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:01/30/2023

  Type:Order 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.

  Last night I requested a appointment to see the doctor on Hims. I was charged for a appointment without seeing anyone. All they did was send me some computer generated automatic reply . I tried to get a refund from HIMS but they would not help.

  

  Business Response

  Date: 02/03/2023

  Hi ***,

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

  The $39 fee that was charged is similar to the copay due at an in person doctors appointment. Since our medical team must spend time reviewing your health information, to decide whether or not prescribing medication through our platform is appropriate, there is a charge for the use of the medical teams expertise. We take these measures because patient safety is our first priority and we want to make sure that any prescriptions issued through our platform are suitable.
  
  

  After reviewing your account, it appears that you requested treatment for conditions that we are currently unable to treat via a telehealth visit. Given this inconvenience, we have issued you a full refund of $39 for this visit. You should see the funds return to your account within **** business days, depending on your bank. You should also be receiving an email as confirmation of this refund. 
  
  Once again, we sincerely apologize for the inconvenience you have experienced and hope that this solution is helpful to you. Please do not hesitate to reach out if there is anything further we can do for you.
  
  

  Customer Answer

  Date: 02/03/2023

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

• Initial Complaint

  Date:01/30/2023

  Type:Order 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.

  Unethical subscription based prescription service.After a cursory online medical exam, I signed up for a monthly supply of a prescription ($100/**.). This was in February 2020 - nearly 3 years ago. Their cancellation procedure is not clear on their website (as hundreds of complaints could on the website), I sent an email yesterday (1/29) requesting cancellation 0f the subscription and a refund for the month's supply of unwanted product in the amount of $100, I received a reply from "**************", who cancelled my subscription but refused to refund the $100. This the first of several steps I will be taking to secure the refund of my money and to alert potential buyers of forhims.com business practices.

  

  Business Response

  Date: 02/02/2023

  Hi *******, 
  

  Thank you for taking the time to voice your concerns. We sincerely apologize for the confusion regarding your subscription. Were happy to clarify any misunderstanding. 
  

  Although you have been receiving treatment since 2020, we want to remind you 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 on a monthly basis. 
  

  If you wish to change your refill date, you have the option to reach out to us for assistance. You can also take care of this via your account. Looking at your account, we see you utilized the change refill date feature several times.
  We are always available to help across all of our support channels (email, phone, live chat, and secure patient portal) with account-related issues or questions, including requests to cancel your subscription or postpone an upcoming refill. We do require a 48-hour notice ahead of the next scheduled processing date, which is outlined in our terms and conditions: **************************************************************
  

  Since we were not aware you wanted to cancel your shipment until after it was processed on 1/25, we were not able to take action on our end. Please also note that we do not accept returns due to the nature of our products. 
  Regardless, we have made a one-time exception to show our appreciation for your continued loyalty throughout the years. We took care of a full refund for your latest order, which means you should see the money return to your account within five to ten business days (depending on your bank).
  

  We can also assure you that your subscription has been canceled and no further charges will occur. If you ever want to reactivate it in the future, we welcome you to contact us for assistance. Wishing you all the best moving forward.
  

  
  

• Initial Complaint

  Date:01/28/2023

  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.

  They only sell their products via subscription. After I bough the first batch, I contacted them in March and discontinued the subscription. I was assured in that phone call that 1. I had canceled any re-order, and 2. They would contact me BEFORE charging me again. Then they charged an expired card in January after mailing me the product, which they said they could not cancel nor do they accept any returns. I attempted to remedy this by contacting them again and they refused to refund or accept a return.The subscription fee was honored by the credit card because recurring charges do not require a current expiration date. I believe they have deliberately structured their sales process to make it difficult to unsubscribe via their website, opaque as to seeing subscription status, confounding to prevent future charges, and impossible to undo once charged at their end. I believe this intentional exploitation of customers is their business model by design. At every point in their process they make it as difficult as they can for customers to stop subscriptions and cancel orders, up to and including failing to honor a pledge to contact those customers before shipping them additional unwanted product.

  

  Business Response

  Date: 02/02/2023

  Hello *****,

  We sincerely appreciate you taking the time to share your concerns with us. Upon researching your account, we are unable to locate a cancellation request from you or any contact prior to your phone call on 1/3/23. We do see that you submitted your check-in visit on 4/28/22, and confirmed you were happy with your prescribed medication. Some card issuers will honor an automatic payment with an expired card as a courtesy to the cardholder so their service is not mistakenly interrupted.
  We offer our prescription medications through auto-bill subscriptions to ensure that you will receive refills consistently and on time. This is why we ask you during your medical visit to tell us what your preference is when it comes to 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.

