Nanovare SAS Reviews 38

I'm leaving this review reluctantly, but Mojo (brand for Nanovare) has not responded to any of my emails since May 12th (over 35 days), despite the urgent medical nature of my request.

What would resolve this:
A simple acknowledgement of my emails and either the missing results or a clear timeline for obtaining them from TDL would resolve this immediately. I would happily update this review, and my previous one, to 5 stars, to reflect good customer service.

I've been emailing over the past month, beginning May 12th, to try to let Mojo know that the results they sent me omitted crucial information (which I paid for).

The results come from a genetic test suite that was delegated to The Doctor's Laboratory (TDL). The test was done in person at TDL on the 9th April, over two months ago.

The part of the results that I am still owed, which the NHS requires in order to proceed with the surgical intervention I am otherwise eligible for and which they are ready to book me in for, is the cystic fibrosis (CF) results.

The NHS requires the missing results to schedule my approved surgical intervention, which is currently on hold.

The CF test is listed both by TDL's relevant product page AND by Mojo's relevant product page (which I have saved a permanent record of with perma.cc).

As I initially wrote on May 12th, and have never heard back:
The TDL report you sent mentions they sent the CF [cystic fibrosis] results separately. I think those might be in your TDL login [portal], going by what the NHS consultant said. We'll need those in order for my surgery to be booked in.

I would not need to write a negative review if Mojo would simply let me know how they are getting on with interfacing with TDL and getting the information, but in the absence of information, and with time ticking on, I've been forced to leave a negative review. If you are processing the request or actioning it, it would be extremely helpful to know this.

To reiterate, the information that's required from TDL is the cystic fibrosis results. Please check your TDL portal for my CF results, or let me know what steps you're taking to obtain them.

In terms of timelines, I will be expecting an acknowledgement of my communications within 5 days of the publication of this review, and a substantive response within 10. (This is generous given Mojo's advertised turnaround times.) If these responses are insufficient, or not forthcoming, I will be forced to reverse the charge, and wastefully re-do the test with a different provider (which will cost me about £1000 and further wasted time!).

Again, it is very simple to prevent this: a simple acknowledgment of my emails and either the missing results or a clear timeline for obtaining them from TDL would resolve this immediately. I would happily update this review, and my previous one, to reflect good customer service.

One of our patients was referred to Mojo by us and they have been let down, repeatedly ignored multiple attempts of contact, from him and myself.

I expect a refund to be processed to him. I have contacted you by email.

You should be ashamed of yourselves to mess with men's health in such a way, this impacts not just them but can have an impact on families.

To everyone else reading, do chargebacks via your payment provider if these people are not responding to you. Abhorrent behaviour.

I’m not sure if this company is a scam or if their systems have completely failed, either way, the service is appalling. I purchased the Ultimate Male Fertility Panel in April and have been trying ever since to book a return slot for the sperm sample. The booking calendar just says no slots available, month after month, with no alternative option given.

I’ve contacted Mojo multiple times by email, web form, and social media, no reply at all. Their live chat has vanished. Meanwhile, they market this service as fast, supportive, and at-home, yet we had to travel to London for part of the test, something that was buried in the small print, not made clear upfront.

We went to Mojo hoping to speed up our fertility journey. Instead, we’ve wasted time and money and been left completely in the dark. If you’re considering using this service: don’t. AVOID. I’ve reported them to Trading Standards.

We bought the Advanced Testing Kit. Following the results we booked in a consultation call to discuss them but no one showed up.

It’s been a month now and we’ve not had a reply from anyone. This has left us concerned and uncertain of what to do next.

I ordered a test kit from this company on 14 April, expecting a smooth process. It’s been anything but.

Their process requires you to receive the kit, then book a return of your sample through their website. I booked my return for 28 April, and they were supposed to send the prepaid return label by 27 April. They did not. I spent ages chasing them the day before, anxious not to miss the return window.

They finally responded at 9:28am on the day of collection, blaming a “glitch” for not sending the label. By that time, I was already at work and couldn’t produce or return the sample. I informed them straight away and asked to rebook — only to be met with delays and a total lack of availability for returns.

Eventually, they offered a refund, which I accepted. That was weeks ago. Since then, I’ve chased them four times, and I’ve been completely ignored.

They’re currently holding over £180 of my money with no communication, no refund, and no resolution. This has caused stress, wasted time, and serious frustration.

Avoid this company. Their systems fail, their support team is slow and unhelpful, and once they have your money, they go silent. Absolutely unacceptable.

One star – completely unacceptable

I paid £159 for a service I cannot even access. Mojo urges customers to book quickly due to “high demand,” yet there are no available slots at all — not for drop off, not for postal — across May or June. That’s two full months with zero access.

For something this important, it is beyond frustrating. What makes it worse is the total lack of customer support. I emailed to ask when July slots would be released and whether there were any alternatives. No reply. No acknowledgement. Just silence.

Why offer this service at all if you cannot deliver it? I feel misled and ignored. £159 wasted. Avoid at all costs.

Dear Mojo team

We tried to get a refund of 20 home tests we paid for and never used for reasons you know. We emailed you over the last 5 months to get a refund which approved by Dr Taha and you never refund the money back or reply to our email. Dr Taha informed us that Darren is in charge now . We emailed all partied at your company within any reply. Please call the lab at the Fertility Academy ASAP

The customer service of this company is amazing. I had to email them about a query and they responded so quickly with a lovely detailed response. I couldn’t recommend this company enough.

