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:03/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Charged twice for an order I never received . I contacted support and they stated changed my shipping frequency to once a month and would not refund me. I have two $79 charges and support only gives me information about my order, they will not acknowledge a refund. First order I was charged and then it didn't ship for 3weeks. I'm still waiting on my order. I also see that I cannot return the items once shipped. They are stalling in me so my order will ship. This is illegal

  

  Business Response

  Date: 03/02/2024

  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:02/29/2024

  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'd purchased a product from Hims in June of 2023. When received, I used it for about 1.5 months before deciding to discontinue. Check-in emails were received over the next several months, prompting me to suspend my subscription in November of 2023. The very next email I received was a order confirmation on February 28th at 5:00 PM -- I immediately dropped what I was doing and reached out to Hims to have them cancel the order. I wasn't using the product, in fact, I'd thrown most of my first order away. Hims customer service (online chat) quickly canceled the subscription before confirming they could not cancel the order once processed. As soon as the shipping label is created, the order is set and non-refundable. Hims then offered a partial refund of 75 dollars as a courtesy. Had Hims notified me of the upcoming order, I would have promptly canceled at that time. But I was notified after the fact with zero options to return this unwanted product.

  

  Business Response

  Date: 03/01/2024

  Hi,
  Thank you for providing your honest feedback, and Im 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: 03/03/2024

  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:02/29/2024

  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.

  The complaint is for Hims, Inc.The asked me to subscribe to a product / pill which seems to be completely FAKE. The pill had no impact what so ever. I did request a consultation with a medical professional who also did not help, Then I asked for a refund but was denied.

  

  Business Response

  Date: 03/01/2024

  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: 03/01/2024

   
  Complaint: 21367540
  
  I am rejecting this response because: they are giving me 25% discount for additional purchase and DO NOT want to honor what went wrong with my past purchases. I have already spend $128 - seems like on a fake product and should be entitled to received a refund on past purchase vs asking me to buy new pills. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/01/2024

  Hello,
  
  We sincerely apologize if you didn't find our resolution satisfactory. 
  
  Your order was able to be canceled and refunded. Refunds generally take 5-10 business days to process, depending on your bank. 
  
  Please let us know if there is anything else we can do to help you resolve this or answer any other questions by reaching out to our support team. 
  
  Sincerely,
  The Hims & Hers Team
  
  

• Initial Complaint

  Date:02/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have encountered an extremely disappointing situation with HIM's. Despite purchasing a product, it was sent to an incorrect address, even though I had updated my address details with your team. After acknowledging the error, a replacement was promised, but only under unreasonable conditions such as submitting personal health data and engaging in lengthy, unproductive discussions with various customer service representatives over several months.To my dismay, after persistent attempts to resolve this matter, I discovered that my account and access to messaging services were blocked, effectively cutting off any direct communication with your company.As a former respectful and persistent customer, I find the decision to block me instead of resolving the issue unacceptable. I am contemplating legal action but for now, I am voicing my frustration with what I perceive as extremely poor customer service.

  

  Business Response

  Date: 03/02/2024

  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
  

  

  Business Response

  Date: 03/02/2024

  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:02/28/2024

  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 contacted the company 2/25 to find help for my mental health issues. Upon taking a quiz on the Hers app, it informed me I was serverly depressed and have severe anxiety. Treatment was to be Lexapro and a doctor would check up on me in 3 weeks. Then another doctor said 4 weeks. Then when I reached out 2/28 to find out if my medicine was shipping, because the medicine was approved Monday 2/26 at 7pm, I received a message saying that my consultation was complete and customer service was now there to help me. This entire platform is based on the ability to reach out to the doctor when needed to talk about your medicine. Not only is this not the case, but it isn't even the same person and they don't give the same answers. How can this be safe for people attempting to start mental health medication? I requested a cancellation which they were happy enough to do, but would not honor a refund even though the medicine has not shipped. They keep telling me I needed to reach out two days prior to shopping which is impossible as this all started just 3 days ago. This company is for sure in it to lock in mentally ill individuals into subscriptions that cost a lot for minimal service.

