I have been back and forth with customer service and they have been gaslighting me and saying my order was correct, when in fact, it was not. They failed to send me 2 fragrances and after multiple att... Voir plus
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Lisez les avis des autres
Would give 0 stars if i could. I was initially really excited to get this purifier for Christmas last year - SAVE YOUR MONEY. I regret asking my family to spend their hard earned money on this trash c... Voir plus
L'entreprise a répondu
This company is an expensive scam. I tried one of their wall diffusers on promotion, and then for health reasons found I could no longer have fragrance in my home. Trying to unsubscribe was a nightm... Voir plus
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My Great Dane developed respiratory issues after starting pura. I didn’t make the connection until 6 months in. As soon as I stopped using Pura, his condition cleared up. This is not safe for pets reg... Voir plus
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À propos de l'entreprise
Écrit par l'entreprise
🙌 World's first smart fragrance dispenser | Automating the scents of your home with your phone | With an adjustable-color Nightlight
Coordonnées de contact
2100 W Pleasant Grove Blvd, 84062, Pleasant Grove, Etats-Unis
- www.trypura.com
1,4
Mauvais
212 avis
Aucun historique récent de demande d’avis
Cette entreprise n’a pas récemment invité ses clients à l'évaluer, donc les avis ne sont peut-être pas représentatifs.
A répondu à 100 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
Comment cette entreprise utilise Trustpilot
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Got stuck in a 12 month subscription…
Got stuck in a 12 month subscription for what I thought was a free diffuser. It wasn’t as advertised and when u thought I was at 12 months and canceled, I was charged $60.
23 juin 2026
Avis spontané
Réponse de Pura
Hi Merrick, thank you for sharing your feedback. When any promotional offer is accepted, the terms and conditions are presented at checkout and must be agreed upon before the transaction is completed. That same information is also displayed during the cancellation process. We appreciate you letting us know your experience and we're always looking for ways to make things clearer for our customers. If you'd like to discuss your situation further please reach out to us directly and we'd be happy to take a look.
My Great Dane developed respiratory…
My Great Dane developed respiratory issues after starting pura. I didn’t make the connection until 6 months in. As soon as I stopped using Pura, his condition cleared up. This is not safe for pets regardless of what they say. In fact after doing more research, fragrance is not safe for humans either.
20 juin 2026
Avis spontané
Réponse de Pura
Hi Ashley, thank you for sharing your feedback and for providing your contact information through Trustpilot. We'd like to learn more about your experience and will be reaching out to you directly via email. Please keep an eye on your inbox and we look forward to connecting with you.
I have been a customer for at least 2…
I have been a customer for at least 2 years. I never had any complaints because I never tried to cancel an order. This is apparently an impossible task to do & when I send a message to support I get an AI bot. I had changed my order frequency to every 12 weeks because every 4 just isn’t in the budget a right now. However, somehow the frequency was changed back to every 4 without my knowledge. I received an order confirmation at 2:00am. I woke up and emailed at 5:00am that I wanted my order cancelled. The response I was met with was “your order is already being prepared.”
In the middle of the night? Barely 3 hours after the order placed? Right. I was told my only option is to wait to receive my order (which don’t get me started on his long their shipping process is), and then return it. I will be canceling my subscription because I cannot trust that it won’t reset everything on its own again & charge me for an order I didn’t even want.
15 juin 2026
Avis spontané
Réponse de Pura
Hi Alexandra, thank you for being a loyal Pura customer and for taking the time to share this. We're really sorry to hear about your experience, especially the unexpected order and the difficulty trying to cancel it. That's not at all how we want a long-time customer to feel. We've reached out to you through Trustpilot to get your information so we can look into this personally and make it right. Please keep an eye out for our message.
I really wanted to love Pura
I really wanted to love Pura, and for a while I did.
Over the last few months, however, both of my diffusers stopped producing noticeable scent. At first, I thought the issue was the fragrances themselves, particularly the Eucalyptus scents I had ordered. I continued purchasing refills and troubleshooting because I genuinely believed it was a fragrance issue.
