Pura レビュー 179

Pura からの回答

2025年10月20日

Thank you for sharing your feedback. We are truly sorry to hear you've had such a frustrating and disappointing experience with both your Pura Plus and Pura Car devices, as well as our service. This is certainly not the quality or reliability we strive for.

We would love the opportunity to look into these issues: the device errors, app bugs, and inconsistent scent quality, to see how we can make this right. Your feedback is valuable, and it helps us address areas that need immediate improvement.

If you would be willing to provide the email address associated with your account or your most recent order number, we'll have a member of our team reach out to you directly to investigate your specific situation and work towards a resolution.

Pura からの回答

2025年10月15日

Thank you for bringing this to our attention. We apologize for the frustration you've experienced with our subscription and the charge you received. We want to be as transparent as possible with our promotional offers and subscriptions.

The terms and conditions for all promotions, including the "free" diffuser offer, are available and must be agreed to at the time of checkout. This is where the details regarding the charge for the device upon early cancellation are outlined.

We understand your frustration, and we'd be happy to look into this for you. If your cancellation was within the first 30 days of your purchase, we can offer a refund for the device upon its return. To help us find your account and assist you further, please provide the email address or order number associated with your subscription.

Pura からの回答

2025年10月13日

Es lamentable escuchar que te sientes así. Queremos asegurarte que nuestro objetivo es ser transparentes con todos nuestros clientes.

Los términos y condiciones de nuestras promociones se presentan de forma clara y accesible al momento de la compra. Entendemos que a veces pueden ser confusos, pero son necesarios para que podamos ofrecer productos de alta calidad a precios tan accesibles.

Si tuviste un problema con tu suscripción o con el cargo, por favor, danos tu número de pedido. Con gusto lo revisaremos y te ayudaremos a resolver cualquier inconveniente.

Pura からの回答

2025年10月3日

Thank you for bringing this to our attention. We sincerely apologize for the confusion and frustration you experienced with the subscription and cancellation process. This is definitely not the experience we want for our customers. We understand your concern about the lack of transparency regarding the cancellation fee and the scents not being to your liking.

We'd like to investigate this issue further and help find a resolution. Please provide us with the email address associated with your account so we can look into your subscription details and see what we can do to make this right.

Pura からの回答

2025年10月2日

Thank you for bringing this to our attention. We are so sorry to hear about your frustrating experience. This is definitely not the standard we hold for ourselves, and we sincerely apologize for the issues you've faced with your delivery and customer service.

We would love to look into this for you and see how we can make this right. We also appreciate you sharing this feedback about the carrier, as we actively use this information to improve our services.

If you are comfortable, please provide your most recent order number so we can investigate the situation and work toward a solution.

Pura からの回答

2025年10月2日 に更新

Thank you for bringing this to our attention. We sincerely apologize that this was your experience, as it's certainly not the one we want our customers to have.

We do our best to be as transparent as possible with all of our promotions, and we would love to look into this further to understand where the disconnect may have happened. Sometimes a promotional item may become unavailable if it's sold out, which can cause the promotion to not apply at checkout.

If you are willing to share your most recent order number, we would be happy to investigate the situation for you.

Update:
Thank you for providing this additional context. We understand your frustration, and we apologize for any confusion caused by our previous response.

The reason we asked for an order number was to find your prior communication with customer support. We wanted to look into the situation without asking for any personal information on this public review. We appreciate you providing more details on what you've already done to address this, and we definitely understand how frustrating it is when a promotion you see on Google doesn't apply at checkout. We're actively working to ensure our advertised promotions are always up to date.

We'd still love to look into this for you, and if you do have an order number that you are willing to share, we can look into this situation further.

2nd Update:
I was able to find the ticket and we will be in contact with you shortly.

Pura からの回答

2025年10月1日

I am so sorry to hear about your frustrating experience. What you've described is not at all what we want for our customers, and we take your concerns about unauthorized charges and unreceived products very seriously.

We always aim to be transparent with our promotional offers and subscriptions, and the terms and conditions are provided at checkout for all customers to review before completing a purchase.

We would be happy to investigate your account to see what happened with your recent orders and any subscription. Please provide us with your most recent order number associated with your account, and we will get this sorted out for you as soon as possible.

Pura からの回答

2025年9月26日

Hi Sharon, thank you for sharing your feedback. We’re truly sorry to hear about your frustration with your recent experience. We’d love the opportunity to take a closer look into your account and get this resolved. Could you please provide us with your most recent order number? That will help us quickly review the charges and assist you with the return and refund process.

We want to make sure this is taken care of for you as soon as possible.

Pura からの回答

2025年9月25日

Thank you for sharing your experience with us. We’re truly sorry to hear that the system didn’t meet your expectations. We’d love the opportunity to earn back your business and provide you with a better scent experience. Please don’t hesitate to reach out to our support team, and we’ll be more than happy to explore what we can do to make things right.

