Complaints

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

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  Hims & Hers Inc.

  2269 Chestnut St # 523 San Francisco, CA 94123-2600

  
• 

  Hims & Hers Health, Inc.

  9750 Innovation Campus Way New Albany, OH 43054

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:04/05/2024

  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.

  april 5 2024, $195, order was re-shipped with zero heads up. i contacted customer support *before the order has shipped*, (during preparing order phase), and they could not stop the shipment, and issue a refund.they asked me to cancel 48 hours before the item re ships, but did not provide a 48 hour heads up that the order was about to ship.screenshot, as of this filing, still says preparing to ship!

  

  Business Response

  Date: 04/06/2024

  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 will be reaching out to you shortly. 
  The Hims & Hers Team
  
  

  Customer Answer

  Date: 04/06/2024

   
  Complaint: 21537622
  
  I am rejecting this response because: you said "We'll do everything we can to resolve your issue right away and will be reaching out to you shortly. "

  However you have decided to only refund 50%, saying you "can't" offer a full refund.

  As of today, Hims is worth 3.11 billion dollars. You can refund me the full amount, but are choosing not to.

  A satisfactory resolution to shipping me an unwanted subscription with no notice, after I have cancelled it, and before it has shipped, is a 100% refund.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 04/10/2024

  Hello,
  
  We sincerely apologize if you didn't find our resolution satisfactory. 
  
  Your 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.
  
  To help clarify, we offer our prescription medications through auto-bill subscriptions to ensure that you receive your refills on a consistent basis. 
  
  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: 04/10/2024

  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:04/04/2024

  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.

  I placed an order months ago from Hims for a hair care product and unknowingly apparently signed up for a subscription model. The product has not worked well at all for me and today 4/4/2024 I received an alert from my AMEX card that a $195 charge was processed from an online retailer. I checked my account and see a pending charge for HIMS. At that point I immediately called and requested for the order to cancelled. Remember, the charge is still pending, the order has not been prepared for shipping, and I called within a very short window after payment was pushed through. The most frustrating thing about this business practice is not the subscription model. These are common and I'm sure it's a good way to get free money out of people that don't recognize what they are signing up for. My frustration lies in two other areas which I feel are poor business practices. #1 there are no communications whatsoever that they are going to process and order, that your renewal is approaching, etc. They have a 48 hour window before an order processes that you can call before but there is not a single update/warning/email/text/anything that this order is coming. As you can see by all the other complaints of similar nature on here, they are hoping you simply don't notice and get charged the renewal cost.#2 after the order is processed they say they will send disposal instructions but cannot cancel or refund your order. I find this very strange given the fact that the order has not even been processed yet. They say you can't return the item, yet the item is not even in my possession and they still have it at their facility. So they would rather move forward with shipping it to me in a few days, only for me to dispose of it and they end up with my $195. Not a great long term business practice. I'd like a full refund or for my order to be cancelled prior to them shipping it to me.

  

  Business Response

  Date: 04/05/2024

  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 will be reaching out to you shortly. 
  The Hims & Hers Team
  
  

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21533315
  
  I am rejecting this response because:
  

  There are no good reasons why I should be charged for this item that still has yet to even leave their facility. Attached is the screenshot from today 4.5.24 at 9:**** Eastern, over a full day since I called and asked for my order to not be fulfilled. 

  I cant be forced to buy a product that I dont want, does not work, and is still in their possession .

  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 04/10/2024

  Hello,
  
  We offer our apologies if you didn't find our resolution to your complaint satisfactory. 
  
  Your order has now 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.
  
  To help clarify, we are unable to cancel your order because it has already begun processing. We do deeply apologize for the frustration this has caused. 
  
  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: 04/11/2024

  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:04/04/2024

  Type:Delivery 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 charged for a subscription I had tried to cancel previously. After 9 months without any orders, a new order was placed on my behalf and charged to my card with no notification. I was only notified of the order after it had already shipped, not when it was placed or approved on their end. Because of the timing of when they send the notification email, it is already past the window in which I could cancel the order. Within minutes of receiving the email I contacted to cancel, and they said there is nothing they can do and had already charged my card with no option for a refund.

