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 fromNancy H

  Date: 10/18/2023

  1 star

  Nancy H

  Date: 10/18/2023

  I have tried to get help from them about my diffuser not working. I have used their Help Site on the app more than once. No response! I contacted them through social media and was given an email to contact them for help. I did that and got no response! Im getting all of their marketing emails so my email is NOT the issue!!! I have checked spam folder more than once! There is no phone number available for customer service. I started contacting them in July. I am VERY frustrated as I have 2 diffusers and many scents and all of a sudden my diffuser isnt working. I will NEVER purchase from this company again! There is NO customer service!

  Pura

  Date: 10/19/2023

  Dear *****,I hope this message finds you well. Firstly, I want to express my sincere gratitude for choosing Pura and for reaching out to share your concerns. I understand that you've encountered some frustrating issues with your device, and I truly apologize for any inconvenience this has caused. It's crucial to us that your experience with Pura is nothing short of excellent.I've carefully reviewed your communication history with us and noticed that you've sought assistance on three different occasions since August 14th. I want to assure you that our team has been diligently responding with guidance aimed at resolving your concerns. However, it seems there may be a disconnect, and for that, Im genuinely sorry.To ensure youre receiving our assistance, I recommend checking your email's spam or junk folders or doing a quick search for "Pura" in your inbox. It's possible our responses may have been redirected away from your primary inbox. To prevent any further communication hurdles, please consider reaching out through an alternative email address or utilizing the live chat feature on our website for real-time assistance. You're always welcome to contact us directly at *********************************** recap our previous suggestions and keep everything transparent and consistent, here's what our team has been advising in response to your situation:Hello!We appreciate your patience and reaching out to us. It seems like theres an issue with your device's connection, and we're here to help you navigate this challenge.After investigating the technical details linked to your email, *********************** we've detected an error concerning your diffuser that we're eager to resolve together!To help us pinpoint and troubleshoot the issue more effectively, could you kindly provide answers to the following queries:Have you noticed any error messages within your app? If yes, please share a screenshot of this message.Is your Wi-Fi operating on a 2.4G or 5G network? If youre unsure, the network type is often indicated in the Wi-Fi name or printed on the back of your router.Can you modify settings in your app, such as adjusting fragrance intensity, changing the nightlight color, or managing your fragrance dispensing schedule?Have there been recent changes to your Wi-Fi environment?If you haven't yet, could you please try resetting your Wi-Fi router as this often resolves connection issues?Additionally, we suggest performing a quick reset of your diffuser using the following steps:Unplug your diffuser.Wait approximately 10 seconds.Reconnect your diffuser to the power source.Your diffuser should re-establish its connection shortly after being plugged in again.We value your commitment to resolving this matter and are here to support you every step of the way. Thank you for your cooperation, and we anticipate restoring your product's functionality promptly.Warm regards,*****, your satisfaction is paramount to us, and were committed to turning this experience around for you. Please let us know how the above steps work for you, or if there's anything more you need. Were in this together and wont be satisfied until you are!Thank you for your understanding and collaboration.Best regards,

• Review fromElizabeth M

  Date: 10/05/2023

  1 star

  Elizabeth M

  Date: 10/05/2023

  I am part of subscription. Always charged but never received items. Ive lost over $300 and their customer service is horrible. I just wanted to be refunded and they want proof i never received order. Shipping is a joke and customer service is horrid.

  Pura

  Date: 10/09/2023

  Hey *********,Thank you for reaching out and sharing your concerns with us.I sincerely apologize for the inconvenience you experienced due to the shipping delay. At Pura, we consistently work towards ensuring that out-of-stock items do not get processed in orders, as our goal is to maintain timely deliveries. However, there are times when unforeseen circumstances arise, and I genuinely understand the frustration this can cause.Upon learning about the issue, we took immediate steps to address it. In line with your wishes, we have processed refunds for both of your orders. I've attached the relevant documentation for your reference.We deeply regret any inconvenience you faced and genuinely appreciate your patience. Please know that your feedback is invaluable, helping us improve our services.Warm regards,

• Review fromJen C

  Date: 09/30/2023

  2 stars

  Jen C

  Date: 09/30/2023

  I love the scents and how it works, both their shipping and production issues are a joke. There were so many issues with my orders. Thank goodness I went through the shop app to order my first three diffusers. I cannot believe they dont stand behind their brand. It says 3-5 days for delivery and I had one order that took more than 3 weeks to get to me. All 3 of my orders took more than promised and they dont even have anywhere to leave a review. Thata a red flag ??

