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:01/12/2023

  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.

  Poor indtructions on their website for canceling a subscription. I messaged them from their website telling them I eanted to cancel and delete my account. 3 months later they auto deducted a payment which I did not autherize. Calling them twice, first lady said I'd get a refund. Then 24 hours later called again and only wanting to offer only a partial payment. There is no clear way to remove your account or payment information from their website. So they use this to make the fault on the customer.

  

  Business Response

  Date: 01/18/2023

  Hello ******,

  We appreciate you taking the time to share your concerns with us. Upon researching your account, it shows that our Customer Experience team refunded half of the cost for you straight away for the unexpected order. The team has limitations on what tasks they can perform, and oftentimes need approval from upper management.  It appears the order was disputed before the request was approved for you. Our sincerest apologies, once a charge is disputed, were unable to process the refund. It is then considered the banks decision as they complete their investigation.

  Were always happy to discuss this further with you, were available via chat, email, secure messaging portal, or phone from 5 am-8 pm PST seven days a week at ****************. Thanks for giving Hims a try, hope to see you back soon!

  Warmest regards,

  
  

• Initial Complaint

  Date:01/12/2023

  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.

  Date of transaction: 01/12/2023 Amount of money paid: $215.22 Company: Hims (www.forhims.com)This business committed to provide me with hair growth products.Dispute: I attempted to cancel an order today and the provider (Hims) refused. Hims provides a subscription service where you can snooze or cancel the subscription. I have been snoozing it for months and failed to do so before 01/12/2023. As such, and without prior notification of an upcoming charge from Hims, Hims processed the shipment and subscription amount of $215.22 on 01/12/2023. As a result, first thing in the morning of 01/12/2023 I called into their customer support line to cancel the order and, by policy, they refused to cancel it arguing that a shipping label had been printed ***** tracking number **********************) and that the package would not be easy to find for retrieval before pickup. As of this time 11:08 EST the shipping carrier designated that the shipment has not been picked up yet.. providing Hims with an opportunity to keep their product (and not shipt it) via minor operational hassle on their (the shipment has not left their warehouse). To make matters worse, they won't accept returns either. This practice is predatory since they give the customer no recourse to reject the product and receive a refund even though the customer does not have the product in his/her possession or the product has even left their warehouse. Furthermore, they did not provide a heads up reminder of the up-coming subscription charge considering the fee is hefty and is not consistently charged (this is not a month-to-month subscription). This should be illegal. The following is the Hims order number: Px6uQlCjPNc. Additionally, their cancellation of subscription flow should be reviewed as it is confusing and doesn't present an immediate option to cancel.

  

  Business Response

  Date: 01/19/2023

  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. 
  

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

  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. We see you utilized the change refill date feature several times, including in December of 2022. In that instance, you scheduled your next shipment to process on 1/12/23. 
  

  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 1/12, 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. Please also note that we do not accept returns due to the nature of our products.

  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.

  
  

• Initial Complaint

  Date:01/12/2023

  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.

  They don't have a easy way to cancel their subscription. I emailed them and received an automated response. In my email I was clear I wanted to cancel and the only way to cancel is through phone or email. They had my email, but I never received anything more then an automated response. This was in December then now in January I am told even though I emailed, it was not canceled until I called and talked to someone. I never received any type of email from a real person regarding my email in December, but the person on the phone could pull it up and see it.

  

  Business Response

  Date: 01/19/2023

  Hi ******, 
  

  Thank you for taking the time to voice your concerns. First and foremost, were so sorry for any confusion or frustration you experienced when trying to cancel our services.
  

  We see you recently spoke with a team member who took care of a full refund for your latest order. You should see the money return to your account soon (typically within five to ten business days after the refund was initiated), depending on your bank. 
  

  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.
  

  
  

• Initial Complaint

  Date:01/11/2023

  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.