  

  Business Response

  Date: 04/05/2024

  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: 04/05/2024

   
  Complaint: 21532544
  
  I am rejecting this response because:

  I did not want this medication, I find it inappropriate that you would ship a medication to a patient with no contact between your company and mysefl within the last 6 months of any kind, and you did not notify me of the status of this order until it was too late for me to cancel or stop the shipment. Your customer service reps said they understand my frustration, but offered no solution beyond me having to pay fully for this medication that I again...do not want and will not take. I am not looking for understanding. I just want a refund for a medication I did not want and did not know was being ordered on my behalf and charged to my debit card based on a tick box authorization 6 months ago.

  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/05/2024

  Hello,
  
  We sincerely apologize if you didn't find our resolution satisfactory. 
  
  Your 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.
  
  To help add clarity, we offer our prescription medications through auto-bill subscriptions to ensure that you receive your refills on a consistent basis. 
  
  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: 04/05/2024

  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. I was offered a refund in full.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/04/2024

  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 service for weight loss and I was under the impression the service would only be $79 a month and can cancel anytime. After I signed up then I realized they were going to charge me $395 up front, so I canceled right away. The company went ahead and processed my order and shipped after I canceled. I have not received the package yet and they are telling me I can not return the products, even though i dont plan on opening it. I understand it's medicine, but with other companies as long as you don't open the package you can return it and get a refund. I believe this is bad business practices. Just trying to scam people by not be totally up front of the total cost and be charged right away.

  

  Business Response

  Date: 04/05/2024

  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 will be reaching out to you shortly. 
  The Hims & Hers Team
  

• Initial Complaint

  Date:04/04/2024

  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 was prescribed medication for weight loss. The medication that prescribed to me was Naltrexone IR, Topiramate IR + B12 and Bupropion XL. These medications made me incredibly sick to the point where I was vomiting for days and could not get out of bed. Needless to say I stopped taking the medication.I had signed up for a three month supply. Beware this company automatically renews your subscription and automatically charges you again every three months. I have reached out to the company on numerous occasions and only just heard back finally today. I was told I was too late to receive cancellation and will not be credited back for the second charge that they just debited from my account. I am more than happy to pay the initial charge of $297.00 but I did not order this second subscription not have I even opened the package. I feel that this company purposely makes it extremely difficult to cancel subscriptions in order to continuously charge their customers.

  

  Business Response

  Date: 04/04/2024

  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:04/02/2024

  Type:Delivery 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.

  Hers charged $195 without proper follow up and untimely answers to questions posed to the physicians.On 3/27/2024 at 11:26pm, I submitted an intake form and received an automatic message from the 1st doctor stating a physician will review.Within the intake form, I supplied multiple questions asking which treatment will be more effective and side effects of oral versus topical, as well if there are any interactions with medications Ive listed.I received a response from a 2nd doctor 3/27/2024 at 11:**** that ***** address all my questions asked initially in the intake form.I asked the same questions that were ignored initially on 3/28 at 6:48pm. A 3rd doctor responded on 3/29 at 12:50am, and immediately processed the order at 12:51am which resulted in my account being charged $195. I immediately sent an email 3/30 at 4:16pm advising I had further questions and was not ready for the order to be submitted and requested a refund. I was replied to with an automated response that did not acknowledge that I was requesting for a refund, so I sent another message 3/31 at 4:****. The next response was received on 4/2 at 12:10pm stating the order cannot be canceled/refunded because the order had been processed.I called 4/2 at 1:38pm and was told they can not offer a refund because the order was submitted to the pharmacy. Meanwhile, within the app, the order is only showing as Reviewed and not Shipped.I explained twice over the phone that I was in the middle of asking questions about treatments and the intake form was pushed immediately without my approval and the doctor ***** acknowledge my question if there would be any adverse interactions with medications I listed. After the call being escalated to a supervisor, she advised all she can do is offer a $50 refund.The intake system is severely flawed and there is no personal care or follow up from professional doctors. I am being forced to pay $195 for a medication Im not even sure is safe for me to take.

