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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/20/2023

  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.

  On 3/19/23 my bank account was charged after canceling my subscription.Just as everyone else has said when you contact them they will tell you there is no record of you canceling and you will not get your money back without filing a dispute with your bank. Very shady service that advertises itself as something that is too good to be true and convient. Just another sales scam with no real customer service.

  

  Business Response

  Date: 03/30/2023

  Hello *****, 

  We appreciate you taking the time to share your experience with us. We sincerely apologize for any misunderstanding. 

  After taking a deeper look into your account I can confirm you reached out on 3/20/2023 to cancel your order that had already been processed on 3/19/2023. Our sincerest apologies for any confusion or inconvenience, however, a cancellation must be requested at least 48 hours ahead of your scheduled refill date. 

  This is outlined in our terms and conditions, which you can learn more about here: **************************************************************

  Rest assured your subscription has been canceled, which means you will not be shipped or billed for any additional refills. If you have any other questions or concerns, feel free to get in touch with us at your leisure. Wishing you the best moving forward!
  
  

• Initial Complaint

  Date:03/18/2023

  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 requested that my account regarding a Wellbutrin prescription be cancelled in early February via their automated account dashboard. I received notification that my order shipped on March 15. I contacted the company and was told that they had never received my request and that they would look into cancelling my account but that I would not be refunded for the unwanted medication shipment. This charge was unauthorized. I see from reviewing other complaints that this practice is common for this company.

  

  Business Response

  Date: 03/27/2023

  Hello *******, 

  Thank you for taking the time to share your experience with us! 

  First, wed like to sincerely apologize for any confusion regarding your subscription. Were happy to clarify. Upon taking a look at your account, we see that you submitted a request on 01/29/2023 to reschedule/snooze your next refill to process on 03/16/2023. Since snoozing an order and canceling a subscription are separate processes, your subscription was not canceled at that time. We apologize for the misunderstanding. 

  If you would like to cancel your subscription and stop all future refills, we do ask that you let us know at least 48 hours prior to the next refill date so that we can take care of your request appropriately. While we are not able to offer you a refund for your refill, we can assure you that your subscription is canceled. Unless you choose to make another purchase or reactivate, no further charges or shipments will occur. Were sorry to see you go!

  
  We know this isn't what you wanted to hear from us today, and we sincerely apologize for any inconvenience. We hope that this information adds some clarity. We wish you all the best moving forward. 

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19618088
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************************************

• Initial Complaint

  Date:03/18/2023

  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.

  Tried the product but wasn't working for me. I'm SURE I cancelled my order but I never got a confirmation and suddenly I got charged again after NOT being charged last month and now I noticed another charge. Went looking to find the "cancel subscription" function again in the App but there is none (this time?) and Instructions in the Help section of the App are JUST PLAIN WRONG (deceptively?). The app is DOES NOT have a "cancel subscription" function where the instructions says it's supposed to be. How is that legal?!?!Now, I'm having to waste more time pursuing this cancellation even though I followed the companies instructions ONCE BEFORE...I repeat...how is this legal?!?!

  

  Business Response

  Date: 03/27/2023

  Hello ******, 

  We appreciate you taking the time to share your experience with us. Please accept our sincerest apologies for your experience in attempting to cancel your subscription.

  Upon further review, we can confirm you have not received an order since 1/23/2023. We are also happy to inform you that your recent order attempting to process on 03/18/2023  was successfully canceled and has been fully refunded as requested. Our Customer Experience team has followed up with you via our secure messaging portal regarding your refund. Rest assured that your subscription is also canceled. Unless you choose to make another purchase or reactivate, no further charges or shipments will occur.

  If you have any other questions or concerns about this situation, feel free to follow up with us via email ************************************* at your convenience. We wish you all the best moving forward. 
  

