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 doe... Zobacz więcej
Reakcja na opinię
Chociaż nie weryfikujemy konkretnych wypowiedzi, ponieważ opinie recenzentów są ich własnymi opiniami, recenzje mogą zostać oznaczone jako „Zweryfikowane”, jeśli uda nam się potwierdzić, że doszło do rzeczywistej interakcji biznesowej. Dowiedz się więcej
Aby chronić integralność platformy, każda recenzja na naszej platformie—zweryfikowana lub nie—jest sprawdzana przez nasze oprogramowanie działające w trybie 24/7. Technologia ta została zaprojektowana w celu identyfikowania i usuwania treści, które naruszają nasze wytyczne, w tym recenzji, które nie opierają się na prawdziwym doświadczeniu. Zdajemy sobie sprawę, że możemy nie wychwycić wszystkiego, dlatego możesz oflagować wszystko, co według Ciebie mogliśmy przeoczyć. Dowiedz się więcej
Zobacz, co mówią recenzenci
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... Zobacz więcej
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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.... Zobacz więcej
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 rea... Zobacz więcej
Reakcja na opinię
Informacje dotyczące firmy
Informacje przekazane przez różne źródła zewnętrzne
🙌 World's first smart fragrance dispenser | Automating the scents of your home with your phone | With an adjustable-color Nightlight
Dane kontaktowe
W 1250 S 815, 84058, Orem, Stany Zjednoczone
- www.trypura.com
1,4
Bardzo słaba
182 recenzji
Odpowiada na 98% z negatywnych recenzji
Zazwyczaj odpowiada w ciągu 48 godzin
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Completely unacceptable delay of over 2…
Completely unacceptable delay of over 2 weeks to ship in-stock fragrances. Uniuni is a joke of shipping company, clearly the lowest bidder for big trending operations like this. Pura should be avoided at all costs until they can rectify their shipping issues.
17 stycznia 2026
Opinia niezależna
Odpowiedź od Pura
Hello Dan,
Thank you for sharing your feedback with us. We sincerely apologize for the delay in getting your fragrances to you and for the frustration this has caused. We understand how disappointing it is to wait over two weeks for an in-stock order, and we take your concerns regarding our shipping partners very seriously as we work to improve our delivery experience.
We want to make this right and ensure you are taken care of. We have sent a request for your information, and if you can please reply to that, we would be more than happy to look into your specific situation and provide a credit to your account. Our team is eager to rectify this and find a way to make things better for you.
We appreciate your patience and your honesty, as it helps us identify where we need to improve. We look forward to hearing from you so we can resolve this as quickly as possible.
i asked to cancel subscription and was…
i asked to cancel subscription and was repeatedly charged. No customer service phone number. And the chat is useless !!!!!
30 stycznia 2026
Opinia niezależna
Odpowiedź od Pura
Hello Kelly,
Thank you for reaching out and sharing your experience with us. We sincerely apologize for the frustration you have faced with your subscription and for the difficulties you encountered when trying to reach our support team.
We want to make sure you are taken care of, and we certainly do not want you to be charged for a subscription that you no longer want. Our phone number is available on our Contact Us page at https://help.pura.com/en/contact-us; once there, simply click on the phone number option to view our contact details.
I have also sent a formal request for your information through this platform. Please feel free to reply to that request directly, and I will be more than happy to look into your account personally to resolve these charges and fix this for you. We appreciate your patience and the opportunity to make this right.
I would give 0 stars if I could
I would give 0 stars if I could. Shame on the influencers out here promoting this junk. My diffuser doesn't work, reached out several times to cancel and they refuse. The scents stink. Horrible customer service.
21 maja 2025
Opinia niezależna
Odpowiedź od Pura
We are incredibly sorry to hear about your experience. It is disappointing to learn that your diffuser isn't working as expected and that you have felt unheard regarding your cancellation request. This is certainly not the standard of service or quality we aim to provide, and we want to get this resolved for you immediately.
To help us locate your account and assist you right away, please send a recent order number to this review. We will review your account history to ensure your subscription and device issues are fully addressed.
