Customer service was great. AI chat bot was annoying at first but after successfully asking for a human to handle my request I was put through to Lee who was super helpful. I have a 2nd gen that was i... Näytä lisää
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Katso, mitä arvostelun kirjoittajat sanovat
Great service. Spoke to Maya, and she responded quickly, and got the problem resolved, shipped scooter out and delivered back within around 5 days. Great customer service, so thanks to Maya. Much appr... Näytä lisää
I highly recommend NEVER buying from this company. They intentionally delayed my warranty process until the warranty period expired.They sent their own courier to pick up my scooter. The scooter never... Näytä lisää
Yritys on vastannut
I dealt with Maya all the way through my repair. From first contact to the last I was kept fully informed as to the repair status of my Pure Air 6 scooter. it was dealt with extremely efficiently and... Näytä lisää
Yrityksen tiedot
Tietoja yrityksestä Pure Electric UK
Yrityksen kirjoittama
Picture this. Gridlock is ancient history. No one’s paid a parking fine in decades. And your scooter is the go-to for wherever you want to go. That’s the world we want to create. And it all rests on building a different kind of e-scooter. So convenient it fits into any lifestyle. So smooth and beautiful it makes every journey a joy. So powerful you feel superhuman riding it. We’re giving everyone the freedom to beat the streets.
We make e-scooters. That’s it. Which is why we’re so good at it. We reckon they have the potential to change urban transport forever. That’s worth focusing on.
Yhteystiedot
Wapping Wharf, BS1 4RW, Bristol , Yhdistynyt kuningaskunta
- help@pureelectric.com
- www.pureelectric.com
3,7
Keskitasoinen
15 t. arvostelua
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Hi just a quick note on customer…
Hi just a quick note on customer service at Pure Electric. Having previously leaving a message about how good my experience was I forgot to mention Nick at Pure Electric for his great help and communication.
Thanks again Nick.
5. toukokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Pure Electric UK
Hi Christopher, Thank you so much for your lovely update. We really appreciate you taking the time to share your experience again. It’s great to hear that Nick was able to support you so well — we’ll make sure your thanks are passed on to him.
If you ever need anything else, our team is always here to help.
⭐ 1 Star
⭐ 1 Star – Misleading range claims & poor customer service
I purchased an electric scooter from Pure Electric specifically because it advertised a 40.9 mile range. In real-world use I achieved just 11.3 miles on a full charge — a shortfall of over 70%.
This was with a 100kg rider (well within their stated 120kg limit), mostly flat riding, correct tyre pressure and some Eco mode use. This isn’t a small real-world variation — it’s nowhere near the advertised performance.
After contacting support, I was told the range is based on indoor laboratory conditions: flat surface, no wind, 25°C, 75kg rider, Eco mode at 15km/h. In other words, conditions no normal customer will ever ride in. This should be made clear before purchase, not after the fact.
I exercised my legal right to reject the scooter under the Consumer Rights Act as the product is clearly not as described, and since then communication has gone silent.
Instead of addressing the issue, they initially tried to push me into their standard returns policy with fees and mileage limits — which do not apply when a product is faulty or misrepresented.
At this point I am still waiting for a response to my last email.
Very disappointing experience. I would not recommend purchasing based on the advertised range figures
5. toukokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Pure Electric UK
Hello Mark, thank you for sharing your feedback. We are sorry to hear about your experience.
We understand how disappointing this situation has been for you and we are committed to providing you with full support throughout the process.
Our customer service team is currently reviewing your case to ensure you receive the best and most fair resolution and they will contact you as soon as possible.
Thank you
The Pure Electric team.
Doesn't even deserve 1 star
Doesn't even deserve 1 star. Bought the scooter for xmas for my son. Never worked from the get go, so you can imagine the disappointment. Went to curry's to try and return to which they said it had to go through the company. So got in touch with them. Took ages to hear back from them. Finally sent the scooter back and then heard nothing for 2 month. To the point I had to contact them. Then I got told they were waiting on a part. Again I waited weeks and had to contact them again myself. Nobody kept me in the loop. Then I was told pretty much it could he fixed but it is taking longer than expected. Again heard nothing so at this point I had enough and asked for my money back. I would not have mind but it was over £300. I had since bought my son a different scooter from another company as it is now April. (Some xmas present) then to be told it was passed the 30 days to refund but they would send a new scooter out. To which I said I did not want a new scooter after all the issues but they would not refund my money for a faulty item and have sent the scooter out which is an absolute waste of time and I am now over £300 down. Honestly the whole company is an absolute disgrace.
