ComplaintsforMusely

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Musely shows my order shipped 6/16/24. I have yet to receive my order, even though **** showed it delivered 6/24/24. I tried to go through Musely customer support with unsatisfactory results. Musely is offering me reward points to use in future Musely products. I dont want to utilize Muselys service any longer, as they cant get their products to me. Musely offered a reshipment of the product. I am not interested in a new shipment, as I have been out of this prescription for 3 weeks now due to my shipment never being received. I am not interested in using a product that I cant use as directed by the Musely physician because Musely cant get it to me. It is a waste of money to use prescriptions not as directed with long breaks in between, as it lessens the effectiveness of the treatment. The only satisfactory result to this complaint is a full refund for the product I never received.

  Business response

  07/01/2024

  We sincerely apologize for the delivery delay and for any inconvenience that you have experienced and thank you so much for taking the time to share your feedback! As clearly detailed on our website, your medication is freshly compounded and shipped from our pharmacy. As a result and due to The Consumer Protection Federal Law, we are typically prohibited from issuing refunds for prescriptions due to **** delivery issues. 

  However, and because you are no longer satisfied with your treatment or our services, we have issued a full medication cost refund for your last refill as a courtesy. We have also provided this refund confirmation via email and confirmed that this resolution was satisfactory. Should you need anything else, we kindly ask and encourage you to follow back up with us!

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  05/26/24, 20:28:27 I paid for and purchased spot cream from musely. 5/30/24 I received notification that item item has shipped with the following tracking number **************************. I checked the tracking and as of June 12, 2024 the **** is still awaiting my item. I submitted 3 tickets with zero response. It wasnt until I mentioned contacting the BBB did I receive an email back on June 11, 2024 offering me 15% off my next item. Im not purchasing anything from this company again so they can take their measly 15% and shove it.. I spent a large amount of money with this company.. 15% off is an insult compared to the money ive been scammed out of. However I replied back and accepted the 15% off because I simply wanted to know where my item is. I said that this still doesn't tell me why my shipped item that was shipped over two weeks ago is still not even in he possession of the ****. Today I get a reply back that the pharmacy is experiencing a delay? So the company LITERALLLY LIED about my item shipping? How absurd is that? I own a business and would NEVER LIE and say an item shipped if it didnt. This is so unprofessional. I was so excited to try this cream and planned on buying the anti aging cream too. Im so heartbroken. I for once did something for myself to hopefully boost my confidence to get scammed. I am so sad, and embarrassed.

  Business response

  06/18/2024

  Thank you so much for taking the time to share your valuable feedback! We sincerely apologize for the delay with your prescription order and we can completely understand your frustration. We know how disappointing shipping delays can be and we are so sorry that our Customer Support did not meet your expectations in response to this delay. 
   
  We have followed up via email on 6/17 and received confirmation that this order has been received. As a courtesy and to apologize for any inconvenience or frustration, we have issued 50% off of the medication cost in Rewards and received additional confirmation that this was a satisfactory resolution. 

  We sincerely value you as a patient and we want to thank you for your time, patience, and understanding while we worked to get this resolved for you. Should you need anything else at all, please do not hesitate to reach out to Musely Support and we will be happy to help!

• Initial Complaint

  05/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I cancelled my order due to the new promo code and my initial order not yet being fulfilled. I was given a refund yet unable to process my new order as it stated it was a refill but it was not as I have never received any of the products.I contacted the number, email on file and Instagram. The response was that I can not use a promo code as I am not a new customer but I am. I also have no resolution on the webpage as it still shows as a refill vs an initial new order to be placed again. The customer service interactions have been 13 emails from me going back and forth and 3 emails NOT addressing the biggest issue and thats me not being able to place the order with or without a promo code. Again NO orders have been shipped or in process so changing the initial order should not be so hard especially since it states in the terms that this is the ONLY time you are allowed to make changes (when the order hasnt been shipped).

