Purism, SPC
Reviews and Complaints

Purism is a total scam! They won't give me back my money for the Librem 5 I ordered. I'm gonna take 'em to court and report 'em to all the fancy agencies that can do something about it.

I ain't been able to use the phone, the battery don't last a day (even when I don't use the phone at all). The fact that they got a 30 day return policy on a $2,000 product is mind-blowing. I now got a system error code on my phone. I've had nothin' but problems with their phone.

I ordered my laptop, the libram 14 V1, on March 3rd. It's been almost 4 months now, and I still haven't received it. They keep apologizing and giving me excuses for the delays. I'm starting to doubt if I'll ever get what I paid for. Even their refund policy has changed, making it easier for them to delay refunds. I'm really disappointed because I spent around $2,600.00 on this and I was hoping for a reliable company. If I do end up getting my laptop or a refund, I'll update this review.

I bought the Librem 5 *** cell phone with 128 GB Memory card. I sent it back within the 30-day return time for a refund 'cause I wasn't happy with how it worked. It's been more than 90 days now, but I still haven't gotten my money back. I've emailed the sales person multiple times, but no response. They did acknowledge that they received the returned item within the allowed return period. I've sent follow-up emails every 30 days, and they've acknowledged each one. I even complained to the CA attorney general, but no response from Purism. It's pretty clear that this company ain't ethical.

I was told that I would be gettin a refund within a few weeks from purism but they have refused to give me my money and it has been 6 months. They sold me a phone years ago that has never come to fruition. There was delay after delay, some of which was beyond their control but they never communicated in a meaningful way to their customers. I have filed a report with the *** attorney general for fraud because I am bein illegally withheld from my money. I suggest others do the same. I purchased a product not a crowd fund like they keep lyin about. I purchased a specific phone and they never delivered and now they refuse to respond to my emails even though they said they would help me in a few weeks once my order came up in the line. This company is the worst that i have ever dealt with. They must be stopped from defraudin any more customers.

(the following is my experience and associated opinions)

On June 21, 2023, I purchased a Librem 14 laptop from Purism, SPC. Barely a month later, I began experiencing an unsolvable charging issue.

While seeking a solution, I found multiple complaints echoing my issue across various platforms, including Purism's forums, the Better Business Bureau, Reddit, and the Complaints Board. This pattern suggests that my laptop's issue isn't an isolated case but rather a widespread defect in the Librem 14 model.

Upon contacting Purism, they offered to replace the defective motherboard but declined my request for a refund, standing by their company policy. However, I argue that the extent of the charging issue classifies the laptop as defective under several consumer protection laws.

First, the Magnuson-Moss Warranty Act, which protects consumers from products that fail to meet certain standards of quality and performance. In this case, the laptop's chronic charging issue significantly undermines its utility.

Second, the Uniform Commercial Code's principle of 'implied warranty of merchantability,' which stipulates that a product must be fit for its intended use. The persistent charging defect clearly breaches this principle as it interferes with the laptop's primary function.

Third, the Utah Consumer Sales Practices Act (UCSPA), which guards against unfair or deceptive acts in consumer transactions. By consistently declining my refund request and offering a repair as the only recourse for a recurring defect - one that seemingly plagues multiple units - it can be argued that this is an unfair practice.

Lastly, the Federal Trade Commission (FTC) regulations, which prohibit false advertising. If Purism intentionally downplayed or obscured this charging issue in their marketing, it would be a violation of these regulations.

Though I've agreed to the repair under protest, I've reserved my rights to pursue further action if the issue persists. I've diligently documented every step of this journey, including all communications, receipts, and photographic evidence.

Purism advertised the Librem 14 as the 'first 14” laptop designed to protect your digital life,' promising robust security, privacy, freedom, an Intel processor, energy-efficient graphics, and superior battery life. However, my reality was starkly different: a defective product that barely lasted a month, thereby falling short of the promised 'years of coreboot development.' The advertised energy efficiency, superior graphics, and battery life were made redundant by the faulty motherboard. The lofty promise of lightning-fast application processing was unmet, as the defective hardware rendered any process impossible.

Given these discrepancies between Purism's promises and the product's performance, I suspect potential misrepresentation and am currently taking every available course of legal action I can to receive a refund for a defective product. I'm informing every site I come across that's had similar reports from other consumers of the defective products Purism appears to be knowingly sending out; and the unnecessarily difficult process of getting a refund, if at all, that every consumer in similar situation has had to go through.

When individuals challenge corporations alone, our influence may seem negligible. I imagine my attempts to get CEO Todd Weaver and Purism "support" to give me a refund for an obviously defective laptop amused them greatly. However, when we unite as consumers, our collective power can compel even the most formidable companies to do what's right. Purism, is fundamentally sustained by consumers like you and I, they've lost sight of that fact, we have the collective strength to steer it back or, if necessary, dismantle it in its entirety in favor of businesses that genuinely care about providing quality products void of defects.

