MuselyReviews of musely.com

Response from MuselyJun 17, 2024

Thank you for taking the time to share your feedback! I am very sorry to hear about any confusion regarding the ordering process and for any issues experienced the consistency of your freshly compounded medication. To clarify, the Online Doctor Visit is outlined on our website/Musely.com. In short, as a telemedicine service, we connect patients with Board-Certified Dermatologists through our HIPAA compliant platform. There are no video or phone visits. Rather, once the medical questionnaire is completed with photos and payment, your designated doctor will be able to review this information to determine the best treatment plan for you. Within 24 hours, your doctor will review the medical information and photos provided and determine if the treatment(s) is right for you. Your doctor will send you a message containing your treatment plan and treatment instructions, as a full examination of your medical information and photos is required for all of our prescription treatments. Please note that our prescriptions are specially formulated in small batches at our compounding pharmacy and as the medication is not mass manufactured, it is common to notice variations in consistency and/or texture. However, this does not affect the efficacy of the treatment! Musely’s compounding process results in our patients receiving the freshest most effective treatment shipped at its maximum potency! However, we certainly want to ensure that you are satisfied with our services and our product(s). 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. Thank you again for your time and consideration and we look forward to having the opportunity to further assist you!

Response from MuselyJun 17, 2024

Thank you for taking the time to share your feedback! We are so sorry for any shipping delays you have encountered. The majority of our prescription medications are freshly compounded and shipped within 2-4 days after the order is placed/approved by your designated doctor and shipped within 2-7 days, so a delay of this magnitude is certainly not standard for us! We know how frustrating delays can be and we would love the opportunity to make this right! With that being said, we kindly ask that you reach out to Musely Support via support.musely.com/hc/en-us/requests/new, reference #Truspilot in your email, an agent will be happy to further assist you. Thank you again for your time, consideration, and patience and we look forward to having the chance to enhance and improve your Musely experience!

Response from MuselyJun 7, 2024

Thank you for taking the time to share your feedback! We sincerely apologize for any confusion or misunderstanding and thank you so much for your patience. Please kindly note that Prescription Requests are only rejected by our dermatologists if they determine that it is not safe or recommended for the patient to use and this will always be explained in our MD Messaging Center. Our prescription medications are freshly compounded, so they will never be rejected due to inventory/stock issues. As detailed on our website and consented to during 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 fee; 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! With that being said and because this is a legally required service fee that has been provided for you, it cannot be waived or refunded. We certainly want to assist you with finding a treatment you love, produces the results you want, and is safe for you to use! For this reason, we would be happy to help cover the cost of a new medication that your doctor recommends! Please do not hesitate to reach out to Musely Support via support.musely.com/hc/en-us/requests/new and we will be happy to help! Thank you so much for your time, patience, and consideration and we look forward to having the opportunity to further assist you in reaching your skin/hair care goals!

Response from MuselyJun 7, 2024

Thank you for taking the time to share your concerns! We are so sorry to hear that some of your prescription refills have not met your expectations and we would love the opportunity to provide clarification. Please note that our prescriptions are specially formulated in small batches at our compounding pharmacy and as the medication is not mass manufactured, it is common to notice variations in consistency and/or color. However, this does not affect the efficacy of the treatment! Musely’s compounding process results in our patients receiving the freshest most effective treatment shipped at its maximum potency! Additionally, we recommend reaching out to your designated doctor to request their recommendations. If you need any assistance with contacting your doctor to discuss your results, we kindly ask that you reach out to Musely Support via support.musely.com/hc/en-us/requests/new and we will be more than happy to help cover the cost of finding a product that you love that produces the results you want! Thank you again for your time and consideration and we look forward to having the opportunity to further assist you!

Response from MuselyJun 7, 2024

Thank you so much for taking the time to share your concerns! We are so sorry to hear that you have not yet seen your desired results and we understand how disappointing this can be! Please note that some conditions do take longer to treat and we are here and happy to help you find a skincare routine that you’ll love that produces the results you want! Please do not hesitate to reach out to your designated doctor to address your progress thus far and request their medical guidance and recommendations to accelerate your results with your treatment! If you need instructions on how to contact your doctor 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 to achieve your skincare goals!

Response from MuselyJun 7, 2024

Thank you for taking the time to share your feedback! We sincerely apologize for any issues or inconvenience experienced with your treatment's quantity and would love the opportunity to help provide clarification. The general instructions for this treatment are to use 1-2 dropperfuls one time a day and massage throughout the affected area. Although Musely provides these 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. On top of that, 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. With that being said, it is not a one size fits all and is up to our doctors to determine what's best for each patient. When deciding on your specific application plan, you should always prioritize any specific instructions that you have received directly from your prescribing dermatologist. When in doubt, you can always contact them for further clarification! Please note, we have found that the vast majority of our patients fall under the general usage and they finish their solution in about 3 months for $90 per 60ml treatment bottle (which follows the Auto-Refill schedule). In the more rare case that a patient finishes the medication before the 3 month mark, the refill date can be easily adjusted to avoid interruption in treatment. We're determined to ensure that cost is never a barrier to you maintaining your results. On that note, we would be happy to help cover the cost of your next refill! Please reach out to Musely Support via support.musely.com/hc/en-us/requests/new and an agent will be happy to help you with crediting Rewards into your account. We thank you so much for your time, patience, and consideration and we look forward to having the opportunity to further assist you!

Response from MuselyJun 7, 2024

Thank you for taking the time to leave your feedback and allowing us the opportunity to assist you further. I sincerely apologize for any inconvenience or misunderstanding and thank you so much for your patience. I have looked into this further for you and I can confirm that we only received one voicemail from you on 5/28, to which we promptly responded to via email on that same date to provide you with assistance. As explained in our email, photos were missing from your Prescription Request orders, which is why you were emailed several notifications to upload photos to complete your orders. However, I can confirm that you canceled both of these orders on 5/28, issuing you a full and automatic refund of the entire amount paid. If you need any further assistance, we kindly ask that you 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 to further assist you in reaching your skincare goals!

Response from MuselyJun 7, 2024

Thank you so much for taking the time to leave your feedback! We sincerely apologize for any inconvenience or misunderstanding and would love to provide clarification. Kindly note that The Anti-Aging Cream is always freshly compounded with Tretinoin and this information is available and clearly detailed on our website here: https://www.musely.com/skinregeneration. We strive to provide exceptional customer service and we make it accessible to all of our patients to contact us. We can be reached by email, live chat, phone and/or social media and we guarantee that you will be responded to within 72 hours. To further discuss your billing inquiries/charges, please reach out to Musely Support via support.musely.com/hc/en-us/requests/new and we will be happy to assist you right away. Please do not hesitate to reach out to us to allow us the opportunity to assist you in achieving your desired results and addressing your questions and concerns!