ComplaintsforMira Care

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Panorama Fertility Lab Test, which is an at home blood test to provide fertility insights, from Miracare.com. I followed the instructions of collecting the sample, then registering the kit on their website prior to mailing in. The instructions state that registration is absolutely critical and without registering, the lab cannot process the sample AND the sample had to be mailed in within 24 hours. When I attempted to register the kit, the company's website prevented me from completing registration due to errors when I hit submit. There was no way for me to complete this required step and no technical support number to reach out to for resolution. The only way to get support was through an email and they take more than 24 hours to respond. I am asking for a complete refund and they are refusing due to their company policy.

  Business response

  04/30/2024

  Hello *******,
  Thank you for your response and for detailing your concerns. I understand the disappointment and lack of confidence this situation has caused, especially given the expectations you had when purchasing our Panorama Fertility Lab Test.
  While I deeply empathize with your position, as per our company policy, we are unable to issue a refund directly to your card for the lab test due to protocols we have in place with our ***********************. I assure you that the issues you experienced on the website do not reflect the quality and integrity of the laboratory processes themselves, which adhere to the highest standards.
  However, recognizing your current stance regarding the continuation with our products, and in a genuine effort to address the inconvenience you've faced, we can offer you a *************** This gift card is equal to the full price of your original purchase ($179) and can be used towards any products in our range, not just the ones initially intended. You may find other helpful tools within our product line that could enhance your experience or consider gifting it to someone who might benefit from our offerings.
  I hope this can serve as an acceptable resolution under the circumstances. Our goal is to ensure that every interaction with **** leaves our customers feeling valued and respected, even when challenges arise.
  Please let us know your decision or if there's anything more we can facilitate for you at this juncture. Your satisfaction remains a priority, and we are here to assist in any way possible.
  Warm regards,

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have reached out to their team about issues/error messages on my *************, and even with proof that it is defected and their team confirming that in fact there is an issue with it, they chose not to replace it, but only give me a $30 discount for a product thats worth about $300. Its ridiculous, and it seems like I am not the only one that has had this issue. I'd either like a replacement or a refund.

  Business response

  03/21/2024

  Hi *******,
  
  I sincerely apologize for the frustration you have experienced with your *************. It is never our intention to leave you feeling dissatisfied or without support.
  
  Upon reviewing your case, I understand that the resolution offered did not meet your expectations given the issues you've encountered with the device. We strive to ensure all our customers are happy with their **** experience, and it seems we have fallen short in this instance.
  
  Given the confirmation of a defect in your Analyzer and the inconveniences it has caused, I would like to rectify this situation promptly. You deserve a product that performs reliably, and we are prepared to offer you a replacement at no additional cost. 
  
  Thank you for bringing this to our attention, and again, I extend my deepest apologies for any inconvenience you have endured. Rest assured, we are committed to making things right.
  
  Warm regards,

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order on Tuesday 2/13 for the total of $226.99. I changed my mind immediately after and sent an email to **** support. The refund policy clearly states The Buyer should reach out ASAP if they would like to cancel their order.If the Buyer wants to return the product after it is shipped, the Buyer must keep it unopened, unused, and original. Unopened means the seals on the product box much be intact. And the Buyer should store the product in a dry environment between 4 to 30 C (39 to 86 F) and keep it away from direct sunlight.The Buyer must contact the **** ******* team within 20 days after the product is delivered. I have sent 7 emails and reached out on all social platforms with no response. This is completely unacceptable and there is no excuse for this poor customer service. It makes me wonder if this company is a scam. I have refused my shipment and sent one last email. I will be disputing all charges and making sure nobody orders from this company.

  Business response

  02/29/2024

  We sincerely apologize for any frustration or inconvenience you may have experienced during your recent interaction with ****. Customer satisfaction is our utmost priority, and we regret that the communication did not meet your expectations or our standards.
  I would like to assure you that we have reviewed your case thoroughly. Upon receiving your initial request to cancel your order immediately after its placement on Tuesday, 2/13, we initiated the cancellation process in accordance with our refund policy. We understand the importance of a prompt response when it comes to order cancellations and refunds.
  Our records show that a full refund has been issued for your order totaling $226.99. We strive to ensure that all customer concerns are addressed in a timely and efficient manner, and we are taking steps to improve our response times to prevent future delays.
  **** is committed to providing quality products and services, and we take your feedback seriously as it helps us to improve our processes and customer experience. We are not a scam, and we deeply regret that the delay in communication led you to feel this way about our company.
  If there is any further information you require or additional assistance we can provide, please do not hesitate to reach out to us directly. Your satisfaction is important to us, and we are here to support you every step of your journey with ****.
  Thank you for bringing this matter to our attention, and again, we extend our sincerest apologies. We hope to regain your trust and serve you better in the future.
  Warm regards,
  
