MuselyReviews of musely.com

Response from MuselyJun 18, 2024

Thank you for sharing your feedback! We are so sorry to hear that you are not seeing your desired results with your treatment thus far and for any confusion/misunderstanding regarding our 60-Day Result Guarantee! We highly prioritize transparency with all patients, so we make our refund and return policies clear throughout treatment. The terms for the 60-Day Result Guarantee are available during the check-out process to make this information appropriately accessible. The guarantee is as detailed: TERMS & CONDITIONS: Proper use of medication with eNurse software for 60 days Valid for the initial medication only, not refills/doctor’s fees Side effects are expected & excluded from the guarantee If you use the medication together with the Musely app's eNurse check-up software for 60 days and are not satisfied with your results, we will refund you the full cost of the medication. We completely respect your informed consent as a patient, so we ask each patient consent to the eNurse software at check out in order to proceed. To address your results/progress, we recommend consulting with your designated doctor to request their medical guidance, as our Customer Support Team is not medically licensed to do so. With that being said and if you need any further assistance with contacting your doctor to discuss your treatment plan, we kindly ask that you reach out to Musely Support via support.musely.com/hc/en-us/requests/new, reference #Trustpilot, 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 18, 2024

Thank you for providing your feedback and allowing us the opportunity to make it right! We sincerely apologize for any issues or misunderstanding with the color/consistency of your treatment(s) and we can certainly understand your disappointment. Please note that that certain compounded prescription formulas are commonly dark/brown in color due to the Azelaic Acid ingredient compounded within it. Please also note that all of our medications are specially formulated in small batches at our compounding pharmacy. As the medication is not mass manufactured, it is common to notice variations in consistency and/or texture as well. 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. For reference and verification, we have written an article in our Help Center to address and clarify this: https://support.musely.com/hc/en-us/articles/16613299360151-Consistency-of-Musely-Treatments?source=search. We certainly want to ensure that our services and products 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 with helping cover the cost of your next refill or a different product that you love & produces that results you want!

Response from MuselyJun 18, 2024

Thank you for taking the time to share your feedback! We are sorry to hear that you are not satisfied with your treatment thus far and for any confusion/misunderstanding regarding your scheduled refill schedule. Our prescription medications are freshly compounded and extremely high quality. Additionally, their dosages are accurately reflected and not falsely advertised in any way. With the extraordinary care we take in developing, testing, and regulating our prescription medications, we continue to strive for providing our patients with the most potent, effective, and reliable treatments to achieve their desired skin and hair care goals! To clarify, we offer two ordering options at checkout: A One-Time Treatment or Auto-Refill. Selecting Auto-Refill schedules the pharmacy to freshly compound and ship your medication(s) according to the treatment’s specific Auto-Refill schedule. As a kind reminder, we send all of our patients a “refill reminder” email 5 days prior to every scheduled refill date, to allow plenty of time to manage individual refill schedules according to the patient’s preferences. 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, reference #Trustpilot, and we will be more than happy to help cover the cost of a product you love, that produces the results you want!

Response from MuselyJun 18, 2024

Thank you for taking the time to share your feedback! I am very sorry to hear about any issues experienced the consistency of your freshly compounded medication and/or any confusion 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! Please note that we offer two ordering options at checkout: A One-Time Treatment or Auto-Refill. Selecting Auto-Refill schedules the pharmacy to freshly compound and ship your medication(s) according to the treatment’s specific Auto-Refill schedule. As a kind reminder, we send all of our patients a “refill reminder” email 5 days prior to every scheduled refill date, to allow plenty of time to manage individual refill schedules according to the patient’s preferences. 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 with helping to cover the cost of a product you love that produces the results you want! Thank you so much and we look forward to having the opportunity to assist you further!

Response from MuselyJun 18, 2024

Thank you for sharing your feedback! I apologize for any confusion or misunderstanding regarding our Online Doctor Visit fee(s). As explained on our website and consented to at checkout, the $20 Online Doctor fee is a legally required service fee for all new prescriptions. 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 exactly what prescription formula is recommended for you (based on what you requested), 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! This information is available on our website, gone over during the Doctor visit (& at checkout), and on our website's Help Center. For your convenience, I have provided a few of these articles for your review and verification below as well as what was consented to at checkout regarding this fee. However, this is why we provide all of our patients with discount codes when additional treatments are recommended! We would love the opportunity to make this right and 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. Thank you again for your time and consideration and we look forward to having the opportunity to further assist you!

Response from MuselyJun 18, 2024

Thank you for taking the time to share your feedback! We are so sorry that your prescription order was shipped to the incorrect address. Kindly note that addresses are exclusively entered and managed by the patient. Please also note that the instructions to change your shipping address are detailed on our website’s Help Center when you search “change address” and must be followed prior to your shipment date. However, we are more than happy to assist with making this change and helping to cover the cost of a replacement as a courtesy! We would love to have the opportunity to make this right and to 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 and reference #Truspilot. 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 MuselyJun 18, 2024

Thank you for taking the time to share your concerns! We are so sorry to hear that you experienced any issues with your treatment's consistency! 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, texture, or for your treatment to become separated over time or when exposed to heat. 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 do everything we can 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, reference #Trustpilot, and we will be more than happy to help cover the cost of a replacement order for you! Thank you again for your time and consideration and we look forward to having the opportunity to further assist you!