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Business Profile

Online Retailer

PurSteam

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 15 total complaints in the last 3 years.
  • 3 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:11/04/2024

    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 ordered a pursteam iron for clothes 1700W from ****** on March 20th, 2024. I used it once a week, for 5 months, and loved it ,until it stopped heating totally at the end of August. I have contacted the company 5 times at ********************************** and have not heard back from them.

  • Initial Complaint

    Date:07/08/2024

    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 bought an iron from Amazon made by Pursteam on October 8 2023. The iron has a year warranty. It quit working completely two weeks ago. I've tried emailing the company several times and no response back. I found a phone and tried multiple times but every time there is a message saying "no agent is available and to call back later". I would like them to refund the $35.00 I paid for the iron

    Customer Answer

    Date: 08/02/2024

    Better Business Bureau:

    At this time, I have not been contacted by PurSteam regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:06/04/2024

    Type:Service or Repair 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.
    Steam iron PS99LCD has an ERR1 message and continues to beep.I let it cool down completely still does not reset. Manual does not contain any information on Errors.I only used it to iron table linens for the holidays. Used Christmas and New Years and then for Mother's Day when this occurred. I sent 5 emails to them with no response.I would like instructions on how to fix or a replacement. I was happy with the product until this happened.I did order a new iron which I haven't even opened as I would prefer a response from the vendor

    Customer Answer

    Date: 07/01/2024

    Better Business Bureau:

    At this time, I have not been contacted by PurSteam regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:05/30/2024

    Type:Service or Repair 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 pur steam steamer 6 months ago from ******* order ****************The steamer broke where it folds a piece came off it and now it can not operate as it wont stay upright to push. Ive called numerous times and no one is there to take calls also sent two emails. This is probably the worst backed customer service Ive ever dealt with no help whatsoever.

    Customer Answer

    Date: 06/24/2024

    Better Business Bureau:

    At this time, I have not been contacted by PurSteam regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:05/24/2024

    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 purchased this product PurSteam Iron in December 2023 from Amazon and KNDirect, LLC was the seller , but product is no longer working. The *** display won't move past standby mode and the status keeps toggling. I am having a terrible experience with this product, especially after spending so much money on it.Please assist me as soon as possible, as not having a functioning iron is significantly impacting my daily chores.I tried to call the phone number which I received from Amazon but no luck.Details of product from Amazon :PurSteam Steam Iron for Clothes 1800W with *** Screen, Nonstick Ceramic Soleplate, Auto Shutoff, Anti-Drip, Self-Cleaning Order# ***-***************

  • Initial Complaint

    Date:02/22/2024

    Type:Customer Service 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.
    I purchased a steam mop on September 10 (via Amazon) and have used it less than 10 times since the purchase. The mop has stopped working--it will heat up but no steam will come out. The product is still under the 12-month warranty and I have reached out to the company three times (twice via email on 2/12 and 2/15) as well as once through their website contact form (I do not have that date since I was not sent a copy of the message) to request information about getting a repair or replacement mop. The only way to contact the business is via email and I have not received any response from the company, even an acknowledgement that I sent these messages, about my issue. All I want is to find out how to get my mop to work OR get a new mop. I would appreciate the company responding or reaching out to correct this issue.

    Business Response

    Date: 02/23/2024

    Dear ******, 

    Thank you for reaching out and letting us know about your steam mop concerns. I apologize for the delay in our reply. We checked our messages and emails, but we couldn't find any emails that registered under the email you provided or your name. 

    But no worries, as I'm already here to help and address your issue. You mentioned that the steam mop was purchased from Amazon, and I also saw the attached order slip. However, we also need the 17-digit Amazon order number for verification purposes. 

    Please provide your current shipping address too, in case of a replacement. 

    I'm looking forward to your response. 

    Warm regards,

    ***********************
    Customer Support Manager

    Customer Answer

    Date: 02/27/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    The business requested additional information from me. I have included that information below: 

    The Amazon order number is: *******************

    My address is *********************************************************************

    Additionally, the business claims that they did not receive any communication from me, and I have seen that they have said the same thing to other folks with the same issue, which leads me to believe that they have a serious issue with their system or are not responding to complaints on a regular basis. I have attached the emails I sent them and would like to understand which email I should have been reaching out to for them to receive my initial email. 

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

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




     

    Business Response

    Date: 03/18/2024

    Dear ******, 

    Thank you for being so patient while we work on your concern. We would like to apologize for the delay in resolution on our end. We are currently in the process of transitioning to a new messaging tool to make the customer experience better, which is why we have these delays. 

    Rest assured that we are working swiftly to cater to your messages as fast as possible. 

