Musely
Reviews and Complaints

I have spent over $300 with them.

Got no results what so ever!

You have no reason to trust these scammers and I want to make my loss of time, money and trust toward so called ‘reputable’ company - to be a lesson for many other ladies who are an need of professional help, who have a skin issues as a pigmentation or acne …

Please, do not fall into this trap like I did!

Stay away!

They have no shame to rip off people!

I have been ordering hair loss medication from this company on and off for years. I recently ordered again after about 9 months break. I submitted all my information and without letting me know the company just charged me and sent out the product! My address on the app was incorrect as it had been months since I last ordered from them. I expected there would be some sort of notification from them that I was approved for the medication or simply asking first for permission to charge my credit card but no and customer service has been disgraceful they are saying too bad even tho it’s their error! They won’t refund me! Do not use! Terrible customer service! Very condescending to me in the emails sent by Heather too.

Musely RX is a scam. The very expensive lightening cream does not do a thing. They claim it is a prescription cream and show photoshoped photos on Facebook advertisements to hook you in. What they don't tell you is that they do not offer refunds if the product does not work and then block and remove comments from real people who have a bad experience with the products. They also charge your credit card a second time 30 days later. Product_Or_Service: Spit cream

I ordered this product, and followed the E-Doctor and E-Nurse app, but they are saying I did not comply, but are denying me a refund as per their website. I had emailed about getting a refund, and am receiving no resolution. I had ordered September 17, $89.79. I had paid with my debit card from First Hawaiian Bank, ending in 1621. This product has no visible results, and i feel defrauded, and appreciate any help from Complaintsboard.com, as thus e commerce companies get away with taking from honest consumers.

Brought The Spot Cream skin treatment, did not work at all. Received credit for different product, but instead of credit, charged my card, then sent same product again that didnt work. When contacted, refused to reimburse funds, apply credit, send new product. Musely lied and said old product had already shipped so cant refund and same product sent cannot be returned. Screenshot proof product had not shipped, a complete lie. Musely is unethical, and if they do not reimburse my funds, I want my comments posted here, and I will post to Google, Yelp, and other consumer complaint sites.

I purchased a Musely the spot cream M formulation at musely.com and they charged for an online purchase of a cream for *** dollars without disclosing that *** of those dollars was a non-refundable doctor's consult. I am a physician myself and did not need a physician consult. They unilaterally decided not to send me the cream I purchased but a different cream (not the M formulations) I did not want or need. I canceled the purchase to then after the fact find out that Musely had retained *** dollars as a doctor's consult fee. They are unreachable via phone or email. I have emailed them multiple times and have only received automated messages. Product_Or_Service: Musely Order_Number: PSOXXXXXXXXXXXXXXXXX Account_Number: PSOXXXXXXXXXXXXXXXXX

I purchased from Musely after its many targeted social media ads featuring nothing but positive reviews and satisfaction guaranteed claim. I mean there was not a single bad review. I used the product, a prescription drug after a picture I submitted to an alleged physician and following all instructions on their app, but it did not work. I contacted them to say that and they advised they could not find my account - though I had contacted them via the app account - and later, that I had not checked with their enurse and so they had no proof I had used the product I bought so could no do anything other then advise J buy another product of theirs. When I started to leave reviews on their social media ads, saying the product did not work, they went on to delete all of them; when I posted they deleted bad reviews, they blocked me from posting though still targeted me with ads. Product_Or_Service: Prescription drug

The vendor advertises, among other products, a skin spot removal cream that is supplied by prescription only. The customer fills up a questionnaire regarding skin condition and face spots, part of the questionnaire includes whether the customer wants the spot cream with or without hydroquinone. I specifically requested the cream without hydroquinone. The cream I received contains 12% hydroquinone. I immediately communicated this to the prescribing physician who corrected the prescription. *** confirmed that the physician had changed the prescription. However, my contacts with customer support have been futile. ***'s position is that, even though they made a mistake, there is nothing they can do about it. No refunds. No exchanges. And of course, they will not send the corrected prescription. I have copies of these communications. I have also placed a complaint through my Visa credit card regarding this fraudulent behavior. Product_Or_Service: Spot Removal face cream

