1 Star – Extremely Disappointing Experience
I had an incredibly frustrating experience with Pure Electric, and I feel compelled to warn others about their lack of professionalism and disregard for customer rights.
I purchased a Pure Air 3 Pro+ through a third-party retailer, which developed a fault. From the start, Pure Electric failed to uphold their legal obligations under the Consumer Rights Act 2015. I was initially denied both a refund and a replacement until I explicitly cited the law, which should never have been necessary.
Even after acknowledging my rights, the company made resolving the issue unnecessarily difficult:
They offered inappropriate replacements, including a refurbished unit and a model with inferior specifications (Air 4 Pro).
My reasonable request to use the refund as store credit to purchase the Escape+—a more suitable replacement—was ignored multiple times.
They repeatedly claimed to have “gone beyond warranty obligations,” which is untrue. Offering a refund, repair, or replacement is a legal requirement, not an act of goodwill.
Pure Electric’s inconsistent reasoning, failure to acknowledge my formal complaint, and dismissive attitude left me feeling like I had to fight every step of the way just to get what I was entitled to under the law.
I would strongly caution anyone considering doing business with Pure Electric to be aware of their dismissive customer service, their unwillingness to resolve legitimate complaints fairly, and their failure to respect basic consumer rights.
Absolutely unacceptable experience. I expected much better from a company claiming to be a leader in electric mobility.