  Customer Answer

  Date: 03/28/2023

  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:03/17/2023

  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 received an email from hims on Feb 16 stating that a charge had been made per my account subscription. I have attempted to cancel this subscription multiple times now. Whenever I put through the subscription cancellation request (not a pause) I get notified that this has been actioned and again, I continue to have a subscription. I have attempted to email customer service, to which I received a response saying no cancellation request has been received and they have mow cancelled. This isnt good enough. I cancelled the subscription for a reason. I want a refund

  Customer Answer

  Date: 02/22/2023

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

  

  Business Response

  Date: 03/17/2023

  See note.

  

  Business Response

  Date: 03/27/2023

  Hello *******,
  Thank you for taking the time to share your experience with us!
  First, wed like to sincerely apologize for any confusion regarding your subscription. Were happy to clarify for you. 
  Upon taking a look at your account, we see that you reached out on 01/06/2023 requesting cancellation of your subscription. In doing so, you were sent a response to self-cancel through the provided link. We can confirm that you rescheduled/snoozed your next refill to process on 02/15/2023. Since snoozing an order and canceling a subscription are separate processes, your subscription was not canceled at that time. We apologize for the misunderstanding. 
  While we are not able to offer you a refund for your refill, we can assure you that your subscription is canceled. Unless you choose to make another purchase or reactivate, no further charges or shipments will occur. Were sorry to see you go!
  We know this isn't what you wanted to hear from us today, and we sincerely apologize for any inconvenience. We hope that this information adds some clarity. We wish you all the best moving forward.
  

• Initial Complaint

  Date:03/17/2023

  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 charged 123 dollars for a 3 month order of Wellbutrin a couple days ago when it was supposed to be a one month subscription for Lexapro. I can't use that and this is started to seem like it was a waste of my time and finances. I will be canceling immediately if you're only going to give me a medication I can't even use. Please fix this so I can continue using this service.

  

  Business Response

  Date: 03/23/2023

  Hello *********,

  
  Thanks for sharing your experience with us! We are terribly sorry for the confusion. Upon reviewing your account, it looks like everything has been resolved for you, our apologies for the misunderstanding. Were happy that youll be continuing with Hers!
  
  Youre always welcome to connect with our customer experience team via chat, email, our secure messaging portal, or by phone at ***************, from 5am-8pm PST. Again, my sincerest apologies for any inconvenience and we wish you all the best going forward. 
  

  
  

• Initial Complaint

  Date:03/15/2023

  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 was charged $120 on March 11th by Hims/Hers company. They gave no notification that my subscription was renewing and did not send a receipt that I was charged, only a notification on March 13th that the item had shipping. I had the wrong card on file, and since the item had already shipped they would not refund and rebill to the correct card. They also will not give an itemized receipt for my purchase so that I can properly expense this transaction. I want an itemized receipt and my credit card information removed from my profile to prevent future charges, because they will not remove my information without replacing it with another payment method.

  

  Business Response

  Date: 03/23/2023

  Hello ******,

  Thanks for sharing your experience with us! We are terribly sorry to hear you received an unexpected refill. Our apologies for any confusion, we are a subscription-based service that ensures your prescription refills consistently and on time. This was outlined during checkout as well as when you were prescribed. We also state on the final page of the checkout process that if prescribed, it will be a subscription. 
  
  We do not offer itemized receipts as we do not currently work with insurance, we apologize for any inconvenience. We can assure you that your payment information was removed from our platform. 
  
  
  To understand how we collect, use, and share your personal information, and/or to make a privacy request related to your personally identifiable information (PII), visit ******************************************************. Click "Make a Privacy Request" and you'll be taken through various steps to submit your request from there.
  
  We can assure you that your subscription has been canceled, and no further charges will occur. Youre always welcome to connect with our customer experience team via chat, email, secure messaging portal, or phone at ***************, from 5am-8pm PST. Again, my sincerest apologies for any inconvenience and we wish you all the best going forward.  

  
  

• Initial Complaint

  Date:03/10/2023

  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 recently purchased ED ********** from Hims. Turns out, the Medication is fake. I wasted $172 on nothing! The prescribing doctor even said this.

