Complaints

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

close

Find a Location

Pura has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/27/2022

  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.

  During my initial order, the Pura app glitched during the payment session, thereby duplicating my order. I attempted to cancel the duplicate order and received a response that order cancellation is not possible.
  The order created duplicate subscriptions, so a month passed and once again I was unable to cancel BOTH orders. However, five days passed, and Pura emailed to tell me the things I ordered were out of stock. Rather than offering me a refund, Pura stated that the out of stock items would be replaced with other items that I did not order. I once again requested a cancellation/refund, and I once again received an automated email that orders cannot be cancelled because of "quick processing." 17 days have passed and I have received neither what I ordered (out of stock) nor what they decided to send me instead.
  On reviewing their social media comments, nearly everyone who has ordered is experiencing the same issue, and no one is able to get in touch with anyone at the company to resolve it.

  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 unexpected issue of the order duplication and subsequent challenges.
  
  We acknowledge the frustration you must have felt due to the app's malfunction during the payment process and the difficulty in canceling the unintended duplicate order. Furthermore, the situation was certainly not helped by the unavailability of your initially chosen items and our decision to replace them without prior confirmation from you, which understandably added to the confusion.
  
  Your feedback is valuable to us, as it helps us identify areas where we can improve and provide **************** to our customers. We are taking your input seriously and are actively working to enhance our systems and processes to prevent such occurrences in the future.
  
  You can always get in touch with our dedicated support team at ********************************* Our email support team is ready to assist you promptly with any further clarifications or additional support you may require regarding this matter.
  
  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 in this regard. Thank you for bringing this to our attention. Please rest assured we are dedicated to rectifying such issues and ensuring a smoother experience for all our valued customers.

• Initial Complaint

  Date:12/26/2022

  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.

  I was charged $25 on November 18th as part of my scent subscription with Pura. After a week of hearing no updates about my order, I reached out to see what the status was and didn't get any response until I contacted them a second time (after I had found out on my own the product I ordered was sold out). They offered to send me two free scents, which would have been satisfactory, but the free replacement scents were never shipped out either. It has been almost two months of back and forth with Pura and receiving conflicting messages from them regarding the status of my order and trying to get out of my subscription. They did issue me a random $11 refund, but I never received a response when I asked what this was for and it was obviously not the full amount of the scents that I paid.

  Business Response

  Date: 10/23/2023

  Thank you for sharing your experience with us. We sincerely regret the inconvenience you faced with the delays and the confusion surrounding your order and the partial refund. It's disheartening to learn when any part of our customer journey does not meet expectations, and we acknowledge the frustration this situation must have caused.
  
  We understand the importance of clear communication and timely updates, and it seems we fell short in this instance. Your experience has highlighted areas for us to improve, particularly in maintaining strong communication lines and managing stock more effectively to prevent such issues.
  
  Looking back, we see the value in every customer's experience as a lesson that guides our growth and refinement in service delivery. We may not be able to change the past, but your feedback contributes significantly to our ongoing commitment to better our operations.
  
  We appreciate your patience in this matter and your willingness to communicate your concerns, even though time has passed. 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:12/26/2022

  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 was charged for my December order on 12/5. By the middle of December I had not received my order so after a struggle to even get to the chat center I was told there was a delay due to the holidays. I was NOT told that either fragrance was out of stock nor did I receive an email asking me to switch scents due to stocking issues. It’s now 12/25 and order is still unfulfilled and they are “closed” till 1/3. I do not want my card charged for January without my December shipment sent. This is the worst customer service. I have attached pictures of my unfulfilled order showing neither says out of stock.

  Business Response

  Date: 10/23/2023

  Thank you for providing detailed feedback about your experience with us. We sincerely apologize for the delay you experienced with your December order and understand the distress and inconvenience this caused, especially during the holiday season.
  
  It appears that, in this instance, our service did not meet expectations, particularly regarding communication and the fulfillment process during a high-demand period. We acknowledge how important it is for our customers to receive timely updates about their orders, especially when there are unexpected delays.
  
  We recognize the frustration caused by the lack of clear communication regarding stock availability and the status of your order. It’s evident that this situation highlighted areas where our customer interaction and inventory notification systems could be enhanced.
  
