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:03/09/2023

  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 purchased the Hims "Minoxidil and Finasteride Spray" at price of $150 for a three month supply on 1/29/23 (Order# TYZvcq6beQU) through www.HIMS.com. I used the medicine as prescribed for over a month, but it made my scalp very itchy and created lots of large dandruff flakes daily. Also, the spray made my hair greasy and my scalp look shiny. I contacted customer service twice and they told me there was nothing they can do to assist me in getting any kind of a refund. Their website clearly states that "if you are unhappy with the product or did not receive what you expected, please contact us". When I did contact them, they only offered to sell me another overpriced treatment, even through they did not properly convey the potential side effects the first time. I thought it was odd they on offered a 3 month supply for $150 instead of a monthly supply for $50. Minoxidil and Finersteride in the pill form are offered in monthly increments. It seems they are aware of the side effects and are trying to collect as much money upfront before a customer discovers what I have. Buyers beware.

  

  Business Response

  Date: 03/16/2023

  Hello *******,

  
  We appreciate you taking the time to share your experience with us. Were terribly sorry to hear about the symptoms you experienced. 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. 
  
  Our apologies for any confusion but our Topical Finasteride & Minoxidil Spray is sold in a three-month supply only, there is not a monthly option for this treatment, as it is packaged as a three-month supply. We let our patients know this prior to submitting a prescription, again our apologies for any miscommunication. 
  
  
  Additionally, in your prescribing message from the provider, theyve included a link and a message to please make sure to read the link below to familiarize yourself with the benefits and risks and other information before taking this medicine. We apologize if you missed this.
  
  
  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:03/08/2023

  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 looked into this businesses products, but when their doctor sent me the information about the prescription and that it was not *** approved for safety I informed the doctor to not fulfill the prescription. He acknowledged my request. I subsequently contacted Hims via their contact portal and via chat and was told they fulfilled the order anyhow and refused any attempt to cancel the order and also refused to refund my purchase. They also refused to give out any contact info beyond customer service. I am seeking a full refund of my purchase price.

  

  Business Response

  Date: 03/14/2023

  Hello *****,

  
  Thank you for taking the time to share your concerns. Were terribly sorry for the trouble you experienced. 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.   
  

  
  

• Initial Complaint

  Date:03/08/2023

  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.

  This company is the most shady subscription service I have used. I requested my refills to be pushed out to July, but they are telling me I had one scheduled for 03.06.23. I pulled the tracking and the package is still at their warehouse. When I told them this and said that I was in no need of this refill, they still wouldn't pull the order back, and won't allow a return on an unused package. They did not notify me that they were in process of charging my credit card, so I had no idea this was shipping. Their chat service told me that they keep their app up to date so they don't tell customers they are sending a refill. Now I am out 150 dollars because the bottle will expire before I need it. If they would have corrected the issue I would have remained a subscriber, but they would rather lose a customer than cancel a refill that was not asked for nor needed.

  

  Business Response

  Date: 03/14/2023

  Hello *******,

  
  Thanks for sharing your experience with us! We're terribly sorry to hear you received an unexpected refill. We are a subscription-based service that ensures your prescription refills consistently and on time. Since you opted for quarterly shipments during checkout, your refills were set to be automatically billed and shipped every three months. 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. 

  
  Since this process is automatic to ensure timely refills, we do need to know ahead of time if you'd like to cancel an order. We ask that our customers send us a clear request at least 48 hours before their next refill process date. Once the order has begun processing in the pharmacy, were unable to cancel it. Again, my sincerest apologies for any inconvenience.

  
  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.
  

  
  

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19557573
  
  I am rejecting this response because:

   

  I received notice that my subscription was ready so I pushed the date out to July. You still sent it. I've emailed your supplier, ******** to try and stop the shipment but it was already sent. They said that I could refuse the shipment and it would make its way back to them which I am doing.

   

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

• Initial Complaint

  Date:03/02/2023

  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 created an order with them on Dec 8, 2022, then received the medication and decided that it was not the right fit and didn't want to continue my prescription. So I canceled. However, to my surprise, I was charged and reshipped the medication again? When I contacted support I was told that I never canceled and my account was still active even though I had 100% definitely canceled. So I proceeded to request a refund since I literally hadn't even received the item yet and was told that there is absolutely nothing they can do. All they kept doing was copying and repasting the refund policy which I can clearly see for myself. Terrible customer service and overall bad experience. Not happy

  

  Business Response

  Date: 03/07/2023

  Hello *******, 

  
  We would like to begin by apologizing for any confusion or frustration caused by this situation.

  
  Upon looking further into your account, we can confirm that we did not receive any request to cancel. Our records indicate that rather than canceling, on 12/13/22 you adjusted your subscriptions refill date to 2/28/23, hence the new order processing. Once this adjustment was made, we did not receive any further communication from you so we were unable to stop that order from processing. We do ask that our customers send us a clear request at least 48 hours prior to their next refill process date.

  
  While this is not the experience that we wish for our customers to have, we assure you that your subscription has been canceled and you wont be charged for any additional refills. Thank you for taking the time to surface your concerns and once again we are very sorry for your experience. 
  