  Pura

  Date: 10/09/2023

  Hello ***,Thank you for reaching out and sharing your concerns.I acknowledge that our customer support team has already been in touch with you and taken steps to address the issue. However, I understand that doesn't diminish the inconvenience caused by the shipping delay. At Pura, we strive for seamless order processing and shipping. While we endeavor to get it right every time, occasionally, some challenges can surface.Your feedback is essential. It not only helps us recognize areas that need improvement, but it also drives us to refine our processes to better serve you and other customers in the future.I genuinely apologize for the inconvenience you faced. If you have further questions or concerns, please don't hesitate to reach out to us directly at [email protected] regards,

• Review fromAngelina W

  Date: 07/28/2023

  1 star

  Angelina W

  Date: 07/28/2023

  I did not purchase this item, I understand that my account was hacked and someone else ordered this. But they didn't even offer a refund. And my bank wouldn't offer a refund because somehow they were able to prove that the purchase was made using my card. This is what ****** me off, that people can steal your information and purchase things. And you can't get your money back. Anyhow I wouldn't waste my time with this company.

  Pura

  Date: 10/09/2023

  Hello ********,Firstly, I'd like to express my concern regarding the unauthorized use of your payment method. It's essential for us at Pura to ensure our customers feel safe and protected.Upon reviewing our records, I couldn't find any communication from you regarding this matter. If you'd still like to look into it, I'd encourage you to get in touch with us directly. Please reach out to our team at ********************************* and we'll do our best to look into this for you.Warm regards,

• Review fromBecca F

  Date: 07/20/2023

  1 star

  Becca F

  Date: 07/20/2023

  Ordered two diffusers in January and set them up. Neither one works. Theyre set on the highest scent setting. It might have smelled for an hour or two for one day. The scent liquid is not being used. I have contacted customer service on multiple occasions. They have told me there is a connection issue and tried to blame my WiFi. I work from home. I can assure you my WiFi is functioning with no issues. Meanwhile, Im being charged $50 per month for refills I dont need because I got suckered into a six month subscription. There is no number to call. All you can do is email customer service. It takes them days yo respond and after six months of emailing with no resolution I was finally able to cancel my subscription, but Im still out several hundred dollars. DO NOT BUY ONE OF THESE! All of the reviews online are people being paid to say good things about this piece of junk.

  Pura

  Date: 10/09/2023

  Hello *****,First and foremost, I'd like to sincerely apologize for the challenges you've faced with your Pura devices. It's truly disheartening to hear when a customer encounters such difficulties, especially with products we stand by.Upon reviewing our records, I noticed that you had been in correspondence with our support team. After some attempts at troubleshooting through emails, we offered to send a replacement device to resolve the matter. It seems, however, that we did not receive a subsequent response from you regarding this solution.If you would still like to proceed with the replacement, please let us know by reaching out to us at ********************************* I understand the desire for phone support, and I apologize for its absence. We are continuously working to enhance our customer service experience, and we're optimistic about introducing phone support in the near future.Thank you for your understanding and patience.Warm regards,

• Review fromJess W

  Date: 07/16/2023

  1 star

  Jess W

  Date: 07/16/2023

  I canceled my subscription with this company even got an email saying that I canceled it and they keep trying to charge my credit card even though, I canceled the subscription with this horrible company.

  Pura

  Date: 10/09/2023

  Hello *******,First and foremost, I'd like to extend my sincere apologies for the inconvenience you've experienced with your Pura orders. It's disheartening to learn that we didn't live up to your expectations.Upon reviewing the details, it appears there was an issue with the shipping address on the order, and due to its processed status, we regrettably couldn't make the desired change. I genuinely wish we had the capability to rectify it in real-time.Additionally, regarding your subscription, I noticed that an order was initiated on 6/11 at around 1 am MDT. Your subsequent cancellation of the subscription came in at approximately 6 AM MDT the same day. Since the order had already been processed by that time, the cancellation wouldn't have affected it.I recognize this might be confusing and perhaps even frustrating, and I genuinely regret any inconvenience caused. If you need further clarity or have additional concerns, please don't hesitate to reach out to us directly at [email protected] regards,

  Pura

  Date: 10/09/2023

  Hello *******,First and foremost, I'd like to extend my sincere apologies for the inconvenience you've experienced with your Pura orders. It's disheartening to learn that we didn't live up to your expectations.Upon reviewing the details, it appears there was an issue with the shipping address on the order, and due to its processed status, we regrettably couldn't make the desired change. I genuinely wish we had the capability to rectify it in real-time.Additionally, regarding your subscription, I noticed that an order was initiated on 6/11 at around 1 am MDT. Your subsequent cancellation of the subscription came in at approximately 6 AM MDT the same day. Since the order had already been processed by that time, the cancellation wouldn't have affected it.I recognize this might be confusing and perhaps even frustrating, and I genuinely regret any inconvenience caused. If you need further clarity or have additional concerns, please don't hesitate to reach out to us directly at [email protected] regards,

• Review fromTracey S

  Date: 07/06/2023

  1 star

  Tracey S

  Date: 07/06/2023

  HORRIBLE CUSTOMER SERVICE!!! DO NOT RECOMMEND!!!!! Last two orders were lost in shipment and I can not get a refund for both orders. The emails I send get an automated response that doesnt fix the problem. Getting a live person is impossible. I will cancel my subscription but want the refunds that are owed me.

