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:12/02/2022

  Type:Sales and Advertising 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.

  This company took money from me for products that I never received. I am signed up for a subscription service to receive three fragrances every few months. I was supposed to receive a shipment 11/17/22. On 11/23, I realized I did not receive a notice it had been shipped, so I reached out to a customer service rep. *** representative stated that the order was on hold because one of the three fragrances was out of stock. I stated, just to clarify, your company is taking my money for a product they know is out of stock, without notifying me of the delay or shipping my order? *** rep apologized for the frustration.*** rep then helped me set up my order to drop and refund the fragrance out of stock and ship the other two. November 29, still nothing has even shipped. I reach out again. On their website, it is very difficult to find the chat with a live person. It is almost as if they are intentionally hiding from their customers. Once I finally find it, the customer service rep ******* me my fragrances would be shipped this week. ***y are flooded with orders from Black Friday so things are moving slow. I remind them I have been waiting for my order since 11/17 and ask for expedited shipping due to the inconvenience. Im told thats not possible, so I just continue to wait. Today is Friday, 12/2 and the order hasnt been shipped yet. Meaning it likely wont ship until at least Monday 12/5. I have already paid for both products. I dont know if there is a supply issue or shipping problem, the company has not made any attempt to contact its customers with an update. I just would like transparency about what is happening with the products I have already been charged for and an accurate timeline of when I can expect to have my order. I realize the long holiday weekend was in there, but communication is key. Have a deadline to order by to receive products for the holidays or something.

  Business Response

  Date: 12/14/2022

  Customer *********************************** original order was held due to items being out of stock. When the customer contacted us on 11/23, a replacement order was placed. this order was placed free of charge to the customer.Due to holiday delays at the warehouse, the order shipped on 12/3/2022 and records indicate a delivery on 12/7/2022. 

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

• Initial Complaint

  Date:11/29/2022

  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 placed a order with the company Pura and havent received my order nor does it show my order to even be shipped out. *** sent several emails and messages to the company with no replys. Would like them to ship my order I paid for.

  Business Response

  Date: 12/14/2022

  To Whom It May ************************************************** ********************* placed an order on 11/18/2022. This order was delayed due to holiday shipping issues as the warehouse. The order shipped on 12/1 and our records show delivery on 12/5/2022.  ****** reached out to ************* on 11/28/2022; her email was responded to on 11/29 explaining the holiday delays and offering a way for her to track the status of her order. 

   

  I have issued a refund for this order today, 12/14/2022. 

   

  Thank you!

  Customer Answer

  Date: 01/09/2023

  I placed my order on 12/20/21 and have still not received my order! I have emailed the company several times and they sent me a confirmation that my order had shipped out but upon tracking my order **** never received it and it never moved in shipping! They were supposedly sending me a replacement order but have stated that it may not arrive until another two weeks or so! A company shouldnt take a month to get your order to you that youve paid for! Id like my order to be expedited and shipped out! My order # is PSI5206796

   

  Desired Outcome: Delivery
  

  Business Response

  Date: 01/18/2023

  To Whom It May ********************************** ********************* placed an order on 12/20/2022. This order was unfortunately delayed due to unprecedented order volumes and warehouse issues that Pura experienced during November and December 2022. 

  
  The order from 12/20/2023 was shipped on 12/30/2022 (tracking number: **********************). Tracking shows that the order was delivered to the mailbox on January 13th. 

  
  The customer contacted our support team on 12/30; received a reply on January 3rd. Customer emailed again on January 6th and received a reply on January 9th. In this conversation we could see that the order was not making any progress through **** tracking so a replacement order was entered. PSI5410068. This replacement order is still processing at our warehouse and should be shipping soon. Our current shipping & processing times are ***** business days. 

  
  Thank you!
  
  

• Initial Complaint

  Date:11/28/2022

  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 subscribed to receive a free diffuser with a 6 month subscription. I had no issues my first 2 months. Now here we are. My account was charged on November 5,2022 and I have not received my order. Today is now November 28,2022 and I still have nothing. I have sent email upon email and "live" chatted numerous times( with what clearly is a machine.) I'm out money and they won't allow me to cancel without an additional $44 fee. What a scam!

  Business Response

  Date: 12/14/2022

  Regarding Customer: *************************

  The customer states that orders are missing products. This is due to our shipping process; If an item is not in stock at the time of shipment, the order will be split and we will send in stock items out, while keeping the order for the out of stock items on hold. In November we discovered an issue with our out of stock process and notified all impacted customers. ************************* was a part of this situation. He received the following email from our marketing department:
  
  Were so sorry that youve been waiting so long for your order to ship.We've identified a holdup with a batch of orders in our warehouse that has caused other orders to be put on hold as well, so were working hard to get it fixed in the next few days. We anticipate your order to ship within the next 57 business days. Watch for your shipping confirmation email coming soon. 
  As an apology and to show our appreciation for your patience, well be sending you a $20 Pura gift card to the email tied to your order. You can expect two emails from us  this weekthe first will be a confirmation email and the second will contain the gift card. 
  We sincerely apologize and appreciate your patience during the busiest time of the year. 
  