Thank you

Gone for two stars not one on the off chance I’m in the 3% instead of the 97% for accuracy.

My advice would be go to a proper in person clinic and produce your sample there.

My results from mojo were awful and I took up the offer of a free consultation with a urologist who suggested full genetic screening and testosterone therapy due to my super low count. Not a second test produced on site.

Instead I went to a local fertility clinic, produced a sample on site and did a second test and my results have come back perfectly fine with close to 40 million count, not less than 1 million mojo reported to me.

I have also spoken to a private urologist separately who said samples need to be analysed within 45 mins to be accurate.

If you’ve got bad results from mojo go to a local, reputable clinic near you for a retest don’t go into a doom spiral like I did.

Very expensive but motility was completely off. Exseed much better

Avoid this company.
I produced a sperm sample and the heatpack was not heating up at all, it was expired, may have been an unsealed bag that rendered it useless. After ten minutes there was no heat at all, completely room temperature.
I pre-emailed them to advise that it was not hot and so I expect my sperm test to be useless and dead on arrival as no heat to keep the sperm alive. Sure enough I received my results which showed 2% motility. Basically all sperm dead. They responded saying they can't help further as there was heat on the pack on arrival. They told me maybe I didn't feel the heat. My house is freezing and I can clearly feel when a heat pack is room temperature.

I've used heat packs before as hand warmers and they usually heat up within a minute or so and are clearly noticeable. This was a complete waste of £169 and I was completely fobbed off by the company.

Avoid them like the plaque.

My husband's tests showed a motility of 29% and issues with his morphology. This was extremely worrying for us and caused a lot of upset. Next month we got pregnant! There is something seriously flawed with the testing method and it feels like the company is just a massive money making scheme preying on those that are most vulnerable

'updated in response to reply' - discouraging others to use the test is exactly what I would want to do. The testing method is flawed and it's a massive money making scheme. We spoke to the consultant and the main solution was to 'pay for another test'. Complete and utter con.

I sent off my sample and received results telling me I was below the fertility threshold. I was then invited to pay for a £89 consultation to explain the results.

My wife and I were obviously distressed by the results, so arranged to be tested at an in-person private clinic. Those results were all positive and had little bearing on the MyMojo results.

I proceeded with the MyMojo consultation and was told that low motility was to be expected when samples are sent off in the post, as between sample and testing (which can be more than 24 hours), sperm lose their motility.

MyMojo was an expensive and distressing experience. I really wish I had paid the extra money to attend a private in-person clinic from the start (which I ended up doing anyway).

If anyone else has had negative results from a MyMojo test, do not worry.

This website is genuinely a waste of time. The instructions are completely misleading and once you get the results they give you screen shots. I have never came across such unprofessional way of giving the patient their results. With no explanation, just for numbers with four lines. When we asked for a report they said you’ll have to pay £90 for further explanation which they never talk about in their initial description.

I‘ve sent them my sample and it took them 30 hours to process it. Unnecessary to say that the provided heating pack only works for 20 hours - in other words, completely useless results. Save yourself the money. Go to a professional company and provide your sample on site.

Very fast and discreet service. I’ve also really appreciated the follow up since. Thanks team!

I bought a kit for my partner because I suspected our fertility problems might lay with him because he had trouble conceiving in his first marriage. He was adamant that he didn’t not want to give a sample to a woman in a clinic, so we ordered the mojo at home kit. It was easy, fast and the results probably saved us thousands in IVF. Their clinicians were able to spot a few issues.

Professional clinical service with high accuracy. I didn't want to go to a fertility clinic and preferred an option where I could test from home. Super easy and fantastic report at the end that really helped me understand my fertility and what I needed to do to improve it. Great service.

We used this company ahead of trying IVF treatment abroad. We understood that the motility score may be impacted by the transport process, however when we got our report back, it was very worrying and caused lot of upset. It stated that not only was the motility extremely low but the actual sperm count was low and the morphology score was really poor. The scores we were presented with made our IVF treatment look impossible. We were pretty devastated but then I read these reviews and it prompted us to try somewhere else for a 2nd opinion. We went to a local clinic just a few weeks after getting the results back from My Mojo and the score was drastically different. The sperm count went from under 5m/ml to 37m/ml - this is a massive difference. The morphology and motility scores were also all well within normal range. I can understand the motility being affected by transport but sperm isn't able to escape the sample cup during this process so the count should have been similar. Where did the other 30 odd million go? I believe the sample wasn't tested properly and the report was a load of rubbish. I would never use this company again. The upset it caused, along with wasted time was just not worth it. And to have paid £200 for it
is an insult.

This time 18 months ago I was told that my sperm count was 0 by a Mojo fertility test.

This was disappointing news to receive but I remember reading when buying the test that there would be a follow up advisory conversation after the results of my test came back.

When I contacted the company again, they said the results were the last part of their work and if I wanted any other advice I was to contact my GP.

When I raised a complaint, I received an email saying they would follow it up and I would have that advisory conversation. 18 months later, I still have not heard a word from Mojo, but they have now started sending me promotional emails trying to get me to buy more products off them!

Thankfully for me, 6 days after the test results came through, my other half came through to the lounge, very tearful and happy, with a positive pregnancy test. Before the obvious joke, he is a spitting image of me and definitely mine!

However for a company to charge £150, to leave news of infertility, and then leave in you in stone cold silence is shocking - I cannot recommend them on my experience.