Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 180 day file hosting service from ******************* for high speed file exchange with ************** for $60 through ***** The service stopped working after 30 days and I got no help from their support desk. ********** support said I needed to deal directly with the reseller. After several attempts to resolve the issue with no response I went back to **** and said the service stopped working and requested a refund. After the refund was posted to my account ******************* started sending multiple threats to pay them with the threat of taking legal action. The emails were relentless and increasingly threatening. I sent the payment back on July 14th to avoid being sued but claim their service stopped functioning after 30 days.

  Business Response

  Date: 07/18/2025

  Thank you for reaching out. We believe this complaint may have been submitted in error, as Musely is not affiliated with ******************* or ************** in any way.

  Musely is an online telehealth platform that provides patients with access to board-certified dermatologists and customized prescription skincare treatments. We do not offer any file hosting or digital download services.

  Additionally, we do not have any record of an account, order, or any correspondence under the contact information provided. Weve followed up with you via the email address listed in your complaint to help clarify this matter but have not yet received a response.

  We kindly ask that you close this case as resolved, as it was filed regarding a different company, However, if there are any Musely-related concerns we can help with, were happy to assist! 

  Customer Answer

  Date: 07/18/2025

   
  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

  Date:07/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company advertises that their products are fsa and hsa supported but they dont provide proper documentation to submit to them. All of them require on the receipt a clear indication of the drug name with active ingredient, something showing it is an Rx and something showing what the drug is used for. Any reputable compounding pharmacy should be able to provide this but Musely has told me that are unable to give me that. They can only provide an invoice with the generic product name ie spot cream and price I paid. I need detailed invoices for the spot cream, eye serum and cell repair serum. I would have never bought if I knew you wouldnt provide documentation. Either give me documentation or a refund for false advertisement!

  Business Response

  Date: 07/18/2025

  Thank you for reaching out and sharing your concerns. Were very sorry for any confusion or frustration you experienced while trying to obtain FSA/HSA reimbursement. While Musely does accept FSA/HSA as a form of payment, we do clearly state on our website and in our *********** that eligibility for reimbursement is always determined by your provider or plan administratorand unfortunately, that part of the process is outside of our control.
  

  That said, weve done everything we can to support you with the documentation were able to provide including a detailed invoice and copies of your prescriptions directly from our partner pharmacy. This documentation includes prescriber and patient information and are accepted by most FSA/HSA plans. Additionally, as a gesture of goodwill, we added $100 in Musely Rewards to your account, which can be used toward a future refill or any new FaceRx treatment of your choice.

  Musely is a telehealth platform that connects patients to board-certified dermatologists and provides freshly compounded prescription skincare and haircare treatments. We do not advertise blanket FSA/*** eligibility, and always advise patients to check with their benefit provider before placing an order if they plan to seek reimbursement.

  Weve followed up with you directly via email and remain happy to assist further with anything you may need. Thank you again and we look forward to having the opportunity to assist you further!

• Initial Complaint

  Date:06/27/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Despite proof that refills were cancelled and hence no auto fill they refilled and charged me. Refills cannot be forced. Please refund for everything sent to me (still have not received). You must make it easy to stop auto refill. Otherwise this deceptive. You also ignored emails, and confirms from you to stop auto refill but charged anyway.

  Business Response

  Date: 06/27/2025

  We sincerely apologize for any inconvenience or frustration youve experienced, and we appreciate you bringing your concerns to our attention!

  Weve looked into this matter further; however, were unable to locate a Musely account linked to the information provided in your BBB submission (Phone: ************** | Email: ****************************** Without your account details, were unable to investigate or resolve this properly for you.

  Please know that we respond to 100% of the emails and messages we receive and never ignore our patients. Wed love to resolve this for you as quickly as possible. At your earliest convenience, please reach out to Musely Support directly here: ***************************************************************************************************************************** or reply to this BBB thread with the email address or phone number linked to your active Musely account so we can assist you right away.

  Thank you again for your time and patience we look forward to helping make this right!

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see attached documentation regarding my claim.

  Business Response

  Date: 06/19/2025

  We appreciate the opportunity to address these concerns and provide a summary of the steps Musely has taken to resolve this matter:

  On June 10, 2025, our team responded to the patient’s initial outreach and explained that while Musely provides general usage guidance for treatments, personalized instructions from a patient’s designated doctor may vary. As part of our commitment to patient satisfaction, we offered two resolution options:

  A full medication cost refund of $65.10 back to the original payment method, or
  125% in Musely Rewards ($81.38) for future use on new treatments, refills, or doctor visit fees.