Pura からの回答

2025年9月23日

Hi Timothy,
We’re sorry if there was any confusion regarding our promotion. We do our best to clearly display the terms and conditions during the checkout process so that customers understand the agreement they’re entering into. If for any reason this was unclear in your experience, we truly appreciate the feedback and will review our process to ensure it’s as transparent as possible.

Our goal is always to make sure customers feel fully informed before a promotion is finalized, and we’re happy to take a closer look at your situation directly if you’d like to provide your order details.

— Pura Customer Care

Pura からの回答

2025年9月19日

Hi Jena,

Thank you for sharing your feedback with us. We’re sorry to hear about your frustration, and we completely understand how this situation may have felt unclear or upsetting.

We do try to be as transparent as possible about the terms of our Free Device promotion, including throughout the checkout process. The promotion provides the device for free as long as the subscription is maintained for 12 months. If you choose to cancel early, you are charged for the cost of the device. Alternatively, if you prefer not to keep the device, you may return it, and we will issue a full refund.

We’d love the chance to look into your specific order and help get this resolved for you. If you could share your order number, we can review your account and see what next steps are available.

Thank you again for your feedback — it helps us improve the customer experience.

Pura からの回答

2025年9月17日

Hi there,

Thank you for sharing your feedback. We’re sorry to hear about your frustration and we’d like to look into this further for you. Could you please provide your most recent order number so we can review the details of your account and charges?

We also want to clarify that our free device promotion does require an active subscription for 12 months in order for the device to remain free. If the subscription is canceled before the 12-month commitment is fulfilled, the cost of the device is charged, as stated in the terms and conditions at checkout.

Once we have your order number, we’ll be happy to review your situation and see what we can do to help.

– Pura Customer Care

Pura からの回答

2025年9月17日 に更新

Hi Maria,

Thank you for reaching out. This definitely appears to be a carrier issue. I would suggest reaching out to the carrier to follow up and get additional details on the delivery.

In the meantime, given the amount of time that has passed, I’ve gone ahead and placed a request to have your order replaced. You’ll receive a confirmation email once the replacement is on its way.

Please let us know if you have any additional questions or concerns — we’ll be happy to help.

– Pura Customer Care

Pura からの回答

2025年9月16日

Hi Leilani,

We are very sorry to hear about your recent experience with us and truly appreciate you taking the time to share this feedback. We completely understand how frustrating this situation must have been for you.

We do our best to provide detailed delivery instructions to the carrier, but ultimately it is up to the carrier to follow those instructions. We have shared this feedback with them to help improve the delivery experience moving forward.

We also reviewed your communication history with us and were unable to locate any records of calls or emails on file. Our records do show that you were connected with an agent during each chat interaction you initiated. If you could kindly confirm the email address or phone number you used when trying to reach us, we’d be happy to investigate this further.

Regarding the charge you received, it is tied to the promotion you used, which provides a free device as long as you remain subscribed for 12 months. If the subscription is canceled prior to completing the 12-month commitment, the full price of the device is charged. These details are outlined in the terms and conditions of the promotion during checkout.

We appreciate your feedback and will use it to improve both our delivery experience and communication with customers.

– Pura Customer Care

Pura からの回答

2025年9月15日

Hi Shailesh,

Thank you for bringing this to our attention, and I’m truly sorry to hear about your experience. This is definitely not the kind of service we want for our customers. If you could please provide your order number or the email address used to place the order, we’d be happy to look into this right away and make it right for you.

You can reply here or reach out to us directly at support@pura.com so we can resolve this as quickly as possible.

Pura からの回答

2025年9月5日

Hi Lolita, I am so sorry for the stress this caused. We want to make this right as fast as possible. If you can share the order number that was charged, we’ll be able to look into this right away and get back to you as soon as possible. If any charge was not authorized, we’ll make sure it is refunded and your account secured.

Pura からの回答

2025年9月5日

Hi there. I am sorry for the delay getting through to us. We want to help make this right. If you can respond with your order number, we’ll review your case and get back to you as soon as possible.

Pura からの回答

2025年8月19日

Hi Brenda, thank you for sharing your experience. We definitely want to make sure you’re getting the absolute best from Pura, and I’m sorry to hear this hasn’t been the case. The scents should be lasting and enjoyable, so we’d love the chance to take a closer look at your orders and see if this is tied to a specific fragrance or something else we can help resolve. Please reach out to our support team directly with your order details, and we’ll be more than happy to investigate further and get this sorted so you can fully enjoy your scent experience.

Pura からの回答

2025年8月6日

We're so sorry to hear about your experience. This is not the type of service we want to provide. We’d really appreciate the chance to take a closer look and make things right. If you're open to it, please share your order number here or reach out directly to our support team. We’re more than happy to investigate further and help find a resolution.