After receiving another order of White Tea—a scent I know very well and have enjoyed in the past—I realized the fragrances were not the problem. Both of my diffusers were.
What has been most frustrating is that I spent over $110 on fragrance refills during the time my diffusers were malfunctioning. I followed every troubleshooting step provided by support, watched instructional videos, reset the devices multiple times, and spent months trying to figure out the issue.
While Pura has now agreed to replace the diffusers, I am still waiting for a clear answer regarding the fragrances that were essentially wasted while the devices were not working properly. My request for a refund, credit, or replacement fragrances has repeatedly gone unanswered.
Customer service has also been difficult to reach. Responses take days, chat support is often unavailable, and calling can be challenging.
The reason I am not giving one star is because I do genuinely enjoy the White Tea fragrance and Pura has agreed to replace the diffusers under warranty. However, replacing the devices only addresses the future—it does not address the money spent on fragrances that could not be enjoyed because of defective diffusers.
I hope Pura makes this right. If they do, I will gladly update this review.
14 juin 2026
Avis spontané
Réponse de Pura
Hi Franchesca, thank you for sharing this so honestly and for your patience throughout what has clearly been a really frustrating experience. You deserved answers and resolution much sooner than this and we're sorry that hasn't happened yet. We're glad the diffuser replacements are on the way but we hear you that the fragrance concern is still open and that matters to us. We've reached out to you through Trustpilot so we can get your information and make sure we address everything properly. Please keep an eye out for our message and we look forward to making this right for you.
Don’t buy it
I bought the device in a store. Trying to set it up and I need to agree to a fragrance subscription service. Setting up an account is mandatory so I just wasted $70 for the device and a fragrance that I can just toss in the garbage now.Terrible
5 juin 2026
Avis spontané
Réponse de Pura
Hi Salleena,
Thank you for sharing your information with us. We also wanted to clarify that a subscription is not required to use your Pura device. You're welcome to purchase fragrances as you go without any commitment. We'd love to help you get everything set up and make sure you're able to enjoy your purchase. Feel free to reach out to us at support@pura.com and we'll be happy to walk you through it!
I have a car diffuser that stopped working
I had a car diffuser that stopped working. But because I bought the diffuser 3 years ago Pura customer service states it is out of warranty and there's nothing they can do. I feel unsupported - and a bit frustrated considering I've spent a few hundred dollars on refills alone for their diffuser over the last 3 years. I would have appreciated it if they would have just replaced their product that is now defective. I've heard good things about Aera, I think I will try them.
3 juin 2026
Avis spontané
Réponse de Pura
Hi Justin,
Thank you for sharing your experience and we're really sorry to hear your car diffuser stopped working. We completely understand how frustrating that must feel, especially after years of loyalty and investment in our fragrances.
We did want to share some helpful information here. While our devices do come with a one year warranty, active Pura subscribers are covered under our lifetime warranty. So if you have an active subscription, there may absolutely be something we can do to help get you taken care of with a replacement.
We've already reached out through Trustpilot to get your contact information so we can look into your specific situation and see what options are available to you. We'd love the chance to make this right and keep you in the Pura family.
Missing orders and nonexistent customer…
Missing orders and nonexistent customer service. Device barely works to begin with. Trash
Edit: so they can reply to a bad review within 24 hours but can't respond to multiple emails. What a joke of a company
1 juin 2026
Avis spontané
Réponse de Pura
Hi Lex,
We're really sorry to hear about your experience. Missing orders and feeling like you couldn't get the help you needed is absolutely not what we want for any of our customers, and we take this seriously.
We've already reached out through Trustpilot to get your contact information so we can look into everything personally and make this right. We hope to connect with you soon.
Edit:
Hi Lex,
We completely hear you and we understand why that feels frustrating. We genuinely want to look into your missing orders and get this resolved for you, but we're unable to locate your account with your name alone. Could you share your email address through Trustpilot so we can track down your account and get to work on this right away?
