Pure Electric UK Anmeldelser 

Kind conversation and successful Problem resolving

I am extremely disappointed with the level of customer service I have received from Pure Electric.

I submitted a return request to exchange the incorrect charger I received (**Charger 1.5A 54V for 36V Battery – EU Plug**) for the correct **Charger 2A 42V for 36V Battery – UK Plug**. Despite submitting the return request and waiting for an update, I have received no communication regarding when the item will be collected or when the exchange will be processed.

The complete lack of communication has been incredibly frustrating. A simple update would go a long way, but instead, I have been left chasing for information with no indication of when this issue will be resolved.

As a result of the woefully slow exchange process, I am now in the position of having to spend more money by placing another order just to obtain the charger I need so I can continue using my scooter. This is an unnecessary expense that could have been avoided had the exchange been handled promptly.

I expected far better customer service from a company like Pure Electric. At the very least, customers should be kept informed about the progress of their returns and exchanges. Until this experience is resolved, I cannot recommend Pure Electric based on the after-sales support I have received.

We have bought the pure air 5 pro scooter itself is fine , i did find against younger generation that these scooters are unpopular in their opinion leaving my son wanting another scooter very quickly over comments regarding the price and slower speed against his friends scooters. However good sturdy scooter does quickly need general repairs.

My complaint isnt with the scooter as such but with service, repairs within 4 months there was general wear and tear of tyres and brake cable . its £20 for delivery costs up front to then get billed for repairs that it didn’t even need ,we had a broken brake cable and ended up with mud guards replaced and various cosmetic repairs at my expense. Takes way longer than the 10 days more like 3 weeks.

Next repair needed is under warranty and they voided the warranty and again gave a large bill of £400 worth of repairs more than scooter is even worth , in dispute and customer service takes days for each reply this scooter will be in a while until we come to resolution around the warranty or sent back with no repairs when company states the work is under warranty.

Scootz is a listed repair centre on pure electric website however pure take no responsibility of this is parts aren’t genuine parts for the scooter hence my warranty dispute.

Due to customer service i would recommend avoiding this company.

Ordered a charger. But change of circumstances meant that when it arrived I know longer needed it.

It’s been now 9 days and I can’t even get a reply to my request to return it.

Nothing. No phone number. No reply’s to emails. Live chats. Nothing

Great for buying terrible for trying to get hold of anyone, i brought a Grade A Refurb , not even 12 months old motor gone down and no one to get hold of, if your reading this pure ring me 07873870498

Stay away from this company

They delivered us a broken scooter and then accepted the return but then swiftly retracted. We have already returned the scooter twice for repair and they claimed it was a grade A hardly used. Much to be desired!

Amazing service the charger broke for my pure air 5 ultra suspension few emails and my problem is sorted im so happy hope to see my charger in the post soon
Thank you
Ben

Had an issue with my e scooter. Lisa from pure was amazing and had it sorted very quickly. Highly recommended

Lisa was very helpful. Professional and responsive.
She resolved my issue without any hassle or delay

Im fed up with this nosense its broke in first 3 monts pure send my invoice asking 180 £ for repears refuse waranty as usual wean all pars cost les then 30 £ all screws are of aliuminum wean ever u unscru ones is gone. Hall sensor burned out wire got cut swing arm broke its rubish the company is mess nothing more. Back wheal wire is l915ag hall sensor is from MAX2. Thay deliver fas as fast as refuse waranty. This wass las time i ever bouth somthing from them thay sell tire for 30 £ wean u can order axacly same just for 15 £ from china. Same thing as thay advertise scooter that it have 1200 watt wean its only 1100 watt peak. Same bs with range clame up to 90 km wean u bearli make 50 at the best. Its scam

I purchased a Pure Electric Pure Air 5 Pro from Currys Aberdeen on 21/03/2026. The first unit overheated and was exchanged after just 8 days. The replacement unit also has serious issues — abnormal battery drain and motor overheating.

When I contacted Pure Electric support, they responded with generic tips about tyre pressure and riding style without physically inspecting the scooter. Their “specialist” made assumptions about my riding style remotely, claiming I was riding too fast — despite me riding in Normal mode on a flat road at standard speed.

The box states 40km range. In real conditions (Normal mode, flat road, 36 PSI tyres, 84kg rider — within their 120kg limit) I get approximately 25km. When I raised this, they sent a template response about “ideal test conditions” and then tried to close my support ticket without resolution.

