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:12/23/2022

  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.

  This company refilled, shipped and process payment for a medication with not contact with customer before processing the order. This order is for a doctor prescribed medication and has been shipped to an address customer no longer resides at. The company made no effort to cancel, refund or try to intercept the drugs that were shipped overnight. Prescription with customers name is now going to new residents at the old address and someone can get hurt or hurt others with access to the drugs.

  

  Business Response

  Date: 12/29/2022

  Hello *****,

  Thank you for bringing your experience to our attention. Were truly sorry for any frustration and we completely understand your concern for the well-being of others. Please refer to the email we sent to you on 12/27 regarding your full refund. Additionally, **** will forward packages free of charge for up to 12 months after a move. We completely understand being worried about someone else receiving your medication but rest assured, your package will likely be returned or forwarded to your new address. Thank you for giving Hers a try, and we wish you all the best in the New Year! If you have any further questions please feel free to reply directly to the email we sent you regarding this matter.

  
  Warmest regards,

  
  

  Customer Answer

  Date: 12/29/2022

  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:12/19/2022

  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 have been wrongfully charged $147 dollars for a prescription I had cancelled to a bank account thats not even attached to the app I didnt even have downloaded until I saw I was charged I would like a full refund Screenshot of old card number attached is attached

  

  Business Response

  Date: 12/21/2022

  Hi ********, 

  
  We appreciate you taking the time to share your experience with us. Please accept our apologies for any confusion or misunderstanding regarding your subscription. I will do my best to clarify this for you. 

  
  We offer our prescription medications through auto-bill subscriptions to ensure that you receive your refills on a consistent basis. This is why we ask you to confirm your ******************/billing cadence during the intake process. 

  
  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 processing date. Refunds are not guaranteed in the event that an order begins processing before your request.

  
  Of course, there is also the option to snooze your subscription. We see you have used the snooze option back in April 2022. 

  
  Additionally, we see you updated your payment method in September 2022 and your refill was set to process in December. As a courtesy, you were issued a partial refund and our Customer Experience team followed up with you via the secure messaging portal located in your account regarding this. 

  
  Rest assured that your subscription is canceled. Unless you choose to make another purchase or reactivate, no further charges or shipments will occur. 

  
  If you have any questions or concerns about this situation, please feel free to connect with us via email at your convenience. We wish you the best.

• Initial Complaint

  Date:12/17/2022

  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.

  Hello,I called Him`s last month (November) and cancelled my subscriptions and received an email stating that is was cancelled. I Noticed this month (December) that they had charged my Credit card (Discover) $72.00, Order number - y1qQlp9CsJc. I emailed them them December 14th and informed that they charged my Credit card after I had cancelled the previous month and that I received email conformation of the cancellation. (see below) Now they are giving me the run around and will not credit or refund me. They make it impossible to cancel. This is what I am seeing online, and when I inquire from folks that have used their product I am hearing the very same. All I request is a full refund of the $72.00 charged to my credit card.Thank you,hims Nov 19, 2022, 1:14 PM Your subscription has been cancelled We're sorry to see you go.If you have any questions about your subscription, please reach out to us at **************************************** you changed your mind, or cancelled by mistake, you can always reactivate your subscription from your subscriptions page in your Hims account.

  

  Business Response

  Date: 12/19/2022

  Hi *******, 

  
  We appreciate you taking the time to share your experience with us. Please accept our sincerest apologies for your experience in attempting to cancel your subscription.

  
  Upon further review, we are happy to inform you that your order has been fully refunded as requested and our Customer Experience team has followed up with you via email regarding your refund. Rest assured that your subscription is also canceled. Unless you choose to make another purchase or reactivate, no further charges or shipments will occur.

  
  If you have any other questions or concerns about this situation, feel free to follow up with us via email at your convenience. We wish you all the best moving forward. 

