patience and understanding and are continually striving to ensure we meet the high standards our customers deserve. Thank you for bringing this to our attention. Your insights drive our efforts toward improvement and ensure such situations are handled more effectively in the future.

• Initial Complaint

  Date:01/10/2023

  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 ordered 3 diffusers from Pura with the understanding that for six months, I would order various fragrances to receive the diffusers at no cost. All sounded fine to me, until I received the product. It works for maybe a week or two, then the fragrance is not discernable. So I have been trying to get a refund since November - but because they are short staffed, response from customer service takes a very long time, and when it happens, it is copy/paste and not personal, which is not giving me the answers I need. Meanwhile, they continue to charge me and ship new fragrances. It's impossible to cancel and I've tried multiple, multiple times. I have sent the diffusers back, I do not want any further frangrances, and I want a refund for all transacations with them because I have not approved these shipments, and have been trying to stop them for months.

  Business Response

  Date: 01/18/2023

   

  Hello,

   

  This customer received the diffuser for free as part of a 6 month subscription commitment. As part of this commitment, customers are charged for the cost of the diffuser if the subscription is cancelled prior to fulfilling the 6 month commitment. This customer started a return for 3 diffusers on 12/30/2022. Unfortunately we do not see that those diffusers have been returned to us. The return label provided to the customer at the time the return was created shows that the items have not yet been shipped back to us.  (Label tracking number: **********************)

   

  I have re-sent an email to the customer with the details of the return label. Once the diffusers are sent back to us, we can proceed with cancellation of the subscription. 

   

  Thank you!

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18714871
  
  I am rejecting this response because:

  I do not know how to attach the lengthy and many, many emails I have sent to Pura from Gmail, begging them to remove me from their program.  I have sent the three diffusers back, I have no idea the status of the shipment, if the diffusers were received, nor have I received a refund for any of the multiple scents I've been charged for and never received.  There is no phone number to call - only email - and the email response is the same generic response every time.  It is maddening and should be against the law.  I was just recently charged ***** on 1/9/23 - for the 2nd time - for scents I have not received and that I do not want.

  BBB - please help me resolve this situation.  Without a phone number for the business, I don't know what else to do.

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

  Business Response

  Date: 02/10/2023

  To Whom It May Concern:

   

  We are happy to refund the charge for the diffusers, unfortunately we do not show record in our system that they were sent back to us. In addition, the return label issued by our returns portal has not been scanned by USPS, indicating that the diffusers were returned via a method outside of our standard procedure. Should the customer be able to provide proof (via tracking information) of a package being returned back to Pura, we can issue a full refund. 

   

  Thank you!

  Customer Answer

  Date: 02/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I used the shipping label given to me by PURA more than a few weeks ago, packaged up the diffusers, and dropped the package at USPS.  I did not receive a receipt of any kind - I simply handed the package to the postal worker.  BBB - I encourage you to delve more into this company because every single response (except for my refunds) that I've received from this company have put the blame on me, been incorrect, or told me to take further actions that were not possible (i.e. instructions on how to cancel a shipment, stop by subscription etc were never doable with the information sent to me.)

  PURA has recently given me refunds for the fragrances they incorrectly sent me.  I appreciate it - that's all I ever wanted - along with them canceling the subscription and to never contact me again.  I'm rejecting the specific response below because it is 100% inaccurate.  You can close this case, but again, they should be scrutinized more for their unlawful practices.

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

  Business Response

  Date: 10/23/2023

  We sincerely appreciate you taking the time to share your feedback with us. We're truly sorry to hear that your experience with Pura fell short of your expectations, and we apologize for any inconvenience you may have encountered.
  
  We understand this incident occurred some time ago, but upon reviewing our records, we found that the devices were, unfortunately, never shipped, and the provided shipping label remained unused. We apologize for any confusion this caused. It's important to note that we did process a refund for the fragrances that were not to your liking and offered guidance on how to navigate the subscription cancellation. We regret any inconvenience experienced and are here to support any further needs or clarification you may require.
  
  Your feedback is valuable to us, as it helps us identify areas where we can improve and provide **************** to our customers. You can always get in touch with our dedicated support team at ********************************* Our email support team is ready to assist you promptly.
  
