MuselyReviews of musely.com

Response from MuselySep 25, 2024

Thank you for providing your feedback! I'm so sorry to hear that you've experienced side effects and found the cancellation process frustrating. We understand how important it is to feel comfortable with your treatment, and we sincerely apologize for any inconvenience you've faced! I’ve gone ahead and turned off your Auto-Refill for your prescription today, so no further refills of this treatment will be charged or processed unless you order refills within your account. Additionally, if you find that you’re not seeing the desired results by 10/23, you’ll be eligible for a full medication cost refund with the completion of your eNurse Check-Ups! If there’s anything else we can do to assist you, please don’t hesitate to reach out. We're here to help and want to ensure your experience with Musely is as smooth as possible and that you find a product that you love, that produces the results you want!

Response from MuselySep 20, 2024

Thank you for sharing your feedback with us. We sincerely apologize for any frustration or inconvenience you experienced while trying to get assistance. We understand how important timely and efficient support is, and we are constantly working to improve our response times and overall service. Your feedback about live agent support is valuable, and we will certainly take it into account as we evaluate our customer service model. At Musely, our priority is always the satisfaction of our patients, and we want to ensure that you feel fully supported throughout your journey with us. If there's anything specific we can help with now or in the future, please don't hesitate to reach out to us directly via support.musely.com/requests/new. We're here to assist and ensure that your experience improves moving forward. Thank you for your patience and understanding!

Response from MuselySep 9, 2024

Thank you for sharing your experience, and I’m truly sorry to hear that you haven’t seen your desired results quite yet! We really want to help you get the results you deserve, so I’d like to offer some further support. Kindly note that everyone’s skincare journey is unique, and while some patients may see results in 30 days, it’s common for improvements to take 6-8 weeks or longer, depending on your skin’s needs. That’s why we offer our 60-Day Result Guarantee for eligible treatments! If you complete your eNurse Check-Ups and don’t see the progress you’re hoping for, you’ll qualify for a full refund of the medication cost after 60 days. Alternatively, if your doctor believes a stronger formula is needed, we will happily cover the cost of that new formula for you! I also want to clarify that your prescription includes a 60-Day Consultation Period with your doctor, during which you can message them anytime with any concerns or questions. Your doctor is there to provide personalized support and will respond within 24 hours. We want to make sure you feel fully supported during your treatment! Regarding your medical background, our prescription process prompts every patient to complete a detailed medical history form. This information helps your Board-Certified Dermatologist review your medical history, skincare routine, and preferences to create a treatment plan that’s customized just for you! We genuinely appreciate your feedback, and I’m so sorry for any frustration you’ve experienced. If there’s anything else we can do to help you, please don’t hesitate to reach out. We’re here to ensure you have the best experience possible!

Response from MuselyAug 12, 2024

Thank you for sharing your experience! I’m sorry to hear that your experience so far hasn’t met your expectations, and I want to address your concerns with the attention they deserve. I understand how frustrating it can be when you’re not seeing immediate results from a treatment. It’s great that you’re giving it time as instructed, as some treatments do commonly take 6-8 weeks for noticeable improvements. I’m also concerned to hear about your experience with our customer service, and I apologize if you felt unsupported. Your satisfaction is incredibly important to us! After reviewing your account, I see that Musely Support promptly responded to the two emails we have received from you, providing accurate information each time. It’s possible that these emails may have been filtered into your spam folder, so I kindly ask you to check there just in case. To ensure that your questions are addressed without any further delay, I’m providing the information you’ve requested below: Auto-Refill Status: We have turned off Auto-Refill for you today, so no further refills will be charged or processed for shipment until you decide otherwise. You can also pause or turn off Auto-Refill anytime by following these steps: On the Musely website or app, go to the My Treatments page. Select the relevant treatment. Click Manage Treatment. Click Cancel All Future Refills. Choose the reason and click Continue. Click Confirm Cancellation. Manual/Order Refill Instructions: When you are ready to order refills, you can easily do so by following these steps: On the Musely website or app, go to the My Treatments page. Select the relevant treatment. Click Order Refills. On the pop-up, click Order Refills. Choose your desired refill date and select Save. Medication Cost: The cost of your treatment is $67 for the medication alone, or $85 if you choose to add The Cleanser and The Day Cream. 60-Day Result Guarantee: I also want to ensure that you’re aware of our 60-Day Result Guarantee. If you complete your eNurse checkups on or after 60 days of treatment and are not satisfied with the results, you will be eligible for a full medication cost refund of your initial order. If you have any questions at all or need further assistance, please don’t hesitate to reach out to Musely Support via support.musely.com/hc/en-us/requests/new. We’re here to help and want to ensure that your experience with Musely is as positive as possible! We truly appreciate your trust in Musely and look forward to assisting you further!

