Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have my two molekule pros on auto shippment of filter replacements. I get two filters delivered on 4/10 open them and install them and they litterally broke my two units. Upon calling the support they advisement a bunch of steps, I took the unit with the working screen installed it on the other unit and it flashed and died in front of my eyes and while on the phone with the rep. **** now want me to buy (2) refurbished units when there orignal OEM filters that had an error message and destoyed my units. **** have not offered to replace the filters that casued the damage or the units that no longer work. This is a clear issue known because a quick ****** search shows tons of people having this problem.

  Business Response

  Date: 04/17/2025

  Hi **** and the BBB Team, 
  

  We definitely want to help you as much as possible since this complaint was submitted our team has reached out **** and have started the warranty replacement process for 2 of their devices. We do apologize for the time this took as there was some technical issues regarding the devices in question and some follow up was needed by our team. 
  

  Our **************** supervisor has since reached out to **** for 2 warranty replacements to be sent to him after the two defective devices are sent back. We are happy to continue working with **** on any future issues or concerns. 
  
  Please feel free to reach back with any concerns and we will promptly follow up. 
  
  All the best,

• Initial Complaint

  Date:03/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  due to recent wildfires in *******************, I eagerly ordered 2 units from this merchant. From the beginning the units have been malfunctioning. their customer service is exclusively online and likely off-shore and very tedious and slow to respond. 2 weeks ago, one of the units stopped working completely. it's not turning on - it's simply dead. I reached out and went through the usual trouble-shooting to no avail. at this point, I expressed dissatisfaction and the desire to return the broken device completely for a refund. merchant is insisting that I passed the return window. mind you the return window is 30 days from shipping and the malfunction occurred days after the 30 days window. at this point I ask for some ***** from this merchant as it is in very bad taste to not cooperate otherwise. I don't trust that a replacement won't malfunction sooner than later.

  Business Response

  Date: 03/21/2025

  Hi ****** and BBB Team,
  
  Thank you for reaching out and sharing your concerns about your device refund. We genuinely appreciate your feedback, and I want to assure you that we are here to help in any way we can.
  
  After reviewing our previous communications, it appears that a refund was not requested within the initial 30-day period. During that time, we addressed your questions regarding how the product functions, and no issues were identified. I understand how frustrating it must be to experience problems with your Air Mini+ device, and I sincerely apologize for any inconvenience this has caused you.
  
  As a solution, we would like to offer you a brand-new replacement for your device as per our warranty agreement, which is outlined in our return policy attached for your reference. I understand that your request is slightly outside the policy timeframe by 10 days, but I want to emphasize that we cannot make exceptions to this policy.
  I also tried to contact you by phone to discuss this further and express our commitment to support you. I understand that you initially declined the replacement offer, but please know that it remains available to you within the warranty timeframe I mentioned.
  
  We truly value your satisfaction and hope to resolve this matter in a way that works for you. Please let me know how you would like to proceed.
  
  Best,
  Molekule Support Supervisor. 

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/28/25, I purchased a new filter from Molekule. I placed the new filter in my unit, which caused my Molekule unit to die. I immediately contacted Molekule seeking assistance; however, Molekule not only failed to timely respond to my request for assistance, they requested I send evidence of their defective product. I complied. Molekule then stated that they could not help me and now theyre refusing to refund me for their defective filter, which broke my Molekule unit, stating that it has now been over 30 days and the filter is opened and not sealed.

  Business Response

  Date: 03/13/2025

  HI *****,
  
  We have offered you a replacement not just for the filter but full Air Pro device. Please check your email from our customer service team for the next best steps. Please let us know if you have any further questions or concerns. I'd be happy to help.
  
