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:02/14/2023

  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.

  THE PROVIDED "MEDICATION" SOLD AS SILDENAFIL HAS MADE ME SICK FOR DAYS. THEY HAD ZERO BENEFIT FOR ERECTILE DYSFUNCTION AND CAUSED ACUTE STOMACH PAIN, DIZZINESS, AND UNRESOLVABLE CONSTIPATION. THIS IS A CLEAR CASE OF POISONING.THERE ARE NO MARKINGS ON THE ***** PROVIDED SO THEY CANNOT BE VERIFIED OR IDENTIFIED AS GENUINE ON ANY SOLID FORM DRUGS DATABASE. ANY PILL FROM ANY PHARMACY HAS THESE MARKINGS SO THEY CAN BE LOOKED UP IN CASES OF POISONING. THE BELOW LINK LISTS ALL LEGITIMATE AND GENUINE SILDENAFIL CITRATE. HIMS SUPPOSED PRODUCT HAS NO MARKINGS.DRUGS.COM - KNOW MORE - BE SURE.**************************************************

  

  Business Response

  Date: 02/20/2023

  Hello Rich,

  
  We are terribly sorry to hear about the adverse symptoms that you experienced from your treatment plan. The symptoms youve listed are commonly known symptoms of this medication, and again our sincerest apologies for any discomfort. Our partner pharmacy fills your prescription with products from several trusted pharmaceutical manufacturers. Our partner pharmacy is held accountable to purchase medications from ****approved sources to keep their accreditations.  
  
  Depending on the supplier, you may notice that the pills may be a different color, or shape, or have different markings. Despite this, I can assure you that you are always sent a pharmaceutical equivalent to the medication you are prescribed (the active ingredient(s), dose, and dosage remain the same).  
  
  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: 02/21/2023

   
  Complaint: 19407229
  
  I am rejecting this response because: this response from Hims is meaningless and irresponsible.  I paid for real medication and what I received was a beyond awful experience resulting in poisoning.  Case i  point, real medication I received from my primary care doctor fulfilled by my local pharmacy worked as expected, without the outrageous and poisoning side effects that the so called hims substance caused.  Both labeled as the same medication.  However the medication from my local pharmacy has traceable and standard markings that can easily be referenced as authentic on any solid form drug lookup database (like Drigs.com or PDR).

  At a bare minimum Hims should make amends for this and make it right. Any other outcome is outright FRAUD.

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

• Initial Complaint

  Date:02/13/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered their product and within an hour cancelled the order. Received confirmation of cancellation but they charged me and sent me the product anyway. When I wrote to them asking to return the product and receive a refund they told me that they will not refund me and that they dont want the product back since orders are automated and out of their control.

  

  Business Response

  Date: 02/20/2023

  Hi Yariv, 
  

  Thank you for taking the time to voice your concerns - we are more than happy to clarify the reason you were shipped and billed for our product. After your prescription was submitted, a refill of your requested treatment immediately began processing at our partner pharmacy. Although you canceled your subscription soon after, your pending order remained active.
  

  Canceling a subscription prevents users from being shipped or billed for future refills, however, doing so does not also cancel an order that started processing beforehand. We sincerely apologize for any inconvenience this may have caused. 
  

  While we cannot offer you a refund, we can assure you that your subscription is no longer active and you will not be charged further. If you have any other questions or concerns regarding this matter, we welcome you to get in touch with us anytime. We wish you all the best.
  

  
  

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 19398912
  
  I am rejecting this response because: the cancellation came quickly enough that had they wanted to they could have cancelled the order with the pharmacy. But they didnt want to because they wanted the money. In addition they could have accepted the product back for a full refund due to the fact that it remained and still remains closed and sealed and unused, but again, they dont want to refund the money so they dont agree to accept the return. 
  
  Sincerely,
  
  ***********

  

  Business Response

  Date: 02/22/2023

  Hi Yariv, 
  

  Thank you for your response. First and foremost, we want to reiterate that canceling a subscription does not also cancel any pending refills that are associated with that subscription. That is why your order continued to process even after you canceled your subscription.

  We were not aware you also wanted to cancel the order until after you contacted us on 2/8/23. By that time, it had already been delivered and we are not able to accept returns due to the nature of our products. Again, we apologize for any inconvenience this may have caused.