  Because this process is automatic, 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 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."

  Were unable to accept returns due to the nature of our products as they cannot be redistributed due to our safety protocol. We sincerely appreciate your understanding and appreciate you giving Hims a try. 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: 18945772
  
  I am rejecting this response because: It would be trivial to confirm orders a week or a month before shipping. Even a notification email not requiring response would be sufficient to avoid most of these situations.

   

  This simple reminder before charging would not in ANY WAY compromise customer service, and given the number of complaints about this company's practices on any number of review sites this is clearly something this business should address.

   

  Most damningly, I was specifically told I would be reminded by their phone agent before new charges were issued.

   

  I do acknowledge that accepting returns is not responsible in most cases regarding pharmaceuticals.

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

• Initial Complaint

  Date:01/26/2023

  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.

  About six months ago, a prescription was ordered knowing the expense, $378. The prescription apparently was set on auto renewal when it was ordered. A way for a merchant to scam customers. As of 1/18/23 it has been six months since initial purchase. The order was actually completely forgotten about. However, HIMS & HERS, **** did not feel the need to reach out to inform us that a refill was in processing in order for us to have time to cancel. Absolutely zero communication. They just charged us. Apparently, it was set to refill on a holiday (1/1/23) and a tracking was already assigned when we called 1/3/23. Which is comical because the initial order was placed 7/18/22. My math on 6 months is 1/18/23, which is NOT 1/1, a holiday. By the time we saw the funds leave our bank account (1/3/23, which gave them time to get a tracking number established and deny any cancellations) and called HIMS & HERS, **** their response was that a tracking was already established so a cancellation was not approved, even though the prescription did not even leave their facility yet. Received so-called package on 1/10/23, returned to sender immediately on 1/11/23 refusing delivery. And we were informed that if a prescription was returned, they were still unable to apply refunds because it's a prescription. Unbelievable. Hoping to get our funds back as this process is very unethical. Absolutely, horrible business practice processing & customer service.

  

  Business Response

  Date: 02/02/2023

  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. 
  

  It is 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.
  

  Since you opted for semi-annual shipments during checkout, your refills were set to be automatically billed and shipped every six months. Processing itself can take 1-3 business days while shipping is an additional 5-7 business days. To account for that and ensure you receive your medication in a timely manner, fulfillment begins at the 170-day mark.
  

  If we were to process your refills at exactly the six-month ***** you would likely run out of medication before the next supply arrived. Regardless, we understand you were not aware of this and sincerely apologize for any inconvenience.
  

  Lastly, we do not accept returns due to the nature of our products. 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:01/23/2023

  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 initially tried Hers for anxiety and depression. I was told by the provider that there was no charge to use their provider, however they did charge for the prescription. I elected to have the prescription filled at my local pharmacy. I then I submitted a request for an antibiotic prescription for another issue I was having. The provider informed me that my issue was not one that they could treat. They told me to see a doctor in person. They also charged me a $39 fee. I have requested a refund several times and was told each time that they would not refund my money. They are saying the $39 fee is being charged because I utilized their service. I submitted a request for the antibiotic, however, they did not serve me. They told me they "couldn't help" and to seek treatment from a different doctor. I shouldn't have been charged for this. When I sent them the screenshot of the providers message, telling me that there is no fee for the provider, I was told that that is only true for Psychiatry." That there is always a charge for ************ Providers. This is very deceiving. I received no service from this company's primary care provider, yet I have been charged $39. They are charging me because the provider read my intake form and had to tell me they dont offer the treatment I was requesting.

  

  Business Response

  Date: 01/26/2023

  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 this is not the ideal outcome and sincerely apologize for the inconvenience. 
  

  It seems the condition you requested treatment for is not something we offer at this time, so we took care of a full refund for your visit as a courtesy. You should see the money return to your account within the next **** business days, depending on your bank. We hope that helps. 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.
  

  
  

• Initial Complaint

  Date:01/19/2023

  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.

  Hims & Hers uses predatory tactics for their subscription based service. Hims automatically charged my card $150 three months after I first purchased their product. The product did not suit my needs and I did not want it. After they charged my card, I reached out to them asking for a refund since the product had not yet been shipped/picked up by a carrier. They claimed that because a tracking number had been generated, they could not refund me. They also stated that this was a recurring subscription service. *** automatic renewal law requires that the the terms of the offer should be clearly and conspicuously present. This may be accomplished by displaying the terms in larger type than the surrounding text, in contrasting type, font, or color to the surrounding text of the same size, and/or set off from the surrounding text of the same size by symbols or other marks that clearly calls attention to the language. In the attached e-mail confirmation from Hims and Hers, the renewal policy is in small easy to miss font. Additionally, once contacted, they did not issue a refund and instead shipped the product.

