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Business Profile

Air Fragrances

Pura

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Air Fragrances.

Complaints

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

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.

    Please enter a valid location.

    • 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

    Customer Complaints Summary

    • 154 total complaints in the last 3 years.
    • 17 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/17/2022

      Type:Billing Issues
      Status:
      Answered
      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 unsubscribed from their service several months ago but they are still charging me. There is no way to speak with anyone there. They only send a text saying they will be in touch shortly which was over 2 hours ago. This is a big scam and someone needs to stop them.

      Business Response

      Date: 10/23/2023

      We genuinely appreciate your patience and reaching out to us with your concern. It's disheartening to hear about the communication and billing issues you've encountered, and we sincerely apologize for the frustration and inconvenience this ongoing situation has caused.

      Upon learning about these challenges, we've taken your feedback seriously, reinforcing our commitment to resolve such matters with the urgency they require. Ensuring transparent and efficient billing processes is paramount for us, and hearing your experience indicates a need for immediate review and rectification on our end.

      Should you have any more questions, unresolved issues, or if you require further assistance, please don't hesitate to directly contact our dedicated support team at ********************************* We understand the importance of timely responses and are here to ensure your concerns are addressed promptly and satisfactorily.

      We deeply regret any distress caused by this experience and want to assure you that Pura prioritizes the satisfaction and peace of mind of our valued customers above all else. We thank you for bringing this issue to our attention, allowing us to correct any oversights and prevent similar situations in the future.

    • Initial Complaint

      Date:07/25/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 trying to get a response from this company for several days to no avail. I have been locked out of my account and am unable to reset my password to access my account and cancel my subscription. I have attempted to reset my password using the validation code they automatically generate through their website but it does not work and I cannot advance past that point. I have submitted 10+ “Contact us” forms on their website: No response. I have emailed them at [email protected]: No response. I have attempted the chat function on their website: No response. I have direct messaged them through their Instagram profile: No response. They are charging me for orders I do not want but then locking me out of my account to cancel my subscription. My only other course of action will be to dispute the charges with American Express, which I will now do. This is a very deceptive company with unethical practices and a complete lack of any customer service whatsoever.

      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, particularly with the technical difficulties you've encountered regarding account access and the subsequent challenges in reaching our support team. We understand how these complications have created an inconvenient and frustrating situation, and we apologize for the stress this has caused.

      Your detailed feedback is incredibly valuable to us, as it not only helps us identify specific areas requiring improvement but also underscores the urgency with which we need to enhance our customer communication channels. We acknowledge that prompt, clear, and helpful customer service responses are critical, especially in situations where immediate assistance or resolution is necessary.

      Please know, that our commitment at Pura is to deliver top-notch customer service, and ensuring your satisfaction is our utmost priority. Recognizing the difficulties you've faced, we are taking immediate steps to investigate why the standard communication and support processes did not serve their purpose in your case.

      We genuinely value your patience and understanding as we work through this. Rest assured, your concerns are being prioritized, and we are dedicated to making things right. For direct assistance and a more immediate response, we encourage you to reach out to our dedicated support team at ********************************* as they are equipped and ready to address your concerns promptly.

      Thank you for bringing this to our attention. Your experience drives us to do better, and we're committed to resolving your issues to your complete satisfaction.

    Pura is NOT a BBB Accredited Business.

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