  Please know that your feedback provides us with valuable insight into how we can improve our operations, particularly during busy periods. We deeply regret the stress caused by this experience and are grateful you brought this to our attention, contributing to our ongoing efforts to enhance our service.
  
  For any future questions or assistance, please don't hesitate to reach out to us at ****************. We're here to help.

• Initial Complaint

  Date:12/21/2022

  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.

  Pura - I subscribed to Pura a few months ago and didn't have any issues until the last two months. The company claims they are having shipping problems, but when you try and contact them they have shut down their phone lines. You cannot contact anyone, emails have not been returned, there is no way of getting a hold of anyone. I have two outstanding orders that were charged to my credit card and no shipment for either order. I want a refund for the two orders.

  Business Response

  Date: 10/23/2023

  We want to extend our sincerest apologies for the recent issues you've faced with our service, particularly regarding shipping delays and the difficulties you've experienced in reaching out to our support team. We understand how frustrating it can be to face such challenges, and we regret any inconvenience caused.
  
  We acknowledge that our decision to operate without direct phone support can be problematic for customers who prefer immediate, real-time conversation. This operational choice was made with the intention of streamlining communication, but we recognize it has also presented challenges in situations like yours.
  
  It's disheartening to hear that you've had trouble with your recent orders and experienced delays in receiving responses from us. This is not the level of service we aim to provide, and we genuinely appreciate your patience as we navigate these operational challenges.
  
  Please rest assured that your feedback is instrumental for us as we continuously work to improve our customer service experiences. We regret the issues that led to this less-than-satisfactory experience, and we're grateful you took the time to inform us. Your insights contribute greatly to our ongoing efforts to enhance our service.
  
  Should you have any further questions or need assistance, we encourage you to contact us via email at ********************************* We are committed to ensuring that your concerns are addressed.

• Initial Complaint

  Date:12/21/2022

  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.

  On October 17, 2022 I saw an ad for Pura Scents on Instagram. I signed up for a 6 month subscription, I would get a free diffuser and buy two scents. After receiving those I have yet to receive my orders for November and December but the money has been taken out my account. If I unsubscribe before 6 months I will be charged for the diffuser and not reimbursed for the two months I paid and received nothing. They have my credit card on lock and can take money out when they please. I am not receiving any product. I can't speak with anyone. I received an email response a week after I emailed them and they stated that there was a back up in shipment. There has been 2 monthly payments taken out of my account. They have control over my debit card.

  Business Response

  Date: 12/22/2022

  Due to unprecedented order volumes and warehouse issues, orders have been significantly delayed. Were doing everything we can to get orders out as quickly as possible, including:

  
  - Weve brought on additional warehouses to manage the influx of orders and get orders fulfilled ASAP.
  - 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. For the most up to date information, you can track the status of your order by visiting: https://www.trypura.com/pages/order-lookup.
  Please note that this is the same information available to our internal team.
  

  I am happy to cancel the subscription for the 6 month commitment, however this would require a return of the diffuser in order to avoid being charged the price of the diffuser. If this is how you would like to proceed, a return can be initiated here: https://returns.trypura.com/#/

• Initial Complaint

  Date:12/16/2022

  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.

  On 10/29/22 I agreed to a six-month subscription of 2 Pura fragrances per month @$26.72 per month for a free Pura Diffuser. I received the device in early November ************************************************************** early December 2022. On 11/30/22 I received an email saying my upcoming subscription order was "on hold." I attempted to contact customer service thru live chat on 12/16/22, but all that was available were canned responses. I called customer service phone number but their lines were shut down and I was directed to text. I sent text and was redirected back to live chat. I have exhausted all avenues and want a refund AND to have my 6 month subscription terminated. Had I known they would not deliver I would have cancelled withint their 30-day window.

  Business Response

  Date: 12/22/2022

  Due to unprecedented order volumes and warehouse issues, orders have been significantly delayed. Were doing everything we can to get orders out as quickly as possible, including:
  - Weve brought on additional warehouses to manage the influx of orders and get orders fulfilled ASAP.
  - 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. For the most up to date information, you can track the status of your order by visiting: **********************************************************.
  Please note that this is the same information available to our internal team.
  
  Should the customer still want to cancel their subscription, they may do so by opening the Deliveries tab in the Pura app. Under Upcoming Charges, tap the three dots and select unsubscribe.