  The good news is your subscription is no longer active and you will not be charged further. If you have any other questions or concerns regarding this matter, we welcome you to get in touch with us anytime. Best wishes to you moving forward.

  
  

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19398912
  
  I am rejecting this response because: This is an outright lie. You were aware of the cancellation the moment I canceled it which is within hours of the preliminary order. Secondly your products are standard and if unopened can be sent to another client which therefore means that the only reason you do not want to take it back is so that you can get the money. 

   

  This is VERY iunethical business practice.

  
  
  Sincerely,
  
  Yariv Sivan

• Initial Complaint

  Date:02/13/2023

  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 never received the finasteride spray that the subscription was for. I was charged $150 PER ITEM and after explaining that I never received the package in hand and wanted to cancel my subscription as well as receive a refund for the charge they told me that they cannot accommodate me. I spoke to several customer representatives and they were unable to provide any insight into what could have gone wrong and refused to accept that I never received the package. They have no proof that I got it in hand and told me to take the issue up with the courier. I have attached images of my invoices below and there were 2 charges of $150 each that were never delivered.

  

  Business Response

  Date: 02/20/2023

  Hi Kaushal, 
  

  Thank you for taking the time to reach out to us. We are so sorry your orders did not arrive as expected. We have followed up with you via email to further discuss your concerns. If you have any additional questions in the meantime, we welcome you to notify the representative who will be in contact with you. We wish you all the best moving forward.
  

  
  

• Initial Complaint

  Date:02/08/2023

  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 HIMS company promised a money back guarantee on any product that did not work. The first product I purchased from the did not work. HIMS told me I had to wait 60 days to get a refund. I waited the 60 days and then requested the refund again and they only offered a 50% off my next purchase stating that I now waited too long for my refund. Which is it? Too soon for a refund or too long? This company is ripping people off on their promised guaratee.

  Customer Answer

  Date: 02/09/2023

  Please cancel this complaint.  *********** immediately issued my refund after letting them know I was filing a complaint with the BBB.  Good to know the strength of the BBB!

   

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

• Initial Complaint

  Date:02/08/2023

  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 looked into a possible purchase so I set up a profile. I never confirmed the purchase which I thought was approximate $50..... then soon after got$270 removed from my account and was told that a consultation have them permission to charge. No no no

  

  Business Response

  Date: 02/09/2023

  Hi ******, 
  

  Thank you for taking the time to voice your concerns. We sincerely apologize for any misunderstanding. During the intake process, users are prompted to provide information related to their needs and reasons for seeking treatment. Additionally, there is an opportunity to bring up any questions or concerns 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, we did not receive further communication from you in our secure messaging portal. For this reason, we were not aware you didnt want treatment and you were charged $270.00 for your first refill. 
  

  While we cannot offer you a refund, we can assure you that your subscription was canceled and you wont be shipped or billed for any additional orders. If you have other questions regarding this matter, we welcome you to contact us at your convenience. Wishing you all the best moving forward.

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I dont have any of the information youre asking for because I never made a purchase from them or signed up for anything. They purposely make you add in payment information before you can even complete an account to get pricing and see how it works. I never had any sort of consultation with any of their staff and I never ordered or received anything. They just started charging me $25 for absolutely no reason and then told me it will go up to $85. I am extremely confused and angry because I never received any sort of good or services from this company but they charged $25 so theyre essentially stealing from me.

  

  Business Response

  Date: 02/09/2023

  Hi ****, 
  

  Thank you for taking the time to voice your concerns. First and foremost, wed like to sincerely apologize for the experience youve had with us. 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, there is an opportunity to bring up any questions or concerns 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 treatment. After your prescription was submitted, we did not receive further communication from you in our secure messaging portal. Since we were not aware you didnt want treatment, you were charged $25.00 for your first refill.

  Although that shipment was delivered, a member of our team took care of a full refund as a courtesy for the misunderstanding. You should see the money return to your account within five to ten business days, depending on your bank. We hope that helps. We can also assure you that your subscription was canceled, which means you wont be shipped or billed for any additional refills. 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: 02/09/2023

  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:02/03/2023

  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.

