MuselyReviews of musely.com

Response from MuselyMay 27, 2025

We’re truly sorry to hear about your experience and appreciate you taking the time to share this feedback. At Musely, the health and satisfaction of our patients are our top priorities, and we’re committed to addressing any concerns with care and urgency! While we understand your frustration, we’d like to clarify that our treatments are customized and prescribed by board-certified dermatologists after a thorough online examination, and we strictly follow FDA regulations for compounded medications. Because these are prescription items made specifically for each patient, we’re unable to accept returns—but we do offer a 60-Day Result Guarantee and provide refunds when the criteria are met for eligible treatments. Additionally, we’re disappointed to hear that you had trouble reaching our team. Our dedicated support agents are available by live chat, email, or phone, and we’d love the chance to make this right. If you haven’t already, please contact us via email, as Trustpilot censors your contact information to protect your privacy, meaning we cannot follow up with you directly. We take feedback seriously and hope for the opportunity to provide the care and support you deserve!

Response from MuselyMay 27, 2025

Thank you so much for taking the time to share your experience. We’re very sorry to hear about your disappointment, and we truly appreciate your feedback! We want to clarify that your review was not deleted by Musely. We take all patient feedback seriously—positive or negative. Additionally, we want to reassure you that your prescription was not disabled due to your review. Auto-Refill was turned off per your request, but you can easily order refills at any time—there are no reactivation fees, and your access remains fully intact! After seeing your feedback, our team reached out via email on May 22nd to offer support, including applying the full medication cost in Rewards so you could try a new treatment that may be a better fit. You kindly followed up, and we were happy to confirm that your Rewards were added! We fully agree that everyone responds differently to treatments, and we’re here to work with you to find one that aligns with your goals. If there’s anything further we can do, please don’t hesitate to reach out to Musely Support. We hope to continue supporting you on your skincare journey!

Response from MuselyMay 23, 2025

Thank you for sharing your feedback. We're truly sorry to hear that your experience with Musely hasn’t met expectations, and we completely understand how frustrating it can be to feel like you're being charged for something you intended to cancel! To clarify, Musely does not require a one-year commitment—patients have full control over their treatments and can cancel at any time. If there was any confusion around this, we sincerely apologize and are here to help. To cancel future orders for your treatment, please follow these steps: Go to the My Account page on the Musely website, or open the Musely app: Select My Treatments Click Manage Treatment for the relevant treatment Click Cancel All Future Refills Choose your reason and click Continue Then click Confirm Cancellation If you need any help along the way, please don’t hesitate to reach out directly at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support. We're here for you and would love the opportunity to assist further or make this right!

Response from MuselyMay 22, 2025

We’re truly sorry to hear about your experience and appreciate the opportunity to clarify and assist you to ensure your satisfaction! The Spot Cream is freshly compounded with medical-grade prescription ingredients and is designed to last approximately 60 days when used as directed. The bottle features an airless pump to maintain potency and prevent contamination, but if it’s not dispensing properly—especially early on—it may just need to be primed. That said, if priming the pump does not resolve the issue, we’re fully committed to replacing it at no cost to ensure you receive the full course of treatment! We never want any patient to feel misled or unsupported. If you were unable to access your medication, please reach out to us right away so we can make it right. Our team is here to help and can be reached at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support. Thank you again for your feedback—we take it seriously and would love the chance to turn your experience around!

Response from MuselyMay 21, 2025

Thank you for sharing your experience, and we’re truly sorry to hear that you haven’t seen the results you were hoping for! While our treatments are formulated by board-certified dermatologists and have helped many patients, we understand that results can vary based on individual skin needs and medical history. We’d love the opportunity to make this right and help you explore a different formula that may be a better fit. If you haven’t already done so, we encourage you to reach out to your designated doctor through your Musely account—and/or contact our Support Team at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support. We’re here to support you and want to ensure you find a treatment plan that works for you! Thank you again for giving Musely a try. We appreciate your honest feedback and hope we’ll have the chance to assist you further!

Response from MuselyMay 19, 2025

Thank you for sharing your experience—we’re truly sorry to hear about the difficulties you encountered. We always want your Musely journey to feel clear, supported, and guided by expert care! While patients are fully in control of their subscriptions and can cancel anytime through their account, we sincerely apologize if the process felt frustrating. Our team would be happy to help cancel your subscription and ensure no further charges occur. You can reach us directly at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support, and we’ll gladly assist. As for Hydroquinone, our board-certified dermatologists clearly inform patients during the consultation process that a treatment break is required after 4–6 months of continuous use and ensure this is written into each treatment plan. We understand that following a long-term treatment plan can raise questions, and we always recommend checking in with your designated doctor through your Musely account to make sure your regimen stays aligned with your skin’s needs. We appreciate your feedback and would love the chance to make things right!

Response from MuselyMay 19, 2025

Thank you for taking the time to share your concerns. We're truly sorry to hear about your experience and understand how frustrating this must be. Patient safety is extremely important to us, and if your primary care provider has advised against taking the Spot Pill, we want to help. While our treatments are prescription-only and non-returnable due to federal regulations, we do offer exceptions in cases where a licensed provider has advised discontinuation for medical reasons. Please reach out to our Support Team and reference your PCP’s recommendation so we can review this further for a possible resolution. You can contact us directly at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support. We’d love the chance to make this right and ensure your concerns are fully addressed!

Response from MuselyMay 15, 2025

We're very sorry to hear about your experience and truly appreciate you sharing this feedback! We understand how frustrating it is to be without your treatment, and we want to make this right. Musely ships all orders with tracking, and if your package is delayed or lost, we’re always happy to send a free replacement once we can confirm your shipping details. We also have a dedicated Support Team available via email, live chat, and phone, and we take pride in being responsive and helpful! We respond to 100% of assistance requests received, so we are very sorry that you have not yet received a response! Please reach out to us at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support so we can locate your order and provide a resolution as quickly as possible. Your satisfaction matters, and we’re always here to help!