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Business Profile

Health and Medical Products

Hims & Hers Inc.

Headquarters

Important information

  • Customer Complaint:

    BBB’s profile for Hims Inc. was created in January 2018. A review of the company file was done in October 2024. Complaints on file concern issues with cancelling orders and refund requests.

    BBB recommends users to review the Terms and Conditions, with special attention to Subscription Products and Services, as well as their Refund Policy.


    For additional support, please visit Him & Hers, Inc. Contact Us.


Complaints

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

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

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    Customer Complaints Summary

    • 3,197 total complaints in the last 3 years.
    • 2,266 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/24/2023

      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.
      The order which I paid $130 was never delivered and they offered me a $50 credit for additional products. This company is stealing from people and I need a full refund

      Business Response

      Date: 03/01/2023

      Hi *******,


      Thank you for taking the time to share your experience. Were terribly sorry to hear that your order wasnt delivered as expected. Upon researching your account, the tracking information shows the package was delivered, and we offered to send a free replacement which you declined. We did provide you with a full refund for your purchase which you were notified about, you may respond to the message with further questions. 


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


    • Initial Complaint

      Date:02/24/2023

      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 selected a service with a money back guarantee if the medication did not work. I reached out in January for the refund, but they said I must wait so many days before I can request the refund. I wait those amount of days, and they changed their policy where money back guarantees are not offered anymore. I chose this service based on this money back guarantee, the service I signed up for with a contractual agreement, was changed without any notice to the consumer.

      Business Response

      Date: 02/28/2023

      Hi Preston, 

      Thank you for taking the time to voice your concerns. First and foremost, wed like to sincerely apologize for this experience. We completely understand where youre coming from and would be glad to make this right. 

      Weve followed up with you via email and hope you find the solution we offered satisfactory. If you have any additional questions or concerns, please feel free to get in touch with us at your convenience. We wish you all the best moving forward.


    • Initial Complaint

      Date:02/21/2023

      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.
      Transaction date was December 2022 For Hers, a company headquartered in *************, has a misleading process. They start the process with a questionnaire. Once you complete it, an order is triggered without much awareness of the user. Concern is that, they are dispensing what they call prescription without much care for the users. It is unclear if For Hers is a health provider or not. The process is such that they trick you into a subscription that you do not need and can have harmful effects. I received the package for a subscription I did not need. I tried - my mistake - with horrendous effects. I did not try the product upon receipt. I took a handful of days. Once I contacted them to inform them that the 2 bottles were untouched and I wanted a refund, I was told no refunds were given. My concern is 1) The process by which a user is lured and then caught into an order one does not want or even need is misleading. 2) they represent themselves as a health organization but act without integrity and are or could be damaging users (certainly not patients).

      Business Response

      Date: 02/28/2023

      Hi ******,

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

      During the intake process, users are prompted to provide information related to their needs and reasons for seeking treatment. Additionally, they have the opportunity to bring up any questions or concerns they have about their requested medication. A licensed provider then reviews all of the information provided and makes a clinical determination. 

      Since you wrote that you did not have any questions or concerns after completing the intake process, your provider reviewed your answers and concluded that it was safe for you to move forward with your requested treatment. After your prescription was submitted, your provider also sent important information about your treatment, including details about the potential symptoms users could experience. You are welcome to review this information by clicking the following link: *************************************************************************

      We are so sorry you experienced unwanted symptoms while using treatment, however, the medical team did acknowledge that was a possibility at the time you were prescribed. After your prescription was submitted, we did not receive further communication from you until 1/4/23. Otherwise we would have certainly taken the necessary steps to ensure your concerns were properly addressed. 

      While we are not able to offer you a refund for the purchase, we can assure you that your subscription has been canceled effective immediately. That way, you wont be shipped or billed for further refills. If you have further questions or concerns regarding this matter, we welcome you to reach out at your convenience. We wish you all the best moving forward.