  
  A gift card in the amount of $20 was issued to **** on 11/30/2022. 

   

  In addition, this subscription was started with the promotion of free diffusers in exchange for a 6 month commitment to the subscriptions. The details of this subscription were specified in the check out process when this customer purchased their diffuser and subscription. 
  
  
  
  Thank you!

• Initial Complaint

  Date:10/24/2022

  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.

  Company is refusing to uphold their end of the purchase by not sending an order paid for in a timely manner and continues to not do as requested. A cancelation was requested due to nonfulfillment status and unshipped. I did screenshot my account before any rep response to show proof. Refuses to refund the products and subscription which is due to autoship in a week and a half and I still haven't even received the first order. I ordered these to have them BEFORE our holiday party for this Wednesday evening. Obviously won't be here. Refuse to suppose fraudulent business practices, especially those that are intentional in such practices. I can email many screenshots if not enough room on here
  
  Order placed: Oct 9th
  Order Follow-up on unfulfilled status/shipping: Oct 14th
  Order Follow-up unchanged status, requested cancelation PREVIOUS to any new response from rep: Oct 21st.
  Rep simply changed status, printed a label, refused to cancel: Oct 21st
  Checked Status online WITH PURA (fulfled) and with USPS (only label printed, not yet received by USPS): OCT 24TH.
  Will be filing a formal complaint for fraud.
  *sent allow the above at 10.24 at 824am cst to support chat thread.

  Business Response

  Date: 10/23/2023

  We truly apologize for the series of unfortunate events you've experienced with your order and the subsequent communication with our team. It's clear that the delays and our response fell significantly short of both your expectations and the standards we set for ourselves.
  
  Understanding the time-sensitive nature of your order, especially concerning your holiday party, we recognize how our delay in fulfillment and the perceived lack of flexibility and responsiveness could lead to considerable frustration. It is disheartening to learn that these circumstances have prompted concerns regarding our business practices.
  
  Your feedback highlights critical areas requiring our attention and underscores the need for immediate improvements in how we handle order fulfillment and customer communications. While it doesn't change your experience, please know that your voice is instrumental in helping us address these gaps.
  
  We acknowledge the trust you placed in us with your order, and we regret the ensuing complications. If you have any more insights to share or need further assistance, please don't hesitate to reach out to us at ****************. We are here to listen and ensure your concerns are addressed appropriately.

• Initial Complaint

  Date:10/10/2022

  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 have had a scent subscription for over 6 months. I spend between $25-$50 a month on fragrance cartridges. Recently my diffuser stopped working. When I purchased, they guaranteed tech support/customer service. I have tried to email, start chat, and FB Messenger in an effort to have my device replaced. I can’t get a response from anyone at this company. I just want a working device.

  Business Response

  Date: 10/23/2023

  Thank you for reaching out and expressing your concerns. We're genuinely sorry for the inconvenience you experienced with your diffuser and the subsequent challenges in reaching our support team. Your commitment to Pura is something we highly value, and we understand the frustration that technical issues and a lack of timely communication can cause.
  
  We are pleased to note that upon becoming aware of your situation, we expedited a replacement diffuser to resolve the matter. It's gratifying to hear that this action met your needs and that you were satisfied with the outcome. Ensuring our products and services enhance your everyday life is at the core of what we do.
  
  We recognize the importance of accessible and responsive customer service and apologize that our support did not initially meet your expectations. Your experience serves as an essential reminder of the continuous improvements we must make in our customer communication channels.
  
  If you have any further feedback or need additional assistance, please contact us at ********************************* We're here to ensure your experience with Pura is nothing short of excellent.

• Initial Complaint

  Date:10/06/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order from ******** for a free diffuser with a 6 month subscription no issues right! 3 weeks go by never received the order and it never shipped I sent numerous emails and no answers or replies they finally cancelled the order and subscription and refunded me well today they charged me for another order and purifier! They did not have my authorization to do so and Im beyond angry .. they have 0 customer service in regards to anything. Im not even sure what to do at this point but call my bank and file a dispute to receive my money back and block this merchant from charging my card

  Business Response

  Date: 10/19/2022

  To Whom it May ************************ ***********************, placed original order on 9/9/2022. Order was for a diffuser and 2 fragrances. The order was placed under an ad requiring a 6 month subscription for the 2 fragrances, in return the diffuser would be free of charge. *********** worked with our social media to cancel his order original order due to non receipt. When the cancel was processed, the proper procedure was not followed, resulting in the charge for the diffuser on 10/6. ************ emailed the support team on 10/6 regarding the charge. He used expletive language in this email. The email received an auto-response that answers to emails would be delayed due to an increase in volume to our support center. The support team responded to *********** on 10/13 at which time we explained the reason for the charge and also refunded this to him based on the situation. 

  Please let us know if additional information is needed. 

  Thank you!

• Initial Complaint

  Date:09/30/2022

  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.

