ComplaintsforHims & Hers Inc.

Health and Medical Products

Additional Complaint Information

Customer Complaint:

BBB’s profile for Hims Inc. was created in January 2018. A review of the company file was done in October 2023. Complaints on file concern consumers being charged for medication and/or enrolled in a subscription after the questionnaire is submitted. Consumers are also stating that they are unable to receive a refund after their shipment is processed.

BBB encourages consumers to review Hims Inc. “Terms and Conditions,” specifically section "Subscription Products and Services" at https://www.forhims.com/terms-and-conditions and the business refund policy at https://support.hims.com/hc/en-us/articles/360031526911-what-is-your-refund-policy-

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Initial Complaint
04/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have serious concern about how quickly a treatment was prescribed and how quickly apparently my whole medical history, prescriptions, and concerns were reviewed (<5 minutes) without any direct contact or discussion with me by a provider. My credit card was immediately charged $177 for a 90 day treatment that still hasn't shipped since (and which I still have questions about based on my prior medical history and experiences). I reported the provider who approved this to the ******** of ******* but my broader concern is with how Hims and Hers are operating in the *********** space.
Business response
04/15/2024
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 will be reaching out to you shortly to resolve this matter as soon as possible.

The Hims & Hers Team

Customer response
04/15/2024
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
04/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 3/1/2024, I began treatment with Hims. As per the treatment plan, it was agreed that I would be shipped 10 doses of my prescribed medication every month for $80. Today, however, as I was reviewing recent transactions on my personal PayPal account, I noticed that $300 was withdrawn by Hims on 4/12/2024 (yesterday). Upon further investigation, and logging into my Hims account, I was able to see that the $300 was taken out of my account for a *******/150 day prescription. My complaint, is that I never authorized the change to a 5-month prescription, or the $220 additional amount that goes along with it. I'm requesting a refund for the unauthorized amount taken. I have included a screenshot of my message in the Hims app (3/25/2024) to the provider, verifying my original request for delivery on a monthly basis, of 10 doses per month, Not a delivery every 5 months of a 150-day prescription.
Business response
04/14/2024
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

Customer response
04/15/2024
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
04/12/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My original date of transaction was 07/10/2023. I wanted to try their trial offer, for which I paid 79$, and then cancelled their subscription. Which is a tricky page to get to, because it keeps routing you to random other pages. But I did successfully cancel on December, for which I got an email.All of a sudden on 04/11/2023, I got an email from them that my order is being processed for 195$! An order that I did not request or make.I tried reaching out to their customer service on the same date (04/11) that I got the email, but they did not respond back.I tried again on 04/12 in the AM, to cancel the subscription and this hefty priced order of 195$, but they said they cannot help me, since its already being processed.195$ is a big sum, and I got warning or request for approval from hims to activate my order or subscription, and yet they are charging me.This kind of money can throw some familys budget off.This feels like a scam and fraud to me.The date Im typing this 04/12/24, the order is still being processed and hasnt shipped. (They apparently still cannot cancel it).What a shame, Hims.
Business response
04/13/2024
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 response
04/13/2024

Complaint: 21567016

I appreciate Hims and hers reaching out to me to try and resolve this issue, but I am not satisfied with their response.
I am rejecting this response because:
I reached out to the business when the order was processing and the customer service could not cancel my order. I would return the order, or they can cancel it through the carrier (I checked, they can do it).

Sincerely,

*****************************
Business response
04/16/2024
Hello,

We sincerely apologize if you didn't find our resolution satisfactory, and wanted to reach out to do what we can to make things right.

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.

To help clarify, we aren't able to stop orders at the pharmacy once they have started due the logistics of this. We completely, understand you frustration though, and thank you for reaching out with your feedback about your experience.

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 response
04/16/2024
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 am absolutely amazed at the excellent level of customer satisfaction that they offered, and would probably do business with them in the future.
This is a big testament that Hims is a very responsible and professional company and they take the happiness and satisfaction of their customers seriously.
I am certain with the service and the level of commitment the company is putting in, they would be a very successful business.
Thank you Hims! I appreciate the kindness.
Sincerely,

*****************************
Initial Complaint
04/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 4/11/24 I took a survey/health assessment on Hers website to get recommended medication for anxiety. Before I could continue with the survey it requested my bank information and stated that I would not be charged right away. A little while later I got an automated message from a RN stating what would be recommended for me. Having been at work, I did not respond to the message right away. My account was instantly charged $234 without any confirmation from me that I wanted to receive this medication, had done research the medication and its side effects or have any follow up conversations with the RN regarding my potential concerns with this medication. Once I noticed the charge I reached out to the help center same day (4/11) for a refund and cancellation. Similarly to a lot of people on here, I was told that the medication was too far into the process to be cancelled, even though it was only a few hours. According to my app, the medication has not even been shipped yet. They did offer me a partial refund of $70.20 but it is clear to me that Hers business model is to ****** money from people as soon as they can. This is extremely disappointing for a reputable company. I had a friend go through the same process and was not instantly charged until she agreed with the RNs suggestion. After my first communication with the help center, I checked the BBBs website to see that they will do full refunds for customers that have had the same experiences I had. I reached back out to the help center after noticing this and asked them to advise on how they cannot give full refunds. And again, was met with poor customer service, not a lot of understanding and excuses. PLEASE do not give this company your money. Its extremely sad to have a company take advantage of people looking to better their mental health and find helpful suggestions on potential treatments.
Business response
04/12/2024
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 response
04/12/2024

Complaint: 21565289

I am rejecting this response because: I did not want this medication and was given no time to confirm my interest, communicate my concerns or approve the payment. I was automatically charged due to a policy that is not well communicated with customers, as shown through the multiple responses left on the BBB, who are all dealing with the same issue.