Car Diffuser Issues
I have several of the Smart Diffusers, but the one for the car is horrible!! The reason this has received a 1 star review is that it constantly comes on even though I will turn it off due to the strong scent. I continues to search wifi, and comes on radomly, and we can't figure out how to make it stop doing that. I would prefer I start it on my own versus it coming on as soon as I get close to my vehicle with my phone. We didn't realize it was doing that, and the scent has went way down due to it constantly coming on randomly on it's own. We do not have directions for this one like we do for all our other smart diffusers in our house.
13 grudnia 2025
Opinia niezależna
Odpowiedź od Pura
Hi Sandra,
Thank you for sharing your feedback. We are sorry to hear about the frustration caused by your Pura Car Pro activating on its own and the resulting loss of fragrance. It sounds like your device is currently in "Automatic mode," which is the default setting designed to turn on when motion is detected, but we understand you prefer full manual control.
You can easily adjust this behavior within the Pura app. simply navigate to your device settings and toggle "Automatic mode" to the off position. This will prevent the diffuser from turning on automatically when you enter your vehicle, ensuring it only runs when you choose to start it.
If you have any trouble locating this setting or need further assistance, please reach out to our Customer Experience team at support@pura.com. We appreciate your patience and hope this helps you enjoy your fragrance exactly how you want it.
Faulty product and terrible customer service
If you want to buy new diffusers every year, this is the product for you. I bought 2 diffusers at the same time and what do you know? both diffusers died at the same time. Right about at the one year mark, but just inconvenient enough for them to point to a bunch of troubleshooting steps and then only for them to tell me once we were outside of a year that the product is out of warranty and they refuse to replace it. The product is not made well and will quickly siphon money out of your pocket. There are a bunch of companies in this category.. I would highly recommend trying a different one.
2 stycznia 2026
Opinia niezależna
Odpowiedź od Pura
Thank you for sharing your honest feedback with us. We are genuinely sorry to hear that both of your diffusers have stopped working and for the frustration caused by the timing of this issue. We understand how disappointing it is when a product does not meet expectations, especially when it concerns longevity.
It is never our intention to prolong the troubleshooting process to bypass warranty coverage, and we regret that your experience with our support team felt that way. We aim to support our customers fully and want to ensure you feel heard and valued, regardless of the warranty status.
Could you please provide your order number? We would appreciate the opportunity to take a second look at your case, review your history with our team, and see how we can better support you.
Porch Theft
I placed an order online. The delivery company left the package at an unsecure location and it was stolen.
I emailed the delivery company and they replied that’s too bad but too bad.
I called Capital One (my credit card) and they replied that’s too bad but we need a police report.
I emailed Pura and they replied that’s too bad and we will send a replacement right away. THANK YOU PURA FOR THE EXCELLENT SERVICE!
6 stycznia 2026
Opinia niezależna
Odpowiedź od Pura
Thank you so much for taking the time to share your experience. We are incredibly sorry to hear about your stolen package and the frustration you faced with the delivery and credit card companies. We know how stressful that can be, and we never want our customers to be left empty-handed.
We are thrilled that our team was able to step in and get a replacement sent to you immediately. It is our priority to make sure you are taken care of, and we are glad we could help turn a bad situation around. We hope you enjoy your Pura.
Buyer beware
Buyer beware. If you have a customer service issue it will not be handled professionally, kindly or efficiently. If you do have to call prepare to be on hold 15+ minutes and for any customer service related issue to take a half hour of your day without resolution. I spoke to Maria and she was not only NOT helpful just telling me to wait for a mia package that hasn't moved since before Christmas but then also hung up on me when I told her I was not happy with that response. There was no offer to follow up on this issue in the next couple of days. There was not kindness just cold "nothing we can do". "You'll have to wait and see what happens." These are holiday scents that I ordered. Waiting is really not an option as they were supposed to be gifts for the holidays. If this had been handled in a caring manner by their customer service rather than a handwashing of the situation it would have made a difference. Clearly they are happy to take the orders but then buyer beware of what may happen after that.
31 grudnia 2025
Opinia niezależna
Odpowiedź od Pura
Thank you for taking the time to share this feedback. We are truly sorry to hear about the frustration regarding your shipment and the interaction you had with our support team. Hearing that you felt dismissed and that the call ended abruptly is incredibly concerning, as this does not meet our ideal standard of service or the kindness we strive to show every customer.
