MuselyReviews of musely.com

Response from MuselyDec 5, 2024

Thank you for sharing your experience. We’re truly sorry to hear about your frustrations and want to address your concerns directly. Our live customer support agents respond to 100% of emails received with personalized care, and we’re always here and happy to assist. If you didn’t receive a response, please reach out again at support.musely.com/requests/new, and include #trustpilot in your message so we can prioritize your inquiry. Regarding sale codes, these can always be applied prior to checkout as long as they meet the sale’s terms. If there was an issue applying your discount, we’d be happy to assist you directly to ensure you receive your desired discount. Additionally, for treatments covered under The 60-Day Result Guarantee, 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 are not satisfied with your results! We value your feedback and would love the opportunity to make things right. Please don’t hesitate to reach out so we can help!

Response from MuselyDec 5, 2024

Thank you for sharing your feedback. We’re truly sorry to hear about your experience and want to address your concerns directly. We’d like to clarify that our prescription medications are freshly compounded with high-quality, tested ingredients and are prescribed by Board-Certified Dermatologists who carefully review your medical history and photos to create a treatment plan tailored to your needs. Additionally, the Auto-Refill option is exclusively selected by the patient during the ordering process and can be canceled at any time through your account. If there was any confusion or an error, we’re happy to assist. If you feel the product caused any damage to your skin, we strongly encourage you to reach out to your designated doctor for personalized medical guidance. For assistance with billing or any other concerns, please contact our customer support team at support.musely.com/requests/new and include #trustpilot in your message. We value you as a patient and want to ensure your concerns are addressed as quickly as possible. Thank you for giving us the opportunity to make this right!

Response from MuselyDec 5, 2024

Thank you for sharing your feedback, and we’re truly sorry to hear about your experience. Your concerns are important to us, and we’d like to address them directly. First, we’d like to clarify that missing a few eNurse Check-Ups does not disqualify you from The 60-Day Result Guarantee for eligible treatments. Our eNurse software program is designed to help track your progress and assist with any expected or common side effects. If you experience side effects not listed, selecting "other" prompts eNurse to advise you to contact your designated doctor for personalized medical guidance. Regarding your consultation experience, we regret that it felt impersonal. Every consultation is conducted by a Board-Certified Dermatologist who reviews your medical history and photos to create a treatment plan tailored to your needs. We’re sorry if this didn’t come across as intended, and we want to ensure you feel supported every step of the way. We’d love the opportunity to address your concerns and help to cover the cost to help you achieve the results you’re looking for. Please reach out to Musely Support at support.musely.com/requests/new and include #trustpilot in your message. We’re here to help and committed to making this right for you!

Response from MuselyDec 5, 2024

Thank you for taking the time to share your experience. We’re truly sorry to hear that your treatment didn’t meet your expectations and that you felt unsupported throughout the process. Your feedback is important to us, and we’d like to address your concerns. Prescription medication formulas are determined by a Board-Certified Dermatologist based on their medical expertise, your medical history, and the photos you provided during your consultation. As explained on our website, while we value your preferences, the prescription formula you request is not guaranteed, as treatment plans are ultimately tailored by your doctor to best suit your needs. Regarding the 60-Day Result Guarantee, patients are eligible for a full medication cost refund on or after 60 days of treatment, provided the required eNurse Check-Ups are completed. We understand how disappointing it can be if results don’t meet your expectations, and we’d like to make things right! We would be more than happy to completely cover the cost of a new formula for you. Please reach out to us at support.musely.com/requests/new and include #trustpilot in your email so we can assist you promptly. We appreciate the opportunity to regain your trust and ensure you have a positive experience moving forward!

Response from MuselyNov 22, 2024

Thank you for taking the time to share your experience! We’re sorry to hear about your experience and truly want to help resolve this! To clarify, when Auto-Refill is selected at checkout, prescriptions are freshly compounded and shipped from our pharmacy every 2-3 months to ensure consistent treatment. However, Auto-Refill is not binding and can be canceled at any time, either by the patient or by reaching out to Musely Support for assistance! We’d love the opportunity to make this right and help cover the cost of your next refill. Please reach out to us directly via support.musely.com/requests/new and include #trustpilot in your message so we can assist you further! We look forward to having the opportunity to assist you further—We’re here to help!

Response from MuselyNov 21, 2024

We’re so sorry to hear about your experience and truly want to make this right! While delays and miscommunications are never what we aim for, we’d love the opportunity to assist further. Please reach out to us at Musely Support directly via support.musely.com/requests/new and include #trustpilot in your message so that we can review your account and apply Rewards to apologize for the inconvenience! Your satisfaction is very important to us, and we’re here to help resolve this as quickly as possible!

Response from MuselyNov 19, 2024

Hi Tish, Thank you for taking the time to share your experience! We’re sorry to hear that you didn’t see the results you were hoping for with your treatment and we can certainly understand your disappointment! At Musely, we fully value transparency with our patients, which is why we make our refund policy clear throughout treatment. If you complete the scheduled eNurse Check-Ups and are not satisfied with your results on or after 60 days, we will gladly refund the initial medication cost for qualifying treatments. We would love the opportunity to turn your experience around and cover the cost of a new or stronger formula to help you see results in the long term. Please reach out to us via support.musely.com/requests/new, include #trustpilot in your message, and our team will be happy to assist further! We appreciate your feedback and are here to support you every step of the way!

Response from MuselyNov 6, 2024

We’re truly sorry to hear about your experience and want to clarify our commitment to transparent and patient-centered service! Please kindly note that Auto-Refill is an ordering option that is exclusively selected and managed by our patients, who are able to easily cancel any unshipped orders and adjust or cancel Auto-Refill subscriptions at any time, risk- and fee-free! As a kind reminder, Musely also sends all of our patients a "refill reminder" email 5 days prior to every scheduled refill date with linked instructions on how to cancel, if needed! We understand that unexpected charges can be frustrating, and we’re here to make things right! For further assistance with your account or order(s), please reach out to Musely Support directly via support.musely.com/requests/new, and we’ll be more than happy to help. Thank you for giving us the opportunity to address your concerns!