Pura レビュー 

PURA has completely transformed the way my home smells — and feels! The air freshener kit is simply amazing. The scents are luxurious, long-lasting, and perfectly balanced, never overwhelming. Every time I walk through the door, it feels like stepping into a high-end spa or boutique hotel.

What really sets PURA apart is the app. It’s intuitive, sleek, and makes controlling everything a breeze. I can schedule fragrances, adjust intensity, and even switch between scents—all right from my phone. It gives me complete control and personalization, which makes the experience even more enjoyable.

The device itself is beautifully designed—sleek, modern, and subtle—so it fits seamlessly into any space. Friends and family constantly comment on how incredible my house smells, and I love being able to change the vibe of a room instantly.

If you’re considering it, don’t hesitate. PURA has created the ultimate home fragrance system—stylish, smart, and absolutely worth it.

Pura absolutely sucks. They make it seem like it’s a free subscription then charge you when you cancel it. Why I thought was free ended up being an $80 charge. And customer service does not exist at this company. DO NOT BUY ANYTHING FROM HERE. f ing terrible company.

I'm starting to wonder about this company. I started a subscription a couple months ago and everything has been fine until this last order. Charged my card Sep 3 and its now Sep 15 with USPS still not showing in their system. No response from customer service. And I am supposed to buy 2 scents per month for a year? I understood it as 6 months worth of scent and my obligation would be complete. I'm at the point I'd like to be able to back out of this "deal" especially after reading the reviews here.
Order #17205852
If I dont get this resolved, I'm going to contact my credit card company and dispute any and all charges.

Extremely Poor Experience with Pura

I want to share my extremely disappointing experience with Pura.

First of all, the courier service used for delivery has proven to be highly incompetent. They failed to read the delivery instructions, which caused my diffuser to be delivered incorrectly, and I never received it.

It took a great deal of effort just to reach customer service.

I tried emailing—no response.

I tried calling—long hold times ending with an automated message promising a call back that never came.

I even tried the chat feature—only to be left stuck in the queue.

Eventually, Pura sent me a second diffuser, but once again the delivery service failed to follow instructions. I finally received the diffuser today, 09/15/25, even though I originally purchased it on 08/16/25.

To make matters worse, on 09/12/25 I attempted to cancel my subscription because I had not even received the diffuser and did not want to be billed for a refill scent ($21.00). Instead of honoring this, I was immediately charged $106.00 as a cancellation fee. I was told the only way to receive a refund was to reinstate the subscription—completely unreasonable.

Overall, this entire process has been frustrating, time-consuming, and unacceptable. Between the poor delivery service, unresponsive customer support, and unfair billing practices, I cannot recommend Pura. Honestly, you may want to consider alternatives like Scentsy—their oils are cheaper, and the customer experience is far less stressful.

Do not waste your money on this company. They charged my card with a huge amount without even informing me, and I never received a single product. On top of that, their so-called customer helpline is a joke—no one answers, ever. This is nothing but a scam, and I regret buying from Pura.

I was just charged over a hundred dollars for products that I didn't purchase and put me in debt like what the f pura.

I’m go I’m them 1 star. 1 week and you can’t get ahold of customer service. 261 employees my butt!!! Horrible service that alone is enough to say good bye

I fell in love with the scents on my first order of Pura, so much so that I bought another diffuser. After 2 months, the same scents literally went away, right out of the box, and even on strong…nothing!!
I’m not into conspiracy theories, but my daughter bought several for her 5,000 sq ft home and had the exact same experience. My average cost for these refills was about $100, my daughters bill was much more! i was purchasing the vials every couple weeks, until i just couldn’t let myself be taken anymore. I think this is a scam!

Did not read the scent amounts correct. Completely did not recognize 2 of the $15 bottles! Only refunds i still pay almost $20 & end up with nothing! Its garbage & the management will not refund a thing! Im disgusted!
Order PSI16626957..... i just sent it back today so i dont get charged $60+30 for 2 smellys. ....gaurenteed nothing gets done.

