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:12/03/2024

  Type:Delivery 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.

  Ordered product on 11/19/24, was sent a tracking number and still over 2 weeks later the product has not been shipped, only the label printed. I have inquired twice through their customer support on the app and still have not been given any information about where my product is.

  Business Response

  Date: 12/12/2024

  Thank you for bringing this to our attention. We sincerely apologize for the delay and any frustration caused!

  On 12/5, we reached out to you via email with an update regarding your order. According to **** tracking records, your prescription order was in transit at that time and has since been confirmed as delivered on 12/9. As part of our efforts to make this right, we issued the full medication cost in Rewards to your account in addition to the Rewards previously provided.

  If you did not receive our email or have any further concerns, please dont hesitate to reach out to us directly at *****************************************************************************. Were here to help and want to ensure your experience is fully resolved to your satisfaction.

  Thank you for your patience and for giving us the opportunity to address this. We value you as a patient and look forward to hearing from you!

• Initial Complaint

  Date:12/01/2024

  Type:Sales and Advertising 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've been having an ongoing issue with this company. Unfortunately, I no longer have copies of contact between myself and the company because I believed the matter settled last time I spoke with a company representative who ensured me that my account had been cancelled. The problem I'm having is this. I cancelled, or believed I had cancelled auto renew on one of their products. I went through the cancellation process several times. Again today, I received notice that I would be receiving an auto renew shipment. I believe Musely is scamming me and others. I want them to stop harassing me with these shipment notices.

  Business Response

  Date: 12/02/2024

  Thank you for bringing this to our attention. We sincerely apologize for any inconvenience or frustration youve experienced regarding your Auto-Refill subscription. We take your concerns very seriously and want to provide clarity on the situation to ensure it is fully resolved.

  Each prescription under your account needs to be individually managed. Our records indicate that Auto-Refill was turned off for one of your prescriptions, but remained active for your second prescription. This is why you received a courtesy refill reminder for The Spot Peel.

  To address this, we can confirm that Auto-Refill for the prescription that was active was turned off on 12/1, so no further refills will be charged or processed unless you choose to place a refill order through your account.

  If you would like your account permanently deleted, you can follow these instructions we have emailed you on 12/2 or Id be happy to assist with this if you provide written consent.

  Thank you for your understanding and patience as we worked to resolve this for you. If theres anything further we can do, please dont hesitate to reach out. Were here to support you!

  Customer Answer

  Date: 12/05/2024

   
  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

  Date:11/08/2024

  Type:Billing 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 entered into a subscription with ********************* products. I have attempted to cancel my subscription but the company site does not have a contact phone number and they have their site set up so that I cannot log into my account to cancel. They continue to bill my credit card monthly but I do not want their product.

  Business Response

  Date: 11/11/2024

  Were truly sorry for any frustration you experienced while trying to cancel Auto-Refill for your prescription! We understand how important it is to have a smooth experience, and we want to assure you that Auto-Refill can be canceled anytime through your account. Additionally, our support team is always here via email, live chat, and phone to help with any account needs.

  After reviewing your account, we confirmed that your Auto-Refill was successfully turned off on 11/8 and we communicated this information via email. With that being said, you will no longer receive additional shipments. If theres anything more we can do or if you have further questions, please dont hesitate to reach out were here to support you! Thank you for giving us the chance to address this, and we apologize again for any inconvenience. We look forward to having the opportunity to assist you further!

• Initial Complaint

  Date:11/06/2024

  Type:Customer Service 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.

  My order was not delivered but says it was delivered. Contacting their customer service has been difficult. I spent a lot of money on these products. I was also supposed to receive 31% off of my products with the promo code LAUNCH31 but unfortunately I didn't receive the discount. **************** wants me to contact **** and talk to my neighbors which I previously did.

  Business Response

  Date: 11/13/2024

  Were truly sorry for the frustration and inconvenience you've experienced with your order. Although **** marked your package as delivered, we completely understand how disappointing it must have been not to receive it. To make this right, weve processed a free replacement order for you, which is scheduled to arrive on 11/15.