  On June 11, the patient declined these options and requested a full refund of $85.10, which included the $20 doctor visit fee. The patient also requested cancellation of any future auto-refill orders and a prepaid return label.

  On June 12, Musely authorized and issued a full medication cost refund of $65.10. The patient was informed that the $20 doctor visit fee is non-refundable, as it covers the legally required online consultation and prescription authorization conducted by a licensed medical provider. This fee reflects the doctor's time and clinical expertise, and is not contingent on the patient's satisfaction with the treatment.

  We also confirmed that Auto-Refill has been turned off, and no future charges will be made.

  We believe we have taken all appropriate steps to address the patient’s concerns promptly and respectfully. Should the patient have any further questions, we are happy to assist!

  Customer Answer

  Date: 06/22/2025

   
  
  Complaint: 23493531
  
  
  
  I reject
  Musely’s response. As clearly stated in my previous communications with both
  Musely and the BBB, I am not satisfied with Musely’s partial refund of $65.10.
  
  When I
  contacted the BBB on June 18, 2025, Musely replied there was a “legally
  required online consultation and prescription authorization conducted by a
  licensed medical provider” and therefore, the ”$20 doctor visit fee is
  non-refundable.”
  
  To be clear –
  and as I’ve previously stated – I did not complete a 3-minute “online visit”; in fact, there was no online visit at all.
  I submitted 2 photos and completed a very basic, short form. The KP Cream, one
  of Musely’s standard products, was shipped to me. This product was not
  customized to me in any way, and did not require any medical expertise. Moreover,
  a ‘designated solution expert' is not a doctor, so for Musley
  to charge this as an "online doctor visit" is both misleading
  and fraudulent. I maintain the
  Musely website is deceptive regarding their products and their online “doctor
  visit”.
  
  For these reasons, I am rejecting Musely’s response, and am again asking for my remaining order
  balance of $20 to be refunded. 
  
  
  
  Alissa Levey

  Business Response

  Date: 06/25/2025

  Thank you for your continued feedback. We want to assure you that we’ve carefully reviewed your concerns and are committed to providing complete transparency regarding how our service works.

  Musely is a telemedicine platform that connects patients with Board-Certified Dermatologists through a secure, asynchronous online system. As noted on our website and during the sign-up process, we do not offer live phone or video consultations. Instead, once a patient completes their medical questionnaire, uploads required photos, and submits payment, their designated doctor carefully reviews this information within our secure MD portal to determine whether a treatment is appropriate.

  We can confirm that your assigned doctor reviewed your medical history and photos on May 31, 2025, and approved a prescription. Additionally, our system shows that three email invitations were sent to you to access and review the consultation from your doctor. If a patient has any follow-up questions, they may message their doctor anytime during the 60-Day Consultation Period.

  This process is standard for online dermatology care and is explained in more detail here on our website. While our website clearly outlines how the consultation process works, we truly regret that it did not meet your expectations. As a gesture of goodwill and a one-time exception, we have refunded the full $20 doctor visit fee today. Please allow 3–7 business days for the funds to reflect in your account, depending on your bank.

  We hope this resolution demonstrates our commitment to your satisfaction and we wish you the best in your skincare journey!

  Customer Answer

  Date: 06/28/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23493531, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Alissa Levey

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 13, 2025, I attempted to purchase three items from Musely during their Buy More, Save More promotion, which offered 40% off when purchasing three items. However, the system only allowed me to pay for two items initially, stating that the third item required doctor approval, even though I had previously been prescribed the same ************ a result, I was charged for two items at only 30% discounted rate, and the third item was delayed. Once approved, I was charged the full price of $81 for the third item, completely bypassing the promotion I intended to use. This feels deceptive and unfair, as I was not given the opportunity to complete the full purchase under the terms of the sale. I immediately went to cancel that purchase by emailing their customer service, contacting their "doctor" and said I was no longer interested if it was not included in the sale. Zero response but I just received notification I was charged full price today and they plan to ship it. They have the order date as June 15th, 2025 which is incorrect. It was June 13th, they just pushed the order through on the 15th despite several attempts at canceling. I tried to contact Musely through their support channels but have not received any resolution or even a response. I am requesting a refund of the difference to reflect the 40% discount I should have received on the third item.I would like Musely to honor the original promotion and refund the overcharged amount for the third item. I also request that they review and improve their checkout process to prevent this issue from affecting other customers.

  Business Response

  Date: 06/17/2025

  Thank you for reaching out and for taking the time to share your concerns—we sincerely apologize for any confusion or frustration caused during your recent experience with our promotion!

