ComplaintsforMusely

• Initial Complaint

  08/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 28th, 2024, after months of targeted social media ads promising to solve all of my peri-menopausal issues, I placed an order with Musely for their Estrogen Boost cream. I answered a few questions and was "prescribed" a "uniquely compounded formula" which I received on July 6th. Immediately, there was concern as the pump on this $83.00 bottle of cream was defective, making it impossible to gauge how much of the product I was using. I reached out to the company via the app and a bot informed me that they could not help me with this issue. I then logged on to my "e-nurse check-in" where I again voiced my problem and was told that they could not help me. From there I missed several of these required check-ins despite requesting- and never receiving- alerts/reminders. I was having several troublesome side effects, which I also reported on these "check-ins" and was told that they could not help me. The company posts a 60-day guarantee but requires that you use the product for the full 60 days. I am unable to do this safely as I cannot measure the prescribed "two pumps" with the inconsistent bursts that dispense. I have gone back and forth with this company and a bot named "******" answers with stock responses and refuses to connect me with an actual human who can help. There is no accountability with these companies who pray on people's struggles. I would have given the product 60 days had I had the ability to do so, but when I have no way of guessing whether I am using too much or too little, when the company refuses to stand by their product or support their "patients", and when I am having side effects that could be harmful with no recourse, I wish to be refunded. I also feel STRONGLY that these scam companies must be stopped in general. It is unsafe to promote powerful hormones on the internet in the absence of true medical professionals when there is no one to whom to turn when things are wrong (like defective pumps!).

  Business response

  08/16/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the challenges you've experienced, especially regarding the defective pump and the side effects you encountered. Your safety and well-being are our top priorities, and we deeply regret any distress this situation has caused you.

  We understand how frustrating it can be to deal with side effects, especially when you're unable to accurately measure your dosage due to a defective pump. Please know that we take these concerns very seriously. While our eNurse program is an automated system designed to help you track your progress and provide general advice, it is not a substitute for direct communication with your prescribing ******* *** can address any specific medical concerns or side effects you may experience. We encourage all our patients to use the ************** within their accounts to reach out to their designated doctor for any treatment-related questions or issues.

  Regarding the 60-Day Result Guarantee, we want to clarify that while we encourage our patients to use the treatment for the full 60 days to see optimal results, it has never been communicated to suggest that you must continue using the product for the full duration if it poses any safety concerns or adverse effects. Your health comes first, and we understand that continuing with the treatment may not have been safe or feasible given your circumstances.
  To address your concerns, we have processed a refund for the cost of your medication as a one-time exception to our policy. Please allow 3-7 days for the funds to be credited back to your original payment method. We have also deactivated Auto-Refill for your prescription, so you will not receive any further charges or refills unless you choose to reorder.

  We want to assure you that all examinations and prescriptions at Musely are conducted by Board-Certified Dermatologists, and we are committed to providing safe, effective treatments under their supervision. Musely is not a scam, and we deeply regret that your experience did not reflect the high standards we strive to maintain.

  Please do not hesitate to reach out if you have any further questions or need additional assistance. We are here to support you and are committed to improving our services based on your feedback.
  

  Thank you for your understanding, and we hope to have the opportunity to better serve you in the future!

  Customer response

  08/19/2024

   
  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

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for skincare products to bleach my skin. I used the products twice and received really bad ***** on my skin from the product, so I discontinued use and discarded the product. I could not cancel my subscription, I had to request that the refill be extended. I got an email saying that I was charged $85 and only at that time I was directed to cancel my subscription. I canceled my subscription and refused delivery of the order, so I never touched the packaged product and it was sent back to the manufacturer. I emailed and requested a refund. I was refused a refund and was told that I can only receive a credit for more skin products that could damaged my skins. Now they are asking me to put the product back on my skin to damage it so that I can take photos and they can consider a refund. Its not acceptable, I dont have the product and it was never received by me, I want my money back. *** reversed the charge with my bank but ****** is refusing to refund my money for a product I never received. They set it up to where you cant cancel until its too late and then wont refund your money even if your order was refused and never received.

  Business response

  08/07/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the difficulties and frustration you've experienced with your skincare products and subscription. Your satisfaction and safety are our top priorities, and we're committed to addressing your issues promptly.