  

  Business Response

  Date: 01/26/2023

  Hi Sabih, 
  

  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. First and foremost, it is important to note that our products are built around a subscription model. Since you opted for quarterly shipments during the checkout process, your refills were set to be automatically billed and shipped every three months. 

  If you wish to change your refill date, you have the option to reach out to us for assistance. We are always available to help across all of our support channels (email, phone, live chat, and secure patient portal) with account-related issues or questions, including requests to cancel or postpone an upcoming refill. We do require a 48-hour notice ahead of the next scheduled processing date, which is outlined in our terms and conditions: **************************************************************

  Since we were not aware you wanted to postpone your shipment until after it was processed on 1/16, we were not able to cancel the order 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. 
  

  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: 01/29/2023

   
  Complaint: 18856303
  
  I am rejecting this response because:

  It is wholly insufficient.  They ask that customers provide a 48-hour notice ahead of the next scheduled processing date, yet they themselves provide no advance notice that they are sending a product and will charge the customer.  There is no obligation on the customer to set a "reminder" three months ahead of time, instead ******** law is sufficiently clear on the business's obligation to provide adequate notice.  I want to resolve this matter rather than escalating it, but will happily do so.  
  

  
  Sincerely,
  
  Sabih

  

  Business Response

  Date: 02/15/2023

  Hi Sabih, 
  

  Thank you for following up with us. At the time you signed up for our subscription service, you agreed to our terms and conditions: **************************************************************
  

  When you provided your payment information during the checkout process, you were provided with disclosures around how often and how much you would be charged. It is also important to note that this information was in the confirmation email you received (please refer back to the screenshot you sent us). That email also contained information about how you could modify your subscription, including cancellation options. 
  

  Since you did not request to cancel your subscription within the required time frame, we were not able to cancel that order for you. We have since canceled the corresponding subscription, which means you will not be shipped or billed for any additional refills of that product. We appreciate your understanding and wish you all the best moving forward.

• Initial Complaint

  Date:01/19/2023

  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.

  In October 2022, I investigated the Hims website as a way to provide me with a refill for my prescription medication. Upon completing the online process to obtain my current medication, I was informed that if the medical provider Hims uses approved my request, I would be charged $25 for one month of my meds. No written agreement was provided neither hard copy nor electronically, but I was pleased with this arrangement. Subsequent refills of this prescription are being charged at $85 and upon contacting customer support, it was explained to me that the $25 price was a one-time promotional price and that the normal price would be $85. The initial process requires the customer to establish an online account with Hims, complete with providing a form of payment for the monthly prescription. As I explained to customer service, not one part of the online account is dedicated to any price breakdown for the customer, it simply cannot be found on the website or any of the emails sent by Hims to me. I find this to be deceptive and asked to have a complaint be filed on my behalf with Hims. I am still in the process of carrying out this complaint with Hims.

  

  Business Response

  Date: 01/26/2023

  Hi ****,
  

  Thank you for taking the time to bring your concerns to our attention. First and foremost, wed like to apologize for any misunderstanding about the cost of your treatment. 
  

  During the checkout process, you were presented with a list of options. Since you signed up for a monthly subscription, your first order was discounted to $25.00. After that, you were charged the normal price of $85.00 per refill. This, of course, includes shipping, prescription adjustments, unlimited chat with your provider, and access to our concierge chat via the Hims app. 
  

  Although the price is specified as $25 / first month during checkout, we see the medical team did not notify you that the price would change after your first refill. Were terribly sorry about that. As a courtesy for our error, weve taken care of a full refund for your second order. You should see the $85.00 charge return to your account within the next **** business days, depending on your bank. We hope you find this solution satisfactory. 
  

  If youd like to discontinue your subscription, please get in touch with us at ************************************* at your earliest convenience (we require at least a 48-hour notice ahead of your next processing date to complete a cancellation). 
  Otherwise, you will continue receiving refills from us on a monthly basis. If you have any further questions or concerns regarding this matter, we welcome you to reach out anytime youd like. All the best to you moving forward.
  

  
  

• Initial Complaint

  Date:01/18/2023

  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 ordered hair loss treatments on Oct 25, 2022, and the order number is rtjHUJmde64. When I placed the order, I saw that the moneyback guarantee for 3 months was being promoted, and thus I was able to order even with uncertainty. Eventually it didn't work for me, and a couple of days ago I contacted the agent via chat to ask for a refund. However, I was told that the moneyback guarantee is no longer available now. This is a fake.