  
  
  

   

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18600878
  
  I am rejecting this response because:  I am not able to cancel the subscription, the options described are not present in the Pura app because I received a free diffuser and have a six-month subscription.  I did not cancel before the 30 day period because I was happy with the product and expected refills would continue to be delivered.  This has not been the case.  I have paid for refills to be delivered monthly, have received nothing, and there is no customer support or customer service to assist.  Given the incredible amount of similar complaints it is unreasonable for me to expect my outcome will be different.  I want the subscription cancelled as I cannot do it myself because of the way I signed up.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/03/2023

  To Whom It May ******* - 

   

  It looks like this subscription was started 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. You can review the terms and conditions of the agreement here: ********************************************************************************
  
  
  If you are still wanting to unsubscribe you may do so by opening the Deliveries tab in the Pura app. Under Upcoming Charges, tap the three dots and select unsubscribe. You may also contact our support team by emailing us at *********************************** and we can help you to unsubscribe. To avoid the being charged for the diffuser, we would require the product to be returned to us. You may start a return for the diffuser by contacting our support team or visiting our returns portal: **********************************************

   

  Thank you!
  
  
  
  
  
  

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18600878
  
  I am rejecting this response because:  Immediately following the 30-day window in which I could cancel, I received an email from Pura (on the date I should have received my first subscription delivery) indicating that my fragrance subscription delivery was "on hold."  After several weeks, I attempted to find customer service support only to find this company has none.  Their purported customer service phone number had been "taken down" and I was directed to text.  When I sent a text message, I was directed to the online chat -- which is NOT chat, it is simply a compendium of help documentation.  Email complaints were responded to with a canned message indicating they were overwhelmed with orders and would get to responding when they could.  Yes, I received a free diffuser in exchange for a 6-month subscription, but the contract was that I would actually receive timely deliveries of fragrance refills for that subscription.  Not that I would simply continue to be charged and have no product to show for it.  I am happy to send back the diffuser as I will never use it or their products again.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/14/2022

  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 signed up for a subscription service to receive the Pura diffuser for free. I placed my monthly order for 4 scents on November 17, 2022. I have yet to receive a shipping confirmation and I e made several attempts to contact the company via live chat/Customer service because they do not have a working phone number. Ive yet to hear back from the company and have never received my order almost a month ago. The next order is set for December 30th and I would like to cancel because I am unsatisfied with lack of customer service.

  Business Response

  Date: 12/14/2022

  Order PSI4802777 was placed on 11/17. This order contained fragrances that were out of stock so the order was unable to ship. The customer was sent an email regarding the delay in the order on 11/28/2022. 

   

  The customer had emailed into our support team on 12/3/2022 regarding this order. The team replied on 12/9, but received a bounce back from the recipients email address, so the email was unable to be delivered. 

   

  I have issued a full refund for order PSI4802777 as the order has not yet be able to ship due to insufficient inventory.

   

  Thank you.

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18573311
  
  I am rejecting this response because:

  I appreciate the refund; however, I do not accept the response that they responded to me nor did they notify me of any delays. I have checked my emails thoroughly and there is nothing. I checked my Pura account and there was no information available. I will not ever support this company and I want my subscription canceled without the penalty of being charged my diffuser. I cant even use it without my products. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/22/2022

  We are happy to cancel the 6month subscription. We would require the diffuser to be returned to us. The customer may initiate that return by visiting our returns portal (https://returns.trypura.com/#/).  The subscription may then be cancelled by opening the Deliveries tab in the Pura app. Under Upcoming Charges, tap the three dots and select unsubscribe.

   

  thank you!

  
  

• Initial Complaint

  Date:12/09/2022

  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 ordered the pura diffusers and subscribed for the apple orchards and pumpkin &sweet vanilla sets to he sent to me every two weeks I got a email saying order number PSI4785358 with my apple orchards was on its was it still hasn't been delivered nor have I received my pumpkin sweet vanilla sent Now I'm out of sent to refill my plug-ins If their not going to have these seats in I would like my fill money back so I can order a plug-ins that have the sents I'd like to have in my home

  Business Response

  Date: 12/22/2022

  To Whom It May ****************** 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, including:
  * Weve brought on additional warehouses to manage the influx of orders and get orders fulfilled ASAP
  * Were expediting the fulfillment of all orders so you get your items in a timely manner

   

  Order PSI4785358 is still showing as processing, as we are continuing to wait on inventory for this item. We are aware of these delays and an email communication was sent out in December letting the customer know of the delay, offering a 20% refund on the order, and sending a $20 gift card as an apology. 