  Pura

  Date: 10/09/2023

  Hello ******,Firstly, I'd like to express my sincere apologies for the challenges you faced receiving your order. At Pura, we do our utmost to ensure timely processing and fulfillment, but once the package is handed over to shipping carriers, there are certain aspects we cannot directly control.It pains me to learn that despite these efforts, your experience was less than satisfactory. I noticed that we extended an offer to send you replacements for your orders, but it seems we didn't receive a response from you.Our continuous goal is to refine and improve our customer service, and feedback like yours is instrumental in guiding those improvements. If you'd like to discuss this further or have any other questions, please feel free to reach out directly to us at [email protected] regards,

• Review fromVictoria S

  Date: 06/12/2023

  1 star

  Victoria S

  Date: 06/12/2023

  Ordered in May and still not been shipped. Have emailed their customer service and the first one said its ready to be packaged and will be shipped in a day or 2. Emailed again a couple weeks later and still nothing, again same response saying will ship soon and no I cant cancel as order processed.. absolutely disgusting service and will not ever use or promote their product to anyone.

  Pura

  Date: 10/09/2023

  Hello ********,I genuinely appreciate you taking the time to voice your concerns. I'm deeply regretful to learn about the challenges you encountered with your order and the subsequent communication.We always strive to ensure orders are processed promptly, especially when it comes to inventory management. It's disheartening when occasional oversights, like the processing of out-of-stock items, lead to delays.While I acknowledge that we did process a refund for you, I completely understand that the experience and the redundant communication from our side might have been frustrating.Please accept our sincere apologies, and know that feedback like yours helps us improve our services and communication processes. If you have further questions, or if there's anything else we can assist you with, please don't hesitate to reach out directly at [email protected] regards,

• Review fromHaley M

  Date: 06/08/2023

  1 star

  Haley M

  Date: 06/08/2023

  This company is a joke. I paid for a new device and scents with Apple Pay, which somehow has my old address, and I wasn't able to change it before the charge automatically went through and the order was placed. I wasn't given an opportunity to even review the shipping address. I immediately (literally within seconds of placing the order) reached out to them, which was difficult to do by the way they clearly don't want you to easily chat with their representatives. I told them that my shipping address was changed accidentally and could they please change it or cancel the order? They said no, there's NOTHING they can do...even though the order hadn't even been placed for more than 5 minutes and had most certainly not shipped yet. So now, I get the joy of working with USPS to try to reroute the package (which is another +$15 charge, I should add). DO NOT BUY ANYTHING FROM THIS COMPANY!

  Pura

  Date: 10/09/2023

  Hello *****,I appreciate you reaching out and sharing your experience with Pura. It's truly regrettable to hear about the challenges you faced due to the order being sent to an outdated address. I understand the inconvenience that can arise from such situations, especially when changes cannot be made after order processing.While I'm relieved to know that we were able to refund you for both the fragrances and the device, and that you were allowed to retain the items, I acknowledge that this doesn't completely negate the inconvenience you initially faced. It's heartening to hear that you were eventually able to set up and utilize the items.Please know that your feedback is crucial to us. It aids in refining our processes and ensuring that we serve our customers better in the future.If there's anything else you'd like to discuss or if you have further questions, please feel free to reach out to us directly at [email protected] regards,

• Review fromDixon P

  Date: 06/04/2023

  1 star

  Dixon P

  Date: 06/04/2023

  Likewise my wife ordered some and the tracking said it was delivered but not to our house. The company was very unhelpful and told us sorry we cant help you. Looks like this is an ongoing problem for them.

  Pura

  Date: 10/09/2023

  Hello,First and foremost, I want to express my genuine regret for the inconvenience you faced with your Pura order. It's truly concerning when an order is marked as delivered by ***** yet it hasn't been received by our valued customers like you.Our standard protocol, in such cases, is to encourage customers to first check with their respective carriers to ascertain if there might have been any delivery mishaps. This often helps in clarifying potential misunderstandings or locating misplaced packages more swiftly. I noticed you had initiated this conversation with our support team, but we missed any subsequent update about your communication with USPS.It is encouraging, however, to see that your Pura device and ********************** are active in our system, leading me to hope that you did eventually get your order.If you face any other issues, or if you have further questions, please don't hesitate to reach out directly to us at [email protected] regards,