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