Reviews

This profile includes reviews 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

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  Pura

  729 N 1500 W Orem, UT 84057-2810

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  Pura

  815 W 1250 S Orem, UT 84058-5986

Review Details

• Review fromSusan T

  Date: 06/28/2025

  1 star
  I placed an order with this company a week ago. When I finished paying, it indicated that the items would arrive in 5-7 business days and provided a link to SHOP to track the order. I opened the SHOP app, and there is no record of any shipment from PURA. I called their customer service number and a recorded message indicated "someone would be with me shortly". I'm sorry to see that others have had the same terrible customer service experience. If the package doesn't arrive this week, I will contact my credit card company and file a request to reimburse me for items not received. Will not be a returning customer.

• Review fromJennifer T

  Date: 06/18/2025

  1 star

  Jennifer T

  Date: 06/18/2025

  Labyrinthian app and customer service resolved the issue on the phone and reversed the resolution completely on the follow up e mail. It was imposible to cancel an order - even before it was actually shipped. I will neither recommend nor patronize Pura again. Unethical business practices are unacceptable.

  Pura

  Date: 06/23/2025

  Hi ********,Were truly sorry to hear about your experience and completely understand your frustration. Its never our intention to make things difficult or confusing, and we appreciate you taking the time to share this feedback.Due to how quickly our fulfillment system processes orders, were often unable to make changesincluding cancellations or address updatesonce an order is placed. We understand how frustrating that can be, especially when you're trying to catch it early.While were not able to intercept shipments directly, we always want to support our customers the best we can and are happy to help you connect with the carrier for additional options. If you ever have questions or need further assistance, please dont hesitate to reach out. Were here to help.

• Review fromKaren P

  Date: 06/17/2025

  1 star

  Karen P

  Date: 06/17/2025

  ******** customer service! I have placed 3 recent orders with this company. They take weeks to ship and last order they shorted me an item. Allegedly created a label for a ***lacement product 9 days ago but no movement since that date. No response to email. Phone *** of no help except to say item is lost. Blamed shipping company but clearly item was never picked up. Enjoy the product but am extremely frustrated with placing any orders with this company. Have purchased through ********* and also with *** Deals and Steals. ********* shipped order with no problem, but even ordering with *** did not stop horrible shipping service. Will notify both sites of terrible customer service and direct them to horrible ratings on BBB site. Will encourage them to stop ***resenting this company. Even if a product is good, a company with such horrible customer service should be avoided.

  Pura

  Date: 06/20/2025

  Hi *****,Thank you for your feedback, and Im so sorry for the frustration and inconvenience you experienced throughout this process. We understand how disappointing it can be when expectations aren't met, especially when it comes to shipping and communication.I did check on your most recent order, and I can see that the replacement package was successfully delivered yesterday. We hope everything arrived in good condition and that you're now enjoying your products.That said, if theres anything still unresolved or if you need any additional support, please dont hesitate to reach out to us at ************************************ Were here to help and want to make sure you feel taken care of.Thank you again for giving us the chance to improve.

• Review fromMeaghan C

  Date: 05/14/2025

  2 stars

  Meaghan C

  Date: 05/14/2025

  While the idea of an app run air freshener is nice, the company has very poor customer service. I reached out for support regarding consolidating my accounts as I accidentally created two. Instead of assisting they laid out terms that I agreed to when creating the accounts and how I would be fined $100 if I tried to adjust one of them. It was a very aggressive email for what I thought was a simple request. Rather than threatening to charge me they could have gone about it differently, like tell me they cant consolidate and Id need to manually remove my air fresheners from the one account and add it to the other. I wasnt trying to cancel my subscription but they acted like I was and were very aggressively trying to stop/threaten me if I did. Anyways, apparently Im stuck with this subscription for 6 months or can pay $100 to get out of it. ??

  Pura

  Date: 05/16/2025

  Hi *******,Thank you for taking the time to share your feedback. Im truly sorry to hear about your recent experience thats not the kind of interaction we want any of our customers to have.Well absolutely be reviewing the communication you received and will provide coaching to the agent involved to ensure our messaging remains respectful, clear, and supportive. By no means do we want to come across as aggressive or unhelpful, and we apologize if that was how the message felt.We always aim to be transparent about our policies and limitations, but we also want to ensure that our customers feel heard and valued throughout the process. Your feedback is important, and we appreciate you bringing this to our ************* love the opportunity to make this right and ensure you feel fully supported. If there are any additional questions or concerns you have, please dont hesitate to reach out were here to help.

• Review fromJocelyn H

  Date: 04/09/2025

  1 star

  Jocelyn H

  Date: 04/09/2025

  What customer service? This should be a warning to anyone looking to purchase from PURA. They have zero customer care/service. My ******************** device will not connect, the troubleshooting is a joke and basically have all these scents that are going unused. I have cancelled my subscription, my pura device is worthless. Never again, Pura has bad Karma headed their way.

  Pura

  Date: 04/10/2025

  Hi *******,Thank you for your feedback, and Im so sorry to hear about your recent experience. We definitely want to make things right and help resolve the issue with your device.I took a look at the email address associated with your review and I wasnt able to find any recent contact from youour last message appears to be from July 2023. If you did try to reach out, could you let us know how you contacted us? For reference, our direct support email is *************************************** feel free to reply to this message or send us an email directly, and well prioritize getting this resolved for you as quickly as possible.Looking forward to helping you out.

