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.

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Based on reviews, created with AI

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SY

Sharon Y

1 out of 5 stars
Disappointing quality and customer service

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.

NK

Nikki Kinsella

5 out of 5 stars
Excellent company

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.

H

Helen

5 out of 5 stars
Outstanding customer service

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.

BW

Beata Wiernusz

1 out of 5 stars
the scooter is used and not in working…

the scooter is used and not in working order

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Showing 31 - 40 of 996 reviews
SL
1 out of 5 stars

Faulty Product, No Real Support

I ordered the Escape+ scooter (Order #PS397109) and it arrived with a missing and damaged front wheel screw — completely unsafe. Customer service initially responded but then stopped replying. After reading more reviews and Instagram comments, I realised I’m not alone — many customers are going through the same. I feel misled and disappointed. I wouldn’t have bought from Pure if I’d seen this sooner. Think twice before you do. — Selma Lambert

Date of experience: May 19, 2025

KJ
1 out of 5 stars

I was meant to recieve my order today

I was meant to recieve my order today but not had anything. Not heard anything about my order or dispatch either. Tried contacting but had nothing in teturn

Date of experience: May 19, 2025

AR
5 out of 5 stars

Julia from the hub

Julia has helped me with my scooter issue. The problem has been resolved but I’d like to pass on my gratitude to her!!! Absolutely amazing

Date of experience: May 16, 2025

D
1 out of 5 stars

Avoid at all costs!!

Absolutely shocking company to deal with! We brought an Air4 Pro in December 2024. Went with Pure because it's UK based and the scooters looked like they were well built and company was reputable. In March we got an E3 fault. Sent it back to be repaired. Easy enough. However, come April, the fault has come back. Emailed Customer Service asking for a refund or replacement, to be told that neither is possible as it's passed their 30 day refund policy. When I asked to see the policy document I was given the link to their support hub faq. A few lines telling you how to return a faulty product and nothing else!! Under the Consumer Rights Act 2015 you are legally entitled to return a fault product for refund, after 30 days, as long as you have given the retailer one opportunity to repair the fault, which we have. Needless to say, this statement was completed ignored by the CS team and they just auto booked a collection slot for repair. The company is an absolute joke and strongly advise you avoid at all costs. I wonder if Lando Norris reads these reviews??

Date of experience: May 16, 2025

CL
1 out of 5 stars

Terrible experience

Terrible experience, like many customers of Pure on here, after a few weeks of use my son’s scooter developed a fault. We followed the process online and was provided a ticket number, saying “We’ll be in touch” almost 3 weeks now and nothing! I’ve tried the chat bot and sending additional emails and it’s just silence. Wish I’d have read these reviews before hand as now I’ve no confidence in the turn around time of the repair being acceptable or successful.

Date of experience: May 16, 2025

S
1 out of 5 stars

Paid for delivery - has not arrived

Paid for delivery, item was supposed to arrive Weds 14th but no delivery and no communication. No delivery on the 15th or the 16th. I am not sure what I have paid for regarding delivery. Shocking service. The tracking number guides you to download the Shop app and register just to find the details of tracking the package. Very poor experience.

Date of experience: May 16, 2025

JS
1 out of 5 stars

Very poor service and aftercare.scooter…

Very poor service and aftercare.scooter went in for repair.and has come back with the same problem.doesn’t look like it’s even been touched.wouldn’t recommend anyone to order.if this is how your treated

Date of experience: May 14, 2025

A
1 out of 5 stars

Poor Customer Service

I am disgusted with Pure’s customer service. My partners scooter was purchased in Feb and within 2 months, came up with an E2 faulty. We sent it away to Pure on the 24th April to be repaired. I have had nothing but trouble in trying to reach out to them regarding updates on the scooter. I have been told several times it was being looked at (which was weeks ago), but still no updates on when it’s due to be sent back. They have had it in their warehouse now for nearly a month. The only way of contacting them is via email (which I rarely get a reply back!!) Pure’s social media is run by AI, so unable to get any help or answers that way, and they don’t have a contact number, which has made this whole process difficult. My partners only way to work is by scooter, and their lack of support and efforts to speed things along has caused him trouble with getting to and from work. I’m still waiting on the scooters return and have no idea when that’ll be as I can’t seem to get a reply back from them via email. I’m extremely disappointed.

Date of experience: May 14, 2025

H_
1 out of 5 stars

This company is fraudulent and should be closed down by Trading Standards

I've been trying to cancel Order No. #PS395408 since the 22nd April 2025 but your customer service doesn't respond to anything. Order No. #PS395408 was returned to sender as it was rejected at the door. You don't have any visible telephone number and your reviews on Trustpilot are proof that you are con artists that sell low quality products and refuse to refund. Many people complain that you don't even honour your warranties correctly. If you don't refund me my money now I shall filing for the County Court to get my money back. I shall never be using your brand again and will be opting for another one in the future. You have contempt for your customers. Since it was returned to sender there is no need for a returns label as it's already been sent back by being rejected at the door. You will be liable for any fees incurred for legal action.

Date of experience: May 12, 2025

Ad
2 out of 5 stars

My scooter developed a fault after 4…

My scooter developed a fault after 4 months. I have been fobbed off by fin the bot and had no response. There is no phone number and way to contact a human. Terrible after sales service

Date of experience: May 12, 2025

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