  On January 3rd, I agreed to receive product for $25 for the first month, and $85 for each month after that. 22 days later on January 25th I was charged again for the product, this time the full amount of $85. What I agreed to clearly states that shipments were monthly, not twice in one month, and that I could cancel at any time. I immediately canceled my subscription and requested a refund, which they refuse to give. I've included a screenshot of my subscription details. Thanks

  

  Business Response

  Date: 02/09/2023

  Hello ****, 

  Firstly, wed like to apologize for any confusion and let you know that we appreciate you taking the time to reach out with your concerns.

  Were happy to clarify what happened with your second order! Due to the sensitivity of some medications, the next order is initiated before the 30 day **** to ensure that the order has enough time to process and arrive at your door, avoiding any lapse in medication. This charge occurred on January 25th to ensure that you had your February order on time. 

  Since you do not have any pending orders and your subscription is inactive, we can assure you that you wont be charged for any additional products or services. If you have further questions or concerns regarding this matter, please do not hesitate to reach out to us. We wish you all the best moving forward. 

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19330068
  
  I am rejecting this response because:
  

  While I understand you not wanting your customer to go without their prescription, that still doesn't justify charging twice in one month for a monthly subscription. If you contend that your product needs **** days for shipping, then I would have gotten my first shipment on around the 13th of the month. You then processed another payment less than two weeks later. I agreed to a monthly plan with an initial trial period, and you did not comply. If you cannot adhere to the monthly agreement with your current shipping method, then maybe you should consider another carrier. I will accept nothing less than a refund for my second charge in the month of January in the amount of $85.
  

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

• Initial Complaint

  Date:02/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/31/23, I submitted a request for treatment for sinusitis - this is a prominent selection on the Hers website which indicated to me that this is a condition they would treat.I paid $39 for a visit and filled out the online form.Later the same day I received a message stating that I need to be treated by another provider because "we are not the ones who should be treating you" and "We're sorry that we weren't able to help you today."I requested a refund of the $39 I paid for the visit and I received a response that they would not issue a refund because the fee was a "visit fee".I did not receive anything that even remotely constitutes a "visit". All I received was a text response that they would not treat me and to go somewhere else.I'm filing this complaint to get the $39 fee refunded but also to let others know what a ******* this company is - perhaps somewhere in the fine print I agreed to pay $39 just for the privilege of filling out a form on their website but they are giving the appearance of providing appointments with professionals in specific areas.

  

  Business Response

  Date: 02/07/2023

  Hi *****, 
  

  Thank you for taking the time to tell us about your experience - we are so sorry for any misunderstanding. Were more than happy to clarify this for you.
  

  Because patient safety is our top priority, our medical team must take time to assess your health information to determine whether or not prescribing medication through our platform is safe. Since this requires their expertise, we charge a $39.00 fee for every primary care visit even when a patient isnt prescribed.
  

  This is so we can fairly compensate providers for their time, much like the visit fees or copays associated with an in-person doctors appointment. Regardless, we understand that the outcome of your visit was not ideal and sincerely apologize for the inconvenience. As a courtesy for the misunderstanding, weve taken care of a full refund for your visit. You should see the money return to your account within five to ten business days, depending on your bank. We hope this helps.

  Since you do not have any active orders or subscriptions, we can assure you that you wont be charged for any additional products or services. If you have further questions or concerns regarding this matter, we welcome you to contact us anytime youd like. We wish you all the best moving forward.

  
  

  Customer Answer

  Date: 02/09/2023

  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:02/01/2023

  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 simply logged in to the site to browse prices and products but in doing so it created a purchase. I did not ever click submit on a purchase and did not know I reportedly made a purchase until a shipping notification that a label had been printed. I immediately contacted the company but they claimed to be unable to cancel it, despite it not being picked up by delivery company. Separately, a doctor contacted me to perform a consult on January 5. I did not even know that I had an email from him, but he processed it as a consultation nonetheless. On the ******* received another email saying that my response was still required yet the company claims that the consultation occurred a day before. I neither made the purchase nor did I perform a consult and yet the company is still send a regulated prescription without ever talking to me. I also intend to file a medical complaint as well because the company is shipping medication without any medical consult. They have charged me $555 and I am requesting a refund but the company will not approve claiming that I made the purchase and that I processed the intake forms which I did not. I dont even know what medication or dosage Im getting.

