PuraReviews of trypura.com

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 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 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

Response from PuraJul 21, 2026

Hi, Thank you for taking the time to share your experience and for updating your review. We're truly sorry for the frustration you experienced. We understand how stressful it can be to realize an order was placed with an outdated shipping address, especially when you're looking for an immediate solution. While there are limitations to what changes can be made once an order enters our fulfillment process, we recognize that the overall experience fell short of your expectations. We're glad we were ultimately able to send a replacement to the correct address, but we also understand your point that the resolution should have been smoother and required less effort on your part. Your feedback is valuable, and we're actively looking for ways to improve both our internal processes and the overall customer experience in situations like this. Thank you again for your honest feedback and for acknowledging the resolution. We appreciate the opportunity to make things right and hope we'll have the chance to provide you with a much better experience moving forward.

Response from PuraJul 13, 2026

Hi Lauren, thank you for taking the time to share your feedback. I'm very sorry to hear that your experience hasn't met your expectations. We understand how frustrating unexpected subscription charges can be. We do send reminder emails approximately 3 days before each subscription processes, though it's possible those emails may have landed in your spam or promotions folder. We'd really appreciate the opportunity to look into your account and better understand what happened. If you're able to respond to our request for more information, we'd be happy to review everything with you directly, make sure your account is set up the way you'd like, and see what we can do to help. We hope to hear from you soon.

Response from PuraJul 13, 2026

Hi Mallory, thank you for taking the time to share your feedback. We're sorry to hear your experience with Pura was disappointing. After reviewing your account, it appears the $100 charge was applied because your subscription was canceled before the promotional commitment for your free diffuser had been fulfilled. We understand how frustrating unexpected charges can be, and we'd like the opportunity to review everything with you. We've just sent you an email with additional information regarding your account. When you have a chance, please check your inbox (and your spam folder, just in case) and reply there so we can discuss your experience further and see how we can help. We appreciate your feedback and hope to hear from you soon!

Response from PuraJun 23, 2026

Hi Merrick, thank you for sharing your feedback. When any promotional offer is accepted, the terms and conditions are presented at checkout and must be agreed upon before the transaction is completed. That same information is also displayed during the cancellation process. We appreciate you letting us know your experience and we're always looking for ways to make things clearer for our customers. If you'd like to discuss your situation further please reach out to us directly and we'd be happy to take a look.