PuraReviews of trypura.com

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!

I absolutely love Pura! I have one in my car and two in my home. The.Scents that I ordered have always been amazing. I trust that it’s safer than any other type of diffuser. The prices are a little bit high, but for my safety and for my family safety, it’s worth it.

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!!!

The product is mediocre at best. The app interface is slow and buggy. The smells don’t last very long and are expensive. I got one as a birthday present a year ago or so. I used it until the scents ran out. I recently moved and was going to try using it again and ordered some new scents to try. I also ordered one as a birthday present for my sister because she likes scents and said something about wanting to try one. The customer service is horrendous. It never shipped and when I contacted customer support they just told me they had to email their supervisor and had no way to call them and I had to wait 24-48 business hours for an email (not a call) from them to resolve the problem. Well, that doesn’t solve my problem and birthday is past now. Why even have a call support if they are just going to give you basic info I can look up in my account on my own and then escalate any problem up and you have to wait days for resolution? When I call a company, it’s because I have an urgent issues that needs to be resolved. It’s 2025. I don’t need to call someone for basic info. I’m not 80. I can’t stand when companies have useless call support. When I say I need to talk to someone and get it resolved, and I’m ignored and not taken serious by them and given hollow apologies. They said they put urgent on the email and said I need to be spoken to today. But no one ever reached out to me. Shows me you don’t care about customers and all you had to do was do your job. It was easy to gain me back as a customer. Just send my product I purchased. They can’t even do that. What I’m asking isn’t unreasonable I ordered it over a week ago and it hasn’t even been packaged to be shipped. What a joke. When I ask to speak to someone that can resolve the issues by I don’t know maybe overnighting a new order or just finding my original order, they act like that’s moving mountains. Well now they have to move mountains if they want to keep me as a customer. And they probably don’t care and make me out to be the villain. Yet all I wanted was the product I paid for in a reasonable time. Absolute terrible company. Edit to respond to Pura: I’m not putting my email here on a public domain for all to see. I can’t believe you respond to this review over actually responding to me yesterday still have yet to hear anything from you. I will provide my order number redacted Edit 2: well they reached out to me and basically said there was a “system error that prevented the order from processing.” Sure likely and that they would do graciously “manually push the order through” for me if I’d like. That doesn’t really fix any of my issues. The order won’t get there in time for the birthday, and it doesn’t really alleviate any problems for me as customer. I responded and they have yet to respond to me. Stellar customer service. If anyone is reading this, avoid Pura at all costs. They won’t ship your stuff but they will surely charge you for it. And then when you have a problem they won’t really work very hard to resolve it. They get a bare minimum trophy and lost a customer for life. Edit 3: They finally got back to me and the order was shipped on time, they just didn’t attach the tracking number to the order for some reason. My sister ended up getting it on time for her birthday. I can’t believe it took several people and back and forth emails to figure this out. I have no clue why the person I spoke to on the phone couldn’t find this info. Ultimately, I am satisfied everything worked out, but very unhappy with how the customer service was. I decided to give them another shot and I probably just had bad luck with this but the whole thing could have been avoided if they had added the tracking number to begin with and the people I spoke to on the phone were actually useful. I’ve upgraded my rating to a 3.

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.

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.