  

  Business Response

  Date: 02/29/2024

  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:02/27/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on February 20, 2024. My credit card was charged for the order on February 22nd. Today is the 27th, and I still dont have the medication that I ordered.On February 25th, I contacted customer service via chat because there was supposed to be a 2 to 5 day processing period, and the 25th was the fifth day. All I was given was an excuse about a technical issue at a shipping facility that they said had since been resolved. If that was true, why does their website still show that my order hasnt shipped, yet two to three days after the technical issue?This is my first time dealing with them. I wondered if this was an isolated incident, or if there was a pattern, so I thought to look on the BBB site. I just want the product I ordered.

  

  Business Response

  Date: 02/28/2024

  Hi,
  Thank you for providing your honest feedback, and Im 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:02/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction 02/27/2024 Bank account charged for an order. I didn't need the order, so I called to cancel. Was told it was already processed and sent to the pharmacy. So I called the pharmacy. Was told it was already being filled ar the pharmacy. I said "I'm talking to the pharmacy". At which point I was hung up on. Called back. Same thing again.

  

  Business Response

  Date: 02/28/2024

  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:02/26/2024

  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.

  My issue is like a majority of the complaints on here. I too have had this company debit money from my account without my permission claiming I had signed up for a year membership proceed to charge me $420.00 and then proceeded to hang up on me multiple times refusing to resolve the matter or issue a refund. I asked multiple times for the membership to be cancelled and a refund to be issued and they refused, claiming they can not do that. They note it is against their policy to refund customers. I had to call multiple times and I have seen no resolution and I am beyond furious. They also laughed when I told them this complaint would be filed and they noted that Better Business Bureau can not do anything to them. Very unprofessional.

  

  Business Response

  Date: 02/27/2024

  Hello,
  
  We sincerely apologize if you didn't find our resolution satisfactory. 
  
  At this time, were unable to cancel your order because it has already been processed. According to our records, you had requested a yearly subscription. 
  
  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

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21351662
  
  I am rejecting this response because: they continue to refuse to provide resolution.  Again, I did not sign up for a yearly subscription.  I will be filing a fraud charge with the bank.  Since this company is not willing to provide resolution.  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/04/2024

  Hello,
  
  We are truly sorry for the continued frustration here. 
  
  We have gone through again to double check, and we see that you did select the yearly subscription upon placing an order with Hims. 
  
  We have ensured that your subscription is cancelled, and that you will not be charged again moving forward. 
  
  Please let us know if you have any questions, and we will be more than happy to assist you with anything. 
  
  Sincerely,
  The Hims & Hers Team

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21351662
  
  I am rejecting this response because: while it addresses the cancellation of the subscription it still does not address the concern over the refund. As this business still wishes to ignore this part of the conversation. This complaint number has been provided to my bank and fraud has been declared on this transaction. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/26/2024

  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.

  Wasted my time. Didnt help me at all. Made an appointment with me two weeks after I contacted them. I was there, and the doctor never showed up. Then they tell me to reschedule, but they have no appointments available. Horrible experience. Horrible customer service. They should pay me for wasting my time.

  

  Business Response

  Date: 02/27/2024

  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: 02/27/2024

   
  Complaint: 21349461
  
  I am rejecting this response because:

  They have trained customer service people who deflect and act as if they are going to do something about the problem.  They have NO intention of actually trying to help me or solve the problems that created my issue.  They overbooked their doctor. ******** didnt show up for my appointment, so they sent me a message telling me to reschedule.  Then, when I tried to check their appointment schedule to do so, they had no appointments available.  This was after putting me off for two weeks when I contacted them originally.  They are clearly understaffed and pretending that everything is going fine.  They are a WASTE of TIME and money!  Other people who suffer like me need to know how they run their business so that they can choose a better option.  Hims is NOT a good option!  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/02/2024

  Hi there, 
  
  We wanted to follow up because I understand you're dissatisfied with our resolution to your complaint.  

  In order to select a new time slot, please go to "Account" > "My appointments" and click "Reschedule." Should there not be any available appointment slots, please check back daily to see when there is new availability as we do not have access to these details.

  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:02/26/2024

  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.

  They renewed my subscription telling me I never cancelled it when I did. The product made me sick and hospitalized me, I do not want it, it didnt even ship yet and they are refusing to refund me. SCAM

  

  Business Response

  Date: 02/26/2024

  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