Pure Electric UK Reviews

Sent an email over 18th May as our charger stopped working and is still under warranty, was told a charger will be sent out but several emails later and still no charger.

Pure air 4 pro bought 4.5 weeks ago, cuts out when turning right, clicks when turning left. Customer service haven't responded after over 24h. Utterly terrible - no phone number and a useless ai agent web chat.

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.

I am extremely disappointed with my recent experience with Pure Electric and feel compelled to warn other customers. I had arranged a scooter delivery with Pure Electric, with a clear written agreement that the box would not be opened and would be sent directly to my Leicester address via DPD. I also packed several personal items in the box, including a scooter lock (£100), clothes (£80), 4 boxes of cat food (£60), and scooter screws. When I received the box, these personal items were missing. What is worse, Pure Electric initially denied that the box had been opened at all. Only after I provided photographic evidence of tampering did they admit that their workshop had wrongly opened the box, claiming it was a mistake. Despite this admission and despite the fact that the chain of custody was clearly broken in their workshop, they are now refusing to investigate the missing items or reimburse me for the loss — simply stating that “no other items were taken.” This is unacceptable. If your staff open a box unlawfully, they are responsible for its contents. The handling of this situation has been deeply unprofessional and has left me with no choice but to escalate through legal channels. I would strongly advise anyone considering using Pure Electric to think twice about trusting them with your property.

I got my scooter couple of days before. When i opened it was broken and some of the pieces where missing in the box. I email them MORE THAN 4 times and they did not reply. I even when on the website to ask the AI but nothing, i am so stress out. First time buying and probably last time as well. I would NOT recommended you to buy anything from the website.

A Fantastic service from ordering to delivery. We were kept informed about the delivery and the scooter is very well made and is made of strong metal. It should last a long time.

Initially, I had some hope when Pure replaced my faulty scooter, but the replacement turned out to be just as unreliable – it suddenly stopped working mid-ride, nearly causing an accident in a busy bike lane. This isn’t just frustrating, it’s dangerous. Customer service has been slow to respond, and now I’m being told to expect delays due to a bank holiday. For a company that presents itself as a major player, the aftercare is seriously lacking. Only now I’m realising how many negative reviews are out there, and I wish I’d seen them before buying. Be cautious if you’re considering Pure – my experience has been nothing but disappointing.

Very poor initial customer service experience which was subsequently turned around by Edward. Be warned that Pure are very slow to respond to first contact but once you have a personal reply then it's a different story. It took pretty much 4 emails before Pure leapt into action after we received what was most likely a returned or refurbished unit instead of a new one. We ended up with a brand new, upgraded model as a gesture of goodwill. My son absolutely loves it. So far no issues; it is sturdy and generally very well made and presented...and quick!

I can’t say I’m impressed. Pure don’t exactly perform like Amazon prime. I ordered on time and was suppose to get my purchase next day. But apparently it’s not being delivered until next Monday. So I ordered in time for the weekend but have been badly let down. So disappointed.

Order placed online and delivery is free delivery next working day

I sent a scooter to be repaired, and they sent me the wrong one back. After emailing the situation to Pure Electric, I had a brand new scooter sent out. The customer service is absolutely fantastic. I dealt with a lovely lady named Julia. She made a difference to my granddaughter's face when she received her new scooter. Thank you so much, Julia. You're a star. From Casey and me.

Hello I ordered a scooter on Wednesday evening, I was informed I would be receiving delivery details by 8pm the night before ( Thursday) Sadly I have not received any communication regarding the delivery of my scooter, it is now Friday morning and have no details. Please advise me of the delivery time in a prompt manner enabling me to plan my day accordingly. Regards

Had some small technical issues, however they were resolved very quickly with good customer service

It was so easy to pay for my scooter.

I ordered the Escape+ scooter (Order #PS397109) and it arrived with a missing and damaged front wheel screw — completely unsafe. Customer service initially responded but then stopped replying. After reading more reviews and Instagram comments, I realised I’m not alone — many customers are going through the same. I feel misled and disappointed. I wouldn’t have bought from Pure if I’d seen this sooner. Think twice before you do. — Selma Lambert

I was meant to recieve my order today but not had anything. Not heard anything about my order or dispatch either. Tried contacting but had nothing in teturn

Julia has helped me with my scooter issue. The problem has been resolved but I’d like to pass on my gratitude to her!!! Absolutely amazing

Absolutely shocking company to deal with! We brought an Air4 Pro in December 2024. Went with Pure because it's UK based and the scooters looked like they were well built and company was reputable. In March we got an E3 fault. Sent it back to be repaired. Easy enough. However, come April, the fault has come back. Emailed Customer Service asking for a refund or replacement, to be told that neither is possible as it's passed their 30 day refund policy. When I asked to see the policy document I was given the link to their support hub faq. A few lines telling you how to return a faulty product and nothing else!! Under the Consumer Rights Act 2015 you are legally entitled to return a fault product for refund, after 30 days, as long as you have given the retailer one opportunity to repair the fault, which we have. Needless to say, this statement was completed ignored by the CS team and they just auto booked a collection slot for repair. The company is an absolute joke and strongly advise you avoid at all costs. I wonder if Lando Norris reads these reviews??

Terrible experience, like many customers of Pure on here, after a few weeks of use my son’s scooter developed a fault. We followed the process online and was provided a ticket number, saying “We’ll be in touch” almost 3 weeks now and nothing! I’ve tried the chat bot and sending additional emails and it’s just silence. Wish I’d have read these reviews before hand as now I’ve no confidence in the turn around time of the repair being acceptable or successful.

Paid for delivery, item was supposed to arrive Weds 14th but no delivery and no communication. No delivery on the 15th or the 16th. I am not sure what I have paid for regarding delivery. Shocking service. The tracking number guides you to download the Shop app and register just to find the details of tracking the package. Very poor experience.