On 6/18 I placed a tele-health order for the MUSELY Spot Treatment which treats ***. I received it on 6/21. As per the prescribing doctor, each bottle of medication is 2 months supply. I started the eNurse checkup to activate the 60-day Results Guarantee. The medication is very strong for my skin. I have redness, peeling, irritation and sensitivity, so I cannot use it more than once per week. In fact, in the doctor's recommendations she says "Initially, redness is normal but stop if you get too red." Consequently, I still have an almost complete bottle and yet MUSELY decided to ship me another bottle of the same formula on 8/13 and charge me for $60 for it. I even asked them to cancel it. I NEVER chose auto-refill. I did not get a notification either. They send so many marketing messages via their app, and I find it really hard to believe that they can't send an alert to avoid charging their customers for an extra $60 for product that won't be used! They refuse to help.

The erase product I was prescribed ruined my skin and caused my melanin to disappear. I do not have any preexisting skin issues besides acne I used the erase skin product for 2 weeks and my skin has become patchy and permanently discollored. I reached out to my personal dermatologist that told me this strength of prescription should never has been given to me. In addition to the color, the texture of my skin has been altered. My skin in very sensitive now. I used to wear makeup occasionally. Now my skin can't handle the chemicals within my old make up, and face washes. My spots still remain on my face and I now have a *** monthly bill for my skin care. My dermatologist switched me to skinceuticals, and a topical steroid. This company did not do anything to help they offered switching to a product that would've continued to destroy my skin. They need to be held accountable for ruining my skin and the expenses I am incurring and will incur. Things to note when I contacted the dermatologist he had no idea what prescription had previously been issued. He gave a diagnosis based on this cream and back-peddled once I explained I was on the erase cream and not the

I ordered Musely skin products back in December and started having issues with the products within my first week of use.My skin was in pain and very tender,it was burning and peeling really bad and the sunscreen turned my skin a purple color, so I stop using the product immediately within the first week.I reached out to Musely about 3-4 times.I called and left messages and emailed them,no one never called me back.They lied and said they did,all I received was a sorry email that was on repeat the company told me that I could not get my $250 back until after the 60 day trail.they kept sending me the same email and other emails.So I did'nt know what to do, but wait around,because I did'nt want to send a product back and not be compensated for it.During my wait I saw a email from Musely stating that they were going to send out more skin products and charge me for it,I went on the website immediatley and tried to stop them for delivering more stuff,that I never asked for.It was a option on the page to stop refills and checked the box and made it clear that I was not interested in receiving a second round of the products.They ingnored me and tried to take money out of my bank account numerous of times,when I had already called,emailed and told them about my skin having a bad reaction. Product_Or_Service: Skin products Order_Number:

In summary, I would like a refund of the last product I received, order #PSOXXXXXXXXXXXXXXXXX, order date 04/13, *** On 02/17 I completed an order for a spot cream. At the time I was well aware there as a 60 day refund guarantee based on meeting certain criteria. During the 60 days I was very pleased with the product, therefore, I refilled and passed the 60 days. On 04/15, my refill was processed. I rcvd the new spot cream shortly thereafter. I attempted to use the refill and realized very quickly the color and texture were very different than the first product I rcvd. I applied the cream at night to see if I could still use it. When I woke up the next day, my face was red and appeared to have a "sunburn". I contacted *** via Facebook and I was told "Hydrocortisone is included in the first fill of the medication to help your skin adjust, but it is not included in refills to avoid prolonged use of the steriod". I advised this representative that the new fill was too grainy and felt like something used for microdermabrasion. My skin can not tolerate that. The representative replied telling me that I had the 60 day guarantee (mind you, I was pleased during the first 60 days). This was a new formulation of my product that 1. I had not been notified about 2. I can not use. There is no reason I should not be able to get a refund when the company changed the product.