  We also apologize for any trouble with the promo code application, and were here to make sure all your concerns are addressed. Thank you for your patience and understanding as we work to resolve this for you. Please dont hesitate to reach out if theres anything further we can do to help!

• Initial Complaint

  Date:11/06/2024

  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.

  Company has been unwilling to replace or refund damaged/faulty product. One product is in a package that requires a pump, and the pump is snapped off and will not come out of package. The other feels like sand which seems unusual. Also, the company advertises that their products are covered by ***/HRA which has been found to be untrue as the *** states these are not FSA/HRA eligible expenses. They will not address the issues regarding the quality of their products or the ability to even get them out of their faulty packaging. They have only said it is my fault for not checking with my FSA to make sure it was covered. I feel like the ***' standards do not change based on my ***/HRA provider/policy. All I am seeking is a refund for products I cannot use. I have offered to return and nothing.

  Business Response

  Date: 11/08/2024

  Were truly sorry for the frustration youve experienced with your recent order, both with the product quality and concerns over FSA/*** eligibility. We understand how disappointing it must have been to receive a cream with unexpected texture issues and a broken pump, especially when you were looking forward to effective results!

  Our records indicate that we responded promptly to address your concerns about the faulty packaging and texture of the cream.  Although prescription medications are typically non-refundable, we have made a one-time exception and issued a full refund for your medication on 11/7, which should process within 3-7 business days. 

  Regarding FSA/HSA eligibility, please kindly note & as detailed on our website, coverage depends on the policies set by each provider, and we advise all patients to confirm eligibility with their FSA/*** provider prior to placing a prescription order as this is unfortunately outside of our control. We value your feedback and are here to support you with any further questions or assistance. Thank you for allowing us the opportunity to address this for you and please do not hesitate to follow up with us should you need anything else at all!

• Initial Complaint

  Date:11/04/2024

  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 attempted to cancel a subscription for a face cream on Sept 2, ************************************************* the treatment was not what I thought it was. I also attempted to delete/cancel my account just to ensure it was completely canceled. Another order was made on Oct 28th, 2024 that I did not want and I did not authorize. I requested a refund, but Musely will only offer me credit.

  Business Response

  Date: 11/08/2024

  Were truly sorry for the frustration and confusion surrounding your recent refill order and cancellation process and thank you for allowing us the opportunity to address this! We understand how concerning it must feel to receive a charge for an order you believed was fully canceled. Please kindly note and as discussed in our email correspondence, your initial order was canceled. However, the Auto-Refill option, which you selected at the time of setup, authorized our pharmacy to process refills every two months. To help prevent unwanted shipments, we send refill reminders five days before each scheduled refill, allowing time to make any needed adjustments.

  After reviewing your case carefully, we issued a full refund for this recent charge as a one-time courtesy on 11/5, which should reflect in your account within 3-7 business days. Our goal is to ensure your experience with us is clear and satisfactory, and were here to help with any further questions or support you may need. Thank you for sharing your feedback and we look forward to having the opportunity to assist you further!

• Initial Complaint

  Date:11/04/2024

  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.

  They sent an order and I did not receive it, they refuse to issue me a refund!!! This charge was on my HSA card for a so called prescription from them, their customer service is sub-par and does not try to resolve anything!! I went in and cancelled my order in August and they neglected to send an email informing me they were charging my card for a new shipment after I had already cancelled the item, they waited and sent an order shipped confirmation email, when I contacted the company I got the run around and they specifically stated in the email I should have gotten an email informing me that my card had been charged and an order was going to be shipped!! I received no such email! When informed the *** of this they ignored me and closed out the case!! I just want a refund for an order that should have never been shipped!!!

  Business Response

  Date: 11/08/2024

  Thank you for sharing your feedback and allowing us the opportunity to meet your expectations! We apologize for the inconvenience and frustration caused by the delay and issues surrounding your order. Our team has been in regular communication with you via email, providing updates and assisting you with steps to locate the missing package.

  As a one time exception and professional courtesy, we have issued you the requested refund on 11/6 and we are pleased that you have confirmed that this resolution is satisfactory! We appreciate your patience throughout this process and are grateful for the opportunity to address your concerns. If theres anything more we can do to assist, please dont hesitate to let us know. Thank you for allowing us to make this right and we look forward to having the opportunity to assist you further. Take care!