I rec’d an email from Pura saying that the magnets in their Pura 4 covers could possibly fall out and that they would provide me replacement covers for my Puras. So, I emailed them back and said that I needed three replacement covers for the three that I had purchased. I also sent them pics of my orders even though they did not ask for them. I then rec’d a response that I needed to take individual pics of the Puras and send to them. I feel like it should be their responsibility to send them since they evidently know who has purchased them and since they are the ones to send out an email saying basically that their product is a hazard esp to small children. This is just one instance of how hard it is to deal with their company. I opened my account with them to find out that they had deleted the points that I had earned without any notice them. I rec’d no notice that this would happen. They say that it’s impossible to reinstate them. Yeah right! Also, my daughter has ordered fragrances from them that arrived and had leaked. They would not refund her. Better off not to do business with them and order from other places that sell the product. They are impossible to deal with

I, unfortunately, have to agree with all of these negative comments. I like the concept and scents and had one in my living room, bedroom and car. I have had issues with every device though. And most recently my car Pura was not dispensing any fragrance, so I reached out to customer support and got the runaround on a bunch of requests, which I did, to then be told there’s nothing they can do. They don’t stand behind their product and seemingly do not value their customers.

For one my smells weren't me. Customer service SUCKS. I got hung up on. I was very polite. Numerous emails. Calls nothing. I literally just canceled few hours ago and bam huge bank charges. How am I supposed to return the diffuser in few hours? Then another unknown charges. Trying to fix quite awhile. Bank time for dispute. The rudeness of customer care besides wait is just disgusting. I'm very polite on purpose because I know for a fact nothing there fault but just to hang up after almost hour waiting talk. Don't get this if possible not a fit for you. They try to bleed you dry of cash within minutes of canceled not allowing anytime to return. I'm low income homebound disabled. Wasn't the time take my money. Sooo upset

I ordered 3 of their plug in units for my home along with several fragrances. After 3-4 months, they began to quit working. After trouble shooting, I reached out to the customer service team requesting help and possible replacements. I was given the run around and was told that it was due to poor Wi-Fi on my end. They then told me that management would be the only ones who could possibly replace my units. They told me that they would be reaching out to me as they were unavailable during business hours. It has been over 2 months and still no response. I have reached out several times and no response from management. DO NOT USE THESE DEVICES!! There are others with better customer service and more reliable usage.

I have changed my review from 3 stars to one. Since my original review:
My experience is actually getting worse instead of better.
I don’t think the people working on the app use it.
The “remaining” amount has been changed to a percentage instead of showing hourly. I have a scent that I have used for at least 10 hours, yet it says 100% left and doesn’t change.
My queue has been completely wiped out now.
Nada. Nothing. Blank.
Pura has no respect for customers preferences or time.
What a shame. This was an amazing idea. The execution on it is atrocious.
Definitely not acceptable for a brand that has a luxury price.
This was my original review:
I love the concept behind Pura scents and have been a loyal customer for years. In our household, we currently have two Pura Car Pros, four Pura Plus units, six Pura 4s, and one Pura 3—so it’s safe to say I’m invested in the brand. That said, I’m growing increasingly frustrated with the ongoing issues that never seem to get resolved.

Despite the reliance on tech and app integration, the platform is riddled with problems. I’ve had to call customer service numerous times to fix recurring issues—only for them to happen again a few months later. A product so dependent on technology should have top-tier reliability, but that simply isn’t the case with Pura.

One particularly frustrating issue is the poor quality of the scent pod stickers. They often fall off, which causes the device to think no scent is inserted. I’ve had to glue them on myself—unacceptable for a fragrance system at this price point.

Pura also consistently combines my shipments—even when the orders are placed weeks apart. I’ve called multiple times to have them separated again, only for the issue to repeat a few months later. If I wanted a $70 fragrance bill all at once, I would have set it up that way. I space my deliveries intentionally, and the constant need to fix this is exhausting.

Most recently, Pura removed several of my favorite scents from my queue, simply because they’re not considered “in season.” I carefully curate my list based on fragrance notes I enjoy—and avoid scents with notes that I don’t like so losing access to these scents is incredibly frustrating. I’ve spent a lot of time managing my queue, and to have it altered without my consent is infuriating.

The app itself is also a major pain point. Navigating it is clunky—you have to toggle between multiple screens just to like a scent, view notes, read reviews, or add it to your queue. For a company that relies so heavily on its digital experience, the user interface is shockingly bad.

I’ve spent a lot of money with Pura, including gifting their products to friends and family over the past two years. Unfortunately, that ends now. Between the faulty app, recurring order issues, and lack of respect for customer preferences, I’m done. Pura feels more like a dollar-store experience with luxury pricing. If things don’t improve, I’ll be looking for an alternative—and I hope one comes along soon.
**
Update after Pura response:
Thank you for your response.
Before I posted this on Trustpilot I sent it via email through the Pura app with my name and order information. I never heard back. I’ve called customer service many times. My issues are resolved after a couple hours on the phone and then a couple months later it goes right back so I did not call again. I feel it is just a waste of my time. I’m not comfortable with putting an order number on a public site.
Like I said, the idea of the product is great. The execution is severely lacking and seems to be getting worse over the years instead of getting better.

