MuselyReviews of musely.com

Response from MuselyMay 5, 2025

Thank you for sharing your feedback. We’re truly sorry to hear about your experience and any confusion/misunderstanding! To clarify, Musely’s 60-Day Result Guarantee applies to eligible treatments as disclosed on our website and requires the completion of eNurse Check-Ups on or after 60 days. These terms are fully outlined at checkout and are in place to help ensure patients have enough time and guidance to see results! That said, we never recommend continuing use of a treatment that is causing damage or producing uncommon side effects. If your designated doctor advises discontinuation due to a reaction, a full medication cost refund is always available! We would love to support you, so please reach out directly to Musely Support here: support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support. We’re here to help and would love the opportunity to turn your experience around!

Response from MuselyMay 5, 2025

Thank you for sharing your concerns. We’re truly sorry to hear that your experience was frustrating, and we appreciate the opportunity to follow up! We’ve taken a closer look into your case and can confirm that your requested refund was issued today. We’ve also followed up with you directly via email to confirm the details. If you feel that this resolves your concern, we would be so grateful if you’d consider updating your review to reflect the resolution. Of course, if there’s anything else you need or if you have any additional questions, our team is here and happy to help!

Response from MuselyMay 5, 2025

Thank you for sharing your experience! We apologize for any confusion or inconvenience and we appreciate having this opportunity to provide clarification. At Musely, our board-certified dermatologists carefully review each patient's medical history, photos, and treatment request before making a clinical determination. While our doctors will never prescribe a treatment that was not specifically requested, there may be cases where the requested formula cannot be prescribed due to contraindications with the patient’s medical background/history. It is fully disclosed during checkout that the $20 Online Doctor Visit fee is nonrefundable, as it accounts for the time and expertise required for your doctor to conduct a thorough examination and consult with you regarding their decision. We understand it can be disappointing when the outcome differs from what you expected, and we would be happy to take another look at your case to see how we can best support you! Please feel free to reach out at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support. We’re here to help and are committed to turning your experience around!

Response from MuselyMay 5, 2025

Thank you for taking the time to share your experience. While we’re so glad to hear that the products worked well for you, we’re truly sorry that the texture and finish made continued use frustrating! We’d love to look into this further for you and see if there’s anything we can do to help—whether that’s reviewing the specific formula you received or exploring an alternative option with your doctor. If you’re open to it, please reach out to us at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support so we can take care of this for you. We appreciate your feedback and hope to help make things right!

Response from MuselyApr 29, 2025

Thank you so much for taking the time to share your experience, and we sincerely apologize for the delays and frustration you've encountered — we know how important it is to receive your treatment on time, and we truly value you as a patient. After requesting and receiving your contact information through Trustpilot, we personally followed up with you via email today to share an important update. That said, we’re happy to confirm that your prescription has shipped and is on its way to you! Our Customer Support Manager is closely monitoring your shipment to ensure smooth delivery and has also issued the full cost of your medication in Musely Rewards to completely cover your next refill as an apology and thank-you for your patience! Please know that we are committed to turning this experience around and will continue to support you every step of the way. If there’s anything else we can assist with, don’t hesitate to reach out — we’re here to help!

Response from MuselyApr 29, 2025

Thank you so much for sharing your wonderful experience! We’re absolutely thrilled to hear about the amazing progress you’ve seen with your treatments and are honored to be a part of your skincare journey! It’s fantastic to hear how much you’re loving The Spot Cream, The Aging Repair Cream, The Neck Cream, and The Body Cream — and we completely agree that protecting your skin is one of the best things you can do, especially with an active lifestyle like yours! Your dedication and results are truly inspiring. If you ever need any support, product recommendations, or have any questions along the way, please don't hesitate to reach out to Musely Support at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support — we’re always here to help! Thank you again for your trust and for being such a valued part of the Musely community. We can’t wait to see your continued progress!

Response from MuselyApr 29, 2025

Thank you so much for sharing your experience with us! We’re thrilled to hear that you’ve been seeing positive results and that our team was able to assist you with your order concerns along the way! We also appreciate you mentioning your experience with managing your subscription — we always want to make it as easy and flexible as possible for our patients to adjust their treatments to fit their needs. If you ever need any assistance or have any questions in the future, please don’t hesitate to reach out to Musely Support at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support — we are always happy to help! Thank you again for trusting us with your skincare journey. We’re so glad to have you as part of the Musely community!

Response from MuselyApr 29, 2025

Thank you for taking the time to share your experience. We sincerely apologize for the disappointment and frustration you have encountered — this is absolutely not the experience we want for any of our patients! While some initial darkening can be a common and expected part of the skin renewal process with prescription-strength treatments, we completely understand how concerning it can feel. We are also very sorry if there was any confusion regarding The 60-Day Result Guarantee eligibility criteria. Our intention is never to cause frustration, and we genuinely appreciate you bringing this to our attention! Because Trustpilot restricts access to your contact information, we kindly ask that you reach out to Musely Support directly at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support. We would love the opportunity to review your case again and ensure your concerns are fully addressed. Please know that we truly value your trust, and we are committed to providing the level of care and support you deserve. Thank you again for sharing your feedback with us and we look forward to having the opportunity to assist you further!