• Initial Complaint

  Date:10/24/2024

  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.

  For the past seveal years, I have used the effective Musely Spot Cream. I have tried to cancel more thn once, however, my request is ignored. Trying to effectively cancel a "to be shipped" email announcement OR turn off the auto-refill has NEVER worked. Searchiing for a way to effectively cancel merely sends one down a rabbit hole. I am now prepared to cancel my credit card to stop this form of thievery. ******. YOU CANNOT escape a company with NO PHONE CONTACT and devious, unclear directions onhow to cancel on the website.. a

  Business Response

  Date: 11/08/2024

  Were truly sorry for the frustration you've experienced with canceling your order and managing Auto-Refill for your prescription! We want to assure you that canceling an Auto-Refill or an unshipped order is always available to you, and our team is here to help every step of the way. We offer multiple contact methods, including email, live chat, phone, and social media, to make managing your account as simple as possible.

  As a gesture of goodwill, weve processed a full refund for your recent prescription refill order on 11/5, which should appear in your account within 3-7 business days, depending on your bank! We have followed up with you via email to confirm this information twice. Unfortunately, we have not yet heard back from you to confirm that you are satisfied with the resolution provided. With that being said, if you need further assistance or have any additional questions, please dont hesitate to reach out to us, and well be happy to help ensure your experience is smooth and satisfactory!

  Thank you for allowing us the opportunity to resolve this for you and we look forward to having the opportunity to further assist you!

• Initial Complaint

  Date:10/22/2024

  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.

  I have been using Musely since January of 2024 and have never had a problem until now. They charged me for a refill on October 1, 2024. I have yet to receive this refill. It still has not shipped. I reached out to them to ask why on 10/14/24 and 10/19/24. As of today, 10/22/24, it still has not shipped. Even if it shipped tomorrow, I would still not get it for another 7-10 days, or a full month after they charged me for it. If a company cannot provide a good within a reasonable amount of time, I think a refund should be granted.

  Business Response

  Date: 11/08/2024

  Thank you for taking the time to share your experience! We sincerely apologize for the delay and any inconvenience caused with your recent refill order. Our records indicate that we have been in contact with you via email to address your concerns, and we confirmed that a full medication cost refund was issued on 11/5 per your request and the full medication cost has been credited to your Musely account in Rewards as an additional courtesy.

  At Musely, we strive to ensure timely deliveries and effective communication, and were genuinely sorry this experience fell short of those expectations. If theres anything more we can do, please dont hesitate to let us know. Thank you for your feedback, and we look forward to having the opportunity to assist you further! Should you need anything else at all, please do not hesitate to follow back up in response to our most recent email sent on 11/7! Take care!

• Initial Complaint

  Date:10/20/2024

  Type:Sales and Advertising 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 wanted to order cream. They asked for e mail date of birth and then went into a list of questions about private medical info. So I stopped. Went to edit information. The editing function did not work. I could not cancel my information or erase it. Musely should allow unsatisfied customers to opt out

  Business Response

  Date: 11/05/2024

  Hi ******, 

  Thank you for sharing your experience. At Musely, patient safety and satisfaction are our top priorities. To ensure that each treatment plan is safe and effective, our board-certified doctors require a comprehensive medical history and assessment. This information is essential for them to provide a thorough examination and determine if the requested medications are the best option for your specific needs.

  We apologize if our process caused any confusion or frustration, and we are here and happy to support you throughout this process. Please rest assured that we respect your privacy, and our platform is designed to allow patients to cancel at any time. Following your request, I can confirm that your Musely account and all personal information have been permanently deleted from our system.

  As a gesture of goodwill, wed like to offer you a discount for any future order, should you choose to give us another try. Please feel free to reach out to our support team at ********************************** if youd like to redeem this or if you have any further questions. We look forward to the opportunity to assist you in the future!

  Customer Answer

  Date: 11/05/2024

   
  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.
  

  They called me and resolved the issue. Thank you BBB!
  
  Sincerely,
  
  ****** ********