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 fromethan c

  Date: 05/28/2023

  1 star

  ethan c

  Date: 05/28/2023

  Pura is one of the worst companies Ive ever ordered from. I have now not received THREE orders and they refuse to provide me a refund, citing that its **** fault not their own even after providing proof from **** directly that the error was in fact Puras fault. Sure the product is nice, but PLEASE AVOID. They will take you money and never refund you, and deliberately avoid all blame. Extremely dissatisfied. And Im not alone! Look up their ****** reviews and you will see many more like mine. Not worth it. Period.

  Pura

  Date: 10/09/2023

  Hello *****,I genuinely appreciate you reaching out and highlighting the concerns with your order. It's regrettable that you encountered issues, and I'm truly sorry for any inconvenience this may have caused.From my review of your account, I can confirm that when we were made aware your order hadn't arrived, we took immediate action and dispatched a replacement. I apologize for any oversight regarding the shipping delay, and we truly value your feedback to help improve our service.If you have further questions or any other concerns, please don't hesitate to contact us directly at [email protected] regards,

• Review fromClaudette S

  Date: 05/24/2023

  1 star

  Claudette S

  Date: 05/24/2023

  There is absolutely NO human to call and actually SPEAK to. I have 2 separate subscriptions and one I have no issues with (other than the scents I choose are often out of order ). But my second one continues to send my scents to my correct street address but NOT THE CORRECT ZIP CODE. I email DAILY I kid you not. Automated reply .. the FINALLY a reply to ask the exact same question after I have a detailed account of the issue AND even sent a screenshot to them . Customer service is horrific. So unprofessional not to me able to speak to a human . But their scents are amazing and safe for humans and animals . I love it. Just wish they had a physical number to call

  Pura

  Date: 10/09/2023

  Hello *********,I genuinely appreciate you taking the time to share your feedback with us. It's unfortunate to hear that our support didn't meet your expectations, and I truly apologize for any inconvenience.Your understanding and kind remarks about our products mean a lot, and I assure you we are diligently working to elevate our customer support experience to that same standard. The inclusion of phone support is certainly on our radar for the near future.If you need assistance or have further questions, please feel free to drop us an email at [email protected] regards,

• Review fromCynthia D

  Date: 04/19/2023

  1 star

  Cynthia D

  Date: 04/19/2023

  Ordered a few oil diffusers, which I have NOT received. Contact customer service and they have not been able to assist me. I was told to put a claim with the carrier, which I did and still no help! PLEASE go to Bath and Body Works where you are able to contact someone or walk directly into the store. They are taking people hard earned money and not fulfilling their orders.

  Pura

  Date: 10/09/2023

  Hello *******,Firstly, thank you for reaching out and sharing your concerns. It's genuinely disheartening to hear about the challenges you faced with your order, and I sincerely apologize for the inconvenience.Upon reviewing our interactions, I noted that after you provided the claim details from ***** our team reached out to verify your shipping address for the replacement. Unfortunately, it seems we missed receiving a follow-up from you.I understand how frustrating it can be when carrier issues disrupt a smooth experience. Please let us know if you'd like to continue with the replacement process or if there are any other concerns. You can connect with us directly at [email protected] regards,

• Review fromAngie H

  Date: 04/12/2023

  1 star

  Angie H

  Date: 04/12/2023

  Wish I would’ve read these reviews BEFORE I ordered! I am not in the same situation as all these others! Impossible to get any sort of help via their customer service. My very first order was held up due to an item they said was out of stock. Order now says fulfilled but the tracking show it was delivered to Florida….I live in Minnesota!! Now I wait again for someone to get back to me….not holding my breath! Cancelled my subscription and will file a dispute with my credit card for the order not received. BUYER BEWARE!!!!