  - Molekule Supervisor *****

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an air purifier from the company. After a while the software stopped working. It would not let me update it. I have called and emailed several times over the last year but have not been given a satisfactory response. I have been trying to get a or replacement or have them fix the issue for over a year to no avail. Despite having a customer support number clearly noted on their website and in inserts with the product, it seems that the company does not actually provide support.. I have called no fewer than 10 times at different times of day and have been unable to reach Their email support is frustrating and unhelpful as well. I am basically understanding from them that they will not support the $800 air purifier I purchased from them because they have deemed the software is too old?. I have never had such an expensive product not be supported like this in my life. I have spent so much time in this, and am so disappointed. I just want a fully functioning product that can use the functionality I paid for.

  Business Response

  Date: 02/26/2025

  Summary: Customer Purchased device 11/22/2018 (#*******************. We have 2 Year warranty on our devices which can be found on our website here:
  
  ***********************************************************************************************************
  
  And 
  
  ************************************************************************************************************************************************************************************************************************;
  

  Customer is requesting replace the device because it no longer connect to her app after this 2 year warranty period. We cannot replace a device that is over 7 years old. We let the customer know that the device is still functional and connecting the device to the app is not necessary and does not impact the performance of the device. This device is no longer in production and cannot be even replaced laterally so the customer would be receiving an upgraded device after 7 years. 
  
  I have attached our polices that are listed on our website to this response. 

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22986658
  
  I am rejecting this response because I am not filing for a warranty issue.  The product did not break.  Rather, the company stopped supporting the software, so it no longer performs all the functions that it is marketed as performing.  It is 5x the cost of any other air purifier, so the expectation is that the company would support the software and app associated with it.  I would be content if they would simply ensure the software continued working.  I never thought the company would just stop supporting a product.  Had I known this, I would not have bought it.  I am only asking for a  replacement product because I have been called the company years ago with this issue and they continued to pass me off to the next person and I was never given a resolution.  Recently, I started emailing as I think they took away the option to call (I'm assuming because so many people are calling with complaints).  I get canned answers from the customer service emails.  I do not accept the fact that they can just wash their hands of supporting a product.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/05/2025

  Hello,
  
  We understand your frustration regarding your device no longer connecting to the app and Wi-Fi. This issue can arise due to various factors, one of which may be a malfunctioning Wi-Fi chipset. Unfortunately, we are unable to replace this component outside of the warranty period.
  
  Please note that the inability to connect to the app or Wi-Fi does not affect the core functionality of the device or its filters. Additionally, this is not related to discontinued firmware support but rather aligns with our warranty policies, which are clearly outlined on our website.
  
  As your device is well beyond the warranty period, we regret to inform you that we will not be able to offer a replacement.
  
  Thank you for your understanding.
  
  Best regards,
  Supervisor at Molekule.

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22986658
  
  I am rejecting this response because after having emailed back forth and spoken on the phone with Molekule for over one year, I have not once been told the reason this is happening is a wifi chip issue.  I have been told over and over it is because the firmware on my device is no longer supported.  This is not a warranty issue.  This is an issue with Molekule no longer providing software to this device or supporting it.  That's not acceptable given the high cost of the product.  I would like my firmware to be fixed or the product to be replaced.

  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against Molekule Defective *************** Request I purchased a Molekule air purifier expecting a high-quality product, but I have experienced nothing but defects and frustration.The first unit I received would not turn on at all. After reporting the issue, I was sent a replacement.The replacement unit required constant troubleshooting and has now completely stopped working.Given the repeated defects and inconvenience, I no longer trust this product and am requesting a full refund. I should not have to repeatedly deal with malfunctioning units, especially given the high cost of this product.I expect Molekule to stand behind its products and process my refund promptly. If this matter is not resolved, I will explore further options to escalate my complaint. Desired Resolution: Full refund I look forward to a prompt resolution.

  Business Response

  Date: 02/14/2025

  Customer accepted a replacement for their device and refund was not issued due to not being purchased with us directly and with another vendor. 
  
  
  

  Transcribed Communication with Customer and offers. 
  
