The device works well, the scents are nice and last depending on how often you schedule it and the intensity. Don't get the subscription. I gave this 2 stars solely because of the subscription. I got the subscription because I wanted to always have some handy. Well they didn't ship and I was busy. Since it lasted over a month in the beginning I never noticed. I'd end up ordering directly and sometimes it would show up. Then they told me they couldn't do much sense the auto orders were over 30 days ago. When I finally found out how to see order history I was amazed at how much I ordered and how few were ever shipped. Yes, some shipped!
I have been back and forth with customer service and they have been gaslighting me and saying my order was correct, when in fact, it was not. They failed to send me 2 fragrances and after multiple attempts and photo evidence sent to them, they continue to dismiss my emails. Very disappointed. Order #PSI22549076
Response from PuraOct 16, 2026
Hi Angela,
We're sorry to hear about your experience and understand how frustrating it must have been to feel that your concerns weren't being addressed.
After reviewing your correspondence with our Customer Care team, we can see that we've offered to send replacement fragrances as a courtesy to help resolve this. Our team reached out on October 15 requesting confirmation of your shipping address and the two fragrances you reported missing.
We're more than happy to get those replacements sent your way as soon as we receive that information.
We appreciate your patience and the opportunity to make things right.
Best,
Pura Customer Care
DR
Drew
Poor customer service.
Poor customer service.
Impossible to reach a person. They use stupid generic AI email replies. Impossible to change an address. Impossible to even log out on the website !!!
Response from PuraOct 2, 2026
Hi Drew,
Thank you for sharing this feedback. We’re sorry to hear how frustrating it’s been trying to get the help you need, especially with something as straightforward as updating an address.
We’ve requested some additional information from you through Trustpilot so we can locate your account and better understand what happened. We’d like the opportunity to personally review your experience and help resolve any outstanding issues and make this right.
We appreciate you bringing this to our attention and hope we can make this experience better for you.
Best,
Pura Customer Care
RW
Rachel W.
Would give 0 stars if i could
Would give 0 stars if i could. I was initially really excited to get this purifier for Christmas last year - SAVE YOUR MONEY. I regret asking my family to spend their hard earned money on this trash company. Scents are stupidly overpriced ($20 for some scents) that barely last 2-3 weeks and half the time I can hardly smell them in my apartment that is less than 1,000 sqft. I recently decided to try ordering scents from them and my order has been in transit for over 2 weeks and it’s stayed entirely in the US…. I can’t say this enough SAVE YOUR MONEY. A cheaper water diffuser works better than this thing is way less expensive and better for the environment.
Response from PuraOct 2, 2026
Hi Rachel,
Thank you for taking the time to share your experience. We’re sorry to hear how disappointing your experience with Pura has been, especially after initially being excited to receive your diffuser as a gift.
We also noticed your concern about your recent fragrance order being in transit for more than two weeks. That is certainly longer than we would expect, and we’d be happy to look into the shipment and help make things right.
We’d also be happy to assist with the concerns you mentioned regarding fragrance strength and longevity. There may be some settings or troubleshooting steps we can walk through with you to help improve your experience with the diffuser.
We’ve requested some additional information through Trustpilot so we can locate your account and order details. Once we receive that information, we’d be happy to take a closer look at the shipment and see how we can help address your concerns.
We appreciate you giving us the opportunity to help.
Best,
Pura Customer Care
SO
Sara O.
Pura not what it touts
Pura, like so many subscriptions companies, hides things in the small print. They offer a free device but when you cancel subscription, you will pay for it unless you’ve had 12 subscriptions delivered. That is very fine print btw until you go to cancel. Like others, the scents don’t last long and my devices have all had issues. Are the scents nice? Yes. Do they seem more pure than others? Yes. But it’s not worth the price tag. Skip it. Find something else that is not subscription based. Very disappointed with the company. Oh, and you’ll get an AI generated response to questions and concerns.
Response from PuraSep 20, 2026
Hi there,
Thank you for taking the time to share your feedback. We’re sorry to hear about the frustration you’ve experienced with your subscription, devices, and fragrances.
We did reach out requesting some additional information so we could locate your account and review your experience more closely. Unfortunately, we have not received the requested information, which means we’re unable to identify your account or personally address the concerns mentioned in your review at this time.
We’d still be happy to take a closer look. If you’re willing to provide the requested account information, our team can review your subscription history, device concerns, and any charges associated with your account so we can provide a response specific to your situation.
We appreciate the feedback and hope you’ll give us the opportunity to help.
Best,
Pura Customer Care
HW
Holly W.
Ruined baseboards
I had three puras in my house and two of them ruined my newly renovated house baseboards and they said they are not liable for it even when it was used correctly. I now have to get my painter to come back and fix the baseboards and it also ruined part of my wood floor under the baseboard. I have photos but it wont let me upload them on this review
Response from PuraSep 20, 2026
Hi Holly, thank you for sharing your feedback. We’re sorry to hear about your experience. Our team has been in direct communication with you regarding your concerns, and we appreciate the opportunity to work with you directly.
HS
Heather S.
Would rate it less if I could
Would rate it less if I could. This company sucks. They only have an AI assistant for support. No way to speak with a human. I need help with this expensive piece of crap
Response from PuraSep 20, 2026
Hi Heather,
We’re sorry to hear about your experience and would genuinely like the opportunity to connect you with a member of our team for personalized support.
Unfortunately, no account or contact information was provided with your review, so we haven’t been able to locate your account or reach out to you directly regarding the issue you’re experiencing.
If you’re willing to provide the requested information, a member of our team would be happy to personally review your concerns and help determine the best next steps.
Best,
Pura Customer Care
BR
Becky R.
This company is an expensive scam
This company is an expensive scam. I tried one of their wall diffusers on promotion, and then for health reasons found I could no longer have fragrance in my home. Trying to unsubscribe was a nightmare, plus they charged me MORE than the stated price for the wall diffuser that was not fulfilled! Stay FAR AWAY from these people - their customer service is beyond terrible, and their subscription terms are beyond confusing. Don’t bother!
Response from PuraSep 2, 2026
Hi Becky,
We are so sorry for the frustration caused by this experience. While you signed up for a subscription promotion in exchange for free items, we're more than happy to waive that early cancellation fee. We processed your refund for this, and you should have received an email regarding the refund details. Thank you again, and take care!
- Pura Customer Care