Xianwu (.
Expensive device, very very buggy website, not so helpful customer support
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.