29. huhtikuuta 2026
Vastaus yritykseltä Pure Electric UK
Hi Rebecca, Thank you for your review. We’re very sorry to hear about the difficulties you’ve experienced and the delays you encountered throughout the process. We fully understand how frustrating this must have been, particularly with the scooter being a Christmas present.
We have reviewed your history, we can confirm that your scooter was replaced with a brand new one, and a complimentary D-Lock was provided.
If you are not satisfied with this outcome and would like to discuss it further, please do not hesitate to contact us again. Our team will be happy to assist you.
Super helpful company!
I have had the pleasure recently of dealing with Nick at Pure Electric due to a fault on my son’s scooter. He was extremely helpful and made the process of sending the scooter back a breeze. The scooter was collected from my front door and delivered back fully working to my front door in a matter of days. I can honestly say I’ve never dealt with a more friendly company when it came to fixing a problem. I will not hesitate to use Pure Electric again in the future, nothing was too much trouble and I was kept up to date throughout the process. My son is in love with his electric scooter so thank you Nick for all your help, an asset to Pure Electric!
17. huhtikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Pure Electric UK
Hi Alice, thank you so much for taking the time to share such a wonderful review. We’re delighted to hear that Nick was able to support you and make the whole process smooth and stress‑free. It’s great to know the scooter was collected, repaired, and returned so quickly, and that you felt well‑informed throughout — that’s exactly the experience we aim to deliver.
We’ll be sure to pass your kind words on to Nick; he’ll be thrilled to know he made such a positive difference. We’re equally happy to hear your son is enjoying his scooter again.
If you ever need anything in the future, our team is always here to help.
Excellent customer care from start to finish.
Excellent customer care from start to finish. Maya and Cody were extremely helpful. Scooter was picked up very quickly and was fixed in no time. We had it back the same week. I am very impressed. Thank you so much.
30. huhtikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Pure Electric UK
Hi Katalin, Thank you for your great review.
We’re delighted to hear you received excellent customer care and that Maya and Cody were so helpful.
Your scooter being collected, repaired, and returned within the week is exactly what we aim for.
We really appreciate your kind words.
If you ever need anything in the future, our team is always here to help.
Great product and fast delivery
Great product and fast delivery. Wonderful customer service by Maya and Samantha.
29. huhtikuuta 2026
Vastaus yritykseltä Pure Electric UK
Thank you for your lovely review. We’re delighted to hear that you were pleased with your product and that Maya and Samantha provided such wonderful customer service. We’ll be sure to pass on your kind words.
If you ever need anything else, our team is always here to help.
Three time they give me wrong scooter
Three time they give me wrong scooter. I ordered pure escape pro but the give me pure escape. I want to return my money.
29. huhtikuuta 2026
Vastaus yritykseltä Pure Electric UK
Hi Muzakkir, Thank you for your review.
We’re sorry for the confusion and frustration this situation has caused.
We’ve checked the serial number on the scooter you received, and it does match the model you originally purchased.
We’ve recently renamed this scooter range, and while the new name is now used on our website, some batches are still being shipped with the previous labels. This can understandably cause confusion, and we apologise for that.
Our customer service team will be in touch with you shortly to ensure you receive the best possible resolution.
Thank you
The Pure Electric Team
It was very relevant experience for me…
It was very relevant experience for me about my scooter was not working before I contacted pure electric i was going in for buyers but they cant solve my situation but after contacting with pure vith lisa she did very good communication with me she understood my situation and fix my schedule for collecting and everything very good i really appreciate with her and pure team thanks you 😊
28. huhtikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Pure Electric UK
Hi, Thank you for sharing your experience with us. We’re really pleased to hear that Lisa was able to support you so well and help get everything arranged for your scooter collection. It’s great to know her communication and understanding made the process easier for you.
We truly appreciate your kind words, and we’re glad the Pure team could help get things back on track for you. If you ever need anything else, we’re always here to assist.
Scooters are illegal in the UK !!!
Scooter is illegal in UK !!!
Police confiscates them and issues fines and points on your driving license !
DO NOT BUY !!!
20. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Pure Electric UK
Hi Andre, Thank you for your review. You’re right that privately owned e‑scooters cannot currently be used on public roads or pavements in the UK, and we do clearly state this on our website so customers are aware before purchasing. We understand how important this information is, and we always aim to be transparent about the legal guidance.
If you have any further questions, our team is here to help.
This is purely about the product I…
This is purely about the product I received, and not about the terrible service I receieved.
I ordered an Air 4 and it's just been utterly rubbish.
The product page states "Our most powerful motor deliver a peak of 710W, offering strong hill climbing capabilities and rapid, responsive acceleration to quickly reach a maximum speed of 25 km/h.".
I weigh 48kg and have never once been able to attain more than 20kph on level ground. *ANY* uphill climb is impossible as the scooter slows to a crawl and then when it drops below 3kph it needs human intervention.
I also have only managed to get ¾ of a mile around the estate before the battery went from showing 100 to completely losing any power.
29. huhtikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Pure Electric UK
Hi, Thank you for sharing your feedback and we’re sorry to hear about the issues you’ve experienced with your scooter.
To clarify, the range stated for our scooters is based on tests carried out indoors under ideal conditions — a smooth, flat surface, no wind, 25°C temperature, a rider of around 75 kg wearing light clothing, riding in Eco mode at 15 km/h, and with tyres inflated to the recommended pressure.
In real‑world use, factors such as rider weight, terrain, temperature, tyre pressure, and riding speed can all affect the actual range achieved, sometimes significantly.
If you would like us to look into your scooter’s performance in more detail, please get in touch with us at help@pureelectric.com, so our team can assist you further.
Had a fault/technical issue with a…
Had a fault/technical issue with a scooter which was just outside of warranty, so requested some advice on the likely cause of the issue.
Maya at Pure was very helpful in providing me the required info promptly, and also arranged for the likely culprit of the fault to be supplied, which arrived very quickly and did indeed fix my issue.
Very happy with the after sales service and comms considering it was also outside of warranty, so would definitely buy again. Aside this one issue the scooter has otherwise been faultless.
27. huhtikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Pure Electric UK
Hi Nick, Thank you for sharing your experience. We’re really pleased to hear that Maya was able to help identify the issue and arrange the part you needed so quickly and even happier to hear it resolved the fault. We truly appreciate your kind words about our after‑sales support, especially with the scooter being just outside of warranty.
It’s great to know your scooter has otherwise been faultless, and we’re glad we could help keep you riding. If you ever need anything in the future, we’re always here to assist.
Lisa wa great from the start to…
Lisa wa great from the start to finishing of the repair process. Regular updates along the way. Very happy with the after sales. Thanks.
28. huhtikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Pure Electric UK
Hi Chris, Thank you for your great review. We’re really pleased to hear that Lisa supported you so well throughout the repair process and kept you updated at every stage. It’s wonderful to know you’re happy with the after‑sales service.
Thanks again for your kind feedback.
Have had 3 scooters from PURE now and…
Have had 3 scooters from PURE now and ALL faulty, 2 sent back and now latest keeps stopping and throwing up error code. Their returns and repair department is rubbish and I just keep being passed from pillar to post, it is so FRUSTRATING. The motors overheat, but telling me this is my FAULT. Shambles, need to sort your back-up support, as I'm starting legal action against you to recover the cost of the most recent scooter, as clearly unable to contact me or sort the issue out. Very disappointing.
24. huhtikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Pure Electric UK
Hi Damon, Thank you for taking the time to share your experience. We’re very sorry to hear about the repeated issues you’ve faced with your scooters — we understand how frustrating and disappointing this must be.
Our aim is always to provide reliable products and clear support, and we’re sorry to hear that this hasn’t been your experience.
Our customer service team is currently reviewing your case, and we will come back to you with a resolution. We appreciate your patience while we work to put this right.
The Pure Electric Team.
If I could give zero stars I would
If I could give zero stars I would! Bought 2 scooters for my kids birthdays one fine other after using once plugged charger in it wouldn’t turn on at all left too charge a bit still nothing then charger started smoking in my kitchen which scared us all reported faults took pictures sent them too pure and explained I was going away in few days they proceed to question me for days to send me a empty box to return this danger hazard that could have set my house on fire with 3 kids in! Avoid avoid avoid at all costs no contact number just emails and zero support nothing. Disgusted!
UPDATE the scooter was NOT stolen it was left in shed as I told you I was going away but you persisted in sending a box too return it!!
23. huhtikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Pure Electric UK
Hi Luke, Thank you for taking the time to share your experience, and we’re truly sorry for the inconvenience and worry this situation caused, especially with young children in the home.
Please be assured that our scooters use a battery management system designed to protect against issues such as overcharging, overheating, and short circuits, and we'd only ever arrange a collection where it's been assessed as safe to do so.
We were disappointed to learn from your later message that the scooter and charger were unfortunately stolen before this process could be completed. This meant we were unable to inspect the charger and resolve the matter for you as we would normally aim to do.
If there is anything further we can assist with, or if you would like to discuss this in more detail, please do get back in touch with our team and we'll be happy to help.
The Pure Electric Team
Spare parts
Maya from Pure was very helpful and the service was very good. Received the parts quickly but the online bot isn’t worth speaking to.
26. huhtikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Pure Electric UK
Hi Richard, thank you for your review. We’re really pleased to hear that Maya was able to help and that you received your spare parts quickly. We’ll make sure your kind words are passed on to her.
We’re sorry to hear the online bot wasn’t helpful, we appreciate the feedback, and we’re always working to improve our support options.
If you ever need anything else, our team is here to assist.
Non Responsive Customer Service!
Bought a Pure 3 Pro and already, within only a few months and barely any use its stopped working. The error code shows it needs to be returned for repair. Now this would be great, especially as its covered by warranty, but guess what - Pure dont want to know. I guess there is no money in it for them now, despite emails and raising a support ticket - nothing! Terrible company with terrible customer service, never again! For anyone reading this or considering a Pure, read all reviews, isnt it funny they dont respond to anyone on here, why? They dont care, simple as that, they dont want to make things right after they've taken your money.
17. huhtikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Pure Electric UK
Hi, thank you for taking the time to share your feedback. We are sorry to hear about the difficulties you have experienced with your scooter, and we fully understand how frustrating this situation must be.
At present, we are unable to locate your case based on the information provided in your review. If you can kindly provide us with a few additional details, we will be able to look into your case thoroughly and assist you further. Alternatively, you are welcome to contact us directly, and we will review your case as soon as we receive your information.
Please be assured that we do care about our customers, and we will always do our best to work towards the most appropriate and fair outcome.
The Pure Electric Team.
Once I got through the chat bot I can’t…
Once I got through the chat bot I can’t fault the speed and helpfulness especially maya who organised the delivery of the spare part. Thank you
24. huhtikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Pure Electric UK
Hi Adam, thank you for your review. We’re really pleased to hear that once you got through the chat bot, Maya was able to help quickly and arrange the delivery of your spare part.
We appreciate your kind words and feedback.
Ordered a scooter via instant payment…
Ordered a scooter via instant payment rather than PayPal credit by mistake. ‘Lee’ at pure cancelled my order and requested a return and refund. He was very understanding and helpful. Scooter wasn’t delivered to me but was returned to pure. Refund was issued. Absolutely brilliant customer service. 10 out of 10. Thanks Lee and Pure.
18. huhtikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Pure Electric UK
Hi Stephen, thank you for your fantastic review. We’re really pleased to hear that Lee was able to help you so quickly with cancelling the order and arranging the return and refund.
It’s great to know the scooter was returned smoothly and your refund was issued without any hassle.
Thank you again for rating our customer service so highly.
Prompt reply and follow up was fantastic
7. huhtikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Pure Electric UK
Hi Jephta, thank you for taking the time to leave your review. We’re delighted to hear that the response you received was prompt and that the follow‑up support was fantastic.
Providing clear, timely communication is something we take seriously, so it’s great to know this made a positive difference to your experience.
We truly appreciate your feedback and are always here if you need anything else.
It was an absolute pleasure…
It was an absolute pleasure communicating with Nick during this time. Life is so much easier when people communicate effectively. Nick is a true definition of how to communicate! Nick you're an asset to Pure! My son's looking forward to receiving his scooter again! Nice one Nick! The best individual i have dealt with recently! Meandad Matthew
23. huhtikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Pure Electric UK
Hi Meandad, thank you so much for your fantastic review. We’re delighted to hear that communicating with Nick made the whole experience easier for you.
Clear, supportive communication is something we really value, and it’s wonderful to know Nick delivered that so well. We’ll make sure your kind words are passed on.
We’re excited for your son to have his scooter back and riding again soon.
Thank you again for taking the time to share your feedback.
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