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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.
My display unit on my flux one ebike has broken once again, 3rd one that has been sent out. I've sent them an email (30th April) to try and get a new one replaced and I've still not received an answer to my email, let alone getting a replacement. Can't call anyone and useless AI.
honestly i sent my scooter off for repair didn’t get it back till a month later and when i received it it wouldn’t even turn on never send your scooter off to be repaired by this company they will just make the issues worse and this ain’t the first time it’s happened i mean the customer service is absolutely appalling they couldn’t keep me updated on the scooters repair never gonna send it back to be repaired again.
Do NOT buy scooters from pure electric I paid £750 for a pure scooter to have it delivered faulty and have to send it back to have to wait another 2 weeks to have a new one delivered then that worked for a year before the throttle became faulty and upon trying to replace the throttle as no shops would offer repair services to fix them and then you will find its almost impossible to find any spare parts to fix the scooter yourself so you have to wait 24hrs to get some sort of reply from pure themselves but I'm on my third day and still no contact but pure do offer a way to have your scooter collected and repaired not before robbing £40 courier fee and then £20 diagnostics fee and then you pay for the repairs so in short if you buy a scooter from pure they make it impossible to do repairs at home before they rob you basically I also have screenshots of the unhelpful conversations with the ai on the pure website absolutely shocking
I bought an Air 4 Pro for my son, but it developed an E3 communication fault after three weeks, so I set about contacting Pure Electric for guidance.
This was not easy! They don't have a phone number to ring, so my first contact via chat was an AI bot called Fin, who is there to fend people off from actual support from a human being. Eventually, I was directed to email help@ and emailed them on 24th April.
As of the 7th May, I have received a replacement box to return the scooter. I have now been waiting a week for Manreet from Pure Electric to arrange the pickup....
Support is slow. Frustratingly slow.
Such a shame as the scooter seems well built and pretty solid.
What a disgusting company i bought a brand new pure air 4 pro off them i fully charged for 10 hours as stated in instructions it rode for 1.5 miles , they ignored my emails for ages then when I returned it refused to refund me I had to do a charge back with Mastercard to get my money back and they even tried disputing that ...pure air? Pure joke more like
Have contacted them three times both my husband and I regarding electronic fail within warranty. Purchased the scooter less than a year ago. Get an awful Bott that says it will get back to you. This was 10 days ago. My husband received a message from the Bott a few days ago saying we will contact you tomorrow and they never did. So frustrating as my son has been without his scooter and no response for 10 days. All we want is it to be collected and repaired under warranty as soon as possible so that he is not sad. We purchased from pure because we know the family that owns the company through school but the customer service site is so disappointing and frustrating. Repair req #4449070 26/4
Today I received a reply by email. It has been three weeks and we do have a different scooter by different make and they manage to pick that up within four days of reporting it faulty. However, this customer service using a chat bought is incredibly slow and has taken three weeks to reply.- here is the reply… –
Hi Anna, 👋
Just checking back in, let us know if there's anything else we can help with.
Regards,
Fin
Pure Electric
Just received this today, I don’t know how it helps me. My husband received a notification from DPD yesterday stating they would collect the scooter in three days. There was no notification from pure other than this.
The customer service is absolutely appalling, it’s painful, it’s time-consuming and extremely frustrating not being able to contact somebody other than a chat bott and in my case and absolute dealbreaker for buying from pure in the future as you are feeling left high and dry for too long.
Very bad bad scooter got a charging port problem, the company is bad at getting in contacting you, got a box to return back to them. Said Wednesday sill waiting sill no contact. And no phone number to ring, wonder why?
BRILLIANT! I sent my scooter back because it had an error message on the screen, so I got it back the other day and I look at it and it practically looks brand new! They put a bunch new things on there and I’m very very impressed, also the contact team were amazing as well, fast and problem solving!
Purchased this item for my son on the 6th April and its already broken by 21st April, seems the power cable has become disconnected. Not impressed as at £500 you don't expect this to happen within a couple of weeks especially as he has used it only a handful of times.
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