Lindsay W.
Horribly run company with good products
The products are good. Some of them are really good. Pricing is beyond deceitful and it's also useless- as discussed below, you can't even control frequency. It will say a product costs "$x" per month but that isn't the case- it's divided by how many months they suggest it lasts. You'll also feel deceived by the costs of the "patient visits". Fine, I get that they are compounded formulas blah blah but if you canceled a treatment for one month, you have to pay it over and over. The product ends up costing like 3x what you think. Theyre always running 30% off promotions, like alllllways, so wait for that. But it'd be nice if they could just get their demand curve figured out and set pricing once and for all. Which brings me to my next point. You will have little control over how often you get your product. Sometimes you just keep paying and the product is sent too often. More frustratingly, like with the hair loss, it's not sent nearly often enough. And there is little-to-nothing you can do in the app. Which brings me to my next point. The app is awful and customer service is non existent. If you ever once got a treatment, canceled it, then want a new one, the app almost won't even let you do it. The chat bot is useless and you cannot talk to anyone at all. Again I do like the products. They somehow take like 3 weeks to ship though. Dont order if youre hoping for a product before a vacation in a month...Maybe someone can buy this company and run it normally. Or maybe a competitor can just produce the formulations with non-deceitful pricing and a user-friendly app.
Response from MuselyJul 3, 2025
Thank you for taking the time to share your feedback — we truly appreciate you outlining both what you like and what’s been frustrating for you. We’re so glad to hear you’ve had good results with our products, but we’re genuinely sorry that parts of the experience have left you feeling disappointed! Pricing Transparency: We understand that the pricing structure can feel confusing. Each treatment is a freshly compounded prescription that includes an Online Doctor Visit fee, which covers your consultation with a board-certified dermatologist to review your medical history and customize your treatment. This fee is only charged when you order new prescription medication, because a new medical examination is required for any new prescription — just like at an in-person doctor visit. It is never repeatedly charged with refills. Refill Frequency: While enrolled in Auto-Refill, your refills are billed, freshly compounded, and shipped from our pharmacy every 2–3 months, depending on the treatment. You always have full control to advance or delay your refill at any time to match your pace. We also send a 5-day reminder email before each refill order so you have plenty of time to make any adjustments to your refill schedule. Shipping Times: Because our products are custom-compounded for you, it typically takes 1–7 business days to prepare your order (most often 1–3 days) and then up to 7 days for delivery, depending on USPS schedules and volume. Customer Support & App Experience: We’re truly sorry if you’ve had trouble managing orders or getting help through the app — that’s never what we want for our patients. Our Support Team is here for you and responds to 100% of emails. If you ever need help managing your account or run into an issue with the app, please reach out directly at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support so we can assist you personally. Your feedback about pricing clarity, refill control, and the app experience is incredibly helpful and will be shared with our product and operations teams — we’re always working to make these processes clearer and more patient-friendly! Thank you again for your honesty and for giving Musely a chance to help you on your skin and hair journey. We truly appreciate having you in the community and hope to make things even better for you moving forward!