Pura レビュー 

Pura からの回答

2024年9月19日

Hey Brea,

Thank you so much for sharing your experience! We're truly sorry for the frustration you faced with your delivery. We completely understand how stressful it can be when a package doesn’t arrive as expected, especially after having a smooth experience with previous orders.

After reviewing the situation, we saw that our team was actively working to help resolve the issue and had offered a replacement before the packages were eventually found. We're really glad everything worked out in the end!

Your feedback means a lot to us, and we’ll be using it to improve our service. If you ever need anything else or have more questions, feel free to reach out at support@pura.com. We're always here to help!

Thanks again for your patience and understanding.

Pura からの回答

2024年9月16日

Hey Elissa,

Thank you for taking the time to share your feedback, and we're sorry to hear about the trouble you've experienced with your Pura diffuser. We want to make sure you’re able to fully enjoy your Pura, including both scent bays working properly.

Our team would be happy to assist in troubleshooting the issue with your Pura 4 and if we're unable to resolve the problem, we will ensure that you get taken care of. Please reach out to us at support@pura.com, and we’ll make sure you’re taken care of.

We appreciate you giving us the chance to make this right!

Pura からの回答

2024年9月16日

Hey Karin,

Thank you for your feedback and for your patience during this process. I understand your frustration, and I want to clarify that we’ve been actively working to provide a resolution. As mentioned previously in our email correspondence, we’ve offered to proceed with a replacement order for you but have stopped hearing back from you.

We are still waiting to hear back from you on how you’d like to move forward, as your satisfaction is our priority. We are ready to help resolve this and appreciate your understanding as we work through the next steps.

Please let us know how you’d like to proceed, and we will make sure to take care of this for you.

Best regards,

Pura からの回答

2024年9月12日

Hey Paula,

Thank you for sharing your feedback. We're sorry to hear you feel this way about our service. While it's great to know you enjoyed the scents, we always aim to provide a high-quality experience across the board. We appreciate you taking the time to share your thoughts, as it helps us continue to improve. Please note that our support team is always available via email, chat, or phone within business hours.

We take all feedback seriously and will review your comments carefully.

Thank you again for your input.

Pura からの回答

2024年9月12日

Hey Lucy,

Thank you for taking the time to provide such detailed feedback. We’re sorry to hear that your experience with our products didn’t meet your expectations. While we aim to create high-quality products and offer reliable support, we recognize that your experience fell short of what we strive for.

We did address your concerns through multiple responses and processed refunds for the products in question, though we understand that this resolution may not have fully aligned with what you were seeking. We value transparency and clear communication, and your input helps us reflect on areas where we can improve.

We also appreciate your feedback regarding our product instructions and terms of service. The Terms of Service are designed to be accessible and are linked on our website for anyone to easily view. Like most websites anyone may purchase from they are at the bottom of the page under "Terms of Service".

Your experience will be reviewed thoroughly, and we’re using this as an opportunity to enhance both our product offerings and customer support. Thank you again for sharing your thoughts—your input is crucial as we continue to refine our processes and better serve our customers.

Pura からの回答

2024年7月30日

Hello,

Thank you for bringing this issue to our attention, and we sincerely apologize for the inconvenience you have experienced with your recent order. It's crucial to us that the order process is seamless and error-free. Please note that when you checkout with PayPal, it automatically adds your saved information to the checkout.

Once an order is processed, especially when it moves quickly to shipping, changing the address can indeed be challenging. We understand your frustration, particularly with the constraints of shipping methods and the limitations they present for post-purchase modifications like address changes.

We are continuously working to improve our ordering and customer service processes to better meet the needs of our customers. Your feedback is invaluable in this effort, and we are taking it seriously as we consider how we can provide more flexible solutions in the future.

We regret any inconvenience this may have caused you and appreciate your understanding. If there's anything further we can do to assist you, or if you have additional feedback, please reach out to us directly.

Best regards,

Pura からの回答

2024年7月30日

Hello Derrick,

Thank you for sharing your feedback, and we're truly sorry to hear about your recent experience with our Pura Car Freshener. We strive to provide quality products and customer service, and it seems we fell short in this instance.

Our products do come with a warranty period, which is intended to ensure that any defects or issues that arise shortly after purchase can be resolved. Unfortunately, as your car freshener was out of this warranty period, we were unable to offer a replacement.

However, we understand the frustration this has caused, especially as loyal customers expect the dependable quality associated with our brand. We take your feedback seriously and continuously work to enhance our support to better serve our customers.

We appreciate you bringing this issue to our attention, and we are reviewing our customer service policies to find ways to assist our customers more effectively, even post-warranty. Your comments help us improve and ensure that experiences like yours are not repeated.

Thank you for your patience and understanding.

Best regards,

Pura からの回答

2024年7月8日

Hello Rela,

Thank you for reaching out and bringing this to our attention. We sincerely apologize for the inconvenience and frustration caused by not receiving your order.

Please contact our support team at support@pura.com. We also offer live chat support through our website during business hours.