We definitely want to take a look into this further to see exactly what happened with your package and address the service you received. To help us locate your account and investigate, could you please provide the order number you most recently called about? We appreciate your patience and hope to have the opportunity to turn this experience around for you.
Would give negative stats if possible
Would give negative stats if possible. Have not received 2 orders placed on December 2nd it’s now December 28th. I’ve reached out to them SEVERAL times with no reply and am unable to reach them on their provided customer service number. Totally disreputable and I was a loyal customer for 6 years - not sure what is going on.
28 grudnia 2025
Opinia niezależna
Odpowiedź od Pura
Hi there,
Thank you for taking the time to share this feedback, though I am truly sorry to hear about the significant delay with your December orders. We deeply value your loyalty over the past six years and apologize for the frustration caused by this wait and the difficulty you have had reaching our team. This is certainly not the experience we want for a long-time customer.
We would be more than happy to look into this immediately to see what is holding up your shipment. Could you please provide the order number for your most recent order? Additionally, would you mind sharing which specific channels or phone numbers you tried to use to reach us? We are currently receiving customer questions without issue, so we want to investigate why your messages haven't been getting through to us.
We are committed to resolving this for you as quickly as possible. Thank you for giving us the chance to fix this.
A Subscription Never Subscribed To
I was assisting a senior relative who was unknowingly being charged for a subscription she did not sign up for. The purchases total in excess of $500. Customer service stated that they could not refund the money until the products were returned. However, the items in question were not received. This is extremely frustrating and unfair.
22 grudnia 2025
Opinia niezależna
Odpowiedź od Pura
Hi Lillian, thank you for reaching out. We are truly sorry to hear about this frustrating experience, especially as you are helping your relative navigate this situation. We want to make sure they are taken care of, and we definitely need to investigate where these products were shipped, as we understand you cannot return items that were never received.
If this subscription was started without your relative’s knowledge, it is possible this is a result of fraudulent activity. In cases where charges are made without authorization, we strongly advise contacting the associated financial institution to report the fraud. However, we also want to do our part to assist you. If you can provide the order number, we will be more than happy to look into the account details and delivery history to help you get this sorted out.
Terrible Subscription Fulfillment
I've had the subscription for a few months and have had several issues with my delivery. I now have to host the holidays without relying on the Pura products. I have been waiting on my items since the beginning of the month on my subscription. I've read others having issues and I wished I had done more research before committing to using Pura for my home.
22 grudnia 2025
Opinia niezależna
Odpowiedź od Pura
Hi Jovana, thank you for your feedback. We are truly sorry to hear that you have experienced several issues with your delivery and that you are now hosting for the holidays without your Pura products.
We understand how frustrating it is to be waiting on items since the beginning of the month, and we sincerely apologize that this experience has caused you to regret your commitment to us.
We would value the chance to look into this delay for you. Could you please provide your most recent order number? We want to investigate the status of your subscription shipment immediately and see what we can do to make this right.
Worst customer care support. Because there is none.
I had an order that was supposed to arrive on the 1st. It is now the 21st. I have called, with call back requests, emailed. Nothing. I have had a subscription with them for over a year. You would think they would treat their customers better.
21 grudnia 2025
Opinia niezależna
Odpowiedź od Pura
Hi Jessica,
Thank you for sharing your experience. We are incredibly sorry to hear that your order is significantly delayed and that you have not received any response to your calls or emails. We understand how frustrating it is to be waiting for a delivery that was expected on the 1st, especially when you have been a loyal subscriber for over a year.
This is certainly not the level of support we aim to provide. We would like to look into this immediately to locate your package and investigate why our team missed your previous outreach. Could you please provide your order number so we can get this resolved for you as quickly as possible?
Similar experience to others
Similar experience to others. Pura uses UniUni to ship. It’s been over a week and I still don’t even have an ETA on my order. Customer service is appalling. They don’t even answer phone calls or chats during their “available hours; the emails they send out are all the same. They don’t care that their service sucks. This was supposed to be a gift and god knows when it’ll arrive. I no longer want to give this as a gift bc i don’t want the recipient to have to deal with similar problems when buying new vials. Don’t even bother. 👎🏻
19 grudnia 2025
Opinia niezależna
Odpowiedź od Pura
Hi Madison,
Thank you for sharing your honest feedback. We are truly sorry to hear about your experience with the shipping delays and the difficulty you have had getting in touch with our team during our available hours. We understand how disappointing this is, especially since this order was intended as a gift and you still do not have an ETA after more than a week.
