Pura レビュー 

Pura からの回答

2025年5月21日

Hi there,

We’re really sorry to hear about your experience — that’s definitely not the level of service we aim to provide. We completely understand your frustration and want to make this right.

If you’re open to it, please share your email address here so we can locate your order and take a closer look at what happened. We’d be more than happy to follow up and ensure this is addressed properly. Our goal is to make sure you feel supported and taken care of.

Thank you again for your feedback — we truly appreciate the chance to improve.

Pura からの回答

2025年5月15日

Hi Diana,

First and foremost, I want to sincerely apologize for the experience you've had—by all means, this is not the type of interaction or service we ever want any of our customers to go through. I truly understand how frustrating it must be to lose functionality in something you've come to rely on and enjoy.

I’ve gone ahead and escalated your case to one of our leadership team members, who will be reaching out to you directly. We want to work with you one-on-one to get you back up and running as soon as possible and ensure that your concerns are fully addressed.

Again, I’m so sorry for the trouble this has caused you, and I appreciate you bringing it to our attention. We’ll make this right.

Warmly,
Pura Customer Care Team

Pura からの回答

2025年5月5日

Hi Carson,

I’m really sorry to hear about your recent experience and completely understand your frustration. Our fulfillment process moves quickly, and while we do our best to accommodate cancellations, I understand how the delay in our response impacted your request.

We never want you to feel unsupported, and I appreciate you taking the time to share your feedback—it truly helps us improve.

If you’re open to it, I’d love the opportunity to look into this further and see how we can make things right. Just reply with the email address associated with your order, and I’ll personally follow up with you as soon as possible.

Thank you again for your patience and honesty.

– The Pura Team

Pura からの回答

2025年4月28日

Hi Brittany,

Thank you for sharing your experience with us. I'm truly sorry to hear about the trouble you've had with your car diffuser and for any frustration this has caused. I would be happy to look into this further for you.

At your earliest convenience, could you please provide the email address associated with your ticket? This will help me review your case and see how we can best assist you.

Thank you again for bringing this to our attention — I look forward to helping you!

Pura からの回答

2025年4月3日

Hi Alex,

Thank you for reaching out. It looks like your issue was resolved on the ticket, but I wanted to personally follow up after reviewing the experience you had. I sincerely apologize for the frustrating back and forth you encountered — that’s not the kind of service we aim to provide.

We're actively working on streamlining our communication processes to ensure a more consistent and helpful experience moving forward. I completely understand your frustration and truly regret that your first experience with us was anything less than exceptional.

We appreciate your feedback and genuinely hope we’ll have the chance to earn back your trust in the future.

Pura からの回答

2025年2月26日

Hi Michelle,

I'm so sorry to hear about your experience—that's definitely not the experience we want you to have. We appreciate your feedback and would love the opportunity to make things right.

We’d be happy to work on getting you some replacements and hopefully improve your scenting experience. If you could provide us with your most recent order number or the email associated with your account, we’ll be able to dig into this further and find the best solution for you.

Looking forward to your response so we can assist you!

Pura からの回答

2025年2月24日

Hi Dawn,

I'm really sorry to hear about your experience, and I completely understand how frustrating this situation must be. This is not the level of service we aim to provide, and I’d like to look into this further to see what can be done to make things right.

Could you please provide your order number? I’ll review the details and see what options are available to get this resolved as quickly as possible. Whether that means tracking down the package, exploring reshipment options, or processing a refund, I want to make sure we take the best next steps for you.

I truly appreciate your patience, and I’ll be on the lookout for your response so I can assist you further.

Pura からの回答

2025年2月19日

I’m so sorry for the frustration this has caused—I can completely understand how upsetting it must be to keep getting charged when you’ve already tried to cancel. That’s definitely not the experience we want for you.

We’d love to look into this right away and ensure everything is taken care of. Please reach out to our support team at support@pura.com, and we’ll make sure your subscription is fully canceled and any concerns are addressed.

Thank you for bringing this to our attention—we appreciate your patience, and we’re here to help!