   

  If additional information is needed, please reach out to ***********************************

   

  Thank you!

• Initial Complaint

  Date:12/08/2022

  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 signed up for a subscription for a minimum of 6 months to get a free defuser. I liked the scents and signed up for a second defuser subscription under email: ***************************.
  If we cancelled within 30 days we would not be charged for the defuser and because I didn’t like the scents under the 2nd subscription I cancelled. I initiated the cancellation online and mailed back the defuser with the label they emailed me. I was subsequently $76.12 on 11/17. However, I got an email after stating that they were preparing to send scents for this subscription so I replied to the email letting them know that the subscription was cancelled and to not mail any scents. No one responded and got a subsequent email stating my shipment was sent. I was charged $24.36. I logged in and still saw an active subscription even though I canceled and was refunded. I proceed to manually cancel again but unfortunately canceled under the wrong account *******************. Since that subscription was over 30 days I was charged $47..85 for the defuser. I tried to reinstate this subscription but it wouldn’t let me. I logged in to the account that I was canceled and refunded on and was charged another $47.85 for a defuser they already received and credited me on.
  I have emailed this company several times to resolve this issue but no one responded. I tried texting and calling but it redirects me back to their email. As a last resort I sent a Facebook message and they said they responded that they would “pass it along” for someone to call me and have not heard back. I’m not sure how to get my issue resolved as it is impossible to get in touch with anyone and it is quickly approaching 30 days. I am in need of a refund and to have my subscription reinstated to fulfill the free defuser requirements. I will be initiating a refund request for $24.36 for the 2 scents they charged me for.

  Business Response

  Date: 10/23/2023

  We want to extend our sincerest apologies for the confusion and frustration you've experienced regarding your subscription and the subsequent challenges in communication. It's evident that the process was not as seamless as we aim for it to be, and for that, we are truly sorry.
  
  The situation you described, including the difficulty with the cancellation, unexpected charges, and lack of responsive communication, certainly doesn't reflect the hassle-free experience we strive to offer our customers. We understand how these complications have led to a disappointing and confusing scenario, especially concerning the charges after the return of the diffuser and the subsequent communication attempts.
  
  Please know, your experience is taken seriously and is crucial for us as we work continually to improve our customer interactions. While we cannot change the past, we are learning from your experience to enhance our future operations.
  
  For any further queries or assistance, you're welcome to contact us directly at [email protected], and we assure you of our prompt attention to your concerns.

• Initial Complaint

  Date:12/06/2022

  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.

  Early October 2022, I fell prey to the instgram advertisement of PURA which involved a 6 month subscription by receiving the "complimentary" Pura device and two fragrance bottles for the device (appx $11 - $13 each) in exchange for a monthly charge of $25 (to cover the fragrances). I was able to successfully receive this shipment and install the fragrances and utilize the device. Early November, I placed my order for the next 2 fragrances, by mid November one of them arrived, with no note on the 2nd. I checked my account and viewed the 2nd is out of stock. The 2nd was an xmas fragrance, by the time it comes in stock, the holiday will be over and I will no longer need. As I tried to communicate an alternative- the company offers no support, no ph#, no address, no person. Only an email support address that only offers automated response. They deduct your payment and send no products and do not communicate why. this company needs to be OUT OF BUSINESS! Upon further research to other social media platforms, I can see a multitude of consumer comments regarding the exact same issue. Subscriptions without promises to fulfil their end of the bargain.

  Business Response

  Date: 12/14/2022

  To Whom it May Concern - 

   

  Customer ***** ******** had a subscription order placed on 11/18. This order contained a fragrance that went out of stock before the order could be fulfilled. Customers are notified through their app if a fragrance is out of stock and they are given the option to switch. On 12/6, the customer emailed into our support team and received our standard auto reply which states that emails will be responded to as quickly as possible, we do have a small delay due to the busy-ness of the holiday season. On 12/7, the customer reached out on Social Media and was responded to immediately and a free replacement order sent out. Because the issue was resolved over social media, our support team did not respond to the original request. 

   

  Thank you!

  Customer Answer

  Date: 12/14/2022

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