We want to ensure this is resolved for you and that you don't feel hesitant about gifting Pura in the future. Could you please provide your order number? We would like to investigate the status of the shipment with the carrier directly and look into why your calls and chats were missed so we can get this back on track for you.
I ⭐️ Very Disappointing Experience
I signed up for the Pura subscription with high hopes, but my experience has been nothing short of awful. So far, two shipments were marked as delivered but never arrived, and another took almost a month to receive.
When I contacted customer support about the missing deliveries—despite tracking showing they were delivered—I was told to check with my neighbors and the carrier and that it was not their responsibility. That response was extremely frustrating and unacceptable for a subscription service.
Due to these ongoing issues, I requested to cancel my membership. Instead of offering a solution or showing any concern, I was reminded that I had signed a one-year contract and that they would continue charging me regardless of the problems.
I was genuinely excited to try Pura, but the lack of accountability, poor customer service, and rigid policies have left me very disappointed. Awful service, awful company.
15 grudnia 2025
Opinia niezależna
Odpowiedź od Pura
Hi Rebekah, thank you for your honest feedback. We are sincerely sorry to hear that your experience has been so disappointing, from the missing shipments to the support you received when trying to resolve them. It is never our intention to make you feel like your delivery issues are not our responsibility, and we apologize if our previous communication felt dismissive or unaccountable.
We also understand your frustration with the subscription policy, it is difficult to see the value in a commitment when the service hasn't met your expectations. We want to make sure you are heard and that we find a fair path forward.
Could you please provide your order number? We would like to personally review your account history, investigate the missing deliveries, and discuss your subscription status to see how we can make this right for you.
OMG the worst - but support excellent
OMG, the worst experience. I tried to login to return an order. Could not log in. Sent me to my apple account, tricked me into changing my apple PW, finally logged in. Required me to set up an account and then cannot find my orders. How is this possible.
Never never shop with this organization....... Subsequent interaction with customer support was excellent. So I changed from 1 star to 3 star as an average
13 grudnia 2025
Opinia niezależna
Odpowiedź od Pura
Hi Phil,
We are so sorry to hear about the frustration you have experienced with the login process and trying to return your order. We would be more than happy to look into this for you and see what we can do to assist.
If you could please reply to this review with your order number, we can find your account and most recent order to help move this process forward. We want to ensure you are taken care of and hope to hear from you soon.
APPALLING how NON-EXISTENT the customer…
APPALLING how NON-EXISTENT the customer service has been from this company. An order was placed; 8 days later, NO update on tracking info: package looked lost. 14 days later: the same, and in the meantime, emails, phone calls were all attempted, with no results other than long wait times and confusion from Pura agent. BEWARE, and order elsewhere!
13 grudnia 2025
Opinia niezależna
Odpowiedź od Pura
Hi Leslie,
We are so sorry to hear about your experience. We definitely want to make sure that you are taken care of. I attempted to find your previous communication by searching for your name, but unfortunately, I haven't been able to locate a record of your contact under this name.
If you could please share your order number with us, we can look into this immediately and resolve the issue for you as soon as possible. We would love the chance to assist you and do whatever is needed to make this right.
Horrible and shady company with…
Horrible and shady company with multiple black hat tactics used. My wife signed up for their subscription for a free diffuser. After changing her mind and contacting them. They refused to cancel the shipment. Once it came in we immediately returned it however the subscription remained active. They then charged us th subscription and when we canceled it they charged us another $100. We have tried contacting them through their live chat - no one responded. We tried calling them - no one responded. We emailed them - no one responded. This is a scam company that should be sued in a class action
4 grudnia 2025
Opinia niezależna
Odpowiedź od Pura
I am truly sorry to hear about your recent experience with your order and the frustration caused by the return process. We do have very fast processing times to ensure orders ship out as quickly as possible, which unfortunately leaves a very small window for cancellations once an order is placed. Please know that I have shared your feedback with our operations team to see if we can extend that window to better accommodate changes.
