Reviews

Review Details

• Review fromMichele N

  Date: 04/04/2025

  1 star

  Michele N

  Date: 04/04/2025

  Ordered product, had question for "doctor." Got quick response, but didn't answer question. Rephrased question w/more detail. Got the EXACT response, word for word. I believe the "doctor" is AI. I send 4 requests to the company for info about my account. Never received any answers. Decided to cancel automatic refills. I did it, but it was a chore.

  Trusper Inc.

  Date: 04/08/2025

  Thank you for taking the time to share your feedback. Were very sorry to hear that your experience didnt meet expectations and appreciate the opportunity to provide some clarity.We want to assure you that your designated provider is a board-certified dermatologist, not a bot or AI-generated assistant. Each treatment plan and response is reviewed and crafted by a licensed physician based on your submitted medical information and questions.After looking into your case further, we can confirm that the responses sent by your doctor were in reply to two submissions that asked the same question, which is why the replies may have appeared identical. That said, wed absolutely be happy to help clarify anything further.We also see that our team sent you a follow-up email on April 5th regarding your account. If you havent received it, we kindly ask that you check your spam or junk folder, just in case it was filtered there.If you're still in need of support, please dont hesitate to reply directly to that email or reach out to us at *****************************************************************************************************************************. Were here to help and would love the opportunity to assist you further!

• Review fromKris K

  Date: 03/18/2025

  1 star

  Kris K

  Date: 03/18/2025

  I used Musely for the Anti-aging cream and the Spot Cream years ago. I liked the Spot Cream and felt it did a great job at reducing my hyperpigmentation. Once the hyperpigmentation cleared up, I stopped my subscription. I did not care for the Anti-aging cream and was getting my ********* from another company, so I stopped that subscription, also. About a month ago, I decided to try their Cell Repair Serum with exosomes. I was so excited to try this new product. Unfortunately, when I placed my order, the two old subscriptions reactivated and shipped before I could cancel them. And they went to wrong address! I called, I emailed, and sent messages in the chat. I could not get any help. No one monitors the help line emails or the phone. This was so frustrating! I finally stopped payment on the orders and got someone to respond. She told me it was my fault, that I used the wrong address. We went back and forth, with me showing her that my address had been updated correctly and insisted that she refund me the money or send me a new order. She offered me 30% off my next order, which I refused and asked for a refund. She finally gave me a credit for the orders. The Cell Repair Serum never shipped. I have been waiting for over a month. Again, I tried to get someone to help me and no response for the last couple of weeks. I have spent $240 and still don't have any of my orders. Poor customer service. So disappointed.

  Trusper Inc.

  Date: 03/20/2025

  Thank you for taking the time to share your concerns and allow us the opportunity to address them. Were so sorry for the frustration and confusion youve experienced. We truly appreciate you choosing Musely again and understand how upsetting this must have been. Our goal is always to ensure a smooth and seamless experience, and we regret that this was not the case for you!To clarify, Auto-Refill is individually managed for each treatment and does not automatically turn back on when a new order is placed. To restart refills for a previously deactivated treatment, patients must manually reactivate each one by selecting Manage Treatment, choosing Order Refills, selecting the preferred refill date, and confirming the order. We sincerely apologize if this process was unclear and for any frustration it may have caused.We also want to make this right for you. We are committed to ensuring you receive your new medication and a resolution that fully meets your expectations. Please reach out to us at *****************************************************************************************************************************, and we will be more than happy to assist you.We appreciate your patience and the opportunity to make this right. Thank you again and we look forward to continuing to work with you to turn this experience around for you!

• Review fromGina K

  Date: 11/25/2024

  1 star

  Gina K

  Date: 11/25/2024

  This company is a fraud! False advertising! They say if you refer friends they give you a $20 credit through the referral link. I did this with two friends while it gave them the discount of 35% at point of sale they never gave me the $20 credit for each! I emailed them the proof that I referred them and they still don't provide the credit ! Terrible customer service! *****!

  Trusper Inc.

