MuselyReviews of musely.com

Response from MuselyAug 30, 2024

We’re genuinely sorry to hear about your experience and appreciate you bringing your concerns to our attention. We take all feedback seriously and strive to provide the best support possible. We want to assure you that we are not operating a scam in any capacity and that we certainly do honor our 60-day money-back guarantee, provided the terms and conditions are met. Additionally, treatment refunds are always issued if a patient has been diagnosed with an allergic or adverse reaction by their designated doctor. If you experience any issues with our products, please contact us directly so we can review your situation and offer a resolution! Our customer support team is available via email, live chat, or telephone, and we’re here to assist you with any questions or concerns you may have. We understand that dealing with reactions can be stressful, and our team, including Board-Certified Dermatologists, is dedicated to providing you with the support you need. We’re sorry to hear that you feel we did not meet your expectations. Your feedback is important to us, and we’re committed to improving our services based on your experience. We have requested more information/your contact information from you via this TrusPilot channel to allow us to follow up with you directly. Unfortunately, we have not received the requested information from you to do so. If you have any remaining concerns or questions, please reach out to us through any of our support channels so we can address them promptly. To expedite a resolution, please contact your designated doctor and follow up with Musely Support via [email protected]. Thank you for your patience, and we hope to have the opportunity to make things right!

Response from MuselyAug 30, 2024

Thank you so much for your wonderful feedback! We’re thrilled to hear that The Spot Cream has worked so well for you and that you’re seeing great results! We truly appreciate your patience and commitment over the past two months. Your satisfaction and success with our products mean a lot to us! If you have any further questions or need additional support, please don’t hesitate to reach out. We’re here to help and excited to continue supporting your skincare journey! Thank you again for sharing your positive experience!

Response from MuselyAug 27, 2024

We’re sorry to hear about the issues with your treatment's consistency that you’ve experienced. We understand these things can be challenging, and we want to ensure you get the most out of your treatment! Kindly note that greasiness can be common when applying this medication to your scalp or hair itself. To help this, we recommend using a mild shampoo like Nizoral or Head & Shoulders, avoiding hair gels and excessive heat, and reducing medication use if needed. If this persists, please reach out to your designated doctor for further guidance and recommendations! We truly value your commitment to your treatment and want to support you. To help cover the cost of the treatment you love and that provides the results you’re looking for, we’d be happy to discuss options with you. Please contact us directly via [email protected] and reference #TrustPilot, so we can work together to find a solution that meets your needs! Thank you for your patience and understanding. We’re here to help and ensure you have a positive experience with your treatment!

Response from MuselyAug 12, 2024

Thank you for sharing your experience! I’m sorry to hear that your experience so far hasn’t met your expectations, and I want to address your concerns with the attention they deserve. I understand how frustrating it can be when you’re not seeing immediate results from a treatment. It’s great that you’re giving it time as instructed, as some treatments do commonly take 6-8 weeks for noticeable improvements. I’m also concerned to hear about your experience with our customer service, and I apologize if you felt unsupported. Your satisfaction is incredibly important to us! After reviewing your account, I see that Musely Support promptly responded to the two emails we have received from you, providing accurate information each time. It’s possible that these emails may have been filtered into your spam folder, so I kindly ask you to check there just in case. To ensure that your questions are addressed without any further delay, I’m providing the information you’ve requested below: Auto-Refill Status: We have turned off Auto-Refill for you today, so no further refills will be charged or processed for shipment until you decide otherwise. You can also pause or turn off Auto-Refill anytime by following these steps: On the Musely website or app, go to the My Treatments page. Select the relevant treatment. Click Manage Treatment. Click Cancel All Future Refills. Choose the reason and click Continue. Click Confirm Cancellation. Manual/Order Refill Instructions: When you are ready to order refills, you can easily do so by following these steps: On the Musely website or app, go to the My Treatments page. Select the relevant treatment. Click Order Refills. On the pop-up, click Order Refills. Choose your desired refill date and select Save. Medication Cost: The cost of your treatment is $67 for the medication alone, or $85 if you choose to add The Cleanser and The Day Cream. 60-Day Result Guarantee: I also want to ensure that you’re aware of our 60-Day Result Guarantee. If you complete your eNurse checkups on or after 60 days of treatment and are not satisfied with the results, you will be eligible for a full medication cost refund of your initial order. If you have any questions at all or need further assistance, please don’t hesitate to reach out to Musely Support via support.musely.com/hc/en-us/requests/new. We’re here to help and want to ensure that your experience with Musely is as positive as possible! We truly appreciate your trust in Musely and look forward to assisting you further!