  Business response

  05/29/2024

  Thank you so much for taking the time to share your feedback and we sincerely apologize for any confusion or inconvenience regarding your prescription order(s). To clarify, The *XX is a one-time treatment that can only be filled every six months/twice yearly (unless otherwise approved by your dermatologist). With that being said, you are certainly not being penalized or missing any refills for canceling your initial order.
   
  As explained via email, we have scheduled The *XX to be processed for shipment at our pharmacy today, on 5/29. Additionally and as a professional courtesy, we have issued you The *XX's entire medication cost in Rewards and "opted you in" to use them to completely cover the cost of this medication for you! We have also confirmed that this medication was processed today completely free of charge to process for shipment at the pharmacy.
   
  We sincerely value you as a patient and we want to ensure that we have effectively addressed your questions and concerns. Should you need anything else at all, please do not hesitate to follow up with Musely Support!??

  * Due to HIPAA Federal Law, we are prohibited from sharing or disclosing treatment-related/medical information on any third party platforms. 

  Customer response

  05/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On April 8th 2024, I saw advertised on Musely's website a prescription hair loss product that included a medication I have been wanting to try for my alopecia, Dutasteride. I completed their medical questionnaire, and placed the order. The order then went into review by one of their "doctors'. The order was shipped prior to my review/approval. What was shipped did NOT include the advertised Dutasteride. I messaged the doctor specifically requesting Dutasteride on the 8th and did not hear back until the 9th. He said they don't typically recommend that product for women my age. I responded on the 9th and said I'm aware of the risks but would like to try it, and asked if he could please switch the formula. I didn't hear back for days and he said he would change the formula. In that time, I attempted to call the company, reach out to customer service via chat and email, and could not get in touch with anyone for days. They charged me for and shipped a product I did not accept and didn't get back to my request for the corrected product in a timely manner. Their website did not allow me to cancel the order before it shipped. Their customer service team is not available by phone or online chat. They have stolen money from me and sent me a product I will not use and want to send back. None of the questions in my emails were addressed.

  Business response

  05/21/2024

  Thank you so much for providing your feedback and allowing us the opportunity to make things right. We are so sorry for any confusion or inconvenience regarding your prescription order. As explained in past correspondence, while patients are able to select their preferred prescription formula, the prescription written is ultimately determined by your designated doctor based off of your age, medical history, and the examination of your photos.
   
  However, and as a professional courtesy, we have issued you a full medication cost refund for The Hair Solution on 5/17 and we have confirmed this information via email on that same date. Please allow 3-7 business days for the funds to be reflected back into your account, depending on your bank. 
   
  After reviewing your patient profile, I see that your doctor ****** the Prescription Change Request fee and changed your prescription formula to suit your preferences. As an additional courtesy, we have issued you 50% off of the medication cost as well as $20 in Rewards to help cover the cost of receiving your preferred formula as well as the second ***************************** style="color: rgb(47, 57, 65); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif;"> 
  We sincerely value you as a patient and we want to ensure that we have effectively addressed your questions and concerns. Thank you so much for your time, patience, and consideration and please let us know if we can provide any further assistance!??

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was instructed that my prescription refill would be sent out on 4/27. The package was said to arrive on 5/3, but **** has been unable to locate the package. I have sent numerous emails to the company about my predicament and have yet to hear back. Ive followed all of the instructions listed on their website to ensure I did my part in locating the package, but it has not been found. Now the company is giving me the he silent treatment, which is highly unprofessional and disappointing.

  Business response

  05/13/2024

  Thank you so much for taking the time to provide your feedback! I am sorry to hear that you have not yet received your order and would be happy to provide assistance! As an online shopper, I fully understand how frustrating and annoying this situation can be. I can confirm that all of your emails have been promptly responded to and a free replacement order was issued for you on 5/8 and this was communicated via email on that same date. I can also confirm that you have reported this was a resolution that is satisfactory to you. 

  We sincerely value you as a patient and we appreciate you allowing us the opportunity to make things right. Should you need or want anything else at all, please do not hesitate to reach back out to us! 

