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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.
Bought scooter for Christmas and it stopped working within 2 days of using it. Returned scooter to be fixed. 1 month later this was returned to me with the front headlight snapped off and a side reflector missing.
When i raised this with the customer services team, they stopped responding to me. This was 2 weeks ago and still no response after multiple chasers.
Love the scooter but the after sales is horrendous. You can’t speak to anyone. Email take forever to reply. I bought the scooter from Curry’s in December and it stopped working in February so was outside the return window for curry’s. Made a warranty claim with pure. They arranged a DPD collection. DPD failed to collect and now I can’t get a response from Pure.
Koop geen pure als je geen bijna doodservaring wilt!!!
Ik was aan het twijfelen of ik deze review zou schrijven maar na dat ik dankzij mijn step van pure bijna het met mijn leven heb kunnen deze morge ga ik ze toch schrijven.
Ik kocht een step van pure een klein jaartje geleden. Deze stond na 3maanden in panne. Toen mijn step bij de garage stond hebben we gezien dat de controller compleet veroest was (onacceptabel!) dus er moest een nieuwe in. Klein werkje zou je denken. Niet bij pure! Eerst contact opgenomen met pure belgie. 1 enkele mail heb ik van ze gehad om te vragen welk type step het was. Terwijl in de vorige mail de volledige beschrijving stond met fotos van de step inclusief van de verroeste controller. Ik dacht zijn jullie mij nu in de maling aan het nemen ofwat??? Uiteindelijk contact opgenomen met pure UK. Letterlijk binne twee dagen antwoord en ging pure uk contact opnemen met hun belgische collegas. Uiteindelijk na een goede anderhalve week krijg ik van pure BE een antwoord met de factuur van de controller met de opdracht deze te betalen bij ontvangst. Garantie konden ze mij niet toekennen omdat ik niet meer in het bezit was van de originele factuur. Wat ik ondanks mijn frustratie wel ergens begreep. Uiteindelijk na 3maanden eindelijk de controller toe gekregen zonder dat ik deze moet betalen, wat iet of wat positief was. Controller er in en nu doet die step heel raar. Hij remt niet meer op de motor, heeft moeite met een vaste snelheid te behouden, scherm valt regelmatig uit en soms stopt de step ook plots met rijden en gaat de batterij dubbel zo snel leeg. Rijbereik is gedaald van ong 30km naar amper 15. Ik denk dat ze mij gewoon de verkeerde controller hebben opgestuurd en ben niet van plan om nog eens 3maanden te wachten of meer. Deze morgen tart alle verbeelding, de step sloeg volledig op hol. Hij bleef maar snelheid maken een goed stuk boven de 30kmph remmen lukte niet omdat hij maar bleef gas geven. Daar stond ik dan, in het middan van een baan waar je 70kmph mag rijden terwijl alle auto groen hadden en ik rood. Bijna omver gereden door 3auto en een vrachtwagen die mij moesten ontwijken omdat ik als een gek de baan kwam op gevlogen.
Kortom koop u zelf geen pure als u leven je lief is! Ik heb nog nooit zo een grote rommel in huis gehad. Ik had hiervoor een xaomie en heb daar nooit problemen mee gehad, 2 jaar lang! Slechte kwaliteit en de slecht service laat mij iedereen ontraden een pure te kopen. Ik kan niet veel goeds vertellen over dit bedrijf enkel dat pure UK wel weet waar ze mee bezig zijn. In belgie is dat omgekeerde wereld. Spijtig.
i brought a pure air 4 pro 6 months ago and it broke a months ago because there was a cable issue and i checked it could not figure it out so i returned it to pure and it took around 3 weeks for me to get my scooter back i finally get it back 6 days later it shows on the screen E3 which means there is a cable issue and i know i used it carefully so i complained and they said they will fix it for me but i am not intrested in a new one all the pure scooters are really bad and they don't wanna give my money back . DO NOT BUY FROM PURE ITS TERRIABLE QUALITY i would recommend ninebot scooters
NUMBER 1 BECAUSE THEY ARE CRAP QUALITY AND THEY HAVE PROB THE WORST SERVICE ON EARTH U EMAIL THEM IT TAKES AT LEAST 5 WORKING DAYS FOR THEM TO REPLY they dont even deserve a star
This must be the first review I've left for something in years. Scooter initially was fine then a few months later, the tyre had a hole in it, no problem, just get a new one. No. I ordered one in November, it's now February and they still haven't sent one, I've emailed multiple times over 3 months, had one reply in December to say they'll send one out and that was it. There's no number to call or person to speak to and it feels like there's one person manning the emails for the company. Things break which is fine but Pure not resolving inevitable issues is a massive worry. You're better off going to somewhere like Halfords or local dealership
Over a week I’ve been waiting just to find out about getting a replacement reflector!
First Fin replied 11.02.25 via pure electrics help email, then Emily 12.02.25
18.02.25 still no reply! I hate to think how long a more technical issue would take to sort out!
Order a charger and haven’t received it considering I paid £2.99 for next day delivery. Company have not responded to my emails nor is there a number to contact them.
Pretty ridiculous, going to have to contact my bank.
Brand new & expensive Air4 Pro broke within a few uses, never used in rain, kept inside the house, very disapointed for a scooter of this price & build quality.
What worse is the after sales, as i bought direct from Pure, there is no phone number, the email replies are slow, the repair process is slow, should of bought from a local store, never again.
After my last Scooter lasted a few years and was reliable and customer service was great the first time round I have been left with an awful experience this time round, my friend heard my last scooter finally died (motor gave out and I didn't have the money to replace it) he got me a new Scooter, the Pure Air 4 Pro Boost
When I set it up, it felt sturdy and initially I absolutely adored it, it was faster, went further per charge, perfect for commuting to and from work (I'm a Chef who has limited mobility and sadly long gone are the days I could comfortably walk home when I inevitably missed my last bus)
After a week it cut out, the rear light would stay on and that was it, it wasn't the connection in the stem come loose so I got in touch and was initially told it would be about 10 days before I had my scooter back
Sadly this wasn't the case, I waited from the 18th/19th of December until 9th January to get it back...
I emailed a couple of times and got some blunt replies but also got ignored on a couple of occasions
Finally get my scooter back and it works for a little bit and then the same problem has reoccurred
This scooter is a £569 scooter... I really would expect better
I have tried to contact Pure on multiple occasions but for over a week now the phone lines have been down with no explanation, I submitted a ticket through their website and no reply
I tried their chat bot also to no reply
Ultimately I am beyond angry and upset, this scooter is my lifeline to be able to get to and from work and get me from A to B and have my independence and after £569 I'd expect better customer service, I only went with Pure again because of the great experience the first time round and the CEO or owner is putting out videos about how great this newer range is and how much more reliable it is... What a crock.
Absolutely laughable at how bad this all is.
I'm going to be contacting trading standards as I've been left with a very expensive metal ornament/eyesore in my living room and I'm now in a position I'm not able to replace the scooter for another brand.
Wish I had gone with another brand now I'm beyond unhappy
I want a resolution to all of this as quick as possible and maybe if you make things right I'll edit this review, until then though it's a big fat AVOID AVOID AVOID
Basically feels like a scam. Happy to take your money for faulty goods.
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