MuselyReviews of musely.com

Response from MuselyApr 10, 2025

Thank you so much for your thoughtful review and for being a part of the Musely community! We're thrilled to hear that The Neck Cream, The Anti-Aging Cream, and The Aging Repair Cream have been a great fit for your routine — and we couldn’t agree more, a little truly goes a long way with our prescription formulas! We’re also so glad to know you’ve had a smooth experience with our team. Your feedback means the world to us, and we’ll continue working hard to keep providing the best possible care, value, and results. If you ever need anything or have questions about your treatments, we’re always here to help. Thanks again for taking the time to share your experience!

Response from MuselyApr 10, 2025

Thank you for taking the time to share your thoughts. We’re truly sorry to hear about your concerns and appreciate your honest feedback. At Musely, patient satisfaction is our top priority, and we’re continuously working to improve every aspect of the experience — from platform navigation to shipping consistency and customer support responsiveness. We’re especially sorry if it has felt like patient feedback isn’t being heard — please know that we take all reviews seriously and are actively working to address the areas you’ve mentioned! We also understand that our treatments may not be the right fit for everyone, but our goal is to provide safe, effective, and accessible prescription skincare with care and transparency. If you ever need help, our Support Team is available via email, live chat, and phone, and we’re here to make things right, not placate in any capacity. Thank you again for your insight — we’re listening, and we’re committed to exceeding your expectations in the future!

Response from MuselyApr 5, 2025

We’re very sorry to hear about your experience and truly appreciate you sharing this feedback. Patient safety is our top priority, and our doctors carefully review each patient’s medical history, photos, and allergies before prescribing any treatment. If you believe a medication was prescribed despite an allergy being listed in your medical profile, we would like to investigate this immediately. Please reach out to us at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support so we can review your case in full and ensure this is resolved promptly. We respond to 100% of emails, voicemails, and messages, and we encourage you to check your spam or junk folder in case our response was filtered there. We are committed to providing safe, effective care and regret that your experience did not reflect that. We’d truly appreciate the opportunity to make this right and support you directly!

Response from MuselyApr 5, 2025

We’re truly sorry to hear about your experience and appreciate you bringing this to our attention. We’d love the opportunity to clarify a few things and help make this right! The Body Cream is freshly compounded in a 50ml (1.7oz) treatment bottle and is designed to last approximately two months when applied as directed by your doctor. The prescription formula is extremely potent, so only a small amount is needed to be effective — over-application will not lead to better results and may cause unnecessary irritation or waste. We also want to reassure you that we respond to 100% of emails, voicemails, and social media messages we receive. If you haven’t received a reply, we kindly ask that you check your spam or junk folder, as our messages can sometimes be filtered there. Please reach out to us directly at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support, and we’ll be happy to look into your order, assist with the pump issue, and ensure your concerns are addressed! We truly appreciate your feedback and hope to have the opportunity to turn your experience around.

Response from MuselyApr 5, 2025

We’re very sorry to hear about your experience and appreciate you taking the time to share your feedback. We understand how upsetting it can be when a treatment doesn’t meet your expectations. The Spot Cream contains prescription-strength ingredients — including hydroquinone — which are carefully formulated by board-certified dermatologists to treat dark spots and melasma. While some staining can occur if the product comes into contact with fabric before fully absorbing, we always recommend allowing the treatment to dry completely and washing hands thoroughly after application to avoid transfer. We’d love the opportunity to review your case in more detail and support you directly. Please reach out to our team at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support, and we’ll be happy to assist with next steps. Your satisfaction and safety are very important to us, and we’re here to help!

Response from MuselyApr 5, 2025

We’re sorry to hear about your experience and truly appreciate you taking the time to share your feedback. We understand how important it is to feel supported throughout your treatment journey, and we apologize if our communication fell short of your expectations! Each Musely prescription is custom-compounded based on a dermatologist’s evaluation of your medical history and photos, which is why we’re unable to accept returns or offer refunds once a treatment has been compounded and shipped. That said, we do offer a 60-Day Result Guarantee for patients who qualify by completing their eNurse Check-Ups for qualifying treatments. Regarding pricing, we strive to ensure full transparency throughout the ordering process. Each treatment bottle is designed to last two to three months (depending on the treatment), and this is clearly advertised on our website and detailed on the cart and checkout page, where patients are required to review and authorize payment before placing an order. The pricing does not change — refills are charged only for the cost of the medication, and shipping is fully covered by Musely. A one-time doctor consultation fee is applied to each unique/new prescription at the time of the initial order, but this fee is not charged again for refills. All pricing information remains accessible in your account dashboard for ongoing reference! If you’d be open to it, we’d appreciate the chance to look into your concerns further and clarify anything that may have been confusing. We would also like to provide you with Rewards credits to help you find a treatment you love, that produces the results you want! You can reach us anytime at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support. Thank you again for your feedback and we look forward to having the opportunity to assist you further!

Response from MuselyApr 5, 2025

We’re sorry to hear about your concerns and appreciate you taking the time to share your feedback. At Musely, transparency and patient trust are extremely important to us, and we’d like to provide some clarity. Every treatment we offer is prescribed by a board-certified dermatologist, who carefully reviews each patient’s medical history, photos, and goals before approving a treatment plan. While the process is fully digital for convenience, it is never automated — a licensed physician always makes the final decision on prescriptions! We do charge a one-time $20 doctor consultation fee for each new prescription, which covers the cost of the physician's examination. This fee is waived or reused in certain cases, such as when an order is canceled before a review is completed. We're happy to explain any specific billing concerns in more detail if you'd like to reach out to us directly. If you have any outstanding questions or would like us to take a closer look at your account, please reach out to our team at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support — we’d be glad to help. We’re committed to providing safe, effective care and appreciate your feedback!

Response from MuselyApr 5, 2025

Thank you so much for sharing your experience! We’re so happy to hear that you’ve been seeing positive changes with your treatment and that managing your account has been easy and seamless! Peeling can be a normal part of the adjustment process, but we always recommend following up with your Musely dermatologist if you ever need personalized guidance. We appreciate your feedback on The Eye Cream and The Day Cream as well — every bit of insight helps us continue improving both our formulas and the overall experience! If the side effects you are experiencing with The Eye Serum do not improve, please follow up with your designated doctor for personalized guidance and recommendations. If it is determined that this treatment is not recommended for you, we will be happy to help cover the cost of your next order of a different treatment or refill! Thank you for being part of the Musely community for over a year — we’re so grateful for your support and look forward to continuing this journey with you!