  Feb ******* pm - ******* ****
  

  Hello, I ordered Molekule in 2023, the first one sent didnt work at all and I had to return for a new one. I am disappointed to tell you from the moment I got the new one I had to consistently reset. This is extremely frustrating. at this point I no longer want the device Im sick of trouble shooting. Something is seriously wrong with your software. I would like to get my money back and return the item.
  
  Feb 06 6:08 am - **************** ******************** - 

  "Hi Katiana,
   
  Thank you for contacting Molekule and we apologize for the delays in responding. I'm sorry to hear about the replacement unit. I'd be happy to help.
   
  The device is not eligible for return but we'd be happy to replace it again. Please reply to this email with more detailed description of the issue or a short video showing the issue with the device for us to determine the next steps.
   
  Thank you for your understanding and we look forward to your reply.
  
  Regards,"

  Feb 06 2:33 pm - ******* **** - 
  

  "It literally stopped working. I want a refund."

  Feb 06 - Customer Seriice ********************
  
  "Hi Katiana,
   
  We can't refund the unit as it was purchased from ******. We apologize. Please reach out to ****** for further assistance.
   
  Regards,"
  
  Feb 06 - ******* ****
  
  "I contacted ****** and they wont issue a refund. Im reporting you to Consumer Report and Better business bureau. I want my money back.
  ******* ****"

  Feb 06 - **************** ********************
  
  Hi *******,
   
  We can only replace the device if we verified that it's defective. Only ****** can issue a refund as you paid through them.
   
  Should you wish for us to replace the device, please follow the troubleshooting steps and provide the following info below:
   
  Check the Power
  Make sure the power cord is securely plugged into both the wall outlet and your Air Mini+. Double-check for any loose connections.
  Is the outlet working? Try plugging in another device to confirm. If not, try a different outlet in your home.
  **** Filter Check
  With the Air Mini+ plugged in, open the device by turning the lid counterclockwise.
  If you're having difficulties opening the device, try placing the device on the floor in between your feet while turning the lid.
  Ensure the **** filter has the plastic removed and is properly seated in the core. If it isn't, remove and reinsert it, making sure it sits in place.
  Sometimes a quick check to listen for a click when closing the lid clockwise can do the trick! Try it out and see if the Air Mini+ powers on..
  If the issue persists, unplug the device. Press and hold the center button on top. While holding the button down, plug the device back in and wait 10 seconds before releasing the button. 
  If the device still won't power on, please reply to this email with the following info:
  a photo of the device's serial number on the bottom
  a photo of the gold pins located on the base of the device when you remove the filter 
  Thank you for your understanding and we look forward to your reply.
  
  Regards,"
  
  Feb 07 - Supervisor Molekule **************** - 
  
  "Hi *******, 
   
  I wanted to reach out to you because I'm a supervisor here at Molekule. I understand that you are frustrated with the troubleshooting steps and you are requesting a refund for your device. 
   
  As this device was not purchased directly through Molekule we do not have your funds to refund and any refund would have to be issued by the retailer your purchased this from. In this case, Amazon. 
   
  However, I can assist you with a replacement device that has been tested manually by one of our warehouse supervisors to make sure this does not happen again. 
   
  Our return and warranty policy is found here:
  ************************************************************************************************************************************************************************************************************************;
   
  This lets you know that puchases made by retailers have to be refunded by the orginal retailer. 
   
  Please note that this response and offer will be attached to your BBB complaint as our attempt to help you to the best of our ablities using our policy and procedures listed on our site. Please let me know how you would like to move forward. 
   
  All the best,
  
  *****"
  
  Feb 07 - ******* **** - 
  
  ************************************************************************
  ******* ****
  
  Feb 07 - Supervisor Molekule **************** - 
  
  Hi *******,
   
  Thank you for reaching out to us again. We appreciate your time. The link you provided appears to be legal documentation related to a class action case, which is separate from our return and warranty policies.
   
