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

  815 W 1250 S Orem, UT 84058-5986

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  Pura

  729 N 1500 W Orem, UT 84057-2810

Review Details

• Review fromCarole R

  Date: 10/10/2024

  1 star

  Carole R

  Date: 10/10/2024

  One of the worst companies for customer service. No accommodation made for defective products. I will never use them again. I wonder if they dont have any kind of BBB accreditation and get bad reviews.

  Pura

  Date: 10/30/2024

  Dear ******,I was truly sorry to hear about the issues you encountered with your recent purchase. We strive for excellence in our customer experience, and it seems we fell short this time.Upon reviewing your case, I can confirm that refunds for the returned items have been processed successfully. We are currently awaiting the return of the diffuser to finalize the remainder of your refund. Rest assured, we are on top of this and will keep you updated as soon as we receive it.Please know that your satisfaction is very important to us, and we are here to help in any way we can. Feel free to reach out at any time if you have further questions or need additional assistance.

• Review fromHannah H

  Date: 09/24/2024

  1 star

  Hannah H

  Date: 09/24/2024

  I ordered scents from this company and their car diffuser at the beginning of the summer. I ran out of scents so I decided to get a few more. I ordered 3 scents. Order email confirmed.I then get an email stating order updated and thought maybe they ran out of a scent or swapped it. I come to find out they ADDED a $49 car diffuser without my authorization and charged **** emailed them asking them to rectify it and they told me they couldnt. They said I went back in MYSELF and used their special feature they offer to edit orders and added the ********** order wasnt even fulfilled yet. I emailed minutes after I received the updated email. And by the time they got back to me midday, it still wasnt fulfilled. They could have easily removed it.Mind you, I dint even know this feature existed and I dont need another car diffuser. I have one. Why would I purchase another?They stated In order for me to get my money back, I have to return it. Which is time and money I now have to spend on a problem, they created.This is slimey business practice and horrible customer service. I will never support them again and Ill warn my friends about it. Its wrong.

  Pura

  Date: 09/30/2024

  Hello Hannah,We truly appreciate you sharing your experience with us and apologize for the frustration you encountered with your recent order. It appears that the additional car diffuser was mistakenly added using a feature on our site that allows customers to update their orders. We understand that you were unaware of this feature and did not intend to add the diffuser to your purchase.When you reached out to our team, your order had not yet been fulfilled, but unfortunately, our systems settings did not allow us to remove the item at that stage. We understand how frustrating that must have been, especially since you already own a diffuser and did not need another one. While we initially provided a return option to resolve the issue, we recognize that this was not the most convenient solution.After further review, weve gone ahead and refunded the full amount for the diffuser, and you are not required to return the item. We want to assure you that were investigating this situation internally to prevent similar issues from happening to other customers in the future.We sincerely apologize for any inconvenience this may have caused and truly appreciate your feedback. Your satisfaction is important to us, and were committed to making sure you have a positive experience with Pura moving forward. If you have any additional questions or concerns, please dont hesitate to reach out to us at ************************************** you again for your understanding.

• Review fromDerrick C

  Date: 07/20/2024

  1 star

  Derrick C

  Date: 07/20/2024

  I recently had an issue with my Pura Car Freshener after about a year of use. Despite trying to update the diffuser multiple times, it completely stopped working. When I reached out to Pura's customer support for help, the experience was extremely disappointing.After several back-and-forth messages, they simply told me that they couldn't replace the filter because it was out of warranty. They expressed regret for my experience but offered no real solution to my problem.For a premium brand, I expected much better support. The lack of assistance and resolution was very frustrating. I would advise potential customers to be aware of the poor customer service before purchasing.

  Pura

  Date: 07/22/2024

  Hello,Thank you for sharing your feedback, and we're truly sorry to hear about your recent experience with our Pura Car Diffuser. We strive to provide quality products and customer service, and it seems we fell short in this instance.Our products do come with a warranty period, which is intended to ensure that any defects or issues that arise shortly after purchase can be resolved. Unfortunately, as your car diffuser was out of this warranty period, we were unable to offer a replacement.However, we understand the frustration this has caused, especially as a loyal customer expecting the dependable quality associated with our brand. We take your feedback seriously and continuously work on enhancing our support to better serve our customers.We appreciate you bringing this issue to our attention, and we are reviewing our customer service policies to find ways to assist our customers more effectively, even post-warranty. Your comments help us improve and ensure that experiences like yours are not repeated.Thank you for your patience and understanding.Best regards,

• Review fromKris P

  Date: 07/16/2024

  1 star

  Kris P

  Date: 07/16/2024

  Absolutely unacceptable customer service. Upon order placement and receipt of confirmation, my address was wrong. I immediately called within minutes, and was told they can't update shipping address. I was told in the event the shipment would not be forwarded to me thru change of address, they would ship a replacement. Upon notification that I never received shipment, they denied request for replacement shipment. $96.33 wasted. Astounded that (1) address could not be updated within minutes of placing order, at which time I was told it would be replaced if there was any problems with delivery, and (2) the lack of service to make good on the money collected.