  My device was delivered and didn't work. I went on the website to follow their return instructions to receive a refund. It's been 2 weeks and I still don't have my refund. There is no way to speak to an actual person, and their 'live' chat is anything but. I need help recovering the money I spent on this device and fragrances which don't work.

  Business Response

  Date: 10/23/2023

  We sincerely apologize for the inconvenience you encountered with your device and the subsequent delay in receiving your refund. It's disheartening to know that your experience with our customer service was less than satisfactory.
  
  We want to assure you that we have taken your feedback seriously and have addressed the issue by processing your refund. We deeply regret the frustration and challenges this situation posed for you.
  
  At Pura, we are dedicated to improving our customer experience, and your feedback is instrumental in that process.
  
  Should you have any more questions or need further assistance, please dont hesitate to reach out to us at ********************************* Were here to assist you.

• Initial Complaint

  Date:09/22/2022

  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 had a subscription for a fragrance and received an email they were going to ship the fragrance in about ten days. I went on-line and canceled it as I had too many fragrances. I received not one but two fragrance shipments in the mail. I wasn't given an order number so I can't request a refund either. I looked for a phone number or a way to contact them and it won't allow me to fill out the form without the order number as it won't take it. I checked my account for the information on their website and it doesn't exist. I want a full refund for the two vials of fragrance. The packages I received did not contain a packing slip or any information either. I am attaching one of the envelops I received with the item inside. I will never use this company again.

  Business Response

  Date: 10/23/2023

  We want to extend our sincerest apologies for the inconvenience you have experienced concerning the unexpected shipment of fragrances. We understand the frustration caused by the receipt of items you did not intend to order and the subsequent issues in obtaining a refund due to a lack of order number.
  
  It's extremely important to us that our customers’ needs are met. Your feedback highlights significant areas of concern that we are earnestly working on, to improve the overall customer experience.
  
  We acknowledge that reaching out through our customer service channels has been a challenge, and we’re taking steps to ensure more accessible and responsive contact points for our customers. While we no longer offer direct phone support, our dedicated email helpdesk at [email protected] is available to assist you further with this matter.
  
  We appreciate your patience in this process, and your feedback is instrumental in helping us understand where our services can be improved.

  Customer Answer

  Date: 10/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I tried contacting support and no one ever responded to me.  Instead I had to dispute the charges through my bank.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:09/12/2022

  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.

  Date of Transaction 9/5/22
  Order # **********
  $ paid $58.19 USD
  
  Dispute: I sent a cancellation request within 30 minutes of placing the order, sent three subsequent emails requesting cancelation, and tried to contact Pura by live chat (they do not have a phone number) every day for a week. The live chat was never functional. Pura ignored my cancelation requests and emails. A week later, I get an email from Pura saying they are “no longer able to cancel your order” because the order was already fulfilled on 9/12/22… I placed the order and contacted them every day of the week since 9/5/22! They conveniently ignored my requests until they sent the order!
  
  Pura needs to provide free shipping for me to return the items they should have never shipped and refund me $58.19.

  Business Response

  Date: 10/23/2023

  We appreciate your feedback regarding the experience you had with us concerning your order cancellation and subsequent delivery. We understand how unexpected it was to receive an order despite your attempts to cancel it.
  
  In our continuous effort to ensure prompt service at the time, our order processing often operated with a level of efficiency that prioritized speed, due to which orders were processed within a short time frame. This rapid processing sometimes led to situations where cancellation requests, which required a longer time to address, couldn't be handled in tandem with the fast-paced fulfillment operations.
  
  We acknowledged the importance of ensuring a seamless return process, especially in such cases. Pura was committed to providing hassle-free returns, and we covered the cost of return shipping to alleviate any inconvenience. Upon the receipt of the returned items, a full refund of $58.19 was assured.
  
  Your feedback was crucial for us, and it informed many improvements weve made in our customer interactions and operational protocols. If there were any residual concerns or further assistance needed, even retrospectively, we invited communication through our support channel at *********************************

• Initial Complaint

  Date:08/27/2022

  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.

  My device was not working. I removed it from the electrical outlet and propped the device up on my counter. When I went to clean my counter, I realized a substance on the counter. I wiped it with my hand and it was oily and smelled like the fragrance that was suppose to be in my device. It also caused the material of my counter to bubble up. I have photos of the damage. Please advise as to your responsibility and remedy to this matter.

  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 about the issue you encountered with your device, especially the inconvenience caused by the leakage that affected your counter. Understanding the seriousness of your experience, we apologize for any distress or frustration this situation may have prompted.
  
  Your detailed feedback, including the photos of the damage, was crucial for us as it helped us grasp the extent of the issue. It's situations like these that deeply inform our quality assurance processes, and we want to make sure we're doing everything we can to prevent such occurrences in the future.
  
  You can always get in touch with our dedicated support team at **************** for any follow-ups or additional concerns you might have regarding this matter. Our email support team is ready to assist you promptly, ensuring that your experiences with Pura reflect the high standard of customer service we strive to uphold.
  
  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. Thank you for bringing this matter to our attention, and allowing us to address and learn from these crucial incidents.