Pure Electric UK
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AVOID THIS COMPANY – SHOCKINGLY POOR CUSTOMER SERVICE
AVOID THIS COMPANY – SHOCKINGLY POOR CUSTOMER SERVICE I have never dealt with a company that shows such blatant disregard for its customers as Pure Electric. Their customer service is absolutely appalling and continues to get worse the longer the issue goes on. Initially, I had the Pure Advance+ scooter, which was a good product—until it started losing power. I contacted Pure Electric and, to their credit, they were responsive at first. They offered a replacement and even upgraded me to the Pure X McLaren Chrome. Unfortunately, that's where any hint of good service ended. The new scooter looked great, but straight out of the box, it had a major issue: the handlebars would not fold down. This makes transporting, storing, or carrying the scooter extremely difficult—completely defeating the purpose of a foldable design. I reported this immediately. While they were slower to respond than before, they eventually sent me a box so I could return the faulty scooter. But here’s the catch: I had to cut up the box just to fit the scooter in because the handlebars wouldn’t fold. Pure Electric was aware of the issue but still sent a box that didn’t accommodate it properly. Then they sent me the exact same model again—which, incredibly, had the exact same problem. Since then, customer service has gone completely silent. I have now sent five emails with no response. My most recent email was sent 10 days ago. I was told the scooter would be collected last week—no one turned up. The replacement box they sent again doesn’t fit the scooter. They admitted they ran out of proper boxes but still expect me to somehow securely pack a faulty scooter with non-fitting packaging. It’s ridiculous and unacceptable. I now have a brand-new, unusable scooter sitting in my home, and Pure Electric is ignoring me. I even sent a letter addressed to Adam Norris, the CEO, which they confirmed was received—but surprise, still no response. I was considering purchasing another scooter, but after this experience, I will never buy from Pure Electric again, and I strongly advise others to stay away. There are plenty of other scooter companies out there—ones that actually value their customers and offer proper aftercare. Pure Electric has failed at every stage of support. Do yourself a favor and shop elsewhere.