  Pura

  Date: 10/09/2023

  Hello *****,I truly appreciate you reaching out and sharing your experience with us. It's regrettable to hear about the mix-up and confusion with your order's shipment.From my review, it's clear that you were refunded due to the shipping discrepancy, but I'm glad to hear that the order eventually reached you. Our decision to let you keep both the items and the refund was an effort to rectify the situation and offer a gesture of goodwill, especially given the challenges you faced.It's important to note that, while we strive for excellence in every step of our process, some factors, especially post-handover to shipping carriers, are beyond our immediate control. However, we're continually working to enhance our systems and our customer support to better serve our valued patrons like you.Should you have any more questions or if there's anything else we can assist you with, please do reach out to us at [email protected] regards,

• Review fromHope E

  Date: 04/06/2023

  1 star

  Hope E

  Date: 04/06/2023

  Constantly have to reach out to their ****************** team and ask where my order is! They have no issue taking my money every month but they can't deliver products. It's exhausting and frustrating. Especially for those who spend their hard earned money on something they like and want to like. Yet are met with constant disappointment.

  Pura

  Date: 10/09/2023

  Hello Hope,We genuinely appreciate you taking the time to share your feedback with us. We want to extend our sincerest apologies for any inconvenience you may have experienced due to shipping delays associated with your Pura order. We understand how frustrating such delays can be, and we're truly sorry for any disruption this may have caused to your plans.Your feedback is incredibly important to us, as it helps us identify areas for improvement within our shipping and delivery processes.At Pura, we are committed to providing our customers with the best possible experience, and we deeply regret any inconvenience you may have faced. Your satisfaction is our top priority, and we genuinely appreciate your patience and understanding as we work to rectify the situation.Thank you for bringing this matter to our attention, and we look forward to assisting you in resolving it to your satisfaction.Warm regards,

• Review fromDeanne S

  Date: 04/05/2023

  1 star

  Deanne S

  Date: 04/05/2023

  After being charged for a subscription order that I didnt receive, I reached out to PURA. The order even showed UNFULFILLED on their website! I took a screenshot of it! The customer service person changed the status to FILLED and said it was up to me to figure out what happened to it! Since when did it become the responsibility of the ***** to do the investigation on missing shipments? Ive never heard of such nonsense! Their email response just made me realize that PURA doesnt care about MY loyalty at allin fact, when a loyal customer tells them they did not receive a shipment, they put the blame/work on THEM to figure it out. Sadly, what this lack of customer support has done, reminds me why purchasing directly from PURA is obviously not what the company wants or needs.

  Pura

  Date: 10/09/2023

  Hello ******,First and foremost, I want to extend my sincere apologies for the inconvenience you've faced with your Pura order. It's always our intention to provide a smooth and hassle-free experience for our customers, and I regret that we fell short in your case.Occasionally, there are hiccups between our systems and the fulfillment center, which unfortunately may not reflect the real-time status of orders. At times when this occurs, our team has to manually go update the status on our backend which would update on your end either on the website or app. I recognize that asking you to reach out to **** might have seemed like an extra step, but this often aids in gathering more precise information to assist you better.Please let us know how we can further assist you or if you have any other concerns by reaching out directly to us at [email protected] regards,

• Review fromMelissa N

  Date: 04/04/2023

  1 star

  Melissa N

  Date: 04/04/2023

  I was charged for an order 3 weeks ago, that I have not received yet. This is the second delay I have experienced since my subscription started. Neither times was I made aware that it was out of stock until I sent an email inquiring about my order. During one of my inquiries, I asked if I could switch out the scents that were out of stock for ones that were in stock. I was told that is not an option. How is that not an option if they have my money for product that I do not have? The lack of communication about low inventory and the lack of alternatives for repeated inconveniences are the most disappointing parts of my experience as a Pura subscriber. I understand that product cannot always be stocked, but that needs to be communicated to the customer and an alternative needs to be presented. One of my orders is about to lap my upcoming order, and now I am worried I'll be waiting on two orders simultaneously (both that will have been paid for).

  Pura

  Date: 10/09/2023

  Hello *******,Firstly, I want to express my genuine regret for the inconvenience you experienced with your order. It's truly concerning to hear of such mishaps, especially when we strive for a seamless experience for our valued customers.It seems that an unexpected stock issue caused a delay in fulfilling your order. While we have measures in place to prevent processing when items are out of stock, occasional oversights do happen, and I deeply apologize for this lapse.Though we provided complimentary items as a gesture of goodwill, I recognize that it doesn't negate the initial inconvenience. We're continually working on refining our processes to ensure such issues don't recur.Your understanding and feedback are invaluable as we strive to better our services. Should you have any more concerns or questions, please don't hesitate to reach out to us at [email protected] regards,

• Review fromBC A

  Date: 04/03/2023

  1 star

  BC A

  Date: 04/03/2023

  The concept is wonderful, the diffusers are great but the customer service and business model are terrible. Charging customers without delivering product is illegal and hiding behind an automated chat bubble with no live customer service agent interaction is quite suspicious. I am quite disappointed and frustrated in the inability to reach someone to handle my issue of being charged for something I didn't receive. Shame on you Pura!