  Hims, Inc. recently pushed through a prescription order I had pushed off until April 2023. I was never sent an email giving me notice, nor any shipping confirmation. I had gone onto My Account a few weeks back and pushed this prescription back as late as I possibly could because I did not want it. I wanted to cancel altogether but they offer no cancellation feature unless you jump over the flaming lava pit that is their customer service. I tried to use their "snooze" feature several times and it was just frozen (weird, right?). Its like they want to lock you in an adhesion contract for stuff you dont want.I noticed the $165 charge and was quite irate, since I had not known they were just going to wantonly charge me at their discretion for stuff I never asked them to send and actively tried to stop. A customer service rep finally got in touch with me, ***** hours later just to give me a few canned answers about how I could not get a refund. After a back and forth, manager provided same canned answer. I had another prescription here I was more than willing to keep getting for $78 every 3 months. I told this manager if you truly valued your customers, you'd admit your glitchy service and inability to allow cancellations resulted in an unauthorized charge. I mean isn't $78 quarterly in perpetuity worth more to your company than a $165 charge that just makes me leave altogether? Well he just provided more canned answers and that was that.Ethically, I think its ridiculous a doctor does not contact me before sending out a prescription... I mean this is about my health, right? Then maybe a licensed medical practitioner ought to inquire about how said treatment is working? Also, the other prescription I had was always sent out like 5 weeks early. EVERY. TIME. I wouldnt even be thru half the one I received. This company is a sham, and sooner or later the government will be coming for these online pill *****.

  

  Business Response

  Date: 01/19/2023

  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. 
  

  First and foremost, it is important to note that our prescription products are built around a subscription model. During the checkout process, you were prompted to select your ******************/billing cadence. Since you opted for quarterly shipments, your refills were set to be automatically billed and shipped every three months. This was also outlined at the time you were prescribed. 
  

  If you wish to change your refill date, you have the option to reach out to us for assistance or do so via your account. We see you utilized the change refill date feature several times, the last time being in April of 2022. In that instance, you scheduled your next shipment to process on 1/1/23. 
  

  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 cancellation requests. 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 ahead of your latest refill date, your subscription remained active and your order processed on 1/1/23 as scheduled. We never, under any circumstances, move a users processing date unless it has been explicitly requested by the user themselves.
  

  While we are not able to 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.
  

  
  

• Initial Complaint

  Date:01/08/2023

  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 cancelled after the product didn't work. Didn't ask for a refund or anything, but somehow they keep trying to charge me and charge my card.

  

  Business Response

  Date: 01/12/2023

  Hello *******, 
  

  Thank you for taking the time to share your experience with us. We apologize for any trouble you had while attempting to cancel. Our records indicate that you have only been charged once on 09/02/22 for your initial order. Your card has not been successfully charged since that first payment. 

  
  Please rest assured that your subscription has been canceled and no further orders will attempt to process. Once again, we want to sincerely apologize for any inconvenience caused and wish you the best moving forward. 

  
  

• Initial Complaint

  Date:01/07/2023

  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.

  I purchased a 6-month supply of topical finasteride/minoxidil from hims because of concerns about oral finasteride side effects. They and other sellers of topical finasteride market their topical product as having a lower side effect profile than the oral treatment, according to existing research. I experienced sudden loss of libido & severe ** after less than three weeks of use. According to the company's information page for the product, common side effects are limited to skin issues (flakiness, dermatitis, etc.) and sexual dysfunction is mentioned in a separate list with the warning: "If you develop any of the following symptoms, please stop using this topical medication and contact your medical provider right away." I followed these instructions and reported the symptoms to their 3rd party doctor. I was advised to stop using the product and my subscription was cancelled. When I asked for a refund, I was told, contrary to their website's information, that my side effects were "common" and therefore ineligible. When I pointed out the discrepancy, they changed their language from "common" to "known." The terms and conditions page doesn't mention side effects at all, and states that the product must be used consistently for 60 days before any refund can be considered. By following their safety ******************* licensed medical advice, I made myself ineligible for a refund. This is a highly irresponsible policy that incentivizes customers to continue taking medication that *** be giving them serious side effects. In addition, since I only used the product for a few weeks, the second bottle of my 6-month supply is still sealed and unused. I am also still within the 30-day return window, yet again, I can't get any money back because I followed their safety protocols & medical advice.

