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Business Profile

Health and Medical Products

Hims & Hers Inc.

Headquarters

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

    • 3,247 total complaints in the last 3 years.
    • 2,188 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/20/2024

      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 wasnt aware that by answering the questionnaire and inserting my payment info that I would be paying $147 out of pocket the following day (7/20/24). Im a broke college student and cant afford this financial loss. I thought after being reviewed by a professional, I would at least get a final decision in terms of whether or not I would be interested in moving forward with the medication. I was only curious since I struggle with mental health even though I cant afford treatment for it but now that Im $147 short and still in school, it feels like mental health is declining now that I need to figure out how to pay off my other financial obligations. I dont mean to be a bother but I hope I can receive a refund for this. Thanks

      Business Response

      Date: 07/21/2024

      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:07/20/2024

      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.
      An auto subscription to hair treatment was placed on March 5th. I was not aware that it was being delivered, a family emergency came up and I was out of town. As a result, the product was returned back to the company on April 6th per the tracking. The address is the same as the address it originally was sent, not my address. I didn't realize this happen since I was not here. I noticed it when I was checking another subscription recently. I brought it up to the company asking for a refund since I never received the product and it was returned. One representative said they would send me it free if charge after confirming my address, even though they typically need to know within 30 days. I confirmed my address, and a different representative responded saying they wouldn't send it because it was after the 30 days. They said they couldn't refund or send me the product free of charge because it said it was delivered. I sent them the screenshots of where it was delivered, it's in their own records online. They never responded back since providing them the screenshots showing the product was returned to them. I am requesting a refund as I never received the product in my possession, it was not used or stolen, it was returned back to their distribution facility. I consider this theft since I paid for something I never received and they are unwilling to assist.

      Business Response

      Date: 07/21/2024

      Hello, 

      Thank you for bringing this to our attention. Were truly sorry to hear you had a frustrating experience. We would like the opportunity to make this right. 

      Weve followed up with you via email and we welcome you to reply back to the email you receive. We look forward to being in touch with you.


    • Initial Complaint

      Date:07/20/2024

      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 did a consultation with their doctor; was denied the medication for hair loss. I said okay, I please cancel the service. They agreed. I was sent one bottle of shampoo. I cancelled that subscription on their website (which i never signed up for). Then, sure enough, another bottle came a month later. They created another new subscription. I cancelled that one and contacted them but heard nothing.

      Business Response

      Date: 07/21/2024

      Hello, 

      Thank you for bringing this to our attention. Were truly sorry to hear you had a frustrating experience. We would like the opportunity to make this right. 

      Weve followed up with you via email and we welcome you to reply back to the email you receive. We look forward to being in touch with you.


    • Initial Complaint

      Date:07/19/2024

      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 was signed up for a shipment on July 19, 2024. For the past seven days up to the shipment date, I have been calling this company to try to cancel this order because I could not find the "cancel" button online. Every time, I was put on hold and then eventually hung up on. I am on hold now and my card has just been charged. How do I cancel this order and get a refund? This is ridiculous and it seems obvious that this company goes out of their way to charge money without permission and make it difficult to cancel an upcoming order.

      Business Response

      Date: 07/21/2024

      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: 07/21/2024

      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:07/19/2024

      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 signed up for Hers weight loss. I chose Hers based on positive customer experiences. My order was shipped however I didnt receive the main component- the medication. I left several messages through the customer portal and got one response stating they would notify customer experience. I have not received any other responses nor have I been contacted by customer support. I called their customer service line *************) several times and EVERY time I was on hold for over ***** minutes just to receive an automated message saying NO support agents available to take call, please call back later then hung up on. I paid close to $900.00 US only to receive a large box with syringes for the medication but NO medication. I would truly appreciate a response from Hers and for them to make it right by sending the medication.

      Business Response

      Date: 07/21/2024

      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:07/19/2024

      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 looked into their product July 11th, and made the initial account. I realized it was too expensive and before they could charge my card I cancelled the subscriptions and believed that the account was no longer active. However, I kept getting charged and my bank would deny the charges *July 11, July 13th, July 14th, ) They charged 395 July 19th for the subscription again even though I had cancelled and tried to contact customer service (no one has answered) to refund the order as I know it has not been shipped yet.