Ordered a SET and what a set should include is 2 scents not just one and a new Pura diffuser. Called customer service and they did not care that I was a 1st time customer. And said you have have ordered 2 , it said it came with 2 !!! Do not like this company already !! Very disappointed!

I absolutely love Pura! I have one in my car and two in my home. The.Scents that I ordered have always been amazing. I trust that it’s safer than any other type of diffuser. The prices are a little bit high, but for my safety and for my family safety, it’s worth it.

ZERO STARS Previously up to this most recent transaction I’ve never had an issue with Pura. Had a subscription and received my scents in a timely fashion via USPS. This time I ordered two Pura Home + devices and experienced very little communication with shoddy tracking and poor customer service. I requested an address change because 1. The items still hadn’t been shipped something like 10 days after ordering and 2. I was moving in a week. Item was then miraculously moving after I reached out and was then delivered OUTSIDE on the ground of an apartment building that has a concierge. I went to try to get the package and of course they don’t have anything that was left/scanned in for me. Would not recommend purchasing from this company. Poor customer service via email, I’ve requested an escalation to a supervisor which was ignored. I tried to even call but got a recording about to google number not being in service or something like that.

DO NOT BUY!!!! terrible customer service, they were supposed to refund me and they didn’t ever do it, they were supposed to update my address but kept sending it to the wrong address and charging me! Customer service is terrible!!!

The product is mediocre at best. The app interface is slow and buggy. The smells don’t last very long and are expensive. I got one as a birthday present a year ago or so. I used it until the scents ran out. I recently moved and was going to try using it again and ordered some new scents to try. I also ordered one as a birthday present for my sister because she likes scents and said something about wanting to try one. The customer service is horrendous. It never shipped and when I contacted customer support they just told me they had to email their supervisor and had no way to call them and I had to wait 24-48 business hours for an email (not a call) from them to resolve the problem. Well, that doesn’t solve my problem and birthday is past now. Why even have a call support if they are just going to give you basic info I can look up in my account on my own and then escalate any problem up and you have to wait days for resolution? When I call a company, it’s because I have an urgent issues that needs to be resolved. It’s 2025. I don’t need to call someone for basic info. I’m not 80. I can’t stand when companies have useless call support. When I say I need to talk to someone and get it resolved, and I’m ignored and not taken serious by them and given hollow apologies. They said they put urgent on the email and said I need to be spoken to today. But no one ever reached out to me. Shows me you don’t care about customers and all you had to do was do your job. It was easy to gain me back as a customer. Just send my product I purchased. They can’t even do that. What I’m asking isn’t unreasonable I ordered it over a week ago and it hasn’t even been packaged to be shipped. What a joke. When I ask to speak to someone that can resolve the issues by I don’t know maybe overnighting a new order or just finding my original order, they act like that’s moving mountains. Well now they have to move mountains if they want to keep me as a customer. And they probably don’t care and make me out to be the villain. Yet all I wanted was the product I paid for in a reasonable time. Absolute terrible company.

Edit to respond to Pura: I’m not putting my email here on a public domain for all to see. I can’t believe you respond to this review over actually responding to me yesterday still have yet to hear anything from you. I will provide my order number redacted

Edit 2: well they reached out to me and basically said there was a “system error that prevented the order from processing.” Sure likely and that they would do graciously “manually push the order through” for me if I’d like. That doesn’t really fix any of my issues. The order won’t get there in time for the birthday, and it doesn’t really alleviate any problems for me as customer. I responded and they have yet to respond to me. Stellar customer service. If anyone is reading this, avoid Pura at all costs. They won’t ship your stuff but they will surely charge you for it. And then when you have a problem they won’t really work very hard to resolve it. They get a bare minimum trophy and lost a customer for life.

Edit 3: They finally got back to me and the order was shipped on time, they just didn’t attach the tracking number to the order for some reason. My sister ended up getting it on time for her birthday. I can’t believe it took several people and back and forth emails to figure this out. I have no clue why the person I spoke to on the phone couldn’t find this info. Ultimately, I am satisfied everything worked out, but very unhappy with how the customer service was. I decided to give them another shot and I probably just had bad luck with this but the whole thing could have been avoided if they had added the tracking number to begin with and the people I spoke to on the phone were actually useful. I’ve upgraded my rating to a 3.

App is useless. It just freezes or won’t open the things I click on. Had a mess of trouble creating an account and doing set up. Contacted the company to see why I was having SO MANY issues. They never replied. Garbage app and service. Won’t recommend or buy.