MuselyReviews of musely.com

Response from MuselyJul 15, 2025

Thank you for sharing your feedback, and we're genuinely sorry to hear about your experience! We want to reassure you that Musely offers full flexibility to cancel at any time. Patients can cancel their Auto-Refill, delay their next shipment, or update treatment preferences directly through their account online. That said, we understand it can be frustrating if you're unsure how to access those options or if something didn’t go as expected. Our dedicated team is always available to assist via our Help Center. You can reach us directly here: support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support. If you haven’t already, please contact us with your full name or email address so we can help resolve this for you. We’re committed to providing a smooth and supportive experience, and we appreciate the opportunity to make things right!

Response from MuselyJul 15, 2025

Thank you for your feedback, and we're truly sorry to hear about your experience. At Musely, we strive to provide clear and transparent service, and we regret any confusion caused! We’d like to clarify that Musely does not place orders or enroll patients in Auto-Refill without their explicit consent. All orders and subscription enrollments require confirmation and payment authorization at checkout. That said, we understand how frustrating it can feel if something seems unexpected, and we want to help make this right! Please reach out to us directly through our Help Center at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support. If you haven't already, please contact us there with your full name or email address so we can locate your account and assist you further. We appreciate the opportunity to look into this and resolve any concerns you have!

Response from MuselyJul 8, 2025

Thank you so much for sharing your experience — we truly regret to hear that you have not yet seen your desired results and we are here to support you! Our treatments are freshly compounded prescription formulas designed by board-certified dermatologists to help improve stubborn melasma. It’s actually common for some patients to notice temporary darkening at first — this happens because the pigment is brought to the surface before it fades. However, your designated Musely doctor should always guide you if you’re seeing unexpected results or worsening pigmentation! Regarding the brown staining on your fingernails — this can happen if the cream isn’t fully washed off your hands after application. We strongly recommend washing hands thoroughly right after to prevent this from happening. We’d love to turn this around for you. Please reach out to your Musely doctor through your account, or connect with our Support team at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support. We’re here to help adjust your treatment plan, address any side effects, or explore a different formula that may work better for your skin and goals! Thank you again for giving Musely a try — we genuinely hope we can make this right for you!

Response from MuselyJul 8, 2025

Thank you for taking the time to share your experience — I’m truly sorry for the frustration and confusion this has caused! We completely understand how concerning it can be if your treatments have an unexpected scent. The “onion-like” scent is actually normal for some of our freshly compounded formulas — certain active ingredients, like Hydroquinone, can naturally carry a stronger "onion/garlic" scent when freshly mixed. We never want you to feel bounced around or unheard — while our app and eNurse check-ins are there for convenience, our support team is always here to help with any general questions directly. Please reach out to us at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support and we’ll personally ensure this is fully addressed for you. If you’d like, we’d also be glad to help cancel your subscription or find a different treatment that’s more comfortable for you. We truly appreciate you being part of the Musely community and hope we can make this right for you!

Response from MuselyJul 8, 2025

Thank you for reaching out and sharing your feedback — we’re truly sorry for the frustration you’ve experienced! We never want you to feel stuck in a loop when you need help! While our automated chat is designed to help with simple tasks like changing your refill date, we absolutely understand that sometimes you just need a real person to step in. Please reach out to our team directly at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support — our agents are ready to personally assist you and make this right. We’d be happy to help adjust your refill date, cancel your Auto-Refill if needed, or answer any other questions. Thank you for giving us the chance to turn this around — we appreciate you being a Musely patient!

Response from MuselyJul 7, 2025

Thank you for taking the time to share your experience — I’m truly sorry to hear how disappointing this transition has felt for you, and I appreciate you giving us the chance to clarify! I’m glad to hear that your initial results with The Spot Cream were positive. As you noted, it’s standard dermatological guidance to cycle off hydroquinone after a period of consistent use to maintain long-term results. I’d like to clarify that our M+ formula is freshly compounded with 12% hydroquinone as indicated on your bottle. If kojic acid is listed as an active ingredient on your treatment bottle, it is guaranteed to be included. The darker color and thicker texture you noticed are completely normal for The Spot Cream HQ Free formula, as it contains azelaic acid, which can naturally contribute to a darker appearance. However, we understand that you are not satisfied with this formula and we are more than happy to help! Regarding The 60-Day Result Guarantee, this is clearly outlined and consented to when you place your order and is also emailed to you. If you do not qualify for the Guarantee because of eligibility requirements — we can completely cover the cost of your next fill of The Spot Cream with Hydroquinone to ensure you are supported and confident moving forward! We’d really like to resolve this for you directly. Since your contact details are hidden here, please reach out to Musely Support at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support so we can make this right. Thank you again for your feedback — it helps us improve, and we truly appreciate the opportunity to make this right for you!

Response from MuselyJul 3, 2025

Thank you for taking the time to share your experience — we’re truly sorry to hear about this and understand how frustrating it must feel. To clarify, if an order is successfully canceled before it is compounded and shipped, you are absolutely eligible for a full refund. If you never received your product, we definitely want to resolve this for you right away. Please reach out to our Support Team at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support so we can review your order details, confirm the status, and make sure you get the refund you’re entitled to. We truly apologize for any inconvenience and appreciate the chance to make this right for you!

Response from MuselyJul 3, 2025

Thank you for taking the time to share your experience — we’re truly sorry to hear you haven’t seen the results you were hoping for. We understand how frustrating this must feel and we appreciate you giving your treatment a fair chance! We’d like to clarify that The 60-Day Result Guarantee is still available even after 60 days — as long as you’ve completed your eNurse Check-Ups. These check-ups are an important part of your treatment plan because they allow you to monitor your progress and it advises you to reach out to your doctor if you are not seeing your desired results! Please note that results can vary from patient to patient, as everyone’s skin is different — but we absolutely want to help you find a treatment you love that produces the results you’re looking for. If you reach out to Musely Support and your designated doctor, we’d be happy to help you review your case and cover the cost of a new formula if it’s determined that a different approach would be better for you! Please don’t hesitate to contact us at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support. We truly want you to feel confident and supported every step of the way. Thank you again for your feedback — we’re here for you and we appreciate you being part of the Musely community!