MuselyReviews of musely.com

Response from MuselyJun 7, 2024

Thank you for taking the time to leave your feedback and allowing us the opportunity to assist you further. I sincerely apologize for any inconvenience or misunderstanding and thank you so much for your patience. I have looked into this further for you and I can confirm that we only received one voicemail from you on 5/28, to which we promptly responded to via email on that same date to provide you with assistance. As explained in our email, photos were missing from your Prescription Request orders, which is why you were emailed several notifications to upload photos to complete your orders. However, I can confirm that you canceled both of these orders on 5/28, issuing you a full and automatic refund of the entire amount paid. If you need any further assistance, we kindly ask that you reach out to Musely Support via support.musely.com/hc/en-us/requests/new. Thank you again for your time, patience, and consideration and we look forward to having the opportunity to to further assist you in reaching your skincare goals!

Response from MuselyJun 7, 2024

Thank you so much for taking the time to leave your feedback! We sincerely apologize for any inconvenience or misunderstanding and would love to provide clarification. Kindly note that The Anti-Aging Cream is always freshly compounded with Tretinoin and this information is available and clearly detailed on our website here: https://www.musely.com/skinregeneration. We strive to provide exceptional customer service and we make it accessible to all of our patients to contact us. We can be reached by email, live chat, phone and/or social media and we guarantee that you will be responded to within 72 hours. To further discuss your billing inquiries/charges, please reach out to Musely Support via support.musely.com/hc/en-us/requests/new and we will be happy to assist you right away. Please do not hesitate to reach out to us to allow us the opportunity to assist you in achieving your desired results and addressing your questions and concerns!

Response from MuselyJun 7, 2024

Thank you for taking the time to leave your feedback! We are so sorry to hear that you did not see your desired results with your treatments and for any confusion or misunderstanding regarding our 60-Day Result Guarantee. We highly prioritize transparency with all of our patients, so we try to make our refund and return policies very clear on our website, during the ordering process, and throughout treatment to make this information appropriately accessible. If you use the medication together with the Musely app's eNurse check-up software for 60 days and are not satisfied with your results, we will refund you the full cost of the medication for applicable treatments. We completely respect your informed consent as a patient, so we ask each patient consent to the eNurse software at check out in order to proceed. However, and if you have not seen your desired results with your treatments, we would be more than happy to help cover the cost of finding a treatment that works for you and produces the results you want. With that being said and for further assistance with this, we kindly ask that you reach out to Musely Support via support.musely.com/hc/en-us/requests/new and we will be more than happy to help. We strive to provide exceptional customer service and we make it accessible to all of our patients to contact us. We can be reached by email, live chat, phone and/or social media. Please do not hesitate to reach out to us to allow us the opportunity to assist you in achieving your desired results!

Response from MuselyJun 6, 2024

Thank you for sharing your concerns! We are so sorry to hear that you have not yet achieved your desired results with your FaceRx treatment and we are here and happy to help! I can confirm that our Customer Support Team responded to the two assistance requests you submitted within 24 hours via email. We offer two ordering options at checkout: A One-Time Treatment or Auto-Refill. Selecting Auto-Refill schedules the pharmacy to freshly compound and ship your medication(s) according to the treatment’s specific Auto-Refill schedule. As a kind reminder, we send all of our patients a “refill reminder” email 5 days prior to every scheduled refill date, to allow plenty of time to manage individual refill schedules according to the patient’s preferences and patients have easy accessibility to turn off Auto-Refill anytime within their account(s)! To address your treatment related questions and concerns, we recommend consulting with your dermatologist to receive their licensed medical expertise and recommendations. If you have any billing inquiries or need assistance with reaching out to your doctor, please reach out to Musely Support via support.musely.com/hc/en-us/requests/new and we will be happy to assist you! Thank you so much for your patience, time, and consideration and we look forward to having the opportunity to further assist you in your skincare journey!

Response from MuselyJun 5, 2024

Thank you for taking the time to leave your feedback! I can confirm that each and every one of your emails were promptly responded to with friendly, accurate, and comprehensive information. We are so sorry that you did not see your desired results with this treatment and we can completely understand your disappointment and frustration. As communicated via email, we would be more than happy to help completely cover the cost of a different treatment to help you find a product you love that produces the results you want. Please follow up and respond to our last email if interested in the courtesy Rewards offered. Thank you for your time and consideration!

Response from MuselyJun 5, 2024

Thank you so much for taking the time to share your feedback! Please note that during the beginning of treatment, there can be initial hair loss or shedding. There are several ways you can manage these side effects and see results in the long run. Please keep in mind, while you may begin seeing results within as little as 2 months, regrowth is a 4-6 month process. For this reason and to ensure that your treatment meets your expectations, please reach out to your Musely dermatologist to discuss this further as well as Musely Support to help assist with any billing concerns you may have. Thank you again and please keep us updated with this!

Response from MuselyJun 5, 2024

Thank you for taking the time to share your feedback! We are so sorry to hear that you have not seen your desired results with your treatment thus far and we are here and happy to help! Please note that with consistent use, results can commonly take 6-8 weeks, so please do not get discouraged! We highly recommend completing your eNurse checkups, as this program is specifically designed to help guide you through your treatment, advise regarding side effects, and helps to track your progress! We also recommend consulting with your designated doctor to request their medical guidance, as our Customer Support Team is not medically licensed to do so. With that being said and if you need any further assistance with contacting your doctor to discuss your treatment plan to achieve your desired results, we kindly ask that you reach out to Musely Support via support.musely.com/hc/en-us/requests/new and we will be more than happy to help. Thank you again for your time and consideration and we look forward to having the opportunity to further assist you!

Response from MuselyJun 5, 2024

Thank you for taking the time to share your concerns! We are so sorry to hear that you have experienced difficulties with managing your prescription refill schedule and/or for any confusion regarding the color of your treatment(s). Please note that our prescription medications are specially formulated in small batches at our compounding pharmacy. As the medications are not mass manufactured, it is common to notice variations in consistency and/or color. However, this does not affect the efficacy of the treatment! Musely’s compounding process results in our patients receiving the freshest most effective treatment shipped at its maximum potency! As a kind reminder, Musely sends a "refill reminder" email 5 days prior to every scheduled refill date, allowing all of our patients time to cancel or delay their refill(s), as needed. However, and if you are unsatisfied with your treatment or upset about the refill schedule, we kindly ask that you reach out to Musely Support via support.musely.com/hc/en-us/requests/new and we will be more than happy to provide options that meet your expectations! Thank you again for your time and consideration and we look forward to having the opportunity to further assist you!