Pure Electric UK Reviews

I would like to make everybody aware of Pure Electric scooters. Over the last 3 years, I have purchased 3 scooters. The most recent scooter I purchased was the Pure Advanced. They sold me a defective scooter (handlebars kept collapsing when riding) which could have led to me injuring myself. I informed them about it, and they arranged for it to be collected so they could repair it. Once repaired and returned to me, some of the reflectors where missing. So I had to chase them to get these replaced. Then 7 months of riding it, it just stopped working. No power, no error message, just stopped! As its still working the warranty, I contacted them again to explain what happened. They arranged for it to be collected on 27th December 2024 for it to be repaired. It is now 15 January 2025 and I have heard nothing from this company regarding my scooter. I have sent countless messages to an Emily Newman (who assured me that she was dealing with my case) but neither her or that CEO Adam Norris have had the common decency to respond or acknowledge any of my emails. Their customer service team is actually an AI BOT. So pointless contacting them. Be very wary about buying a scooter from this company as they are not trustworthy.

My experience with this company has been the worst possible from the get-go. From the beginning, their handling of my issue was slow and inadequate. Appalling customer service. I placed an order on November 20th 2024, and tried to cancel the same day (my bad for only realizing these are illegal in public spaces after ordering it), their customer service advised that I'd have to accept the order and only then the issue would be dealt with. After poor management of the issue from their side, eventually, on the 9th of December, the return was received by Pure. I have had ZERO acknowledgment or responses from them since. I have not received any refund for the product. I have attempted to contact them on multiple occasions inquiring about this issue, I have had ZERO responses. It has been over a month since they received the return.

SCAM ! Avoid ordering. Claim to send next day. After a week have still not had a response to calls / emails and live chats. No product has been sent or refunded. Will take your money and disappear

Ordered a scooter it hasn’t been dispatched and get get in contact to speak to anyone have phone emailed and messaged on Facebook

Couldnt get through to them on phone but emailed and got a prompt reply with a troubleshooter which resolved our issue. Thanks.

Pure air 4 pro boost purchased for sons Xmas. 4 days after first use on 29/12/24 the scooter had E3 error code and now won’t turn on. Reported to pure and requested the faulty scooter be uplifted and a new replacement delivered. Pure responded and agreed to this then ignored all emails and correspondence to arrange this. Son is still unable to use his Xmas present. Very poor service and product.

very good service, they helped me with a problem, a cable from the handlebar that came loose, which came loose at Christmas and the scooter stopped working, I gave them a gmail and they helped me

Great product but god help anyone who needs any level of customer service it is appalling !! I have waited a month for a refund and all I am told is we are busy. I have contacted them over and over again. I would consider another company - it is a great product but there are others out there that provide aftercare

My son sent his bike for repair on 8th October, he was charged £250 and told it would be ready in a few days. We are now 30th December and several emails later, always initiated by him, we continue to get nothing but excuses. He works unsociable hours and desperately needs his bike to commute, this is costing him a fortune in taxis. There seems to be no way to contact Pure by phone and I notice that they do not acknowledge anything written on Trustpilot which is also very telling. I would think very carefully before purchasing anything from this company.

Outstanding service they even helped me through Christmas got my advance gen 3 sorted. My fault after I walked out of Bluetooth range and glitched out the software update my scooter was officially dead but they brought it back to life. Absolute legends. Thanks

The first one I got is a reconditioned model that stopped working almost instantly. The replacement was involved in a small accident, involving a kerb, and they have now had it for almost a month without bothering to do the repair.

Disappointed with the lack of response, I ordered a scooter and need to arrange return, I have followed the correct process and raised tickets but am still waiting!. The scooter is still fully boxed in its original packaging as we decided to return before even opening. I hope that this trustpilot review may actually lead to a response from pureelectric and resolve the issue as we have over £400 to be refunded. Of course I appreciate that 'changed my mind' refunds are a pain but they are nevertheless there for a reason. Please make this right

Great company to deal with!! Will definitely be using them again ! Well done team pure !!!

Ordered a scooter 5 days ago, no correspondence at all, Tried calling and nobody answers

Still waiting for my order - poor customer service response. I ordered the Air 3 on the 8th December. Said next day delivery. I enquired by phone and was informed then that the item was on back order and shipping would start second week of December. There was no notification on the website when ordering that it was unavailable and on back order and it stipulated 1 day delivery. It’s unacceptable to take customers money on false pretences! I’ve since recieved another email stating shipping has already began but still no DPD notification and no response to my email to customer service today! Very frustrating! If you can’t fulfil customers orders then don’t advertise 1 day delivery! Simple! Not very happy

Serial number S012B2-000999 Very unhappy with my scooter IV paid £600 cash for it not to work and for it to be at the repair shop more time then IV had to have it come still not working every time with screw missing and to be told I can't have a re fund . Now the warranty has run out and I am stuck with a broken scooter again. Waste the time it is and waste of money to end up with a broken scooter and can't get to work it's a joke !! Seeking legal advice on this matter

Product very good. Bought a second one on Thursday before 1pm deadline for next day delivery. I called before I placed the order to confirm it would be delivered as it was before the deadline and was assured it would. Guess what it didn’t arrive on the Friday. The website says if ordered before 1pm next day delivery. It’s now Monday and I get an email saying it’s been delayed. Spoke to them several times on Friday and was informed that they’ve changed delivery company and the policy has changed . I asked why they hadn’t updated the website and was told they have requested the change but it has yet to be implemented. Well that equates to false advertising! I needed the scooter to commute to work as I start at 3am and no public transport available. Avoid if you need something delivered quickly.

Brought a scooter on the Saturday 7th of December it’s now the Saturday the 13th of December and still no scooter. Says next day delivery i waited till Wednesday to send an email and no one has responded. Judging by these comments I see they have been ripping a lot of people off recently. If you can’t fill the orders stop talking people’s money and ignoring them. I will have to claim back the money through the bank.

My experience is unfortunately the same as many others this month. I placed an order, was emailed to say it would be with me the following day. It’s been nearly a week now, it’s not been delivered and despite trying various avenues to contact them, have heard nothing back. I will be reporting this company and claiming a refund.

Just like some other people on here I ordered a scooter, it never came ane Pure are ignoring me. This company has now decided to start scamming people, taking their money and fleeing. DO NOT BUY FROM PURE.