Reviews

This profile includes reviews for Pura's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pura

  2100 W Pleasant Grove Blvd Ste 600 Pleasant Grove, UT 84062-3323

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  Pura

  729 N 1500 W Orem, UT 84057-2810

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  Pura

  815 W 1250 S Orem, UT 84058-5986

Review Details

• Review fromMary N

  Date: 07/26/2025

  1 star
  I recd an email from Pura saying that the magnets on their Pura 4 covers have the potential to fall off-which could be a hazard to little children. So, I emailed them telling them that I bought three Pura 4s. For good measure, I sent them pics of the orders. Well I got an email saying that I had to take pics of the Puras themselves and send them to them. They have a record of who bought these. It is surely their responsibility to replace the hazardous items. I have also had them take away reward points that I have earned without any notice before hand. I earned those points. They should at least send a warning. My daughter has also purchased fragrances that came and had leaked. They refused to replace them. Very hard company to work with.

  Pura

  Date: 07/28/2025

  Thank you for taking the time to share your experience. Were truly sorry to hear about the frustration you've encountered and the inconvenience this has caused you and your family. Thats not the experience we aim to provide.Regarding the replacement covers, we understand your concerns and appreciate you taking the time to send photos. While our policy requires images of the devices for verification, your feedback is valuable and helps us identify areas for improvement.We also apologize for the lack of clarity surrounding your rewards points. We know how disappointing it can be to lose earned value, and were currently reviewing our communication to ensure better transparency moving forward.Lastly, were very sorry to hear about the issue with the leaked fragrance. Thats certainly not the quality we stand behind, and wed love the chance to make this right.Please reach out to us directly at ******************************** with the order information of your daughter's order and we can look into this further for you. Were here to help and want to turn this around for you.

• Review fromElizabeth R

  Date: 07/22/2025

  1 star
  I ordered some things from Pura. The delivery company apparently tried to deliver but couldn't find my address which is ridiculous... Im 1 of 5 houses on my street. Was told they'd deliver in 24 hours... got nothing other than my package was sent back to the sender. Called to get a refund- they dont do refunds or resend packages out?? I have NEVER heard of a company that doesn't credit you for something you never received. Do your self a favor and go somewhere else.

  Pura

  Date: 07/23/2025

  Hi *********, Thank you for sharing your feedback. We are truly sorry for the frustration this situation has caused and want to make sure you are well taken care of.I went ahead and looked into your most recent interaction with us, and it does appear that the carrier is scheduled to attempt redelivery within the next 24 hours, so your package should be arriving today. We completely understand how upsetting delivery issues can be, especially when it seems like no resolution is in sight.If for any reason you do not receive your order or continue to experience trouble, please do not hesitate to reach back out here or through our direct support channels. I will be more than happy to step in and make sure this gets resolved for you. Let us know if you have any other questions.

• Review fromSusan T

  Date: 06/28/2025

  1 star
  I placed an order with this company a week ago. When I finished paying, it indicated that the items would arrive in 5-7 business days and provided a link to SHOP to track the order. I opened the SHOP app, and there is no record of any shipment from PURA. I called their customer service number and a recorded message indicated "someone would be with me shortly". I'm sorry to see that others have had the same terrible customer service experience. If the package doesn't arrive this week, I will contact my credit card company and file a request to reimburse me for items not received. Will not be a returning customer.

• Review fromJennifer T

  Date: 06/18/2025

  1 star
  Labyrinthian app and customer service resolved the issue on the phone and reversed the resolution completely on the follow up e mail. It was imposible to cancel an order - even before it was actually shipped. I will neither recommend nor patronize Pura again. Unethical business practices are unacceptable.

  Pura

  Date: 06/23/2025

  Hi ********,Were truly sorry to hear about your experience and completely understand your frustration. Its never our intention to make things difficult or confusing, and we appreciate you taking the time to share this feedback.Due to how quickly our fulfillment system processes orders, were often unable to make changesincluding cancellations or address updatesonce an order is placed. We understand how frustrating that can be, especially when you're trying to catch it early.While were not able to intercept shipments directly, we always want to support our customers the best we can and are happy to help you connect with the carrier for additional options. If you ever have questions or need further assistance, please dont hesitate to reach out. Were here to help.

• Review fromKaren P

  Date: 06/17/2025

  1 star
  ******** customer service! I have placed 3 recent orders with this company. They take weeks to ship and last order they shorted me an item. Allegedly created a label for a ***lacement product 9 days ago but no movement since that date. No response to email. Phone *** of no help except to say item is lost. Blamed shipping company but clearly item was never picked up. Enjoy the product but am extremely frustrated with placing any orders with this company. Have purchased through ********* and also with *** Deals and Steals. ********* shipped order with no problem, but even ordering with *** did not stop horrible shipping service. Will notify both sites of terrible customer service and direct them to horrible ratings on BBB site. Will encourage them to stop ***resenting this company. Even if a product is good, a company with such horrible customer service should be avoided.

