Mila Cares Inc. Reviews 130

I'm so glad to have Mila living in Salt Lake City, where the air can get really bad on certain days. We just batten down the hatches and stay inside with Mila a few days when the AQI is really bad outside.
having the Mila has also made me way more conscious of how poor the air is when we accidentally burn food in our studio apartment. When i hear Mila go into overdrive I open the windows now instead of breathing that stuff in and wondering why i feel crappy.
Their customer support has been great and filter shipping is prompt. It looks like there's some older negative reviews but I think they must have improved because my experience has been great.

Mila was quiet and nice. 6 months later it’s loud and annoying. Mila automatically sends filter refresh reminders. You get everything squared away, then it never ships. The package is nice, but I got a sinking feeling that I’m a beta user of a flailing company.

I have had my Mila for a year, it has helped tremendously. My home feels better. We had a lot of air quality issues from the wildfires and Mila let me know quality inside/outside. If a candle is lit or incense she detects the fluctuation in air quality. When someone is cooking she kicks on as well. I love all of the automagic settings, truly helps us tailor her to our lifestyle. Even when painting or doing my nails far away from her she kicks on. Our whole house has learned so much from our experience with Mila. We have her in the heart of our home and that is where she will stay. We are so excited for the new potential Halo; keeping the humidity levels balanced can be tricky in our home. Mila lets us know our humidity levels too. That has been super helpful with all of our breathing issues.

I’m very satisfied so far with this product, owning it for about 6-8 months now. There’s a lot of info in the app, customer service is Awsome!! There’s a couple things for them to work on, but looking forward to the improvements.

I have had my fair share of problems with Mila. If it weren’t for their amazing customer service, I would have given up on them. They are a new company that is experiencing some hefty growing pains, and I am patient enough to stick with them because I believe in the long run, this great idea will turn out to be a great product. I wish they would work harder in their hardware department, especially the fan motors, which I have had to get 4 replacement milas because of motor defects. My suggestion to them is to find out which motors Honeywell uses on their air purifiers and get on board with that company. Besides that, the app is great, the details provided are amazing.
But I can’t say enough about their customer service. It can’t be easy being them, dealing with a troublesome product. Thank you to Jovan, Jerico, and Hunter, who listen to me complain and vent and always stay positive. Management should give them a raise. (And fix their fan motor issues!!!)
Thanks guys. Hang in there.

I am on my THIRD Mila air purifier personally in 3 years — the first one came screechy and defective, the replacement failed in year 2. Fingers crossed, the third one is about to turn one year old … There is only a 1 year warranty for this very expensive device that can get finicky with software updates and then refuse to fully boot or connect to the Internet so you can access all the features you've paid for, and that's unacceptable. Instead, at that point, I was offered a discount to buy another unit. Not good enough! To make matters worse, because I did have a good experience with my first replacement unit in year 1, I also gifted a Mila purifier to a family member … and THAT unit is also failing now that the warranty period has ended. That's right, all-in-all I've dealt with FOUR units in the past 3 years one way or another and only one that's less than a year old is still working. Mila *doesn't* care how much you've spent on purifiers and filters or if you've praised their company to others after that first year — the honeymoon is over. What good is creating an 'eco-friendly' mode when you're building a product that fails after the first year and you won't stand behind it at that point? I cannot further recommend this product unless the warranty is extended to 3 years at least so you actually get some solid worry-free time with the device for your investment.

Replacement useless too
I ordered a Mila that failed to perform correctly after about six months, they sent a replacement and paid for return of the rusted unit but I needed to get it to the post office - not easy when u use public transport. Replacement arrived quickly but less than six months with replacement and Mila agree it’s also not functioning correctly. They refuse to refund, despite Australian consumer law, but of course they are willing to send me another overpriced and ineffective product. For the money, u r better to buy a different brand. Totally unreliable and poor service

Purchased from Kickstarter. Unit died. Was out of warranty. They offered to replace for $99 charge. No filter included. New unit arrived. Dented and no paperwork included. Clearly a Refurbished unit. The new unit not even turn on. Tried different outlets. Now I need to get a refund and send back the defective replacement. What a cluster
Michael Goldman

I have 3 Mila filters and all 3 have failed within a few years. I purchased new filters and within two weeks of getting those both my remaining units failed. Don’t bother with this company, find one that’s reliable.

