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 fromLauren W

  Date: 04/20/2024

  1 star

  Lauren W

  Date: 04/20/2024

  I was happy with the product at first, but the Pura 3 diffuser that had been working for 8 months with no issues suddenly won't work anymore because of my internet. They require a different frequency than what my Internet uses. I was not notified of any change to internet requirements, and if I realized that I'd have to change my entire Internet setup in order to use AN AIR FRESHENER I would not have purchased product in the first place.

  Pura

  Date: 04/22/2024

  Hey ******,Thank you for reaching out and sharing your experience with your Pura 3 diffuser. We're sorry to hear about the connectivity issues you've encountered, especially after several months of satisfaction.We understand the inconvenience of discovering compatibility issues with your home network setup. To clarify, our Pura diffusers have always required a 2.4GHz wireless network to operate effectively, due to its broader range and better ability to penetrate walls, ensuring a consistent and reliable connection throughout larger spaces.This requirement has been consistent and is detailed in our FAQ section to assist customers in setting up and troubleshooting their devices effectively. Most modern routers support both 2.4GHz and 5GHz bands, and no changes have been made to our product's network requirements that would necessitate altering your internet setup for ongoing use of your diffuser.If you are experiencing difficulties with your current router only supporting a 5GHz band, we recommend checking with your internet service provider or a tech-savvy friend to activate or confirm the availability of a 2.4GHz network on your existing router.We apologize for any miscommunication or inconvenience this may have caused and appreciate your understanding. If you need further assistance, please don't hesitate to contact our support team.Thank you for your patience and for being a valued customer.Best regards,

• Review fromJose G

  Date: 04/17/2024

  1 star

  Jose G

  Date: 04/17/2024

  Auto shipment sent to wrong address and upon verification cant be edited ! I called within minutes

  Pura

  Date: 04/19/2024

  Hello ****,Thank you for reaching out and sharing more details about your experience. We sincerely apologize for any confusion and inconvenience this situation may have caused.Our records indicate that the address provided during checkout was used for shipping. Unfortunately, once an order is processed and shipped, we are unable to alter the shipping details or redirect the package.We recommend reaching out to **** as they may be able to assist further with the possibility of rerouting your package. Your understanding and cooperation are greatly appreciated, and were here to help with any other questions you might have.Best regards,

• Review fromKasey C

  Date: 03/27/2024

  1 star

  Kasey C

  Date: 03/27/2024

  The worst company I have ever dealt with. I want to make this my mission to get them out of business. I cant even list all the ways they have screwed me ofer. Stay away.

  Pura

  Date: 03/28/2024

  Hello *****,We're truly sorry to hear that your experience with our company has not been satisfactory. It's disappointing to learn of any customer feeling let down, as we aim to deliver quality service.While we understand your frustration and respect your feelings, we're here to listen if you wish to share more about your specific concerns. Your feedback is valuable in helping us improve.Should you choose to discuss this further, please feel free to contact us at ********************************* live chat, or give us a call at **************.Thank you for taking the time to express your feelings, and we're here if you need us.Best regards,

• Review fromNikolay K

  Date: 02/29/2024

  1 star

  Nikolay K

  Date: 02/29/2024

  2 years ago my wife got on their monthly subscription. They sent product first two months then stopped yet continued to charge my account. A year later my wife caught the transactions and called them to cancel subscriptions, they did however continued to charge monthly. Now I caught it a year later and cant get any kind of refund for two years worth of charges. Thats $650 in two years for a product I never received. Stay away from this company

  Pura

  Date: 03/01/2024

  Dear *******,Thank you for reaching out to us to express your concerns regarding the subscription charges over the past two years. We understand how discovering such a situation can be both surprising and frustrating.Upon receiving your message, we promptly reviewed the history of your account. According to our records, there was no communication received from the account holder regarding the cessation of product deliveries or a request for subscription cancellation until your recent contact on February 23, 2024. It's important to note that our system shows that all packages were dispatched and marked as delivered to the provided address on the account.We acknowledge that you have initiated contact for the first time regarding this issue and understand your concern about the charges accrued. We also note that there is an open dispute related to these transactions, and as such, we will be coordinating directly with the banking institution to address this matter.We are committed to ensuring transparency and fairness in our dealings with every customer. Although we adhere to our policies regarding charges and refunds, we take your situation very seriously.If you have any further questions or need additional information while this process is ongoing, please do not hesitate to reach out to us at ******************************** or through our live chat feature on our website.We appreciate your patience and understanding as we work through this matter.Warm regards,

• Review fromLinda B

  Date: 02/21/2024

  1 star

  Linda B

  Date: 02/21/2024

  This company is a rip-off. They send refills and charge my debit card. No where on their website is contact information that gets a response. Any phone number that I can find does not work. After at least 6 emails to their customer service or support I have yet to receive a response. The only option I have is to cancel my debit card. Why should that be my only recourse. I thought that businesses are required to have contact phone or customer service to allow customers to contact them. This is borderline fraud.