  
  

• Initial Complaint

  Date:02/28/2023

  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.

  On 2/25, I went to the HERs website because I was curious as to how it works and what the pricing is. I filled out all of my information and got to a page where I am asked to pick a plan. I felt the options presented were outside of my budget, so I did not move forward. I never picked any of the plans, and I never reached any kind of page to confirm any kind of order. Not long thereafter, I received an email an email at 12:15pm on 2/25 stating that my intake form had been received. Went back to their website to look at whatever profile I had filled out, because I was afraid I had somehow defaulted into a plan even though I never picked one. I eventually figured out how to cancel, so I did. I received an email at 8am on 2/26 confirming my subscription had been cancelled. Today, 2/28, I received an email stating that "my order has shipped" and saw they charged $25 from my bank account. I called them up, and they basically said there was nothing they could do. First the representative I spoke with said orders had to be cancelled within 24 hours (I did), then said they couldn't refund me because the order had already been processed and that such requests need to be done within 48 hours. I have disputed this charge with my bank. This company needs to be more upfront in their pricing. They also need to provide customers with a more definitive enrollment and confirmation process if any kind of payment is to be taken.

  

  Business Response

  Date: 03/06/2023

  Hello *********,

  
  Thank you for taking the time to share your concerns. Patients fill out intake forms at the beginning of their visit, and you've given your consent for treatment as well. Next, youre prompted to select how often you would like to receive refills. 
  Upon taking a closer look at your account, you completed your visit on 2/25/23 and selected a monthly shipping and billing cadence prior to submitting your visit.  We see that you canceled your subscription on 2/26/23, and the order had already begun processing. Canceling the subscription will not cancel a pending order, our apologies for any trouble with getting canceled.

  
  The good news is that you were refunded, please see the email sent to you on 3/3/23 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.  
  

  
  

• Initial Complaint

  Date:02/27/2023

  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 purchased Hims' topical hair treatment. I was not aware this was a subscription service. I received no notice of an upcoming bill and was charged $270 for an auto-refill of a prescription. The last communication I received from Hims was one month prior to the charge, and there was no mention of a refill in that communication.

  

  Business Response

  Date: 03/06/2023

  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. Since you opted for semi-annual shipments during checkout, your refills were set to be automatically billed and shipped every six months. 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 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. 
  

  
  

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19508435
  
  I am rejecting this response because: my complaint is that there was not any notification of a forthcoming $270 charge on my card. It's a lot of money to charge a customer without offering them a chance to cancel a subscription. With other subscription services (e.g. Amazon), I receive notice and an opportunity to cancel. With other prescriptions (e.g. *********** I also received notice. Those service and prescriptions have a much lower cost. Given the high cost of Hims' products, you have a responsibility to notify customers prior to charging their accounts. Not providing that notice is predatory. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/27/2023

  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.

  I had snoozed my subscription in December and was still having issues figuring out how to cancel. They never elaborated on how to cancel. I was charged with no notification that I was about to be charged. And then was notified that the product was about to be shipped out on February 28th. I contacted them that day and said I want to cancel and have been trying to but their app doesnt allow you to cancel. Only snooze. An hour later I was informed I had to login from a browser and jump through hoops to cancel. I rejected the package and told them I cancelled it and they say now that I will not get my package and I am out $*****! The admin got into a verbal altercation with me and tried to keep me from speaking. She said it was my fault and said it was because of my STATE that I couldnt cancel online! Wrong! It was because they hid it the best they could Another support rep told me it is well known that our app doesnt work well So why is it still available and recommended? This is ridiculous!? I would like my ***** back and to never touch this service again! Very underhanded and they should be penalized for the shady app and be forced to display that is shouldnt be used! They should also be forced to email subscribers about upcoming charges! How can they say You have to use the portal to see when you are notified about an upcoming order but they can easily send an email out when it ships!?As you can see in the app all they have is Refill and Snooze because they dont want you to cancel! And they literally say Manage your subscription from the app!

  

  Business Response

  Date: 03/07/2023

  Hi ******, 
  
  Thank you for taking the time to voice your concerns. First and foremost, wed like to sincerely apologize for the confusion regarding your subscription. Were happy to clarify. Please note, that our products are built around a subscription model. Since you opted for monthly shipments during the checkout process, your refills were set to be automatically billed and shipped every month. This was outlined during checkout as well as when you were prescribed.

  
  If you wish to change your refill date or cancel your subscription, you have the option to reach out to us via email, phone, or live chat for assistance. You can also change your refill date via your account. After looking over your profile, we see you utilized the change refill date feature a few times, the latest time being in December 2022. In that instance, you moved your processing date to 2/20/23, which is why your latest shipment was fulfilled on that date. Since we were not aware you wanted to postpone your shipment until after it had been processed, we were not able to cancel it on our end.

  
  Although your order was awaiting carrier pickup at our partner pharmacy, we do not have the ability to stop an order once it has reached that point in its fulfillment journey. Regardless, we recognize that your experience with us was not ideal as you received conflicting information from our team. Again, we are so sorry for the inconvenience. Since your latest shipment was not delivered, weve taken care of a full refund for you. You should see the money return to your account within **** business days, depending on your bank. We hope this helps.