  Customer response

  05/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  These people wont apply credits to your prescription. Why do you all offer referrals if I cant use my credit? You charged me $85 when I have a $38 credit. Get rid of the credits if people cant use them. Ridiculous.

  Business response

  05/07/2024

  We are so sorry to hear that you experienced difficulties experienced with applying your Rewards to your scheduled refill order(s) and I am here and happy to help! 
   
  Please remember and as clearly detailed on our website's ************ Rewards are NOT automatically applied towards your orders once in your account. You can opt-in to use your Rewards prior to your order using the instructions sent to you on 5/1 and 5/3. As a professional courtesy and to apologize for any misunderstanding or inconvenience, we have also applied an additional $20 in Rewards to your account on 5/1! Please note that Rewards can be used towards future refills, new medication(s), and/or Marketplace orders. To browse our Marketplace, please visit Musely.com/shop! 
   
  However, and if you need any assistance with applying your Rewards in any capacity, please do not hesitate to let me know and I will personally assist you with applying them according to your preferences.
   
  We sincerely value you as a patient and we want to ensure that we have effectively addressed your questions and concerns. Thank you so much for your time, patience, and consideration and we look forward to hearing back from you!??

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company allows you to submit photos so that a dermatologist can review your condition and recommend treatment after you've already paid for the product in which you are interested. They charge $20 for this "doctor visit" and if the doctor recommends something else - you are charged AGAIN for a visit when you try and buy a second product. This seems unethical for all customers of the service. You are being charged for something that seems to be handled by **.I asked this question to their customer service, and was told that I would need a doctor visit, and to pay the $20 again (less than 24 hours after my first purchase) to check health history and provide new photos. This makes no sense when a doctor that had just reviewed my history and photos from less than 24 hours prior recommended another product. They are ripping people off for doctor's visits that don't actually exist.

  Business response

  05/07/2024

  Thank you for providing your thoughtful feedback; It is sincerely appreciated! Please understand that as a telemedicine practice, there are certain nuances with the medical documentation and doctor services needed to write new prescriptions/treatment plans for patients. We completely understand where you are coming from and would like to take this opportunity to provide further clarification. To apologize for any misunderstanding, we have issued you $79 in Musely Rewards and communicated this via email. 
   
  To clarify regarding our Online Doctor ******* When our doctor's make treatment recommendations for a patient and the patient decides to proceed, entirely new medical questionnaire(s) with very treatment specific questions must be filled out for additional examination to allow the doctor to determine which specific formula will be best and safest for your treatment. This additional examination, determining the ideal formula (with added, omitted, and/or different active ingredients), going over the treatment plan in detail with the patient, sending the treatment plan to the pharmacy, and being accessible to the patient for any treatment-related questions or concerns for an additional 60 days of treatment requires a great deal of time that we must account and compensate our Board-Certified Dermatologists for.
   
  However, and to specifically assist with the cost of any recommended treatment(s) provided by our doctor's, we have generated coupon codes for our doctor's to share with our patients in these scenarios as a courtesy and to show our appreciation for our patients! 
   
  We strive to provide exceptional, comprehensive, and inclusive care to all of our patients and we sincerely appreciate you taking the time to help us in our aim to continuously improve. Please do not hesitate to let us know if you have any questions at all or if you have any additional feedback I can share with our team for additional consideration.Should you need anything else at all, please reach out to Musely Support! 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Impossible to get a hold of anyone at Musely. Sent numerous emails, tried online chat = NOTHING. I started using their hair pill 3 months ago. I reached out to the "doctor" to let him know the Rx was NOT working for me. He said it takes 3 months to see results so I continued. As my 3 months was coming to an end, I received an email notifying me that a refill was coming up. I reached out to the "doctor" again to let him/her know, still no results. Doctor said they Rx was changing. On that same day, Musely sends an email saying they had "shipped" the old Rx to me. I can't tell you how many emails, and online chats I attempted (they don't have a phone # to reach anyone). NOTHING. Now they're refusing to take back the UNOPENED, UNWANTED box they sent me and they charged me $87.00. The only resolution they offered is for me to buy a bottle of the new Rx of course for another $87.00. I want my money back or a bottle of the new/correct Rx.