Pura からの回答

2025年2月19日

Thank you for reaching out and for being a loyal Pura customer. We truly appreciate your support over the years, and I’m so sorry to hear about your recent experience. That’s definitely not the kind of quality we want for you, and I completely understand how frustrating this must be—especially when you’ve invested so much in our products.

We want to take a closer look into this and see what we can do to make things right. If you could reach out to our support team at support@pura.com, we’d love the opportunity to help. Please include any details about your devices and fragrances, and we’ll work on finding a resolution for you.

Again, we sincerely appreciate you sharing this with us. Your experience matters, and we want to ensure you’re getting the best from Pura. Looking forward to hearing from you!

Pura からの回答

2025年2月12日

Hi N Miller,

We’re sorry to hear that your experience hasn’t met expectations, and we’d love the opportunity to help make it right. Our team is happy to assist with tips on maximizing scent performance or exploring other options that might better suit your needs.

Please reach out to us at support@pura.com, and we’ll do our best to improve your experience. We truly appreciate your feedback and the chance to make things better for you!

Pura からの回答

2025年1月21日

Hello Sharon,

Thank you for sharing your experience and for being a loyal Pura customer. We’re glad to hear you’ve enjoyed using your devices and scents, but we’re truly sorry for the repeated delivery delays you’ve experienced with your subscription orders.

We understand how frustrating it can be to wait weeks for your orders, especially when timely delivery is such an important part of the subscription experience. While carrier delays can sometimes be outside of our control, we take full responsibility for ensuring that our customers receive their orders promptly. Your feedback about our delivery service is invaluable, and we’re actively evaluating our shipping partners to address these ongoing concerns and improve delivery times.

We also regret that the delays impacted your overall experience to the point where you felt the need to cancel your subscription. While we understand your decision, we’re deeply disappointed that we didn’t meet your expectations. Please know that your feedback has been heard and will help drive the changes necessary to better serve our customers moving forward.

If there’s anything we can do to assist with your remaining orders or if you’d like to share additional concerns, please feel free to reach out to us at support@pura.com. Thank you again for your honest feedback, and we hope we can earn back your trust in the future.

Pura からの回答

2024年12月30日

Hello Adriana,

Thank you for taking the time to share your experience. We’re sorry to hear that your Pura device didn’t meet your expectations, especially when WiFi control was such an important feature for your needs.

Connectivity issues can be frustrating, and we’d love to help troubleshoot to ensure your device stays connected to your network. Additionally, we understand your concerns about the fragrance duration. Our fragrances are designed to provide a consistent scent while the diffuser is running, and usage can vary depending on the intensity settings and runtime selected in the app.

We truly appreciate your feedback, as it helps us identify areas where we can improve both our product and user experience. If you’d like assistance troubleshooting the connectivity issue or optimizing your fragrance settings, please don’t hesitate to reach out to our team at support@pura.com. We’re here to help!

Thank you again for sharing your thoughts.

Pura からの回答

2024年12月30日

Hello Jacqueline,

Thank you for sharing your feedback. We are truly sorry for the frustration you’ve experienced with your recent order and any confusion along the way.

Upon reviewing your concern, we found that the order was placed under a different email address than the one initially provided, which caused confusion when trying to locate it. Once we identified this, we promptly provided you with the correct email address, your order number, and the tracking information. The tracking shows the order was successfully delivered on December 13, 2024, to the address entered at checkout.

We understand how frustrating this situation must have been, and we apologize if this process felt unclear. Your feedback is important to us, as it helps us improve our communication and processes to ensure a smoother experience for our customers in the future.

If there’s anything else we can assist you with or if you’d like us to update your account details to avoid similar issues moving forward, please don’t hesitate to reach out to us at support@pura.com.

Thank you again for bringing this to our attention.

Pura からの回答

2024年12月17日

Hello Micha,

Thank you for sharing your feedback, and I’m truly sorry to hear about your frustrations with your recent experience.

We understand how important it is to receive your orders promptly, and we apologize for the delay. Due to the increased demand during Black Friday and shipping delays from carriers, some orders took longer than usual to leave our warehouse. We’re actively working with our fulfillment team and shipping partners to minimize delays and ensure orders arrive as quickly as possible.