  Pura

  Date: 02/22/2024

  Dear *****,We appreciate you bringing your experience to our attention and regret any inconvenience and frustration it may have caused. Ensuring effective communication and swift customer service is crucial to us, and we apologize if we fell short of these standards in your case.Upon reviewing our records, we note that your initial communication was in November and we never received a response from you. Since then you have now contacted us on February 21, ****. We acknowledge that we have been in dialogue with you since your latest correspondence and confirm that the cancellation of your subscription has been executed as per your request.Please be reminded that our support team is readily available through email at ********************************* as well as via our website's live chat feature. For individuals looking to modify or cancel their subscriptions, our website provides comprehensive instructions. Moreover, our help center and ******* are designed to guide you in finding a resolution but if you require further assistance, it will refer you to the contact number for direct communication.Your satisfaction is incredibly important to us, and we truly value your feedback. Should you have any further questions or need additional information, please don't hesitate to reach out. You can contact us via email at ******************************** or through our live chat feature on our website. We're here to assist and ensure you have all the information you need.

• Review fromAngie S

  Date: 02/21/2024

  1 star

  Angie S

  Date: 02/21/2024

  I started with one diffuser Ive had for a couple of years. Added the new 4 when it came out and about a month ago all of the sudden my diffusers wont connect to the internet. Says they dont connect to 5g. Will be canceling all subscriptions and finding another product ??

  Pura

  Date: 02/22/2024

  Hey *****,Thank you for sharing your experience with us. We truly value your feedback and are deeply sorry to hear about the inconvenience you've encountered with your Pura Smart Fragrance Diffusers. It's disheartening to hear that you're experiencing connectivity issues, especially after being a valued customer for several years.Regarding the compatibility with 5GHz networks, we want to clarify that our devices have always been designed to connect to 2.4GHz WiFi networks, as indicated on our website. We understand that this may have caused confusion, and we apologize for any inconvenience it has caused.We're here to make things right and ensure your satisfaction. Please know that our dedicated support team is ready to assist you every step of the way. Whether it's troubleshooting the connectivity issue or exploring other solutions, we're committed to providing you with the exceptional service you deserve.Please don't hesitate to reach out to us via email at ******************************** or through our convenient chat service. Your satisfaction is our top priority, and we're eager to turn this situation around for you. Thank you for your understanding, and we look forward to restoring your trust in Pura.Thank you,

• Review fromMaura H

  Date: 02/07/2024

  1 star

  Maura H

  Date: 02/07/2024

  This company is the worst they continue to charge my credit card even though I asked multiple times to stop the automatic billing I spoke to someone on the phone after several emails and now they’re saying they don’t have phone support buyers. Beware this company tries to take advantage of people on subscription basis, and the product is not worth Worth it

  Pura

  Date: 02/08/2024

  Dear *****,Thank you for bringing this issue up to us here at Pura. We understand you have concerns regarding your subscription and billing. We want to assure you that we are here to help.Pura transitioned to digital support channels in August 2022 to streamline our customer service process. Since then we have not offered phone support. You began your subscription with us in October 2023. We apologize for any confusion this may have caused.For billing inquiries, including requests to cancel subscriptions or dispute charges, we ask that customers contact us directly at ********************************* This ensures that all requests are documented and handled appropriately by our support team.I see that my team has gone ahead and canceled your subscription for you so that you're not charged for upcoming orders.If you still need support, don't hesitate to reach back out to us.Thank you,

• Review fromSharyn D

  Date: 01/20/2024

  1 star

  Sharyn D

  Date: 01/20/2024

  The company does not stand behind its product. I had a Pura diffuser for a little over one year. I had no issue, until two months ago when the diffuser would no longer work, as it will no longer stay connected to my internet. Contacted customer support, felt as though I was repeating myself over and over. The final resolution, sorry, the warranty on your device is only good for one year. Very convenient, as I had the product for one year. I lost twice, once by buying a device that lasts one year and purchasing scents for a product that works for one year. Save your money, purchase a traditional air freshener.