  Business response

  05/01/2024

  We are so sorry to hear that you experienced side effects with your treatment and that you are not seeing your desired results with your previous prescription formula. As a professional courtesy and to apologize for this, we have issued you a full refund for your most recent refill of The XX* today. Please allow 3-7 business days for the funds to be reflected back into your account, depending on your bank. 
   
  As an additional courtesy, we have issued The XX's* medication cost in Rewards into your account today, scheduled the newly written formula to be processed on 4/20, and "opted you in" to apply your Rewards to completely cover this prescription cost! If you many any changes to this order, please note that you will need to "re-opt in" to use your Rewards by following the instructions emailed to you on 4/19. However, and if this order remains unchanged, you are scheduled to receive this formula free of charge! I can confirm that this information was relayed to you on 4/19 and we followed up again via email on 4/22. If you did not receive these emails, please check your spam folder and let us know!
  

  We strive to provide exceptional customer service and we make it accessible to all of our patients to contact us through many platforms. We can be reached by email, live chat, phone and/or social media.After reviewing your patient profile as well as your correspondence with our Support Team, I can confirm that you have been promptly followed up with via email every time we received an email from you. If your records are showing anything differently, please forward us the correspondence/email(s) you are referring to that were not addressed and we will investigate this further for you right away.

  We sincerely value you as a patient and we want to ensure that we have effectively addressed your questions and concerns. With that being said, please let us know if this resolution is satisfactory. Thank you so much for your time, patience, and consideration and we look forward to having the opportunity to assist you further!??

  *: Due to HIPPA privacy laws,all medical information is legally prohibited from being shared on a third party platform.

  Customer response

  05/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello,My Musely Hair Pill refill was scheduled for 3/4 and has not been received as of 4/1 resulting in 2 weeks without the prescribed medication. Multiple messages to Musely Customer Support have not yielded results other than a vague email indicating unforeseen delays. Tracking information shows that the item has still not been sent. I answers have been forthcoming however, social media comments are quickly deleted. Assistance with obtaining items purchased and a plan to prevent recurrence is greatly appreciated. Thank you,*************************

  Business response

  04/09/2024

  Thank you for taking the time to share your feedback! We sincerely apologize for this delay with your prescription order and we appreciate you allowing us the opportunity to make it right. It has been communicated and confirmed via email that you received your order, but we are so sorry for the inconvenience of the delay. We understand that shipping delays can be frustrating.

  To apologize for the delay, we have issued 20% off of your medication cost in Rewards into your Musely account. Please note that Rewards can be used towards other prescription refills, new medication(s), and/or Marketplace orders. To browse our Marketplace, please visit Musely.com/shop.Should you need anything else at all or if we can provide any further clarification, please do not hesitate to let us know! We sincerely value you as a patient and we appreciate your time and consideration! 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is ridiculous I clearly suffer from acne scarring and discoloration an was rejected I want my money back for wasting my time or to get another dermatologist to get a second opinion on my discoloration on my face

  Business response

  04/02/2024

  Thank you for taking the time to share your feedback! We are sorry to hear that your doctor has determined that your Prescription Request is not suitable to treat your area(s) of concern! I can confirm that you have been issued a full= refund 3/26. Please note, as detailed on our website and consented to during checkout the $20 Online Doctor ***** is a legally required service fee for all new prescription requests. This service fee is not unlike any other medical examination fees, as it accounts for your Dermatologist's time and expertise in reviewing your medical history, examining your photos, determining if/what prescription formula is best for you, explaining why or why not the requested treatment is recommended, and being accessible to you for any and all treatment related questions or concerns for the next and entire 60 days! With that being said and because this is a legally required service fee that has been provided for you, it is typically nonrefundable.
   
  However, and because our services did not meet your expectations, we have made a one time exception and issued your requested $20 refund for your Doctor ***** as well. Should you need anything else at all, please do not hesitate to reach back out to us!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