Total garbage they made it out to seem like I only had to pay shipping for the “trial sale” “cancel anytime” they had. A month later they are autofilling the fragrance at $26 for 2 and said if I want to cancel I have to send back the device or be charged for it! Pura is a SCAM
Response from PuraSep 19, 2025
Hi Jena,
Thank you for sharing your feedback with us. We’re sorry to hear about your frustration, and we completely understand how this situation may have felt unclear or upsetting.
We do try to be as transparent as possible about the terms of our Free Device promotion, including throughout the checkout process. The promotion provides the device for free as long as the subscription is maintained for 12 months. If you choose to cancel early, you are charged for the cost of the device. Alternatively, if you prefer not to keep the device, you may return it, and we will issue a full refund.
We’d love the chance to look into your specific order and help get this resolved for you. If you could share your order number, we can review your account and see what next steps are available.
Thank you again for your feedback — it helps us improve the customer experience.
AF
aj F.
Pura absolutely sucks
Pura absolutely sucks. They make it seem like it’s a free subscription then charge you when you cancel it. Why I thought was free ended up being an $80 charge. And customer service does not exist at this company. DO NOT BUY ANYTHING FROM HERE. f ing terrible company.
Response from PuraSep 17, 2025
Hi there,
Thank you for sharing your feedback. We’re sorry to hear about your frustration and we’d like to look into this further for you. Could you please provide your most recent order number so we can review the details of your account and charges?
We also want to clarify that our free device promotion does require an active subscription for 12 months in order for the device to remain free. If the subscription is canceled before the 12-month commitment is fulfilled, the cost of the device is charged, as stated in the terms and conditions at checkout.
Once we have your order number, we’ll be happy to review your situation and see what we can do to help.
– Pura Customer Care
MP
Maria P.
I'm starting to wonder....
I'm starting to wonder about this company. I started a subscription a couple months ago and everything has been fine until this last order. Charged my card Sep 3 and its now Sep 15 with USPS still not showing in their system. No response from customer service. And I am supposed to buy 2 scents per month for a year? I understood it as 6 months worth of scent and my obligation would be complete. I'm at the point I'd like to be able to back out of this "deal" especially after reading the reviews here.
Order #17205852
If I dont get this resolved, I'm going to contact my credit card company and dispute any and all charges.
Response from PuraSep 16, 2025
Hi Maria,
Thank you for reaching out. This definitely appears to be a carrier issue. I would suggest reaching out to the carrier to follow up and get additional details on the delivery.
In the meantime, given the amount of time that has passed, I’ve gone ahead and placed a request to have your order replaced. You’ll receive a confirmation email once the replacement is on its way.
Please let us know if you have any additional questions or concerns — we’ll be happy to help.
– Pura Customer Care
LP
Leilani P.
Extremely Poor Experience with Pura
Extremely Poor Experience with Pura
I want to share my extremely disappointing experience with Pura.
First of all, the courier service used for delivery has proven to be highly incompetent. They failed to read the delivery instructions, which caused my diffuser to be delivered incorrectly, and I never received it.
It took a great deal of effort just to reach customer service.
I tried emailing—no response.
I tried calling—long hold times ending with an automated message promising a call back that never came.
I even tried the chat feature—only to be left stuck in the queue.
Eventually, Pura sent me a second diffuser, but once again the delivery service failed to follow instructions. I finally received the diffuser today, 09/15/25, even though I originally purchased it on 08/16/25.
To make matters worse, on 09/12/25 I attempted to cancel my subscription because I had not even received the diffuser and did not want to be billed for a refill scent ($21.00). Instead of honoring this, I was immediately charged $106.00 as a cancellation fee. I was told the only way to receive a refund was to reinstate the subscription—completely unreasonable.
Overall, this entire process has been frustrating, time-consuming, and unacceptable. Between the poor delivery service, unresponsive customer support, and unfair billing practices, I cannot recommend Pura. Honestly, you may want to consider alternatives like Scentsy—their oils are cheaper, and the customer experience is far less stressful.
Response from PuraSep 16, 2025
Hi Leilani,
We are very sorry to hear about your recent experience with us and truly appreciate you taking the time to share this feedback. We completely understand how frustrating this situation must have been for you.
We do our best to provide detailed delivery instructions to the carrier, but ultimately it is up to the carrier to follow those instructions. We have shared this feedback with them to help improve the delivery experience moving forward.
We also reviewed your communication history with us and were unable to locate any records of calls or emails on file. Our records do show that you were connected with an agent during each chat interaction you initiated. If you could kindly confirm the email address or phone number you used when trying to reach us, we’d be happy to investigate this further.
Regarding the charge you received, it is tied to the promotion you used, which provides a free device as long as you remain subscribed for 12 months. If the subscription is canceled prior to completing the 12-month commitment, the full price of the device is charged. These details are outlined in the terms and conditions of the promotion during checkout.
We appreciate your feedback and will use it to improve both our delivery experience and communication with customers.
– Pura Customer Care
SR
Shailesh R.
Scam
Do not waste your money on this company. They charged my card with a huge amount without even informing me, and I never received a single product. On top of that, their so-called customer helpline is a joke—no one answers, ever. This is nothing but a scam, and I regret buying from Pura.
Response from PuraSep 15, 2025
Hi Shailesh,
Thank you for bringing this to our attention, and I’m truly sorry to hear about your experience. This is definitely not the kind of service we want for our customers. If you could please provide your order number or the email address used to place the order, we’d be happy to look into this right away and make it right for you.
You can reply here or reach out to us directly at [email protected] so we can resolve this as quickly as possible.
LM
Lolita M.
I was just charged over a hundred…
I was just charged over a hundred dollars for products that I didn't purchase and put me in debt like what the f pura.
Response from PuraSep 5, 2025
Hi Lolita, I am so sorry for the stress this caused. We want to make this right as fast as possible. If you can share the order number that was charged, we’ll be able to look into this right away and get back to you as soon as possible. If any charge was not authorized, we’ll make sure it is refunded and your account secured.
IF
Iflysamu
Horrible customer service
I’m go I’m them 1 star. 1 week and you can’t get ahold of customer service. 261 employees my butt!!! Horrible service that alone is enough to say good bye
Response from PuraSep 5, 2025
Hi there. I am sorry for the delay getting through to us. We want to help make this right. If you can respond with your order number, we’ll review your case and get back to you as soon as possible.
MC
matthew C.
Rip off,took my $ gave me nothing
Did not read the scent amounts correct. Completely did not recognize 2 of the $15 bottles! Only refunds i still pay almost $20 & end up with nothing! Its garbage & the management will not refund a thing! Im disgusted!
Order PSI16626957..... i just sent it back today so i dont get charged $60+30 for 2 smellys. ....gaurenteed nothing gets done.
Response from PuraAug 6, 2025
We're so sorry to hear about your experience. This is not the type of service we want to provide. We’d really appreciate the chance to take a closer look and make things right. If you're open to it, please share your order number here or reach out directly to our support team. We’re more than happy to investigate further and help find a resolution.