ComplaintsforMusely

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a dark spot cream back May 2024 company stated I had 60 days money back guarantee within a month I reported cream was not working they replied to give it a couple more weeks emailed company again that I just wanted my money back and they replied that a refund was no longer an option but I was still with in the time frame I believe I paid $70

  Business response

  08/27/2024

  Thank you for taking the time to share your experience with us. Im truly sorry to hear that your recent purchase didnt meet your expectations, and I apologize for any confusion or frustration you experienced regarding our refund policies!

  I understand how disappointing it can be when a product doesnt work as hoped and we are here to provide our continued support. Our 60-Day Result Guarantee is in place to ensure you have peace of mind while trying our treatments. This guarantee requires consistent use of the treatment for 60 days and completion of the eNurse check-up program to qualify for a refund if results are not satisfactory.

  It seems there was some misunderstanding about the timing and conditions of your refund request. While we do recommend using the product for the full 60 days to see the best results, we also want to ensure our customers feel supported and heard throughout their experience with us. Im very sorry if this was not the case for you.

  To resolve this and show our commitment to your satisfaction, we have made a one-time exception and processed a refund for the medication cost as of today, 8/27. You should have received an email confirming this, and the funds should appear in your account within 3-7 business days, depending on your bank's processing times.

  We value your feedback and are here to support you! If there is anything more we can do to assist or if you have further questions, please do not hesitate to reach out. Your satisfaction is very important to us!

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For safety, discretion, and convenience reasons, rather than visit an in-person dermatologist, I opted to use Musely, a tele-health dermatology website. I looked at reviews, payment options and used my Cigna FSA to obtain services and prescriptions in July 2023. I had refill prescriptions filled in August and September 2023. Then Cigna suspended my FSA card requesting receipts. So, I reached out to Musely to obtain prescription receipts, went online to get invoices as well and sent all to Cigna. But, ***** now asks for diagnosis code. Since Musely charges for a doctors visit (who also happens to be a Cigna Provider) and *** ** also reviewed my submitted left, forward, and right photos of face, along with my medical history questionnaire all via Muselys online platform), I should have easily obtained what Cigna needed from Musely. But, Musely now backs off stating they do not provide this info. BBB, my issue is twofold, with BOTH Musely and Cigna pointing fingers. I am the one getting hurt by all of this! I am a hard-working tax paying, HONEST patient who is currently unable take care of outstanding any of my immediate medical, vision, and dental needs because my FSA card has been suspended since 2023! And all because I cannot get what Cigna needs from Musely. I unintentionally lost $640 in FSA funds in 2023 and currently have significant funds available that I cannot use in 2024. Meantime, I have been paying out-of-pocket for any prescriptions and *** visits while money for FSA still gets deducted from my paycheck semi-monthly! I need both Cigna and Musely to work this out ASAP so that I regain immediate use of my FSA card. This has been so stressing and panic inducing for my health and psyche. HELP ME PLEASE, BBB! Thank you.

  Business response

  08/31/2024

  We have been in contact with ******** and this matter has since been resolved. However we highly encourage her to follow back up with should she need anything else! 

  Customer response

  09/04/2024

   
  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. The business also advised me to reach back out to them, if I have an issue with their resolution. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I cancelled my original order on June 12, 2024, and received this message from you: Your order PSO240611114100080993 has been refunded! Now, on August 8, you notify me you are shipping a refill and without my permission charged my card, and shipped it. You tell me I can't return it although it's your fault.Why are you processing refills for it? This refill was not authorized! it never appeared on the email you sent me stating you canceled my order (saved a copy), that I should go on my account and cancel a refill. . Finally, you cant have a refill for something that was originally canceled by a company, three months prior. The definition of a refill is that it is done as a result of something that was filled, which it was not, but instead, cancelled officially by your company. It doesn't make any sense.

  Business response

  08/27/2024

  Thank you for bringing your concerns to our attention. I'm truly sorry to hear about the confusion and frustration regarding your recent prescription order. I understand how this situation could have been upsetting, and I apologize for any inconvenience it has caused!

  To clarify, it appears the Refill every two months option was selected at checkout, which automatically set up an Auto-Refill for your treatment. This is why our pharmacy processed, compounded, and shipped your scheduled refill order on 8/8, even though you chose to cancel your initial order after it was approved and prescribed by your doctor.

  I completely understand how this might have been confusing. During the cancellation process, we do provide information that "Canceling a pending order does not automatically cancel Auto-Refill orders. These are separate actions, and adjustments need to be made for each treatment if you do not wish to receive refills." However, I realize this distinction might not have been clear, and I'm sorry for any confusion this caused.

  To make things right, we have processed a full refund for the medication cost as a one-time exception and a gesture of goodwill on 8/12 and we confirmed this information by reaching out to you via email on this date. We also followed up with you to ensure you received this email as well as your refund on 8/14. Unfortunately, we have not yet heard back from you to allow us to provide any further assistance.

  We appreciate your patience and understanding. If there is anything more we can do to help, please do not hesitate to reach out. Your satisfaction is important to us, and we are here to continue to support you!

  Customer response

  08/27/2024

   
  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

  08/09/2024

  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!

*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. ↩