I also want to apologize for the issues you have faced with the charges and the difficulty in reaching our support team. We certainly do not want to charge you for a subscription or product you do not want. If you could please provide your order number, I will personally investigate the situation to ensure your return is processed correctly and that you receive a full refund.
Shady Subscription System
Pura seriously needs to fix its subscription system. My valid credit card was removed by their system, my subscription was canceled without warning, and support basically told me “too bad, start a new one.”
This is especially shady because my subscription was tied to a free diffuser promo — and canceling it on their end now puts me at risk of being charged full price. Their response was a generic copy/paste and offered zero real solution.
After looking online, this isn’t an isolated case — a lot of customers are dealing with the same mess. Until Pura can manage subscriptions and billing without randomly deleting payment methods, I’d avoid relying on their service. Great product, terrible customer experience.
**Update December 7th
As requested I'm adding my Order PSI18582880
The device that arrived makes weird noises when pressing either button from the device itself
28 listopada 2025
Opinia niezależna
Odpowiedź od Pura
Thank you for sharing this feedback. We are truly sorry to hear about the frustration caused by the subscription cancellation and the response you initially received. This definitely is not the experience we want for our customers, especially when it involves a promotion tied to your account.
We want to make sure this is resolved correctly and that you are not negatively impacted by this system error. Could you reply to this review with a recent order number? We would like to look into this further for you, investigate why the payment method was removed, and ensure your account is taken care of properly.
We appreciate your patience and the opportunity to turn this around for you.
It’s says it can cover a wide room not…
It’s says it can cover a wide room not true it only covers the entrance foyer of the house. It has been “on” for month now and started smelling burn so I open it and it was leaking glad that I found it earlier before it leak to the wires.
22 listopada 2025
Opinia niezależna
Odpowiedź od Pura
Thank you for reporting your experience regarding the diffuser's performance and, critically, the issue of the burning smell and leaking. We note your feedback that the scent coverage did not meet expectations for a wide room.
We take any report of a burning smell or potential safety concern very seriously. We need to investigate this situation to determine the cause and ensure proper next steps are taken.
Please reply to this message or email us directly at support@pura.com with your email address or order number.
I signed up on the free diffuser and a…
I signed up on the free diffuser promotion and a month later I tried to cancel the subscription because it dries my daughter’s nose and the system said because I was still under the first month promotion I wasn’t able to cancel it. I tried the following month and it failed. They took money and I received a my monthly order of what I couldn’t use. I waited again and I went on to cancel the subscription, the system told me you will be charged full amount which I thought would be like the monthly they were taking and $78 was taken from my account just for cancelling subscription. Worst service ever!
23 listopada 2025
Opinia niezależna
Odpowiedź od Pura
We are very sorry to hear about the serious complications you encountered while trying to cancel your subscription, especially after learning the diffuser was causing discomfort for your daughter. We understand how frustrating it is to be charged unexpectedly and receive product you cannot use.
We want to immediately look into these charges and the difficulty you faced with our cancellation process, as being charged $78 just for canceling is highly unusual and concerning.
Please reply to this message or email us directly at support@pura.com with your email address or order number so we can investigate your subscription status, clarify any fees, and work toward a resolution. We appreciate your patience and the opportunity to make this right.
Unable to cancel subscription.
Went to cancel subscription, worked through prompts, and was greeted with "We're sorry to see you go!" but the confirm button was greyed out for canceling.
Had to follow up with support twice to finally get a response and clearly they processed it on there end, during our chat, and told me "Oh, looks like you already canceled it!" When seconds before, I was looking at my account and it was still there.
Extremely shady, don't like to do business with companies that us conveniently placed "bugs" to deter cancelations.
11 listopada 2025
Opinia niezależna
Odpowiedź od Pura
Thank you for letting us know about the trouble you had canceling your subscription. We apologize for the technical issue with the cancellation button, we have taken your experience to our engineering team to ensure all processes are working correctly.
We want to make sure your account status is clear. If you would like to confirm your subscription has been fully canceled, please reply here with a recent order number or contact us at support@pura.com. We're happy to verify the cancellation for you.
We appreciate this feedback as it helps us fix these technical and communication issues.
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