Sincerely,

*************************
Business response
04/16/2024
Hello,

We sincerely apologize if you didn't find our resolution satisfactory, and wanted to reach out to make things right here.

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.

Also, to help clarify, our system does not allow us to stop an order once it enters the queue. We completely understand the misunderstanding here, and are truly sorry for any frustration with this experience.

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 response
04/16/2024
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
04/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I began filling out a profile with this company to explore my options for telehealth but closed the browser window once it came to the page discussing payment and I couldn't find information about using health insurance. A few hours later, I got an email saying I was being charged $147 for medication that I never discussed with a physician, under a billing plan I never selected. I contacted customer service immediately (within an hour of receiving the bill) and was told that the order could not be changed or cancelled, and I couldn't be refunded.Absolute scam, completely unprofessional, and feels like a wildly unsafe way to be distributing medication.
Business response
04/11/2024
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
04/10/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On March 21st I clicked the button to cancel my subscription, this prompted a question asking why. As can be seen in the screenshot I attached, this reason was also sent to the provider. I held up my end of the procedure by letting them know I was cancelling due to headaches. They fraudulently billed me after this attempt to cancel the subscription and refuse to provide a refund. I am not required to respond to the provider, I am demanding a refund of the unauthorized charges and I want my account and payment information removed as I can not trust them with this information
Business response
04/12/2024
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 response
04/12/2024
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
04/10/2024
Complaint Type:
Product Issues
Status:
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.
Date of the transaction: February 15, 2024 and delivered on March 2nd.Amount: $195 Product: Spray on Hair loss treatment Nature of dispute: Sold me a known defective spray nozzle that has become unusable after a month of use.They only offer to replace the item, I would like a refund considering they sold this knowing about the problem before hand.Order number: wKgPQvSwZ8 Tracking number: **************************
Business response
04/11/2024
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
04/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Similar to the slew of these complaints, I wanted to continue with my concerns on here in hopes this business model is changed or the company shut down for its deceitful and greedy practices. I was in the process of weaning off my medication and had several tablets left which did not prompt me to cancel yet or delay shipment. I received an email one morning that my prescription was being filled not shipped. I started chatting with a representative right away to cancel the fill so it would not be shipped and I would not be billed. The representatives were useless as many others have stated. The chat would close after only 2-3 minutes of not responding and I would have to start the **************** again. Reporting there was nothing they could do to stop it from being shipped. I was already charged and would be forced to pay. Was only offered 50 dollars off. It was not even shipped yet but yet I could not cancel. There is no safe fail in place for these situations unlike any other pharmacy out there. I am still searching out a full refund for a product I no longer needed and requested cancel on. I am too hoping these repetitive complaints on the same issues brings light to the terrible business model that continues to hurt individuals.
Business response
04/12/2024
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 response
04/15/2024
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
04/09/2024
Complaint Type:
Product Issues
Status:
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.
I had been on a successful hair loss treatment regimen of 2 medications (one taken orally and one administered topically) for 3 years with success is slowing hair loss and even regrowing hair. After seeing several advertisements for Hims online prescription service providing a compounded topical combo of the 2 medications, I decided to give it a try.Filled out a survey, was assigned a physician, and automatically prescribed and charged for the first order of 2 spray bottles for $195.The 2 bottles arrived with no sign of damage to the packaging, however the spray function of both bottles did not work. Meaning the medication was not able to administered as prescribed by the Hims physician. I contacted my physician about the issue with no response and then the customer experience team. They informed me that damaged product does not qualify for a refund and offered to send a new order which I did not want.I have attempted several times to communicate my dissatisfaction with this resolution with the same response: After taking a look at your account, it appears our Customer Experience team is or has already assisted you with the defective bottles. The support team also assured my provider would advise me on how to handle the gap in treatment to avoid hair loss progression.This company offers medical care and prescription drug service but operates as a nutritional supplement company subverting stringent *** quality requirements for medical treatments.I simply wish to be done with this company and receive a full refund.
Business response
04/10/2024
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
04/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
on 4.8.24 I visited the Hers website. I filled out the questionnaire about my health concern. When asked to enter my banking information, there was a blurb that I would be charged "$0.00 today". I assumed that the Dr. would review my information and then I would receive an email about the medication. Via the app I received what appears to be an automatic response from the dr. advising what medication he would prescribe; I did not indicate that I wanted the prescription. An hour later my card on file was charged $195.00. I have sent emails requesting that I be refunded and have not heard back.
Business response
04/10/2024
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

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