      Customer Answer

      Date: 02/28/2023

       
      Complaint: 19444128

      I am rejecting this response because:

      This business uses deceptive tactics (similar to bait and switch) to lure consumers into their so called Doctor evaluation (a few on screen questions/answers)

      Upon completion of this questionnaire, it ships a product one did not agree to buy (or the way one may have clicked in the process is deceptive)

      Pricing is unclear throughout. Example, I received 2 bottles of a bad product and never I recall asking for 2 bottles or even 1

      2 bottles appear on my doorstep, witout expecting them. During the holidays when people are out and about

      I tried a bottle after a few days of the box recipt; unsure on hot to proceed, immediately I reached out (specifically after trying product for 2 days)

      Further, the pic I submitted to the service as part of the so call consult most likely, if evaluated properly will not lead to the conculssion of pushing product out to unsuspected customers wanting to  to simply explore the service

      Bigger issue here, this company, under the umbrella of a service with a 'easy to use' interface is taking advantage of customers, dispensing some prescription strenght products and doing so under a recurring revenue model only to make money without concern of the pain and consequences to physical health (my case) and possibly mental health (others using anxiety products and such)

       

       

       



      Sincerely,

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

    • Initial Complaint

      Date:02/21/2023

      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.
      The company misleads and automatically charges your card on file without any approval nor letting you know how Much its going to cost. I was shocked to be charged ****** USD over the weekend and when i informed them to cancel and refund me because i was unaware of this , they refused. They mislead the patients and fraudulently charge the card on file.

      Business Response

      Date: 02/23/2023

      Hello ****,


      Thank you for taking the time to voice your concerns. We apologize for any confusion and were happy to clarify what happened. Patients fill out intake forms at the beginning of their visit, and you've also given your consent to be treated during that time.
      Our medications are subscription-based to ensure that you will receive refills consistently and on time. Patients are asked during the medical visit to choose a shipping and billing preference. Based on the shipping and billing cadence you chose during your visit is what youre charged initially. We see that you selected annual shipping and billing cadence during your visit. 


      We arent able to accept returns due to the nature of our products. Once there is a tracking number attached to your order, the shipment is with our third-party carriers for delivery and were unable to stop the order. Your order had already shipped when you requested it to be canceled.


      Please refer to the email sent to you on 2/2/23 regarding a resolution. We appreciate you working with us to get a more suitable resolution 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. 


      Customer Answer

      Date: 02/23/2023

      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.
       
      They were able to work with me and find a suitable solution which resulted in a partial refund. 
      Sincerely,

      *******************
    • Initial Complaint

      Date:02/20/2023

      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 order medicine for ** from the company, little did I know it subscription. It didn't work so I cancelled but all they wanted to do was increase my dose. I asked for my money back and have never gotten a response. I am going to file a claim in small claims court if I you cannot resolve the situation.

      Business Response

      Date: 02/28/2023

      Hi *******,  

      We appreciate you taking the time to share your experience with us. Were terribly sorry to hear that your treatment plan didnt work well for you. We strive for patient satisfaction and safety, and this is why your provider offered other options for you.   

      Additionally, our service is subscription-based to ensure that you will receive refills consistently and on time. This is why youre asked during your medical visit to choose your preference for how often you would like to receive your refills. In other words, each subscription begins processing a refill automatically based on the shipping and billing cadence you chose during your visit. We also state on the final page of the checkout process that if prescribed, it will be a subscription.  

      Were terribly sorry for the inconvenience but your order does not qualify for a refund. We dont have a record of you reaching out to cancel your subscription prior to 1/10/23. We ask that our customers send us a clear request at least 48 hours prior to their next refill process date. You can see this date on a subscription by logging into your forhims.com  account and heading to "account"> "subscriptions."  

      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: 02/28/2023

       
      Complaint: 19437103

      I am rejecting this response because: They neglected to acknowledge my phone call cancelling.  Why would continue product that didn't work. Based on there response this matter will end up be disputed in small claims court

      Sincerely,

      ***********************
    • Initial Complaint

      Date:02/19/2023

      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.
      I opened an account with him and hers around September 2022 for a ***************. After paying the registration fee they said they would issue me sertraline. I declined. I cancelled my subscription. The following month they charged my card 85$. I called to assure them I wanted my account closed and no longer wished to have an account with them or be charged. They continued charging my card 85/month at-least 5 times.