I will not forego any additional feedback as it is clear that there that these issues are not isolated incidents. Instead of standing by their project they are scripted to place blame on the consumer (embedded objects, poor handling, improper filter replacement, damage sustained, etc.) Then in order to recoup costs to replace old bearings in refurbished units we are given the opportunity to take part on a fantastic offer of $99 for a refurbished unit that will break down in a year or two. If you aren't dazzled by the bells and whistles and trendy advertising, there are other air purifiers that do a similar job that cost less, better customer service and lasts considerable longer.

We bought two units when they first came out in late 2020 (shipped 12/31/2020). One unit arrived making a very loud noise. We contacted CS after the warranty expired and they admitted that there was something wrong with the initial batch, so they offered to give a free replacement unit. Unfortunately, our second unit, which had been intermittent with connection, decided to complete die on us recently. It would not turn on presumably due to a faulty PCB. I contacted CS again. Unfortunately, this time they would not stand behind their product and only offered this "special deal" of $99 to buy a new unit as if we were auto-refill subscriber (we canceled our auto-refill when this second unit died since we still have 4-5 filters at home to be used). They don't stand behind their product and leave the end user high and dry. I would sell my remaining unit and filters if I can. I am very disappointed by Mila and their customer service.

I loved the Mila air filter initially when I bought my first one, so I decided to buy five for the bedrooms and living rooms. Unfortunately shortly after I got the other air filters, I started having issues. I had to have one of them replaced for a motor issue, it started to make really loud noises. Customer service was great, and shipped me out a new one. Unfortunately the one I received had the same issue! So Mila once again shipped another air filter. Then, lo and behold, another fan motor went kaput on a different one in the house. This seems to be a recurring issue in their machines. Again, customer service was great and replaced it. However, the new one they sent made a whirring sound. I reached out to customer service and they never responded. So I gave up on having a functioning air filter and put the annoying whirring one in our playroom, out of the main living areas, so it wouldn’t drive us crazy. A couple months later an entirely different Mila unit in our master bedroom had an intense burning electrical smell!!!! I unplugged it and immediately stopped using it. I contacted customer service, but again, nothing came of that either. We stopped using that machine. Then months later (today), our house filled with toxic burning chemical/electrical fire smell!!! It was another one of our Mila air filters!!!! This one was in my child’s bedroom!!!! Imagine if it had started on fire while we were asleep at home! These air filters are DANGEROUS and defective on many levels! We are down to TWO out of the five air filters now. Two had the electrical fire smell, and one the screen completely stopped working, so we can’t use it anymore. I invested a good deal into these machines, but it turned out to be a giant waste of money! :-(

I have been dealing with customer service for 47 days now, trying to get my replacement unit. I bought 2 units less than a year ago, so they are still under warranty. One unit works great, but the other is making a loud noise. I cannot believe how bad the customer service is at Mila!!! It is ridiculous! I would NEVER recommend this company. I will be reporting them to the BBB and suggest that others who have had this same issue do the same. They need to be held responsible. When you give a one year warranty and then refuse to uphold the warranty, it's criminal. It needs to be reported, and they need to stop doing business until they can start replacing units that are faulty and under warranty.

Can relate to many other reviewers’ experiences. We have 4 (!) Milas. We ordered 2 additional after having a positive experience with 2 of them for about a month. Unfortunately, after a couple of months our original 2 units started to make really loud buzzing sounds. Not quiet AT ALL and extremely distracting. Sounds like the motors have burnt out or something? Unclear. Also, not sure they’re even functioning properly in regards to actually *cleaning* the air. Air is heavy where they’re located. We emailed and sent Mila support the requested videos of the issues to which they responded and agreed we could get 2 new units which would be sent out by end of June because of a “delay” for warranty replacements (important to note: looks like they’re still being sold on Amazon and elsewhere, and shipped almost immediately to NEW customers… so they have some inventory, just not for people with faulty machines). Welp, July 9 here and no units, no tracking email to confirm units have been sent out and most unprofessionally NO response to 2 recent emails inquiring about status. I’ve requested a refund at this point, as we are going to invest in new purifiers and if they can’t deliver the products in a timely fashion, then we want our $ back. Clean air is a necessity, especially when so many of us live in urban centers or amongst smoke from fires, construction debris, etc. (and the lack of response by customer service knowing that their customers have trusted them to provide purifiers that work… on top of experiencing faulty units is so upsetting). Talk about adding insult to injury. Crazy to see so many similar reviews here. I’m wondering if we can report this company somehow if so many of us are having the same issues / not getting responses? I’m going to look into it. NEW CUSTOMERS: beware, save yourselves the headaches and DO NOT BUY!

Actually i did like the product in the beginning, it looks nice and has cool features like go quiet when im around etc.

