Pure Electric UK Reviews

I recently purchased a new scooter from this company, and my experience has been incredibly frustrating. Within just two weeks, the scooter broke down, which was disappointing enough. However, the real trouble started when I tried to get support. I received a box for the return, but it’s been over a week, and they still haven't collected the scooter. I’ve sent multiple emails seeking assistance, but I've received no response. The lack of communication and support has made this experience very unsatisfactory. I hope to see improvements in their customer service, but as of now, I cannot recommend this company.

I will choose no other than pure electric always fantastic service

purchased scooter 6/12/2024 has now become faulty when handle bars are turned left it shuts the scooter down. very dangerous and far from please with purchase. i have contacted by email but keep getting fobbed off with bot response. please email me the return address to return the faulty scooter for a refund. horrible to see many having same issues in a brand they trusted in. PLEASE SEND ME RETURN ADDRESS AND NOT REPAIR FORMS UPDATE THEY CANCEL MY RETURN AND LEAVE THE REPAIR FORM IN PLACE. I WANT TO RETURN AND REFUND NOT A REPAIR THIS ALL SEEMS ABIT SUSS WILL BE SEEKING FURTHER HELP AS SEEMS LIKE THEY ARE OK WITH LEAVING CUSTOMERS WITH A HAZARD AS ITS A ELECTICAL FAULT

Absolutely perfect. Strong, robust, good acceleration, great breaks, trustworthy company to buy from.

i had a pure air 3 pro the staring stablilsation makes a clicking nose not happy

Bought scooter for Christmas and it stopped working within 2 days of using it. Returned scooter to be fixed. 1 month later this was returned to me with the front headlight snapped off and a side reflector missing. When i raised this with the customer services team, they stopped responding to me. This was 2 weeks ago and still no response after multiple chasers.

Love the scooter but the after sales is horrendous. You can’t speak to anyone. Email take forever to reply. I bought the scooter from Curry’s in December and it stopped working in February so was outside the return window for curry’s. Made a warranty claim with pure. They arranged a DPD collection. DPD failed to collect and now I can’t get a response from Pure.

Ik was aan het twijfelen of ik deze review zou schrijven maar na dat ik dankzij mijn step van pure bijna het met mijn leven heb kunnen deze morge ga ik ze toch schrijven. Ik kocht een step van pure een klein jaartje geleden. Deze stond na 3maanden in panne. Toen mijn step bij de garage stond hebben we gezien dat de controller compleet veroest was (onacceptabel!) dus er moest een nieuwe in. Klein werkje zou je denken. Niet bij pure! Eerst contact opgenomen met pure belgie. 1 enkele mail heb ik van ze gehad om te vragen welk type step het was. Terwijl in de vorige mail de volledige beschrijving stond met fotos van de step inclusief van de verroeste controller. Ik dacht zijn jullie mij nu in de maling aan het nemen ofwat??? Uiteindelijk contact opgenomen met pure UK. Letterlijk binne twee dagen antwoord en ging pure uk contact opnemen met hun belgische collegas. Uiteindelijk na een goede anderhalve week krijg ik van pure BE een antwoord met de factuur van de controller met de opdracht deze te betalen bij ontvangst. Garantie konden ze mij niet toekennen omdat ik niet meer in het bezit was van de originele factuur. Wat ik ondanks mijn frustratie wel ergens begreep. Uiteindelijk na 3maanden eindelijk de controller toe gekregen zonder dat ik deze moet betalen, wat iet of wat positief was. Controller er in en nu doet die step heel raar. Hij remt niet meer op de motor, heeft moeite met een vaste snelheid te behouden, scherm valt regelmatig uit en soms stopt de step ook plots met rijden en gaat de batterij dubbel zo snel leeg. Rijbereik is gedaald van ong 30km naar amper 15. Ik denk dat ze mij gewoon de verkeerde controller hebben opgestuurd en ben niet van plan om nog eens 3maanden te wachten of meer. Deze morgen tart alle verbeelding, de step sloeg volledig op hol. Hij bleef maar snelheid maken een goed stuk boven de 30kmph remmen lukte niet omdat hij maar bleef gas geven. Daar stond ik dan, in het middan van een baan waar je 70kmph mag rijden terwijl alle auto groen hadden en ik rood. Bijna omver gereden door 3auto en een vrachtwagen die mij moesten ontwijken omdat ik als een gek de baan kwam op gevlogen. Kortom koop u zelf geen pure als u leven je lief is! Ik heb nog nooit zo een grote rommel in huis gehad. Ik had hiervoor een xaomie en heb daar nooit problemen mee gehad, 2 jaar lang! Slechte kwaliteit en de slecht service laat mij iedereen ontraden een pure te kopen. Ik kan niet veel goeds vertellen over dit bedrijf enkel dat pure UK wel weet waar ze mee bezig zijn. In belgie is dat omgekeerde wereld. Spijtig.

i brought a pure air 4 pro 6 months ago and it broke a months ago because there was a cable issue and i checked it could not figure it out so i returned it to pure and it took around 3 weeks for me to get my scooter back i finally get it back 6 days later it shows on the screen E3 which means there is a cable issue and i know i used it carefully so i complained and they said they will fix it for me but i am not intrested in a new one all the pure scooters are really bad and they don't wanna give my money back . DO NOT BUY FROM PURE ITS TERRIABLE QUALITY i would recommend ninebot scooters NUMBER 1 BECAUSE THEY ARE CRAP QUALITY AND THEY HAVE PROB THE WORST SERVICE ON EARTH U EMAIL THEM IT TAKES AT LEAST 5 WORKING DAYS FOR THEM TO REPLY they dont even deserve a star