I bought a phone from the company eon October 1. I was informed that I would be getting the phone the same year the next month or so. I contacted the company and they said that I will not be getting my phone at the earliest in 2 years, maybe more. No expected date. I have asked for a refund since this is not what was advertised. The company sent no response. Phone's hardware becomes old or obsolete in about a year. I do not think it if fair for me to get a brand new phone with the same hardware from over two years ago. The phone is already obsolete before I receive it and before it is even shipped and is no longer what I needed it for.

I have ordered a Laptop on 13th August . After the company told me that the delivery delay was increasing considerably, I canceled the order on 30th September and asked for a refund.Purism sent an email saying It would have required several (?) weeks to have my refund issued. As of today the refund has not been received and the company just says it will require more time.I am planning to involve a lawyer but I will definitely need to address a *** lawyer because I don't think my Italian lawyer can handle a court procedure in *** without a *** correspondent.Hopefully you can suggest me the best option I can go for to address such a problem in . Thank you and best regards

I ordered a laptop on 1/8 and paid $1,764.26 with my credit card. The laptop hasn't arrived. I requested a cancellation on 10/7. Purism promised a refund within 40 days, but it didn't happen. I followed up on 8/21, and they said it would take 2 more weeks. As of 9/8, I've received nothing, and now they're saying 2 more months. I suspect a scam, as others have reported similar refund issues with Purism. Assistance is appreciated.

I purchased Purism Librem 14 laptop online on June 15. Since I did not receive the product within their provided shipment time I contacted them multiple times about my order update. Every time they either said it is 2 weeks away or said that they do not have any ETA on my order. So on September 11 I requested them to cancel my order and issue a refund. I received an email from them saying that a ticket has been created for cancelation of my order and I should receive a refund but it will take several weeks to process the refund. I waited for several weeks and contacted them multiple times about the refund status. On October 18 I received an email stating "From finance department they replies that they will need *** more weeks for your request. Sorry for the delay". It is the second week of January 2022 now and I have still not received my refund.

On June 6, I placed an order from Purism for $1,701.99. I was given a 2 month shipping estimate.About 4 months later, after not being able to wait any longer, on October 1st, I canceled my order.On October 18th, I emailed their support to note that my order was still marked as "awaiting shipment" and that I hadn't received my refund. I was told "I've confirmed your order is cancelled and your refund is on queue to be processed, be advised processing times are currently extended and they may take up to several weeks for our finance department to process them."Over 4 months later and I still haven't received a refund for my purchase. My order from 8 months ago, which I canceled 4 months ago, is still "awaiting shipment".My order number was #Purism_[protected]. All support emails took place with ***.I just want my money back.

I had originally ordered a laptop from this company, but it took them so long to ship (months) that I ended up buying a different laptop elsewhere instead. When Purism finally emailed me to confirm my address before shipping the laptop I'd ordered, I cancelled and asked for a refund (by their policy they didn't allow for refunds before shipping, since I had pre-ordered the laptop.) Given when I cancelled I expected a full refund towards the end of July/beginning of August, but it's now mid-October and they are still delaying my refund indefinitely. I tried to dispute the charge with my credit card company but it's been too long since the charge date and they refuse to do anything. I just want to get my refund, and judging by stories like https://www.reddit.com/r/Purism/comments/prcux5/librem_5_and_no_refund_how_can_you_get_your_money/ I'm not the only one with this problem. I just want to get my refund!

On February 28th I paid for a cell phone with service from Purism.Since, I have had over 30 emails with this company regard this unfulfilled purchase of a cell phone.Purchase details are as follows:[Order #Purism_[protected]] (February 28)Librem 5 Cell Phone $799.00Librem 5 Modem - BM818-A1 *** $199.00Librem AweSIM $99.00Privacy Screen for Librem 5 (Evergreen) $29.00Purism OpenPGP Card $15.00SD Memory Card - 128GB $29.00Subtotal: $1,170.00 Shipping: Free Shipping Tax: $90.67 Payment method: Credit Card (Stripe)Total: $1,260.67 On August 6th Via Email contact They pushed delivery out to 1st quarter of 2022 October 26th *** a series of continued email communications they continue to push out the agreed refund and are now saying can't refund till July 2022. Which is over a year from original purchase date.