  Date: 11/26/2024

  Thank you for taking the time to share your feedback. We sincerely apologize for any frustration or misunderstanding regarding our referral program, and we want to assure you that we value your referrals and take your concerns seriously.After reviewing your account and correspondence with our Support Team, wed like to clarify the situation. The referral credits are applied only when your unique referral code is used at checkout. In this case, it appears your friends opted to use a different discount code at checkout, which provided them with a larger discount but did not link their purchases to your referral account. As a result, the referral credits were not automatically applied to your account.That said, we recognize and appreciate your support in recommending Musely to others. As a professional courtesy, we have issued $40 in Rewards to your account to thank you for your referrals and we have confirmed this information with you via email. These Rewards can be applied toward future orders by opting in prior to checkout.We deeply regret any inconvenience caused by this misunderstanding and hope this resolution reflects our commitment to ensuring our patients are valued and supported. If theres anything further we can do to assist you, please do not hesitate to contact us directly.Thank you for giving us the opportunity to address this matter, and we hope to restore your trust in Musely!

• Review fromAmir B

  Date: 10/23/2024

  1 star
  ******* from dealing with companies set up to easily rip you off. There are no people at Musely in my opinion. No one answers your phone call, if you can even find it that is. You can leave a message but a nightmarish bot will simply keep emailing you that it would be against the law to refund you. They do not include any simple information to reach any one who can help. This company is one of the reasons that more laws and restraints need to be passed to protect real human consumers. I have to waste time and fight for my hard earned money while they just have automated systems to take your money. Seeing how fake it is now, I am 100% certain that there are no real Drs as promised in their ads. I encourage anyone else getting ripped off by Musely to contact the ************************ and your State attorney general. I am filing with my state's attorney as well as with California's since their phone number comes from **. Also I have ****** as well as my credit card company to help me. What a huge waste of time and effort for me and other consumers. It is so sad that I have to get help from SIX other resources while Musely does nothing. That's how they make money. We, consumers, have to lose time fighting them and getting others to help instead of the company being responsible.

• Review fromKayla G

  Date: 10/22/2024

  1 star
  I normally don't do things like this but this company is pretty bad. I am a beauty editor and was looking to review one of their products for a potential story. I was supposed to get samples of the product free-of-charge to test. Instead the brand charged my personal credit card instead of the credit I had with the company then said there was nothing they could do to change it. You're better off getting a prescription from your dermatologist.

• Review fromAnabel F

  Date: 10/06/2024

  1 star

  Anabel F

  Date: 10/06/2024

  I purchased Musely Facial Hair Cream with the expectation that it would reduce or at least slow down facial hair growth, as advertised. Unfortunately, after following the application instructions meticulously for several weeks, I have seen absolutely no results. There has been no reduction in the thickness, amount, or growth rate of my facial hair.I am extremely disappointed with this product, as it did not perform as promised. I feel misled by the advertising and claims made by Musely. Not only was this a waste of my money, but also my time and effort in trying a solution that ultimately failed.I would like to formally express my dissatisfaction and request Musely reconsider how they market this product. It's important that consumers are not given false hope or expectations when purchasing a product that claims to deliver results. I would not recommend this product to anyone seeking effective facial hair reduction and would advise others to be cautious when considering this purchase.

  Trusper Inc.

  Date: 10/08/2024

  Thank you for sharing your feedback and allowing us the opportunity to make things right! We truly apologize that the medication did not meet your expectations and we can certainly understand your disappointment. Your experience matters to us, and we are here to offer you our continued support. We do want to address your concerns. As this is a prescription medication tailored specifically for you, The Consumer Protection Federal Law prevents us from issuing refunds outside of The 60-Day Result Guarantee that is gone over and consented to during the Online Doctor Visit. To clarify and as communicated to you via email, the only requirement to be eligible for a full medication cost refund if not satisfied with your treatment on or after 60 days of treatment is to complete the scheduled eNurse Check-Ups.While we were unable to offer a refund, we were happy that you accepted our courtesy offer to credit the full medication cost to your Musely account in Rewards today, which can be used towards any of our treatments or products in our marketplace. We hope that this helps you find a treatment that works better for your specific needs!Our medical team, including our board-certified dermatologists, continually reviews all prescription medications to ensure accuracy in marketing and effectiveness. However, we understand that results can vary from person to person, and we strive to ensure our patients have the support they need!If you'd like guidance on your next steps or more information about other treatments, please dont hesitate to reach out to your designated doctor by following the instructions emailed to you today or follow back up with Musely Support.Thank you again for your feedback and we look forward to having the opportunity to assist you find a product you love that produces the results you want!