• Initial Complaint

  Date:12/15/2022

  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 had initially subscribed to Hims in order to try the Finasterid/Minoxidil hair treatment. After receiving my first shipment, I decided it really wasn't for me and that it wasn't worth the money. I called the toll free number and spoke to a customer service representative about cancelling my subscription ahead of receiving the second shipment. He informed me that the second shipment had been sent and it was too late to refund my money but that he was cancelling my subscription. He assured me that I would no longer receive any products or be charged. Today, Dec 15th, 2022, I arrived home to find another shipment and discovered that I had been charged another $150. I was so upset to discover that my subscription had not been cancelled, despite being told it was. I logged into the website and sent a complaint forward about the matter. The response I got back was that my subscription was being cancelled but they could not offer me a refund (that sounds familiar). I am so livid right now having been told previously that everything was canceled only to find that it wasn't and now being told the same thing again. This sounds like predatory type of behavior on their part (someone "forgot" to cancel and they have no record of it). I will be disputing the charge with my credit card company and aggressively pursuing this matter further.

  

  Business Response

  Date: 12/22/2022

  Hi ****, 
  

  Thank you so much for bringing to our attention. First and foremost, wed like to sincerely apologize for the error on our end. 
  

  We see you were told your subscription was canceled back in September, however, it remained active through no fault of yours. Again, we are so sorry for any inconvenience. 
  

  Weve taken care of a full refund for your latest shipment, which you should see return to your account within five to ten business days. 
  

  We also see youve canceled your subscription at this point, so we can assure you that you wont be shipped or billed for any additional refills. 
  

  If you have any other questions or concerns regarding this matter, youre welcome to get in touch with us at your convenience. We thank you for your time and the opportunity to make this right. We wish you all the best moving forward.
  

  
  

• Initial Complaint

  Date:12/08/2022

  Type:Delivery 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.

  12/4/22 Charged ****** for product. Due to an email from the company I responded on keeping a prescription open. I answered the questions on the email. They sent out product not telling me until after it was shipped. Billed my credit card that they had on file. I try to cancel the order and they say they need 48 hours prior to shipment to cancel an order. It takes 5 days for the product to be delivered. They can cancel the order from being delivered. They do not give 48 hour notice that they are shipping the product. DHL shipping number **************************. Dec. 4th. order number fEaNUjgW3LM

  

  Business Response

  Date: 12/15/2022

  Hi *****, 
  

  Thank you for taking the time to voice your concerns. First and foremost, were so sorry for any confusion or frustration you experienced during your time with us. 
  

  We understand there may have been a miscommunication regarding your order, so weve followed up with you via email to provide you with some clarification. 
  

  If you have any further questions or concerns regarding this situation, please feel free to contact us at your convenience. All the best to you moving forward.
  

  
  

  Customer Answer

  Date: 12/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, they don't care to respond to the

  fact that their need for 48 hours to stop an order when the customer doesn't recieve a 48 hour window notice before they ship.  

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

• Initial Complaint

  Date:12/07/2022

  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 November 28th 2022, I made a purchase for medication from Hims & Hers Inc. This was for a 30 day supply of 10 pills. After receiving the medication I took one of the pills within days following the directions that came with the medication. There was no effect at all, a day later I took another dose again with no effect. I was then told by a rep from Hims & Hers Inc. that they could sell me more so I can double the dose. As I was not getting results I was not going to spend more money on more of the same pills. They also said because it was the same medicine I could just double the current dose of the medication I already have. I tried this as well, again with no results. The company, Hims & Hers Inc. offers a 60 day money back guarantee, stating on their site, "You are eligible for a full refund of price paid for up to the first 60 days of the prescription product if the following terms and conditions are satisfied" As The medication was not working, and even a double dose was not working for me I requested a refund. I was only given 50% of my money returned not the "full refund" that is stated on the company site. They claim this was because I did not wait till after the 30days, so when the medication was not working, even at a double dose I made the decision to not continue to take more I am being penalized because I did not want to continue to take medication that was not working.

