MuselyReviews of musely.com

Response from MuselyApr 5, 2025

We’re sorry to hear about your experience and truly appreciate you taking the time to share your feedback. We understand how important it is to feel supported throughout your treatment journey, and we apologize if our communication fell short of your expectations! Each Musely prescription is custom-compounded based on a dermatologist’s evaluation of your medical history and photos, which is why we’re unable to accept returns or offer refunds once a treatment has been compounded and shipped. That said, we do offer a 60-Day Result Guarantee for patients who qualify by completing their eNurse Check-Ups for qualifying treatments. Regarding pricing, we strive to ensure full transparency throughout the ordering process. Each treatment bottle is designed to last two to three months (depending on the treatment), and this is clearly advertised on our website and detailed on the cart and checkout page, where patients are required to review and authorize payment before placing an order. The pricing does not change — refills are charged only for the cost of the medication, and shipping is fully covered by Musely. A one-time doctor consultation fee is applied to each unique/new prescription at the time of the initial order, but this fee is not charged again for refills. All pricing information remains accessible in your account dashboard for ongoing reference! If you’d be open to it, we’d appreciate the chance to look into your concerns further and clarify anything that may have been confusing. We would also like to provide you with Rewards credits to help you find a treatment you love, that produces the results you want! You can reach us anytime at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support. Thank you again for your feedback and we look forward to having the opportunity to assist you further!

Response from MuselyApr 5, 2025

We’re very sorry to hear about your experience and truly appreciate you taking the time to share your feedback. What you’ve described is not the level of care or support we aim to provide, and we apologize for any frustration this has caused! Each of our treatments is compounded fresh by our pharmacy based on a personalized prescription from a board-certified dermatologist. That said, we understand that texture or scent concerns can be disappointing, and we want to ensure every patient feels heard and supported. If you're open to it, we’d love one more opportunity to make this right & provide you with either a free replacement treatment bottle or the entire cost in Rewards to use according to your preferences! Please contact us at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support with your order information, and we’ll escalate your case for a thorough review! We truly value you as a patient and hope to regain your trust. Thank you again and we look forward to having the opportunity to assist you further!

Response from MuselyApr 5, 2025

We’re truly sorry to hear that you haven’t seen the results you were hoping for thus far! Every patient’s skin responds differently, and we understand how frustrating it can be when progress feels slow or unclear. Our treatments are developed by board-certified dermatologists and backed by clinical studies — and we also offer a 60-Day Result Guarantee for patients who qualify by completing their eNurse check-ins for qualifyiing treatments. If you haven’t already, we’d love the chance to review your treatment journey and explore next steps that may work better for you! Please don’t hesitate to reach out at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support — we’re here to help and want to ensure you feel supported every step of the way!

Response from MuselyApr 5, 2025

We’re so sorry to hear you experienced an issue with your treatment bottle! That’s certainly not the experience we want for any of our patients, and we’d love the opportunity to help make this right. Please reach out to our Support Team at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support so we can look into this and ensure it’s resolved as quickly as possible. We’re here to support you every step of the way and hope to have the chance to turn your experience around!

Response from MuselyMar 25, 2025

We’re very sorry to hear that you were disappointed with your experience using The Red Rescue. Our goal is always to provide transparent, clinically backed treatments and support to our patients! To clarify, The Red Rescue is formulated to provide temporary redness relief within an hour for many patients, as oxymetazoline works as a vasoconstrictor to reduce visible redness. However, individual responses can vary depending on the severity and underlying cause of the condition. For longer-term results, consistent daily use over 4–6 weeks is typically recommended by our board-certified dermatologists. We’re sorry for any misunderstanding and that the experience did not meet your expectations. Since Trustpilot doesn’t share your contact information, we’re unable to follow up directly. Additionally, you will be eligible for a full medication cost refund on or after 60 days of treatment with the completion of eNurse Check-Ups if you do not see your desired results in accordance with The 60-Day Result Guarantee! We’d love the opportunity to make things right—please reach out to our Musely Support Team and we’ll be happy to assist you further!

Response from MuselyMar 25, 2025

We’re truly sorry to hear about your experience and want to assure you that your concerns are taken seriously. At Musely, all treatments are prescribed by board-certified dermatologists following a thorough review of each patient’s medical information and photos, and our goal is always to support safe, effective outcomes for every individual. We want to reassure you that our prescription medications do not cause cancer. All formulas are compounded in U.S.-based partner pharmacies using FDA-approved ingredients, and patient safety is our top priority! We regret that your experience did not meet expectations and would like the opportunity to make this right. However, since your Trustpilot account doesn’t provide contact details, we’re unable to follow up with you directly. Please reach out to our team so we can review your case and assist you further! Your health and satisfaction are important to us, and we’re here to help however we can.

Response from MuselyMar 25, 2025

Thank you for sharing your experience. We’re truly sorry to hear that The Red Rescue did not work as expected for your skin. Your comfort and satisfaction are extremely important to us, and we understand how frustrating it can be when a treatment doesn’t deliver the desired results! The Red Rescue contains oxymetazoline, which is FDA-approved and has been shown to help reduce facial redness in rosacea patients. That said, we recognize that everyone’s skin is different and that not all patients will respond the same way. We’d love the opportunity to make this right and support you in finding a treatment better suited to your needs. However, since your Trustpilot account does not provide your contact information, we’re unable to follow up with you directly. Please reach out to our team so we can assist you further—we’re here to help!

Response from MuselyMar 25, 2025

We’re very sorry to hear about your experience and sincerely apologize for the frustration and inconvenience you’ve faced! This is not the level of service we aim to provide, and we want to make things right. We understand how important it is to receive clear communication and accurate treatment. Our Board-Certified Dermatologists tailor each prescription based on your unique medical history, and if there was any confusion with the formulation or shipping, we want to fully investigate and resolve it! So we can assist you directly, please reach out to our team at support.musely.com/hc/en-us/articles/360051279814-How-can-I-contact-Support with the email address associated with your account and we will be happy to assist you as soon as possible! Thank you for your feedback, and again, we’re truly sorry your experience didn’t meet expectations—we hope to get the chance to make it right!