Not long lasting
Not good smells
Not happy with purchase
Response from PuraFeb 12, 2025
Hi N Miller,
We’re sorry to hear that your experience hasn’t met expectations, and we’d love the opportunity to help make it right. Our team is happy to assist with tips on maximizing scent performance or exploring other options that might better suit your needs.
Please reach out to us at [email protected], and we’ll do our best to improve your experience. We truly appreciate your feedback and the chance to make things better for you!
SK
Sharon K.
Unreliable delivery service
I do love my Pura and the scents. I have 3 Pura 4’s and 2 Pura Plus’. My problem is with delivery of my subscription each month. They are not delivered within 3-5 days. The problem seems to be with the delivery service they use- for me usually One Stop Mailing. It has taken 2-3 weeks to recieve them after I’ve been charged. The last time this happened I was informed that it was the delivery services fault. I somewhat understand that but when you have numerous complaints about this issue it’s time to make a change. I was offered a free fragrance for the delay but if I can’t get it delivered it’s not much of a consolation. I have my subscription and two others orders that haven’t moved for days according to tracking. I canceled my subscription today. My two daughters got Puras at my suggestion. I won’t be recommending them anymore. I’m just so disappointed that this hasn’t been resolved.
Response from PuraJan 21, 2025
Hello Sharon,
Thank you for sharing your experience and for being a loyal Pura customer. We’re glad to hear you’ve enjoyed using your devices and scents, but we’re truly sorry for the repeated delivery delays you’ve experienced with your subscription orders.
We understand how frustrating it can be to wait weeks for your orders, especially when timely delivery is such an important part of the subscription experience. While carrier delays can sometimes be outside of our control, we take full responsibility for ensuring that our customers receive their orders promptly. Your feedback about our delivery service is invaluable, and we’re actively evaluating our shipping partners to address these ongoing concerns and improve delivery times.
We also regret that the delays impacted your overall experience to the point where you felt the need to cancel your subscription. While we understand your decision, we’re deeply disappointed that we didn’t meet your expectations. Please know that your feedback has been heard and will help drive the changes necessary to better serve our customers moving forward.
If there’s anything we can do to assist with your remaining orders or if you’d like to share additional concerns, please feel free to reach out to us at [email protected]. Thank you again for your honest feedback, and we hope we can earn back your trust in the future.
AS
Adriana S.
DO NOT BUY
DO NOT BUY! Bought for my vacation rental with WiFi control being the most attractive feature - I could turn off and on without being there. HOWEVER, the unit won’t stay connected to my network so it’s been completely useless. Also, the fragrance doesn’t linger for more than a minute or two. You can only smell the fragrance while it is running, forcing you to go through the fragrance pods really quickly… Interesting how that works.
Response from PuraDec 30, 2024
Hello Adriana,
Thank you for taking the time to share your experience. We’re sorry to hear that your Pura device didn’t meet your expectations, especially when WiFi control was such an important feature for your needs.
Connectivity issues can be frustrating, and we’d love to help troubleshoot to ensure your device stays connected to your network. Additionally, we understand your concerns about the fragrance duration. Our fragrances are designed to provide a consistent scent while the diffuser is running, and usage can vary depending on the intensity settings and runtime selected in the app.
We truly appreciate your feedback, as it helps us identify areas where we can improve both our product and user experience. If you’d like assistance troubleshooting the connectivity issue or optimizing your fragrance settings, please don’t hesitate to reach out to our team at [email protected]. We’re here to help!
Thank you again for sharing your thoughts.
JK
Jacki K.
I ordered on 12/9/24
I ordered on 12/9/24. Haven’t received yet. Try to track my order and it says that I never ordered anything however the money was definitely taken out of my account! Scam
Response from PuraDec 30, 2024
Hello Jacqueline,
Thank you for sharing your feedback. We are truly sorry for the frustration you’ve experienced with your recent order and any confusion along the way.
Upon reviewing your concern, we found that the order was placed under a different email address than the one initially provided, which caused confusion when trying to locate it. Once we identified this, we promptly provided you with the correct email address, your order number, and the tracking information. The tracking shows the order was successfully delivered on December 13, 2024, to the address entered at checkout.
We understand how frustrating this situation must have been, and we apologize if this process felt unclear. Your feedback is important to us, as it helps us improve our communication and processes to ensure a smoother experience for our customers in the future.
If there’s anything else we can assist you with or if you’d like us to update your account details to avoid similar issues moving forward, please don’t hesitate to reach out to us at [email protected].
Thank you again for bringing this to our attention.
MD
Micha D.
Where to begin
Expensive for duration of scent. Orders take way too long to fill and receive and the scents you really want are typically sold out.
Still waiting for an order submitted a week ago, which - according to the tracking number - hasn't even left the warehouse! Getting rid of pura.
Response from PuraDec 17, 2024
Hello Micha,
Thank you for sharing your feedback, and I’m truly sorry to hear about your frustrations with your recent experience.