  

  Business Response

  Date: 12/14/2022

  Hi *****, 
  

  Thank you for taking the time to voice your concerns. First and foremost, were very sorry that treatment did not work as youd hoped. 
  

  In addition to that, we certainly understand that your experience with us was not ideal and apologize for any frustration. Certain medications may require time and/or slight adjustments to help you achieve the desired effect. 

  We encourage users to speak with their provider in cases like this, as they are authorized to give advice and work with you to determine an effective treatment plan. This is a process, which is why we typically honor refund requests within a specific time frame. 
  

  Regardless, our intention was never to make you feel penalized for not continuing the medication as we understand it was not working for you. 
  

  Weve followed up with you via email to discuss this further and hope you find the solution we offered satisfactory. Again, we are terribly sorry for the inconvenience and greatly appreciate the opportunity to make things right. 
  

  If you have any other questions or concerns about this situation, feel free to follow up with us via email at your convenience. We wish you all the best.
  

  
  

  Customer Answer

  Date: 12/16/2022

  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:12/06/2022

  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 October 4th I chatted online with someone from Hers about skin cream. I expressed that I was looking for a skin cream that would help with acne and wrinkles. I was given a "custom" skin treatment containing tretinoin, the strongest retinoid. I began my subscription and paid the full amount for the first month's delivery. I was told to use the product once per week at first and slowly work my way up. After using the product as directed for 2 weeks, I began noticing horrible side effects. My skin was red, itchy, and flaky. No matter how much moisturizer I used, my skin was so painful and dry that I could no longer wear makeup. I also began noticing large, painful, cystic acne bumps under my skin that lasted for weeks. I have never experienced this before. My skin looked and felt horrible. The customer service at Hers advised that some dryness and irritation were possible, but upon looking into the matter online, I read multiple articles stating that tretinoin causes your skin to "purge" which I was not warned about. I cut out all other skin products so as not to irritate my skin, but by November 5, my skin was worse. It looked like I was suffering a rash, and was very painful. I asked my esthetician and she said some skin cannot tolerate tretinoin as it is very strong and not for everyone. I stopped use immediately, canceled my subscription, and requested a refund from Hers but was told I had to continue using the product for 60 days before getting a refund. This is very dangerous. I don't know of any other store or company that would force you to use a product that you are allergic to/having a bad reaction to in order to get your money back. I never received another response from customer service even when I asked why I got a text saying a NEW order was being prepared and my card was charged which I did NOT authorize. I had already canceled my account at this time and did not speak to anyone about a new product or charging my card.

  

  Business Response

  Date: 12/19/2022

  Hello *****,

  
  We are terribly sorry to hear about the reaction that you had to your treatment plan. Weve reviewed your account and would like to sincerely apologize for any confusion regarding the refund and miscommunication when chatting with our team. Our Customer Experience team asked you to respond within a certain amount of time to be eligible for a refund, as only medical providers are qualified to give medical advice. We would never ask you to keep using a product that you had an allergic reaction to, my sincerest apologies for any misunderstanding. 

  
  Please refer to the follow-up email we sent to you on 12/7/22. Weve gone ahead and sent you a full refund for your purchase and your second order was canceled so you were not charged for it. Please respond to the email if you have any further questions or if we can help you going forward. We appreciate you looking into Hers and thank you for taking time to share your experience. We hope you and your family have a wonderful Holiday season!
  

  
  

• Initial Complaint

  Date:12/06/2022

  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 have been charge for the second time , I tough I had bought just one time but I havent receive the product yet!

  

  Business Response

  Date: 12/12/2022

  Hi *******, 
  

  Thank you for taking the time to voice your concerns. We understand the experience you had with ** was not ideal and we intend to rectify the situation as soon as possible. 
  

  First and foremost, we are so sorry that your first shipment did not arrive. Had we been aware this happened sooner, we would have certainly initiated a free replacement for you. Since it has been over 30 days, however, the window to replace the order has closed. We will certainly follow up with you via email to further discuss your options and determine the best solution.

