Well - wish I would have read these reviews before buying so many units. My initial impression was positive - so I purchased more units throughout the condo. They never really covered the place very well. Gaps in scent coverage - even with six units running. Best ones were in small spaces like bathrooms. Scent vials exhaust quickly and the prices are grossly high. Plus - no way to refill yourself. Took them all out of my house after 3 months and replaced with a whole house hvac diffuser from Aromadd - wow - much better and covers my whole place. Better investment.
Response from PuraSep 25, 2025
Thank you for sharing your experience with us. We’re truly sorry to hear that the system didn’t meet your expectations. We’d love the opportunity to earn back your business and provide you with a better scent experience. Please don’t hesitate to reach out to our support team, and we’ll be more than happy to explore what we can do to make things right.
TH
Timothy H.
This company is a scam
This company is a scam. They try to market it as a free diffuser and free fragrances and then they have you sign up for a year of subscription and then they try to charge you for the free things that they sent you. Would you pay for shipping on, so basically you don’t get anything free you just get scammed.
Response from PuraSep 23, 2025
Hi Timothy,
We’re sorry if there was any confusion regarding our promotion. We do our best to clearly display the terms and conditions during the checkout process so that customers understand the agreement they’re entering into. If for any reason this was unclear in your experience, we truly appreciate the feedback and will review our process to ensure it’s as transparent as possible.
Our goal is always to make sure customers feel fully informed before a promotion is finalized, and we’re happy to take a closer look at your situation directly if you’d like to provide your order details.
— Pura Customer Care
JE
JENA
Total scam NO CANCEL ANYTIME…
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.
SD
Solomon D.
PURA has completely transformed the way…
PURA has completely transformed the way my home smells — and feels! The air freshener kit is simply amazing. The scents are luxurious, long-lasting, and perfectly balanced, never overwhelming. Every time I walk through the door, it feels like stepping into a high-end spa or boutique hotel.
What really sets PURA apart is the app. It’s intuitive, sleek, and makes controlling everything a breeze. I can schedule fragrances, adjust intensity, and even switch between scents—all right from my phone. It gives me complete control and personalization, which makes the experience even more enjoyable.
The device itself is beautifully designed—sleek, modern, and subtle—so it fits seamlessly into any space. Friends and family constantly comment on how incredible my house smells, and I love being able to change the vibe of a room instantly.
If you’re considering it, don’t hesitate. PURA has created the ultimate home fragrance system—stylish, smart, and absolutely worth it.
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.