Pura レビュー 179

Pura からの回答

2026年1月12日

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.

Pura からの回答

2026年1月7日

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.

Pura からの回答

2026年1月20日

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.

Pura からの回答

2026年1月1日

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.

Pura からの回答

2025年12月29日

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.

Pura からの回答

2025年12月29日

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.

Pura からの回答

2025年12月29日

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.

Pura からの回答

2025年12月29日

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?

Pura からの回答

2025年12月29日

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.

Pura からの回答

2025年12月29日

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.

Pura からの回答

2025年12月15日

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.

Pura からの回答

2025年12月15日

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.

Pura からの回答

2025年12月8日

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.

Pura からの回答

2025年12月3日

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.

Pura からの回答

2025年11月26日

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.

Pura からの回答

2025年11月26日

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.

Pura からの回答

2025年11月18日

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.

Pura からの回答

2025年11月5日

We are so sorry to hear about your experience with your first Pura order and our customer service team. It's truly disappointing that what should have been an exciting introduction to Pura became a frustrating experience, especially after being recommended to us by friends.

We understand your frustration with receiving the incorrect Pura 4 instead of the Pura Plus you intended to order for your large living space. We know mistakes happen, and while our systems process orders quickly, resulting in a small window for changes, we absolutely want to make sure you get the right product and have a great first experience.

If you're willing to give us another chance, please reply here with your most recent order number. We would be happy to look into this immediately, correct the error, and do what we can to earn your business back.

Pura からの回答

2025年10月31日

Thank you for bringing this frustrating experience to our attention. We sincerely apologize for the missing delivery of your vials and the lack of helpful support you received from our team. That is unacceptable and not the level of service Pura strives to provide. We are happy to immediately look into this missing order and the issues with your offline units. We want to make this right by getting a replacement order sent out to you as soon as possible. Please email us directly and mention this review so we can quickly gather the necessary details to resolve both the delivery issue and the performance problems with your units. We truly appreciate your patience and look forward to helping you.

Pura からの回答

2025年10月29日

Thank you for sharing your experience. We are truly sorry that your Pura journey has been met with such frustration, especially concerning the scent potency, unfulfilled order, and the communication from our team. We understand how disappointing this has been, and we sincerely apologize for the multiple issues you've encountered.

We want to make this right immediately. We would be happy to look up your order, explore options to swap out the out-of-stock fragrances, and create a new order for you right away. Additionally, we are looking into the feedback you provided regarding scent longevity and will share it with our product team to better understand diffusing behavior.

Please provide your most recent order number or the email address associated with your subscription. We'll look into your situation and reach out to you directly to ensure we resolve this and get you back to enjoying a great scent experience. We appreciate your patience and your honest feedback.