MuselyReviews of musely.com

Response from MuselyDec 19, 2024

We sincerely apologize for the frustration and confusion you’ve experienced, and we understand how disappointing this situation must be. Our customer support team reached out to you via email yesterday to request a photo of the order you received. This is required by our pharmacy for quality assurance purposes to issue a free replacement order. Once we receive your response with the requested photo, we will be more than happy to resolve this issue right away and ensure you receive the Exosome Serum you ordered. We truly value you as a patient and want to make this right for you. Please reply to our email, and we will take care of everything promptly! Thank you for giving us the opportunity to assist you!

Response from MuselyDec 19, 2024

We sincerely apologize for the frustration and inconvenience you’ve experienced, and we completely understand how upsetting this situation must be! Please know that Musely is committed to providing exceptional service and ensuring our patients receive their treatments as expected. We are not a scam, and we have live agents ready to assist you with your concerns. To resolve this issue and compensate you for the delay, we kindly ask that you reach out to our support team at support.musely.com/requests/new and reference #trustpilot. We are here to help and will do everything we can to make this right for you. Thank you for giving us the chance to assist!

Response from MuselyDec 19, 2024

We truly appreciate your feedback and are sorry to hear about your concerns. To clarify, The Eye Serum is the first and only prescription-strength eye serum, designed with powerful ingredients such as tretinoin, caffeine, and hydroquinone to effectively address crow's feet, eye puffiness, eye bags, wrinkles, and dark circles. Tretinoin and hydroquinone are prescription-only ingredients, carefully prescribed by our doctors to meet each patient's needs. If you did not see the results you were hoping for or have further concerns, we sincerely want to make it right. Please reach out to our support team at support.musely.com/requests/new and reference #trustpilot. We’re here to assist and ensure your experience with us meets your expectations. Thank you for giving us the opportunity to help!

Response from MuselyDec 5, 2024

Thank you for sharing your experience. We’re truly sorry to hear that you haven’t seen the results you were hoping for, and we appreciate the opportunity to address your concerns. Our treatments are freshly compounded with high-quality, medical-grade ingredients and are prescribed by Board-Certified Dermatologists based on your individual needs. We understand that everyone’s skin is different, and occasionally, it can take time to find the right treatment plan that works best for you. Please know that we never blame our patients or suggest that not seeing the desired results is in any way the patient’s fault. Your journey to healthier skin is important to us, and we are here to support you every step of the way. We would be happy to completely cover the cost of your next treatment to help you achieve your skincare goals. Please reach out to Musely Support directly at support.musely.com/requests/new and include #trustpilot in your message so we can assist you further. We’re here to help and would love the opportunity to make this right for you!

Response from MuselyDec 5, 2024

Thank you for sharing your experience. We’re truly sorry to hear about your frustrations and want to address your concerns directly. Our live customer support agents respond to 100% of emails received with personalized care, and we’re always here and happy to assist. If you didn’t receive a response, please reach out again at support.musely.com/requests/new, and include #trustpilot in your message so we can prioritize your inquiry. Regarding sale codes, these can always be applied prior to checkout as long as they meet the sale’s terms. If there was an issue applying your discount, we’d be happy to assist you directly to ensure you receive your desired discount. Additionally, for treatments covered under The 60-Day Result Guarantee, you will be eligible for a full medication cost refund on or after 60 days of treatment with the completion of eNurse Check-Ups if you are not satisfied with your results! We value your feedback and would love the opportunity to make things right. Please don’t hesitate to reach out so we can help!

Response from MuselyDec 5, 2024

Thank you for sharing your feedback. We’re truly sorry to hear about your experience and want to address your concerns directly. We’d like to clarify that our prescription medications are freshly compounded with high-quality, tested ingredients and are prescribed by Board-Certified Dermatologists who carefully review your medical history and photos to create a treatment plan tailored to your needs. Additionally, the Auto-Refill option is exclusively selected by the patient during the ordering process and can be canceled at any time through your account. If there was any confusion or an error, we’re happy to assist. If you feel the product caused any damage to your skin, we strongly encourage you to reach out to your designated doctor for personalized medical guidance. For assistance with billing or any other concerns, please contact our customer support team at support.musely.com/requests/new and include #trustpilot in your message. We value you as a patient and want to ensure your concerns are addressed as quickly as possible. Thank you for giving us the opportunity to make this right!

Response from MuselyDec 5, 2024

Thank you for sharing your feedback, and we’re truly sorry to hear about your experience. Your concerns are important to us, and we’d like to address them directly. First, we’d like to clarify that missing a few eNurse Check-Ups does not disqualify you from The 60-Day Result Guarantee for eligible treatments. Our eNurse software program is designed to help track your progress and assist with any expected or common side effects. If you experience side effects not listed, selecting "other" prompts eNurse to advise you to contact your designated doctor for personalized medical guidance. Regarding your consultation experience, we regret that it felt impersonal. Every consultation is conducted by a Board-Certified Dermatologist who reviews your medical history and photos to create a treatment plan tailored to your needs. We’re sorry if this didn’t come across as intended, and we want to ensure you feel supported every step of the way. We’d love the opportunity to address your concerns and help to cover the cost to help you achieve the results you’re looking for. Please reach out to Musely Support at support.musely.com/requests/new and include #trustpilot in your message. We’re here to help and committed to making this right for you!

Response from MuselyDec 5, 2024

Thank you for taking the time to share your experience. We’re truly sorry to hear that your treatment didn’t meet your expectations and that you felt unsupported throughout the process. Your feedback is important to us, and we’d like to address your concerns. Prescription medication formulas are determined by a Board-Certified Dermatologist based on their medical expertise, your medical history, and the photos you provided during your consultation. As explained on our website, while we value your preferences, the prescription formula you request is not guaranteed, as treatment plans are ultimately tailored by your doctor to best suit your needs. Regarding the 60-Day Result Guarantee, patients are eligible for a full medication cost refund on or after 60 days of treatment, provided the required eNurse Check-Ups are completed. We understand how disappointing it can be if results don’t meet your expectations, and we’d like to make things right! We would be more than happy to completely cover the cost of a new formula for you. Please reach out to us at support.musely.com/requests/new and include #trustpilot in your email so we can assist you promptly. We appreciate the opportunity to regain your trust and ensure you have a positive experience moving forward!