Molekule, Inc.  Arvostelua 74

I received the product and tried to get it set up to no avail.
This is the e-mail I sent to their customer service:
To Whom It May Concern:
You cannot imagine how disappointed I am with your product. Not only would it not connect to the WiFi, but it also, each time, showed an error message that stated there was no filter. Calling customer service compounded the frustration level that I was experiencing. I had to repeat myself a various number of times and I had to ask the person on the other end to repeat herself time after time being that English was obviously her second language. She did nothing more than I had done each time I tried to connect the machine to the WiFi. It was a total waste of my time. A VERY good friend and colleague (a physician as well) highly recommended the Molekule to me, but after this experience, I cannot imagine trying this again. If, after over an hour of frustration, there was no connection available and a constant "no filter" error, I cannot imagine putting myself or any of my patients through that agony. I would have been a good source of referrals had the product met my expectations. Most of my practice deals with environmental toxins and I am fully aware of the impact that they have on our health and well-being.
I will need to do further research to see who TRULY has a good product. I tried writing a review on your website and it would not allow it to go through so I would imagine that, once anything less than 5 stars is selected, your software doesn't allow an honest review.
I wish that there had been a better way to remedy this situation.
Sincerely,
Dr. Richard....................

This is the worst air purifier on the planet. Kept breaking down and finally threw it in the trash. You cannot even change a filter without it breaking down. They would not refund my money, only offer another defective product. There are far better choices and less expensive on the market.

I've got to say that customer communication from Molekule is exceptionally good! I had a problem with my device but customer support were there all the way through in trying to make sure that appropriate troubleshooting and my satisfaction was taken care of.

It also looks like the replacement filters for the purifiers are now being sold in the UK, so hopefully will remain in stock.

I own 6 of the Molekule air purifiers. I have found these units were inconsistent. These air purifiers are some of the highest prices on the market, however these products have serious issues.

The mobile app has many defects leaning it to be non-functionable most times that I have attempted to use it.

The Consumer Reports which is a non-profit and respected unbiases reviewer of consumer products has ranked this product next to last with a rating of 20 out of 100.

Buyer beware! This is a very expensive product & not worth the price.

This company only serves its US customers. Try to get new filters in Europe and expect to pay over the odds. Overall OK product, but once your filter needs replacing you may as well throw it in the bin, as filters become prohibitively expensive outside the US, full price for each, and 20 dollar shipping, and you need one every 6 months, at 125 per filter each for the cheapest type... I tried engage Molekule on this, they simply reply the same sentence, we currently only ship to US & Canada.......

Personally, I say 50/50. I bought two devices, the Air and the MiniAir+. The Air has worked correctly right out of the box without issue. Don't get me wrong, these machines do a tremendous job...when it works. The Air is a champ, the MiniAir+ is a piece of junk. Whoever their manufacturer is on this product, is killing their brand. Out of the box it has never operated correctly.

When I contact their customer support...Let me put it like this, I suspect their tactic is to frustrate you until you hang-up. Otherwise, you are asking me to accept that there are people in this world THAT dumb.

They close a work ticket before the problem is solved, probably for their in-house stats or whatever other excuse. But as such, you never get to continue discussing a problem you are having, you start from scratch with every phone call. And that is IFFF you can ever get a technical support person on the phone. Once they know who you are, and that you have a problem they cant fix, they never take your phone call, you stay on an indefinite hold listening to looped hold music.

This may be a good product in some regards, but overall, save your money. Its a crap shoot. If you get a good one, lucky! If you get a bad one, good luck trying to resolve the issue. I have one great working one and the other is a $500 paperweight.

I literally am so grateful for my Molekule Air, me and my partner have horrible allergies and this device has been a staple in our household. The air smells cleaner and I've had way less allergy attacks in the time I've had my Molekule.

