MuselyReviews of musely.com

Response from MuselyMay 19, 2025

Thank you for taking the time to share your concerns. We're truly sorry to hear about your experience and understand how frustrating this must be. Patient safety is extremely important to us, and if your primary care provider has advised against taking the Spot Pill, we want to help. While our treatments are prescription-only and non-returnable due to federal regulations, we do offer exceptions in cases where a licensed provider has advised discontinuation for medical reasons. Please reach out to our Support Team and reference your PCP’s recommendation so we can review this further for a possible resolution. You can contact us directly at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support. We’d love the chance to make this right and ensure your concerns are fully addressed!

Response from MuselyMay 19, 2025

Thank you for sharing your experience. We’re truly sorry to hear about the frustration and inconsistency you encountered during your treatment journey! While variations in color and texture can naturally occur with freshly compounded prescription products, especially those containing ingredients like Hydroquinone, what you described certainly doesn’t match the experience we want for our patients! We understand how discouraging it can be to see your progress stall, and we sincerely apologize that you are no longer seeing your desired results. Please know that we take situations like this very seriously and we’d love the opportunity to review this further and make things right by completely covering the cost of your next refill! We also encourage you to follow up with your designated doctor through your Musely account for personalized guidance regarding your treatment progress and results. You can reach us directly at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support, or reference your experience with #Trustpilot when submitting a request. We’d be more than happy to take a second look and explore a solution that better supports your skincare goals!

Response from MuselyMay 15, 2025

We're very sorry to hear about your experience and truly appreciate you sharing this feedback! We understand how frustrating it is to be without your treatment, and we want to make this right. Musely ships all orders with tracking, and if your package is delayed or lost, we’re always happy to send a free replacement once we can confirm your shipping details. We also have a dedicated Support Team available via email, live chat, and phone, and we take pride in being responsive and helpful! We respond to 100% of assistance requests received, so we are very sorry that you have not yet received a response! Please reach out to us at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support so we can locate your order and provide a resolution as quickly as possible. Your satisfaction matters, and we’re always here to help!

Response from MuselyMay 15, 2025

Thank you for taking the time to share your feedback! We take the safety and integrity of our prescription medications very seriously and sincerely apologize for any concern this experience may have caused. While our compounded treatments remain stable during standard shipping conditions, certain treatments include guidance to refrigerate upon receipt to help preserve potency. If you ever receive a product that appears compromised, please reach out to us at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support, and we’ll be happy to further assist you. Your safety and satisfaction are our top priorities, and we appreciate your feedback as we continue to prioritize supporting our patients!

Response from MuselyMay 12, 2025

We’re truly sorry to hear you feel this way, and we appreciate you sharing your feedback. At Musely, each treatment is freshly compounded with medical-grade ingredients and carefully measured to match the prescription written by your board-certified dermatologist. Our containers may appear partially full due to the airless pump design —but we want to reassure you that they contain the correct amount prescribed. That said, if you believe there may have been an issue with your order or if you’d like help verifying your treatment, we’d love the opportunity to make it right. Please reach out to our Support Team at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support so we can take a closer look and assist you directly! Thank you again for your feedback—we’re here to help however we can!

Response from MuselyMay 9, 2025

Thank you for sharing your feedback! We’re very sorry to hear about your experience and appreciate the opportunity to make things right. Our goal is always to provide accessible, effective care, and we regret that your interaction with our system left you feeling frustrated! It sounds like there may have been confusion with our refill process, which is designed to be flexible and can be adjusted or canceled anytime from your account. We’d love the chance to help resolve this for you and ensure no further charges occur. If a shipment was sent in error or before you were able to cancel, we’re happy to review your order history and provide a resolution you are satisfied with! Please reach out to us directly at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support so we can locate your account and assist right away. We truly want to help and hope to regain your trust!

Response from MuselyMay 9, 2025

Thank you so much for taking the time to share your experience and for your kind words! We’re truly grateful for your continued trust over the years and are so glad to hear that our treatments and care have made a positive difference for you! Our team of doctors and support specialists are committed to providing personalized, high-quality care, and it means the world to know that you’ve felt supported every step of the way. Your feedback helps others better understand what to expect, and we sincerely appreciate you helping to highlight the value we strive to deliver! Thank you again--we’re honored to be a part of your skincare journey!

Response from MuselyMay 5, 2025

Thank you for bringing this to our attention, and we’re very sorry for the frustration and confusion this situation has caused! We’d like to sincerely apologize for any concern around your recent refill and cancellation request and we absolutely want to make things right. We’d love to take a closer look at your account, screenshots, and timeline to help provide a resolution. Please reach out to our team directly at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support, and we’ll be happy to assist you further, as your contact information is not available to us to allow us to follow up with you directly. Thank you again for your patience, and we’re here to help however we can!