MuselyReviews of musely.com

Response from MuselyJul 3, 2025

Thank you for taking the time to share your experience — we’re truly sorry to hear about this and understand how frustrating it must feel. To clarify, if an order is successfully canceled before it is compounded and shipped, you are absolutely eligible for a full refund. If you never received your product, we definitely want to resolve this for you right away. Please reach out to our Support Team at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support so we can review your order details, confirm the status, and make sure you get the refund you’re entitled to. We truly apologize for any inconvenience and appreciate the chance to make this right for you!

Response from MuselyJul 3, 2025

Thank you so much for sharing your experience — we’re truly grateful you took the time to write this. We’re so glad to hear how much relief and confidence your personalized treatment plan has brought you! We also appreciate your honesty about customer service — and want to reassure you that if you ever do need us, our Support Team is always here to help. You can reach us anytime at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support — we’re committed to making sure your experience stays smooth and supportive. Thank you again for trusting us with your skin journey!

Response from MuselyJul 3, 2025

Thank you for sharing your feedback — we’re truly sorry to hear you feel this way and we understand your frustration. We’d like to clarify how our care works: every patient is given a 60-day Consultation Period with their designated doctor, who is available to assist anytime and responds within 24 hours. This period can also be extended at any time for $10, which helps cover your doctor’s time and expertise for an additional 60 days — similar to in-person consultation fees, but far more affordable! Our Musely Support Team is also fully committed to providing exceptional care for all of our patients. We respond to 100% of emails, and our current response time is within 24–48 hours. If you need any assistance at all, please reach out to us here so we can help right away: support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support. Thank you again for your feedback — we truly value the opportunity to make things right!

Response from MuselyJul 3, 2025

Thank you for taking the time to share your experience — we’re truly sorry to hear you haven’t seen the results you were hoping for. We understand how frustrating this must feel and we appreciate you giving your treatment a fair chance! We’d like to clarify that The 60-Day Result Guarantee is still available even after 60 days — as long as you’ve completed your eNurse Check-Ups. These check-ups are an important part of your treatment plan because they allow you to monitor your progress and it advises you to reach out to your doctor if you are not seeing your desired results! Please note that results can vary from patient to patient, as everyone’s skin is different — but we absolutely want to help you find a treatment you love that produces the results you’re looking for. If you reach out to Musely Support and your designated doctor, we’d be happy to help you review your case and cover the cost of a new formula if it’s determined that a different approach would be better for you! Please don’t hesitate to contact us at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support. We truly want you to feel confident and supported every step of the way. Thank you again for your feedback — we’re here for you and we appreciate you being part of the Musely community!

Response from MuselyJul 3, 2025

Thank you for taking the time to share your feedback — we truly appreciate you outlining both what you like and what’s been frustrating for you. We’re so glad to hear you’ve had good results with our products, but we’re genuinely sorry that parts of the experience have left you feeling disappointed! Pricing Transparency: We understand that the pricing structure can feel confusing. Each treatment is a freshly compounded prescription that includes an Online Doctor Visit fee, which covers your consultation with a board-certified dermatologist to review your medical history and customize your treatment. This fee is only charged when you order new prescription medication, because a new medical examination is required for any new prescription — just like at an in-person doctor visit. It is never repeatedly charged with refills. Refill Frequency: While enrolled in Auto-Refill, your refills are billed, freshly compounded, and shipped from our pharmacy every 2–3 months, depending on the treatment. You always have full control to advance or delay your refill at any time to match your pace. We also send a 5-day reminder email before each refill order so you have plenty of time to make any adjustments to your refill schedule. Shipping Times: Because our products are custom-compounded for you, it typically takes 1–7 business days to prepare your order (most often 1–3 days) and then up to 7 days for delivery, depending on USPS schedules and volume. Customer Support & App Experience: We’re truly sorry if you’ve had trouble managing orders or getting help through the app — that’s never what we want for our patients. Our Support Team is here for you and responds to 100% of emails. If you ever need help managing your account or run into an issue with the app, please reach out directly at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support so we can assist you personally. Your feedback about pricing clarity, refill control, and the app experience is incredibly helpful and will be shared with our product and operations teams — we’re always working to make these processes clearer and more patient-friendly! Thank you again for your honesty and for giving Musely a chance to help you on your skin and hair journey. We truly appreciate having you in the community and hope to make things even better for you moving forward!

Response from MuselyJul 1, 2025

Thank you for taking the time to share your experience — we are truly sorry to hear about your situation and the frustration this has caused! We want to clarify that Musely never charges without patient authorization. All orders, including Auto-Refills, require active payment consent during checkout, and patients can cancel Auto-Refill at any time by following these steps: How to cancel: 1. Log in on the Musely website or app 2. Go to My Account → My Treatments 3. Select Manage Treatment for your treatment 4. Click Cancel All Future Refills 5. Choose your reason and click Confirm Cancellation We sincerely apologize if this was not clear or if you had trouble finding this option. If you are ever unable to cancel on your own or need help, please know that we respond to 100% of assistance requests. Since Trustpilot hides your contact details, please reach out to Musely Support here so we can resolve this together: support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support. We truly want to help make this right — please reach out and we’ll do everything we can to assist!

Response from MuselyJul 1, 2025

Thank you so much for sharing your amazing results and kind words! We’re thrilled to hear how well your treatment has worked for you and that you’re loving the results! We also truly appreciate you recognizing our Customer Support team. If you ever need anything or have any questions, please don’t hesitate to reach out — we’re always here to help: support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support Thank you again for being a valued part of the Musely family!

Response from MuselyJul 1, 2025

Thank you for sharing your experience — we’re truly sorry to hear about your reaction and frustration! We want to reassure you that Musely is a legitimate telemedicine platform with treatments prescribed by board-certified dermatologists. We do take allergic reactions very seriously — when a patient experiences one, we always ask them to consult directly with their designated doctor to determine whether the treatment should be discontinued and to ensure proper medical care. In these cases, if your doctor confirms you should stop using the treatment due to an allergic reaction, we absolutely do offer a full medication cost refund. We’d love to look into this for you right away — since Trustpilot hides contact information, please reach out to Musely Support here: support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support. We’re here to help make this right and ensure your concerns are fully addressed!