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Business Profile

Online Retailer

Pure Aura

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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:08/22/2025

    Type:Product Issues
    Status:
    Answered
    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 Purchase: 8/12/2025 - Purchase Amount: $50.93 Received the product today, 8/21/2025 and this is not the 'real' product. I have purchased this product in the past directly from the company ********. The product name is Seed DS-01 Daily Synbiotic-Prebiotic. The product I received looks bogus. The container it arrived in is not the same, the seal, even the capsules. I believe this ************************** is fake and needs to get taken off websites. I called the number provided on their website, ************ and it's a rapid busy signal which is a sign it's fake.

    Business Response

    Date: 09/06/2025

    Dear BBB and Consumer,
    Were sorry for the frustration. We searched our system and did not find any prior emails or tickets from the consumer for this order. Were also checking with our phone provider regarding a reported busy signal to ensure the line is reachable.
    Brand & *************************************start="541" data-end="544"> We do not sell branded products.

    Chargeback Status & *******************start="1230" data-end="1233"> The cardholder has opened a chargeback for $50.93. Because the transaction is now under the issuing banks process, we cannot issue a duplicate refund. We will not contest this chargeback and consent to the banks reversal. The consumer will receive the credit once the issuer completes processing (timing varies by issuer).
    If the consumer prefers to resolve directly with us instead, they may ask their bank to withdraw the dispute; upon confirmation,  returning the item is optional and not a condition of the chargeback outcome.
    Please **** this complaint Answered / ******************** processing. We will honor the issuers final decision and update BBB if anything changes.
    Sincerely,
    Pure Aura Customer Care
    *************************************************************************

    Customer Answer

    Date: 09/08/2025

    Thank you for reaching out to this so called company.  I strongly believe they are bogus.  Claiming they didnt receive my email I find unbelievable. I used the email provided in their website. Also, Im not sure what they mean by we dont sell branded products because I did purchase a product that is from another company they are selling on their website at a lower cost.  However, I a m glad to hear they are complying with reversing the charges with my bank. I was left with no choice, but to go this route. This website/company needs to get further investigated and taken down from the internet so no else goes through the same experience.  I

    Customer Answer

    Date: 09/19/2025

     
    Complaint: 23781321

    I am rejecting this response because: Thsi is a bogus company.  Furthermore, they've LIED!  They do have an order number and they have emailed me with such.  Something doesn't make since here.. as you can see from my attachment, they charged me for fake probiotic pills.

    Sincerely,

    ******** *******

    Business Response

    Date: 10/04/2025

    Dear BBB and Consumer,
    Were sorry for the frustration. We searched our system and did not find any prior emails or tickets from the consumer for this order. Were also checking with our phone provider regarding a reported busy signal to ensure the line is reachable.
    Brand & *************************************start="541" data-end="544">We do not sell branded products.

    Chargeback Status & *******************start="1230" data-end="1233">The cardholder has opened a chargeback for $50.93. Because the transaction is now under the issuing banks process, we cannot issue a duplicate refund. We will not contest this chargeback and consent to the banks reversal. The consumer will receive the credit once the issuer completes processing (timing varies by issuer).
    If the consumer prefers to resolve directly with us instead, they may ask their bank to withdraw the dispute; upon confirmation,  returning the item is optional and not a condition of the chargeback outcome.
    Please **** this complaint Answered / Resolved pending bank processing. We will honor the issuers final decision and update BBB if anything changes.
    Sincerely,
    Pure Aura Customer Care
    *************************************************************************

    Business Response

    Date: 10/04/2025

    Dear BBB and Consumer,
    Were sorry for the frustration. We searched our system and did not find any prior emails or tickets from the consumer for this order. Were also checking with our phone provider regarding a reported busy signal to ensure the line is reachable.
    Brand & *************************************start="541" data-end="544">We do not sell branded products.

    Chargeback Status & *******************start="1230" data-end="1233">The cardholder has opened a chargeback for $50.93. Because the transaction is now under the issuing banks process, we cannot issue a duplicate refund. We will not contest this chargeback and consent to the banks reversal. The consumer will receive the credit once the issuer completes processing (timing varies by issuer).
    If the consumer prefers to resolve directly with us instead, they may ask their bank to withdraw the dispute; upon confirmation,  returning the item is optional and not a condition of the chargeback outcome.
    Please **** this complaint Answered / Resolved pending bank processing. We will honor the issuers final decision and update BBB if anything changes.
    Sincerely,
    Pure Aura Customer Care
    *************************************************************************

Pure Aura is NOT a BBB Accredited Business.

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