• Review fromALEX C

  Date: 03/28/2025

  1 star

  ALEX C

  Date: 03/28/2025

  This company has horrible customer service!! I spent 4 days communicating back and forth between many representatives. I only got generic and conflicting answers without substantial explanation or solution to my problem. I was a first time customer, but after this horrible experience, I will return all the products because I dont want to conduct business with this company.

  Pura

  Date: 04/03/2025

  Hi ****,Thank you for reaching out. It looks like your issue was resolved on the ticket, but I wanted to personally follow up after reviewing the experience you had. I sincerely apologize for the frustrating back and forth you encountered thats not the kind of service we aim to provide.We're actively working on streamlining our communication processes to ensure a more consistent and helpful experience moving forward. I completely understand your frustration and truly regret that your first experience with us was anything less than exceptional.We appreciate your feedback and genuinely hope well have the chance to earn back your trust in the future.

• Review fromEnrique H.

  Date: 03/14/2025

  1 star

  Enrique H.

  Date: 03/14/2025

  Never received my order after a month of waiting. Never got responses for my emails that I sent 3 different times. Now I doubt if I can even get a refund, what a scam period

  Pura

  Date: 03/18/2025

  Hi *******,Im so sorry to hear about your experience, and Id love to help make this right! I wasnt able to locate any emails tied to the address you provided, so I want to make sure were looking in the right place.Would you be able to confirm if theres another email address associated with your order? If possible, sharing your order number would also help us track it down quickly.Were here to help and want to ensure you receive your order or a resolution as soon as possible. Looking forward to your response!

• Review fromCalvin Y

  Date: 01/07/2025

  1 star

  Calvin Y

  Date: 01/07/2025

  Horribly run business. Shipping takes week's and when you are on their discounted subscription plan that poses a problem. I am literally still waiting on this months shipment and the will be billing me in another week for the next. **************** is abysmal.

  Pura

  Date: 01/08/2025

  Hello ******,Thank you for taking the time to share your feedback. Were sorry to hear about your frustration with the delay in your shipment and your experience with our customer service.During the holiday season, shipping carriers often face increased volume, which can sometimes lead to delays in delivery. When you reached out to us, we provided an updated tracking link to help you monitor your order's progress, and we regret if this process felt inconvenient.We understand how important it is to receive your subscription orders on time, and were actively working with our shipping partners to minimize delays during these busy periods. Your feedback is important to us and helps us improve both our processes and customer support.If theres anything further we can assist you with, please dont hesitate to contact us at ********************************* Thank you for your patience and for giving us the opportunity to address your concerns.

• Review fromNoah C

  Date: 12/18/2024

  1 star

  Noah C

  Date: 12/18/2024

  Dont buy from this company. They lie about delivery dates. I am getting my products 6 days after and am not sure they still will actually show up. I have sent them 3 emails and yet to get a response 3 days later. They also automatically add to your cart at checkout.

  Pura

  Date: 12/20/2024

  Hello ****,Thank you for sharing your concerns. We sincerely apologize for the delay with your order and any inconvenience it has caused. While our standard delivery timeframe is typically 3-5 business days, we understand how frustrating it can be when delays occur. Unfortunately, during the holiday season, increased volume can sometimes impact carrier timelines, which may have contributed to the delay in your shipment.Regarding the concern about items being added to your order, customers do have the option to purchase additional items after checkout if they select them. We apologize for any confusion this may have caused and appreciate your feedback, which helps us improve our processes and **************** address the delay with your delivery, weve refunded 25% of your order total as a gesture of goodwill. While we know this doesnt completely resolve the inconvenience, we hope it demonstrates our commitment to making things right.If theres anything else we can do to assist you, please feel free to reach out to us at *********************************

• Review fromCarlos H

  Date: 11/15/2024

  1 star

  Carlos H

  Date: 11/15/2024

  I recently ordered a diffuser and two scents from Pura but was disappointed with their customer service. Shortly after placing my order, I noticed a promotion offering a free diffuser with the purchase of two scents. I hadnt seen this option when I ordered, so I contacted customer service to see if they could cancel my order or apply the promotion.Unfortunately, I was told the order was in the processing phase and couldnt be canceled. They also refused to apply the promotion, even after I explained that by the time the order arrived and I returned it, the promotion would no longer be available. It felt unnecessarily rigid, especially since the order hadnt even shipped yet.While I like their products, this experience left me frustrated and questioning their commitment to customer satisfaction. A little flexibility and understanding could go a long way.

  Pura

  Date: 11/18/2024

  Hi ******,Thank you for reaching out and sharing your recent experience with us. Im truly sorry to hear about the frustration this situation has caused, especially since we always aim to provide excellent service alongside our products.We completely understand how disappointing it must have been to miss out on the promotion and feel that there wasnt enough flexibility to help you. I want to assure you that we value your feedback, and wed be more than happy to assist in getting this resolved for you.I took a moment to search for any recent contacts under the email address linked to this review but wasnt able to locate anything. Could you kindly share an alternate email address or additional details about your order? This will help us investigate further and get you the assistance you deserve.Thank you for giving us the opportunity to make this right. We appreciate your patience and look forward to helping you enjoy your Pura experience to the fullest.Warm regards,***** Pura Customer Support