  

  Business Response

  Date: 01/12/2023

  Hi ****, 
  

  Thank you for taking the time to voice your concerns. First and foremost, wed like to sincerely apologize for this experience. We understand that the initial outcome of your request was not ideal, especially considering the circumstances. 
  

  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.
  

  
  

  Customer Answer

  Date: 01/13/2023

  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.

  A copy of the email I sent to the company:

  Thank you, ___, I appreciate your help. I don't know how to improve or clarify your policies regarding side effects in a way that would be compatible with your business, but I can say that they are not as clear as they should be. Customers should definitely not feel as if they are risking their right to a refund by following the advice of your licensed medical providers. Thank you again for your intervention.
  

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

• Initial Complaint

  Date:01/06/2023

  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 requested cancellation of a subscription to Sertraline on 28 November 2022. Two days later, they sent me a "How would you rate the service you received" e-mail. I did not see the cancellation processed yet, but because of this e-mail, I assumed it was in progress. My order was due to ship on 3 December 2022, so to ensure this didn't happen, I clicked the 'change ship date' to 3 January. I only did this because I wanted to ensure I would not be charged for this subsricption that I had requested to be cancelled. Then, on 3 January 2023, I noticed that my card had been charged $147 for this subscription that I had clearly requested to be cancelled. I reached out to HIMS customer service and they told me that they could not refund me because the order had already shipped. This is unacceptable. My request to cancel was never actioned and if there was any question into my intent to cancel after I changed my ship date, someone should have reached out to me rather than to just ignore my request. I am seeking return of the $147 that was billed on January 3rd.

  

  Business Response

  Date: 01/09/2023

  Hi ***********, 
  
  

  Upon looking further into your account, we can confirm that we did receive your request to cancel on 11/28/22. We can also confirm that we promptly responded to your email with instructions on how to cancel your subscription. Our records indicate that rather than canceling, you adjusted your subscriptions refill date to 1/3/23, hence the new order processing. Once this adjustment was made, we did not receive any additional communication from you so we were unable to stop that order from processing. 
  
  

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

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18694840
  
  I am rejecting this response because you claim that I was provided instructions on how to cancel my subscription after I requested the cancellation on 28 November (as you claimed).  That is 100% false and I never recieved that instruction.  Because I never received that instruction, I moved the ship date out a month to provide more time for my cancellation to be processed and to prevent this exact situation where I was shipped and billed for a product that I did not want.  There was no communication on my part that I did not want my subscription cancelled and there was no outreach to clarify my intent (if it was unclear on your end).
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:01/05/2023

  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.

  My husband had signed up for a monthly shampoo delivery. Last month I asked him to cancel the subscription ** he no longer uses it. He was unable to find a way to cancel on the website, so he called 2 Jan 2023. They canceled for him, and on the same day we get. Charge of $270. They claim a six month supply went out on the 1st of January and they cannot refund the charge, and told us to simply file a dispute with our bank, which we have done. This business practice and lack of customer service seems shady and needs to be rectified to protect the consumer.

  

  Business Response

  Date: 01/09/2023

  Hello *****,

  
  Thank you for taking the time to connect with us and share your concerns. We would like to sincerely apologize for any inconvenience caused and help clarify any confusion. Upon researching your account, we can confirm you reached out to cancel your subscriptions on 01/02/2022. At that time you had a pending refill that started processing for you on 01/01/2022.

