Moom Health apologises after customer flags discrepancies in ingredient lists

SHAH ALAM – Singapore and Malaysia-based wellness brand Moom Health has apologised after a customer publicly questioned why the ingredients listed on the company's website differed from those printed on the product she received.

The issue surfaced after a Threads user shared photos of a supplement bottle she had purchased, alongside screenshots showing a different ingredient list advertised online.

In her post, the user @heyitsberrbs, asked the company to check which ingredient list was correct after noticing that the ingredients on the product’s packaging did not match what was advertised online.

“You stated that the product contains certain ingredients, but the packaging I received has a different ingredient list. Can you clarify why there is a difference, and which one is accurate?" she wrote.

The images she shared showed side-by-side comparisons: the bottle’s printed label versus the website’s listed formulation.

One showed a formulation containing chamomile extract, cramp bark, cinnamon extract, magnesium and several vitamins, while the bottle she was holding in the photos listed a noticeably shorter and different set of ingredients.

Her post quickly gained traction, with many users echoing their concerns, saying they too had noticed differences between product labels and online descriptions.

Others questioned what they were actually consuming and whether the product met regulatory standards.

In response to the growing scrutiny, the brand’s co-founders issued a detailed statement acknowledging the issue and taking full responsibility for the confusion.

“We are truly sorry that you’ve had a negative experience with us. This is never something we would want for any member of our community.

“We take full responsibility for the confusion and frustration caused and we are grateful that you took the time to bring this to our attention," they said.

According to the founders, the discrepancy stemmed from the website displaying the Singapore formulation, while the customer had purchased the Malaysia-approved version.

The two differ due to Malaysia’s stricter regulatory requirements under the National Pharmaceutical Regulatory Agency (NPRA).

“The information shown reflects our Singapore formulation, not the Malaysia-approved one.

“Since we are NPRA-registered, we must follow strict guidelines to ensure you receive products containing only ingredients approved for use in Malaysia," they added.

Moom Health said the official label on the physical product, as well as the formulation registered with NPRA, does match the supplement the customer received.

The company also included a direct NPRA link in its statement, inviting customers to verify the product registration themselves for full transparency.

The brand further addressed concerns about 'restickering', which some users had questioned in earlier posts.

“You are absolutely right, it is not ideal. As a small and growing business, we currently order bottles in large quantities, and regulatory-driven formulation adjustments would otherwise lead to significant waste," they said.

The company stressed that the adjustments made for Malaysia were solely to ensure compliance with NPRA rules, not to alter product quality or efficacy.

“We again apologise for confusion on website information or images and can assure that everything is in line with NPRA labeling and efficacy as promised. Our reviews on our Malaysia website are truly a testament to the product,” they added.

For now, Moom Health says it is reviewing its digital platforms to ensure no further confusion arises.