  At Pura, we are committed to delivering top-notch customer service, and your satisfaction is our utmost priority. We genuinely value your patience and understanding a
  Thank you for bringing this to our attention.

  Customer Answer

  Date: 10/23/2023

   
  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:01/09/2023

  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 had a subscription to Pura and was originally very happy with the service. My automatic subscription for Dec 1st was placed and, after a few weeks of not receiving my product, I contacted the company via online chat. They acknowledged the delay was due to a fragrance being out of stock and asked me to wait another week which I did. I got an email saying I wasnt going to be charged for the out of stock fragrance and they were going to send me a free alternative fragrance for the inconvenience. I never received ANY fragrances from December, despite being charged for the one that was in stock. I tried contacting the company via their online chat and was not able to talk to a live agent. It just sends you to the autogenerated responses which arent helpful. The company buries their phone number on the website so you cant find it easily. I finally found a phone number and they completely disconnected their phones so you cant get in touch with someone that way either. I then found an email to contact them and have not received a response. Obviously, I cancelled my subscription several weeks ago when this all started because I am very upset with this company. Despite cancelling my subscription they charged me AGAIN today for 2 fragrances! I went on the website to delete my credit card and it wont let me do so. It only lets you add a new card. This company used to be good, but at this point they have stolen $30+ from me since they have charged my card and I have yet to receive ANY product. I have tried contacting the company directly but they have literally made it impossible to work with them by eliminating their live chat and shutting down their phone lines.

  Business Response

  Date: 01/18/2023

  To Whom It May ********************************** ******************************* placed an order on 12/2/2023. This order was unfortunately delayed due to unprecedented order volumes and warehouse issues that Pura experienced during November and December 2022. 

  
  The order from 12/3/2023 was shipped on January 8th, 2023 (tracking number: ******************************). Tracking shows that the order was delivered to the mailbox on January 12th. 

  
  The customer emailed our support team on January 4th, to which they received our automatic reply stating there would be delays in responding due to high volumes. A customer care representative replied to the customer on January 11th and issued a full refund for the order from December. 

  
  Thank you!
  
  

• Initial Complaint

  Date:01/07/2023

  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 placed a large order with Pura on December 12th, 2022. The order confirmation email stated, Due to holiday season volume, please anticipate potential shipping delays up to **** days. We will keep you updated on your order as its being processed and shipped. So I expected that I wouldnt receive my shipment before Christmas.. But I decided to reach out to their support for help on the 22nd of December. They responded 4 days later stating, customer. We have an update on your order status.Due to unprecedented order volumes and warehouse issues, orders have been significantly delayed. Were doing everything we can to get your order to you as quickly as possible.- Were expediting the fulfillment of all orders so you get your items in a timely manner.Again, we truly apologize for the delay. These systematic updates are already in place and we can assure you your order will continue processing as fast as possible. Unfortunately at this point in the process, we are unable to cancel or edit your order.So I have waited and checked on my order daily and it still says Ordered, status unfulfilled, pending. My money was taken at the time of purchase and I would be fine if I felt like I could get a timeframe of when to expect my order but when I emailed again on January 6th, 2023. They ignored my questions about my order and offered me a 25% of code. I emailed back saying I wasnt interested in purchasing anything else until I get my original order and they stopped responding. Sure, a 25% off code is great but why would I spend any more money with a company that has failed to even give me any info regarding something I purchased almost a month ago.Im a pretty understanding person but feel like this is a completely inappropriate way to conduct business.If they had said we are behind on orders by over a month I probably would have chosen something else.

  Business Response

  Date: 01/18/2023

  To Whom It May *************************** PSI5135593 for customer ****************** was placed on 12/12/2022. This order was unfortunately delayed due to unprecedented order volumes and warehouse issues that Pura experienced during November and December 2022. 
  
  

  At this time, it looks like the order is stuck at one of our warehouses. I have contacted our team to push the order through and in the meantime have issued a full refund for the order. 

   

  I am so sorry about these delays!

• Initial Complaint

  Date:01/03/2023

  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.