  

  Business Response

  Date: 03/20/2023

  Hello *****,

  
  We appreciate you taking the time to share your experience with us. Were terribly sorry to hear about the treatment not being a good fit for you. Weve reviewed your account and communication with our provider. They told you the medication was a generic brand that contains the same active ingredient as a branded medication. We would never distribute fake medication.

  
  We can assure you that your subscription has been canceled, and no further charges will occur. Youre always welcome to connect with our customer experience team via chat, email, secure messaging portal, or phone at ***************, from 5am-8pm PST. Again, my sincerest apologies for any inconvenience and we wish you all the best going forward. 
  

  
  

• Initial Complaint

  Date:03/10/2023

  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.

  Last night I started a subscription for hers. I was advertised this would be $25 for the first month. After visiting my account page on the website I saw that the charge would actually be $85. I also have no option to cancel. I am no longer interested in this service, it is more stress than it's worth, but I am not given an option to cancel at this time.

  

  Business Response

  Date: 03/20/2023

  Hello ******,

  
  Thanks for sharing your experience with us! Were terribly sorry for any confusion, the first month is $25, and $85 per month going forward. We see that your first charge was for $25. Our support team has responded to your request to cancel on 3/16/23, we can assure you that your subscription has been canceled and no further charges will occur. 

  
  Youre always welcome to connect with our customer experience team via chat, email, secure messaging portal, or phone at ***************, from 5am-8pm PST. Again, my sincerest apologies for any inconvenience and we wish you all the best going forward. 
  

  
  

• Initial Complaint

  Date:03/09/2023

  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 purchased this product on 2-10-2023 order# XI9om7vYUg4 for a Generic ****** from forhims.com. I got my order and took 1 pill. After about an hour i started to not feel right. My body got hot and flushed and I got nauseous and it didn't work. I canceled my subscription and asked for a refund due to it making me hot and flushed and nauseous and I was told that it doesn't qualify for a refund. I just want my money back from them.

  

  Business Response

  Date: 03/16/2023

  Hi ****,

  
  We appreciate you taking the time to share your experience with us. Were terribly sorry to hear about the symptoms you experienced. The symptoms youve listed are commonly known symptoms of this medication, and again our sincerest apologies for any discomfort. 

  
  Were unable to accept returns due to the nature of our products, as they cannot be redistributed due to our safety protocol. We appreciate your understanding. We do offer several treatment plans if youd like to discuss something else with a licensed provider. 
  
  
  We are more than happy to work with you to find a more suitable treatment for you. Youre always welcome to connect with our customer experience team via chat, email, secure messaging portal, or phone at ***************, from 5am-8pm PST. We wish you all the best!
  

  
  

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19563157
  
  I am rejecting this response because:
  I want a refund. You don't have to redistribute them to anyone. They can be destroyed. Just give me the refund. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/09/2023

  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 originally ordered I was told only 3 shipments were required. After my third shipment, my status said that I needed to re apply for a new subscription. I no longer needed the medication so I did not reapply. I then received another shipment in December and I made sure to take note that it said that prescription had expired. I have now been charged again for medication and they have now shipped it to me. When I called Hims/Hers the person helping me (*****) said that my prescription was not valid and I should have not been charged, but it was too much for her to issue a refund. She took it to her bosses, and they said the prescription was valid. I want my money back, and them to never charge me again.

  

  Business Response

  Date: 03/16/2023

  Hi *****,

  
  Thank you for taking the time to share your experience. We apologize for any confusion and were happy to clarify what happened. Upon taking a look at your account, you submitted a check-in visit on 3/25/22 and your provider updated your prescription at that time for additional refills. 

  
  The good news is that you were fully refunded for your purchase on 3/8/23, please see your account for more details regarding your refund. We can assure you that your subscription has been canceled, and no further charges will occur. 

  
  Youre always welcome to connect with our customer experience team via chat, email, secure messaging portal, or phone at ***************, from 5am-8pm PST. Again, my sincerest apologies for any inconvenience and we wish you all the best going forward.