MuselyReviews of musely.com

Response from MuselyApr 23, 2025

We're so sorry to hear about any misunderstanding and want to sincerely apologize for any irritation you experienced while using your treatment! At Musely, we honor our 60-Day Results Guarantee for applicable treatments on or after 60 days with the completion of eNurse Check-Ups, and we also take patient comfort and safety very seriously. In cases where a patient experiences an adverse or allergic reaction, we work closely with their designated doctor to determine whether treatment should be discontinued — and if so, we’re always happy to issue a full medication cost refund, even outside the guarantee terms! We’d love to resolve this for you as quickly as possible — please follow up with your doctor via your account or let us know and we’ll be happy to help facilitate the next steps. You can also reach our support team at any time here: support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support We truly appreciate your feedback and your past support across four treatments, and we hope we can make this right!

Response from MuselyApr 23, 2025

Thank you so much for taking the time to share your experience — we’re truly sorry to hear that you didn’t achieve the results you were hoping for! While our prescription treatments are formulated by board-certified dermatologists using clinically proven ingredients — similar to those you might receive from a traditional dermatologist’s office — every individual’s skin can respond differently based on a variety of factors, including skin type, severity of the condition, and consistency of use over time. We're grateful to hear that you reached out to your designated doctor for guidance, and we appreciate your dedication to the treatment! We understand how disappointing it can be when expectations aren’t met, and we’d love the opportunity to revisit your treatment plan and help determine the best next steps for you. If you haven't already, please feel free to reach out to us at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support — our team would be happy to look into this further and see how we can help make things right. Your experience matters to us, and we’re committed to supporting you in finding the best solution for your skin!

Response from MuselyApr 23, 2025

We’re so sorry to hear about your experience and appreciate you bringing this to our attention! This is certainly not the experience we want any of our patients to have. Musely’s prescription quantities are designed by our team of board-certified dermatologists and pharmacists, and while each bottle is intended to last approximately 60 to 90 days depending on the treatment type and individual usage, we sincerely apologize for any confusion around this. Our product pages provide a general timeframe, and exact usage guidance is reviewed and confirmed by your designated doctor during your consultation. We also want to clarify that we offer patients full flexibility to manage their orders, including the ability to cancel at any time before a refill is processed. If you had trouble canceling via your account or app, we’d love the opportunity to investigate and resolve this right away. Please contact us at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support so we can assist further. We take these concerns seriously and want to ensure you are heard and supported! While our team has responded via email and reiterated the treatment design and policy details, we understand your frustration and are happy to take a closer look to provide a resolution you are satisfied with. If you’ve already submitted a dispute with your credit card company, we’ll work with them promptly to address the matter. Thank you again for your feedback — your experience matters to us, and we remain committed to turning this experience around for you!

Response from MuselyApr 16, 2025

We’re so sorry to hear about your experience and truly apologize for the frustration — that’s never the level of care we want our patients to feel! Please know that our Support Team is made up entirely of live agents who are here and happy to help! We respond to 100% of voicemails, emails, and social media messages we receive, and we’re committed to providing every patient with the personalized support they deserve. We also want to reassure you that canceling Auto-Refill is easy and can be done anytime right from your Musely account by following these instructions. On the Musely website go to the My Account page, or from the Musely app home page: Select My Treatments Click Manage Treatment for the relevant treatment Click Cancel All Future Refills Choose the reason and click Continue Click Confirm Cancellation Additionally, if an order has not yet shipped—even if it has already been sent to the pharmacy to be freshly compounded—we allow cancellations as long as the medication has not yet left the pharmacy! Unfortunately, due to privacy protections on this platform, your contact information is censored, so we’re unable to follow up with you directly. That said, we’d love the opportunity to assist you and make this right. If your order wasn’t delivered, we’d be happy to issue a free replacement right away. Please reach out to us via our Help Center at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support so we can look into this further and help resolve it for you. Thank you again for your time, and we truly hope to hear from you soon!

Response from MuselyApr 10, 2025

Thank you for taking the time to share your thoughts. We’re truly sorry to hear about your concerns and appreciate your honest feedback. At Musely, patient satisfaction is our top priority, and we’re continuously working to improve every aspect of the experience — from platform navigation to shipping consistency and customer support responsiveness. We’re especially sorry if it has felt like patient feedback isn’t being heard — please know that we take all reviews seriously and are actively working to address the areas you’ve mentioned! We also understand that our treatments may not be the right fit for everyone, but our goal is to provide safe, effective, and accessible prescription skincare with care and transparency. If you ever need help, our Support Team is available via email, live chat, and phone, and we’re here to make things right, not placate in any capacity. Thank you again for your insight — we’re listening, and we’re committed to exceeding your expectations in the future!

Response from MuselyApr 5, 2025

We’re very sorry to hear about your experience and truly appreciate you sharing this feedback. Patient safety is our top priority, and our doctors carefully review each patient’s medical history, photos, and allergies before prescribing any treatment. If you believe a medication was prescribed despite an allergy being listed in your medical profile, we would like to investigate this immediately. Please reach out to us at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support so we can review your case in full and ensure this is resolved promptly. We respond to 100% of emails, voicemails, and messages, and we encourage you to check your spam or junk folder in case our response was filtered there. We are committed to providing safe, effective care and regret that your experience did not reflect that. We’d truly appreciate the opportunity to make this right and support you directly!

Response from MuselyApr 5, 2025

We’re truly sorry to hear about your experience and appreciate you bringing this to our attention. We’d love the opportunity to clarify a few things and help make this right! The Body Cream is freshly compounded in a 50ml (1.7oz) treatment bottle and is designed to last approximately two months when applied as directed by your doctor. The prescription formula is extremely potent, so only a small amount is needed to be effective — over-application will not lead to better results and may cause unnecessary irritation or waste. We also want to reassure you that we respond to 100% of emails, voicemails, and social media messages we receive. If you haven’t received a reply, we kindly ask that you check your spam or junk folder, as our messages can sometimes be filtered there. Please reach out to us directly at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support, and we’ll be happy to look into your order, assist with the pump issue, and ensure your concerns are addressed! We truly appreciate your feedback and hope to have the opportunity to turn your experience around.

Response from MuselyApr 5, 2025

We’re very sorry to hear about your experience and appreciate you taking the time to share your feedback. We understand how upsetting it can be when a treatment doesn’t meet your expectations. The Spot Cream contains prescription-strength ingredients — including hydroquinone — which are carefully formulated by board-certified dermatologists to treat dark spots and melasma. While some staining can occur if the product comes into contact with fabric before fully absorbing, we always recommend allowing the treatment to dry completely and washing hands thoroughly after application to avoid transfer. We’d love the opportunity to review your case in more detail and support you directly. Please reach out to our team at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support, and we’ll be happy to assist with next steps. Your satisfaction and safety are very important to us, and we’re here to help!