  After reviewing your case, we have made a one-time exception and issued a full refund for the scheduled prescription refill. The refund was processed on August 6th, and it may take 3-7 business days to appear in your account, depending on your bank's processing times. This has been communicated via email to ensure full and prompt transparency. We want to clarify that the Auto-Refill feature can be canceled at any time from within your account before the scheduled prescription refill order is shipped. We regret any confusion this may have caused. Additionally, we want to emphasize that neither your designated doctor or our Customer Support Team have recommended continuing treatment with formula causing you to experience side effects.

  We understand the seriousness of the side effects you experienced and regret any confusion regarding the cancellation of your subscription. Please know that we take and consider all feedback seriously and we are so happy to have confirmed that the resolution we have provided for you is satisfactory.

  Thank you again for your patience and for allowing us the opportunity to resolve this matter. We appreciate your feedback and look forward to having the opportunity to further assist you!

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Unacceptable product, non existent customer service, deliberately confusing terms.

  Business response

  08/05/2024

  We are truly sorry for any inconvenience and frustration youve experienced. We understand how important it is to feel supported and confident in your treatment. After reviewing your concerns as well as your correspondence with Musely Support, wed like to address the issues raised. Kindly rest assured that we have promptly responded to all your emails and messages with accurate and comprehensive information. Please note that all of our prescription treatments are formulated with medical grade, ****approved ingredients to ensure safety and efficacy.

  Regarding our terms and policies, we strive for complete transparency. All terms, conditions, and requirements for our guarantee are carefully explained every  Online Doctor visit, where patients are required to provide their consent to proceed with the treatment However, as a gesture of goodwill and to ensure your satisfaction, we have issued a full refund for The Hair Solution on 7/27 and we communicated this information on this same date via email. We also followed up via email on 8/1 to ensure that the resolution provided was satisfactory. Unfortunately,, we have not yet heard back from you to be able to provide any further assistance or clarification.

   We sincerely value you as a patient and want to ensure that you feel heard and supported. Please let us know if this resolution meets your expectations, and thank you for your patience and understanding!

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a Musely product. Unfortunately, their E-Nurse function in their app didn't work about half the time. I put in tickets complaining about it. I saw no results from the Musely skin care product. I let Musely know after 50 days that I wanted the 60 day money back guarantee. They told me I was ineligible due to not having 100% compliance with the E-Nurse function... despite the fact I attempted to and put in multiple tickets about it not working.

  Business response

  08/01/2024

  Thank you so much for taking the time to share your concerns and allowing us the opportunity to provide clarification and our continued support. I sincerely apologize for any issues or inconvenience you have experienced and I can certainly understand your frustration. After reviewing your patient profile as well as your correspondence with our Customer Support Team, I see that you have not seen your desired results and there has been a misunderstanding regarding the terms and conditions of The 60-Day Result Guarantee to qualify you for a refund. 
   
  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 detailed during The Online Doctor ***** process and again at checkout to make this information appropriately accessible. We completely respect your informed consent as a patient, so we require that each patient consent to the eNurse software at checkout to be able to place their order(s). Please see what was gone over and consented to at the bottom of this email for reference and verification.
   
  However, although you do not qualify for The 60-Day Result Guarantee, we have issued a full medication cost refund for your prescription order on 6/26, as a professional courtesy and this was communicated via email on this same date. Please allow 3-7 business days for the funds to be reflected in your account, depending on your bank. Please note that refund times are dictated by the card issuers and are outside of our control.
   
  Kindly note that not all eNurse ********* are required to be completed to be eligible for a refund. The eNurse software is important for tracking treatment and determining side effects. This is so that we have consistent records of your continued use and the potential ineffectiveness of the treatment, and we must standardize this across patients to make qualification for the guarantee fair. 
   
  We sincerely value you as a patient and we are pleased that we were able to receive confirmation that you are satisfied with the resolution provided via email. Thank you again for your time, patience, and consideration and we look forward to having the opportunity to assist you further!

