PuraReviews of trypura.com

I rec’d an email from Pura saying that the magnets in their Pura 4 covers could possibly fall out and that they would provide me replacement covers for my Puras. So, I emailed them back and said that I needed three replacement covers for the three that I had purchased. I also sent them pics of my orders even though they did not ask for them. I then rec’d a response that I needed to take individual pics of the Puras and send to them. I feel like it should be their responsibility to send them since they evidently know who has purchased them and since they are the ones to send out an email saying basically that their product is a hazard esp to small children. This is just one instance of how hard it is to deal with their company. I opened my account with them to find out that they had deleted the points that I had earned without any notice them. I rec’d no notice that this would happen. They say that it’s impossible to reinstate them. Yeah right! Also, my daughter has ordered fragrances from them that arrived and had leaked. They would not refund her. Better off not to do business with them and order from other places that sell the product. They are impossible to deal with

I, unfortunately, have to agree with all of these negative comments. I like the concept and scents and had one in my living room, bedroom and car. I have had issues with every device though. And most recently my car Pura was not dispensing any fragrance, so I reached out to customer support and got the runaround on a bunch of requests, which I did, to then be told there’s nothing they can do. They don’t stand behind their product and seemingly do not value their customers.

For one my smells weren't me. Customer service SUCKS. I got hung up on. I was very polite. Numerous emails. Calls nothing. I literally just canceled few hours ago and bam huge bank charges. How am I supposed to return the diffuser in few hours? Then another unknown charges. Trying to fix quite awhile. Bank time for dispute. The rudeness of customer care besides wait is just disgusting. I'm very polite on purpose because I know for a fact nothing there fault but just to hang up after almost hour waiting talk. Don't get this if possible not a fit for you. They try to bleed you dry of cash within minutes of canceled not allowing anytime to return. I'm low income homebound disabled. Wasn't the time take my money. Sooo upset

I ordered 3 of their plug in units for my home along with several fragrances. After 3-4 months, they began to quit working. After trouble shooting, I reached out to the customer service team requesting help and possible replacements. I was given the run around and was told that it was due to poor Wi-Fi on my end. They then told me that management would be the only ones who could possibly replace my units. They told me that they would be reaching out to me as they were unavailable during business hours. It has been over 2 months and still no response. I have reached out several times and no response from management. DO NOT USE THESE DEVICES!! There are others with better customer service and more reliable usage.

I have changed my review from 3 stars to one. Since my original review: My experience is actually getting worse instead of better. I don’t think the people working on the app use it. The “remaining” amount has been changed to a percentage instead of showing hourly. I have a scent that I have used for at least 10 hours, yet it says 100% left and doesn’t change. My queue has been completely wiped out now. Nada. Nothing. Blank. Pura has no respect for customers preferences or time. What a shame. This was an amazing idea. The execution on it is atrocious. Definitely not acceptable for a brand that has a luxury price. This was my original review: I love the concept behind Pura scents and have been a loyal customer for years. In our household, we currently have two Pura Car Pros, four Pura Plus units, six Pura 4s, and one Pura 3—so it’s safe to say I’m invested in the brand. That said, I’m growing increasingly frustrated with the ongoing issues that never seem to get resolved. Despite the reliance on tech and app integration, the platform is riddled with problems. I’ve had to call customer service numerous times to fix recurring issues—only for them to happen again a few months later. A product so dependent on technology should have top-tier reliability, but that simply isn’t the case with Pura. One particularly frustrating issue is the poor quality of the scent pod stickers. They often fall off, which causes the device to think no scent is inserted. I’ve had to glue them on myself—unacceptable for a fragrance system at this price point. Pura also consistently combines my shipments—even when the orders are placed weeks apart. I’ve called multiple times to have them separated again, only for the issue to repeat a few months later. If I wanted a $70 fragrance bill all at once, I would have set it up that way. I space my deliveries intentionally, and the constant need to fix this is exhausting. Most recently, Pura removed several of my favorite scents from my queue, simply because they’re not considered “in season.” I carefully curate my list based on fragrance notes I enjoy—and avoid scents with notes that I don’t like so losing access to these scents is incredibly frustrating. I’ve spent a lot of time managing my queue, and to have it altered without my consent is infuriating. The app itself is also a major pain point. Navigating it is clunky—you have to toggle between multiple screens just to like a scent, view notes, read reviews, or add it to your queue. For a company that relies so heavily on its digital experience, the user interface is shockingly bad. I’ve spent a lot of money with Pura, including gifting their products to friends and family over the past two years. Unfortunately, that ends now. Between the faulty app, recurring order issues, and lack of respect for customer preferences, I’m done. Pura feels more like a dollar-store experience with luxury pricing. If things don’t improve, I’ll be looking for an alternative—and I hope one comes along soon. ** Update after Pura response: Thank you for your response. Before I posted this on Trustpilot I sent it via email through the Pura app with my name and order information. I never heard back. I’ve called customer service many times. My issues are resolved after a couple hours on the phone and then a couple months later it goes right back so I did not call again. I feel it is just a waste of my time. I’m not comfortable with putting an order number on a public site. Like I said, the idea of the product is great. The execution is severely lacking and seems to be getting worse over the years instead of getting better.

Ordered a SET and what a set should include is 2 scents not just one and a new Pura diffuser. Called customer service and they did not care that I was a 1st time customer. And said you have have ordered 2 , it said it came with 2 !!! Do not like this company already !! Very disappointed!

ZERO STARS Previously up to this most recent transaction I’ve never had an issue with Pura. Had a subscription and received my scents in a timely fashion via USPS. This time I ordered two Pura Home + devices and experienced very little communication with shoddy tracking and poor customer service. I requested an address change because 1. The items still hadn’t been shipped something like 10 days after ordering and 2. I was moving in a week. Item was then miraculously moving after I reached out and was then delivered OUTSIDE on the ground of an apartment building that has a concierge. I went to try to get the package and of course they don’t have anything that was left/scanned in for me. Would not recommend purchasing from this company. Poor customer service via email, I’ve requested an escalation to a supervisor which was ignored. I tried to even call but got a recording about to google number not being in service or something like that.

DO NOT BUY!!!! terrible customer service, they were supposed to refund me and they didn’t ever do it, they were supposed to update my address but kept sending it to the wrong address and charging me! Customer service is terrible!!!