We understand how important it is to receive your orders promptly, and we apologize for the delay. Due to the increased demand during Black Friday and shipping delays from carriers, some orders took longer than usual to leave our warehouse. We’re actively working with our fulfillment team and shipping partners to minimize delays and ensure orders arrive as quickly as possible.
We also regret that some of your favorite scents have been unavailable. High demand during this time can lead to temporary shortages, but we’re doing our best to restock popular fragrances as quickly as possible.
We appreciate your feedback, as it helps us improve, and we’re committed to providing a better experience moving forward. If you need further assistance, please don’t hesitate to reach out to us at [email protected].
Thank you for giving us the opportunity to address your concerns.
MH
Monique H.
Just don't...
I purchased the Pura car diffuser on 10/3/24, and it arrived 6 days later on 10/9/24. I set up the diffuser in my car on 10/11/24. At first it was great, but within a couple of days, the scent was virtually undetectable even though it was connected correctly and the fragrance showed up in the app. I reached out to the company on 10/16/24 (only 13 days after the order, and only a week after receiving it) to request a refund, as I was highly unimpressed that I spent $50ish on something that didn’t even last a week. Of course, the person I spoke with could not help me, so I had to wait for an email from some other department. That department emailed me on 10/17/24, and after having me answer a few “trouble-shooting” questions about the device’s placement (on my console, where they recommend) and how long I’ve had the fragrance in the diffuser (nevermind that the app tells you – and them – how long you’ve had the fragrance in the diffuser), the rep decided to send a new complimentary scent out, disregarding the fact that I had asked for a refund. This new order, though complimentary, was placed before they even told me about it in writing.
I received the complimentary scent on 10/24/24 (now 2 weeks into the return period), and this one was even worse. No scent from the beginning, so I unplugged it with the intention of asking (again) for a refund. I honestly forgot about it for a couple of weeks, which is totally my fault, but when I did ask for my refund again (5 days after the 30 day period expired), they refused. I’m disappointed to have spent $50 with a company that does not stand behind their product and will never shop with them. I feel they purposely ignored my original request for a refund in an attempt to try to get me to miss the return period, which is highly deceptive and should be illegal. I will take the loss at this point, but I’ll never do business with them again, and would not recommend them to anyone!
Response from PuraDec 17, 2024
Hello Monique,
Thank you for taking the time to share your experience. We’re truly sorry to hear about the frustration you faced with your Pura Car Diffuser and the challenges in resolving the issue.
When customers reach out with concerns, we follow troubleshooting steps to better understand the problem and find the most appropriate solution. In your case, we regret that there was a lack of communication regarding the complimentary fragrance being sent, as it was intended to provide a resolution while we worked through the issue with you.
Additionally, we did offer to process a full refund and provided a prepaid return label so you could ship the product back to us for a refund. Unfortunately, we did not receive the return or hear back from you following that offer.
We are truly sorry if this process felt confusing or if we did not meet your expectations during this time. Your feedback is valuable, and we are always looking for ways to improve our communication and customer experience.
If there’s anything further we can do to assist, please don’t hesitate to reach out to our team at [email protected].
Thank you again for sharing your feedback with us.
SB
Sandra B.
Customer Service Non- Existent!
I used the Pura for about a year. The device started leaking and gumming up. You cannot talk to a live person, and the app is not user friendly. I would have given 0 stars, but you can’t write a review unless you give a star. I cancelled the subscription because of poor customer service and support.
Response from PuraDec 17, 2024
Hello Sandra,
Thank you for sharing your feedback. We’re truly sorry to hear about your experience with your Pura device and the challenges you faced with our customer support.
Upon reviewing your interactions with us, it appears that your attempts to connect via our chat feature were outside of our business hours. While we did follow up via email, we unfortunately did not receive a response to assist you further. We always aim to resolve concerns as quickly as possible and regret that we weren’t able to connect with you.
We appreciate your time using Pura and take your feedback seriously. It helps us improve both our devices and support processes. Should you ever decide to give us another try, we’d be more than happy to help address any concerns directly.
Thank you again for sharing your thoughts.
RD
Renee D.
Hard to believe this company can remain in business
Customer service non-existent.They say returned items were not sent back, and then they wait to respond in a helpful manner until the 30 days expire. They Basically ripped me off of over $100. Then had the nerve to say I signed up for subscription, sent something else and changed my credit card. Simply put thieves. WARNING ⚠️⚠️⚠️
Response from PuraDec 17, 2024
Hello Renee,
Thank you for taking the time to share your experience. We’re truly sorry to hear about the frustration you’ve encountered with your return and subscription. This is certainly not the experience we want for any of our customers.
While we do have processes in place to manage returns and subscriptions, we understand that timely communication is critical, and we’re sorry if there were any delays in addressing your concerns. We are actively working on improving our response times and overall support experience to ensure situations like this are handled more effectively in the future.
We appreciate your feedback, as it helps us identify areas where we can improve. If you have any additional questions or feedback, please don’t hesitate to reach out to our team at [email protected].
Thank you again for bringing this to our attention.