  Pura

  Date: 06/20/2025

  Hi *****,Thank you for your feedback, and Im so sorry for the frustration and inconvenience you experienced throughout this process. We understand how disappointing it can be when expectations aren't met, especially when it comes to shipping and communication.I did check on your most recent order, and I can see that the replacement package was successfully delivered yesterday. We hope everything arrived in good condition and that you're now enjoying your products.That said, if theres anything still unresolved or if you need any additional support, please dont hesitate to reach out to us at ************************************ Were here to help and want to make sure you feel taken care of.Thank you again for giving us the chance to improve.

• Review fromMeaghan C

  Date: 05/14/2025

  2 stars
  While the idea of an app run air freshener is nice, the company has very poor customer service. I reached out for support regarding consolidating my accounts as I accidentally created two. Instead of assisting they laid out terms that I agreed to when creating the accounts and how I would be fined $100 if I tried to adjust one of them. It was a very aggressive email for what I thought was a simple request. Rather than threatening to charge me they could have gone about it differently, like tell me they cant consolidate and Id need to manually remove my air fresheners from the one account and add it to the other. I wasnt trying to cancel my subscription but they acted like I was and were very aggressively trying to stop/threaten me if I did. Anyways, apparently Im stuck with this subscription for 6 months or can pay $100 to get out of it. ??

  Pura

  Date: 05/16/2025

  Hi *******,Thank you for taking the time to share your feedback. Im truly sorry to hear about your recent experience thats not the kind of interaction we want any of our customers to have.Well absolutely be reviewing the communication you received and will provide coaching to the agent involved to ensure our messaging remains respectful, clear, and supportive. By no means do we want to come across as aggressive or unhelpful, and we apologize if that was how the message felt.We always aim to be transparent about our policies and limitations, but we also want to ensure that our customers feel heard and valued throughout the process. Your feedback is important, and we appreciate you bringing this to our ************* love the opportunity to make this right and ensure you feel fully supported. If there are any additional questions or concerns you have, please dont hesitate to reach out were here to help.

• Review fromJocelyn H

  Date: 04/09/2025

  1 star
  What customer service? This should be a warning to anyone looking to purchase from PURA. They have zero customer care/service. My ******************** device will not connect, the troubleshooting is a joke and basically have all these scents that are going unused. I have cancelled my subscription, my pura device is worthless. Never again, Pura has bad Karma headed their way.

  Pura

  Date: 04/10/2025

  Hi *******,Thank you for your feedback, and Im so sorry to hear about your recent experience. We definitely want to make things right and help resolve the issue with your device.I took a look at the email address associated with your review and I wasnt able to find any recent contact from youour last message appears to be from July 2023. If you did try to reach out, could you let us know how you contacted us? For reference, our direct support email is *************************************** feel free to reply to this message or send us an email directly, and well prioritize getting this resolved for you as quickly as possible.Looking forward to helping you out.

• Review fromALEX C

  Date: 03/28/2025

  1 star
  This company has horrible customer service!! I spent 4 days communicating back and forth between many representatives. I only got generic and conflicting answers without substantial explanation or solution to my problem. I was a first time customer, but after this horrible experience, I will return all the products because I dont want to conduct business with this company.

  Pura

  Date: 04/03/2025

  Hi ****,Thank you for reaching out. It looks like your issue was resolved on the ticket, but I wanted to personally follow up after reviewing the experience you had. I sincerely apologize for the frustrating back and forth you encountered thats not the kind of service we aim to provide.We're actively working on streamlining our communication processes to ensure a more consistent and helpful experience moving forward. I completely understand your frustration and truly regret that your first experience with us was anything less than exceptional.We appreciate your feedback and genuinely hope well have the chance to earn back your trust in the future.

• Review fromEnrique H.

  Date: 03/14/2025

  1 star
  Never received my order after a month of waiting. Never got responses for my emails that I sent 3 different times. Now I doubt if I can even get a refund, what a scam period

  Pura

  Date: 03/18/2025

  Hi *******,Im so sorry to hear about your experience, and Id love to help make this right! I wasnt able to locate any emails tied to the address you provided, so I want to make sure were looking in the right place.Would you be able to confirm if theres another email address associated with your order? If possible, sharing your order number would also help us track it down quickly.Were here to help and want to ensure you receive your order or a resolution as soon as possible. Looking forward to your response!

• Review fromCalvin Y

  Date: 01/07/2025

  1 star
  Horribly run business. Shipping takes week's and when you are on their discounted subscription plan that poses a problem. I am literally still waiting on this months shipment and the will be billing me in another week for the next. **************** is abysmal.

  Pura

  Date: 01/08/2025

  Hello ******,Thank you for taking the time to share your feedback. Were sorry to hear about your frustration with the delay in your shipment and your experience with our customer service.During the holiday season, shipping carriers often face increased volume, which can sometimes lead to delays in delivery. When you reached out to us, we provided an updated tracking link to help you monitor your order's progress, and we regret if this process felt inconvenient.We understand how important it is to receive your subscription orders on time, and were actively working with our shipping partners to minimize delays during these busy periods. Your feedback is important to us and helps us improve both our processes and customer support.If theres anything further we can assist you with, please dont hesitate to contact us at ********************************* Thank you for your patience and for giving us the opportunity to address your concerns.