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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.
Placed an order last week of an air4 pro and received an air 3 repeatedly tried to contact customer service via email/ contact form and a number I found to which I’ve had no response since and no further forward in getting the correct order.
Disappointed in general after two months and 40
miles done, today from 3/4 batter went to 3% in 7 miles, pure eacape +
claim 30 miles If Im correct, Im 90kg so 7 miles in 3/4 battery really bad result. Also I regret badly I didn't go for Chinese more powerful and with shock
absorbers scooter for the same price, Standing position actually in pure isn't anything wow... all in all not worth of this money and Im putting this on ebay
I purchased this scooter a couple of weeks ago, it now keeps cutting out. I've tried contacting them but there is no number to contact to speak over the phone. I have sent them 2 messages now and no one wants to get back in touch. Absolutely disgusting customer services and I am not happy at all
Brought a pure air 4 scooter
The software on the scooter says it’s an air 3 the back light won’t turn off I’ve email pure twice with no reply still waiting been over two weeks now
Sent an email over 18th May as our charger stopped working and is still under warranty, was told a charger will be sent out but several emails later and still no charger.
Pure air 4 pro bought 4.5 weeks ago, cuts out when turning right, clicks when turning left. Customer service haven't responded after over 24h. Utterly terrible - no phone number and a useless ai agent web chat.
AVOID THIS COMPANY – SHOCKINGLY POOR CUSTOMER SERVICE
AVOID THIS COMPANY – SHOCKINGLY POOR CUSTOMER SERVICE
I have never dealt with a company that shows such blatant disregard for its customers as Pure Electric. Their customer service is absolutely appalling and continues to get worse the longer the issue goes on.
Initially, I had the Pure Advance+ scooter, which was a good product—until it started losing power. I contacted Pure Electric and, to their credit, they were responsive at first. They offered a replacement and even upgraded me to the Pure X McLaren Chrome. Unfortunately, that's where any hint of good service ended.
The new scooter looked great, but straight out of the box, it had a major issue: the handlebars would not fold down. This makes transporting, storing, or carrying the scooter extremely difficult—completely defeating the purpose of a foldable design.
I reported this immediately. While they were slower to respond than before, they eventually sent me a box so I could return the faulty scooter. But here’s the catch: I had to cut up the box just to fit the scooter in because the handlebars wouldn’t fold. Pure Electric was aware of the issue but still sent a box that didn’t accommodate it properly. Then they sent me the exact same model again—which, incredibly, had the exact same problem.
Since then, customer service has gone completely silent. I have now sent five emails with no response. My most recent email was sent 10 days ago. I was told the scooter would be collected last week—no one turned up. The replacement box they sent again doesn’t fit the scooter. They admitted they ran out of proper boxes but still expect me to somehow securely pack a faulty scooter with non-fitting packaging. It’s ridiculous and unacceptable.
I now have a brand-new, unusable scooter sitting in my home, and Pure Electric is ignoring me. I even sent a letter addressed to Adam Norris, the CEO, which they confirmed was received—but surprise, still no response.
I was considering purchasing another scooter, but after this experience, I will never buy from Pure Electric again, and I strongly advise others to stay away. There are plenty of other scooter companies out there—ones that actually value their customers and offer proper aftercare.
Pure Electric has failed at every stage of support. Do yourself a favor and shop elsewhere.
Breach of Trust — Scooter Delivery Mishandled, Personal Items Lost
I am extremely disappointed with my recent experience with Pure Electric and feel compelled to warn other customers.
I had arranged a scooter delivery with Pure Electric, with a clear written agreement that the box would not be opened and would be sent directly to my Leicester address via DPD. I also packed several personal items in the box, including a scooter lock (£100), clothes (£80), 4 boxes of cat food (£60), and scooter screws.
When I received the box, these personal items were missing. What is worse, Pure Electric initially denied that the box had been opened at all. Only after I provided photographic evidence of tampering did they admit that their workshop had wrongly opened the box, claiming it was a mistake.
Despite this admission and despite the fact that the chain of custody was clearly broken in their workshop, they are now refusing to investigate the missing items or reimburse me for the loss — simply stating that “no other items were taken.”
This is unacceptable. If your staff open a box unlawfully, they are responsible for its contents. The handling of this situation has been deeply unprofessional and has left me with no choice but to escalate through legal channels.
I would strongly advise anyone considering using Pure Electric to think twice about trusting them with your property.
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