  Pura

  Date: 07/17/2024

  Hello ****,Thank you for reaching out and sharing your experience. We apologize for the inconvenience and frustration you have encountered regarding the incorrect address issue with your order.We understand your concerns about not being able to update the address immediately after placing your order. Our system has certain limitations because the orders process very quickly to start being fulfilled.Regarding your request for a replacement shipment, we regret any confusion or miscommunication that *** have occurred. Because the order was shipped to the address that was input at checkout and it was delivered, we aren't able to provide a new order.We appreciate your feedback and are continuously working to improve our processes and communication. If you have any further questions or need additional assistance, please contact our support team at ************************************** you for your understanding.

• Review fromPamela M

  Date: 06/28/2024

  1 star

  Pamela M

  Date: 06/28/2024

  WORST CUSTOMER SERVICE EVER! How is this company still in business? What they are doing is wrong. The product they sell is defective then they make it impossible to reach any human being to attempt to remedy the issue. When I finally did access an email, you wont find a phone number, it takes days to get a response. The dialogue will be similar to thisDear Pura my smart diffuser is no longer heating.Several days later you may get a response saying please check to see if your diffuser is heating properly.This exchange will continue until your head explodes approximately 90 days later. This is NOT an exaggeration. Do yourself a favor please dont buy their product.

  Pura

  Date: 07/08/2024

  Hello ******,Thank you for sharing your feedback. We genuinely apologize for any frustration and inconvenience you have experienced with our customer service and product.We would like to clarify that our customer support team follows a structured troubleshooting process to ensure that we accurately diagnose and resolve any issues with our products. These steps are necessary to identify the root cause and provide the most effective solution. We strive to respond to all inquiries within one business day, and our goal is to offer timely and efficient support during our business hours.We understand your concerns about the difficulty in reaching us and the time it has taken to address your issue. Please know that we are continually working to improve our support processes. To resolve the specific issue with your smart diffuser, we have already sent you a replacement device.For further assistance, please contact us at ********************************* We are committed to ensuring you have a positive experience with Pura and appreciate your understanding as we work to address your concerns.Thank you for your patience and understanding.

• Review fromCharity T

  Date: 06/28/2024

  1 star

  Charity T

  Date: 06/28/2024

  There is no reachable number. No customer support. Terrible business.

  Pura

  Date: 07/08/2024

  Hello Charity,Thank you for reaching out and sharing your feedback. We apologize for any inconvenience you have experienced.We want to assure you that we are committed to providing support to all our customers. While we currently offer support primarily through email, you can reach us at ********************************* Additionally, we have a live chat option available on our website during business hours for immediate assistance.For more detailed support and other methods of contact, please visit our help center on the Pura website.Thank you for your understanding. We are here to help and resolve any issues you may have.

• Review fromJay W

  Date: 06/14/2024

  1 star

  Jay W

  Date: 06/14/2024

  The absolute WORST customer service. The product is mediocre at best, especially considering what they charge. My wife and I battled their customer service over a routine issue that they refused to resolve, just straight up said "its your fault" (it wasn't by the way - but why would they admit that). Simply put - if you want more stress in your life, buy Pura. If you feel like your day is going too well and you need a bit of rage and frustration to mix things up...buy from Pura, and then chat with their customer service. This company is a dumpster fire. Jump in with caution.

  Pura

  Date: 06/21/2024

  Hello ***,Thank you for reaching out and sharing your feedback. We sincerely apologize for any frustration and inconvenience you and your wife have experienced with our customer service and product.We strive to provide exceptional service and high-quality products, and we regret that your experience did not meet these standards. While we were unable to locate your account or previous conversations to review what happened, we want to assure you that we take your concerns seriously.To help us better understand and resolve the issue, could you please provide more details about the problem you encountered? Any specific information regarding your account or the nature of the issue will help us investigate further and take appropriate action.Our goal is to ensure that every customer has a positive experience with **********************, and we are committed to making things right. Please contact our support team at ******************************** so we can assist you further.Thank you for your understanding, and we appreciate the opportunity to address your concerns.

