MuselyReviews of musely.com

Response from MuselyJun 7, 2024

We are so sorry to hear about this delay and inconvenience and we would love to have the opportunity to make things right! We want to ensure that you receive the treatment you paid for and we can assure you that we are not operating in a fraudulent way in any capacity. To resolve this issue, we kindly ask that you reach out to Musely Support via support.musely.com/hc/en-us/requests/new and an agent will be more than happy to assist you. Thank you again for your time and consideration and we look forward to having the opportunity to further assist you to ensure this is resolved as soon as possible!

Response from MuselyJun 18, 2024

Thank you for sharing your feedback! We are so sorry to hear that you are not seeing your desired results with your treatment thus far and for any confusion/misunderstanding regarding our 60-Day Result Guarantee! We highly prioritize transparency with all patients, so we make our refund and return policies clear throughout treatment. The terms for the 60-Day Result Guarantee are available during the check-out process to make this information appropriately accessible. The guarantee is as detailed: TERMS & CONDITIONS: Proper use of medication with eNurse software for 60 days Valid for the initial medication only, not refills/doctor’s fees Side effects are expected & excluded from the guarantee 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. 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. To address your results/progress, we 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, we kindly ask that you reach out to Musely Support via support.musely.com/hc/en-us/requests/new, reference #Trustpilot, and we will be more than happy to help cover the cost of finding a product that you love that produces the results you want! Thank you again for your time and consideration and we look forward to having the opportunity to further assist you!

Response from MuselyJun 18, 2024

Thank you for taking the time to share your feedback! We are sorry to hear that you are not satisfied with your treatment thus far and for any confusion/misunderstanding regarding your scheduled refill schedule. Our prescription medications are freshly compounded and extremely high quality. Additionally, their dosages are accurately reflected and not falsely advertised in any way. With the extraordinary care we take in developing, testing, and regulating our prescription medications, we continue to strive for providing our patients with the most potent, effective, and reliable treatments to achieve their desired skin and hair care goals! To clarify, 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. However, we certainly want to ensure that you are satisfied with our services and our product(s). For this reason, we kindly ask that you reach out to Musely Support via support.musely.com/hc/en-us/requests/new, reference #Trustpilot, and we will be more than happy to help cover the cost of a product you love, that produces the results you want!

Response from MuselyJun 18, 2024

Thank you for taking the time to share your feedback! I am very sorry to hear about any issues experienced the consistency of your freshly compounded medication and/or any confusion Please note that our prescriptions are specially formulated in small batches at our compounding pharmacy and as the medication is not mass manufactured, it is common to notice variations in consistency and/or texture. 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! Please note that 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. However, we certainly want to ensure that you are satisfied with our services and our product(s). For this reason, we kindly ask that you reach out to Musely Support via support.musely.com/hc/en-us/requests/new and reference #Trustpilot and we will be more than happy to further assist with helping to cover the cost of a product you love that produces the results you want! Thank you so much and we look forward to having the opportunity to assist you further!

Response from MuselyJun 18, 2024

Thank you for taking the time to share your feedback! We are so sorry that your prescription order was shipped to the incorrect address. Kindly note that addresses are exclusively entered and managed by the patient. Please also note that the instructions to change your shipping address are detailed on our website’s Help Center when you search “change address” and must be followed prior to your shipment date. However, we are more than happy to assist with making this change and helping to cover the cost of a replacement as a courtesy! We would love to have the opportunity to make this right and to ensure that you receive your treatment at a discounted price. For assistance with this, please reach out to Musely Support via support.musely.com/hc/en-us/requests/new and reference #Truspilot. Thank you again for your time, patience, and consideration and we look forward to having the opportunity to further assist you in your skincare journey!

Response from MuselyJun 18, 2024

Thank you for taking the time to share your concerns! We are so sorry to hear that you experienced any issues with your treatment's consistency! Please note that our prescriptions are specially formulated in small batches at our compounding pharmacy and as the medication is not mass manufactured, it is common to notice variations in consistency, texture, or for your treatment to become separated over time or when exposed to heat. 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! However, we certainly want to do everything we can to meet your expectations! For this reason, we kindly ask that you reach out to Musely Support via support.musely.com/hc/en-us/requests/new, reference #Trustpilot, and we will be more than happy to help cover the cost of a replacement order for you! Thank you again for your time and consideration and we look forward to having the opportunity to further assist you!

Response from MuselyJun 18, 2024

Thank you for taking the time to share your feedback! We are very sorry to hear that you experienced an adverse reaction to your medication. We understand that experiencing discomfort or unexpected side effects can be concerning, and we're here to assist you through this process. To clarify, our Support team is not medically licensed to evaluate medical conditions. For this reason and whenever a reaction is reported, we kindly ask patients to consult with your Musely dermatologist as soon as possible. They are best equipped to determine whether what you're experiencing is an allergic reaction or an expected side effect and would be best equipped to provide further medical advice and direction. In many cases, patients are able to manage side effects and ease back into the medication so that they can still see long term results! Once you have followed up with your doctor, our Customer Support Team will be happy to assist you with any billing requests/refund inquiries, as our doctor's are only able to assist with medical guidance. For this reason, we kindly ask that you reach out to Musely Support via support.musely.com/hc/en-us/requests/new, reference #Trustpiloe, and we will be more than happy to help cover the cost of finding a product that you love that produces the results you want!

Response from MuselyJun 18, 2024

Thank you for taking the time to share your feedback! We are so sorry that you did not receive your order and we can assure you that we are not operating a scam in any way. I have looked into this further for you and our records show that you entered the incorrect address when placing this order, so it was delivered to the address you entered and confirmed at checkout. However, we have offered to help cover the cost of a replacement and would like to help assist you receive it as soon as possible! For this reason, we kindly ask that you reach out to Musely Support via support.musely.com/hc/en-us/requests/new, reference #Truspilot in your email, an agent will be happy to further assist you. Thank you again for your time, consideration, and patience and we look forward to having the chance to enhance and improve your Musely experience!