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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

    • 28 total complaints in the last 3 years.
    • 6 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:04/22/2025

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      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.

       
      Complaint: 23234240

      Thank you so much for reaching out to them! The extra information they provided, including the exact date I made the purchase, is super helpful. Now I know the date of the purchase I can see I was incorrect that the cost was $699, but it is also not $599. The original cost of the purchase I made in 2019 was $649.

      Could you please reach out to them one more time to request the refund to my account? I did reply to them (please attached file), but given their track record of how they respond to requests, I would really appreciate BBB also reaching out, as it seems you all were able to get them to respond when nothing I would ever send them would prompt any kind of response.

      Much appreciated,

      ***** ******

      Business Response

      Date: 04/22/2025

      Hello *****,

      1. This BBB complaint escalated an issue to Purism's support team where your original order was marked for refund in the internal ticketing system but was not marked for refund within the shop account or credit card processor. We apologize for this oversight and are taking corrective action.
      2. Purism attempted to issue a full refund of $599 and received an error stating that the credit card has either expired or was canceled. Purism Support responded to your support ticket (#****) asking to update your payment details.
      3. The original amount charged was $599 and not $699 as alleged within this complaint, and Purism can only refund the $599 originally charged. See the attached image for confirmation.

      --
      Purism Support

      Customer Answer

      Date: 06/26/2025

      Purism, SPC Just wanted to say thank you! It took a bit more back and forth, but because of you all I received a response from Purism and my refund... after literally 6 years! I really appreciate the help. Thank you, Chris
    • Initial Complaint

      Date:12/06/2024

      Type:Product Issues
      Status:
      UnansweredMore info

      Complaint statuses

      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 a Purism Librem 5 phone with the explicit purpose of using it during my travels in ************** due to its advertised security features. I informed Purism of my intended use in these regions, and they assured me via email that they would prepare the phone to ensure it worked in those areas.However, in reality, the phone does not function. I have tried multiple SIM cards, incurring additional expenses, but it still does not work. I have taken the phone to several technicians, who confirmed that the phone is incompatible with the networks in the specified regions.I contacted Purism several times, and they suggested performing basic troubleshooting steps that I had already tried, to no avail. Subsequently, I requested a refund, but since making this request, they have stopped responding to me.
    • Initial Complaint

      Date:11/02/2024

      Type:Billing Issues
      Status:
      UnansweredMore info

      Complaint statuses

      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 have not received a phone I ordered online from purism as of November 2 Order number _3322875 Ticket number 4457 I ordered the phone online on 10/18 and was charged to my debit card on 10/19 $2,341.08 I reached out to purism via email about my concerns: first not receiving the phone and then requesting a refund and they are not responding I requested a refund on 10/29 and again on 11/2 with no response Additionally, I wish to cancel my subscription for $114.98 monthly : order number _3322876
    • Initial Complaint

      Date:10/09/2024

      Type:Product Issues
      Status:
      UnansweredMore info

      Complaint statuses

      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 orderd a librem 5 phone from purism. I have not received the phone or a refund even after contacting their support multiple times about it. The order was made 2019 and I payed $699.00. The reason I did not contact you about this earlier was because the company was responsive at first and blamed it on a supply chain issue. Way too much time has passed now however.Thank you for your time. If you need more information, shoot me an email. I could send you the emails between me and purism if that would help.
    • Initial Complaint

