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Business Profile

Health and Medical Products

Hims & Hers Inc.

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Important information

  • Customer Complaint:

    BBB’s profile for Hims Inc. was created in January 2018. A review of the company file was done in October 2024. Complaints on file concern issues with cancelling orders and refund requests.

    BBB recommends users to review the Terms and Conditions, with special attention to Subscription Products and Services, as well as their Refund Policy.


    For additional support, please visit Him & Hers, Inc. Contact Us.


Complaints

This profile includes complaints for Hims & Hers Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Hims & Hers Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 3,249 total complaints in the last 3 years.
    • 2,172 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/25/2024

      Type:Product Issues
      Status:
      Answered
      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 July, I completed the questionnaire to try to receive a specific medication. After the questionnaire they prescribed medications. I made the assumption that the medication was what I had asked for. However, upon further review and searches of the medications prescribed it had nothing to do with what I requested. I canceled the subscription the same day I had submitted, realizing my error. I sent a note to the care team and the support team to request cancellation and refund. I didnt hear back so I sent a follow up note the following week (July 22). In the meantime, the company had still processed the subscription after Id canceled and shipped within a day (July 15). I requested that they allow me to return the unopened box and refund me the money paid for five months of subscription. They have rejected this and are saying this is nonrefundable. I want what I requested, no a substitution, so Id like the refund to put the money I budgeted towards the medication I thought I was purchasing.

      Business Response

      Date: 07/27/2024

      Hey,
      Thank you for bringing this to our attention. We are truly sorry to hear you had a frustrating experience with us, and we'd like the opportunity to make this right. 
      We have followed up with you via email and look forward to your response. 
      The Hims & Hers Team

    • Initial Complaint

      Date:07/24/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 July 21, 2024, took the assessment to see if I qualified for any medications through hers. I did, and was approved and charged $395 immediately. THE VERY NEXT DAY, I contacted my PCP who stated I could NOT mix these medications with ones I am currently taking. I have been since trying to contact hers for a refund. Ive messaged the provider. Ive called the customer services numbers. I have had no luck speaking with anyone. My medications HAVE NOT YET SHIPPED, so receiving a refund should be no big deal. This is a last ditch effort to try to get some acknowledgement from the company, and to be assisted with getting my money back.

      Business Response

      Date: 07/27/2024

      Hi,
      Thank you for providing your honest feedback, and were so sorry for the experience you had. 
      We'll do everything we can to resolve your issue right away, and we will be reaching out to you shortly. 
      The Hims & Hers Team

    • Initial Complaint

      Date:07/24/2024

      Type:Product Issues
      Status:
      Answered
      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 reached out to get a refund and havent heard anything back, on the site it doesnt have a number and it says you can contact them by email 7 days a week 247 but no one hasnt responded about my refund yet. Its a rip off

      Business Response

      Date: 07/26/2024

      Hi,
      We're so sorry to hear your experience with us was less than ideal but appreciate you reaching out and providing us with your honest feedback. 


      Wed like the chance to make things right and will be reaching out to you shortly to resolve this matter.
      The Hims & Hers Team

    • Initial Complaint

      Date:07/24/2024

      Type:Product Issues
      Status:
      Answered
      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 am filing a complaint against Hims & Hers regarding their handling of my subscription cancellation and refund request.On 7/12/24, I informed Hims & Hers that I was not satisfied with the previous product that I received as it did not work for me. Consequently, I requested to cancel my subscription and asked for a refund on the following shipment. However, I was told that the order had already begun processing and that a refund could not be issued.Despite my notification, I received the product 10 days later. Upon contacting customer service again, I was informed that the company does not provide refunds for their product. I find it highly unreasonable that a company would force a customer to keep a product that is clearly unsatisfactory and useless to them.I am requesting that Hims & Hers reconsider my refund request, as it is unfair and unacceptable to be compelled to retain a product that does not meet my needs or expectations. I believe I am entitled to a refund given the circumstances.

      Business Response

      Date: 07/26/2024

      Hi,
      We're so sorry to hear your experience with us was less than ideal but appreciate you reaching out and providing us with your honest feedback. 


      Wed like the chance to make things right and will be reaching out to you shortly to resolve this matter.
      The Hims & Hers Team

    • Initial Complaint

      Date:07/24/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 immediately cancelled my subscription and emailed customer service stating that I would not be using the treatment plan offered by Hers because I will be seeing my primary care physician instead. I was charged for medication 3 days after cancellation. Ive contacted customer service four times and have been unable to speak to anyone in customer service. I am either left on hold or immediately disconnected once a human answers. I am requesting a refund because I did not authorize this purchase.

      Business Response

      Date: 07/26/2024

      Hey,

      Thank you for bringing this to our attention. We are truly sorry to hear you had a frustrating experience with us, and we'd like the opportunity to make this right. 

      We have followed up with you via email and look forward to your response. 