• Review fromTisa W

  Date: 06/10/2024

  1 star

  Tisa W

  Date: 06/10/2024

  Pura has horrendous customer service. They apparently ship my order through regular ************** and I never received my order. The order shows that it was delivered however it was not. I contacted Pura and they told me theyre not responsible. Im not the one who shipped it to Po

  Pura

  Date: 06/11/2024

  Hello ****,Thank you for your feedback, and we sincerely apologize for the inconvenience you experienced with your order. We understand how disappointing it can be to not receive a package that is marked as delivered. In response to your situation, although the tracking indicated that the order was delivered, we chose to send a replacement order as a courtesy to ensure that you do not miss out on your Pura experience. We strive to exceed expectations and take steps to assist our customers even when complications arise that are beyond our control. Your feedback is invaluable in helping us improve our service. Thank you for bringing this to our attention.Best regards,

• Review fromLily H

  Date: 05/14/2024

  3 stars

  Lily H

  Date: 05/14/2024

  I actually disagree with the reviews. I think the customer service was helpful. It took me awhile to find out how to contact them but they were helpful. The scents however barely last. Its such a bummer. There is usually oil left over, I pour it in my actual diffuser but for the price I actually am annoyed. I understand that they are significantly better than store brand air fresheners but I think I should be able to have them running especially on low without them running out in less then a week.

  Pura

  Date: 05/15/2024

  Hey ****,Thank you for sharing your feedback with us. We're glad to hear that you found our customer service team helpful, but we're sorry to learn that our scents did not meet your expectations in terms of longevity. At Pura, we aim to provide high-quality, efficient products, and your experience provides valuable insight into areas where we can improve.We understand that the lifespan of our scents is crucial, especially considering the investment in our products. Our team is continually working on improving our formula to ensure that our fragrances provide a lasting experience without rapid depletion, even on lower settings. Additionally, we appreciate your resourcefulness in using the remaining oil in your diffuser, though we recognize that this solution is not the ideal experience we aim to deliver.Your satisfaction is important to us, and we take your concerns seriously. We will take your feedback into consideration as we continue to enhance our products. If you have further suggestions or need more assistance, please don't hesitate to reach out to us at ************************************** you once again for your candid feedback. We are committed to ensuring our customers enjoy a premium experience with our products.

• Review fromRobin M

  Date: 05/02/2024

  1 star

  Robin M

  Date: 05/02/2024

  They relentlessly advertised on tick tok and I bought in to a subscription. You can't cancel after thirty days without a penalty which isn't made loud and clear. So I was stuck with paying 30 plus dollars a month for 6 months for a plug in fragrance. The scent did not fill the room.. I would have needed 5 more of these at least. The BIGGEST complaint is that they make it purposefully and nearly impossible to cancel the subscription on your account. I don't think I have ever encountered a website that took such pains to hide the tiny cancel button (literally in a much smaller font) that pops up only after searching and even then I was lucky to find it. The "step by step guide" to cancel is really another diversion. The initial tab they ask you to go to does not exist. Sometimes you know companies make it intentionally hard to cancel. The feeling you get after trying to cancel here is that Pura meets weekly to brainstorm on ideas to keep the cancel option a mystery for the customer, hoping they'll give up. The customer service is e-mail only with a 24 hour waiting period. Again, "let's hope they just give up or at least let's eek out a few more scents to sell before they finally dig in to cancel." This whole thing is bad karma. If it does not violate actual laws, It cheapens the whole experience.
  

  Pura

  Date: 05/03/2024

  Hello *****,Thank you for providing your feedback regarding our subscription service. We regret that your experience hasn't been as straightforward as we would have hoped for.At Pura, we value transparency and make an effort to communicate our subscription terms clearly, including the early cancellation fees associated with our discounted diffuser offers. These terms are outlined on our checkout pages and detailed in our Terms and Conditions. We believe in providing customers with the necessary information to make an informed decision before subscribing.The subscription cancellation process is accessible through the Pura account, and our customer support team is available via email to assist with any issues, including cancellation. We strive to offer efficient customer service and constantly work to improve our processes based on feedback like yours.We understand the frustration this has caused and acknowledge your concerns, but it's important to note that our cancellation terms and processes are standard within the industry. Our aim is to maintain clarity in our offerings while ensuring customers receive value for their investment.If you need further assistance or wish to discuss this matter in more detail, please reach out to us at ************************************* regards,