Do not subscribe
Do not subscribe. It is a scam. Evil people. Evil company. Thieves.
29 mai 2026
Avis spontané
Réponse de Pura
Hi Alexandria,
We're really sorry to hear you feel this way. This is absolutely not the experience we want for any of our customers, and we take feedback like this seriously.
We've already reached out through Trustpilot to get your contact information so we can look into your situation personally and make things right. We hope to connect with you soon.
I really wanted to love this product
I really wanted to love this product. I have a small, 1400sqaure foot apartment and never small the scents/diffuser. I signed up for the subscription and got the diffuser for free but now will spend over $600 because of the length (fine print) of the subscription agreement. Definitely not worth the money.
24 mai 2026
Avis spontané
Réponse de Pura
Hi Danielle, thank you for sharing this with us. We're really sorry to hear that the experience hasn't been what you were hoping for, and we completely understand how frustrating that feels especially when you were genuinely excited about the product.
We've already reached out through Trustpilot to get your contact information so we can look into your situation more closely and see how we can help. We're looking forward to connecting with you soon.
Tech issues CONSTANTLY and when reach…
Tech issues CONSTANTLY and when reach out keep passing your around telling same steps been told that didn't work over and over and don't want to refund, when finally get refund they do not provide shipping return label. When working correctly I ltive the time set options to run, scents are nice but definitely EXPENSIVE. Ended up finally fed up tech issues and quit using.
4 mai 2026
Avis spontané
Réponse de Pura
Hi Heather, thank you for sharing your experience with us. We're really sorry to hear that things didn't go the way they should have. What you've described is not the experience we want for our customers, and we completely understand your frustration.
We've already reached out through Trustpilot to get your information so we can look into everything more closely and make this right. We hope to connect with you soon.
Greed at its finest
Terrible i went to use my points which I have earned by spending a lot of money with yall and I can't use my points because yall are running a sale. That is the worst B.S. yall lost a customer today. Me using my points ive earned should have no baring on yall running a sale and for that im canceling all of my subscriptions and will not be back as a customer thats GREED at its finest Terrible i went to use my points which I have earned by spending a lot of money with yall and I can't use my points because yall are running a sale. That is the worst B.S. yall lost a customer today. Me using my points ive earned should have no baring on yall running a sale and for that im canceling all of my subscriptions and will not be back as a customer thats GREED at its finest. I really am extremely upset by this. These companies are fail to understand without the customer they wont survive and most definitely lost a good customer today. Im Appaled
19 mai 2026
Avis spontané
Réponse de Pura
Hi Michael, thank you for sharing your feedback with us. We completely hear you, and we're sorry your experience left you feeling this way. Your loyalty genuinely means a lot to us, and we never want a valued customer to feel like that.
We've already requested your contact information through Trustpilot so we can connect with you directly and look into this further. We'd really love the chance to make this right.
Trust the bad reviews
Trust the bad reviews. I feel like I fell for a scam. I purchased 2 diffusers and the only time I can smell any fragrance is with a brand new refill bottle and if I lean forward close to it. It doesn’t fill even a small room, in the least.
The only resolution they are willing to do is a very time consuming trouble shooting, that did nothing.
They do not stand behind their product at all and they would not let me out of the subscription without a $105.00 penalty/ price of the original diffuser ( I did get free) but after spending 14 months of refills that sit in a drawer and money on another diffuser, that I have unplugged because it was just taking up counter space, they would not even consider cutting that penalty in half.
I recommend throwing your money down a drain, it will save you time and frustration
18 mai 2026
Avis spontané
Réponse de Pura
Hi Michelle,
We really appreciate you sharing this, and we're truly sorry the experience left you feeling this way. That's not at all what we want for anyone who brings Pura into their home.
We've already reached out to you through this platform to get your details, and we'd love for you to respond there so we can look into everything personally. We want to take a real, close look at what happened with your devices and your account, and we're committed to making sure you walk away with a resolution that actually feels right.