Update got Crane and it worked straight out of the box. No assembly required and did not have to call,

Purifier did not work straight out of the box. Arrived Saturday and Sunday I tried to start it. Had It not have been broken, I would not have had to call the tech who did not know tech support and was condescending. He asked me if the unit was plugged in. It was straight out of the box. There was no power at all. The mans command of english was so poor, I thought he was saying listen for a friend, but he meant fan after I told my friends he said listen for a friend. The man asked me if I heard a click and I said yes. Then he wanted me to put the phone by so he could hear it. Why does this man not speak English or Spanish? I cannot be expected to know thelanuage in every country. Got a condescending email from Molekule’s customer disservice department and they said they would have someone trouble shoot it. It’s already on the way back to Amazon. I’m buying another filter from a different company which my friend said worked straight out of the box. Got a rude message from molekule that was a response to a message I sent over the Internet to molekule. Ive got a tip for molekule just skip the call center if you can’t have someone who can communicate, knows the products you sell, and has some manners. They want to trouble shoot an item that does not work? The need the order number for me to be able to return it? The overseas “Molekule Dude” said he could not help me further without a receipt. Well I’m just sending it back. My friend said he had heard good things about the device. Perhaps molekule should check the products before they leave the Chinese factory.

Molekule contacted me from the Philippines via email trying to get the non working device trouble shooting. They sent me a very patronizing email and I blocked them. There is only 30 days to return item and i got it back before that. Amazon sold it. Unfortunately I'm unwilling to use molekule again due to patronizing customer service on phone and via email. It’s really clear that they don’t care or know about tech support. These reps need to learn how not to be rude to people in the states.

Let me start off by saying I bought this in desperation in the throws of Covid-19 season.
I had a nearly 3 month long nasty virus I was battling. Saw the doctor several times was never recommended to get tested for Covid (so still not confirmed what I had. )Towards the end of my sickness I was so congested in my ears and throat I felt like I was suffocating at night. Mind you, I have never spent so much time in my small high rise city apartment. I started feeling like there was potentially really bad air quality in my apartment despite being new construction building.
I think possibly with circulation and layout, there is a possibility mold/ mildew issues were at play from the bathroom area.
Anyway I was getting desperate. I had resorted to every night waking up in the middle of the night so congested I had to put onions on my chest and ear area. Lol!
I researched air purifiers, I stumbled upon the Molekule.
It has literally I feel ,saved my life.
If you are in a city apartment stuck inside with stay at home order buy this thing!
It could literally save you and help you breathe!!!

When I requested to return the 4 units that I purchased in a bundled deal with a 30 day full refund - WELL - the experience was awful. It all started with what should have been a simple email request and reply with RMA instructions and return labels. NOPE, it was a every other day email query to them with either no reply or constantly asking me the same questions. Four phone calls resulted in the same delay tactics. I finally requested a CHARGEBACK with my credit card company and then filed a formal complaint with the Better Business Bureau of San Francisco. After a total of 32 emails, 4 phone calls, 2 formal complaints as outlined above I finally got the rerun instructions and labels. After they acknowledged shipment of the retune it took me another 6 emails to get confirmation that they had in fact credited my credit card.
This should be a very big clue as to how they will handle your warranty needs.
In my opinion Mr. Bogswami is a immoral business man. STAY AWAY - Buyer beware.

I purchased the Molekule Air in early 2018 and have been using it 24x7 since then. The device is expensive ($799 + tax), but works well. I don't have other similar device to compare how effective it is, but at least it works well, so no complains and I even recommended it to my friends.

Until last month. 2 friends in Canada asked me to help them to order 4 devices for them. They are older people that are not very good with the internet, so they gave me their credit cards, and I tried to use their cards to order 4 Molekule Air.

First problem I encountered is that the quantity and pricing is not matched in the cart which they have a specified post in their Help page talking about this issue and asked to use Chrome and clear browser cookie or cache and try log out and in. That is not helpful. I have never seen a commercial website would have such a ridiculous bug and give a not useful solution for a bug in their website and never tried to fix it. I am lucky that I am a software engineer, so I understand what may resolve the issue - use a InPrivate page would clear the status and have the correct numbers in the cart. Finally, I am able to order the 4 devices in 2 orders in my 2 accounts.

Then the 2 orders sit there for a week, no status update, and no option to cancel the orders. I called them to ask what’s wrong. They said my payments were declined and provided me a picture of the transaction of a company that handle the payments for them. The picture was showing “Refunded”, not declined. There is nothing updated in the orders which they should or at least sent me an email. Anyway, I asked one of my friends to contact their bank to see why the transactions were declined. Their bank said they don’t see any declines. My other friend printed an bank statement which shows the fund was deducted on the day I placed the order, and then few days later, it was refunded. So there is no declines. I explained to the customer support, this is not an issue about the payment, but rather an issue on their system. Unfortunately, my efforts has been wasted. So I gave up, and said sorry to my friends. I regret recommending Molekule to my friends.