  

  Business Response

  Date: 01/23/2023

  Hi *****,
  

  Thank you for taking the time to voice your concerns. First and foremost, were very sorry to hear that treatment did not work the way youd hoped. We understand this is frustrating, however, it is important to follow the treatment timeline outlined by the medical team.
  

  When you were prescribed, your provider made sure to send you all of the proper resources and information to set you up for success. To access this information, simply head over to our secure portal at forhims.com/messages. It seems you used the product for about two months, which is outside of the projected timeline defined by the medical team to expect results. Regardless, our money-back guarantee is no longer available at this time. 
  

  Again, we truly apologize for the inconvenience. I can assure you that your subscription is no longer active, so you will not be charged for any additional products or services. If you have any further questions regarding this matter, we welcome you to contact us at your convenience. We wish you all the best moving forward.
  

  
  

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18833807
  
  I am rejecting this response because:

  I used the product for almost three months, and I've been loosing my hairs than before. The important thing is that your money-back guarantee was available when I placed the order. That's why I ordered the item with uncertainty.

  Sincerely,
  

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

• Initial Complaint

  Date:01/18/2023

  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 signed up for a subscription to one of Hims products. They charged me $150 for 3 months and sent me the first months supply. After 2 weeks, I had a very bad reaction to the product and their doctor told me to stop using the product and cancelled the subscription.I asked if I would get a refund. I think it would only be right to get months 2 and 3 since they never had to send those shipments.However, since they said my reaction was a common side effect they would not give me a refund.I highly advise against using this service.Still dealing with the reaction and no refund for unreceived product.Very disappointed.

  

  Business Response

  Date: 01/23/2023

  Hi ****, 
  

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

  First and foremost, it is important to note that you opted for quarterly shipments during the checkout process. For this reason, you were shipped and billed for a 90-day supply of medication. We do not send three separate bottles on a monthly basis, but rather one single bottle on a quarterly basis (which contains a 90-day supply of treatment). Keeping this in mind, we can assure you that you received the full supply of product you were charged for. 

  On another note, we are very sorry to hear you experienced a reaction after using treatment. We completely understand that any new symptoms - common or uncommon - are not ideal. We strive to be fully transparent about the potential symptoms users can experience, which is why the medical team provides resources and extensive information about any medication they prescribe at forhims.com/messages. This information was made available to you when your prescription was submitted and you can view it any time youd like. 

  If you were not comfortable moving forward at the time you were prescribed, we would have certainly canceled your order at your request. Since you opted to continue, however, you also acknowledged the possibility of experiencing certain symptoms related to your treatment. 
  

  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:01/14/2023

  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 tried Hims & Hers hair loss product but the side effects were unpleasant and unbearable. Their doctor recommended discontinuing and going to urgent care. I attempted to cancel but the app wouldn't allow me to cancel, just modify my delivery date. I removed my credit card information on 12/20/2022 and sent an email indicating that I wanted to cancel my subscription and cease any further attempts to charge my card. They tried to charge my card but it didn't go through so I contacted my credit card company to alert them Hims & Hers were trying to charge me for a product I no longer wanted. My credit card company advised me they couldn't block them but told me if Hims & Hers were to charge my card I could file a dispute. I filed the dispute and Hims & Hers told my credit card company their charge was valid because per their policy my order was already processed and due to the nature of the product they don't accept returns. My subscription was finally cancelled on the 12/21/2022 yet they ran the credit card I removed from their app on 12/29/2022 and shipped their product on 12/30/2022, Please see attachments as proof this company is trying to commit fraud.

  

  Business Response

  Date: 01/18/2023

  Dear ******,

  
  We would like to start off by apologizing about the series of events that took place after you reported the side effects that you were experiencing.

  
  We do see that you were told that your subscription was canceled before this order began processing. We also see that this counter dispute should not have been made on our end due to the timing of your messages to us.

  
  We will be working with the agents that mishandled your account to ensure that mishaps like this do not happen again.
  In regards to removing your payment information, a request needs to be submitted to our customer support team directly. The request will then be fulfilled after ensuring all active subscriptions are canceled.

  
  Please note, your subscription has since been canceled and your payment method has been removed from your account.

  
  Once again, we sincerely apologize for the frustration that was caused by our teams actions. If you have any other concerns regarding this matter, we welcome you to contact us at your convenience. Wishing you all the best moving forward.