You have our word that this won't be the same experience you had before.
Purchased three diffusers from…
Purchased three diffusers from Nordstroms..one for my use and other two as gifts. Replaced the scents...the diffuser now does not work. Spent hours trying to fix..wasted two hours on the phone with Pura and was disconnected twice...sent in information they asked for....except couldn't find receipt. There Rep was useless...and couldn't connect with Supervisor. This company should not be allowed to sell product!!!
11 mai 2026
Avis spontané
Réponse de Pura
Hello Mark,
We are very sorry to hear about the trouble you have had with your diffusers and the frustration caused by your experience with our support team. It is never our intention to leave a customer feeling unsupported, and we sincerely apologize for the long wait times and the disconnections you encountered.
We have sent a request for your information through this platform so we can locate your account and look into this further. Even without a physical receipt, we would like to see how we can help resolve this for you and get your devices back in working order.
Thank you for bringing this to our attention and for your patience while we work to make this right. We look forward to hearing back from you soon.
Just don't. Not worth it
Cant comment on the customer service because i just stopped using it. But I can tell you its expensive and it sucks. Dont get it. So many better products out there.
17 avril 2026
Avis spontané
Réponse de Pura
Hello Ashley,
We are genuinely sorry to hear that your experience with Pura has been so disappointing. We aim to provide a high-quality product that feels like a great value to our customers, and it is clear we missed the mark for you.
We have sent a request for your information through this platform so we can take a closer look at your account and the specific issues you encountered. We would love the opportunity to hear more about your experience and find a way to make this right for you.
Thank you for sharing your feedback with us. We appreciate your patience and look forward to the chance to connect with you directly.
Love their product - Great Fragrance Options
I'm updating my review from 1 star to 4 stars... Pura moved quickly to resolve the issue (before they even responded to this message). The first person I spoke with was not overly helpful, but I reached a truly remarkable customer service associate via email and the problem was resolved quickly. I didn't want to leave a harsh review without further update.
Love their product, but the 3rd party they use for shipping is awful - product doesn't arrive on time, or doesn't get shipped to the correct address - and they feel very little responsibility for resolving the issue. Literally lost $100 worth of product and they were completely unhelpful. The shipper (SpeedX) isn't much better. I can't give a company like that my business.
21 avril 2026
Avis spontané
Réponse de Pura
Thank you for sharing your feedback with us, Julie. We are truly sorry to hear about the frustrating experience you had with the delivery of your order. It is disappointing to know that our shipping partner fell short of the high standards we strive to provide for our customers, and we certainly understand how upsetting it is to lose both your time and your investment.
We have sent a request for your information through this platform so we can look into your account details further. Our team would love the opportunity to make this right and ensure you are taken care of properly.
We appreciate your patience and your kind words about our products. We look forward to hearing back from you so we can resolve this as quickly as possible.
Horrible customer service
I was charged for a shipment but tracking shows it did not ship. The customer service response was horrible. I asked them to find the shipment and was told I have to wait 10 days before I can ask about it again. Pura is a scam. You can buy the product elsewhere. Don't buy directly from them.
17 avril 2026
Avis spontané
Réponse de Pura
Hello Cari,
Thank you for sharing your feedback with us. I am truly sorry to hear about the negative experience you had with our customer service and the delay regarding your shipment. This is certainly not the level of support we aim to provide our customers, and I understand how frustrating it is to feel like your concerns aren't being addressed.
We would like to look into this situation further to ensure it is handled correctly. We have submitted a request for your information through this platform so that we can locate your account and provide a resolution.
We appreciate your patience and the opportunity to make things right. Thank you for letting us know about your experience.
The scents are great..but….
