Review Time
I have had a nightmare experience with Dpd that completely messed up on a collection and delivery.
However thanks to Nick and his team they have not only resolved the issue, but been absolutely outstanding taking the stress out of getting my product back from Dpd. Nick’s communication to me has left me reassured and confident that I will get my item back. Thank you again for all your help.
So having the scooter for less than a year, it unfortunately broke, however after getting in touch with Pure and getting a response from Nick the scooter got sent off and repaired. Couldn't ask for more, he ordered a box so I could send the scooter back for repair and kept me updated along with another colleague. The issue with the scooter has been repaired, and im over the moon. Thanks to Nick and everyone at Pure.
Nick has been amazing from start to finish.
Had problems with a scooter was sent back and forth 4 times and wasn't fixed was given a refund for the fixes I paid for and a scooter as good will so thank you very much :)
I purchased a Pure Air 5 Ultra just before Christmas. Unfortunately, the scooter developed a fault immediately on first use, where the display would show a battery/charging icon and the throttle would cut out, making it unusable.
That said, I want to give credit where it’s due. Once I got in touch, Nick at Pure Electric handled my case professionally and calmly throughout. There were some delays around the Christmas and New Year period, but once the scooter reached the workshop it was diagnosed quickly as a firmware issue, updated, and fully tested before being returned.
Nick kept communication clear, confirmed the work carried out, ensured my warranty remained valid, and also arranged a £30 goodwill refund, which I appreciated given how new the scooter was.
The situation itself was frustrating, especially with the fault happening straight out of the box, but the customer service recovery was solid, and Nick in particular dealt with it well. Since the repair, everything has been explained clearly and handled fairly.
Overall, great scooter when working and good customer support when things go wrong — just disappointed it failed so early.
Fantastic Performance! The hill climbing ability has significantly improved thanks to the new suspension system. Living in a valley and having three similar scooters, I can confirm the enhancements are impressive. It would have been a perfect five stars, but the headlight arrived cracked. As a gesture of goodwill, the company is sending me a replacement light, which I’ll need to install myself.
I recently received my scooter, and while there was an issue with a noisy charger, the customer service was exceptional. The representative addressed the problem with excellent communication, providing quick email responses, and the replacement charger arrived promptly. Their top-notch service made a lasting impression, and I strongly recommend this service. A big thank you once again!
Once the tyre bursts, you'll want to dispose of it, but you'll find that the price has been slashed by nearly half compared to what you paid a month ago, severely affecting any resale value. I'd steer clear if I were you.
Update on my previous review from November 27th – I'm delighted to have my scooter back, and the service was prompt. It was collected on December 5th and returned by December 10th, although it could have been done 4-5 days sooner. The representative provided excellent customer service, assisting in rescheduling the pickup multiple times due to the delivery service's errors. They inaccurately claimed to have collected the scooter; one time it wasn't ready, and another time they went to the wrong address because the driver struggled with the GPS. When I contacted the delivery service to request a different driver, their customer support was not helpful. Despite these challenges, the representative made the entire process manageable. He was quick to respond to my emails and gave clear updates about the delivery service's situation. A big thank you to him – wishing you and your family a joyful holiday season!
I recently received my scooter, and there was a concern with the charger being noisy. I reached out to the support team, and a representative took care of it. The communication was outstanding, with prompt email responses, and a replacement charger has already arrived. I'm very impressed with the first-class customer service and would highly recommend this service. A big thank you to the representative!
This is an update to my earlier review from November 27th – I'm delighted to have my scooter back, and the turnaround was quick. It was picked up on December 5th and returned by December 10th, though it could have been back 4-5 days earlier. The representative provided exceptional customer service, assisting in rescheduling the pickup three times due to the courier's errors. They mistakenly claimed to have come to collect the scooter, but one time it wasn't ready, and another time they arrived at the wrong address due to GPS issues. When I contacted the courier to request a different driver, their customer service was unhelpful. Despite these challenges, the representative made the process manageable. They were prompt in responding to my emails and provided clear updates regarding the situation with the courier. A huge thank you to the representative – wishing you and your family a merry Christmas and a happy New Year. Best regards, Anthony.
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