  Customer response

  08/01/2024

   
  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

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the item on the premise of their 60 day guarantee policy. It was very expensive so I wanted to make sure it worked. At 30 days I tried the product and noticed nothing was happening so I asked for a refund at that time. Then I was told this by the representitve.**** (********************** Support)May 29, 2024, 4:40PM PDT Hi ****, As it hasn't been 60 days since your orders were placed, you wouldn't yet be eligible for the Guarantee. You can continue to use your treatment and please check back in with Support if you aren't satisfied after 60 days. Mina ********************** As you can see it states after 60 days. Then I waited until after the 60 days and this is what I got back.Hi ****,As such, all FaceRx medications are non-refundable and non-returnable outside of The 60-Day Result Guarantee.Thank you,****** ********************** They do not honor their guarantee and will not refund my money.

  Business response

  07/15/2024

  Thank you for providing your feedback and allowing us the opportunity to meet your expectations! We sincerely apologize for any confusion regarding the terms and conditions required to be eligible for a refund in accordance with The 60-Day Result Guarantee and we can certainly understand your disappointment. 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 gone over during the Online Doctor ***** and confirmed once more at checkout to make this information appropriately accessible. If you use the medication together with the Musely app's eNurse Check-Up software and are not satisfied with your results, we will refund you the full cost of the medication on or after 60 days of treatment. 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. Additionally, all prescription orders require the patient's consent to complete their eNurse ********* to qualify for The Guarantee to be eligible for a refund.
  
  The eNurse software is important for tracking treatment and determining side effects. This is so that we have consistent records of your continued use and the potential ineffectiveness of the treatment, and we must standardize this across patients to make qualification for the guarantee fair. However, because you are unhappy with this product, we have made a one-time exception and issued you a full medication cost refund on7/11 and followed up with you via email on that date to confirm this information! Please allow 3-7 business days for the funds to be reflected back into your account, depending on your bank!

  Should you need anything else at all, we kindly ask and encourage you to follow back up with us/respond to our email. We sincerely value you as a patient and we look forward to having the opportunity to assist you further!

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 4, 2024, I received an Instagram ad for a 30% off sale at this business and was convinced to place an order based on that. I typed in the code (SUMMER30) with my order and hit "apply." The purchase was immediately sent through, with no opportunity to review, without any discount applied. I immediately, within minutes, wrote to their customer service explaining what had happened and that I wished to cancel this order if they would not retroactively apply the code. I made this request multiple times, carefully explaining what had happened. Every time I got the same answer, that they would not apply the discount but would give me "points" toward a future discount. As I have no desire to have anything to do with this company in the future, I stated that I did not want a future discount and wanted the discount I applied at the time of my order. Maybe their online programming is buggy, but I think quite possibly I was scammed and the site is designed to not take the code and finalize the order without allowing the customer to review it first. Since this is a clear error on their side, I can't believe they won't ***** the promised discount retroactively. I requested to speak with a manager and was refused.

  Business response

  07/19/2024

  Thank you for taking the time to share your feedback and allowing us the opportunity to provide clarification! I sincerely apologize for any further issues, inconvenience, and/or misunderstandings and thank you so much for your patience. Kindly note and as explained through our emailed correspondence, neither our payment system processor or our backend operating systems have the capability of retroactively applying discounts or partial refunds to orders that have been placed and processed. This is not a matter of policy; We are simply and unfortunately physically and technically unable retroactively issue discounts or partial refunds once the patient has authorized payment at checkout. We sincerely apologize for any inconvenience this may cause!
   
  However, I am pleased to inform you that Musely does offer our 60-Day Result Guarantee that will make you eligible for a full medication cost refund on or after 60 days of treatment with completion of eNurse Check-Ups! For more information, please review this article from our website's *********** that was emailed to you on 7/15. Additionally and as a professional courtesy, we have issued you the 30% off of the medication cost in Rewards to help cover the cost of a future refill, new medication, and/or Marketplace order. To browse our Marketplace, please visit Musely.com/shop! 
  
  To qualify for the guarantee, please ensure to use the medication properly and complete your scheduled eNurse ********** We sincerely value you as a patient and we want to ensure that we have effectively addressed your questions and concerns. For this reason, we have reached out to you via email on 7/15 and again on 7/17 to communicate this information. Unfortunately, we have not yet heard back from you. Thank you so much for your time, patience, and consideration and we look forward to hearing back from you to confirm that this resolution is satisfactory!

• 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!??

*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. ↩