Pure Electric UK Reviews

Very poor service and aftercare.scooter went in for repair.and has come back with the same problem.doesn’t look like it’s even been touched.wouldn’t recommend anyone to order.if this is how your treated

I am disgusted with Pure’s customer service. My partners scooter was purchased in Feb and within 2 months, came up with an E2 faulty. We sent it away to Pure on the 24th April to be repaired. I have had nothing but trouble in trying to reach out to them regarding updates on the scooter. I have been told several times it was being looked at (which was weeks ago), but still no updates on when it’s due to be sent back. They have had it in their warehouse now for nearly a month. The only way of contacting them is via email (which I rarely get a reply back!!) Pure’s social media is run by AI, so unable to get any help or answers that way, and they don’t have a contact number, which has made this whole process difficult. My partners only way to work is by scooter, and their lack of support and efforts to speed things along has caused him trouble with getting to and from work. I’m still waiting on the scooters return and have no idea when that’ll be as I can’t seem to get a reply back from them via email. I’m extremely disappointed.

I've been trying to cancel Order No. #PS395408 since the 22nd April 2025 but your customer service doesn't respond to anything. Order No. #PS395408 was returned to sender as it was rejected at the door. You don't have any visible telephone number and your reviews on Trustpilot are proof that you are con artists that sell low quality products and refuse to refund. Many people complain that you don't even honour your warranties correctly. If you don't refund me my money now I shall filing for the County Court to get my money back. I shall never be using your brand again and will be opting for another one in the future. You have contempt for your customers. Since it was returned to sender there is no need for a returns label as it's already been sent back by being rejected at the door. You will be liable for any fees incurred for legal action.

My scooter developed a fault after 4 months. I have been fobbed off by fin the bot and had no response. There is no phone number and way to contact a human. Terrible after sales service

My display unit on my flux one ebike has broken once again, 3rd one that has been sent out. I've sent them an email (30th April) to try and get a new one replaced and I've still not received an answer to my email, let alone getting a replacement. Can't call anyone and useless AI.

honestly i sent my scooter off for repair didn’t get it back till a month later and when i received it it wouldn’t even turn on never send your scooter off to be repaired by this company they will just make the issues worse and this ain’t the first time it’s happened i mean the customer service is absolutely appalling they couldn’t keep me updated on the scooters repair never gonna send it back to be repaired again.

Love my order experience,soo quick

Do NOT buy scooters from pure electric I paid £750 for a pure scooter to have it delivered faulty and have to send it back to have to wait another 2 weeks to have a new one delivered then that worked for a year before the throttle became faulty and upon trying to replace the throttle as no shops would offer repair services to fix them and then you will find its almost impossible to find any spare parts to fix the scooter yourself so you have to wait 24hrs to get some sort of reply from pure themselves but I'm on my third day and still no contact but pure do offer a way to have your scooter collected and repaired not before robbing £40 courier fee and then £20 diagnostics fee and then you pay for the repairs so in short if you buy a scooter from pure they make it impossible to do repairs at home before they rob you basically I also have screenshots of the unhelpful conversations with the ai on the pure website absolutely shocking

I bought an Air 4 Pro for my son, but it developed an E3 communication fault after three weeks, so I set about contacting Pure Electric for guidance. This was not easy! They don't have a phone number to ring, so my first contact via chat was an AI bot called Fin, who is there to fend people off from actual support from a human being. Eventually, I was directed to email help@ and emailed them on 24th April. As of the 7th May, I have received a replacement box to return the scooter. I have now been waiting a week for Manreet from Pure Electric to arrange the pickup.... Support is slow. Frustratingly slow. Such a shame as the scooter seems well built and pretty solid.

What a disgusting company i bought a brand new pure air 4 pro off them i fully charged for 10 hours as stated in instructions it rode for 1.5 miles , they ignored my emails for ages then when I returned it refused to refund me I had to do a charge back with Mastercard to get my money back and they even tried disputing that ...pure air? Pure joke more like

Have contacted them three times both my husband and I regarding electronic fail within warranty. Purchased the scooter less than a year ago. Get an awful Bott that says it will get back to you. This was 10 days ago. My husband received a message from the Bott a few days ago saying we will contact you tomorrow and they never did. So frustrating as my son has been without his scooter and no response for 10 days. All we want is it to be collected and repaired under warranty as soon as possible so that he is not sad. We purchased from pure because we know the family that owns the company through school but the customer service site is so disappointing and frustrating. Repair req #4449070 26/4 Today I received a reply by email. It has been three weeks and we do have a different scooter by different make and they manage to pick that up within four days of reporting it faulty. However, this customer service using a chat bought is incredibly slow and has taken three weeks to reply.- here is the reply… – Hi Anna, 👋 Just checking back in, let us know if there's anything else we can help with. Regards, Fin Pure Electric Just received this today, I don’t know how it helps me. My husband received a notification from DPD yesterday stating they would collect the scooter in three days. There was no notification from pure other than this. The customer service is absolutely appalling, it’s painful, it’s time-consuming and extremely frustrating not being able to contact somebody other than a chat bott and in my case and absolute dealbreaker for buying from pure in the future as you are feeling left high and dry for too long.