  After carefully reviewing your order history, we’d like to provide some clarity. The treatments were submitted separately and not combined into a single checkout transaction, which is why the full 40% discount was not automatically applied

  The third treatment required additional medical approval and was not submitted alongside the others, which unfortunately made it ineligible for the 40% promotional discount.

  That said, we truly appreciate your feedback and the opportunity to make this right. As a professional courtesy, we have already issued a partial refund to reflect the additional discount you were hoping to receive. The refund was processed to your original payment method, and you should see the funds reflected within 3–7 business days, depending on your bank’s processing times.

  If there’s anything else we can assist with, we’re here to help!

• Initial Complaint

  Date:05/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received defective package I contacted seller for refund and was ignored. This is a phoney company. According to website they offer refund if not satisfied but no regund

  Business Response

  Date: 05/21/2025

  Thank you for your feedback, and were very sorry to hear about your experience!

  After receiving your BBB complaint, we thoroughly reviewed our records and found no support requests or voicemails received from the email address or phone number associated with your account. We want to reassure you that Musely Support responds to 100% of assistance requests submitted through our official channels, and were always here to help.

  Although our pharmacy typically requires a photo of any defective packaging for quality control purposes before issuing a replacement, we made a one-time exception in your case and issued a free replacement right away to ensure you were fully supported. You have since confirmed that the resolution we provided is satisfactory.

  At Musely, were committed to making every effort to resolve concerns quickly and compassionately, and we truly appreciate the opportunity to assist you!

  Customer Answer

  Date: 05/21/2025

   
  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

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Multiple times I have reached out to ****** to try and get a refund on products I did not order. Instead they only give you store credit. Which is absolutely a scam. I have no intentions of purchasing anything from again. It now I am still stuck with products I didnt order and have been given a run around for getting a refund on. They tell you store credit and you have money to spend at ****** to spend which is not a refund. Its a trap to try and keep your money after charging more for stuff you did not order. I want a refund!!!

  Business Response

  Date: 05/13/2025

  Were truly sorry to hear how disappointing this experience has been for you, and we sincerely appreciate the opportunity to make things right!

  We understand how frustrating it must have felt to be charged for a product you didnt intend to reorder. While you enrolled in our Auto-Refill program at the time of checkouta setting that requires confirmation before purchasewe recognize that this may have caused confusion, and we take that very seriously.

  Although the orders in question were not eligible for a refund under the terms of our 60-Day Result Guarantee, our team wanted to ensure you felt supported. Thats why we first issued the full cost in Musely Rewards, which can be used toward any future treatment or over the counter product within our Marketplace of third-party vendors. However, to ensure we provide you with a resolution you are satisfied with, weve now gone ahead and processed a full medication cost refund for your initial order as a one-time exception today! Your Auto-Refill has also been fully turned off, and no additional charges will occur.

  Please know our intention is never to cause frustration or confusion, and we appreciate your patience as we worked to address your concerns. If theres anything else we can do to help, were always here to support you!

• Initial Complaint

  Date:04/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a subscription service in June 2024. Then I promptly asked them to suspend my orders, and they ******* I have received a text message telling me that it will auto renew June 2025. They have no contact information on their website. Help articles become circular when an individual requests customer service. They have my credit card information, and there is no mechanism to remove it. They will only allow me to add a new credit card number.Their "Delete My Account" help article directs an individual to go to the page to edit login information, find a red button at the bottom that says, "Delete My Account," and press it. The red button does NOT exist. I have asked others to verify that I am following the instructions correctly.I want my debit card REMOVED from their system, and I want my account deleted. I want annual renewals to cease immediately. I want verification from them that they have completed these three actions, and I do not want to hear from them ever again.Dr. ****** *******

  Business Response

  Date: 04/28/2025

  Dear Dr. ******************** you for reaching out and bringing this matter to our attention. I sincerely apologize for any confusion regarding the recent email you received about renewing your prescription, as well as for any difficulty you experienced while trying to reach Musely Support. Please know that we take your concerns seriously and are committed to ensuring that all of your requests have been fully addressed!

  To clarify, because you turned off Auto-Refill in 2024, I can guarantee that you will not be charged for any future orders unless you manually place a new order through your account. The email you received was simply a courtesy reminder that your written prescriptions are nearing expiration. Should you wish to continue treatment, it would require completing an annual doctor examination to allow your designated dermatologist to renew your prescriptions. This process is never automatic and must be initiated by the patient, as explained in the email notice.

  Regarding your concerns about deleting your account: the instructions on our website to delete an account are currently only applicable through the Musely App. However, since you experienced difficulties with this process and per your request, we have taken the following actions on your behalf:

  ? Permanently deleted your Musely account
  ? Removed your method of payment from our system
  ? Ensured that no future charges or communications will occur

  We sincerely value you as a patient and deeply regret any confusion, frustration, or inconvenience caused. Please rest assured that your account has been fully closed, and no further action is required on your part. We wish you the very best in your continued skin and hair care journey and truly appreciate the opportunity to assist you further!