      Business Response

      Date: 07/20/2024

      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:07/19/2024

      Type:Sales and Advertising 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 signed up for a year subscription of Hims & Hers to receive a prescription and supply of 50 mg of Zoloft, which I had been previously taking for over a year. The medication they sent, though presumably the same medication I had been taking for over a year, gave me horrible side effects including an increase in suicidal thoughts. When I sought to change my medication, they said they could prescribe me different medication, but I would have to pay for it out of pocket at my local pharmacy. I had already paid for a year of care and medication, but they refused to provide me with care once I stopped the Zoloft order after 3 months. I then disputed the charge with my bank because I paid for a year of care and only received 3 months, but Hims & Hers refused my claim. Now, Im back at ****** taking the same dose of Zoloft and experiencing none of the side effects I experienced on Hers Zoloft. I believe this company is intentionally scamming people with mental health problems and providing low quality medication.

      Business Response

      Date: 07/20/2024

      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: 07/24/2024

       
      Complaint: 22014213

      I am rejecting this response because:
      They continue to tell falsehoods about their ability to issue refunds I checked with my bank about the claim that they are unable to process a refund after a dispute has been made, and the bank assured me they would still be able to process a refund. 

      Sincerely,

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

      Business Response

      Date: 07/26/2024

      Hello,
       
      We sincerely apologize for any misunderstanding here. 
       
      We understand there is a miscommunication about our ability to provide a refund after a dispute, and have reached out via email to provide clarification about our ability to refund at this point.  
       
      We can confirm, though, 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 messages we have sent to you.
       
      Sincerely,
      The Hims & Hers Team

    • Initial Complaint

      Date:07/19/2024

      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.
      On 7/18/24 I was charged 395 dollars by him&hers without knowing authorization of the charge and also without knowing that I would get no additional confirmation from a medical provider that was going to prescribe me this medication with minimal information initially. I submitted an inquiry July 18, 2024 to discontinue medication as I don't feel it is safe to prescribe medication that normally requires lab work. Within minutes, I was told I was qualified for the medication and I could speak with or be "given" healthcare provider once I gave my credit card information. The healthcare provider just told me I qualified for the medication, prescribed it within the next hour without giving me a chance to ask any questions to learn anything else. I had to do the research myself to ensure I would be safe. The business committed to making me feel safe about getting a medication and they made it seem as though I would have some say or be able to ask questions before fully being charged and shipped the medicine. I called before my order got to the shipping stage, unable to get a hold of customer service I waited on hold for over 20mins get a recording no customer service agents are available and to call back later I have called in the morning, afternoon and evening time and even the following day in the morning during business hours, I sent a email to have the order cancelled. The message I sent on the app that was supposed to link me with a provider I was ignored when I asked to cancel the charge and shipment before it shipped from their pharmacy. I don't know what my options are now. I also am unable to delete my account it just circles back to the same page, I do not want my information with this company.

      Business Response

      Date: 07/20/2024

      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: 07/20/2024

      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:07/18/2024

      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 signed up on July 7th and went through the process to be prescribed weight loss medication. I was approved and sent my medication Kit. I took the first dose and about 30 minutes later started to experience signs of an allergic reaction, swelling, hives, itching. I informed hers of the issue and was advised to stop taking the prescription and it was recommended that I seek in person treatment if I wanted to move forward with weight loss medication. I requested a return/refund since I cannot continue using the medication. I was advised that they are unable to refund me and offered me a discount if I was interested in trying something different, even though I was told to seek in person treatment moving forward. I believe it is reasonable to expect a return and refund under these circumstances.

      Business Response

      Date: 07/20/2024

      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

      Customer Answer

      Date: 07/20/2024

      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.

      Thank you.
    • Initial Complaint

      Date:07/18/2024

      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.
      When signing up for hims it has you talk to a medical provider. I spoke with them and was expecting to discuss options. They immediately filled the prescription that I did not want and charged me for 6 months. They do not have a phone number to contact. I emailed right away and then the next day got notified it shipped.

      Business Response

      Date: 07/19/2024

      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

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