  Please let us know how youd like to proceed with your device. While were unable to issue a refund for a device that wasnt purchased directly from us, were happy to assist with a warranty replacement if needed. If youre looking for a refund, we recommend reaching out to ****** to inquire about their return policy.
   
  Let us know how you'd like to move forwardwere here to help!
   
  Best regards,
  
  *****"
  
  Feb 07 2:44 pm - ******* **** - 
  

  Send me a warrant replacement, thanks
  ******* ****
  
  Feb 07 - Supervisor Molekule ****************

  HI Katiana, 
   
  I really appreciate your patience and the time you've taken with us. We're here to help you with your warranty claim. To make the process as convenient as possible, we offer two options:
   
  Instant Exchange:
  Receive a replacement air purifier immediately.
  Requires a $1 authorization hold on your credit card, which will be released once the original unit is returned.
  If the original unit is not returned within 28 days, your credit card will be charged the full price of the replacement.
  
  Exchange After Return:
  Send your air purifier back to ** using a prepaid shipping label.
  Once we receive and process the unit, we'll automatically ship out a replacement.
  No upfront payment required.
  We will send a box for free, if needed. 
  To proceed, please let us know which option you prefer:
  
  Instant Exchange (please provide your phone number for a quick call to complete the process)
  Exchange After Return (we'll send you a prepaid shipping label via email) 
  
  Do you have any questions about your replacement? Just reply to this email, or you can reach us by phone at ************** or live chat on our website.
   
  All the best,
  
  *****"
  
  Feb 07 - ******* Noel 
  
  "Where is the shipping label? I shouldnt have to pay for shipping.
  ******* ****"
  
  Feb 07 - ******* ****
  
  "Also Im not giving you my card. Ill ship it and you send me the new one.
  Thanks
  ******* ****"
  
  Feb 10 - Supervisor Molekule **************** 
  
  "Hi Katiana, 
   
  Your warranty claim for your air purifier has been approved. I've attached your return label here. Let me know once you return your device so I can make sure you get your replacement as quickly as possible.
   
  RMA: US-********** 
  
  Important things to know:
  You have 28 days to return your old purifier to receive your replacement once it's received and inspected. This can take up to 5-7 days from the moment you send it back. 
  If you are returning a product back to us using a personal box, you are responsible for returning the product to Molekule in good physical condition (not physically broken or damaged).
  The Returns Portal has all the details and instructions you need, including the deadline. 
  Preparing for your new replacement:
  Before you receive your new air purifier, we recommend removing your old one from the Molekule app. For easy-to-follow steps, check out our *********** article: ********************************************************************************************************************
   
  Do you have any questions about your replacement or need help setting up your new purifier? We're here to assist! Just reply to this email, or you can reach us by phone at ************** or live chat on our website.
   
  All the best,
  
  Return Label Attachment  
   
  Thanks,
  
  *****"

• Initial Complaint

  Date:01/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Molekule is an air purifier company. In December 2024 I purchased an ******** from the company. The product would not turn on after I followed the setup instructions. It has never worked. I have been trying to get a refund or an exchange since Dec. 27, to no avail. Despite having a customer support number clearly noted on their website and in inserts with the product, it seems that the company does not actually have any live support agents. I have called no fewer than 10 times at different times of day and have been unable to reach anyone. You can call ************ to see yourself. Their email support is designed to ask so many questions that the customer is likely to get fed up before following all the way through with an exchange. They sent one email asking several questions and asking for a video. I answered the questions and send the video. Next came another email asking more questions, asking me to take the unit apart and send more pictures, etc. I have never had to go through hoops to return a non-working product like this in my life, including for products that are much more expensive. Then I tried website chat. After waiting for hours for a live representative to answer the chat, then spending about an hour trying to obtain a return label, I was told by the customer support chat representative that everyone who could generate a label was "in a meeting." Frustrated, I asked to receive a call back from a customer service representative so that we could resolve this in a five minute phone call once and for all. I was told by the chat representative that I had a confirmed call back time and a representative was supposed to call me at 6:30 pm ET / 3:30 pm PT tonight, but not surprisingly, that call never came. I called the customer service number to try to reach someone, but again no response. I have been holding in the chat for 40 minutes waiting to speak to someone, but no one has picked up the chat.

