PuraReviews of trypura.com

Response from PuraSep 3, 2026

Hello there, We are very sorry to hear about this frustrating experience with your diffusers! Our Customer Care Team responds to all inquiries, so we would love to check into this. If you can confirm your email address, we'd be happy to see how we can assist you. We also recommend checking your spam or promotions folders in your email, as our replies from our Customer Care Team can often end up there. Thank you! - Pura Customer Care

Response from PuraSep 1, 2026

Hi Bill, We're very sorry to hear about this experience. We'd love to properly look into this for you and see how we can make it right! We are unable to locate your account or purchases under the email address or phone number you provided. If you'd like to send us over your order number, we'll be able to get that pulled up and then can continue to assist you via email! Thank you so much. - Pura Customer Care

Response from PuraAug 21, 2026

Hi Alison, We’re sorry to hear about the frustration you’ve experienced with your diffuser and subscription. We did attempt to look into your account and previous interactions so we could better understand what happened, but unfortunately, the email address provided did not match an account in our system. Because of this, we weren’t able to locate your order history, previous replacements, or support conversations to fully investigate your concerns. We’d really like the opportunity to review this properly and get a clear understanding of what happened, especially regarding the replacement device you received. If you’re able to provide the email address associated with your Pura account or your order information through Trustpilot’s request for additional information, we’ll be happy to take a closer look and determine how we can help. — Pura Customer Care

Response from PuraAug 14, 2026

Hi there, we’re sorry for the frustration you’ve experienced with your recent deliveries. Having one order lost and then being left wondering whether the replacement will arrive is understandably disappointing. We work with multiple shipping partners depending on the order and destination, and we expect packages to be delivered reliably regardless of the carrier. We appreciate you sharing this feedback, and we hope your replacement arrives quickly and without any further issues. If anything does come up with the shipment, our team is happy to make sure you’re taken care of.

Response from PuraAug 14, 2026

Hi Andrea, we’re sorry for the frustration and confusion this caused. After reviewing the situation, it appears the additional item was selected through a post-purchase offer presented after the original order was completed. These offers require the customer to select the item before it can be added and charged, and we’re unable to add products to an order without that action. That said, we understand how the experience could have been confusing, and we’re especially sorry that your interaction with our Customer Care team left you feeling like your concerns weren’t taken seriously. We appreciate you bringing this to our attention and will use your feedback to help us improve the experience moving forward.

Response from PuraAug 14, 2026

Hi Jeani, we’re sorry for the frustration with your delivery experience. We completely understand how disappointing it is to be home expecting a package only to see an unsuccessful delivery attempt. While we work with multiple shipping partners depending on the destination and order, we still expect every package to be handled and delivered reliably. We’d be happy to look into what happened with this shipment and make sure you receive the refills you ordered. Please reach out to our Customer Care team with your order information so we can help get this resolved.

Response from PuraAug 5, 2026

Hi Wayne, Thank you for taking the time to share your feedback. I'm sorry to hear your experience didn't meet your expectations. I took a look at your account and can confirm that we've gone ahead and refunded the early cancellation charge. I also see that your return has already been initiated through our returns portal, and we'll process it once the device is received back at our warehouse. We appreciate you giving Pura a try, and we'll be sure to share your feedback regarding both the device performance and fragrance longevity with our team. Best, Pura Customer Care

Response from PuraJul 27, 2026

Hi Mary, We're sorry to hear that this was your experience. It's disappointing to hear that you feel unsupported, as providing helpful customer service is something we take seriously. We'd appreciate the opportunity to review your concerns regarding the product and your return request to ensure everything was handled correctly. If there's been a misunderstanding or if something was missed, we'd be happy to take another look. If you're willing, please contact our Customer Care team through our support channels and reference your Trustpilot review so we can locate your case and assist further. We hope to have the opportunity to make this right. — Pura Customer Care