Last year, I also encountered a problem that they didn’t send my 2nd pack of filters which I have Auto-refills subscribed. Until my filters ran out, and I contacted them. Then they placed an order and shipped the 2nd pack to me. The problem is that this should be automatic according to website! How buggy their system is!

Last night, I realized similar problem - I didn’t receive any email about my 1st pack of filters that suppose to be shipped right now. I logged in my account on my smartphone and see an error saying my payment was declined, but I have never changed my payment information on that Auto-refills, and the associated credit card has no issues in other online or offline places! Anyway, I tried to fix the issue by adding a different card, making sure my billing address is exactly the same on my bank, etc, to no avail. That is so frustrating.

There are other software issues with their website which I am not going to add here. There were connection issues from smartphone app with their devices as well.

Now my $800+ device may be running out of filters because of their buggy system won’t accept my payment.

They have such a poor quality system/website, make me regret a lot of buying such an expensive device.

Btw, you will need to pay $100+tax for the filters (4 small filters and 2 big PECO filters) annually if you subscribed, or $280+tax if you don’t subscribe and try to buy from their website store directly. The latter price is almost enough for buying a new Dyson Pure Cool™ TP01 purifying fan.

In short:
1. The device is expensive and not maintain free (always need one small filter and one PECO filter to work)
2. The website is very very buggy and frustrating
3. The filters are expensive as well

I don’t recommend this company and their products.

========

3/10/2020 Update:
Submitted a ticket and talked with Joy and Matt over phone, the payment issue seems to be their system haven't issue with me having 2 accounts with them. They suggested me to create a new account with a new email address, and operate from there. The new account doesn't have the issue with exact the same credit card. They were able to consolidate my old accounts into this new one. In short, I am glad that the issue is finally resolved. Hopefully, they will improve their system soon.

Increased the star from 1 to 3.

I'm currently trying to return my Molekule Air due to a strong plastic offgassing smell that simply won't go away. After seeing how it actually increased volatile organic compounds in the air in a test performed on the Vacuum Wars channel on YouTube, I'm not comfortable using it anymore.

I've sent two inquiries to the support so far without any response.

I’ve had molekule since first gen release and it is not worth it. The filter is buggy and reboots, the app for iOS is buggy and doesn’t connect to the filter. The customer service is terrible. For $800, you are better off getting something on amazon.

We've been using it for at least 3 years now. I love this product. It works non stop every day.

After several attempts the web site did not allow me to make a purchase of two molekules..Then after long ridiculous wait time on the phone still it was not resolved and told had to wait due to web page issues..And this was when running a sale..I tried again the next day and still no results.. I tried again today and just wasted a good 30 minutes with nothing resolved. a company is as good as their customer service is. If by some chance I were to make a purchase and had a technical problem I would be screwed as I saw with another review.This company seems to be unable to offer efficient and good quality service which is also a major component to a good product so BEWARE.. I will surely be letting others know to stay away.

I really love the way this works to help me breathe easier. I wish I could afford one for my friend who has really bad breathing problems. I had been waking up short of breath from indoor dust and after being outside in the garden. We live out in the country and our pollen levels are bad. It is great to come home to clean air and get relief. I move it between my bedroom and the main living, cooking and dining area. I have only had it for 2 months so I’ve yet to experience buying and installing filters.

Great air purifier! I am an allergist and know the importance of air purifiers for people with allergies. This system is great. Compact and looks great. Quiet and easy to move from room to room. Definitely recommend to all my patients.

MoleKule has been a life saver. I have severe allergies, both seasonal and environmental. During my seasonal allergy season I never used to sleep or get good rest. MoleKule has changed that for me. Easy to set up, effective, and attractive. I would buy again and probably will end up buying another one.

The Molekule is an excellent product, the benefits are instantaneous. It's quiet, almost as if it isn't even there but the cleaner air makes you notice it. Definitely a good buy, I would recommend to everyone seeking cleaner air... It's not just for allergy sufferers

My wife loves the Molekule. Her comment is that the house now smells so clean and nice.
I love the Molekule for helping with my severe environmental allergies. At this time of the year (early spring) I just need to step outside and I immediately stuff up, become slow witted, and even my skin breaks out, and that is with a mask on. I come back inside and can 'detox' in a clean allergen free environment and recover.
Thank you for the Molekule!