MuselyReviews of musely.com

Response from MuselyFeb 5, 2025

Thank you for sharing your experience! We’re truly sorry to hear that you didn’t achieve the results you hoped for with The Spot Cream and that you felt your concerns weren’t fully addressed. Your feedback is incredibly important to us, and we take it seriously! While hydroquinone is proven to be highly effective for many patients, individual responses can vary. Sometimes, skin may appear to worsen before improving as the pigmentation rises to the surface. That said, we understand how frustrating this can be, and we sincerely apologize for any disappointment you’ve experienced! Our board-certified dermatologists aim to provide personalized treatment recommendations based on each patient’s unique needs. We’re sorry if this did not meet your expectations. If you’d like, we’d be happy to revisit your treatment plan and discuss additional options to support your skincare goals and help cover the cost of finding a treatment you love, that produces the results you want! Please reach out to us at support.musely.com/requests/new, reference #trustpilot, and we’ll be more than happy to assist you further. We truly value your trust and hope to have the opportunity to make things right!

Response from MuselyJan 17, 2025

Thank you for sharing your feedback. At Musely, we take pride in offering prescription-grade treatments that are carefully tailored to each patient by Board-Certified Dermatologists based on their unique needs and medical history. Unlike over-the-counter alternatives, our products are freshly compounded and formulated to meet the specific goals of each patient, ensuring a personalized treatment experience! We’re sorry to hear about your concerns and the experience you’ve had with the product. If you experienced discomfort, we strongly encourage you to reach out to your designated Musely doctor for personalized guidance and recommendations to adjust your treatment plan as needed! Additionally, if you’re not satisfied with your prescription medication, we’d love the opportunity to assist you further. Please reach out to Musely Support via support.musely.com/requests/new and reference #trustpilot so we can explore options to help cover the cost of a treatment you love! Your satisfaction is our top priority, and we’re here to help!

Response from MuselyJan 17, 2025

Thank you for taking the time to share your feedback. We are so sorry for any frustrations or misunderstandings experienced and we are happy to help provide clarification! At Musely, all of our prescription treatments are thoughtfully formulated by Board-Certified Dermatologists, Chief Medical Officers, and licensed pharmacists to ensure they are both effective and safe for each individual’s skin concerns. The specific ingredients and their strengths are carefully selected based on medical guidelines, your treatment goals, and your dermatologist's recommendations. We’re sorry to hear that your experience with the treatment didn’t meet your expectations. If you’re not satisfied with your prescription medication, we’d love the opportunity to assist you further. Please reach out to Musely Support via support.musely.com/requests/new and reference #trustpilot so we can explore options to help cover the cost of a treatment you love! Your satisfaction is our top priority, and we’re here to help!

Response from MuselyJan 17, 2025

Thank you so much for sharing your feedback. We deeply regret any frustration or inconvenience caused by your initial experience. At Musely, we are committed to ensuring every patient feels supported and valued, and we take your concerns very seriously. Our records indicate that we have worked closely with you to address the issues you experienced with your initial treatment, including the discomfort and adverse reactions. We sincerely apologize for any distress this caused and are grateful for your patience as we navigated the resolution process together. To ensure your needs were met, we collaborated with you to provide Rewards covering the cost of your desired replacement treatment formula, allowing you to move forward with a solution tailored to your preferences without additional cost. We’ve also provided clear instructions to help you use your Rewards and scheduled your refill to ensure you receive the new formula promptly. Your satisfaction means a great deal to us, and we’re so glad we could come to a resolution you’re happy with. If there’s anything else we can do to assist you further, please don’t hesitate to reach out. Your feedback helps us improve and ensures we continue to provide compassionate, patient-centered care. Thank you for trusting Musely!

Response from MuselyJan 17, 2025

Thank you for sharing your feedback! We sincerely apologize for the frustration you experienced while attempting to process your payment. We understand how inconvenient this must have been, and we are truly sorry for any stress this caused! We want to confirm that we have not had any reports of issues with our payment processor, and our records show that your payment method failed multiple times. However, this was not due to an error or malfunction in our system. We’re pleased to see that your payment method was successfully processed on 1/8, and we’re here to assist with any questions or concerns you might have moving forward! If you experience any further issues or need additional support, please don’t hesitate to reach out to Musely Support via support.musely.com/requests/new. Your satisfaction is our priority, and we’re committed to ensuring a smooth experience for you. Thank you for bringing this to our attention!

Response from MuselyDec 5, 2024

Thank you for taking the time to share your feedback. We sincerely apologize for any frustration you've experienced with the app, eNurse, and customer support. At Musely, we strive to provide a seamless experience, and we’re sorry to hear we have not met your expectations. To address your concerns: eNurse Check-Ups: We understand the importance of these check-ins. The schedule for your eNurse Check-Ups is always available within your Musely account and on our website. If you encounter any difficulties, our team is here to assist! Promotions & Rewards: Sales promotions are applicable toward new treatments only and do not apply to refills. Please note that doctor visits are never charged unless it involves starting a new treatment or creating a new treatment plan. Prescription Charges: Doctor consultations associated with new treatments may have a fee, but refill orders do not include doctor visit charges unless a new treatment plan is requested. Product Concerns: While we’re thrilled to hear The Spot Cream & The Anti-Aging Cream have worked well for you, we regret that The Eye Serum hasn't met your expectations. If you’d like to request a refund for the Eye Serum, please contact us directly at support.musely.com/requests/new and include #trustpilot in your message for personalized assistance! We’re committed to responding to 100% of all emails with personalized care and ensuring your concerns are addressed promptly. Thank you for your feedback as we work to provide a better experience for you!

Response from MuselyOct 9, 2024

Thank you for taking the time to provide your feedback and experience! We’re truly sorry to hear about your frustration with your recent prescription refill order, and we completely understand how upsetting it can be when an order arrives that you didn’t expect! Our records confirm that you selected Auto-Refill as your initial ordering option, meaning the pharmacy will automatically charge, freshly compound, and ship refills every two months unless Auto-Refill is turned off before the next scheduled refill date. We know how important it is to have control over your orders, which is why we send a refill reminder 5 days before each scheduled shipment, with linked instructions on how to cancel prior to your next scheduled refill date in case you no longer with to receive the prescription. Unfortunately, our records show that the Auto-Refill and scheduled refill order were not canceled prior to shipment, which is why the refill was processed and shipped. We understand how disappointing this situation was for you & we absolutely want to work with you to find a solution that feels right for you! Please reach out to Musely Support via https://support.musely.com/requests/new and reference #trustpilot, and we’ll do everything we can to assist you! Thank you for your patience and understanding, and we’re here to help resolve this for you!

Response from MuselyOct 1, 2024

We're sorry to hear about your experience! Please rest assured that our treatment quantities have not substantially decreased from 18 months ago. The exact ml value is printed on every prescription label on the treatment bottle for transparency. Regarding packaging, we aim to ensure your treatment arrives safely, but we appreciate your feedback and will take it into consideration. If you believe you did not receive enough product, please contact Musely Support via [email protected] and we will be happy to assist you! Our prescriptions are freshly compounded and shipped every 2-3 months based on the Auto-Refill schedule you have selected. However, this is in no way binding as you can delay or cancel anytime within your account via your "My Treatments" page when you select "Manage Treatment"! If you need further assistance, feel free to reach out – we're here to help!