MuselyReviews of musely.com

Response from MuselySep 10, 2024

Thank you for sharing your feedback! We sincerely appreciate your loyalty and value the opportunity to address your concerns. Regarding Auto-Refill, we want to clarify that this is an optional feature that is exclusively selected by our patients. It is in no way binding, and you have the flexibility to reschedule, pause, or cancel your refills anytime directly within your account! At Musely, our mission has always been to provide high-quality care at a fraction of the cost of pharmaceutical drugs and in-person doctor visits. Additionally, our treatments continue to allow patients to save 10x more compared to traditional pharmaceutical options! We also offer great ways to save even more, like Musely Cashback (https://www.musely.com/cashback) and Musely Referrals (https://www.musely.com/referral)! Regarding the product's quantity, all ml values are clearly printed under "Quantity" on the prescription labels, and there have not been any significant changes in the amount of product provided. If you're having trouble dispensing the medication or have concerns about how long it is lasting, it’s possible that the pump needs to be primed. Please don't hesitate to reach out to Musely Support at [email protected] for assistance—we’re here to help! Thank you again for your feedback, and we’re always here to support you on your skincare journey! 9/11: Thank you for your response! Please reach out to Musely Support via the above email address provided, include #Trustpilot in your email and we will be happy to assist you with the cost of a replacement!

Response from MuselySep 9, 2024

Thank you for sharing your experience, and I’m truly sorry to hear that you haven’t seen your desired results quite yet! We really want to help you get the results you deserve, so I’d like to offer some further support. Kindly note that everyone’s skincare journey is unique, and while some patients may see results in 30 days, it’s common for improvements to take 6-8 weeks or longer, depending on your skin’s needs. That’s why we offer our 60-Day Result Guarantee for eligible treatments! If you complete your eNurse Check-Ups and don’t see the progress you’re hoping for, you’ll qualify for a full refund of the medication cost after 60 days. Alternatively, if your doctor believes a stronger formula is needed, we will happily cover the cost of that new formula for you! I also want to clarify that your prescription includes a 60-Day Consultation Period with your doctor, during which you can message them anytime with any concerns or questions. Your doctor is there to provide personalized support and will respond within 24 hours. We want to make sure you feel fully supported during your treatment! Regarding your medical background, our prescription process prompts every patient to complete a detailed medical history form. This information helps your Board-Certified Dermatologist review your medical history, skincare routine, and preferences to create a treatment plan that’s customized just for you! We genuinely appreciate your feedback, and I’m so sorry for any frustration you’ve experienced. If there’s anything else we can do to help you, please don’t hesitate to reach out. We’re here to ensure you have the best experience possible!

Response from MuselySep 9, 2024

Thank you for sharing your experience with us, and I sincerely apologize for the frustration and stress this situation has caused. I completely understand how disappointing it must be, and we are here to help resolve this for you! Regarding the FSA reimbursement eligibility, I know how important this is for you, and I want to clarify that our website does detail, “We recommend checking with your provider on reimbursement eligibility, as it is unfortunately outside of our control. Please also keep in mind that since we do NOT accept insurance and we are not able to provide any codes such as NDC or NPI.” While we can’t directly control FSA approval, we’re more than happy to assist by requesting copies of your prescription from the pharmacy to assist with your reimbursement eligibility claim! If you can kindly follow up with us via [email protected], we’ll take care of this for you as quickly as possible! Additionally, I can confirm that your doctor has written and sent a complete treatment plan in our MD Messaging Center. If you need any help locating this, please reach out to Musely Support, and we’ll guide you step by step to ensure you have what you need! I also want to acknowledge your request for a refund. Unfortunately, due to The Consumer Protection Federal Law, we’re unable to issue refunds for prescription medications once they’ve been compounded and shipped. However, we would love to offer Rewards as a gesture of goodwill to apologize for the inconvenience and any misunderstanding. Please reference #Trustpilot in your response to Musely Support, and we’ll credit your account right away! We truly appreciate your patience and understanding, and I’m here if you have any further questions or need assistance. Thank you again for giving us the opportunity to make this right!

Response from MuselySep 3, 2024

Thank you so much for taking the time to share your experience with us! We truly appreciate your honest feedback about our products and customer service. We’re glad to hear that the Spot Cream has been effective to address your needs and that you find our pricing a good value, especially compared to traditional office visits. We understand that skincare is a journey, much like any self-care routine, and results can take time. It’s wonderful to hear that you’re seeing positive changes with the Spot Cream, and we’re excited to see how the compound treatment for your neck and chest works for you! Regarding The Anti-Aging Cream we appreciate your feedback and encourage you to request increasing the dosage with your designated doctor to find what works best for your skin. Every skin type is unique, and we’re committed to helping our customers find the right regimen that delivers results! Please know that our team is here to support you. We strive to provide timely and helpful responses to all inquiries, and we're always here to help with any questions or concerns you might have! Thank you again for your thoughtful review! Your insights are invaluable not only to us but also to others who might be considering our products. We look forward to hearing more about your journey with Musely products and are here to support you every step of the way. Have a great day, and thank you for being a part of the Musely family!