    Since you provided us with your information, we processed a replacement for your steam mop, and it will arrive in 3-5 business days. 

    The shipping details will be sent to your email address, so you can track your shipment. 

    We hope this will address your concerns and demonstrate our commitment to your satisfaction.

    Regards,

    ****
    Customer Support Manager

  • Initial Complaint

    Date:12/27/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 date: 02/25/23 Item: Therma Pro 211 Steam Mop Purchase price: $69.97 Order site: Amazon Order #: ******************* After using the steam mop a few times, the water tank began to leak from the bottom. Due to the leakage, the water isn't able to properly steam, making the mop unusable. It is a 10 in 1 mop with different attachments, but unfortunately I'm not able to use those attachments because of the leakage as well. The mop has always been handled with care and it has never been handled wrecklessly. I had only used it a handful of times before the tank began to leak. Due to the the leakage, I stored the mop away and resorted to my other mops. I finally remembered that I bought a protection plan with the mop and decided to get my problem resolved. The mop is still active under the manufacturers warranty as well. Upon looking at the customer support on their website, I discovered that the only way to reach anyone in the company is by email. I emailed them on 12/14/23 with video proof and the whole explanation of what's wrong with their product. I emailed them two more times since then and have not received any response whatsoever. Unfortunately, it seems like the company does not respond well to any issues with their products! This report through the BBB is my last resort.

    Business Response

    Date: 12/29/2023

    Hi ********,

    We appreciate you getting in touch with us and are sorry to hear that your steam mop was giving you problems. We attempted to go through our system for any emails, but we were unable to locate your contact information.

    Since you provided your order number in the BBB report, we saw that your purchase is still within warranty. To resolve this for you, we would like to offer a replacement. 

    Kindly get back to us with your current shipping address to proceed. 

    Warm regards, 

    ***********************
    Customer Support Manager







    Customer Answer

    Date: 12/29/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Thank you for your response. My current address is 

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


    Sincerely,

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



     


  • Initial Complaint

    Date:11/27/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 PurSteam Professional Grade ****-Watt Steam Iron with Digital LCD Screen for $44.97 on Amazon on August 14, 2023. See product link *********************************************************************************************. On November 19, 2023, barely 3 months later the iron displays an 'Err 1' message, beeps constantly and won't heat up. There is no information on the manufacturer site or anywhere on the web to troubleshoot the problem. I have tried emailing the PurSteam customer support and requesting to chat but there is no response. Their number does not work. If this is an intentional ploy then it is brilliant...customers cannot claim your warranty if they cannot reach you, so you always have a perfect score. This just looks like the world's worst steamer and crappiest customer service.

    Business Response

    Date: 12/01/2023

    To: The Better Business Bureau

    Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience. We have resolved the issue with the customer and have offered an entire unit replacement.

    Rest assured that we are working on our end to resolve any possible technical issues with our product. The same goes for our servers to prevent this issue of not receiving customer emails from happening again.

    Thank you for your understanding and cooperation.

    All the best!
    Pursteam Customer Support

    Customer Answer

    Date: 12/06/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:11/15/2023

    Type:Service or Repair 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.
    I purchased a steam mop through Amazon from Pursteam. After using it twice, it stopped working. I have attempted to contact Pursteam multiple times but have heard nothing back from them since the device broke in April.

    Business Response

    Date: 11/17/2023

    Dear *****, 

    Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience. One of our customer service representatives responded to your inquiry on November 14, 2023, and since then we have also been waiting for a response from your end. 

    We have resolved the issue and immediately processed a full refund as requested here. The funds should go back to the original form of payment in 3-5 banking days. 

    Should you need anything else, please let us know. 

    Warm regards,

    ***********************
    Customer Support Manager

  • Initial Complaint

    Date:10/02/2023

    Type:Service or Repair 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.
    ***************************************************************** Link to product purchased included above. This item was purchased in Nov 2022 as of Sept 2023 it is no longer working and at all at home troubleshooting hasnt resolved the issue of item not steaming. The units warms and makes noise like its trying but is unable. I have been emailing and submitting chat requests constantly for a month with no contact. A support number posted in Amazon reviews says no one is available and hangs up when called. There is no recourse to have item replaced or repaired under their stated warranty. Essentially company is operating in bad faith on warranties and shody products.

    Business Response

    Date: 10/03/2023

    Dear ******,

    Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience. Our customer support agent responded to your concerns yesterday, as per checking. Please refer to the screenshot attached to this reply.

    We only require a few pieces of information from you, and we will be able to process the replacement promptly. If you haven't received anything in the email, kindly check your spam folder.

    We're looking forward to resolving this for you.

    Thank you and regards,

    Customer Support Manager

PurSteam is NOT a BBB Accredited Business.

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