  Pura

  Date: 10/09/2023

  Hello ********,Thank you for sharing your feedback with us, and I genuinely regret the difficulties you've experienced with our service.Firstly, I want to assure you that at Pura, our primary aim is to deliver quality products alongside a seamless customer experience. I apologize profoundly for the oversight in your order and the challenges you faced in reaching our customer service.We are taking active measures to address the issues you've pointed out, including improving our communication channels and refining our business processes. The use of an automated chat is an attempt to ****************** for our customers, but I understand the importance of human interaction, especially in complex scenarios. We are working to improve this aspect.If you still have questions or concerns, please reach out to us at ************************************* again, I deeply apologize for the inconvenience, and we appreciate your patience as we strive to serve you better.Warm regards,

• Review fromDeLeasa J

  Date: 03/31/2023

  1 star

  DeLeasa J

  Date: 03/31/2023

  Order placed on Feb 28 2023. Now March 31,2023. Items marked as available on their site were not available (back ordered) so they are holding the entire order and my payment until the out of stock order is available. Absolutely no help from customer support. All automated responses. They have no idea when my shipment will be sent and will not return money. No phone number to call

  Pura

  Date: 10/09/2023

  Hey DeLeasa,Thank you for sharing your feedback with us. Your concerns genuinely resonate, and I'm deeply sorry for the oversight and the challenges you faced with our service earlier this year.We acknowledge that during that period, our communication channels may not have been as efficient or effective as our customers deserved. Since then, we've been actively working on enhancing our customer support experience, including improving our communication methods and streamlining our business processes.While I understand the specific issue you mentioned happened some time ago, I want to assure you that your feedback is invaluable. It's feedback like yours that drives us to make necessary changes and ensure that we continually evolve to meet our customers' needs.Please know that even if time has passed, we genuinely regret any inconvenience you faced. We are here to support and answer any questions or concerns you might have moving forward. Please feel free to reach out to us at ******************************** whenever you need.Thank you for your understanding, and we hope to serve you better in future interactions.Warm regards,

• Review fromJessica B

  Date: 03/28/2023

  1 star

  Jessica B

  Date: 03/28/2023

  This business is the absolute worst! I have had one package missing a scent which I had to wait for a replacement. They make you take a picture of the shipping box to "prove" the scent isn't there. The most infuriating experience is that I paid ***** for a subscription of 4 scents of which never arrived to my home address. They don't have a phone number. It takes them DAYS to email you back & when they do, it's unhelpful & without resolve. Lastly, their "customer service" chat agents are awful! They are unwilling to offer a resolve & definitely will deny you a re-delivery or refund! She told me to file a claim with *** and that was all she could offer me so she was "going to end the chat now" ARE YOU KIDDING ME?! SHAME ON THIS COMPANY!! I will be telling all of my **************** whom all use you to ensure their business goes elsewhere. This company deserves to fail. $***** wasted & nobody is willing to help.

  Pura

  Date: 10/09/2023

  Hello *******,First and foremost, I'd like to sincerely apologize for the difficulties and frustration you've experienced with our service. Your feedback is deeply concerning, and it's evident we fell short of providing the level of customer service you deserve.Regarding the missing scent and the process of providing a photo, it's a part of our verification process to expedite solutions. I understand how this can seem tedious, and I'm truly sorry for the inconvenience it caused.I also deeply regret the delay in our email response and the challenges you faced with our chat agents. Your experience is not indicative of the standards we strive for, and I'm truly sorry for the distress this situation has caused.I realize that being asked to contact *** for a claim might feel like an added burden on your part. I genuinely apologize for this, and I assure you that we always intend to provide the best solution for our valued customers.We will take your feedback to heart, review our processes, and work diligently to improve our customer interactions. If you still have questions or concerns, please reach out to us directly at ************************************* again, I deeply apologize, and thank you for your candid feedback. It helps us strive for better.Warm regards,