MuselyReviews of musely.com

Response from MuselyMay 27, 2025

We’re very sorry to hear about the difficulty you’ve had canceling your subscription and truly understand how frustrating that must be. We want to clarify that at Musely, every patient has the ability to cancel Auto-Refill at any time, and once it’s turned off, no further charges are processed. If your most recent order was already in processing when the cancellation request was submitted, that may explain why a shipment is still on the way—but we’d be more than happy to look into this further for you ! Our Support Team is here to help and there is never a charge to contact us. We do not partner with any third-party services like “Pissed Consumer” and strongly recommend contacting us directly for immediate, secure support. If you can provide your full name or email associated with your Musely account, we’ll gladly review your order history, ensure Auto-Refill is turned off, and resolve this for you right away. Thank you again for your feedback—we’re here to help!

Response from MuselyMay 27, 2025

We’re truly sorry to hear about your experience and appreciate you taking the time to share this feedback. At Musely, the health and satisfaction of our patients are our top priorities, and we’re committed to addressing any concerns with care and urgency! While we understand your frustration, we’d like to clarify that our treatments are customized and prescribed by board-certified dermatologists after a thorough online examination, and we strictly follow FDA regulations for compounded medications. Because these are prescription items made specifically for each patient, we’re unable to accept returns—but we do offer a 60-Day Result Guarantee and provide refunds when the criteria are met for eligible treatments. Additionally, we’re disappointed to hear that you had trouble reaching our team. Our dedicated support agents are available by live chat, email, or phone, and we’d love the chance to make this right. If you haven’t already, please contact us via email, as Trustpilot censors your contact information to protect your privacy, meaning we cannot follow up with you directly. We take feedback seriously and hope for the opportunity to provide the care and support you deserve!

Response from MuselyMay 27, 2025

Thank you so much for taking the time to share your experience. We’re very sorry to hear about your disappointment, and we truly appreciate your feedback! We want to clarify that your review was not deleted by Musely. We take all patient feedback seriously—positive or negative. Additionally, we want to reassure you that your prescription was not disabled due to your review. Auto-Refill was turned off per your request, but you can easily order refills at any time—there are no reactivation fees, and your access remains fully intact! After seeing your feedback, our team reached out via email on May 22nd to offer support, including applying the full medication cost in Rewards so you could try a new treatment that may be a better fit. You kindly followed up, and we were happy to confirm that your Rewards were added! We fully agree that everyone responds differently to treatments, and we’re here to work with you to find one that aligns with your goals. If there’s anything further we can do, please don’t hesitate to reach out to Musely Support. We hope to continue supporting you on your skincare journey!

Response from MuselyMay 23, 2025

Thank you for sharing your feedback. We're truly sorry to hear that your experience with Musely hasn’t met expectations, and we completely understand how frustrating it can be to feel like you're being charged for something you intended to cancel! To clarify, Musely does not require a one-year commitment—patients have full control over their treatments and can cancel at any time. If there was any confusion around this, we sincerely apologize and are here to help. To cancel future orders for your treatment, please follow these steps: Go to the My Account page on the Musely website, or open the Musely app: Select My Treatments Click Manage Treatment for the relevant treatment Click Cancel All Future Refills Choose your reason and click Continue Then click Confirm Cancellation If you need any help along the way, please don’t hesitate to reach out directly at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support. We're here for you and would love the opportunity to assist further or make this right!

Response from MuselyMay 21, 2025

Thank you for taking the time to share your feedback, and we’re truly sorry to hear that your experience with our shipping process led to disappointment. We completely understand your concerns, especially given the Florida heat, and we appreciate you bringing this to our attention! We want to reassure you that all of our treatments, including The Hair Solution, are compounded and dispensed in accordance with strict pharmacy regulations. While high temperatures can affect some medications over prolonged exposure, our formulations are carefully evaluated for stability during shipping conditions in all 50 states. Our partner pharmacies follow FDA guidelines to ensure treatments maintain their integrity during transit. That said, we know how important peace of mind is when it comes to your skin/hair care journey and would love the opportunity to regain your trust. If you have any remaining concerns or would like to discuss a resolution, please don’t hesitate to follow back up with us at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support and include #trustoilot so that your message is escalated to the right department. Our team is here to help and we look forward to having the opportunity to assist you further!

Response from MuselyMay 22, 2025

We’re truly sorry to hear about your experience and appreciate the opportunity to clarify and assist you to ensure your satisfaction! The Spot Cream is freshly compounded with medical-grade prescription ingredients and is designed to last approximately 60 days when used as directed. The bottle features an airless pump to maintain potency and prevent contamination, but if it’s not dispensing properly—especially early on—it may just need to be primed. That said, if priming the pump does not resolve the issue, we’re fully committed to replacing it at no cost to ensure you receive the full course of treatment! We never want any patient to feel misled or unsupported. If you were unable to access your medication, please reach out to us right away so we can make it right. Our team is here to help and can be reached at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support. Thank you again for your feedback—we take it seriously and would love the chance to turn your experience around!

Response from MuselyMay 21, 2025

Thank you for sharing your experience, and we’re truly sorry to hear that you haven’t seen the results you were hoping for! While our treatments are formulated by board-certified dermatologists and have helped many patients, we understand that results can vary based on individual skin needs and medical history. We’d love the opportunity to make this right and help you explore a different formula that may be a better fit. If you haven’t already done so, we encourage you to reach out to your designated doctor through your Musely account—and/or contact our Support Team at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support. We’re here to support you and want to ensure you find a treatment plan that works for you! Thank you again for giving Musely a try. We appreciate your honest feedback and hope we’ll have the chance to assist you further!

Response from MuselyMay 19, 2025

Thank you for sharing your experience—we’re truly sorry to hear about the difficulties you encountered. We always want your Musely journey to feel clear, supported, and guided by expert care! While patients are fully in control of their subscriptions and can cancel anytime through their account, we sincerely apologize if the process felt frustrating. Our team would be happy to help cancel your subscription and ensure no further charges occur. You can reach us directly at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support, and we’ll gladly assist. As for Hydroquinone, our board-certified dermatologists clearly inform patients during the consultation process that a treatment break is required after 4–6 months of continuous use and ensure this is written into each treatment plan. We understand that following a long-term treatment plan can raise questions, and we always recommend checking in with your designated doctor through your Musely account to make sure your regimen stays aligned with your skin’s needs. We appreciate your feedback and would love the chance to make things right!