• Review fromKaren C

  Date: 10/04/2024

  1 star

  Karen C

  Date: 10/04/2024

  I never received product or refund ordered on ************************** website.

  Trusper Inc.

  Date: 10/07/2024

  Thank you for sharing your experience, and I sincerely apologize for any frustration or misunderstanding you have experienced with your prescription orders! I have looked into this further for you and our records confirm that you canceled your prescription orders prior to shipment from the pharmacy on 9/25/24, issuing you full medication cost refunds on that date. I can also confirm that we have sent email confirmations and refund reports of all refunds processed and our records show that the funds have been fully returned to your account and settled with your bank. We understand how concerning this can be, so if the refunds haven't appeared yet, we recommend checking with your bank using the provided reference information we have emailed you (i.e. the acquirer reference numbers and the refund transaction reports), as these refunds have been fully processed on our end and are now outside of our control.Were committed to ensuring this is fully resolved for you, so please do not hesitate to follow back up with us within the established email thread or contact us directly via ********************************************************************************* and we will be happy to provide any additional documentation you may need!Thank you for your time, patience, and consideration and we look forward to having the opportunity to assist you further!

• Review fromBeth H

  Date: 09/20/2024

  2 stars

  Beth H

  Date: 09/20/2024

  * you should be able to speak to a live agent!! I wasted so much time waiting for responses, w a simple question. Things got very complicated/ multiple emails! **************** model sucks! Exchanging profits for quality customer srvce! Take money out of your IT Software money and take care of your clients!!!

  Trusper Inc.

  Date: 09/24/2024

  We're truly sorry to hear about your frustration with the level of support you received. At Musely, we genuinely strive to provide exceptional service, and we understand how important it is to feel heard and supported. While we do offer support over the phone, as well as via email, chat, and live agent options, we apologize if this wasnt communicated clearly or if it felt like your question took longer to resolve than it should have. We want to assure you that our Customer Support team is available to assist over the phone. For future reference, you can reach us at ************ for any inquiries or concerns!Our records indicate that our team has been assisting you promptly & providing the best care possible, but if the resolution provided didnt meet your expectations, wed love the opportunity to make it right. Please feel free to reach out, and well do our best to ensure your concerns are addressed to your satisfaction!Thank you for sharing your experience, as it helps us grow and improve!

• Review fromTiffany H

  Date: 09/10/2024

  3 stars
  The products are amazing but no one will follow up on paid lost orders. This is terrible! Someone finally replied but 3 days later still no reply. I have almost every product of theres and have always been patient with old products (where the product t appears gritty or *******), ***** in shipment. This time it has became and inconvenience. I have attached pictures of my order and experience. I hate to do this but I e paid for product and havent *** hasnt even recd the package yet. An update would be nice

• Review fromMattie W

  Date: 09/05/2024

  1 star

  Mattie W

  Date: 09/05/2024

  An online order through the app that I didnt finalize, went through. Business refused to give me a refund. The reason I didnt finalize the purchase is that their discount code didnt work. When I contacted support later on, they offered store credit instead of a refund for the discount that I was supposed to get.

  Trusper Inc.

  Date: 09/10/2024

  We are truly sorry to hear about your experience and understand how frustrating this situation has been for you. Our goal is to provide a smooth and satisfying experience, and we regret that we didnt meet your expectations.After looking into your order, we can confirm that it was finalized when your medical questionnaire was completed, photos were uploaded, and your billing and shipping information was submitted, along with the authorization of payment. Unfortunately, the discount code was not applied at checkout, which is why it wasnt reflected in your final purchase. We understand how disappointing this is, and we apologize for any inconvenience caused! Kindly note that our payment processor does not have the ability to retroactively apply discounts or issue partial refunds, which is why we offered to add the discount in Rewards as a gesture of goodwill and a professional courtesy!Additionally, we want to assure you that patients can cancel their orders before the doctors review, and anytime before the prescription is compounded and shipped. These cancellation steps are provided on our website and sent via email once the order is placed.We genuinely apologize for the frustration this has caused and truly value your feedback. If theres anything more we can do to assist, please dont hesitate to reach out to us directly!