Aryn Q.
Defective product: not their problem
Update: customer service did finally request photos, videos, descriptions (again) of the problem and sent a replacement which was clearly a better mixed/compounded product. It took a great deal of effort, and a lot of back and forth which is still relatively poor customer service. Original: After ordering many of their products, continuously expanding into different treatments, I received a completely defective product. The antiaging with vitamin C and estriol was filled with grit and smelled like onions. I wrote to the company four times and all four times they stated that it was freshly compounded, they can’t accept a return, and told me to shake it/put it upside down/place it in the refrigerator… None of which worked. They wouldn’t admit they made a mistake, they wouldn’t replace the item, they simply do not care and only send automated scripted replies. I’ve canceled all of my refills and will go with other companies, providing the same product with better customer care.
Response from MuselyApr 5, 2025
We’re very sorry to hear about your experience and truly appreciate you taking the time to share your feedback. What you’ve described is not the level of care or support we aim to provide, and we apologize for any frustration this has caused! Each of our treatments is compounded fresh by our pharmacy based on a personalized prescription from a board-certified dermatologist. That said, we understand that texture or scent concerns can be disappointing, and we want to ensure every patient feels heard and supported. If you're open to it, we’d love one more opportunity to make this right & provide you with either a free replacement treatment bottle or the entire cost in Rewards to use according to your preferences! Please contact us at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support with your order information, and we’ll escalate your case for a thorough review! We truly value you as a patient and hope to regain your trust. Thank you again and we look forward to having the opportunity to assist you further!