The trouble started when a month ago i noticed it got really loud over the time. I contacted support and made video for them and been told some of the milas were faulty and its definitely one of them.
I been told they will send a replacement but they out of milas so will take a week or two.

And since then they just wont respond to my messages any more! I told them 3 times if they don't have replacement unit i want a refund because its still on warranty.

They just straight up denying me my warranty for over a month in the middle of forest fire season, I really don't get how companies got this low lately.

I wish I had read these reviews before my purchase. Their air purifier is great, but their support is atrocious. It started off normal when I ordered a filter and received a tracking link for Evri the next day, but that's where everything else went wrong.

The tracking number was showing "expecting parcel" from Mila for a week. They do not have a number so I emailed the following week to inform them and ask for an update. I got a generic investigation response a few hours later. About 2 days later they responded and said they had reached out to their logistics partner. A few hours later they said they confirmed their LP handed it to Evri (after I asked to confirm that). Interesting as Evri would have scanned it in the system immediately upon collection. In any case it is an issue between their LP and Evri. I asked for an ETA when they are going to get a response by LP/Evri since it had been 8 days since I put the order in and it's at the highest point in the pollen season. Keeping in mind their site says 3-7 days business days for UK deliveries according to their FAQ.

I did not hear back for 3 full days despite follow up on my end. When they responded they said they did not hear back from Evri yet, but I believe it very well may have been an issue with their LP since Evri site never updated with parcel received at this point. They said they would issue a replacement if they did not hear back by Monday. I still did not hear back by Monday evening so I followed up to check if they can issue the replacement since their support appeared to be based in California, judging by their response hours and PDT timestamp. Still no response so I followed up again Tuesday night to give them the benefit of the doubt as I would have expected them to respond by Monday night or late Tuesday afternoon, given the time zone difference. They finally responded that they would issue a replacement. I would have expected this already by Tuesday night and suspect if I didn't follow up they wouldn't have moved on it based on the behaviour so far. Nearly 3 weeks since I ordered and 2 weeks since I inquired about it, I have finally received it in hand.

Few suggestions I think they could improve:

1. Have a telephone number to contact. They only have email, which doesn't look great if you're trying to build a reputable company. Call me an early boomer, but even the smallest companies have now started using whatsapp (with chat bot and person) as an alternative.
2. Have staff work shifts to cover regions where they sell their products. I appreciate they are a small company but that doesn't justify not being able to have shifts (unless they only have one person!).
3. Support needs to be more professional and transparent. At least an ETA for the next response so customers aren't left guessing if anybody is actually on the case. Informal emails and emojis only go so far trying to project a modern product, especially since these days so many modes of communication are available. (e.g. WhatsApp, chatbot, etc...)
4. Don't make a customer wait a week for their logistics partner and Evri to sort out an issue between them. Send a replacement and let them sort out their mishap.

*Note to Mila, Evri (formerly known as Hermes) is notoriously bad with parcels so they might want to think about using another delivery provider.

They're based not far from where I grew up and now live abroad. I really would like to give them my support as a "local", but this experience has me questioning that.

I order a bra which is too small. They don't want to exchange it because is in good condition!! Scammers!! Don't buy anything from this company, also the garment looks cheap!!!!!!

I bought 3 units and within 2 years, 2 were completely inoperable and the 3rd works, but the motor is off-kilter and is louder than normal. Customer service declined to offer me replacements and instead asked me to purchase new units, albeit at a lower than list price. Customer service even admitted that their earlier models were faulty, and that they had fixed it, but were again, unwilling to replace my early model, faulty units.

Secondly, when they did work, the units were constantly disconnecting from the network, and would only reconnect through the lengthy network connection process. With the smart-capabilities as the main selling point, it was disheartening to constantly open the app and see that at least 1 of my units was not connected to the network.

My unit is very noisy. As it is under warranty I sent some information and completed a form and was told I could get a new unit but not for several weeks due to a shortage available for Canada. After several weeks I emailed customer care several times and have had no reply to date. There is no way to contact them other than email.

If I could give zero stars I would! The unit works great - when it stays connected to wifi...which isnt very often. The unit constantly disappears from the network, and even disappears from the Mila app. I have had to re-establish connection and re-establish the unit on the app multiple times now. The worst part about this product is the fact that they have zero phone reps to speak with. If you must contact their 'customer support' team - which is a joke - you must do so via email. They promise to get back with you within 24 hours, but that just doesn't happen. Shame on me for no doing my due-diligence prior to purchasing this product.