We also regret that some of your favorite scents have been unavailable. High demand during this time can lead to temporary shortages, but we’re doing our best to restock popular fragrances as quickly as possible.

We appreciate your feedback, as it helps us improve, and we’re committed to providing a better experience moving forward. If you need further assistance, please don’t hesitate to reach out to us at support@pura.com.

Thank you for giving us the opportunity to address your concerns.

Pura からの回答

2024年12月17日

Hello Monique,

Thank you for taking the time to share your experience. We’re truly sorry to hear about the frustration you faced with your Pura Car Diffuser and the challenges in resolving the issue.

When customers reach out with concerns, we follow troubleshooting steps to better understand the problem and find the most appropriate solution. In your case, we regret that there was a lack of communication regarding the complimentary fragrance being sent, as it was intended to provide a resolution while we worked through the issue with you.

Additionally, we did offer to process a full refund and provided a prepaid return label so you could ship the product back to us for a refund. Unfortunately, we did not receive the return or hear back from you following that offer.

We are truly sorry if this process felt confusing or if we did not meet your expectations during this time. Your feedback is valuable, and we are always looking for ways to improve our communication and customer experience.

If there’s anything further we can do to assist, please don’t hesitate to reach out to our team at support@pura.com.

Thank you again for sharing your feedback with us.

Pura からの回答

2024年12月17日

Hello Sandra,

Thank you for sharing your feedback. We’re truly sorry to hear about your experience with your Pura device and the challenges you faced with our customer support.

Upon reviewing your interactions with us, it appears that your attempts to connect via our chat feature were outside of our business hours. While we did follow up via email, we unfortunately did not receive a response to assist you further. We always aim to resolve concerns as quickly as possible and regret that we weren’t able to connect with you.

We appreciate your time using Pura and take your feedback seriously. It helps us improve both our devices and support processes. Should you ever decide to give us another try, we’d be more than happy to help address any concerns directly.

Thank you again for sharing your thoughts.

Pura からの回答

2024年12月17日

Hello Renee,

Thank you for taking the time to share your experience. We’re truly sorry to hear about the frustration you’ve encountered with your return and subscription. This is certainly not the experience we want for any of our customers.

While we do have processes in place to manage returns and subscriptions, we understand that timely communication is critical, and we’re sorry if there were any delays in addressing your concerns. We are actively working on improving our response times and overall support experience to ensure situations like this are handled more effectively in the future.

We appreciate your feedback, as it helps us identify areas where we can improve. If you have any additional questions or feedback, please don’t hesitate to reach out to our team at support@pura.com.

Thank you again for bringing this to our attention.

Pura からの回答

2024年10月25日

Hello,

I’m truly sorry to hear about your experience, and I understand how disappointing it is to be waiting this long for your order.

We want to make this right and ensure you receive either your order or a refund as soon as possible. Please reach out to us at support@pura.com so we can look into the status of your shipment and promptly resolve the matter for you. We appreciate your patience and the opportunity to correct this.

Thank you,

Pura からの回答

2024年10月30日

Dear Carole,

I was truly sorry to hear about the issues you encountered with your recent purchase. We strive for excellence in our customer experience, and it seems we fell short this time.

Upon reviewing your case, I can confirm that refunds for the returned items have been processed successfully. We are currently awaiting the return of the diffuser to finalize the remainder of your refund. Rest assured, we are on top of this and will keep you updated as soon as we receive it.

Please know that your satisfaction is very important to us, and we are here to help in any way we can. Feel free to reach out at any time if you have further questions or need additional assistance.

Pura からの回答

2024年9月20日

Hey there,

Thank you for your kind words! First of all, we are so relieved to hear that your apartment was saved from the worst of that situation—what a nightmare! It sounds like you handled it like a champ, and we're thrilled that your Pura diffuser could play a part in making things a little more bearable.

We know how important it is to have a home that feels (and smells) like a sanctuary, especially after something like that. It’s amazing to hear that Pura was able to help you out when you needed it most. Thank you so much for taking the time to share your story! Your support means the world to us, and it’s exactly why we do what we do.

We’re so happy to have you as part of the Pura family. If there’s ever anything else we can do for you, don’t hesitate to reach out.