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 fromAshley M

  Date: 03/23/2023

  1 star

  Ashley M

  Date: 03/23/2023

  This company needs shut down! I only ordered because an influencer recommended it. Loved some of the scents, but they have no real person customer service. They will not stop charging me for the horrible scent!!!!!!!!

  Pura

  Date: 10/09/2023

  Hello ******,I'm truly sorry to hear about the challenges you've faced with our service. We value feedback from all of our customers, and it's concerning to hear that your experience has been less than satisfactory.It's great to know that you loved some of the scents, but I genuinely apologize for the issues you've faced with ongoing charges and our customer service. We're constantly working to improve our service and communication channels to better serve our customers.I'm glad we identified the issue with the subscription being linked to a misentered email address and have since canceled it.Once again, I deeply apologize for the inconvenience If you have any questions or concerns, you can always reach us at ******************************** Warm regards,

• Review fromTERI S

  Date: 03/16/2023

  1 star

  TERI S

  Date: 03/16/2023

  Order placed on March 9, 2023. One item that was marked as available on their site is actually 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 around why they won't ship.in stock items and send the item they show (still) as available later. Standard shipping is 3 to 5 days. They have no idea when my shipment will be sent and will not return money. No phone number to call...just a bot chat that has no authority on actual customer service.

  Pura

  Date: 10/09/2023

  Hello ****,I sincerely apologize for the inconvenience you faced with your order and the challenges in communicating with our customer service. The discrepancy between the product availability displayed on our site and its actual stock status is indeed concerning.Although we strive to ensure orders don't process with out-of-stock items, occasionally some do get overlooked. We're committed to enhancing our system to avoid such oversights in the future.We are currently focusing on enhancing our communication channels. While we don't offer phone support at the moment, we acknowledge the importance of more immediate and effective customer interactions.Should you have further questions or concerns, you can reach us at ************************************** you for your understanding.Warm regards,

• Review fromSUSAN C

  Date: 03/13/2023

  1 star

  SUSAN C

  Date: 03/13/2023

  No customer support other than a few troubleshooting tips on app. Received email that an order had shipped. I did not place an order. No way to cancel order. They make you return the order instead. Horrible business model. Do not recommend.

  Pura

  Date: 10/09/2023

  Hello,I'm truly sorry to hear about the challenges you've faced with our service. I understand the frustration stemming from receiving an unexpected order and the perceived lack of direct customer support.Upon review, I see that we assisted in getting that subscription canceled. However, I acknowledge that our process might not have been as accommodating as you'd hoped. We're continuously working to refine our systems and customer interactions based on feedback like yours.Thank you for bringing this to our attention, and if you have further questions or concerns, you can reach out to us at [email protected] regards,

• Review fromTj J

  Date: 03/10/2023

  1 star

  Tj J

  Date: 03/10/2023

  I placed an order on January 1st and it is now March 10th and my order still hasnt shipped out. *** sent numerous emails with no response from Pura. TERRIBLE CUSTOMER SERVICE

  Pura

  Date: 10/09/2023

  Hello,I genuinely regret to hear about the extended delay with your order and the lack of communication from our end. It's truly concerning to know that your emails haven't received timely responses. We strive to provide the best customer service, and it's evident that we fell short in this instance.While I cannot change the past, I'd like to acknowledge the inconvenience you faced. Please know that your feedback is essential for our continuous improvement.Should you have further questions or if there's anything you'd like to discuss, please feel free to reach out to us at ************************************** you for your understanding.Warm regards,

• Review fromPatty B

  Date: 03/09/2023

  1 star

  Patty B

  Date: 03/09/2023

  The customer service is horrible. I cant get a response from them. They give me a discount code, that doesnt work. Tried to reset my password but you have to have a discount code. I was so frustrated with them I stopped my subscription with them, they ripped me off $48.24. Its a scam. They owe me that $48.24, they shouldnt be able to get my money,Biggest scam ever.

  Pura

  Date: 10/09/2023

  Hello *****,I'm truly sorry to hear about the challenges and frustrations you've experienced with our service. It's deeply concerning to read about the issues with the discount code, password reset, and the charge you've mentioned.Upon review, it appears there was a typo in the email associated with your account, which may have contributed to the difficulties you faced in seeing and managing your subscription. I understand that this only compounded the challenges you experienced. After you contacted us, we were able to identify the issue and assist in canceling your subscriptions.While this doesn't negate the inconvenience you faced, I hope it provides some clarity on the matter. We genuinely value feedback like yours as it helps us identify areas where we need to improve.Should you have further questions or concerns, please reach out to us at ************************************** you for your understanding.Warm regards,

• Review fromLandry H

  Date: 03/04/2023

  1 star

  Landry H

  Date: 03/04/2023

  I have tried to cancel my account for three months and they ignore the request and continue to charge my credit card. Ridiculous customer service.