Two faulty units, no repair, no refund, ignored complaints. I am now escalating to Trading Standards Scotland and Currys head office.

Shocking sell you faulty scooters so you have to pay out more £10 for box

Sent scooter back with a problem , it’s been returned and I’m missing some screws which holds the handlebar to the stem . There were only 2 screws in the box as there should be 4 , and they were just chucked in, I have emailed several times asking for some screws and I haven’t had any response. Sent scooter back with a problem , it’s been returned and I’m missing some screws which holds the handlebar to the stem . There were only 2 screws in the box as there should be 4 , and they were just chucked in, I have emailed several times asking for some screws and I haven’t had any response. Sent scooter back with a problem , it’s been returned and I’m missing some screws which holds the handlebar to the stem . There were only 2 screws in the box as there should be 4 , and they were just chucked in, and the leaver for the bell was broken,I have sent pictures and emailed several times asking for some screws and a new bell leaver and I haven’t had any response.

can't thank Lee at Pure enough for the outstanding customer service I received.

After my scooter developed a second fault, completely unrelated to the original repair, I contacted Lee, who immediately took ownership of the situation and arranged for the scooter to be returned. From start to finish, he made the whole process straightforward and completely stress-free.
The repair has been carried out to an exceptionally high standard. I've now tested the scooter, and it rides perfectly—it genuinely feels like new again. It also looks as though a completely new handlebar assembly has been fitted, with improved Allen bolt screw holes that provide much better engagement when tightening the screws.
I was also impressed that Lee identified a damaged deck during the inspection and took the initiative to repair it, even though it wasn't the reason the scooter was originally returned. That level of care and attention to detail really demonstrates his commitment to customer satisfaction.
It's rare these days to receive customer service of this standard. Lee kept me informed throughout, resolved the issue quickly, and returned the scooter in excellent condition.
A huge thank you to Lee and the team at Pure for their professionalism, excellent workmanship, and first-class support. I wouldn't hesitate to recommend Pure to anyone.

Chris Dwyer

I answered few questions sent few photos and next min you know they sent dpd to collect my scooter I got it back in few days with my request fixed and sorted. Thank you very much technician FORTUNATO YOU DID A GREAT JOB..VERY GRATEFUL

The service provided by Pure Electric and Lisa my point of contact was excellent. Prompt response to all queries and a fast and efficient service. Could not fault the customer service, thank you Lisa

I ordered a scooter before 1pm on Tuesday and received an email shortly afterwards to say that the product had left the warehouse and was on it's way. Two days later, the scooter still hasn't been delivered and there is no update on when it will be.

I have tried to contact Pure Electric to get an update on this. There is no number to call to speak to Pure Electric and the chat function on their website and emails to customer service are answered by AI bots who were unable to provide any update.

Putting the DPD tracking number provided into the DPD website generates an error message saying that they can't find that tracking number.

This was ordered for my son's birthday on Friday and now he won't have a present on his birthday.

Bought a used grade A pure electric escape pro+ from the Pure web site outlet. Delivered promptly and looked like new. My 14 yr old son used it every day for 6 weeks clocking up nearly 500km and loved it. Then it broke showing an E7 fault. Contacted pure support and had the scooter collected from my place of work on a Wednesday, had a reply on the following Monday saying the motor drop out had failed and they were going to replace the scooter. Had a new scooter delivered one week after contacting support. It is in even better condition than the one that has been replaced. Excellent service, promptly dealt with our issue. Can't thank Lisa at customer support enough.

Our scooter had a fault. I emailed Pure and Lisa responded to me via email. She sent a box and such clear instructions on how to pack it to send it for repair. She emailed me every step of the way and this is absolutely the best customer service I have ever received online. I usually like to speak to a person but I didn’t need to as her communication was fantastic. I hope I don’t have any more issues but if I do I know it’ll be sorted quickly and efficiently.

The advertised performance of these scooter is just pure fantasy, this is the advertised performance
Maximum Speed: 15.5 mph / 25 km/h
Maximum Range: Up to 40.9mi (65.8km)
Max Hill Climbing Gradient: Designed for 19%
In reality you are lucky to get 10 miles range and they come to a standstill on all but the smoothest and shallowest of hills no where near capable of 19%, tried to ride up crank road (WA11 8RA) which has a max gradient of 14.5% and there is no chance your pushing most of the way. Save your money and just get an Amazon special as they perform just the same.
Oh and you only get AI answers to your emails.