Very bad bad scooter got a charging port problem, the company is bad at getting in contacting you, got a box to return back to them. Said Wednesday sill waiting sill no contact. And no phone number to ring, wonder why?

BRILLIANT! I sent my scooter back because it had an error message on the screen, so I got it back the other day and I look at it and it practically looks brand new! They put a bunch new things on there and I’m very very impressed, also the contact team were amazing as well, fast and problem solving!

Purchased this item for my son on the 6th April and its already broken by 21st April, seems the power cable has become disconnected. Not impressed as at £500 you don't expect this to happen within a couple of weeks especially as he has used it only a handful of times.

Pure sent me an empty box to send my faulty scooter back, but unfortunately that's the last communication I have had. I have no idea how or where to send the scooter. I have left around 7 email asking for help but no reply, terrible customer service!

Stay away from this company. Customer service is diabolical. I bought a Pure Air4 Escooter as a birthday gift for my son. Within less than three weeks it showed an error code suggesting an issue with the throttle and it stopped working. It won't even turn on. I have repeatedly tried to make contact with Pure to get this resolved and it has been over 10 days and still no resolution. I just received an email yesterday saying the store I bought it from are responsible, however it is now beyond 30 days and so the responsibility is now with Pure. I can complete an online form and return for a refund but Pure automatically deduct £20 for p&p which is insane given that it is faulty. I refuse to return and not receive a full refund. Communication with Pure is horrendous and stressful. This has take up so many hours to try to resolve and still got nowhere. In the meantime my boy is devastated his birthday present is broken and we're unable to replace it. I'm never buying a Pure product again. I understand products have faults sometimes but the poor customer service is simply not worth the risk. Pure, I see your response but cannot see that any information has been requested or how to communicate any information to you.

My pure scooter broke with a fault e4 and wire got court around bk wheel. I messaged pure and they send out box and took scooter to be fixed. They took scooter on Monday and by fri my scooter was bk with me bk up and running. I can't fault the pure team for fixing my scooter so quick and getting bk to me. They did a brilliant job and highly recommended them. Thank u pure team

I bought a scooter for my wife for a present and wish I hadn’t, I’m so disappointed by their lack of customer service, the fact we’ve been unable to reach them and the fact we’ve had to send the scooter back multiple times with the same fault. But the worst bit, they collected the scooter 4 months ago and it’s like the scooter and customer service has disappeared off the face of the Earth. We have made a complaint and not had any response beyond an acknowledgment of the email and this was a month ago. They no longer have a phone line to call. We have sat all day on their online chat with no response. My wife has posted a review on here hoping to reach someone that way and still no reply, they only seem to respond if it works in their favour. I would highly recommend to avoid this company as after sending the scooter back for the 4th time for repair, it just hasn’t been returned and no one is responding to us. We have had advice from citizens advice and would highly recommend contacting them if you are in the same boat!!

A rocky start, but an excellent resolution and an amazing scooter in the end. I sent my scooter in for repairs in December 2024 and initially experienced some delays in communication. At one point, it was unclear where my scooter was, which caused understandable concern. However, once the issue was fully acknowledged, the company went above and beyond to make it right. They ultimately sent me a brand-new McLaren scooter, and I couldn’t be happier with it. The scooter is sleek, high-performing, and honestly better than what I originally had. While there were some bumps along the way, I really appreciate that the company took responsibility and followed through with a fantastic resolution. The final outcome has exceeded my expectations, and I’m now genuinely enjoying the product.

Purchased one of the top models as these scooters are not cheap opened on Christmas day was fine and remained fine up till March where there was a battery fault scooter collected for repair when it was returned the speed had reduced significantly and reflectors damaged scooter went back again second repair speed fixed but front headlight smashed hard to get hold of anyone in customer service and the company as a whole not really taking responsibility just offering repairs but your scooters damaged in the process in the middle of taken this higer up as no one at pure really care I work in manufacturing and my company would have had this replaced !!!! Avoid buying !!!!