      The Hims & Hers Team

    • Initial Complaint

      Date:07/24/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 noticed a charge from Hims on my credit card and check to find out that they were automatically renewing a prescription I had canceled. The prescription had NoT shipped! I immediately notified them not to ship and cancel refund my account. The refused. I would understand if the product had shipped but it clearly had not. They refused to deal with me in good faith and I believe exhibit wrongfully egregious discrimination. I offered to switch my prescription to something I could actually use but the refused to consider it.

      Business Response

      Date: 07/26/2024

      Hey,

      Thank you for bringing this to our attention. We are truly sorry to hear you had a frustrating experience with us, and we'd like the opportunity to make this right. 

      We have followed up with you via email and look forward to your response. 

      The Hims & Hers Team

    • Initial Complaint

      Date:07/24/2024

      Type:Product Issues
      Status:
      Answered
      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 see what Hers was like to get my mental health medication for a cheaper price and I thought I would be able to use my insurance and as soon as I noticed they charged my card the entire balance I immediately reached out to cancel and not have them fill or ship out the prescription. Waited in the phone for a customer service rep for nearly an hour and was met with there are currently no representatives to take your call and then the call was disconnected despite their help page stating they are available 7 day/week and 24 hour/ a day. No one have responded to my messages or email I simply do not want to start treatment *** would like a refund as I have not received anything from them.

      Business Response

      Date: 07/26/2024

      Hey,

      Thank you for bringing this to our attention. We are truly sorry to hear you had a frustrating experience with us, and we'd like the opportunity to make this right. 

      We have followed up with you via email and look forward to your response. 

      The Hims & Hers Team

    • Initial Complaint

      Date:07/24/2024

      Type:Order Issues
      Status:
      Resolved
      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 signed up for Hers weightloss medication program based off of their advertising and claims they would offer a tailored medical approach to weightloss that would be “personalized to your needs” I received the medication kit that was “tailored” to me and as I tapered up, I developed debilitating side effects that made it challenging to continue my job (which requires brain functioning!). I sought out advice from the “providers” and was told to taper down my dosage. The side effects continued and I asked if they could change my program to remove the RX I thought was causing issues. Since the medications were compounded, they said they could not change my dosage or RX. I asked if they could send a new Rx to my local pharmacy. That request was also denied. I then asked for a refund or credit since I am unable to use over 4 months of the 5 months I paid for. They refused. I am seeking a partial refund for 4 out of the 5 month fee since they are NOT providing the service they advertised. I also urge BBB to look into this company and their predatory advertising practices that are false and misleading.

      Business Response

      Date: 07/26/2024

      Hi,
      We're so sorry to hear your experience with us was less than ideal but appreciate you reaching out and providing us with your honest feedback. 


      We’d like the chance to make things right and will be reaching out to you shortly to resolve this matter.
      The Hims & Hers Team

      Customer Answer

      Date: 07/26/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 2*******, and find that this resolution is satisfactory to me.


      Thank you.

    • Initial Complaint

      Date:07/24/2024

      Type:Product Issues
      Status:
      Resolved
      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 completed the mental health application and was accepted for treatment of anxiety and depression. I was prescribed Fluoxetine which I have taken for many years with great success. I paid $349 for a years subscription. I took the medication as directed when it arrived and in a matter of days my adverse reaction was so severe that I was taken by ambulance to the nearest hospital emergency room. The medication sent to me was not standard Fluoxetine! I have requested a refund of 3/4 of the $349 that I paid but the company has ignored me and given me the run around for weeks now!

      Business Response

      Date: 07/26/2024

      Hi,
      We're so sorry to hear your experience with us was less than ideal but appreciate you reaching out and providing us with your honest feedback. 

      Wed like the chance to make things right and will be reaching out to you shortly to resolve this matter.
      The Hims & Hers Team

      Customer Answer

      Date: 07/26/2024

       
      Complaint: 22036983

      I am rejecting this response because:

      I have requested a refund multiple times. No further communication is required. Only a refund will suffice. 


      Sincerely,

      *****************************

      Business Response

      Date: 07/29/2024

      Hello,
       
      We sincerely apologize if you didn't find our resolution satisfactory and your experience with **.
       
      Your latest order has been refunded in full; refunds generally take 5-10 business days to process, depending on your bank. We have confirmed this in the email sent to you.

      Additionally, we can confirm that your subscription has been cancelled. Unless you choose to make another purchase or reactivate, no further charges or shipments will occur.

      Please let us know if there is anything else we can do to help resolve this or answer any other questions for you by responding to the email we have sent to you.
       
      Sincerely,
      The Hims & Hers Team


      Customer Answer

      Date: 07/29/2024

      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:07/24/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 used the hers app and then tried cancel unsuccessfully 2x via the app. No confirmationnothing. I called today and customer service agent was rude and told me hed have to get his team to approve it. When doing the transaction they tell you your card isnt charged until item is shipped.

      Business Response

      Date: 07/26/2024

      Hey,
      Thank you for bringing this to our attention. We are truly sorry to hear you had a frustrating experience with us, and we'd like the opportunity to make this right. 
      We have followed up with you via email and look forward to your response. 
      The Hims & Hers Team

    Hims & Hers Inc. is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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