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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.
The customer service from this company is amazing, a man called Edward helped me for around 2 weeks back and fourth emailing to try and help me fix my scooter. They reply quickly and do genuinely care about customer satisfaction. I will continue to shop with pure electric in the future .
Previously used?
I purchased the new Pure Advance+ scooter and it arrived super quick. The issue relates to the fact that it came with extensive paint damage from what looks like signs of previous use / accident damage. I asked them what can be done, and they offered me £20. I'm worried that this product is not brand new, as when I connect it to my phone via their app I'm unable to create a PIN to lock the bloody thing. This isn't good enough.
I'm pretty sure I've had one of the promo/display models that's been previously opened shipped to me.
I wouldn't be as annoyed, but I sold my Segway Ninebot E45E, so I have no alternate mode of transport to get to work.
EDIT
I've sent my Pure Advance+ back via DPD as Pure Electric said they would swap it out with a brand new one, and deliver the replacement ASAP.
I got a text message that their mechanic has looked at the original scooter and they have repackaged it and are about to send it back out to me...
understandably I called them and I'm now being told that it was a mistake and that a new one will be sent out once the new shipment of them has been quality assessed (I was lead to believe there is an issue with the new folding handlebars).
This is appalling, surely someone has performed some type of quality control?
it seems as though Pure electric have not only "revolutionised" their new scooter design, they have also incorperated a whole new raft of problems into their new e-scooter for us all to enjoy...
Suffice to say, I'm not made up about this.
Advance+ Faulty Brake Light
1. No email or update when to expect delivery, so first delivery was missed. Would've been helpful to sort this issue out...
2. Box had already been opened. Original wrapping was odd, protective stickers had bubbles under them (likely put back on after) or were in the wrong place -- the power button one was on the display 😑
3. Right-brake light is faulty, it does not turn on. I've updated all firmware, still nothing.
4. Irritatingly inconvenient service. I need this scooter this work week, so a replacement won't arrive in time. I've heard no update about my ticket -- which was sent straight after discovering the fault.
Their service is terrible.
Their customer service is terrible.
Their warranty is only 12 months with no way to extend this -- probably better to buy from Curry's. At least you can replace on the spot if it's faulty.
Edit:
And for a laugh their customer service offered me a £30 voucher exclusive to their store if I kept their faulty scooter. Mental.
Purchased the new Advance+, but new design means more attention needed to surroundings.
Buying the new Advance+ scooter was pretty easy, and having the ability to pay in instalments was perfect. However I personally find it far less sensitive to my turning than the old Air is. Probably due to their new front steering design, but it's much less responsive to trying to turn. This did result in a spill because of a lapse in user awareness, but the scooter was robust enough that in spite of plenty of cosmetic scraping it just needed the front wheel realigned and was perfectly fine. Well, minus the now obliterated plastic reflector strip on the handlebars. This is a keen reminder to always wear a helmet when using your e-scooter, as a spill at 15mph can do quite a bit of damage to your body. Just ask my sprained wrist!
After writing a review on Pure Scooter I received a reply from customer service.
They said that I can buy a box from their website for £15. Send the scooter back to them for £15 and then they will repair the scooter and I will pay for it!
The reason that it needs repairing is because of the design faults and bad advice that I received from the Pure store manager.
I was told to put a solid tyre on the scooter by the store manager because he said that the back tyres always pop due to a fault. Apparently, using a solid tyre causes the rear mudguard to crack (it has happened twice).
So far I have paid for 4 new inner tubes and the cost of having them fitted because they are VERY hard to fit. I have paid for a solid tyre and the cost of having the solid tyre fitter by Pure. I have also paid for 1 mudguard and the new one is now also cracked.
And now Pure wants me to pay them more money to fix the product which is faulty because of the generally bad design.
DON'T buy this product.
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