App is useless. It just freezes or won’t open the things I click on. Had a mess of trouble creating an account and doing set up. Contacted the company to see why I was having SO MANY issues. They never replied. Garbage app and service. Won’t recommend or buy.
Response from PuraMay 23, 2025
Hi there,
We’re really sorry to hear about your experience — this is definitely not the kind of interaction we want anyone to have with our app or our support team.
We’d love the chance to make this right. If you’re willing, please share the email address you used when contacting us so we can look up your ticket and see what went wrong. We truly want to get to the bottom of this and help however we can.
Thanks for your feedback, and we hope to hear from you soon so we can make things right.
HA
HAV
overpriced product and awful customer service
These fragrances are incredibly overpriced for the amount of time they last, and as if that isn't enough, their customer service is horrible too.
I set my fragrance level to 'medium' and only have them going for 8 hrs a day, and yet they still can't last a month. Still, I really like the scent they give off so I have continued to order. With my last order, it never shipped. After 3 weeks of waiting, I checked the tracking and it said that the label was created but hadn't been picked up by the carrier. When I contacted customer service to see what was going on, the rep lied and said that the shipping carrier 'lost it'. BS. I then asked what she was going to do to make this situation right, beyond just shipping out my order that I paid for 3 weeks ago and she told me 'nothing'. So there you have it - incredibly overpriced product and horrible customer service. An awful combination.
Response from PuraMay 21, 2025
Hi there,
We’re really sorry to hear about your experience — that’s definitely not the level of service we aim to provide. We completely understand your frustration and want to make this right.
If you’re open to it, please share your email address here so we can locate your order and take a closer look at what happened. We’d be more than happy to follow up and ensure this is addressed properly. Our goal is to make sure you feel supported and taken care of.
Thank you again for your feedback — we truly appreciate the chance to improve.
DL
Diana L.
Consumer Beware
Consumer Beware – Great Scents, but Useless Without a Working App
I’ve been using the Pura Air Diffuser for 8 months and initially loved it—the scents were amazing, and the ability to control everything from the app was a huge selling point. Unfortunately, after a recent app update, the entire system has become completely unusable.
The app stopped working without warning. I followed every support suggestion, reinstalled, restarted, reset—nothing worked. When I contacted customer support, I was told to “try again in an hour.” That turned into two full days of frustration and no resolution. Eventually, the app stopped opening altogether.
Even worse, customer support was dismissive and condescending. I was treated like I didn’t know how to use a basic app. No ownership, no escalation, and no real help. Just scripted replies and the same empty advice.
I’ve since discovered that many other users are experiencing the same issue, and it’s been going on for some time with no fix in sight. Pura has failed to acknowledge or address the root problem.
Bottom line: The diffuser is expensive and completely dependent on an app that no longer functions. Without it, you can’t control the device at all. Until they fix this—and treat customers with basic respect—I strongly recommend you stay away. Don't waste your money on a product that stops working and a company that refuses to take responsibility.
Response from PuraMay 15, 2025
Hi Diana,
First and foremost, I want to sincerely apologize for the experience you've had—by all means, this is not the type of interaction or service we ever want any of our customers to go through. I truly understand how frustrating it must be to lose functionality in something you've come to rely on and enjoy.
I’ve gone ahead and escalated your case to one of our leadership team members, who will be reaching out to you directly. We want to work with you one-on-one to get you back up and running as soon as possible and ensure that your concerns are fully addressed.
Again, I’m so sorry for the trouble this has caused you, and I appreciate you bringing it to our attention. We’ll make this right.
Warmly,
Pura Customer Care Team
CL
Carson L.
Couldn’t provide a refund/cancel order.
Couldn’t provide a refund/cancel an order on an exchange even though I emailed pura support within 30 mins of placing the exchange. It’s not my fault that support took over 24 hours to respond so a refund should have been given. While the product itself wasn’t that bad the support was disappointing.
Response from PuraMay 5, 2025
Hi Carson,
I’m really sorry to hear about your recent experience and completely understand your frustration. Our fulfillment process moves quickly, and while we do our best to accommodate cancellations, I understand how the delay in our response impacted your request.
We never want you to feel unsupported, and I appreciate you taking the time to share your feedback—it truly helps us improve.
If you’re open to it, I’d love the opportunity to look into this further and see how we can make things right. Just reply with the email address associated with your order, and I’ll personally follow up with you as soon as possible.
Thank you again for your patience and honesty.
– The Pura Team
BR
Brittany
TERRIBLE CUSTOMER SERVICE
TERRIBLE CUSTOMER SERVICE! I am a long standing customer and my car diffuser stopped reading scents a couple months outside their one year warranty. They REFUSED to provide me a new diffuser. A customer service representative stated their product is built to last longer than one year, but apparenly only a couple months after one year. I am so dissapointed by this brand!
Response from PuraApr 28, 2025
Hi Brittany,
Thank you for sharing your experience with us. I'm truly sorry to hear about the trouble you've had with your car diffuser and for any frustration this has caused. I would be happy to look into this further for you.
At your earliest convenience, could you please provide the email address associated with your ticket? This will help me review your case and see how we can best assist you.
Thank you again for bringing this to our attention — I look forward to helping you!
YA
Yaal
The worst customer service experience.
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 don’t want to conduct business with this company.
Response from PuraApr 3, 2025
Hi Alex,
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 — that’s 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 we’ll have the chance to earn back your trust in the future.
MH
Michelle H.
Horrible customer service, no solutions, defective products
Horrible customer service, I called because my diffuser which was the most expensive one they have is having issues. The scent vials keep loosing their adhesive tag that identifies the scents therefore I can’t ever use the app. I spent around 700$ + on these. I’m honestly considering a refund. It’s not worth it at all. Scents vials don’t last as they are supposed to and the app never reads correctly. I have been out of the scent and the app still shows its Full!
Honestly I wanted to like this, should had read the reviews before investing in this commitment.
Response from PuraFeb 26, 2025
Hi Michelle,
I'm so sorry to hear about your experience—that's definitely not the experience we want you to have. We appreciate your feedback and would love the opportunity to make things right.
We’d be happy to work on getting you some replacements and hopefully improve your scenting experience. If you could provide us with your most recent order number or the email associated with your account, we’ll be able to dig into this further and find the best solution for you.
Looking forward to your response so we can assist you!
DM
Dawn M.
The worst customer service
The worst customer service. My order is 3 weeks late and I was given no reason. Called to have it resent, its still in a Post Office waiting for delivery, so they say. I ask since it has been this long can overnite? "NO" was the answer. Perhap offer to comp? "NO",... Well, what can you do for me?? "I'm sorry, do you want a refund?"
Ya damn right and never to do business again with you. I recently went on the google and now I see the reviews are very low! I should have read before....
Response from PuraFeb 24, 2025
Hi Dawn,
I'm really sorry to hear about your experience, and I completely understand how frustrating this situation must be. This is not the level of service we aim to provide, and I’d like to look into this further to see what can be done to make things right.
Could you please provide your order number? I’ll review the details and see what options are available to get this resolved as quickly as possible. Whether that means tracking down the package, exploring reshipment options, or processing a refund, I want to make sure we take the best next steps for you.
I truly appreciate your patience, and I’ll be on the lookout for your response so I can assist you further.