Julia R.
The WORST customer service
The WORST customer service. This is the second time I have tried to get help with an order problem and I am only told there is nothing they can do. No solutions, no support, just NO. I submitted an order and immediately realized it had my old address attached to it. I got in touch with customer service immediately to update the order before it was fulfilled. Was told they couldn't change, cancel it, or do anything. It's unacceptable and lazy on behalf of the company. **Update - I got back in touch with them after the shipping company told me they also couldn't do anything without Pura's input. They did finally ship out a new order to the correct address so I applaud them for doing that - but it really shouldn't have taken hours of my weekend as a go between for the two companies to make a solutions happen.
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 We understand how stressful it can be to realize an order was placed with an outdated shipping address, especially when you're looking for an immediate solution.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.