I started my first bottle of HQ Free *** in Dec 2021. But after 60 days of use, I saw no results. But I still continued to order a second bottle hoping that it might just take longer for it to work on me. When I recently started using my second bottle of HQ Free ***. Then, I realized that something is wrong with the first bottle I got back in Dec 2021. The cream from the first bottle was almost brown and felt smooth when I spread it on my skin. The cream from this new bottle is off white color and when applied on skin, I can feel the sandy gritty texture. I confirmed with a friend who happened to start on the same HQ Free cream. Her cream is consistent with the second bottle I received. That means I got a bad cream for my first bottle. The color was brown, not white, and the cream did not have the sandy texture when applied on the skin. No wonder it did not work even after 60 days. When I contacted Musely, *** at Musely said it was due to discrepancy. Really? This is supposed to be a prescription cream. It's understandable if the color is off by a bit, like vanilla vs. off white. But the color difference is between brown (1st bottle) and off white (2nd bottle). The 1st bottle is also missing sandy ingredient that is in the 2nd bottle. If this is considered discrepancy, then there is clearly a big issue with your product quality control. People are putting these creams on their face! am very unhappy because it wasted 2 months of my treatment time and applied a bottle of bad cream on my skin.

This business is a scam! They are a third party distribution service that peddles inferior products and advances fraudulent products. They force these products on consumers against their own written policies. Their policy:However, we do have a 60-Day Results Guarantee. We guarantee success when the treatment is properly used and the eNurse check-up software is completed. If your skin condition is not improved to your satisfaction after the proper usage for 60 days, we will refund the medication cost. The $20 doctor visit fee is not refundable. For more information, please see this article What is the 60-Day Results Guarantee'They sent me their product in defective packaging. The packaging was so defective I couldn't get it out. I asked for a refund. They sent an email 2 weeks later saying they were sending me another one despite me telling them 3 times I didn't want a replacement just a refund of my money.They are blaming COVID-19 for the faulty packaging and not be able to refund my money. However, COVID-19 didn't stop them from taking my money! Besides the fact that I instructed them not to send me their product 2 weeks before they sent it. They are using COVID as an excuse not to refund my $80.00.Federal law says they can't resell prescription products. It does not say they cannot refund my money. Particularly, since I told them for 3 weeks not to send me their product just refund my money. They failed their 60-Day results guaranty when they sent their product in a package that I could not get it out of! They block all negative reviews so that the public is misinformed about the quality of their products. Product_Or_Service: Spot Cream Order_Number: PSOXXXXXXXXXXXXXXXXX Account_Number: Order #

I have been using this face cream to treat *** since November. My third shipment arrived in March. Upon opening this 3rd bottle, I noticed the color and texture of the prod was different than the previous two, which were creamy and light colored. The last prod was a dark brown liquid. I emailed the support team on April 25th after using the prod for about a week and did not think it was suitable as the previous products were for my fact: April 25th to Customer Service Hello, i began using my last shipment this week and the consistency of the product is not the same as previous ones. Others has a creamy texture, this one is more a brownish liquid. It's not as creamy. - *** They responded that they had changed the formula for consistency. *** I contacted you after my last order and questioned the color and consistency of the last bottle of the product. Support responded that the formula has changed for consistency. I am contacting you again to note that I have seen zero improvement with this one and if anything the spots are getting darker again. ( I sent them a photo of the product's brown liquid) I really think i received a bad batch. - *** "Each bottle of the Spot Cream is made within one week of being shipped. The pharmacy adheres to very strict guidelines and protocols which ensures there are no bad batches. Please let me know if you have any questions. " In Aug when i received the new bottle, I realized it was the same consistency and color as the first two shipments and therefore the 3rd had to be indeed a bad batch. I emailed again multiple times asking for a refund on a bad shipment and they refused to hear me out. Finally reaching out to their social media team, who informed me that if I received a defective product they will replace it but then informed me that since it was Sept. I had waited too long and there will be no refund or replacement. Product_Or_Service: Musely stubborn spot cream