      Business Response

      Date: 02/23/2023

      Hi *******, 

      Thank you for taking the time to voice your concerns. Were happy to clarify any misunderstanding. During the intake process, users are prompted to provide information related to their needs and reasons for seeking treatment. Additionally, they have the opportunity to bring up any questions or concerns they have about their requested medication. A licensed provider then reviews all of the given information and makes a clinical determination. 

      On 7/18/22, your provider reviewed your answers and concluded that it was safe for you to move forward with your requested treatment. After your prescription was submitted, we did not receive further communication from you in our secure messaging portal. We also do not have record of any phone calls, emails, or live chats from the phone number or email address associated with your account. For this reason, we were not aware that you didnt want to move forward with treatment. 

      It is also important to note that our prescription products are built around a subscription model. This is why you were prompted to select your ******************/billing cadence during checkout. Since you opted for monthly shipments, your refills are automatically billed and shipped every month. This was also outlined when you were prescribed. 

      We did not receive a request to cancel your subscription, which is why it has remained active and you have continued to receive refills. To ensure you are not shipped or billed for further orders, we canceled it for you right away. We have also followed up with you via email to confirm whether or not you contacted us from a different phone number or email address. If you have any other questions regarding this matter, we welcome you to get in touch with us at your convenience. Wishing you all the best moving forward.


    • Initial Complaint

      Date:02/17/2023

      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.
      Date of transaction is Feb. 14th, 2023. Amount of money paid is $******. The problem is I was in the middle of discussing changing medications with a healthcare provider when a refill on my old medication was filled and sent to me, when it never should have been approved. I saw the charge on my bank statement (this is how I discovered what was happening) and immediately canceled the prescription and all future prescriptions until my course of treatment was decided, and I received a message back that I didn't cancel in time (48 hrs required). I told them I canceled as soon as I saw the charge, and if 48 hours was required, they should have sent a message 48 hrs before warning me the prescription was going to be filled, similar to other online subscription providers. I told them I will refuse delivery and "return to sender" the package, and then they'll have to give me a refund since I didn't accept the medication. *****, a rep I was communicating with, told me that I won't get a refund if this happens. Since the medication never should have been approved by a doctor in the first place since I was discussing changing meds, and then she told me I was given enough notice to cancel when I was not, and then she said I wouldn't get a refund if I refused shipment, that's when I decided to report them. It's unethical to say you gave enough notice when you didn't, approve the meds when they shouldn't have been approved, and then keep my money when I refuse delivery of their product. They did nothing to fix the problem except try to blame me. At the end I was offered a discount for ***********, but I already told them I wasn't continuing with them if they didn't fix this. So pointless gesture. Order # is oO0pTAqvSM. I have several emails to upload for documentation, so please let me know if something doesn't go through and I will resend. I want my $ ****** refunded since I plan on refusing delivery of the medication and it will be returned to them unopened. Thank you.

      Business Response

      Date: 02/22/2023

      Hi *******, 

      Thank you for taking the time to voice your concerns. Were terribly sorry for any misunderstanding in regards to your recent order. We have followed up with you via email to further clarify the details of what occurred. We hope you find the solution we offer to be satisfactory. 

      If you have any additional questions or concerns regarding this matter, youre welcome to notify the team member youll be corresponding with. We wish you all the best moving forward.


      Customer Answer

      Date: 02/26/2023

      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:02/16/2023

      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 called Hims on 8-20-22 to cancel my subscription for men's hair care products due to financial distress. On 2-16-23, I received a charge for $226.78. I immediately called Customer Support. Customer Support said that they were unable to provide me a refund because: 1) They allege that I only cancelled part of my subscription (the part for the pills, not the part for the gummies/topical solution). I believe this is deceptive. Other consumers on several other review sites make similar allegations. 2) They allege that I requested to continue with the shipment for February. I was not given access to the recording, and this is the opposite of my recollection of the events. I believe this is fraudulent. 3) They state that since the order shipped it cannot be refunded. I asked them to cancel the shipment and they refused. I called them *immediately* after the charge was made and was given no opportunity to reverse it. I believe this is unfair at best and manipulative at worst.

