MuselyReviews of musely.com

Response from MuselyOct 8, 2024

Thank you for taking the time to share your feedback! I’m truly sorry to hear that you didn’t experience the results you were hoping for with The Facial Hair Cream. I understand how disappointing that can be. Please know that if your results don't meet your expectations, you will be eligible for a full medication cost refund on or after 60 days of treatment with the completion of eNurse Check-Ups, under our 60-Day Result Guarantee. We’re committed to ensuring your satisfaction, so please reach out to Musely Support via support.musely.com/requests/new, and we’ll be happy to assist you further. Thank you again and we look forward to having the opportunity to assist you further!

Response from MuselyOct 3, 2024

I'm truly sorry to hear that you had such a difficult experience with your treatment! Your health and satisfaction are incredibly important to us, and we want to make sure you're receiving the right support. Please follow up with your designated doctor through your account so they can provide personalized guidance and address any concerns you have. We also want to help resolve your billing issue. Please reach out to Musely Support at support.musely.com/requests/new and reference #trustpilot. We’ll be happy to assist you further. Thank you for sharing your feedback with us, and I hope we can work together to make this right for you!

Response from MuselyOct 1, 2024

We’re sorry to hear about your experience and understand how important accessible support is! Please know that we do offer support over the phone through our callback system and are always here to assist you! For more details, feel free to reach out to us at [email protected]. We also provide support via email, live chat, and our MD Messaging Center to ensure you receive the best possible care. If there’s anything we can assist you with, please reach out – we’re here to help!

Response from MuselySep 17, 2024

We're truly sorry to hear about your experience and understand how frustrating this situation must have been for you. Our goal is to ensure all orders are delivered accurately and on time. When issues arise with shipments, we ask for specific information to investigate the matter thoroughly and resolve it efficiently. We apologize if this process made you feel accused or unsupported! We want to clarify that we offer several ways to reach out to our Customer Support Team, including email, live chat, and phone support, to make sure our patients can contact us easily. Regarding the resolution offered, it appears there may have been a misunderstanding, as we did not offer only a partial discount to you. Please contact us directly at [email protected] with your order details so we can further assist you and find a resolution that feels right to you. Your experience matters to us, and we want to ensure you feel confident and valued as a patient! Thank you for your time, patience, and understanding and we look forward to having the opportunity to assist you further!

Response from MuselySep 9, 2024

Thank you for sharing your experience with us, and I sincerely apologize for the frustration and stress this situation has caused. I completely understand how disappointing it must be, and we are here to help resolve this for you! Regarding the FSA reimbursement eligibility, I know how important this is for you, and I want to clarify that our website does detail, “We recommend checking with your provider on reimbursement eligibility, as it is unfortunately outside of our control. Please also keep in mind that since we do NOT accept insurance and we are not able to provide any codes such as NDC or NPI.” While we can’t directly control FSA approval, we’re more than happy to assist by requesting copies of your prescription from the pharmacy to assist with your reimbursement eligibility claim! If you can kindly follow up with us via [email protected], we’ll take care of this for you as quickly as possible! Additionally, I can confirm that your doctor has written and sent a complete treatment plan in our MD Messaging Center. If you need any help locating this, please reach out to Musely Support, and we’ll guide you step by step to ensure you have what you need! I also want to acknowledge your request for a refund. Unfortunately, due to The Consumer Protection Federal Law, we’re unable to issue refunds for prescription medications once they’ve been compounded and shipped. However, we would love to offer Rewards as a gesture of goodwill to apologize for the inconvenience and any misunderstanding. Please reference #Trustpilot in your response to Musely Support, and we’ll credit your account right away! We truly appreciate your patience and understanding, and I’m here if you have any further questions or need assistance. Thank you again for giving us the opportunity to make this right!

Response from MuselySep 2, 2024

Thank you for sharing your experience with us! I’m very sorry to hear about the trouble you’ve encountered with your recent orders and the frustration it has caused. At Musely, we strive to provide prompt and effective support, and I apologize that we did not meet your expectations in this instance. Regarding the shipping address, I understand how important it is for your orders to arrive at the correct location. It appears that the shipping address was not updated in our system prior to the scheduled refill date, which is why your refills were shipped to the old address on file. We always recommend updating any shipping information before the refill is processed to ensure a smooth and accurate delivery. I apologize for any delay in our response time. While our team works hard to respond to all inquiries as quickly as possible, I understand how frustrating it can be when waiting for support. We are continuously working on improving our customer service response times and are exploring additional ways to provide even faster assistance. As a gesture of goodwill and to help cover the cost of a replacement, we have offered you a 30% discount. This discount is a courtesy and an exception, and we hope it helps make up for the inconvenience you experienced! Please reach out to us directly at [email protected] if you have any further questions or need assistance with your orders. We are here to help and want to ensure you have a positive experience with Musely moving forward! Thank you again for bringing this to our attention, and we appreciate your patience and understanding!

Response from MuselySep 2, 2024

Thank you for taking the time to share your feedback! I'm truly sorry to hear that your experience with us did not meet your expectations. At Musely, we sincerely care about each of our patients and are committed to providing the highest level of care and support throughout your treatment journey. I want to assure you that our products are backed by rigorous clinical trials and studies conducted by our team of board-certified dermatologists, chief medical officers, and pharmacists. These experts have dedicated their careers to developing and refining treatments that are both safe and effective for our patients. Your progress and satisfaction are of utmost importance to us, and we continuously monitor and improve our treatments based on the latest scientific research and patient feedback. We also stand firmly behind the quality and effectiveness of our products with our 60-day Results Guarantee. If you are not seeing the desired results on or after 60 days & completion of eNurse Check Ups, we offer options to adjust your treatment or provide a refund for applicable treatments in accordance with our guarantee. This policy is part of our commitment to ensuring that every patient feels confident and supported in their skincare journey with us! I understand how important it is to feel cared for, especially when it comes to your skin/hair care journey. Please know that you are never just a number to us. Our patient care team is here to provide personalized support and answer any questions you may have about your treatment plan. We are dedicated to helping you achieve the best possible results! We have reached out to request more information about your experience. Unfortunately, we have not heard back to be able to provide personalized support. If there is anything more we can do to address your concerns or if you would like to discuss your experience further, please do not hesitate to reach out to us directly at [email protected]. We are here to help and would love the opportunity to make things right! Thank you again for your feedback, and we hope to have the chance to provide you with the care and results you deserve!

Response from MuselyAug 30, 2024

We’re truly sorry to hear about the difficulties you’ve experienced with your orders! We take pride in providing exceptional support and resolving any issues our patients may face and we are here and happy to get this resolved for you as soon as possible! We’ve reached out via this TrustPilot platform requesting your contact information so we can assist you directly, but unfortunately, we haven’t yet heard back from you/received the required information. To ensure we can address your concerns effectively, please provide us with your contact details or reach out to us via email, live chat, or telephone. Our customer support team is available and ready to help through various channels. You can contact us at [email protected]. We are committed to resolving your issue and providing the assistance you need! Thank you for your patience, and we look forward to resolving this matter for you!