This must be the first review I've left for something in years. Scooter initially was fine then a few months later, the tyre had a hole in it, no problem, just get a new one. No. I ordered one in November, it's now February and they still haven't sent one, I've emailed multiple times over 3 months, had one reply in December to say they'll send one out and that was it. There's no number to call or person to speak to and it feels like there's one person manning the emails for the company. Things break which is fine but Pure not resolving inevitable issues is a massive worry. You're better off going to somewhere like Halfords or local dealership

Over a week I’ve been waiting just to find out about getting a replacement reflector! First Fin replied 11.02.25 via pure electrics help email, then Emily 12.02.25 18.02.25 still no reply! I hate to think how long a more technical issue would take to sort out!

Order a charger and haven’t received it considering I paid £2.99 for next day delivery. Company have not responded to my emails nor is there a number to contact them. Pretty ridiculous, going to have to contact my bank.

Brand new & expensive Air4 Pro broke within a few uses, never used in rain, kept inside the house, very disapointed for a scooter of this price & build quality. What worse is the after sales, as i bought direct from Pure, there is no phone number, the email replies are slow, the repair process is slow, should of bought from a local store, never again.

After my last Scooter lasted a few years and was reliable and customer service was great the first time round I have been left with an awful experience this time round, my friend heard my last scooter finally died (motor gave out and I didn't have the money to replace it) he got me a new Scooter, the Pure Air 4 Pro Boost When I set it up, it felt sturdy and initially I absolutely adored it, it was faster, went further per charge, perfect for commuting to and from work (I'm a Chef who has limited mobility and sadly long gone are the days I could comfortably walk home when I inevitably missed my last bus) After a week it cut out, the rear light would stay on and that was it, it wasn't the connection in the stem come loose so I got in touch and was initially told it would be about 10 days before I had my scooter back Sadly this wasn't the case, I waited from the 18th/19th of December until 9th January to get it back... I emailed a couple of times and got some blunt replies but also got ignored on a couple of occasions Finally get my scooter back and it works for a little bit and then the same problem has reoccurred This scooter is a £569 scooter... I really would expect better I have tried to contact Pure on multiple occasions but for over a week now the phone lines have been down with no explanation, I submitted a ticket through their website and no reply I tried their chat bot also to no reply Ultimately I am beyond angry and upset, this scooter is my lifeline to be able to get to and from work and get me from A to B and have my independence and after £569 I'd expect better customer service, I only went with Pure again because of the great experience the first time round and the CEO or owner is putting out videos about how great this newer range is and how much more reliable it is... What a crock. Absolutely laughable at how bad this all is. I'm going to be contacting trading standards as I've been left with a very expensive metal ornament/eyesore in my living room and I'm now in a position I'm not able to replace the scooter for another brand. Wish I had gone with another brand now I'm beyond unhappy I want a resolution to all of this as quick as possible and maybe if you make things right I'll edit this review, until then though it's a big fat AVOID AVOID AVOID Basically feels like a scam. Happy to take your money for faulty goods.

The folding Pure electric scooters are Pure fun, but perfect for people travelling as well. They fold up quite small and yet when fully unfolded (30 seconds) they feel extremely solid. Acceleration is great and range is incredible. If you want an e scooter try one with a different, standing with your feet straight across the scooter in a more normal manner.

Such awful product and service. Bought my son a pure electric pro4 for Christmas. After 5 days it broke, wouldn’t turn on. Was asked to ship it back, after chasing and chasing to see what the next steps were. And have now been chasing relentlessly to understand when I’m getting a replacement, refund or repair and nothing. 5 emails sent, 3 weeks have passed, and not a single response. Absolute disgrace. Avoid and do not spend money with this company! They have zero customer service. Really, to reply- What a convenient response! I have a 12 email thread that has gone silent since I returned the faulty scooter! No response and your phone line is “not in use” every day!

Not very satisfied. the company does not much to help people. i bought it once and it got broken down. had uncomfortable experience just making sure its replaced. they were not very reassuring, after long while ive got the new one. after short period of time( each time) i had to be changing the mudguard. had to do it more than 3x times plus the bar stem is wobbly and just bad to be honest. Now after only 2years of use it got broken down again with to point of no return. once i sent my scooter to them in order to fix the stem and it was returned to me with damaged mudguard AGAIN!!! ONLY single reason i like this scooter is for its throttle and itw water resistance it has no wires outside.

Excellent communication and customer service from Emily after I logged a repair request and experienced some delivery/collection issues. Thank you!!

***THIS IS A REAL REVIEW*** Be warned!!! If I could give 0 stars I would. I bought a scooter in October, by December the scooter broke down. I contacted the company to have it fixed. They made 4 failed delivery attempts. Now, they have seized all communication and have blocked my telephone number. The company is a scam. They seem to be selling faulty scooters and allowing the warranty to run out. Do not buy from them.

Ordered a air pro 4 so not cheap and keep having problems when charging . I've emailed 3 times over 2 months and had no reply (got sent emails as proof). I'm paying monthly too so not good . I'm going to go into my bank and get a charge back for not fulfilling their promise