  Warm regards,
  *************start="1990" data-end="1993"> *********************************start="2017" data-end="2020"> Musely Support

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First off, Im not the type that complains easily and *** never filed a complaint against another company. I wish I could say that I was able to try these products because there are so many impressive before and after photos, unfortunately I had a problem with ordering for the first time. I had seen an Easter coupon and decided to finally give this a shot. The coupon gave me 33% off my first order. Since they charge $20 for the doctor consultation in top of the order, the coupon about covers the cost of that. A couple days later I got a message from the doctor about the prescription they were sending me, and it was the wrong one. They were sending me a prescription I didnt want. When I tried to get a hold of customer service, I got the auto generated responses that didnt actually address the problem. I even received multiple generic responses to my emails before I THINK I got a hold if a human. Their resolution to my problem was not to change the order and send me the correct cream, it was to completely cancel my order and keep the $20 doctor fee. So, I never got what I ordered and am actually out $20 for even trying to buy from this company. **************** responded with saying they would make a one time exception and credit my account for $10 towards future orders. I emailed again, letting them know that all I wanted was the correct cream for the price I originally paid, to include not having to pay the doctor fee again AND also getting the same price as with the coupon code. Their response to that? Dead air. NO response. This is literally the worst customer service Ive ever received from an online based business. They obviously dont care about their customers, so why would I trust them with my skin and my credit card info? Like, I was literally willing to pay every month if the product was good, but now they just lost a reoccurring customer. I will be sharing my experience to my friends as well as social media, but Im sure they dont really care.

  Business Response

  Date: 05/01/2025

  Thank you for bringing your concerns to our attention, and were very sorry to hear about your recent experience. We understand how disappointing it can be when expectations arent met, and we appreciate the opportunity to address this and make things right! Wed like to take a moment to clarify what occurred and share the steps weve taken to resolve the situation for you.

  Your original order was placed for The Anti-Aging Cream, and based on the medical questionnaire completed during checkout, your designated doctor prescribed that treatment accordingly. Once you let us know this was not the formula you intended to order, we immediately canceled the order and issued a full refund for the medication. However, the $20 Online Doctor Visit Fee, which is required for the doctors time and prescription review, had already been completed and was therefore nonrefundable.
  

  However, as a one-time exception, we issued a total of $32.57 in Musely Rewards to fully cover both the doctor visit fee and the original 33% discount you were hoping to apply. This was done to honor the spirit of the Easter promotion and ensure you were not paying more than expected! In addition, our Customer Support Manager offered to personally assist you in placing your order completely free of charge using Rewards to cover 100% of the medication cost.

  Weve followed up multiple times and would still love to help you move forward with your preferred treatment at no cost to you. If youre open to it, were happy to help place the order and make sure everything goes smoothly this time. Please dont hesitate to follow up within the established email thread and we will be happy to take care of this for you right away.

  We truly value you as a patient and hope to restore your confidence in us. Thank you for your time, patience, and consideration and we look forward to having the opportunity to assist you further!

  Customer Answer

  Date: 05/03/2025

   
  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

  Date:04/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I selected to buy a product from muesly for $99. I never received the product in the mail and I want my $99 back. I do not want the product anymore. Ive changed my mind but mueslu is trying to make me keep a prescription and saying that they cannot refund money for use Pharmaceuticals. I never used their pharmaceuticals so that would be a lie. I never received the product so that will be stealing if they did not refund money.

  Business Response

  Date: 04/23/2025

  Hi ********,

  Thank you for your feedback. Were very sorry to hear about your experience and appreciate the opportunity to clarify the actions weve taken to make this right!

  Our records show that you placed an order for your prescription medicationand that it was marked as delivered by **** on April 14th. After hearing that you did not receive the order and no longer wished to move forward with treatment, our team responded promptly and offered multiple resolutions, including a complimentary reshipment or credit in Musely Rewards.

  To honor your request, weve now completed a full medication cost refund to your original payment method as of April 23rd. Please allow 37 business days for the refund to reflect on your account, depending on your bank. Auto-Refill for The Lash Serum has also been turned off to ensure no future shipments are processed.

  If you need any additional assistance or have questions about your other active treatments, please dont hesitate to reach out. Were here to help and truly value your trust!

  Sincerely,
  Musely Support Team

  
  

  Customer Answer

  Date: 04/23/2025

   
  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,
  
  ******** ******