Response from MuselyJun 17, 2024

Thank you for taking the time to share your feedback! We are so sorry for any shipping delays you have encountered. The majority of our prescription medications are freshly compounded and shipped within 2-7 days after the order is placed/approved by your designated doctor and shipped within 2-7 days, so a delay of this magnitude is certainly not standard for us! However, I have looked into this further for you and our records show that your prescription order has been delivered! If you have not received your order, we kindly ask that you reach out to Musely Support via support.musely.com/hc/en-us/requests/new, reference #Truspilot in your email, an agent will be happy to further assist you. Thank you again for your time, consideration, and patience and we look forward to having the chance to enhance and improve your Musely experience!

Response from MuselyJun 7, 2024

Thank you for taking the time to share your concerns! We are so sorry to hear that some of your prescription refills have not met your expectations and we would love the opportunity to provide clarification. Please note that our prescriptions are specially formulated in small batches at our compounding pharmacy and as the medication is not mass manufactured, it is common to notice variations in consistency and/or color. However, this does not affect the efficacy of the treatment! Musely’s compounding process results in our patients receiving the freshest most effective treatment shipped at its maximum potency! Additionally, we recommend reaching out to your designated doctor to request their recommendations. If you need any assistance with contacting your doctor to discuss your results, we kindly ask that you reach out to Musely Support via support.musely.com/hc/en-us/requests/new and we will be more than happy to help cover the cost of finding a product that you love that produces the results you want! Thank you again for your time and consideration and we look forward to having the opportunity to further assist you!

Response from MuselyJun 18, 2024

Thank you for providing your feedback and allowing us the opportunity to make it right! We sincerely apologize for any issues or misunderstanding with the color/consistency of your treatment(s) and we can certainly understand your disappointment. Please note that that certain compounded prescription formulas are commonly dark/brown in color due to the Azelaic Acid ingredient compounded within it. Please also note that all of our medications are specially formulated in small batches at our compounding pharmacy. As the medication is not mass manufactured, it is common to notice variations in consistency and/or texture as well. However, this does not affect the efficacy of the treatment. Musely’s compounding process results in our patients receiving the freshest most effective treatment shipped at its maximum potency. For reference and verification, we have written an article in our Help Center to address and clarify this: https://support.musely.com/hc/en-us/articles/16613299360151-Consistency-of-Musely-Treatments?source=search. We certainly want to ensure that our services and products meet your expectations! For this reason, we kindly ask that you reach out to Musely Support via support.musely.com/hc/en-us/requests/new and reference #Trustpilot and we will be more than happy to further assist you with helping cover the cost of your next refill or a different product that you love & produces that results you want!

Response from MuselyJun 18, 2024

Thank you for sharing your feedback! I apologize for any confusion or misunderstanding regarding our Online Doctor Visit fee(s). As explained on our website and consented to at checkout, the $20 Online Doctor fee is a legally required service fee for all new prescriptions. This service fee is not unlike any other medical exam fee; as it accounts for your Dermatologist's time and expertise in reviewing your medical history, examining your photos, determining exactly what prescription formula is recommended for you (based on what you requested), explaining why or why not the treatment requested is recommended, and being accessible to you for any and all treatment-related questions or concerns for the next and entire 60 days! This information is available on our website, gone over during the Doctor visit (& at checkout), and on our website's Help Center. For your convenience, I have provided a few of these articles for your review and verification below as well as what was consented to at checkout regarding this fee. However, this is why we provide all of our patients with discount codes when additional treatments are recommended! We would love the opportunity to make this right and meet your expectations. For this reason, we kindly ask that you reach out to Musely Support via support.musely.com/hc/en-us/requests/new and reference #Trustpilot. Thank you again for your time and consideration and we look forward to having the opportunity to further assist you!