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 fromMeaghan C

  Date: 05/14/2025

  2 stars
  While the idea of an app run air freshener is nice, the company has very poor customer service. I reached out for support regarding consolidating my accounts as I accidentally created two. Instead of assisting they laid out terms that I agreed to when creating the accounts and how I would be fined $100 if I tried to adjust one of them. It was a very aggressive email for what I thought was a simple request. Rather than threatening to charge me they could have gone about it differently, like tell me they cant consolidate and Id need to manually remove my air fresheners from the one account and add it to the other. I wasnt trying to cancel my subscription but they acted like I was and were very aggressively trying to stop/threaten me if I did. Anyways, apparently Im stuck with this subscription for 6 months or can pay $100 to get out of it. ??

• Review fromJocelyn H

  Date: 04/09/2025

  1 star

  Jocelyn H

  Date: 04/09/2025

  What customer service? This should be a warning to anyone looking to purchase from PURA. They have zero customer care/service. My ******************** device will not connect, the troubleshooting is a joke and basically have all these scents that are going unused. I have cancelled my subscription, my pura device is worthless. Never again, Pura has bad Karma headed their way.

  Pura

  Date: 04/10/2025

  Hi *******,Thank you for your feedback, and Im so sorry to hear about your recent experience. We definitely want to make things right and help resolve the issue with your device.I took a look at the email address associated with your review and I wasnt able to find any recent contact from youour last message appears to be from July 2023. If you did try to reach out, could you let us know how you contacted us? For reference, our direct support email is *************************************** feel free to reply to this message or send us an email directly, and well prioritize getting this resolved for you as quickly as possible.Looking forward to helping you out.

• Review fromALEX C

  Date: 03/28/2025

  1 star

  ALEX C

  Date: 03/28/2025

  This company has horrible customer service!! I spent 4 days communicating back and forth between many representatives. I only got generic and conflicting answers without substantial explanation or solution to my problem. I was a first time customer, but after this horrible experience, I will return all the products because I dont want to conduct business with this company.

  Pura

  Date: 04/03/2025

  Hi ****,Thank you for reaching out. It looks like your issue was resolved on the ticket, but I wanted to personally follow up after reviewing the experience you had. I sincerely apologize for the frustrating back and forth you encountered thats not the kind of service we aim to provide.We're actively working on streamlining our communication processes to ensure a more consistent and helpful experience moving forward. I completely understand your frustration and truly regret that your first experience with us was anything less than exceptional.We appreciate your feedback and genuinely hope well have the chance to earn back your trust in the future.

• Review fromEnrique H.

  Date: 03/14/2025

  1 star

  Enrique H.

  Date: 03/14/2025

  Never received my order after a month of waiting. Never got responses for my emails that I sent 3 different times. Now I doubt if I can even get a refund, what a scam period

  Pura

  Date: 03/18/2025

  Hi *******,Im so sorry to hear about your experience, and Id love to help make this right! I wasnt able to locate any emails tied to the address you provided, so I want to make sure were looking in the right place.Would you be able to confirm if theres another email address associated with your order? If possible, sharing your order number would also help us track it down quickly.Were here to help and want to ensure you receive your order or a resolution as soon as possible. Looking forward to your response!

• Review fromCalvin Y

  Date: 01/07/2025

  1 star

  Calvin Y

  Date: 01/07/2025

  Horribly run business. Shipping takes week's and when you are on their discounted subscription plan that poses a problem. I am literally still waiting on this months shipment and the will be billing me in another week for the next. **************** is abysmal.

  Pura

  Date: 01/08/2025

  Hello ******,Thank you for taking the time to share your feedback. Were sorry to hear about your frustration with the delay in your shipment and your experience with our customer service.During the holiday season, shipping carriers often face increased volume, which can sometimes lead to delays in delivery. When you reached out to us, we provided an updated tracking link to help you monitor your order's progress, and we regret if this process felt inconvenient.We understand how important it is to receive your subscription orders on time, and were actively working with our shipping partners to minimize delays during these busy periods. Your feedback is important to us and helps us improve both our processes and customer support.If theres anything further we can assist you with, please dont hesitate to contact us at ********************************* Thank you for your patience and for giving us the opportunity to address your concerns.

• Review fromNoah C

  Date: 12/18/2024

  1 star

  Noah C

  Date: 12/18/2024

  Dont buy from this company. They lie about delivery dates. I am getting my products 6 days after and am not sure they still will actually show up. I have sent them 3 emails and yet to get a response 3 days later. They also automatically add to your cart at checkout.

  Pura

  Date: 12/20/2024

  Hello ****,Thank you for sharing your concerns. We sincerely apologize for the delay with your order and any inconvenience it has caused. While our standard delivery timeframe is typically 3-5 business days, we understand how frustrating it can be when delays occur. Unfortunately, during the holiday season, increased volume can sometimes impact carrier timelines, which may have contributed to the delay in your shipment.Regarding the concern about items being added to your order, customers do have the option to purchase additional items after checkout if they select them. We apologize for any confusion this may have caused and appreciate your feedback, which helps us improve our processes and **************** address the delay with your delivery, weve refunded 25% of your order total as a gesture of goodwill. While we know this doesnt completely resolve the inconvenience, we hope it demonstrates our commitment to making things right.If theres anything else we can do to assist you, please feel free to reach out to us at *********************************

• Review fromCarlos H

  Date: 11/15/2024

  1 star

  Carlos H

  Date: 11/15/2024

  I recently ordered a diffuser and two scents from Pura but was disappointed with their customer service. Shortly after placing my order, I noticed a promotion offering a free diffuser with the purchase of two scents. I hadnt seen this option when I ordered, so I contacted customer service to see if they could cancel my order or apply the promotion.Unfortunately, I was told the order was in the processing phase and couldnt be canceled. They also refused to apply the promotion, even after I explained that by the time the order arrived and I returned it, the promotion would no longer be available. It felt unnecessarily rigid, especially since the order hadnt even shipped yet.While I like their products, this experience left me frustrated and questioning their commitment to customer satisfaction. A little flexibility and understanding could go a long way.