No product received despite payment. Replacement requested, and was denied. Refund was requested, also denied. Weeks of communication with no help. *** XX XXXX: I received notification that my order was being prepared to ship, I immediately went online to update the delivery address, the status of the order had not shipped yet and the change of address seemed to update correctly. *** XX XXXX: Payment of *** was deducted from my account for my prescription product. *** XX XXXX: Realized my product was shipped to my old address, reached out to *** to see if I could get a replacement product sent to me, they shared that since it was an *** I could not get a "replacement", but they offered to move the date for my next *** up, and send it to me using rewards points that cover the cost. I received shipment confirmation email from *** shortly after. *** X XXXX: After not receiving my replacement order, I inquired. I was told that my order was cancelled. No reason given. I requested a refund instead and was told they would provide one. A screenshot was sent to me to "verify" my refund was processed. *** XX XXXX: After not receiving a refund, I inquired. I was assured numerous times that a refund was processed and would see it within several business days. This was not true and I did not receive a refund *** After yet another inquiry, I was then told that my "refund" was processed for the rewards points that they used for my original replacement order that they cancelled without reason. I was told that since my payment method was rewards points, that's how my refund would be received. This is unacceptable. I have been mislead by *** numerous times, claiming they're sending me my product when they were not, claiming they were refunding me when they did not. I do not want rewards points. I clearly have no desire to work with this company any longer and have repeatedly requested one of two solutions - my money or my product. The unprofessional and hostile way they treat their customers is not only frustrating, it's time consuming. I feel that my request is reasonable but they insist on keeping my money and not giving me a product for my payment. I do not want points that can only be used at this unethical company, and I was specifically told I would be receiving a refund numerous times.

Purchased: May 14Contacted support on Jun 4 to understand the return policy and was told that I must download the musely app and thats when m y 60 day warranty period will start, not from the day I actually started using itI finished 60 days on Musely app and requested refund on 8/15 and now I am told that I was suppose to do 10 check ups on the app and since I did not, I do not qualify for the refund. Its not advertised anywhere that what is actually required to do to get the money back. This is deceiving and misleading. I would like to get my money back. This is the response I got on 6/4:Hi ***,The Spot Cream is prescription medication made specifically for you. Consumer protection federal law prohibits the return of prescription medication; this ensures that your medication has been maintained properly and has not been tampered with. As such, all Face-Rx medications are nonrefundable and nonreturnable. Thank you for your understanding.However, Musely provides a 60-Day Results Guarantee, which requires:Proper use of medication ensured through completion of the eNurse check-up softwareUse of medication as directed by eNurse check-ups for 60 daysIf, after 60 days, you are unsatisfied with your results, Musely will refund the medication cost. Please note Musely does NOT guarantee results:Due to nonuse of the medication for any reasonDue to misuse of the medication when not following the eNurse check-up programSome people may experience side effects such as, but not limited to: redness, peeling, dryness, irritation, allergic reaction, itching, or breakoutsTo qualify for the guarantee, please start using the medication properly today and follow eNurse instructions for 60 days.Feel free to reach out with any further questions.Thank ***,Thank you for contacting Musely Support. eNurse is a check-up program in the Musely app designed to guide you throughout treatment and advise on side effects tailored to your specific treatment. Throughout check-ups, you will be asked a series of questions regarding your current treatment and skin conditions. eNurse will provide recommendations regarding the answers given. We recommend turning on notifications for the Musely app so you do not miss a check-up, as you will not be able to go back and complete it!Completion of 60 days of eNurse check-ups will also qualify you for Musely's 60-Day Result Guarantee.Please download the Musely app -> login -> select eNurse -> select treatment -> Start check-upsFeel free to reach out with any further questions.Thank *** (Musely Support)Jun 19, 2020, 10:47 AM *** days starts when you check in, not when you order. If you want to qualify for the guarantee, then please start checking into eNurse.Thank *** 17, 2020, 5:51 PM PDTI dont get it, 60 day starts when I check in or the day I *** (Musely Support)Aug 17, 2020, 7:43 AM PDTHi ***,I've just checked on your account again and can see that only 4 out of 10 eNurse check-ups have been completed for this account. Unfortunately, I'm prohibited from proceeding with a refund as your account does not qualify through our 60 Day Results Guarantee, as the terms for the guarantee are the only exception to these treatments being nonreturnable and nonrefundable. Thank you for your understanding.Hi ***, Product_Or_Service: Musely Order_Number: PSOXXXXXXXXXXXXXXXXX Account_Number: PSOXXXXXXXXXXXXXXXXX

