Cleaning Supplies
Puracy, LLCThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
07/31/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Dear Puracy Customer Support,I hope this message finds you well. I am writing to express my disappointment regarding my recent purchase of Puracy Natural Body Wash and Puracy Natural Exfoliating Scalp Shampoo. I am contacting you through the Better Business Bureau (BBB) and this contact form due to numerous unanswered attempts via email and phone.The email associated with this order is *********************** The phone number is ************, and the card used ends with 1751. The name on the order is *****************, and the order number is PUR355248.After using both products, I experienced significant skin irritation. The body wash left my skin dry and itchy, and the scalp shampoo caused discomfort and redness. I followed the usage instructions carefully and have no known allergies to natural products. This was unexpected and disappointing given Puracy's reputation.According to your website, you offer a money-back guarantee if customers are not satisfied. I am clearly not satisfied due to the adverse reactions and have discontinued using both products.Despite multiple attempts to contact customer support, I have received no response. This lack of response is unacceptable and has forced me to escalate this issue through every possible channel, including the BBB.I expect a prompt resolution, including a full refund. All necessary information regarding my order has been provided. Failure to respond in a timely manner will result in further actions to address my concerns appropriately.Thank you for your immediate attention to this matter.Initial Complaint
01/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
My order of 3 bottles of baby laundry detergent, one sprayer bottle of stain remover arrived in a badly torn, wet box with a big hole due to no preparation to prevent the bottles from leaking. The sprayer bottle leaked 80% of the product during shipping. I have emailed the company many times, no response.Initial Complaint
08/18/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order on Aug 2, 2023 and the order still remains unfulfilled (#PUR296349). I emailed Puracy support about this two days ago and got no response. I just called their support line and it said no agents were online. I've never had an issue with Puracy before and I'm appalled at this recent behavior. Is the company going out of business?Business response
08/21/2023
Hi *****,
I'm so sorry that you have not received your order! Upon checking our system, it doesn't appear that we received an email prior to 8/19 when our customer service team responded the same day. However, the team should be available via phone during working hours - we are looking into this further. I am happy to see that the agent was able to assist you and reprocess your order right away. Our sincere apologies for the delay and any inconvenience it caused you. Please let us know if there's anything else we can do to help!
Best,
Puracy
Customer response
08/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I had to contact the business on ******** messenger to get a response. I am still concerned that they did not receive my email or phone call, but their resolution via ******** messenger is satisfactory. They gave me the option of reprocessing or refunding my order. I chose to reprocess, and they refunded me a small amount for my inconvenience.
Regards,
*******************Initial Complaint
04/20/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order with this company and had missing items when I got the order. I have emailed 3 times and called, left message and have not received any response except the generic auto response when you contact them.Business response
04/20/2022
Hi ******,
We are so sorry to hear that your order arrived with missing items. We will be following up with our **************** team to ensure all emails are answered in a timely manner. It looks like the team was able to assist you with a replacement order that is due to arrive today and tomorrow. Please email us directly at [email protected] if you have not received your tracking information!
Best,
Puracy
Customer response
04/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*************************Initial Complaint
04/06/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I have placed 2 orders where my credit card was charged but the order was never shipped or received. Order # ****** on 1-18-22 and order # ****** on 2-28-22. The orders went so far as to generate a shipping label. My credit card was charged. However when I checked with the shipper my orders were intercepted canceled by Puracy. I have been trying to contact them for weeks to get a resolution with multiple emails and phone calls with no response. HORRIBLE customer service!Business response
04/06/2022
Hello ***,
We are very sorry to hear about the trouble with your latest orders- this is certainly not the experience we want you to have ordering from us! We will follow up with our fulfillment team on your order from January as we were not alerted of any change in shipping instruction. Our records indicate that our **************** team replied to your inquiry on March 17th to advise out of stock status in your order. It looks like we were waiting for a reply to either reship or refund the items in the new size. Our apologies if this did not make it to your inbox- sometimes our emails end ** in spam or promotions folders accidentally. I've gone ahead and issued refunds on both of the orders in question and you should receive separate confirmation emails for both. The items in your upcoming subscription order should ship without consequence, but please let us know if you have any further questions or concerns. We appreciate your business and hope to regain your trust with future orders.
Best,
Puracy
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Customer Complaints Summary
5 total complaints in the last 3 years.
2 complaints closed in the last 12 months.