Please provide us with your order number and any other relevant details, and we will investigate the matter immediately. Our priority is to ensure that you receive your goods as soon as possible.

Thank you for your patience and understanding.

Pura からの回答

2024年6月24日

Hello there,

Thank you for reaching out and sharing your experience with setting up your Pura diffusers. We understand your frustration and apologize for any inconvenience caused by the setup process.

Our diffusers require a 2.4GHz WiFi network for proper operation, and it appears that your current internet setup might be broadcasting on a 5GHz network or utilizing a mesh network, which can cause connectivity issues. Most modern home routers broadcast both 2.4GHz and 5GHz frequencies, but it’s essential to ensure that the diffuser is connected to the 2.4GHz network.

Here are a few steps to help you resolve this issue:

Check Your Router Settings: Ensure that your router is broadcasting a 2.4GHz network. If it broadcasts both 2.4GHz and 5GHz, make sure to select the 2.4GHz network for your diffuser.
Move the Diffuser: Try moving the diffuser further away from your router to help it pick up the 2.4GHz band.
Contact Your ISP: If the above steps do not work, we recommend contacting your Internet Service Provider to set up an additional network that only broadcasts the 2.4GHz frequency. This service is typically free and ensures your diffuser stays connected anywhere in your home.
We appreciate your patience and understanding. For further assistance, please visit our WiFi and Bluetooth Troubleshooting page or contact our support team at support@pura.com.

Thank you for choosing Pura, and we hope to resolve this issue promptly so you can enjoy your new diffusers.

Pura からの回答

2024年6月10日

Thank you for your feedback, Vic. We're sorry to hear about the persistent issues you've encountered while trying to set a second schedule and scent on your Pura device. Experiencing a "Conflict schedule" error for an extended period can indeed be frustrating, and it's concerning to hear that even with additional help, the issue remains unresolved.

We aim for our devices to provide a user-friendly and efficient experience, and it seems we have fallen short in this instance. Your feedback is critical to us as it helps identify areas where we need to improve, particularly in simplifying the scheduling process on our app.

While you've mentioned giving up on setting the schedule, we would appreciate one last opportunity to rectify this for you. Our technical team is here to help and may be able to provide a solution that hasn't been attempted yet. Please reach out to us directly at support@pura.com, and we will take a closer look at your device's specific issues.

We value your patronage and the time you've spent trying to make our product work for you. We're committed to earning back your trust and ensuring a positive experience.

Thank you once again for your honest feedback.

Pura からの回答

2024年5月28日

Hello Anthony,

Thank you for sharing your experience with us. We're pleased to hear that your initial use of our Pura diffuser met your expectations, but we are genuinely sorry to learn about the difficulties you've encountered since changing the fragrance. It's disappointing to hear that your unit is having connectivity issues, and we understand your frustration, especially when the device does not perform as smoothly as expected.

We take comments about our app and service seriously and are concerned that you feel our support has not been responsive. Our team is committed to providing high-quality customer service, and it seems we missed the mark in your case.

We would appreciate the opportunity to address this issue directly and ensure that your diffuser is functioning correctly. Please contact our support team at support@pura.com, and we will prioritize looking into your situation immediately.

Thank you for your patience and for bringing this matter to our attention. We are here to help and hope to resolve this promptly to restore your confidence in our product and service.

Best regards,

Pura からの回答

2024年5月28日

Hello Kelly,

Thank you for sharing your concerns, and we are genuinely sorry to hear about the difficulties you encountered with the gift you received from your children. We appreciate the sentimental value of such a gift and understand your disappointment when some items were missing stickers.

As previously communicated, our standard policy for replacements requires an order number to verify the purchase so that we can efficiently manage requests and ensure accuracy in our support process. We realize this may be inconvenient in situations like yours where the item was received as a gift.

However, to assist you further, we provided alternative methods to use the fragrance vials and offered a discount code for a free Pura brand fragrance as a gesture of goodwill. This code was intended to alleviate some of the disappointment and provide you with an opportunity to enjoy our products.

We take feedback from our customers very seriously as it helps us improve our service and products. Your comments have been forwarded to our product and customer service teams for review. We are continuously working to enhance our processes and appreciate your feedback as it contributes to our ongoing improvements.

We hope this resolution offers some relief and demonstrates our commitment to customer satisfaction. If there are any more ways we can assist you or if you have further feedback, please don't hesitate to reach out to us.

Thank you again for your patience and understanding.

Warm regards,

Pura からの回答

2024年5月9日

Hello Saisangeeth,

Thank you for your feedback, and we’re sorry to hear about the issues you’ve been experiencing with the diffuser gifted to you. We understand how disappointing it can be when a gift does not function as expected, especially after several months.

Our support team is committed to resolving such issues and has attempted to assist you through the troubleshooting process. To proceed with a solution, such as a replacement or further technical assistance, we typically require some additional information about the purchase. This helps us verify the product's warranty status and ensure that we can provide the most appropriate support.