  Pura

  Date: 10/09/2023

  Hello ******,I'm genuinely sorry for the inconvenience and frustration you've experienced with the cancellation of your account and the continued charges on your credit card.Upon reviewing the details, it seems there may have been confusion with the login method or email used, which could have contributed to the challenges in accessing and managing your subscription. After you reached out to us, we identified this issue and promptly sent a password reset to the correct email, enabling you to address the matter.While this doesn't negate the past difficulties you faced, I hope it clarifies the situation. We truly value feedback like yours as it guides our ongoing efforts to improve.For any further questions or concerns, please reach out to us at ************************************** you for your understanding.Warm regards,

• Review fromRhonda R

  Date: 03/04/2023

  1 star

  Rhonda R

  Date: 03/04/2023

  I ordered a product on January 28th and they also took payment in full on this date. It is now March 3rd and my product still has not shipped. There is no phone number to call with a live person, only email. I have made multiple attempt to get my money back and although they say my account will automatically be credited if not shipped within 30 days of order, nothing has been done. I have repeatedly asked to cancel subscription and order and all I get is an email saying my items are on back order

  Pura

  Date: 10/09/2023

  Hello ******,I sincerely apologize for the extended delay you experienced with your order and for the challenges in reaching out to our customer service. I understand the frustration this has caused, especially when communication channels felt limited.I'd like to clarify that due to certain system limitations, our direct support agents are unable to cancel orders. However, upon receiving your communications, we reached out to our warehouse to address the issue. I can confirm that your order has been canceled, and a full refund has been processed.We genuinely value feedback like yours, as it helps us identify areas for improvement. Thank you for bringing this to our attention.For any future questions or concerns, please reach out to us at [email protected] regards,

• Review fromMichelle M

  Date: 02/27/2023

  1 star

  Michelle M

  Date: 02/27/2023

  Take my money.... don't ship my product....February 8, 2023, Pura hit my card for my second month of my subscription. Today is February 27, and they have yet to ship my February order. My device has been out of scent for 3 weeks and all I have is an ****** priced night light. I can't cancel because I committed to the six month trial and I can't return the device because I am beyond my 30 day trial. March 8th I will get charged again. I would love some feedback if anyone knows how I can legally get out of this since Pura has failed to hold up their end of the deal.The 1 star is because you can't do zero.

  Pura

  Date: 10/09/2023

  Hello ********,I deeply regret the inconvenience you faced with your order and the subsequent challenges with our service. I'm so sorry to hear that you were left without the scents for your device, especially after committing to a trial with us.The experience you've described does not reflect the standards we aspire to provide for our customers. We acknowledge the lapse and are truly sorry for the disappointment and frustration you've felt.Your feedback serves as a crucial reminder for us to constantly review and improve our processes and communication. If you have any further questions or need clarity on past issues, please feel free to contact us at ************************************** you for your understanding.Warm regards,

• Review fromJeanette C

  Date: 02/21/2023

  1 star

  Jeanette C

  Date: 02/21/2023

  Wish Id read the reviews before I got into this mess of a company, I canceled my subscription after 6 month because I was locked in for that long, they turned around and charge me for the diffuser anyway. What a scam .

  Pura

  Date: 10/09/2023

  Hello ********,I truly apologize for the experience you had with our company. It is regrettable that you felt this way, and I am deeply sorry for the confusion and frustration caused by the unintended charge due to a system error.We did process a refund for the said charge, and I'm glad that the resolution met your satisfaction. We understand the importance of trust in our relationship with customers, and it's disheartening when mistakes on our part undermine that trust.Your feedback is invaluable as we work towards refining our systems and ensuring similar issues don't reoccur in the future. Should you have any other concerns, feel free to contact us at ************************************** you for your understanding.

• Review fromTamara M

  Date: 02/17/2023

  1 star

  Tamara M

  Date: 02/17/2023

  Just like everyone here says, the customer service is horrible and they lock you in, even if youre unsatisfied. The scents barely last and its so expensive. Huge let down and huge waste of money.

  Pura

  Date: 10/09/2023

  Hello ******,I'm genuinely sorry to hear about your dissatisfaction with our service and products. We aim to provide a positive experience for our customers, and it's clear that we missed the **** in your case.Regarding the commitment period, we do have policies in place, including the 30-day return window, which are intended to help manage our operations, but we recognize that these can sometimes feel restrictive. I regret that we couldn't facilitate a refund due to this policy timeframe.Your feedback on the longevity of the scents and their cost is noted. We continually work on refining our offerings based on customer feedback, and insights like yours are crucial in that process.If you have further questions or any other concerns, please feel free to contact us at ************************************** you for sharing your experience.Warm regards,