  

  Business Response

  Date: 04/03/2024

  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 will be reaching out to you shortly. 
  The Hims & Hers Team
  
  

  Customer Answer

  Date: 04/03/2024

  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:04/02/2024

  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.

  This company is nearly impossible to cancel one's subscription. I spent more than half an hour back in December 2023 trying to locate a cancel option. It couldn't be found. Under the *** it said to click on the prescription and a choice would be provided to cancel. It didn't. The best I could do was extend the date for next refill to three months later. I went back into system three months later (set reminder) so didn't see CANCEL option although I only did a quick cursory search. Well, next thing I know I am being billed for a refill. And now, magically, the option appears to talk to someone and an option to cancel additional refills. I am concerned this company purposely makes it incredibly difficult to cancel. I am not accepting delivery of my refill and would like a refund of the remaining $45 not refunded by customer service. Read their other complaints. 3/4 of them are about this very issue. They really need to stop concealing the possibility to cancel.

  

  Business Response

  Date: 04/03/2024

  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:04/02/2024

  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.

  In March of 2024 I ordered a script of Sildenafil Citrate 80mg (qty 40 pills) at $80. I made sure during a phone call that I asked not to have money automatically taken out of my account. I advised that I'm on a limited income and I do not order these pills often enough for automatic deductions.Hims not only sent the incorrect dosage but also deducted a payment in the preceding month even though I asked them not to. I would like the $100 unauthorized payment returned to my account.

  

  Business Response

  Date: 04/03/2024

  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 will be reaching out to you shortly. 
  The Hims & Hers Team
  
  

• Initial Complaint

  Date:04/02/2024

  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.

  Buyer Beware of Hers - Unscrupulous!I completed a survey with Hers regarding hair loss and "before I knew it"I was approved by a "physician" and asked for my card # to pay the $195!. A few hours later I had common sense return and immediately contacted customer support. My subscription was cancelled and when I asked when I would receive my refund, I was told I'd only receive $97 of the $195 | paid! I cannot believe a reputable company would refuse to refund my full amount a few hours later. At that point, there would have been "no harm, no foul" but instead they took the low road of an unscrupulous shister and created harm and foul. Bad business......and if their product was any good, they wouldn't have to wrongly keep a customer's money. Worse yet, they are not responding to my emails for an explanation of this "business practice"! Buyer beware!

  

  Business Response

  Date: 04/03/2024

  Hi,

  Thank you for providing your honest feedback, and were so sorry for any inconvenience you experienced.

  We will be reaching out to you shortly to resolve this matter as soon as possible.
  
  The Hims & Hers Team

  
  

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21520422
  
  I am rejecting this response because: considering this companys customer DI-SERVICE and business malpractice, they lack any credibility I might extend. The proof is always in the pudding ..and until that proof of integrity is shown in follow through, my complaint stands.  
  
  ****************************************************

  

  Business Response

  Date: 04/05/2024

  Hello,
  
  We sincerely apologize if you didn't find our resolution satisfactory and had trouble canceling your order. 
  
  Your 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.
  
  The Hims & Hers Team

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21520422
  
  I am rejecting this response because: as stated in my last response, the proof of an actual refund back into my bank account is necessary first. Frankly, though there is little this company can do to undo my negative opinion of their greedy business practice. 
  
  ****************************************************

• Initial Complaint

  Date:04/02/2024

  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 have asked several times that they delete my personal information with no response. They somehow have a new credit card number that I did not give them.

  

  Business Response

  Date: 04/03/2024

  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: 04/03/2024

   
  Complaint: 21519748
  
  I am rejecting this response because: the company Hims refuses to delete my private information. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/05/2024

  Hello,
  
  We sincerely apologize if you didn't find our resolution satisfactory and that you have experienced trouble with your request. 
  
  We see that you had requested deletion as part of a privacy deletion request therefore your account is effectively closed and cannot be referenced. If you have questions about deletion, please email ************************************* or reference the hims & hers ************** (***************************************************) for more information.
  
  Please let us know if there is anything else we can do to help you resolve this or answer any other questions by responding to the email we have sent.
  
  The Hims & Hers Team