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Review summary
Pure Electric UK has mixed reviews from customers. Customers particularly appreciate service and quality, though some mention concerns about customer service and communication.
At first glance, Pure Electric seemed like a great product—shiny and well-built when it arrived. However, the quality simply does not last. I’ve had mine for less than 16 months, used it fewer than 10 times (I don’t use it for commuting), and it has already stopped working and won’t charge.
Reaching their customer service is even worse. After waiting nearly two months for responses, all they did was asking for more money rather than offering any real solution or proper support.
For a premium price, you expect reliability and decent after-sales service—unfortunately, I got neither. Disappointed and would not recommend.
Ordered my husband and my self a pro 4 max electric scooter. Orders it on the Friday. Excellent communication all the way through it being sent out to us. Delivery exceptional. Arrived next day. Well done Pure Electric. Very impressed. Scooters are wicked, def recommend!!! 5 star all the way.
I contacted Pure about a scooter which needed fixing with no details about the purchase during a very difficult time following a bereavement. Customer services could not have been more efficient or kinder. The scooter has been successfully collected, repaired and returned. The team were extremely nice and easy to deal with.
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.
Fantastic scooter with even better customer service.
Fast response times really friendly and genuine people. I cant recommend pure enough, I have the PURE Air4 pro and its a brilliant bit of kit!!
Hi my name is Lee shuttleworth
I recently brought the pure 4 and I'm happy with the scooter but the PURE electric app is not working at all. Doesn't even boot up and that's a massive disappointment as all I can do is ride the scooter and unable to lock it. Email response is automated and a waste of time with no human reply as to when or if the app will be fixed.
There was a problem with delivery but it was sorted within the week. The product itself is exactly what it says on the tin. Good size standing board, great balance, feels really sturdy.
Save your money. Don't give it to these cowboys. Scooter went in for repair to be returned with the same issue. Booked back in with ‘priority’ but I have now been without my scooter for over 2 weeks. The first ‘repair’ was faster. Head office seem to have no clue. No repair notes or invoices for what was actually done to remedy the initial fault and they are unable to provide any evidence of repair.
I purchased a pure 3 scooter…technically challenged
I purchased a pure 3 scooter secondhand so I could scoot around with my son , it was used but in great condition , I’m hoping to pass it on to him when his old scooter finally gives up the ghost😊.
I wanted the phone app to I could see more details ,charge rate , miles left etc , I know it’s only a little thing but these days it’s nice to get something back and for free , now I’m retired it makes life easier ,thank you to all at pure for helping me .🙏🏼,
This is my second purchase from Pure - they have great after sales service and will go out of their way to help sort out issues. This time Manpreet was exceptionally helpful and resolved my request - very satisfied with the outcome.
I don’t usually leave reviews, but I’m a very satisfied customer! I’ve been using my e-bike for 2 years on the daily, and when the motor started slowing down they repaired it free of charge, including the collection and delivery fees. They were also extremely fast with the collection, delivery and repair.
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