Musely refuses refund for 60 day guarantee. The app didn't work and could not track progress. Medication did not work on my melasma. I didn't have a good experience with Musely, both with their The Spot Cream formulation and with their customer support. I have melasma and have searched for years to find something that could work. I wanted to avoid chemical peels and laser procedures before exhausting all options. I was excited to hear about Musely and ordered it on 2/18. It took awhile to arrive so I started in March. I started to track my progress on 3/14, and used it through May. In April I noticed that I wasn't seeing any changes so on 4/17 I contacted the dermatologist they assigned to me, and got a stronger formulation with tretinoin. In my message with the doctor, I also shared progress photos. It is clear in these photos nothing has changed since my last upload in the app about a month ago. I understand that I have to complete the eNurse check-ups in order to qualify for 60 day refund, but I could not upload any new photos after my first check-in on 3/14. The app simply did not work for me. I took a screen recording of the app on my iPhone to show that I could not upload or track my progress. The only other photos I was able to upload was in the message to the dermatologist. I contacted support on 4/17 and spoke with someone named Taryn. I notified her about the issue and not seeing results. I was going back and forth with her from 4/17 to 4/24, and she told me to wait another 20 or so days to complete my 60 days. I followed her instructions, and still no results. On 6/8 I contacted their support again, and spoke with ***. I had to re-explain my issue as they didn't keep track of my last messages with them, and had a frustrating back and forth emails from 6/9 to 6/11. During this time I met with my own dermatologist, and she said to stop using the formulation. My doctor said I need to stop taking Musely immediately, especially since hydroquinone will make my condition worse during the summer. I notified *** about this, and instead of listening to the issue, she pushed sales on me to buy more of their product, as if buying more will make the melasma go away when clearly this product doesn't work for me. On 6/11 *** stopped responding, and I followed up on 6/15 with still no response. On 6/21 I sent another email. On 6/23 I spoke with Shelby, and again, had to re-explain my issues since they don't keep a log of prior messages. I explained about my issues with the app and offered to send the screen recording, and all the progress photos I took so that I could keep track on my own since the app didn't work. Shelby responded that I needed to upload photos in the app when I explained several times I could not upload photos. I'm not quite sure why this is difficult to understand, and why I couldn't send my proof of documentation to them. Shelby also pushed sales on me again to try a different formulation, when I clearly stated that my own doctor told me to stop using it. I dutifully upheld my side of the contract to use the eNurse app to the best of my ability, and Musely refuses to inquire the technical issues I have, nor review my proof of documentation. I've had a frustrating and disappointing experience, and astonished that Musely would continue to push sales on me instead of resolving the issue. I would like this issue to be resolved and a refund honored. To the founder, ***, and co-founders ***, ***, and ***: It is unacceptable that you value the use of your app over your customer's actual well-being. Having melasma is a difficult and very personal issue. Customers come to you because of your guarantee and promotion that your product works, not your technology. It did not work for me and I feel taken advantage of. Your customer support is not helpful, and need to stop pushing products on dissatisfied customers. There are complaints in your discussion forum and here on Complaintsboard.com with similar experiences. I will post negative reviews where ever I can about your product and services.