Pure Electric UK Reviews

There is only an email address for customers. This is a joke, you cannot service customer at your convenience. you need either a phone line or direct to person chat. This is 2024, what are you thinking,

Very good service in the end thank you

Ordered my new innertube and was processed swiftly.dispatched and delivered in speedy time. altho i had to contact them regarding an issue which was dealt with promptly and efficiently. Excellent service and would not hesitate to recommend and use again. Thank you team for excellent service.

Thank you Dona at pure electric, i had experienced a problem with my scooter and after getting in touch with pure Dona was the person that dealt with me,what a wonderfully nice guy and excellent with sorting out my problem quickly and without any fuss, the aftercare was 5 star can't thank them enough, would definitely recommend.

Absolutely abysmal customer service. So after already writing a one star review and it being answered saying sorry and they will make sure I am kept in the loop whilst the repair is ongoing, you guessed it I heard nothing from Pure ,after over 3 weeks I contacted them to be told it had been repaired and returned to me, but obviously it hadn't, I then got an email saying they had trued to deliver it at 05.44 but couldn't, but they hadn't done that either, so today the scooter turns up in a battered box with reflectors missing and no screws to hold the handle bar on and all the parts/accessories missing. So my son still can't use it. This is an absolute joke ,he used it for less than 2 months and it's been broken ever since. Hopefully someone will se this and help me as emailing seems to get nowhere.

Echt top service en scooters van topkwaliteit

Shocking customer service good luck getting a response they take forever and don't deal with the problem. Faulty item and have been waiting forever for someone to support me to fix it. Had my previous scooter (Ninebot) for 3 years and not an issue with it. Bought a Pure one to upgrade but very much regretting my decision. Have had nothing but problems since ordering. Now it is broken and keep getting emails advising me how I can try and fix it myself. Less than a year old with warranty should be something you are fixing not me.

Purchased pure electric scooter for son end of october 2023 in March we started having problems scooter would not turn on and then would turn on and off by itself. Contacted pure they asked me to try various things which didn’t help . They then asked for various photos, copies of receipt etc. Each time you respond to their request it takes two or three days for them to come back to you making the process very slow. They then send a box to return item to them which they received on 20 March 2024. Then nothing no contact no update silence they are not replying to emails. So have been without working scooter for a month. Service is terrible just an update or response to email would help. It is really frustrating that no way of contacting them other than email which they seem to ignore. update I received my scooter yesterday 9 April 2024 with a new control panel being fitted and it is now working as expected. I have had several responses to my emails along with an apology for the delay in responding and a goodwill payment. The service to repair to the scooter was good it was just the lack of updates and delay in the response to the emails that was frustrating.

Great support and response.

They replaced my faulty scooter with a new one.

On 25th March we ordered 2 x Pure Air 3 scooters, with next day delivery, 1 arrived 3 days later, fair enough, we are a little out of the way up here in Scotland, but after 2 emails sent to their customer disservice we have heard nothing, nor received the second scooter, DPD tracking says they are still awaiting the package over a week later. There isn’t a phone number to contact the company only a website form. The 2 stars are for the one scooter we did receive. I may change or update my review when the second scooter arrives. Not a happy customer at all.

Do not under any circumstances buy a Pure Electric Flex scooter. It is not worth it. The scooter has a crucial clip that holds the scooter together when folded that they do not hold stock of. The only way for it to be replaced is under warranty. However their warranty is only 12 months. The whole scooter is pretty much made of metal but this clip is made from brittle plastic. For a warranty claim to be valid you need to send proof of purchase, photos of every angle of the scooter, scooter mileage, proof of purchase and confirm you still have the huge box they send it in. So even if the clip breaks during the warranty the chances are that they will try to wiggle out of it anyway. Knowing how they operate I would avoid Pure electric. Paying a premium price for a premium product you expect better service, terms and spare parts.

Customer service is terrible. Brought my son a scooter for his birthday, which developed a fault after the first 6 weeks. Both myself and his Nan have been attempting to contact Pure for the past week with no response. Have found a pure approved repair centre locally, but need a response from Pure to confirm they will pay for the repair. If we go ahead without I’m sure it will invalidate the warranty. Customer service should improve. Customers should not be left to resort to leaving negative reviews in the hope of a response. Great scooter when working, but would advise anyone to look at other brands incase anything goes wrong.

j'ai acheté une trottinette le 04/03/2024 trottinette reçu le 09/03/2024 mais la trottinette ne s'allume pas elle est défectueuse donc mail envoyé le 11/03/2024 vu qu'il n'y a pas d autre moyen de les joindre toujours pas de réponse pas de contact vu le prix qu'on paye ont pourrait au moins avoir un réponse et un solution rapidement commande #PSFR48595

Not only are Pure electric scooters the industry leading scooter on the market in its field, their customer service is second to none. I can’t fault them in any which way. Highly recommend

Pure beloofd graag vanalles, maar de werkeljikheid is anders. 60km actieradius is nauwelijks 25. Er zou zogezegd verbeterd zijn, maar banden vervangen is nog steeds een nachtmerrie! ik heb men Pure verkocht en een elektrische fiets gekocht! Beste beslissing ooit!

Got an air pro plus/max for Xmas and broken already within a few weeks of minimal usage! Now we have to box it up no padding in box sent so we have to buy that!! So we don’t want to be blamed for damage in transit as I feel they will says anything to not repair/replace. A product of this expense should not break - wires hanging out the bottom - In my mind a replacement new one should be sent I don’t trust a product that’s broken so quickly to be repaired even if it can be that’s a faulty product and it isn’t good enough either to wait while it’s sent back and assessed all the time no scooter to use

Purchased the device in November for a Christmas present. Within an hour the light fell off and I had to send it back. After a month of repair it came back with a different set of handle bars and a sticky accelerator, so the wheels carried on spinning when you tried to brake. This was on the first use after the first repair. I had to box it up yet again and send it back. Pure electric still have the scooter (over two months now). No communications, unless I email them and then a reply saying nothing we can do, they come in on a crate and we get to them when we get to them. Completely unacceptable from customer services. Stay well clear

I bought two Pure Air3 scooters in Barcelona, Spain. The first one started giving issues within a month of purchase and after frustrating requirements like "take a picture of the error which happens while you are riding" (this is near impossible to do!!), I had to take it to a local workshop and it was repaired after 10 days. The second scooter started giving issues and I had to take it to the same workshop in Barcelona. Between the workshop and customer service in the UK there has been very little communication and when there's communication, it was conflicting (the local workshop saying it has to be sent to the UK and the UK saying a cable has to be shipped from France). For the last two weeks, I have no new information - everyone's always investigating, but nobody ever comes back with real answers. I bought a scooter which has been sitting in some workshop for a month now and nobody seems to care that I actually need this to commute around. A complete waste of money for me right now as I have to rely on other modes of transport. Given the terrible after-sales service, I would really think twice before dealing with this company again. (The people have been friendly, but the responses are been less than helpful). Similarly, if I had known that the scooter would end up in a workshop for a month, I would never have spent the money on buying it in the first place.

Very good quick service . Easy to deal with very professional and polite