      Date:07/31/2024

      Type:Product Issues
      Status:
      UnansweredMore info

      Complaint statuses

      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.
      In March 2024, I purchased the awesome plan which included phone for $60 and Sim for $39.99. I attempted to cancel both in the beginning of this month but my account access only authorized me to cancel the sim service. I tried to email their support team and received an email stating my complaint was #*** (or thereabouts). My requests to cancel stemmed from the following unanswered problem by support and or tech team: while accessing speaker phone unable to access keyboard which prevented me from answering automated calls, almost impossible to access internet due to extreme high resolution which resulting in always being kicked off any website. Thus, the purchase of sim rendered unnecessary in data usage, unable to download or access any games due to resolution....unable to download any apps, unable to delete any apps, accessing setting only allowed slight lowering on resolution that made all current apps, keyboard, limited internet writing and pics extremely small but setting only allowed extremely small or extremely big resulting in phone freezes and inaccessibility of internet cites. Furthermore, I was unable to access camera in order to upload pics to specific files for service, I had to get off call with company, then take pic and email it as phone unable to upload to any outside files, although, their website continuously stated that the librem5 phone is user friendly and/ or for users at all skills levels. this is false because I have a master degree which means I utilize computers on a regular. Unfortunately, I only took 1 computer science class which left me clueless as how to fix any of the problems I thus far described.
    • Initial Complaint

      Date:07/22/2024

      Type:Product Issues
      Status:
      UnansweredMore info

      Complaint statuses

      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.
      No communication back after a month of sending multiple emails regarding shipment/order information. They are currently charging me monthly for a subscription to service as well, however I have not even received the phone to use the service yet. I either need a full refund of $129, or an update on the shipment information as well as the service prorated for the amount of time that I haven't been able to access the service.
    • Initial Complaint

      Date:06/02/2024

      Type:Product Issues
      Status:
      UnansweredMore info

      Complaint statuses

      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 April 20, 2024 I ordered a mobile phone from Purism, for a total cost of $1,099.88. The phone requires an extensive set up process, but the process has been required *every single time* I turn on the phone, and even then it still doesn't work properly. I received assistance from their tech support, but it has never come close to resolving the issue. Right now the phone is little more than a $1,000 paper weight. After numerous attempts to get it functioning, I requested my money back, but that request was ignored. I still have the original box, equipment, etc., all exactly as they were shipped to me. I just want to send the phone back and get a refund.
    • Initial Complaint

      Date:11/30/2023

      Type:Product Issues
      Status:
      UnansweredMore info

      Complaint statuses

      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 placed order #*******. I was told lead time is very long. I requested cancellation of the order. I was told I would be issued a refund. Almost three months later, I am still told my request is in queue.The amount is huge: $3,532.69. Holding this amount of money as hostage is unacceptable and unethical. I respectfully ask you to treat my refund request with urgency, not everyone can afford waiting for extended times at the mercy of some "finance department". We are humans, not resourceful corporates.
    • Initial Complaint

      Date:11/09/2023

      Type:Product Issues
      Status:
      UnansweredMore info

      Complaint statuses

      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.
      Purism launched their Purism Librem 5 for pre-orders, which I was a part of about 4 years ago. Their refund policy then promised the ability to refund your order once it was ready to be shipped. Early in February this year they let me know my device was ready to ship; so I decided to ask them for my refund at that time. They've since been deferring this issue and avoiding having to give a refund. This is not just an issue impacting me. Attaching a copy of my email conversation:Myself, Feb 8 2023 "I am actually hoping to cancel my order and receive a refund, thank you."Purism, Feb 8 2023 "I have created a ticket for your order to be canceled and refunded.When it is being processed my colleagues in our financial department will reach out to you to confirm the billing details."Myself, Aug 30 2023 "Whats the status on this? Its been 5 months. Where is my refund?"Purism, Nov 2, 203 "Hello *****,First of all, we would like to thank you for your patience and for your support. We do acknowledge that things take longer than we all want and we apologize this.Sadly, we do not process any refunds at the moment (not just pre-orders), but we do offer two other options. One is to get the phone which you have pre-ordered (we could ship it within several business days). Another is to receive a store credit +20% gratitude on top of the amount paid.As I do not have any timeline for the refund. All the information I currently have indicates it will not be processed any time soon. Im very sorry and wish I had a better answer for you."---Aside from them taking months to just tell me they wont help me, they have continually changed their answers to avoid having to process refunds to their customers. They are violating their own refund policies and I'm unsure of what to do at this point.

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