We noticed that there was no response on your part to our request for details about the person who gifted you the item. We understand that this might have been an oversight or perhaps the information was not readily available. We are still here to help and would like to ensure your diffuser is operational.

Please reach out to us at your earliest convenience at support@pura.com with the required information, or any questions you might have, so we can quickly resolve this matter for you.

Thank you for your understanding and patience. We look forward to hearing from you and getting this sorted out promptly.

Best regards,

Pura からの回答

2024年4月17日

Hello Mindy,

We're very sorry to hear about the issues you've experienced with your devices and the understandable frustration it has caused. It's disappointing to know that both units you received did not perform as expected.

We are committed to delivering quality products and it seems we have not met that standard in your case. Please allow us to look into this further and make it right. Contact us at support@pura.com so we can address the connectivity issues or explore other solutions.

Your feedback is crucial for us to improve, and we appreciate your patience as we work to resolve this matter for you.

Best regards,

Pura からの回答

2024年4月17日

Hello Denise,

We're sorry to hear about your frustration and appreciate you bringing this concern to our attention. To clarify, canceling your subscription should not affect your ability to access your account or manage your device settings. You should still be able to control your devices as usual.

If you're experiencing difficulties with your account or device management, please contact us directly at support@pura.com or you can contact our live chat agents through our support portal. We're here to help ensure you have full control over your device settings and resolve any issues you might be facing.

Thank you for your feedback, and we look forward to assisting you.

Best regards,

Pura からの回答

2024年3月11日

Hello Arlene,

Thank you for taking the time to share your feedback regarding our scents. We're genuinely sorry to hear that your experience with the longevity of our fragrances and their pricing has not met your expectations.

At Pura, we strive to provide high-quality fragrances and value our customers' satisfaction. We understand the importance of achieving a balance between quality, longevity, and cost, and we continuously work on improving our products based on customer feedback.

We'd appreciate the opportunity to understand more about your experience and see how we can make it right. If you're open to it, please reach out to us at support@pura.com or through our live chat feature on our website. Your insights are invaluable in helping us enhance our offerings and ensure our customers enjoy the best possible experience with our products.

Thank you once again for your feedback, and we look forward to the opportunity to serve you better.

Best regards,

Pura からの回答

2024年3月6日

Hey Debra,

Thank you for bringing this to our attention. We understand your concern regarding the fragrance potency of our products. As outlined in our FAQ, several factors can influence the perception of scent. We recommend reviewing the 'Weak Smell Variables' section of our troubleshooting page on our website at https://help.pura.com/en/troubleshooting and it may offer a solution. For personalized assistance, please contact us directly at support@pura.com or through our chat service. We are committed to ensuring your satisfaction with our products.

Thank you,

Pura からの回答

2024年2月13日

Hey Samantha,

We're truly sorry to hear about the issues you've encountered with your Pura products. Your frustration is completely understandable, and we apologize for any inconvenience caused.

We want to ensure that you have the best experience possible with our products. While it's unfortunate that you've encountered difficulties with three of your purchases, we'd like to offer our assistance in troubleshooting the issues you're experiencing.

Please don't hesitate to reach out to us at support@pura.com for personalized assistance with resolving the connectivity issues with your devices. Our dedicated support team is available to guide you through troubleshooting steps and provide any necessary support to get your Pura products up and running smoothly again.

Additionally, we'd like to clarify that our devices are priced at $49.99 on our website, with fragrances ranging from $9.59 to $18.39, providing affordable options for our valued customers.

Once again, we apologize for the inconvenience you've faced, and we appreciate your feedback. We're committed to ensuring your satisfaction and providing a positive experience with our products.

Best regards,

Pura からの回答

2024年1月10日

Hello Tracy,

We appreciate your feedback about your experience with our product, and we apologize for any frustration it has caused you. Our aim is to provide products that enhance the lives of our customers, and we are genuinely sorry to hear that the Pura device did not meet your expectations.

Your input is valuable to us, and we will take your feedback into consideration as we work to improve our products. If you have any specific concerns or if there's anything else you'd like to share with us, please feel free to reach out at support@pura.com. We are here to assist and address any issues you may have encountered.

Thank you for giving our product a try, and we hope to have the opportunity to provide you with a more positive experience in the future.

Best regards,

Pura からの回答

2023年12月4日

Hello,

Thank you for sharing your feedback about the recent changes to our scent settings. We're sorry to hear that these updates have not met your expectations and have impacted your enjoyment of our products. It's important to us that our customers have a positive experience, and clearly, in this instance, we've fallen short.

Our intention with updating the scent setting options was to streamline and improve the user experience, but we understand that this change may not suit everyone's preferences. Hearing that the new settings are causing your fragrance bottles to deplete more quickly than expected is concerning, and we appreciate you bringing this to our attention.

Your comments are invaluable as they help us reassess and make necessary adjustments to better serve our customers. I assure you that we will relay your concerns to our product development team for review.

We're committed to ensuring you have a product that fits your needs and would like the opportunity to improve your experience with Pura.

Thank you for your patience and understanding.

Best regards,