  On another note, the reason you were charged a second time is because you signed up for a quarterly subscription with us. Per the guidelines outlined at the time of checkout, you were set up to receive recurring shipments every 90 days. We sincerely apologize for any confusion or misunderstanding about that. 
  

  We 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 other questions or concerns about this matter, please dont hesitate to get in touch with us at your convenience. We wish you all the best moving forward.
  

• Initial Complaint

  Date:12/05/2022

  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 was interested in purchasing a product from the Hims/Hers company via mobile account setup. After I inadvertently signed up for a subscription on 9/4/22 and saw a charge I immediately called and cancelled the order and was reimbursed. However, they still kept me signed up for the subscription service which then charged me again on 11/23/22 for $117. After seeing the charge, I called customer service to request a refund because I didn't order the product. They assured me that once I received the order I could request a refund. I never received the product so I wasn't able to request the refund. I then proceeded try to recoup my money by reaching out to customer service via email. After a few back and forth emails, they determined that they wouldn't be receiving my refund due to their 48-hr cancellation policy. I reiterated several times that I never wanted nor received their product but they still refused. From ***************** At this time, I am unable to issue you a refund for your order, BIuiNzRlT0, for Finasteride Minoxidil Kit (90-day supply). Hims policy is such that a 48-hour notice is required before an order is processed to guarantee a cancellation or a refund. If you would like to know more about this policy, you can get those details with this link: https://support.forhims.com/hc/en-us/articles/360031526911-what-is-your-refund-policy-.

  

  Business Response

  Date: 12/12/2022

  Hi *****, 
  

  We appreciate you taking the time to share your experience with us. We sincerely apologize for any misunderstanding and can certainly clarify why your subscription remained active.
  

  Although you chose to cancel your first order back in September, we never received an explicit request to cancel your subscription at that time. After canceling your order, the team member who assisted you followed up with you twice via email to inform you that your subscription was still active. 

  Since they did not receive a response, your subscription remained effective until you reached out to cancel it. This was after your second refill was processed in November. 
  

  Our sincerest apologies for any confusion or inconvenience, however, a cancellation must be requested at least 48 hours ahead of your scheduled refill date. This is outlined in our terms and conditions, which you can read here: https://www.forhims.com/terms-and-conditions
  

  Due to the nature of our products, we also do not accept returns. Again, our apologies for any inconvenience that *** cause. 
  

  Rest assured your subscription has been canceled at this point, which means you will not be shipped or billed for any additional refills. If you have any other questions or concerns, feel free to get in touch with us at your leisure. 
  

  We wish you the best moving forward.

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18527854
  
  I am rejecting this response because:when I initially cancelled the service, it wasnt completed and they tried to scam me by saying I had signed up for a subscription when I didnt. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/04/2022

  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.

  On 12/4, I contacted Hers for a primary visit. I had a skin rash, and since it was the weekend, I was hoping to be able to get a prescription sent to the pharmacy. I completed the information, took a picture, paid the $39 fee, and waited to hear back. They got back to me very quickly, and a doctor told me that because it was a skin rash, it needed to be examined in person -- it was a very standard reply about how they were sorry they couldn't help me. The problem is they won't refund me the $39 I paid. I went on a live chat with customer service, and they said that's the fee for the consultation. Any other time I've used a telehealth service, they will refund me if they don't provide treatment. I shouldn't have to pay $39 for a medical professional to look over my information for two minutes, tell me to go to a regular doctor, and have nothing achieved. Now, I'm out $39, and I still have to go to my regular doctor for treatment. I feel as though there should be a disclaimer concerning rashes as areas they treat. As the doctor said in my message, "it needs to be examined in person" then why claim they can treat this type of problem? It feels like they're taking money from hardworking individuals when they don't even treat the problem. It's not right.

  

  Business Response

  Date: 12/12/2022

  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 assess your health information and 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. We wish you all the best moving forward.