  1. Purchased 10EA ******* Fir scents on 11/29/22. 2. My card was charged in full on 11/29/22 with no proof of shipping. While this is not illegal to do it is not the industry standard. Red flags immediately when an organization conducts business by pre charging your card (they make interest off of your money in the period it takes them to ship your product!)3. Looked into order status and reached out to Pura on 12/22/22 to cancel the order. At this point they have $161.00 of my money as of 11/29/22 and order still said "in process".4. Received an auto generated response that they cannot cancel orders once they are placed-not true.5. 1/3/22 still do not have my order and they have had my $161.00 since 11/29/22.6. No longer need the items and do not have them in my posession.7. 1/3/23 Disputing the charge with my bank.

  Business Response

  Date: 01/20/2023

  Customer ************************* placed an order on 11/28/2022. This order was unfortunately delayed due to unprecedented order volumes and warehouse issues that Pura experienced during November and December 2022. 

  
  The order from 11/28/2022 (PSI4964968) was shipped on 12/31/2022 (tracking number: ******************************). Tracking shows that the order is scheduled for delivery on 1/4/2023.
  

  The customer submitted a request to cancel their order on 12/19, at which time they were instructed that our team was unable to make any changes or cancel any orders due to system limitations. This is correct, as the support team is unable to cancel orders once they are placed and are processing within the warehouse. 
  

  As the customer has submitted a dispute with their bank, we are unable to refund the order or issue any credits until the dispute is resolved.
  

  
  

• Initial Complaint

  Date:01/03/2023

  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.

  I placed an order (PSI4994118) on 11/30/2022. The email stated that shipping would be in **** days due to the holiday delays. It is 1/3/2023 and I still have not received my order. Furthermore, I have requested via email twice for the order to be cancelled and that I receive a refund, but NO RESPONSE. All of the items in my order were for Christmas. They do me no good now. I have followed the protocol about not continuing to email. After hours of trying to get on chat, I was able to and the agent informed me I could not be refunded and I would need to wait until I receive all of the items then follow the return process. This is ridiculous. It is not my fault that the company was not able to handle holiday purchases and now I am out $99.15 AND was not able to have the items I purchased for Christmas. It should not be appropriate to tell customers they must continue to wait, then fill out return process, take the items to ship back, etc. This makes no sense. As a customer I feel like I am doing more work to get my $99.15 back than the company is doing to retain their customers.

  Business Response

  Date: 01/18/2023

   

  To Whom It May *************************** ********************* placed an order on 11/30/2022. This order was unfortunately delayed due to unprecedented order volumes and warehouse issues that Pura experienced during November and December 2022. 

  
  The order from 11/30/2022 was shipped on 1/3/2023 (tracking number: **********************). Tracking shows that the order is scheduled for delivery on 1/6/2023.

  
  The company proactively issued a 20% refund due to any delivery delays via a systematic update. This refund for $18.99 was processed on January 9th. 

  
  Thank you!
  
  

• Initial Complaint

  Date:01/02/2023

  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.

  They take money out of my account and dont send product

  Business Response

  Date: 01/18/2023

   

  To Whom It May *************************** ***************** placed an order on 12/13/2022. This order was unfortunately delayed due to unprecedented order volumes and warehouse issues that Pura experienced during November and December 2022. 

  
  The order from 12/13/2022 was shipped on 1/9/2023 (tracking number: **********************). Tracking shows that the order was delivered to the mailbox on January 12th. 
  

  Please note that our records do not show that this customer has tried to reach our support team to resolve the concerns. The last email communication to the customer was sent to us in October 2022. 
  

  Thank you!
  
  

• Initial Complaint

  Date:12/30/2022

  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.