Response from MuselyAug 9, 2024

Thank you for sharing your experience! I’m truly sorry to hear that you had a negative reaction and that the product didn’t work as expected. Your comfort and satisfaction are incredibly important to us, and I regret that we let you down in this instance. While it’s not common, some individuals may experience side effects like scalp irritation or increased hair shedding when first starting a new treatment. I understand how concerning this must have been for you, and I’m here to help! We have detailed information on how to manage potential side effects, which you can find here: https://support.musely.com/hc/en-us/articles/4410199642647-The-Hair-Solution-and-or-The-Hair-Pill-possible-side-effects-and-how-to-manage-them. We encourage our patients to reach out to us immediately if they experience any discomfort, so we can guide them through the best steps to take. I understand that you no longer expect a refund, but I’d like to offer our assistance in finding a treatment that aligns better with your needs and produces the results you’re looking for. We’d be happy to help cover the cost of trying a new treatment that you feel more comfortable with. To help remedy this, we kindly ask that you reach out to Musely Support via support.musely.com/hc/en-us/requests/new, reference #Truspilot in your email, and an agent will be happy to further assist you! Thank you for bringing this to our attention. We value your feedback and are here to support you!

Response from MuselyAug 9, 2024

Thank you for taking the time to share your feedback! We are so sorry that your scheduled prescription refill was shipped to your previous address. Please note that the instructions to change your shipping address are detailed on our website’s Help Center when you search “change address” and this change needs to be made prior to your scheduled refill date. However, we are more than happy to assist with making this change on your behalf! We would love to have the opportunity to make this right and ensure that you receive your treatment at a discounted price. For assistance with this, please reach out to Musely Support via support.musely.com/hc/en-us/requests/new. Thank you again for your time, patience, and consideration and we look forward to having the opportunity to further assist you in your skincare journey!

Response from MuselyAug 2, 2024

Thank you for sharing your feedback with us! We take all concerns very seriously and appreciate the opportunity to address them. We have followed up with you via email to thoroughly address all of your questions and concerns. We have also facilitated each of your requests to ensure your satisfaction. I’m pleased to share that we have received your confirmation that the resolution was satisfactory. Given that we were able to resolve your concerns, we kindly ask that you consider revisiting your review to reflect your updated experience. Your feedback is valuable to us, and we want to ensure it accurately represents the level of care and support we strive to provide to all our patients. To clarify and as detailed on our website and consented to at checkout, the $20 Online Doctor Visit is a legally required service fee for all new prescription requests. This service fee is not unlike any other medical exam fees; as it accounts for your Dermatologist's time and expertise in reviewing your medical history, examining your photos, determining if/what prescription formula is best for you, explaining why or why not the treatment requested is recommended, and being accessible to you for any and all treatment-related questions or concerns for the next and entire 60 days! Thank you again for allowing us the chance to make things right. We truly value your trust and look forward to continuing to support you!

Response from MuselyJul 30, 2024

Thank you for taking the time to leave your feedback! We sincerely apologize for any misunderstanding or inconvenience experienced regarding your prescription medications and its standard and maximum dosage. As noted on our website, your prescription treatment bottle is meant to be a 3-month supply when using the general and most common instructions of applying 1 dropperful daily. Each dropperful is designed to draw 0.5ml, so if you are using this most instructed dosage (one dropperful daily), this should last over 90 days because 0.5ml multiplied by 90 days = 45ml and The Hair Solution is compounded in 60ml quantities. Although Musely provides general instructions for the treatment itself, there are different recommendations for each of the specific formulas of the treatment based on the active ingredients included or excluded. Additionally, our dermatologists also take into consideration the condition severity and type (diffuse or localized hair loss) as well as the patient’s medical history and tolerance of the ingredients when directing them how much of the solution to use, so it is not a one size fits all and is up to our doctors to determine what's best for each patient! Our formulas and dosage quantities have been determined by a team of Board-Certified Dermatologists and pharmacists as a result of the studies and trials conducted and the quantity of solution compounded into each treatment bottle cannot be altered. If a patient finds that the treatment does not last them the full 3 months, we kindly ask that they reach out to inform us, so that we can assist further and provide a resolution that meets their expectations and points in treatment. The reports in this regard are extremely minimal. We would love the opportunity to meet your expectations. For this reason, we kindly ask that you reach out to Musely Support via support.musely.com/hc/en-us/requests/new and reference #Trustpilot and we will be more than happy to further assist you!