MuselyReviews of musely.com

Response from MuselyApr 23, 2025

We’re truly sorry to hear that you didn’t see the results you hoped for— we completely understand how disappointing that must feel! At Musely, our treatments are prescribed by board-certified dermatologists and tailored to each patient’s needs, but we recognize that results can vary based on individual skin types and underlying concerns. We’d love to take a closer look at your experience and see how we can help — whether it’s working with your doctor on an updated formula or offering a professional courtesy to make things right! Please don’t hesitate to reach out to our support team at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support so we can assist you personally. We’re here for you and want to ensure you feel supported every step of the way!

Response from MuselyApr 23, 2025

We're so sorry to hear about any misunderstanding and want to sincerely apologize for any irritation you experienced while using your treatment! At Musely, we honor our 60-Day Results Guarantee for applicable treatments on or after 60 days with the completion of eNurse Check-Ups, and we also take patient comfort and safety very seriously. In cases where a patient experiences an adverse or allergic reaction, we work closely with their designated doctor to determine whether treatment should be discontinued — and if so, we’re always happy to issue a full medication cost refund, even outside the guarantee terms! We’d love to resolve this for you as quickly as possible — please follow up with your doctor via your account or let us know and we’ll be happy to help facilitate the next steps. You can also reach our support team at any time here: support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support We truly appreciate your feedback and your past support across four treatments, and we hope we can make this right!

Response from MuselyApr 23, 2025

Thank you so much for taking the time to share your experience — we’re truly sorry to hear that you didn’t achieve the results you were hoping for! While our prescription treatments are formulated by board-certified dermatologists using clinically proven ingredients — similar to those you might receive from a traditional dermatologist’s office — every individual’s skin can respond differently based on a variety of factors, including skin type, severity of the condition, and consistency of use over time. We're grateful to hear that you reached out to your designated doctor for guidance, and we appreciate your dedication to the treatment! We understand how disappointing it can be when expectations aren’t met, and we’d love the opportunity to revisit your treatment plan and help determine the best next steps for you. If you haven't already, please feel free to reach out to us at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support — our team would be happy to look into this further and see how we can help make things right. Your experience matters to us, and we’re committed to supporting you in finding the best solution for your skin!

Response from MuselyApr 23, 2025

Thank you for taking the time to share your feedback. We’re so sorry to hear about your concerns and truly appreciate the opportunity to make this right! Each bottle of The Spot Cream is formulated to last approximately 60 days with consistent once-daily use, and we sincerely apologize if yours ran out sooner. While this is uncommon, we’d love to help! Please reach out to our team at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support so we can issue you a free replacement or provide Rewards to cover your next refill! Regarding your doctor’s messages — we want to clarify that the information provided was accurate and is also available step by step on our website, in your account, and on the Musely App. However, we sincerely apologize for any misunderstanding or confusion this may have caused. Our goal is always to make sure you feel fully supported and confident in your treatment plan. We’re here to help and would love the chance to turn your experience around!

Response from MuselyApr 23, 2025

We’re so sorry to hear about your experience and appreciate you bringing this to our attention! This is certainly not the experience we want any of our patients to have. Musely’s prescription quantities are designed by our team of board-certified dermatologists and pharmacists, and while each bottle is intended to last approximately 60 to 90 days depending on the treatment type and individual usage, we sincerely apologize for any confusion around this. Our product pages provide a general timeframe, and exact usage guidance is reviewed and confirmed by your designated doctor during your consultation. We also want to clarify that we offer patients full flexibility to manage their orders, including the ability to cancel at any time before a refill is processed. If you had trouble canceling via your account or app, we’d love the opportunity to investigate and resolve this right away. Please contact us at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support so we can assist further. We take these concerns seriously and want to ensure you are heard and supported! While our team has responded via email and reiterated the treatment design and policy details, we understand your frustration and are happy to take a closer look to provide a resolution you are satisfied with. If you’ve already submitted a dispute with your credit card company, we’ll work with them promptly to address the matter. Thank you again for your feedback — your experience matters to us, and we remain committed to turning this experience around for you!

Response from MuselyApr 16, 2025

Thank you so much for your kind words and for taking the time to share your experience! We're thrilled to hear that you've seen such a positive difference in your skin and that your experience with our products and support team has been smooth and satisfying! 💚 We’re grateful to have you as part of the Musely community and look forward to continuing to support your skincare goals!

Response from MuselyApr 16, 2025

We’re so sorry to hear about your experience and truly apologize for the frustration — that’s never the level of care we want our patients to feel! Please know that our Support Team is made up entirely of live agents who are here and happy to help! We respond to 100% of voicemails, emails, and social media messages we receive, and we’re committed to providing every patient with the personalized support they deserve. We also want to reassure you that canceling Auto-Refill is easy and can be done anytime right from your Musely account by following these instructions. On the Musely website go to the My Account page, or from the Musely app home page: Select My Treatments Click Manage Treatment for the relevant treatment Click Cancel All Future Refills Choose the reason and click Continue Click Confirm Cancellation Additionally, if an order has not yet shipped—even if it has already been sent to the pharmacy to be freshly compounded—we allow cancellations as long as the medication has not yet left the pharmacy! Unfortunately, due to privacy protections on this platform, your contact information is censored, so we’re unable to follow up with you directly. That said, we’d love the opportunity to assist you and make this right. If your order wasn’t delivered, we’d be happy to issue a free replacement right away. Please reach out to us via our Help Center at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support so we can look into this further and help resolve it for you. Thank you again for your time, and we truly hope to hear from you soon!

Response from MuselyApr 10, 2025

We’re so sorry to hear that your experience didn’t meet expectations. At Musely, we’re committed to providing effective treatments and exceptional support, and we’d love the opportunity to learn more and help make things right. If you’re open to sharing more details, please feel free to reach out directly through our Help Center at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support so we can personally assist you. Thank you again for your feedback — we’re here to help!