Transaction date: 13 February, $599 Order number not provided. Over three and a half years ago, I ordered a phone in development from this company, expecting delivery within a couple of years. The delivery has been repeatedly delayed for various reasons, and customer support refuses to provide a refund. I acknowledged the possibility of delays as an early backer, but after over a year without delivery, my patience has worn thin. I am now requesting a refund of $599 from Purism for failing to deliver the product in a reasonable timeframe. Thank you for your time and support, Dakota

-Bought laptop and security key from business called Purism in January in the amount of $1,483.62. When I received it the key was not compatible with the laptop. -I sent many emails to company and dealt with same tech over several months who was rude, not helpful, and provided instructions that led to dead ends. Seemed like he was trying to stall time. -I sent the laptop and key back to the company and had to pay extra $150 plus shipping to get new operating system installed. -When I got the laptop back I did not use it very often but when I did, I noticed that the battery would drain drastically with minimal use, audio was extremely low/almost muted even when turned up as high as possible, and I cant watch/ stream movies because it glitches constantly and continues buffering and loading. -Again reached out to company to see about returning the item for refund as receipt lists 1 yr warranty and website says 1 yr warranty possible. Company tech not responding to refund request.

I bought a computer on Feb 11, 2021. They stated shipping starts March. I did not receive my computer in March and asked for a refund. They said that they could not refund me until the computer went into the shipping queue. I emailed again asking when it will be in the shipping queue. He stated that it will be late May. I emailed again June 1st. He stated it should be shipped on last day of June. June past. I finally received an email July 5th that the computer is in the shipping queue. I emailed again asking for a refund. They sent my request to the financial department. 4 weeks past and I've received no refund. I then emailed again on the status of my refund Aug 3rd. He stated they're delayed & are getting into the holidays and will send my request again.(?) further telling me that it will be 2 weeks to process in the queue and another 1-2 weeks to be completed.(?)I have received no refund and it as been over a month later. This has been an 8 month process.Help would be appreciated

A Laptop LIBREM14 Version 1, plus component, this was purchased on the Company site https://puri.sm/ on May 6th, (please find proof of purchase attached to this), with Invoice # Purism_[protected], Order total: $3,422.13. I havent received my purchase, NOR did I receive any correspondence from Purism to give me any updates regarding my order. I took it upon myself to do a bit of research to find out that the Librem14 Version 1, that I ordered was undergoing supply chain issues and would possibly take longer than expected. Ive tried on many occasions to solve this matter, this Company has been sitting on my money illegally, their promises to deliver merchandise are hollow. We have been sending emails to one of their *** Representatives, ***, and on January, 27th, 2022, I specifically asked for a refund, he reassure me that this will be processed by their finance department, this has not happened yet, this is totally unacceptable. I just want my money back.

On Feb. 25, 2021 I ordered a Librem 14 laptop from Purism. The order number is #Purism_[protected]. I paid a total of $2,135.83. The order was a preorder and I new it would take a few months for the laptop to arrive. In June, I emailed the company regarding the status of my shipment. I was told my laptop would ship the first week in July. In the first week of August, still with no laptop, I requested a cancellation of the order and a refund. I was told that my order was cancelled and a refund was forthcoming, but that it may take "some time to process." That email was on August 4th.I have yet to receive a refund. I have been emailing the company repeatedly and the only response I get is that my request has been forwarded to the finance department. I have no recourse with my credit card company because of the delays of Purism. It has now been close to a year since the original order and I still haven't received a refund nor heard anything from the company. I have all the emails regarding this issue, dating back to the original order and will do everything to assist in this claim. I have not attached the emails because they are not in an accepted format as specified below but I would be happy to provide them if need be.Thank you in advance for your time.

I purchased a Librem 5 phone and accessories from Purism on April 29th, to the tune of $1,058.26. By July , I had not received my purchase, NOR did I receive any correspondence from Purism to give me any updates regarding my order. I took it upon myself to do a bit of research to find out that the Librem 5 that I ordered was undergoing supply chain issues and would possibly take months to a YEAR to ship.On July 19th, I emailed Purism customer support (I spoke with *** and *** and I specifically asked if I would receive my order sooner if I were to upgrade to a Librem 5 USA ( more than $1000 upgrade, but the website said this particular phone was in stock and supply chain is *** based) and I was told by *** that I would receive my phone within approx. 2 months if I were to upgrade.I upgraded to Librem 5 USA on July 21st, paying an additional $1398.94 ( I spent $2457.20 in total from original order + upgrade). According to ***, I should have received my order in September. I did not. Nor did I receive any correspondence.On November 22, I reached out again, this time requesting a refund and asking WHY no one was keeping me updated on my order. I was told by Mladen that he sent my refund request to the financing department and that they would contact me. No contact was made. I emailed Mladen again on December 22nd, *** the financing department and if he could give me more information on my refund status. He responded that refund processing was paused until January. On January 11th, 2022, I requested the contact information of those in the company who could help get my issue resolved and he told me that he had no further information or contacts that he could provide and that he apologized for my bad experience. On January 12th, 2022, I responded and demanded contact information again and I told him that his answer was unacceptable.I have not received a response as of yet.