Response from MuselySep 2, 2024

Thank you for sharing your experience with us! I’m very sorry to hear about the trouble you’ve encountered with your recent orders and the frustration it has caused. At Musely, we strive to provide prompt and effective support, and I apologize that we did not meet your expectations in this instance. Regarding the shipping address, I understand how important it is for your orders to arrive at the correct location. It appears that the shipping address was not updated in our system prior to the scheduled refill date, which is why your refills were shipped to the old address on file. We always recommend updating any shipping information before the refill is processed to ensure a smooth and accurate delivery. I apologize for any delay in our response time. While our team works hard to respond to all inquiries as quickly as possible, I understand how frustrating it can be when waiting for support. We are continuously working on improving our customer service response times and are exploring additional ways to provide even faster assistance. As a gesture of goodwill and to help cover the cost of a replacement, we have offered you a 30% discount. This discount is a courtesy and an exception, and we hope it helps make up for the inconvenience you experienced! Please reach out to us directly at [email protected] if you have any further questions or need assistance with your orders. We are here to help and want to ensure you have a positive experience with Musely moving forward! Thank you again for bringing this to our attention, and we appreciate your patience and understanding!

Response from MuselySep 2, 2024

Thank you for taking the time to share your feedback! I'm truly sorry to hear that your experience with us did not meet your expectations. At Musely, we sincerely care about each of our patients and are committed to providing the highest level of care and support throughout your treatment journey. I want to assure you that our products are backed by rigorous clinical trials and studies conducted by our team of board-certified dermatologists, chief medical officers, and pharmacists. These experts have dedicated their careers to developing and refining treatments that are both safe and effective for our patients. Your progress and satisfaction are of utmost importance to us, and we continuously monitor and improve our treatments based on the latest scientific research and patient feedback. We also stand firmly behind the quality and effectiveness of our products with our 60-day Results Guarantee. If you are not seeing the desired results on or after 60 days & completion of eNurse Check Ups, we offer options to adjust your treatment or provide a refund for applicable treatments in accordance with our guarantee. This policy is part of our commitment to ensuring that every patient feels confident and supported in their skincare journey with us! I understand how important it is to feel cared for, especially when it comes to your skin/hair care journey. Please know that you are never just a number to us. Our patient care team is here to provide personalized support and answer any questions you may have about your treatment plan. We are dedicated to helping you achieve the best possible results! We have reached out to request more information about your experience. Unfortunately, we have not heard back to be able to provide personalized support. If there is anything more we can do to address your concerns or if you would like to discuss your experience further, please do not hesitate to reach out to us directly at [email protected]. We are here to help and would love the opportunity to make things right! Thank you again for your feedback, and we hope to have the chance to provide you with the care and results you deserve!

Response from MuselyAug 30, 2024

We’re genuinely sorry to hear about the issues you’ve experienced and appreciate your feedback. It’s important to us that every patient has a positive experience with our services and products. We understand your frustration with the app and the communication challenges you’ve faced. While the enurse feature includes AI to assist with basic inquiries, our customer support team is available to provide more personalized help. If you’ve encountered issues or have concerns, please reach out to us directly via email, live chat, or telephone so we can address them promptly. We regret to hear that The Spot Peel did not meet your expectations. Our goal is to offer effective treatments, and we’re sorry if this wasn’t the case for you. We would be happy to help cover the cost of finding a treatment that you love and that produces the results you’re hoping for. Please let us know how we can assist you in this process. Contact us at [email protected] or through our live chat and telephone options for any further assistance. We are committed to resolving your concerns and ensuring you receive the support you deserve. Thank you for sharing your experience, and we look forward to helping you achieve the results you’re looking for.

Response from MuselyAug 30, 2024

We’re truly sorry to hear about the difficulties you’ve experienced with your orders! We take pride in providing exceptional support and resolving any issues our patients may face and we are here and happy to get this resolved for you as soon as possible! We’ve reached out via this TrustPilot platform requesting your contact information so we can assist you directly, but unfortunately, we haven’t yet heard back from you/received the required information. To ensure we can address your concerns effectively, please provide us with your contact details or reach out to us via email, live chat, or telephone. Our customer support team is available and ready to help through various channels. You can contact us at [email protected]. We are committed to resolving your issue and providing the assistance you need! Thank you for your patience, and we look forward to resolving this matter for you!