      Business Response

      Date: 02/20/2023

      Hello *****,


      Thank you for taking the time to share your experience. We apologize for any confusion and were happy to clarify what happened. Over-the-counter products and prescription medications are split into two separate subscriptions. Youll notice if you look at your order history that these were shipped separately. This is due to them being two separate subscriptions as theyre handled differently. 


      Upon researching your account, we can confirm that during your call to cancel the prescription portion of your subscription on August 20, 2022, you confirmed to leave the over-the-counter subscription products active. Our agent helped you with updating your address, and they also confirmed the next refill date with you. You may always find information regarding your subscription within your account under subscriptions including instructions to change an upcoming refill date. 
      Were terribly sorry but 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 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, 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.


      Customer Answer

      Date: 02/20/2023

       
      Complaint: 19420543

      I am rejecting this response because:

       

      With all due respect, this doesn't add anything that was not said previously or address the concerns raised in my initial letter. There are *hundreds* of other consumers who expressed similar concerns about misleading practices with hims and auto pay. I really wish I had listened to them. I have never filed a complaint through BBB but I am shocked and disappointed by hims and the continued refusal to issue a refund. I will pursue every avenue available to me to dispute the charge and warn other consumers. 


      Sincerely,

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

    • Initial Complaint

      Date:02/16/2023

      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.
      After receiving a second order of a prescription by forhims.com for generic ******, I logged into their site and cancelled my subscription. Today, I find out that the subscription was not cancelled, and I'm being sent another order. I've contacted them and told them that I had already cancelled the subscription, and they say I didn't cancel the subscription until today. I do not want the prescription, and I expect my money, $165.00, to be refunded.

      Business Response

      Date: 02/20/2023

      Hi *******, 

      Thank you for taking the time to voice your concerns. First and foremost, were so sorry for any confusion regarding your account. After taking a close look at our records, we see you canceled your subscription on 2/16/23. Prior to that, there is no record of a cancellation being made. We also did not receive any outreach from you regarding your subscription until you requested a refund on 2/16/23. 

      Since users must reach out to request a cancellation at least 48 hours ahead of their next scheduled processing date, we cannot accommodate a refund in this case. Our sincerest apologies for the inconvenience. You can read more about that policy here: **************************************************************

      We can also assure you that your subscription has been canceled at this point, which means you wont be shipped or billed for any additional refills. If you have any further questions or concerns regarding this situation, please feel free to contact us at your convenience. All the best to you moving forward.


      Customer Answer

      Date: 02/20/2023

      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:02/15/2023

      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 signed up for prescription medication in may of 2022 and did telehealth through their website to obtain a prescription. I notified the chat with the doctor that the medication was not working as intended on 8/8/2022 and I followed up on 8/18 and finally got a physician response in 8/20. Since I told the doctor it was not working and did not receive a response I pushed my prescription out as far as possible since the cancellation process is far from transparent as many others have complained about. The doctors response was to double the medication which was not working - I truly find that unethical and worthy of a refund alone. I received a text that my order had shipped a week or so ago but that was also too late to cancel and I didnt receive notice they were refilling the prescription that i stated did not work. I fully understand that i cannot ship it back unopened - but the deceptive practices above should more than qualify me for a refund. Note: I emailed back and forth about everything above and they refuse to acknowledge any bad business practices and keep telling me I am not due a refund because i did not cancel in time.

      Business Response

      Date: 02/21/2023

      Hi *******, 

      Thank you for taking the time to voice your concerns. First and foremost, wed like to sincerely apologize for the inconvenience, this is not at all the experience that we wish to provide to our customers. 


      Weve followed up with you via email on 02/17/23 to discuss things further and work towards a solution youll be happy with. If you have any further questions or concerns, we welcome you to send them to the team member youll be corresponding with. We wish you all the best moving forward. 

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