  Pura

  Date: 01/22/2024

  Hello ********,We appreciate you taking the time to share your experience with us, and we apologize for any inconvenience you've faced with your Pura diffuser.We understand that your diffuser stopped working after one year of use, and we regret any inconvenience this has caused. Our products come with a one-year warranty from the original purchase date, which is designed to cover any manufacturing defects or issues that *** arise within that period.It's disheartening to hear that you encountered difficulties with the connectivity of your diffuser. We strive to provide reliable and long-lasting products, and we acknowledge that your experience fell short of our standards. We are continuously working to improve our products and customer support.Your feedback is important to us, and we appreciate your input as it helps us identify areas for enhancement. While the warranty has expired in this case, we value your loyalty as a customer, and we hope you *** consider exploring other options from our product range that better suit your needs. If you happen to be a subscription holder through Pura, we offer a lifetime warranty on our products.If you have any further questions or concerns, please don't hesitate to reach out to us at ********************************* We are here to assist you and address any inquiries you *** have.Thank you for your understanding, and we hope to have the opportunity to serve you better in the future.Thank you,

• Review fromRobin T

  Date: 01/11/2024

  1 star

  Robin T

  Date: 01/11/2024

  Youd better be sure that what you order is really what you want because trying to do a return is ridiculous. They send you through every hoop imaginable which still doesnt get you the right info. Im two seconds away from cancelling everything with them. Im now under the impression that their business plan is the customer will simply give up and keep the unwanted purchase. Very, VERY poor customer service.

  Pura

  Date: 01/16/2024

  Hello *****,We appreciate your feedback and apologize for any frustration you've encountered with our return process. Our aim is to make returns as seamless as possible for our customers, and it's disappointing to hear that we fell short of your expectations.Returning a product should be a straightforward process, and we apologize for any inconvenience you may have faced. To assist you further, we recommend using our returns portal on our website, where you can initiate a return by providing your order number and zip code. This process is designed to simplify the return process and ensure that your request is handled efficiently.If you have any questions or require assistance with your return, please do not hesitate to reach out to us at ********************************* Our support team is here to help, and we are committed to ensuring your concerns are addressed.We value your business and hope that you will consider giving us another opportunity to provide you with a more positive experience. Your satisfaction is important to us, and we will do our best to assist you with any return or exchange requests.Thank you for your understanding, and please don't hesitate to reach out if you need further assistance.Best regards,

• Review fromAl W

  Date: 01/10/2024

  1 star

  Al W

  Date: 01/10/2024

  Customers beware!!! This company will charge you incorrectly each month when nothing has changed on your account or with your order. Their customer service is terrible and will not provide any information, assistance, or resolution!!! You will be forced to take action with your bank!The prices of items vary, and if you are switching fragrances, your monthly total may change. I have had the same order for over 6 months now (without price change) and for two of those six orders, I was billed incorrectly; there were shipping charges on two orders and the rest were free shipping. I went to their website to try and find a customer service phone number - only to find out they do not speak with customers via telephone. I attempted a chat and although I was in the window of their hours, the chat did not work. I had to submit a generic inquiry, which was followed up with a generic email saying someone would get back to me.The representative who responded said that I was charged a shipping fee because my orders were under the $20 threshold for free shipping and there was nothing that could be done. I reviewed my order history for the previous months, and my most recent order, all of which were under the $20 minimum, and I was not charged a shipping fee.With their poor customer service, I was forced to respond to the email and it was another waiting game for a response from a representative. The next representative had the same canned response as the first about the $20 minimum. I followed up, again, about my most recent order, and the representative refunded one of the two shipping fees and again made a comment about the $20 minimum. This is still unacceptable - both months should be refunded given the billing history.At this point, I will be forced to cancel my subscription, discontinue my business with this company, and dispute the charges for the orders. This is a completely atrocious business practice and truly the worst company I have dealt with.

  Pura

  Date: 01/17/2024

  Dear **,We sincerely apologize for any billing discrepancies and inconveniences you've experienced with your orders. Your feedback is valuable to us, and we want to address your concerns.Our pricing structure includes free shipping for orders with a subtotal of $20 or more. Orders that fall below this threshold are subject to a shipping fee. We understand that there may have been instances where this was not consistently applied, and we apologize for any inconsistencies you've encountered.Upon reviewing your order history, it appears that there may have been a discrepancy in the application of the shipping fee. We acknowledge the error in one of your recent orders, and we have refunded the shipping fee accordingly. We appreciate your patience in bringing this matter to our attention.Regarding previous orders, we must clarify that our ability to refund shipping fees is limited, and our pricing policy remains in effect. We understand your frustration, and we are committed to improving our processes to ensure a more consistent experience for our customers.Your satisfaction is important to us, and we regret any inconvenience you've faced. If you have any further questions or concerns, please feel free to reach out to us at ********************************* We are here to assist you and address any additional inquiries you may have.Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you better in the future.