  

  Customer response

  02/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased **** and the wands on November 10, 2023 for a total of $315.88. I received the item and began using as instructions detailed. On November 29th, I had my first issue with the device not connecting to my app. I emailed Mira ******** service only to receive a "our techs resolved the issue" a few days later. Annoying but I can look past that. Fast forward to Feb 5, **** - using the device for just under 3 months. I go to turn on the device and nothing responds - nothing happens. I immediately hit the reset button and try to troubleshoot - still nothing. I email **** about this issue as the device collects data on my cycle and I do not want to miss a day of testing. I did not hear back from **** till Feb 8th - they told me to run through the same troubleshooting I already completed and send them a video of the issue. I sent the video and they said yes, it's broken and we will send you a new one but won't issue a warranty with the new device. I do not want a replacement. I do not trust that this will not happen again, especially when you won't even stand by your own product with a warranty. I need a more reliable device. I have now asked for a refund of my money twice. I was told I am past the 20 day return window and have used the device so I won't get a refund. That is insane - your device doesn't work! I just want my money back - no replacement of an unreliable device.

  Business response

  02/18/2024

  Hi ********,
  
  I'm truly sorry to hear about the negative experience you've had with our product and the significant inconvenience it has caused you. I understand that your time is valuable, and missing a week of testing and data is far from acceptable.
  
  We are sorry to hear that you would like to be issued a refund.
  
  Per our return policy, you are eligible for a refund if you send your unopened **** back within 20 days of receiving it. Unfortunately, if the product is opened, we will not accept it.
  
  The **** ******** has a one-year limited warranty. This limited warranty applies for one (1) year from the date of purchase found on your receipt. If you purchased your ******** during this period, we will replace any defective product or part at no charge to you, depending on the company's policies.
  
  If the analyzer has quality issues, we're happy to send you a replacement as an after-sales service. In this case, we sincerely hope that you can give **** another try.
  
  We'd like to offer you a new analyzer along with 20 ***************** free of charge. We hope this gesture could help rectify the situation.
  
  Please confirm if we should send the replacement to your original shipping address. Once you confirm, we will arrange shipment:
  
  ***************************
  *****************************************************************
  *************
  ************
  
  We apologize for any inconvenience this may have caused. Should you have any other questions, concerns, or comments, please feel free to let us know. We're here to help!
  
  Warmly,

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have purchased ******** worth of wands from ***** However their device stopped working so I can no longer use their wands. I contacted the company about the device not working. I have emailed them everyday for one week and I have not received a single response from the company. I am emailing their stated support email address as listed on their website. At this point I would like a refund of my wand purchases since I can not use it with their defective device.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered products to the sum of $284.40 USD. Have been continuously emailing the company, messaging through tiktok and instagram for a return label as the products have not been open or used and is under their 20 day return policy (purchased November 26, 2023). I have received no response since December 7, ******************************************************* order to send a shipping label.

  Business response

  12/13/2023

  Dear *************************************,
  I want to express my sincerest apologies for the frustration and inconvenience you've experienced due to our delayed response. I understand how valuable your time is, and it is never our intention to leave you feeling unsupported or dissatisfied.
  As the Customer Support Manager, I am personally seeing to it that your issue is resolved promptly. Please be assured that we have prepared the prepaid return labels for both of your orders, #******MIRA and #******MIRA. Kindly check the attachment for the return label, allowing you to return the unopened items at no cost to you.
  In recognition of the inconvenience this has caused, upon receipt of the returned packages, we will initiate a full refund process for both of your orders immediately. We are committed to ensuring that this process is as smooth and quick as possible.
  I want to thank you for providing the photo proof and for your patience thus far. It is clear we fell short of delivering the high standard of service you deserve and expect from us, and for that, I am truly sorry.
  We are taking steps to improve our response times and customer service protocols so that issues like this do not recur. Your feedback is extremely important to us, and we are grateful for the opportunity to make things right.
  If there are any further questions or additional support I can offer at this stage, please do not hesitate to reach out directly to me. Your satisfaction is our top priority, and we're here to help every step of the way.
  Again, I apologize for the upset we have caused, and I thank you for bringing this to my attention.
  Warm regards,