The scents are great, Sweet Grace is my favorite. But. I purchased 4 plug in devices. Once connected to WiFi, they created congestion on our network such that it was disruptive. When reaching out to Pura, their solution was to ensure 2.4Ghz, well I did that from the initial setup, nothing that Pura suggested worked. I tried creating a separate guest network at 2.4 dedicated to the Pura devices, still caused congestion. I tried everything that Pura customer support suggested and consulted online and AI. Nothing worked. We have fiber high speed internet that allows 2.4 connectivity. Anyway, I ended up cancelling my subscription (and paying for my devices considering I got them as a promo for “free” with 1y subscription to scents). It was worth paying to get out of the plan. Sadly disappointed. If you’re considering a Pura, you might research to make sure you don’t have the same issue that I did. I do not recommend for this reason.
8 avril 2026
Avis spontané
Réponse de Pura
I am so sorry to hear about the network interference and connectivity issues you experienced with your devices. We understand how frustrating it is when a product designed to enhance your home ends up causing disruption to your high-speed internet, and we would certainly like the opportunity to look into this further to see how we can assist.
While we want to investigate the technical side of this and work toward a resolution, I was unable to locate your specific account information because there are multiple individuals in our system with the same name. If you could please provide your most recent order number, I can identify your account and see what options are available to help you enjoy your scents without the network congestion.
We truly value your feedback as it helps us improve our customer experience and technical support. We look forward to hearing from you so we can try to make this right and get you back to enjoying Sweet Grace.
No contestan,no tienes seguimiento de…
No contestan,no tienes seguimiento de tu pedido,te cobran lo que quieren,no hay nada de información ni manera de contactar con ellos, es todo un fraude,no lo recomiendo a nadie,les he escrito varias veces y me dicen que me ponga en contacto con el servicio técnico,lo hago y me contestan nuevamente lo mismo y me mandan a una pagina de difusores,son una estafa,no les compren,no devuelven el dinero ni envían el pedido,un horror
4 avril 2026
Avis spontané
Réponse de Pura
Hola Cristina,
Gracias por compartir tus comentarios con nosotros. Siento mucho escuchar la frustración que has experimentado con el seguimiento de tu pedido y las respuestas repetitivas de nuestro equipo de soporte. Esta no es la calidad de servicio que nos esforzamos por brindar, y entiendo lo molesto que es sentir que tus inquietudes no están siendo escuchadas o atendidas correctamente.
Quiero asegurarte que tomamos tus comentarios muy en serio y nos gustaría solucionar esto. Por favor, contáctanos directamente en support@pura.com para que podamos investigar tu cuenta, aclarar cualquier duda sobre los cargos y proporcionarte una actualización concreta sobre el estado de tu pedido.
Valoramos mucho tu paciencia mientras trabajamos para resolver esta situación. Gracias por darnos la oportunidad de mejorar tu experiencia.
Do not buy from this so called company…
Do not buy from this so called company THEY ARE SCAMMERS I bought 2 bottles of soured vitamins then the try to charge me £27 again disgusting people. Avoid like the plaige
2 avril 2026
Avis spontané
Réponse de Pura
Hello Phil,
Thank you for sharing your feedback with us. We are very sorry to hear about the frustration you have experienced with your recent purchase and the billing issues you mentioned.
It appears there may be a misunderstanding or a case of mistaken identity, as Pura does not sell vitamins or dietary supplements. We specialize in smart home fragrance diffusers, and we want to ensure your complaint reaches the correct business so you can receive the resolution you deserve.
We recommend double-checking your order confirmation or bank statement to verify the company name. If you do find that this was related to a Pura fragrance purchase, please reach out to our support team so we can look into this further for you. Thank you for your time and for allowing us to clarify.
Trash customer service for how much…
Trash customer service for how much they charge.
20 mars 2026
Avis spontané
Réponse de Pura
Thank you for sharing your feedback with us, BD Dash. We are truly sorry to hear that your experience with our customer service did not meet your expectations, especially given your investment in our products. We aim to provide a high level of support to match the quality of our brand, and it is clear we fell short this time.
To help us make this right, we have submitted a request for more information through this platform. Please provide those details so our team can look into your specific situation and work toward a resolution. We value your business and hope to have the opportunity to improve your recent experience with us.
We appreciate your patience and the time you took to bring this to our attention.
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