Pure Electric UK Arvostelua 

I needed a part for my scooter. I just explained which part i wanted. I didn't even send a picture of the part. Samuel was very helpful. He sent me a picture and asked if it was the right part. It was exactly the part i needed, and it was delivered to me a day later.

This company has been a pleasure to deal with.
Lisa has been amazing in answering all my questions and replying to me so quickly.
I also have a very happy son enjoying his new scooter which looks like it’s built to last. Great value.
Thank you Lisa for all your support. Will definitely buy from you again.

I am writing to express my anger and disappointment at what I see as a completely unfair situation that retailers like Pure Electric are helping to create.

I purchased an e-scooter in good faith. Like many people, I saw e-scooters being openly advertised and sold by major retailers such as Pure Electric. I also saw rental e-scooters operating in public. As an ordinary member of the public, that gave me the impression that owning and using an e-scooter was a normal and reasonable thing to do.

I have now had my e-scooter seized by police in Stevenage. I was arrested, later de-arrested, and told that my e-scooter will be destroyed. The scooter had significant sentimental value to me because I bought it as a Christmas present for myself using money connected to my late mother.

My complaint is not that Pure Electric sold me a faulty product. My complaint is that there appears to be a huge disconnect between the way e-scooters are marketed and sold and the reality of how they can legally be used.

If privately owned e-scooters cannot legally be ridden on public roads, pavements or most public places, why are they sold so openly to ordinary consumers? Why is there not a far stronger warning system that makes the restrictions impossible to miss? Why are people allowed to spend hundreds of pounds on a product only to discover that using it can result in police action and the vehicle being seized?

From my perspective, this creates a situation where law-abiding people can easily end up on the wrong side of regulations they never fully understood.

I appreciate that Pure Electric does not make the law. However, Pure Electric is one of the most visible retailers selling these products and therefore plays a role in how consumers understand them.

I would like to know:

- What information Pure Electric provides to customers regarding where privately owned e-scooters can legally be used.
- Whether Pure Electric believes the current legal position is clear and fair to consumers.
- Whether Pure Electric has raised concerns with government regarding the confusion surrounding private e-scooter ownership.
- What steps Pure Electric takes to ensure customers fully understand the legal restrictions before purchase.

I feel let down by a system that openly sells a product while placing severe restrictions on its practical use. I hope Pure Electric will take this complaint seriously and explain it's position

Hi
Had an issue with my scooter and from start to finish the service was excellent. Nick who dealt with the problem was in touch with updates when needed and done a great job fixing it for me .

Cheers iw

I have been trying to contact you for a warranty repair for 4 weeks. I used online chat and the contact form and have heard nothing. Online chat said I would be contacted with a collection date 3 weeks ago?! How do I get a repair? Do I need to do a chargeback on my credit card under consumer rights

I just needed new parts wheel tyres brake cable it was a good experience

This is the second time I got in touch with pure electric and they have been amazing again from picking up to fixing my sons scooter can’t fault this company at all the lovely Lauren was amazing thank you so much Sarah

Trying to contact them about a return

The quality was so much better than expected. Was definitely a great buy. Perfect for the price.couldn't be happier. Liked the delivery time too. Rapid as the scooter. Will recommend

Just received an order yesterday for my son’s birthday. Opens the scooter this morning and immediately an error E3 code is displayed and will not charge. Submitted contact form which has 3-5 day response time. No contact telephone numbers to actually speak to anyone. Disgusting service

Item was due to be delievred on the 30/5, today is the 4/6 & I have no communication, no movement on the order. Still stating the same thing.
I have been through their AI Agent multiple times, my son is now missing £200 from PURE ELECTRIC & no messaging from them or apology. I have tried to contact multiple times but dealt with their AI Bot every time which then states it needs to put me through to a human who never gets back to me despite multiple messages & chasing. AVOID them at all costs. Terrible customer experience & no end in sight, I will be contacting my bank to issue a refund.

I brought 2 of these scooters for my kids they absolutely love them they are amazing definitely worth the money spent over £700 on these would definitely be getting myself one of these , thanks to the pure team

Nick at pure electric made the support experience amazing. quick replies very helpful and getting the scooter back to me aka next day once repairs were complete.

Havent recieved scooter back from repair

Bought scooter from Curry's they were awful so contacted Pure direct.

Was contacted by Lee and he was utterly amazing and arranged a swift replacement for me.

Great service and thanks Pure... 5 star all the way..

My experience with pure electric team was a wonderful surprise. The staff who helped me deal with much of my issue was Lauren of pureelectric.com, she has gone the extra mile for me regarding matters of issue. Honestly very grateful for the way pure team has treated me and have already recommended them to people I know whom are also very happy they've treated me most decently. My future is pure™️ electric, very good company. Few issues with scooter but I'm certain they heard the flaws and ready to make changes, all in all I give them a 10/10 highest rating for customer services, and 8/10 for scooter issues which were resolved but still need attention.

I will never deal with your company again and I will not recommend it to anyone. You took my money and sent me a dead scooter that doesn't even turn on. The service doesn't respond to messages. Now I don't know how to return it. Terrible service!!!

Great communication also great delivery service

I have had a couple of scooters from PURE and the customer service is excellent. If there has ever been a problem with any scooter they have arranged collection, fixed and returned completely hassle free. They respond very quickly to queries and keep you up to date regularly. Amazing work.

I contacted Pure to try and source an item that had been long discontinued, Samantha went above and beyond to help me not only helping me find what I was looking for, but also help fix my sons scooter too! From 1 simple cover to 2 happy customers.
Samantha gave A++ customer service from start to finish, a true credit to the company.
Mr R Foster. Derbyshire