  Customer response

  12/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  11/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased the Mira ******** bundle in October of 2022. The device started malfunctioning this month and refusing to turn on or read any of the ******** sticks. I reached out to the customer support and they required me to send in two videos trying out different chargers and showing the issue. After sending the videos they agreed that there was an issue with the device however since it had just passed the one year limited warranty (by one month!!!) they were just going to provide me with a $30 credit to go buy a new one that is currently $229. After reading through reviews it seems to be very common for the device to "randomly" quit working right outside of the one year warranty. I refuse to waste anymore money on this company when there are better options out there now.

  Business response

  11/29/2023

  Subject: Your ********************* We're Making an Exception
  
  Dear *************************,
  
  I hope this message finds you well. My name is *****, and I am reaching out to you directly as the Customer Support Manager at Mira.
  
  I have carefully read your review regarding the issues with your Mira ******** bundle and the subsequent experience you had with our customer support team. Please accept my heartfelt apologies for the malfunction you've encountered and any frustration that our warranty policy may have caused. It is never our intention for any customer to feel let down by our products or our service.
  
  At ***** we are committed to standing behind our products and supporting our customers through their fertility journey. We understand that exceptional circumstances call for exceptional measures. Therefore, after reviewing your case, I have personally advocated for an alternative solution on your behalf.
  
  I am pleased to inform you that, considering the timing of your device's malfunction and in recognition of your situation, we have made an exception to our standard policy. Instead of the $30 credit, we would like to offer you a replacement Max ******* kit at no additional cost to ensure you can continue to use our services without further inconvenience.
  
  We will process and ship your replacement within 3-7 business days from the date of confirmation of your shipping address. To proceed, please verify that the following address is correct:
  
  *************************
  ******************************************************************************
  *************
  Phone: ************
  
  Once you confirm the details provided, we will immediately initiate the shipment of your new Max ******* kit. We are determined to restore your faith in our company and show you the level of commitment we have towards our customers' satisfaction.
  
  *******, we truly value your choice to invest in ***** and we hope this resolution demonstrates our eagerness to provide you with support that matches the high standards of our product quality. This is indeed an exceptional response to an unforeseen situation, and we want to make it clear that your well-being as our customer is our top priority.
  
  Thank you for bringing this issue to our attention. Our team is on standby awaiting your confirmation so that we can make things right. Should you have any further questions or concerns, please do not hesitate to get in touch.
  
  Warm regards,
  *****
  Customer Support Manager

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the **** analyzer several months ago and it was working but then has stopped working. It says to re-insert the wand every time Ive put a wand into it to test. Ive now used over 15 wands trying to get the analyzer to read something and nothing is working! It seems that after spending so much money on this analyzer and the Wands necessary to use the analyzer that it doesnt work anymore. Havent even had the analyzer for a year yet and it has completely stopped working.There have also been several times before this when I insert a wand and it says to use a new wand because the wand is unreadable. Its ridiculous given how expensive the device and the wands are to use even more wands to not even get my tests analyzed.

  Business response

  06/20/2023

  Hi **********,

  
  We are sorry about your experience and it is not what **** wants you to have! We completely understand how frustrating it can be.

  
  In your case, could you please try resetting the ******** with a pin and test again with a new wand? Resetting the ******** will not result in the loss of any data. Once you login back into your account, all your previous data will be visible.

  
  If the issue persists, please send videos showing the whole testing process including resetting and testing with a new wand. We will manage to look into your case to troubleshoot. We appreciate your understanding!

  
  We also found that the current version of your **** is 01.07.01.18. Could you please kindly try to upgrade the ******** software to the latest 01.07.01.27 before the next test? We have recently upgraded the software of the ******** to improve its capability of reading the wands correctly.

