“In principle, she will leave our premises, located near Lyon, today. Estimated delivery within 48 to 72 hours. » This is what we can read on an order confirmation from the brand of menstrual panties Mool. And yet…
“Orders never received, no tracking number, OEKO-TEX certification not verifiable”… Certain comments from customers who have never received their purchases do not make them want to opt for Mool products. “Avoid like the plague”, “big scam”, “shame”, we can still read. Nearly 700 very negative reviews on TrustPilot, and more than 500 members on a Facebook group “Les arnaqués d’la MOOL”. It seems that the e-commerce site is not unanimous.
Where are your pants, where are you?
Christelle never received her order. Melissa, only four items out of the six ordered. Yonna, models that do not correspond to those purchased. Many of them deplore a “scam” on the part of the Lyon brand.
Elodie, creator of the Facebook group “Les arnaqués d’la MOOL”, waited more than a month to receive her order. Delivery is estimated between “24 and 48 hours” according to their website. To alert other customers, she comments on each publication on Mool’s social networks. Result ? “Negative comments removed” and account “blocked”. “I told myself that together we would be stronger to find solutions to the problems we had in common,” she argues. She therefore created this Facebook group which reached 500 members in a few weeks. They are sorry to have no response from after-sales service.
Peggy has a technique of her own. “I have an automatic email that I send them at 8 a.m., 2 p.m. and 6 p.m.,” she laughs, “I’m in harassment mode. » She confesses: “I don’t know what to do anymore. »
Questionable quality
Claire went further. After receiving a first order of panties whose “quality was not incredible, which absorbed absolutely nothing, with a small, roughly cut out label” which led people to believe that they were panties from another brand, she still waiting for the second one “for two months”. Like other dissatisfied customers, she requests a refund and her La Poste parcel tracking, which does not exist according to Mool’s after-sales service.
Not demotivated, she sent them “a formal notice as advised by UFC-Que Choisir, then an indictment on litigation.fr, but they exceeded the deadlines without reacting,” she laments. “Now I am in contact with the mediation who is studying my case and if that does not succeed, I will file a complaint. »
Abusive certification?
Another client, wishing to remain anonymous, had physical after-effects. “These panties really irritated me, my skin was raw for a week because they weren’t appropriate.” Moreover, Emilie has reservations about the OEKO-TEX “Organic Cotton” certification which guarantees tests “for the use of genetically modified organisms” of Mool panties. “The certificate cannot be found on the site,” she notes.
Our Women’s Health file
What the OEKO-TEX association deplores, contacted by 20 minutes. “We have already written to Mool to resolve these problems,” writes Cédric Brunner, legal manager of the association. If they cannot provide us with a certificate for their finished products and if they do not make the necessary information transparent [numéro de certificat et institut de test] on their homepage next to each product, we will have to ask them to remove their references. »
Contacted by 20 minutesseveral times since Monday by email or via various social networks, the managers of the Mool company, Mathilde and Mehdi Zeroual, have not responded to us.