PuraReviews of trypura.com

Response from PuraDec 8, 2025

I am truly sorry to hear about your recent experience with your order and the frustration caused by the return process. We do have very fast processing times to ensure orders ship out as quickly as possible, which unfortunately leaves a very small window for cancellations once an order is placed. Please know that I have shared your feedback with our operations team to see if we can extend that window to better accommodate changes. I also want to apologize for the issues you have faced with the charges and the difficulty in reaching our support team. We certainly do not want to charge you for a subscription or product you do not want. If you could please provide your order number, I will personally investigate the situation to ensure your return is processed correctly and that you receive a full refund.

Response from PuraDec 3, 2025

Thank you for sharing this feedback. We are truly sorry to hear about the frustration caused by the subscription cancellation and the response you initially received. This definitely is not the experience we want for our customers, especially when it involves a promotion tied to your account. We want to make sure this is resolved correctly and that you are not negatively impacted by this system error. Could you reply to this review with a recent order number? We would like to look into this further for you, investigate why the payment method was removed, and ensure your account is taken care of properly. We appreciate your patience and the opportunity to turn this around for you.

Response from PuraNov 26, 2025

Thank you for reporting your experience regarding the diffuser's performance and, critically, the issue of the burning smell and leaking. We note your feedback that the scent coverage did not meet expectations for a wide room. We take any report of a burning smell or potential safety concern very seriously. We need to investigate this situation to determine the cause and ensure proper next steps are taken. Please reply to this message or email us directly at [email protected] with your email address or order number.

Response from PuraNov 26, 2025

We are very sorry to hear about the serious complications you encountered while trying to cancel your subscription, especially after learning the diffuser was causing discomfort for your daughter. We understand how frustrating it is to be charged unexpectedly and receive product you cannot use. We want to immediately look into these charges and the difficulty you faced with our cancellation process, as being charged $78 just for canceling is highly unusual and concerning. Please reply to this message or email us directly at [email protected] with your email address or order number so we can investigate your subscription status, clarify any fees, and work toward a resolution. We appreciate your patience and the opportunity to make this right.

Response from PuraNov 18, 2025

Thank you for letting us know about the trouble you had canceling your subscription. We apologize for the technical issue with the cancellation button, we have taken your experience to our engineering team to ensure all processes are working correctly. We want to make sure your account status is clear. If you would like to confirm your subscription has been fully canceled, please reply here with a recent order number or contact us at [email protected]. We're happy to verify the cancellation for you. We appreciate this feedback as it helps us fix these technical and communication issues.

Response from PuraNov 5, 2025

We are so sorry to hear about your experience with your first Pura order and our customer service team. It's truly disappointing that what should have been an exciting introduction to Pura became a frustrating experience, especially after being recommended to us by friends. We understand your frustration with receiving the incorrect Pura 4 instead of the Pura Plus you intended to order for your large living space. We know mistakes happen, and while our systems process orders quickly, resulting in a small window for changes, we absolutely want to make sure you get the right product and have a great first experience. If you're willing to give us another chance, please reply here with your most recent order number. We would be happy to look into this immediately, correct the error, and do what we can to earn your business back.

Response from PuraOct 31, 2025

Thank you for bringing this frustrating experience to our attention. We sincerely apologize for the missing delivery of your vials and the lack of helpful support you received from our team. That is unacceptable and not the level of service Pura strives to provide. We are happy to immediately look into this missing order and the issues with your offline units. We want to make this right by getting a replacement order sent out to you as soon as possible. Please email us directly and mention this review so we can quickly gather the necessary details to resolve both the delivery issue and the performance problems with your units. We truly appreciate your patience and look forward to helping you.

Response from PuraOct 29, 2025

Thank you for sharing your experience. We are truly sorry that your Pura journey has been met with such frustration, especially concerning the scent potency, unfulfilled order, and the communication from our team. We understand how disappointing this has been, and we sincerely apologize for the multiple issues you've encountered. We want to make this right immediately. We would be happy to look up your order, explore options to swap out the out-of-stock fragrances, and create a new order for you right away. Additionally, we are looking into the feedback you provided regarding scent longevity and will share it with our product team to better understand diffusing behavior. Please provide your most recent order number or the email address associated with your subscription. We'll look into your situation and reach out to you directly to ensure we resolve this and get you back to enjoying a great scent experience. We appreciate your patience and your honest feedback.