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Business Profile

Computer Hardware

Purism, SPC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

Complaints

This profile includes complaints for Purism, SPC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Purism, SPC has 2 locations, listed below.

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    • Purism, SPC

      50 California St Ste 1500 San Francisco, CA 94111-4612

    • Purism, SPC

      One Market Street, 36th Floor San Francisco, CA 94105

    Customer Complaints Summary

    • 27 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/30/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of the transaction: I ordered a mobile phone called "Librem 5" on August 8, 2021, and I paid for it at that time. -------------------------The amount of money you paid the business:** $ ****** -------------------------What the business committed to provide you:The business committed to send me a mobile phone called "Librem 5". It did not do it. When I bought it, their website said that the wait time was 180 days.-------------------------What the nature of the dispute is:I have waited more than 1 year and a half for it to arrive and I have not received it. Because I have not received it in such a long time, I would ask them to please return to me the money I paid.-------------------------Whether or not the business has tried to resolve the problem:I sent an e-mail to the business on February 13, 2023, telling them this information and requesting a refund.They replied: "Your request has been filed and forwarded to our finance department. Please note that there is a delay in refund processing, it could take several weeks for the completion. We apologize in advance for the delay. When done, our finance department will contact you to check your bank account info so that they can return your money."They have not contacted me again since that time. And they have not given me a refund yet.-------------------------Account/order/tracking number:Invoice Nr.: Purism_1852090752 -------------------------

    • Initial Complaint

      Date:03/29/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I originally pre-ordered a mobile phone, a Purism Librem 5, on August 18, 2020 for $749.00 via Credit Card. Immediately after I purchased the phone the economy encountered supply chain problems and delayed the delivery of the phone (originally the phone was supposed to be delivered within 6 months). On 2021/07/05, I reached out for an update and they said they were dealing with issues and couldn't provide an update. On 2021/11/12, I asked for a cancellation and they denied it because they said they would only cancel orders that are able to be shipped (from their T&C). On 2022/11/20, I again asked for a cancellation and they said they would not and could only cancel once the purchase was in the shipping queue (within 2-3 months). It has been 4 months and no additional information has been given to me. Yesterday (2022/03/28), I sent one more email saying that if I did not hear back from them in 30 days, I would be consulting a lawyer. I understand that they have supply chain issues but not allowing me to cancel my preorder after 2.5 years and no update on when I will be able to is unacceptable.Thank you for your help

    • Initial Complaint

      Date:01/03/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Good Afternoon,We purchased two (2) phones with the understanding it may take a few months to receive the phones. That particular order was in August 2021. We have since requested a refund of the order, as we still have not received the phones and were told we can receive a full refund for cancelling the order -- the refund was requested August 4, 2022.We have yet to receive the refund as we have been told repeatedly that our refund is still in queue. Its been 4 months since our request for refund. No where in their refund policy does it state it will take months to receive a refund. This refund is approximately $1,998. It appears Pur.ism is operating on funds from consumers pre-orders which is causing them to be unable to provide refunds in a timely manner. I have emailed the **** *********************, with zero response. This is a two-fold complaint: (1) they need to update their refund policy to let consumers know they don't have the capital to refund money in a timely manner and (2) consumers need to know they do not have capital and thus are operating on money received on future order delivery. Had I known the above; we would have not ordered phones from this particular company.Thank you,God bless,*******************************

    • Initial Complaint

      Date:10/18/2022

      Type:Product Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 10/3 I ordered a Librem 5 phone from Purism Incorporated based in San Diego. It was promised to arrive in 10 days. I have not received the phone but my credit card paid in full $2,755.94.
      I have attempted to contact the company and there is absolutely no way to reach anyone- no corporate office phone, no email was answered, no social media message replied to. I became worried and started researching the company only to find that this has happened to multiple people.
      I work at the legislature for Rep. Jason Potts in Nashville, Tn. I attempted to call from our office and still received absolutely no response.
      After having this problem, I don't want the phone or service and I want a full refund. Please help me contact the company and get my money back.

      I can be reached at 615-741-2035. Please assist.

    • Initial Complaint

      Date:10/17/2022

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased the product on 30 August *********************************************************** stock. After purchasing the product and months later still not receiving it I contact the Seller. The Seller then told me that there was a huge backlog and could not give me a date as to when it would be delivered. I asked for it to be canceled in December 2020 and this was agreed. After months still not receiving the refund, I was told that refund could only be made "Once we reach your order in the shipping queue we will contact you to ask for modem choice and to verify your shipping address. I'm afraid we do not have more precise ETA for your order at the moment. Keep an eye to our news blog to watch for updates."I have written to them numerous after but they have still not been able to give me a date of the refund.This company is a scam.

    • Initial Complaint

      Date:09/28/2022

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order # ********** placed 05/13/2021. Didn't received anything.Refund requested 06/03/2022. Still didn't received the refund.

    Purism, SPC is NOT a BBB Accredited Business.

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