  Business Response

  Date: 01/27/2025

  Dear BBB,
  
  Below is a summary of the customer's complaint and our response. Please let me know if you have any questions or need any additional information.
  
  Complaint:
  
  - The customer reached out saying that his device never connected to WifI on December 26th (12/26)

  - We reached out with troubleshooting steps on December 27th (12/27)

  - Customer reached back on on (01/03) Claiming that the device no longer turns on 

  - We reach back out the same day (01/03) requesting a video and a serial number displaying the issue they are claiming

  - Customer reaches back out 01/19 with serial number and video

  - On 01/19 we send troubleshooting steps for their dead device

  - 01/20 "I am getting extremely annoyed at all the back and forth you are putting me through here. I tried to discuss this over the phone which would have taken five minutes, but it is impossible to get anyone on the phone. You shipped me something that doesn't work and I want a replacement or a refund immediately. If you cannot make that happen, I will be sure to start posting my experience so other potential customers know that you do not make returns or refunds very easy. My answers to your questions are below, and I do not intend to answer any more questions." - Due to the holiday season our phone service had to be turned off due to limited staffing and offer a complete service
  
  - 01/20 "Thank you for your response and for provided information. I understand that the device is malfunctioning, and I apologize for the inconvenience this has caused. However, we must conduct some troubleshooting before moving forward with the replacement process.
   As your device is not powering on, could you check the gold pins and send us a photo of them? We require two images: one from the front view and another from the side view.
   Looking forward to your response. Thank you for your patience and understanding."

  - 01/22 - We bypass our policy not needing the pictures requested and we offer a replacement

  - 01/23 - Customer ops for Exchange after Return

  - 01/25 We ask the customer if they need a box for the return

  - 01/25 Customer lets us know we do not need a box

  - 01/27, We process the Exchange after return process (images sent) Return label sent just waiting on customer's return for replacement to be processed. Supervisor reached out via phone to process everything and communicate the next best steps. Voicemail left

  
  Response:
  
  We have let the customer know we can offer a replacement and are sending them a brand new device exchange after return has started. 
  
  Conclusion:
  Customer has opted for exchange after return replacement and that process has been started we are only waiting for the device to be returned so we can send their brand new replacement out. 
  

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a recurring subscription for my air purifiers. I was recently sent order number *********** with replacement filters for 6 air purifiers. One of the purifiers is older and the others are newer. There is one air pro purifier, and 4 air mini+ purifiers. Five of my purifiers (air pro and air mini+) stopped working after I replaced these filters. This is not user error as Ive replaced the filters before and it is straight forward. There are no updates to the app needed and there is no way to reset the air purifiers. Ive removed them from the app and added them back per their online help centers advice. Ive reached out to Molekules customer support team multiple times since November 23rd with no response. This is incredibly frustrating as my filter replacements cost $589.30, bi-annually on top of the high cost of the purifiers itself. I would appreciate any response from Molekule in helping to figure out why they all stopped working at the same time and issue replacements or a refund if they are unable to assist in resolving the issue. I suspect there is an issue with the filters sent, but they have been silent and will not respond to me. Thank you for your help in advance!!

  Business Response

  Date: 12/13/2024

  At this time, Molekule is investigating an issue in where Air Mini/+ units and Air Pro may not be recognizing the **** filter inside its chamber when inserted. We [Molekule ***** have sent out a mass email on 12/12/24 alerting our customers of this issue. At this time, a supervisor has directly reached out to the customer and will be assisting them from this point moving forward.