  

  Business Response

  Date: 01/24/2023

  Our company HIMS, Inc. (**************************************)is the manufacturer and distributor of Electronic Braille devices for the blind and visually impaired.

  We do not carry any type of medicines.

  I believe that the customer has the issue with another company like HIMS & HERS online medicine company. Let me know if you need any further information on this matter. Thanks  

  

  Business Response

  Date: 02/07/2023

  Hi *******, 
  

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

  Looking at your account, we see you submitted your follow-up questionnaire on 1/5/23. During that process, you answered a series of questions regarding your progress. Additionally, there was an opportunity to bring up questions or concerns you might have had about your medication.
  

  Since you wrote that you did not have any questions or concerns, your provider reviewed your answers and concluded that it was safe for you to move forward with treatment. You selected a semi-annual shipping/billing cadence, which is what you were prescribed on 1/6/23. This was explicitly outlined by your provider in our secure messaging portal. After that, we did not receive further communication from you until 1/18/23. 

  As a result, your subscription remained active and a refill processed on 1/18/23. We were not aware you wanted to postpone your shipment until after it had processed, though, so we were not able to cancel it on our end. Although it 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. Our sincerest apologies for the inconvenience.

  While we cannot offer you a refund, we can assure you both of your subscriptions have 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.
  

  
  

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18883774
  
  I am rejecting this response

  None of the below response is true, and when I asked for screenshots and the details related to the medical consult, your customer service refused to provide that and only noted that I had a consult on the 5th. What is clearly happening is that by navigating the pages at all, your customers are tacitly, accepting everything to include acceptance of medical treatment. What questions did I respond to, as noted in your response? When did I write that I had no questions or concerns? You also previously noted that I consulted with a doctor, but clearly that is not the case as you are now saying that I responded to questions. I have the emails stating that I consulted with the doctor and I repeatedly told you I didnt and that on the 6th (one day after my reported consult) he was still looking for a response from me, which he never got. When I confronted him about it via email, he refused to respond. You were clearly obfuscating all of this and are not making anything forward facing to the customer. I never approved anything and didnt even know what prescription I was set to receive. You are obviously not following standard medical procedures by providing prescriptions to somebody without a medical consult.

   

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

  

  Business Response

  Date: 02/09/2023

  Hi *******, 
  

  Thank you for reaching out. Again, wed like to sincerely apologize for the misunderstanding. Weve followed up with you via email to provide additional details regarding this situation. If you have any questions or concerns, please feel free to notify the team member youll be corresponding with. We wish you all the best.
  

  
  

• Initial Complaint

  Date:01/31/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a subscription with this company. After the first items arrived, a few month later I decided I no longer wanted to continue with the subscription. I canceled the subscription in early Jan 2023, or at least I thought I did. Turns out this company over complicates there cancelation process, and I only cancelled part of the subscription. I was then notified by email that I had order being shipped out on Jan 31 2023. An order that I believed was canceled. I contacted the company, and told them I had canceled this, I didn't want it, nor did I order it. I told them, when the box arrives, I will not open the box, and just simply return to sender. They said they cannot accept returns. They informed me that I only canceled part of the subscription, and despite that I believed I canceled the whole thing, they will not issue a refund, because they already shipped it out. They are operating in bad faith.

  

  Business Response

  Date: 02/02/2023

  Hello *******,

  
  Thank you for taking the time to share your concerns with us. 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 in your order history that these were shipped separately. This is due to them being two separate subscriptions, handled differently. 

  
  We see that you successfully canceled one of your subscriptions yourself in early January, as you said. However, the other was left active, and since you handled that on your own, we had no idea that you were interested in discontinuing both. 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: 02/02/2023

   
  Complaint: 18956682
  
  I am rejecting this response because:

   

  The subscription for all items was set up as one set, and it was one click for all 3 products.   This business is acting in bad faith to expect a person to understand that each item would have to be cancelled separately.  Additionally, this business continues to act in bad faith, by deliberately making there subscription process unnecessarily difficult to be able to cancel, and make contact with a real person.  Finally, I do not accept the excuse that the products cannot be returned, we are talking about products that are individually sealed, as well as an unopened shipping box, and the items in question are not prescription, they are essentially shampoo and candy, it is absolutely ridiculous to state they cannot be returned.  

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