My Great Dane developed respiratory issues after starting pura. I didn’t make the connection until 6 months in. As soon as I stopped using Pura, his condition cleared up. This is not safe for pets regardless of what they say. In fact after doing more research, fragrance is not safe for humans either.
Response from PuraJun 23, 2026
Hi Ashley, thank you for sharing your feedback and for providing your contact information through Trustpilot. We'd like to learn more about your experience and will be reaching out to you directly via email. Please keep an eye on your inbox and we look forward to connecting with you.
AC
Alexandra C.
I have been a customer for at least 2…
I have been a customer for at least 2 years. I never had any complaints because I never tried to cancel an order. This is apparently an impossible task to do & when I send a message to support I get an AI bot. I had changed my order frequency to every 12 weeks because every 4 just isn’t in the budget a right now. However, somehow the frequency was changed back to every 4 without my knowledge. I received an order confirmation at 2:00am. I woke up and emailed at 5:00am that I wanted my order cancelled. The response I was met with was “your order is already being prepared.”
In the middle of the night? Barely 3 hours after the order placed? Right. I was told my only option is to wait to receive my order (which don’t get me started on his long their shipping process is), and then return it. I will be canceling my subscription because I cannot trust that it won’t reset everything on its own again & charge me for an order I didn’t even want.
Response from PuraJun 15, 2026
Hi Alexandra, thank you for being a loyal Pura customer and for taking the time to share this. We're really sorry to hear about your experience, especially the unexpected order and the difficulty trying to cancel it. That's not at all how we want a long-time customer to feel. We've reached out to you through Trustpilot to get your information so we can look into this personally and make it right. Please keep an eye out for our message.
FM
Franchesca M.
I really wanted to love Pura
I really wanted to love Pura, and for a while I did.
Over the last few months, however, both of my diffusers stopped producing noticeable scent. At first, I thought the issue was the fragrances themselves, particularly the Eucalyptus scents I had ordered. I continued purchasing refills and troubleshooting because I genuinely believed it was a fragrance issue.
After receiving another order of White Tea—a scent I know very well and have enjoyed in the past—I realized the fragrances were not the problem. Both of my diffusers were.
What has been most frustrating is that I spent over $110 on fragrance refills during the time my diffusers were malfunctioning. I followed every troubleshooting step provided by support, watched instructional videos, reset the devices multiple times, and spent months trying to figure out the issue.
While Pura has now agreed to replace the diffusers, I am still waiting for a clear answer regarding the fragrances that were essentially wasted while the devices were not working properly. My request for a refund, credit, or replacement fragrances has repeatedly gone unanswered.
Customer service has also been difficult to reach. Responses take days, chat support is often unavailable, and calling can be challenging.
The reason I am not giving one star is because I do genuinely enjoy the White Tea fragrance and Pura has agreed to replace the diffusers under warranty. However, replacing the devices only addresses the future—it does not address the money spent on fragrances that could not be enjoyed because of defective diffusers.
I hope Pura makes this right. If they do, I will gladly update this review.
Response from PuraJun 15, 2026
Hi Franchesca, thank you for sharing this so honestly and for your patience throughout what has clearly been a really frustrating experience. You deserved answers and resolution much sooner than this and we're sorry that hasn't happened yet. We're glad the diffuser replacements are on the way but we hear you that the fragrance concern is still open and that matters to us. We've reached out to you through Trustpilot so we can get your information and make sure we address everything properly. Please keep an eye out for our message and we look forward to making this right for you.
SS
Salleena S.
Don’t buy it
I bought the device in a store. Trying to set it up and I need to agree to a fragrance subscription service. Setting up an account is mandatory so I just wasted $70 for the device and a fragrance that I can just toss in the garbage now.Terrible
Response from PuraJun 10, 2026
Hi Salleena,
Thank you for sharing your information with us. We also wanted to clarify that a subscription is not required to use your Pura device. You're welcome to purchase fragrances as you go without any commitment. We'd love to help you get everything set up and make sure you're able to enjoy your purchase. Feel free to reach out to us at [email protected] and we'll be happy to walk you through it!
JC
Justin C.
I have a car diffuser that stopped working
I had a car diffuser that stopped working. But because I bought the diffuser 3 years ago Pura customer service states it is out of warranty and there's nothing they can do. I feel unsupported - and a bit frustrated considering I've spent a few hundred dollars on refills alone for their diffuser over the last 3 years. I would have appreciated it if they would have just replaced their product that is now defective. I've heard good things about Aera, I think I will try them.
Response from PuraJun 4, 2026
Hi Justin,
Thank you for sharing your experience and we're really sorry to hear your car diffuser stopped working. We completely understand how frustrating that must feel, especially after years of loyalty and investment in our fragrances.
We did want to share some helpful information here. While our devices do come with a one year warranty, active Pura subscribers are covered under our lifetime warranty. So if you have an active subscription, there may absolutely be something we can do to help get you taken care of with a replacement.
We've already reached out through Trustpilot to get your contact information so we can look into your specific situation and see what options are available to you. We'd love the chance to make this right and keep you in the Pura family.
LW
Lex W.
Missing orders and nonexistent customer…
Missing orders and nonexistent customer service. Device barely works to begin with. Trash
Edit: so they can reply to a bad review within 24 hours but can't respond to multiple emails. What a joke of a company
Response from PuraJun 3, 2026
Hi Lex,
We're really sorry to hear about your experience. Missing orders and feeling like you couldn't get the help you needed is absolutely not what we want for any of our customers, and we take this seriously.
We've already reached out through Trustpilot to get your contact information so we can look into everything personally and make this right. We hope to connect with you soon.
Edit:
Hi Lex,
We completely hear you and we understand why that feels frustrating. We genuinely want to look into your missing orders and get this resolved for you, but we're unable to locate your account with your name alone. Could you share your email address through Trustpilot so we can track down your account and get to work on this right away?
AS
Alexandria S.
Do not subscribe
Do not subscribe. It is a scam. Evil people. Evil company. Thieves.
Response from PuraMay 31, 2026
Hi Alexandria,
We're really sorry to hear you feel this way. This is absolutely not the experience we want for any of our customers, and we take feedback like this seriously.
We've already reached out through Trustpilot to get your contact information so we can look into your situation personally and make things right. We hope to connect with you soon.
DJ
Danielle J.
I really wanted to love this product
I really wanted to love this product. I have a small, 1400sqaure foot apartment and never small the scents/diffuser. I signed up for the subscription and got the diffuser for free but now will spend over $600 because of the length (fine print) of the subscription agreement. Definitely not worth the money.
Response from PuraMay 25, 2026
Hi Danielle, thank you for sharing this with us. We're really sorry to hear that the experience hasn't been what you were hoping for, and we completely understand how frustrating that feels especially when you were genuinely excited about the product.
We've already reached out through Trustpilot to get your contact information so we can look into your situation more closely and see how we can help. We're looking forward to connecting with you soon.