  Buyer beware. This company advertises like no other company I know. I see their ads all over social media and every other influencer advertises promo deals for their product. I signed up for the 6 month deal in November (get a free device in exchange for ) months of paid fragrance deliveries by the consumer. From the first delivery, issues arose. I only got one scent and had to call the company myself to get an explanation on why my second scent was not delivered. Here I am now well over a month later and both of my original scents are out of oil with no shipment in sight. Had I not reached out to the company, I probably would still not have an answer. I tried to call but got a message that the entire company was taking a much-needed holiday break from 12/23 to 1/3. I sent an email and asked for an update on my delivery. I surprisingly got a response that said one of my scents was out of stock. Had I known, I would have changed the scent earlier. I went to the app, but was unable to make changes to the current order. I got another email saying had I ordered by 12/9, I would have gotten my product by Christmas; however, their own confirmation email said 12/12 (my order date). Like they were trying to get out of their mistake. The only relief I have at this point is a 20% refund of my order (less than $5) with, still, no shipment date in sight. And Im unable to change my fragrance since the order has already been processed, even though one of my scents is out of stock. This company is a mess! They are too interested in getting new customers and not invested enough in maintaining their existing customers. I want answers now. And if not, I want out of my 6 month subscription obligation. This is ridiculous and a horrible example of good customer service.

  Business Response

  Date: 01/18/2023

  To Whom it may concern,

  
  Here is a breakdown of the orders for *************************:

  
  PSI4743160 - Placed 11/12/22 / Contained: Device and 2 Fragrances
  Unfortunately one of the fragrances ordered was OOS. On 11/22/22, we shipped the part of the order that was in stock, the remaining scent was shipped on 12/1/22.
  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
  
  
  PSI5128447 - Recurring subscription order placed on 12/12/22 / Contained 2 fragrances
  This order was delayed due to unprecedented order volumes and warehouse issues that Pura experienced during November and December 2022. This order was shipped on 1/6/2023 and tracking (******************************) shows as delivered on 1/11/2023. 
  
  
  Our current order timeframes are ***** business days, as we are still recovering from the influx of orders during the holiday season. 
  
  
  The next recurring order (PSI5433194) is currently processing. I have issued a full refund for this order as an apology for the delays the customer has experienced.
  
  
  Thank you!
  

  
  

  Customer Answer

  Date: 01/19/2023

   
  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:12/28/2022

  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.

  The company offers a trial program where they send customers a free diffuser if customers agree to purchase their diffuser fragrances for 6 months (equivalent to 6 x $25 so $150). Because it's been over 30 days since my trial began, per their trial terms they are not willing to release me from the trial despite the following:
  1) Original fragrances no longer in stock -- the specific fragrance i signed up for is no longer in stock.
  2) Samples inaccessible-- despite what customer care claims, it's not possible for trial members to add samples to their orders (because it's only possible to add samples to the regular cart, not the trial cart, which is what trial customers have access to). And even if it was possible to add samples, I've been told they're out of stock.
  3) Price hike since trial begun -- they jacked prices a month after I started they claim to honor the original price on the original fragrances ordered, however the original fragrances I signed up for are out of stock, and in swapping them out for new fragrances, I am stuck with a higher price point.
  4) Broken app interface -- my diffuser has been inaccessible to me half the time because the app is buggy and I've tried all their troubleshooting to no avail.
  In sum, I have been forced to commit to purchasing $150 worth of goods for a product that doesn't work and is different than the one I signed up for. This feels like a blatant abuse of power. Please help.

  Business Response

  Date: 10/23/2023

  We sincerely appreciate you taking the time to share your feedback with us. We're truly sorry to hear that your experience with Pura fell short of your expectations, and we apologize for any inconvenience you may have encountered.
  
  We understand there was confusion regarding the terms of our 6-month promotion for a complimentary device. It was never our intention to mislead, and we apologize if the details of this offer were not made clear from the outset. While we were able to make an exception in this instance and provide a full refund, we deeply regret any frustration or dissatisfaction this situation may have caused you. Our hope was for you to enjoy a seamless and positive experience with us, and we're sorry that we fell short of that goal.
  
  Your feedback is valuable to us, as it helps us identify areas where we can improve and provide **************** to our customers. You can always get in touch with our dedicated support team at ********************************. Our email support team is ready to assist you promptly.
  
  At Pura, we are committed to delivering top-notch customer service, and your satisfaction is our utmost priority. We genuinely value your patience and understanding and are taking steps to ensure clearer communication in our future interactions. Thank you for bringing this to our attention.