  
  We can also assure you that your subscription is no longer active, which means you wont be charged for further shipments. If you have any other questions regarding this matter, we welcome you to contact us at your convenience. Wishing you all the best moving forward.

  
  

  Customer Answer

  Date: 03/08/2023

  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, IF I receive the refund. I believe the businesss app for iOS should be designed with cancellation available. The option to resubscribe is available with a single click so why cant they add the ability to cancel? 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/31/2023

  It looks like the credit has officially posted. Thank you very much for your work and help in getting this resolved!

• Initial Complaint

  Date:02/27/2023

  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 paid $270 in September 2022 and another $270 in February 2022 for Topical Finasteride and Minoxidil. I was not warned that the second order was about to be placed, shipped, and charged. It all occurred in such a manner that makes canceling the order or getting a refund absolutely impossible. Other subscription companies will send out a simple email a week or a few days prior to the next shipment so that they can give the customer time to assess their needs and funds and cancel if needed. Hims does not provide what I imagine would be a simple, automated email sent out to all customers a week before the order begins "processing" so that they have time to change their plan if needed. The only reason not to do so would be if you're a morally bankrupt scam of a company. It's one thing to forget canceling a $5 video subscription on time (which ALL other companies WILL refund, btw), but it's downright theft and absolutely amoral to steal another $270 from a customer without warning, and then refuse to refund them before the order has even been delivered.

  

  Business Response

  Date: 03/07/2023

  Hi ****, 

  Thank you for taking the time to voice your concerns. First and foremost, wed like to sincerely apologize for the confusion regarding your subscription. Were happy to clarify any misunderstanding. 

  
  Since you opted for semi-annual shipments during checkout, your refills were set to be automatically billed and shipped every six months. This was outlined during checkout as well as when you were prescribed. It is also important to note that a cancellation must be requested 48 hours before your next refill is scheduled to process (you can read more about that policy here: **************************************************************). 

  
  Otherwise, we cannot guarantee that the cancellation can be completed. To ensure youre aware of upcoming order date(s), this information is made readily available via your account. You can access it by clicking account > subscriptions.
  While we cannot offer you a refund, we can assure you that your subscription has been canceled and no further charges will occur.

  If you have any other questions regarding this matter, we welcome you to contact us at your convenience. Wishing you all the best moving forward.
  

  
  

• Initial Complaint

  Date:02/25/2023

  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.

  There was a $48.00 charge on my account on 2/25/23. I never gave anyone permission to run my card and I do not need anymore medication right now. I would like the money back in my account!

  

  Business Response

  Date: 03/03/2023

  Hi *****, 
  

  Thank you for taking the time to voice your concerns. Were happy to clarify any misunderstanding. First and foremost, please be aware that we are a subscription-based service.
  

  Since you opted for monthly shipments during checkout, your refills were set to be automatically billed and shipped every month. This was outlined when you placed your order as well as when you were prescribed. To ensure you receive your medication in as timely a manner as possible, we start the fulfillment process at the 22-day ***** This is because processing itself can take 1-3 business days while shipping is an additional 5-7 business days. 
  

  Please also keep in mind that you can find your next processing date by logging in to your account and clicking account > subscriptions. Of course, were always available to help if you need to postpone an upcoming order date. Since your latest order has already shipped, however, we are not able to cancel it or offer you a refund. We also do not accept returns due the nature of our products.
  

  The good news is your subscription is no longer active at this point, so we can assure you that you wont be shipped or billed for any further refills. If you have any questions or concerns regarding this matter, we welcome you to reach out to us at your convenience. We wish you all the best moving forward.
  

  
  

• Initial Complaint

  Date:02/24/2023

  Type:Sales and Advertising 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 bought a finasteride and minoxidil in spray treatment for hair loss and it is giving me serious side effects and I cannot use it I want a return or refund and they say they cannot do refunds for products being used. They charged me 150 dollars for one bottle of their treatment and now Im having unwanted side effects and I want my money back. The purchase was on Jan 28 2023 they charged me 150 dollars for one bottle and I use my email address ********************* in the order. Please help to get my money back I can return their bad product anytime.

  

  Business Response

  Date: 03/03/2023

  Hi ****, 
  

  Thank you for taking the time to voice your concerns. First and foremost, we are so sorry to hear you experienced unwanted symptoms while using treatment. We see you notified the medical team about your concerns, after which you were advised to stop using the product. A partial refund was given around that time, but weve since refunded the remaining balance.

  Youll see the money return to your account within **** business days, depending on your bank. We hope this helps. Keep in mind that we do not accept returns due to the nature of our products, however, youre free to properly dispose of any remaining medication at a local pharmacy.

  We also want to assure you that your subscription is no longer active, which means you wont be charged for further shipments. If you have any other questions or concerns regarding this matter, please dont hesitate to contact us at your convenience. We wish you all the best moving forward.
  

  
  

  Customer Answer

  Date: 03/03/2023

  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,
  
  *******************