  
  How to upgrade:
  Upgrade your **** *** to the newest version
  Connect your ******** with the **** ***
  Click "My **** ********* on the Profile page
  Click "Update Software", then click "Update", then click "Update Now"
  Wait for the upgrade to complete while keeping the ******** next to your phone
  
  According to our company policy, the **** ******** has a one-year limited warranty. So, normally, if you bought the ******** over one year ago, we won't be able to replace it. I checked, and it seems you bought the analyzer on Apr 22, 2022 can you please confirm?

  
  But we've escalated your care to provide you with the best possible solution. After discussing your case with our supervisor, and as a special courtesy, if there is something wrong with the analyzer, we would like to exchange it for you after verifying your video. Please note that this analyzer will not be covered by the one-year warranty, as it's shipped as a gift to you.

  
  We apologize for any inconvenience this may have caused. Please feel free to reach out if you have further questions!

  
  Warmly,
  **** Support

• Initial Complaint

  04/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received my Mira *** kit on March 25th. i had ordered it to use in time for my next menstrual cycle. I ended up getting pregnant on my own, and thus, I do not need the kit. I emailed the company to request to return the kit, (it was brand new and unopened), and the only email I got was from an agent pressuring me to keep the device to use after delivery of my baby. They provided no return instructions whatsoever. I had to email 4 more times and send messages on Instagram in order to get a response and return instructions. This is simply HORRIBLE customer service. The fact it took that much work to complete a simple return is beyond my understanding. The company has no phone number listed either which is unbelievable to me especially considering the ridiculous prices of their products. I am able to return my device but with a "15% restocking fee." This is absolutely ridiculous to me. I'm losing more than $30 to return this. I would never ever buy from this company again. Their customer service is abysmal.

  Business response

  04/06/2023

  Sorry for this unpleasant experience, we should provide **************** to reach the customer's expectation. 
  However, per our return policy, if the Buyer requests a paid return label, the Company will deduct 15% of the products original price (available for the US only). Please click here to view the policy: *****************************************************. Sorry again. 

  Customer response

  04/06/2023

   
  Complaint: 19898081
  
  I am rejecting this response because of all the work I had to do just to receive simple return instructions. I could understand if I had opened the boxes or kept the product too long, but the product is in perfect condition. I should not have had to send 5 emails and Instagram messages and Instagram comments in order to receive return instructions. This policy is utterly ridiculous, and I do not agree to losing over $30 for it to be "restocked." This is just terrible customer service all around. I want my money back in full.
  Sincerely,
  
  *********************************

  Business response

  04/06/2023

  We sincerely apologize for the unpleasant experience. However, it is our company's policy. We should be fair to everyone. 

• Initial Complaint

  03/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I just purchased the Mira ******** in Feb 2023, I was able to use it to track about 1/2 of my cycle when suddenly the Mira ******** stopped working. I reset it multiple times and attempted to use new wands each time however it still has not been functioning properly. I have wasted a ton of wands to include the *** and ovum wands. They are not inexpensive by any means. I reached out to the company who suggested a reset and video resetting it and using with new wands as proof before they could resolve the issue. Id be glad to send them the ******** back in exchange for a new one and a replacement of wands. A consumer should not have to take a video and send as proof especially if the unit is only a month old.

  Business response

  03/28/2023

  Sorry for this unpleasant experience. 

  We found that the customer's current analyzer can work normally sometimes but sometimes can't. This issue seldom happens before, this is definitely not our regular customer experience. To provide the customer with the best service, we'd like to send her a new analyzer along with 10 replacement wands free of charge.

  Customer response

  03/28/2023

   
  Complaint: 19851791
  
  I am rejecting this response because:I used more than 10 wands attempting to get analyzer to work. It doesnt work intermittently. It stopped working completely after being used for approximately 2.5-3 weeks. I think original complaint was misunderstood. I would like entire order replaced so I can track cycle accordingly for a full month as its intended to be. 
  
  Sincerely,
  
  *****************************

  Business response

  03/29/2023

  Hi ********,
  
  Thank you for your response.
  
  We understand how frustrating it will be when so many wands are wasted. We should do better to bring you a pleasant experience. Don't worry, the new analyzer and wands we will send you should work much better.
  Please kindly return your current analyzer to us. Then, we will send you one new analyzer, 10 new *** wands, and 10 new Ovum wands together. Hope this will help.
  
  ********, does this sound good to you? We will try our best to reach your expectation.
  
  As always, we wish you the best of luck in your fertility journey ??
  
  Warmly,
  Mira Support

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