  Pura

  Date: 11/18/2024

  Hi ******,Thank you for reaching out and sharing your recent experience with us. Im truly sorry to hear about the frustration this situation has caused, especially since we always aim to provide excellent service alongside our products.We completely understand how disappointing it must have been to miss out on the promotion and feel that there wasnt enough flexibility to help you. I want to assure you that we value your feedback, and wed be more than happy to assist in getting this resolved for you.I took a moment to search for any recent contacts under the email address linked to this review but wasnt able to locate anything. Could you kindly share an alternate email address or additional details about your order? This will help us investigate further and get you the assistance you deserve.Thank you for giving us the opportunity to make this right. We appreciate your patience and look forward to helping you enjoy your Pura experience to the fullest.Warm regards,***** Pura Customer Support

• Review fromCarole R

  Date: 10/10/2024

  1 star

  Carole R

  Date: 10/10/2024

  One of the worst companies for customer service. No accommodation made for defective products. I will never use them again. I wonder if they dont have any kind of BBB accreditation and get bad reviews.

  Pura

  Date: 10/30/2024

  Dear ******,I was truly sorry to hear about the issues you encountered with your recent purchase. We strive for excellence in our customer experience, and it seems we fell short this time.Upon reviewing your case, I can confirm that refunds for the returned items have been processed successfully. We are currently awaiting the return of the diffuser to finalize the remainder of your refund. Rest assured, we are on top of this and will keep you updated as soon as we receive it.Please know that your satisfaction is very important to us, and we are here to help in any way we can. Feel free to reach out at any time if you have further questions or need additional assistance.

• Review fromHannah H

  Date: 09/24/2024

  1 star

  Hannah H

  Date: 09/24/2024

  I ordered scents from this company and their car diffuser at the beginning of the summer. I ran out of scents so I decided to get a few more. I ordered 3 scents. Order email confirmed.I then get an email stating order updated and thought maybe they ran out of a scent or swapped it. I come to find out they ADDED a $49 car diffuser without my authorization and charged **** emailed them asking them to rectify it and they told me they couldnt. They said I went back in MYSELF and used their special feature they offer to edit orders and added the ********** order wasnt even fulfilled yet. I emailed minutes after I received the updated email. And by the time they got back to me midday, it still wasnt fulfilled. They could have easily removed it.Mind you, I dint even know this feature existed and I dont need another car diffuser. I have one. Why would I purchase another?They stated In order for me to get my money back, I have to return it. Which is time and money I now have to spend on a problem, they created.This is slimey business practice and horrible customer service. I will never support them again and Ill warn my friends about it. Its wrong.

  Pura

  Date: 09/30/2024

  Hello Hannah,We truly appreciate you sharing your experience with us and apologize for the frustration you encountered with your recent order. It appears that the additional car diffuser was mistakenly added using a feature on our site that allows customers to update their orders. We understand that you were unaware of this feature and did not intend to add the diffuser to your purchase.When you reached out to our team, your order had not yet been fulfilled, but unfortunately, our systems settings did not allow us to remove the item at that stage. We understand how frustrating that must have been, especially since you already own a diffuser and did not need another one. While we initially provided a return option to resolve the issue, we recognize that this was not the most convenient solution.After further review, weve gone ahead and refunded the full amount for the diffuser, and you are not required to return the item. We want to assure you that were investigating this situation internally to prevent similar issues from happening to other customers in the future.We sincerely apologize for any inconvenience this may have caused and truly appreciate your feedback. Your satisfaction is important to us, and were committed to making sure you have a positive experience with Pura moving forward. If you have any additional questions or concerns, please dont hesitate to reach out to us at ************************************** you again for your understanding.

• Review fromDerrick C

  Date: 07/20/2024

  1 star

  Derrick C

  Date: 07/20/2024

  I recently had an issue with my Pura Car Freshener after about a year of use. Despite trying to update the diffuser multiple times, it completely stopped working. When I reached out to Pura's customer support for help, the experience was extremely disappointing.After several back-and-forth messages, they simply told me that they couldn't replace the filter because it was out of warranty. They expressed regret for my experience but offered no real solution to my problem.For a premium brand, I expected much better support. The lack of assistance and resolution was very frustrating. I would advise potential customers to be aware of the poor customer service before purchasing.

  Pura

  Date: 07/22/2024

  Hello,Thank you for sharing your feedback, and we're truly sorry to hear about your recent experience with our Pura Car Diffuser. We strive to provide quality products and customer service, and it seems we fell short in this instance.Our products do come with a warranty period, which is intended to ensure that any defects or issues that arise shortly after purchase can be resolved. Unfortunately, as your car diffuser was out of this warranty period, we were unable to offer a replacement.However, we understand the frustration this has caused, especially as a loyal customer expecting the dependable quality associated with our brand. We take your feedback seriously and continuously work on enhancing our support to better serve our customers.We appreciate you bringing this issue to our attention, and we are reviewing our customer service policies to find ways to assist our customers more effectively, even post-warranty. Your comments help us improve and ensure that experiences like yours are not repeated.Thank you for your patience and understanding.Best regards,