  
  As advised at the time of checkout when you sign up, we are a subscription-based service. We bill and send your treatments at the frequency you choose. The order that you were recently charged for had refilled as scheduled and had already completed processing at the time you contacted customer support. When requesting that an order be canceled or rescheduled, we do need at least 48 hours notice before the processing date to ensure we are able to complete this request.

  
  However, all subscriptions associated with your account have since been canceled to avoid any similar misunderstanding from happening in the future. We do apologize for any confusion caused and genuinely appreciate you taking the time to surface your concerns.
  

  
  

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18692738
  
  I am rejecting this response because:
  

  There was no courtesy notification that the subscription was about to process, which usually reminds the consumer of the pending charge, thus giving them the opportunity to cancel if they do not wish to continue the subscription.  Since the last charge was 6 months previous, I believe this should be a standard courtesy reminder from your company.  The item arrived yesterday and was returned to sender: refused.  Please credit my account upon its return back to your facility.

  Thank you,

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

• Initial Complaint

  Date:01/05/2023

  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.

  "Hims & Hers **** subscribes medications to individuals based on a few questions. When meds are determined, it's sent with no ability or opportunity to say no or even ask questions regarding meds before sent! At the time, I did not know that. I was simply filling out questions to see what they would say. I thought there would be a couple of more steps such as: 1)see what med they recommend, 2)learn about med and have opportunity to ask questions of doc or pharmacists, 3)accept med to be delivered. But I was not given any of those opportunities. After that, medicine was sent to me that I did not want because it's a major med and dangerous (after researching it online). After receiving it, I called and explained that I did not approved to this med and that I wanted to return it and they told me no returns! I Then three months later, they sent another one to me and charged my card again around $150. I called the company again and told them I wanted to return no matter what this time because I had already called them previously on this and got stuck with purchase and they are sending it again! The lady said she would try to cancel the subscription (which I thought they cancelled and didn't agree to in the first place). She also said she would see about the refunds. I told her that if they send any more, I am cancelling my credit card for them and will not pay! I also told them I was calling BBB to complain. She said she will send me an email in few days to see if my subscription can be cancelled and money refunded.

  

  Business Response

  Date: 01/11/2023

  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, 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 treatment. After your prescription was submitted, we did not receive further communication from you in our secure messaging portal. For this reason, your provider was not aware that you were uncomfortable moving forward. 
  

  Additionally, it is 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 quarterly shipments, your refills were set to be automatically billed and shipped every three months. This was also outlined when you were prescribed. 
  

  It is true that we do not accept returns, however, the medical team is always happy to make adjustments or help you switch treatments as they see fit. We do not have record of any communication from you until 1/5/23, otherwise we would have certainly taken the necessary steps to ensure your concerns were properly addressed. 
  

  Since we were not aware you did not want to move forward with treatment, your subscription remained active until recently when we received notice of your desire to cancel. To ensure you did not previously contact us from a phone number we do not have on file, we have followed up with you via email. We will also further discuss the status of your refund. 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:01/02/2023

  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 tried a subscription product from Hers that renews every 90 days. I was not very happy with it and planned to cancel and was surprised to see I was charged for a new order after just 7 weeks. I read the original order which showed under Terms and Conditions that I had 80 days to cancel so I reached out to cancel - it had been ****************************************************************************************** a refund. They also had the nerve to tell me it had been 80 days and that was why they couldnt refund me - 10/24 to 1/2 is definitely not 80 days. I also felt like they provided conflicting information about how to use the product - wet hair/dry hair, once daily/twice daily, etc.

  

  Business Response

  Date: 01/03/2023

  Hello ******,

  
  Thank you for voicing your concerns and Im terribly sorry for the inconvenience. Please refer to the email you were sent on 1/3/22 regarding your full refund. We shipped pre-holiday orders a few days early to ensure patients received their medication as a courtesy as the pharmacies were closed to spend time with their families. We understand that you planned to cancel and have been fully refunded. Again, our sincerest apologies for the trouble. We hope to see you back in the future and wish you all the best!