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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/02/2022

  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 September 19th, 2022 I ordered a product from Hims.com. I received the product as ordered and there were no issues. On Thursday December 1, 2022 I received an identical product from the company that I did not order and was charged again. I contacted customer service for a refund and was told that I signed up for a subscription and they were unable to issue a refund. The customer service representative, ****, explained that this is outlined in the checkout process, but this is not clear. I am very concerned that this company is signing people up for subscriptions and then refusing to refund once they have the customer's money for not reading the fine print. As further evidence to the fact they know this is an issue, on their "outgoing" survey they have a box to check that reads, "I didnt realize I was signing up for a subscription."

  

  Business Response

  Date: 12/05/2022

  Hi *****,

  
  We appreciate that you took the time to reach out and we apologize for any confusion surrounding your subscription.

  
  When ordering an over-the-counter product, our customers are given the chance to sign up for a one-time purchase or a subscription that will auto-charge and ships out at the cadence that is chosen at checkout. After researching your account, we do see that you chose to be billed every 60 days for your preferred treatment.

  
  Once you alerted our customer care team of your desire to cancel, your request was handled promptly and efficiently. Due to the medical nature of the treatments offered on our platform, we are unable to accept returns of items once they have left the hands of our partner pharmacies.

  
  Again, we appreciate your time and wish you all the best moving forward.
  
  

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18514831
  
  I am rejecting this response because: While the business is claiming that I chose to be billed every ********************************************************************************* a prominent location. I did not have knowledge that I was signing up for a subscription and at no point was I clearly warned that I was doing so. The product I purchased was not a product that would make a reasonable person believe they were signing up for an automatic delivery. To be clear, this product was purchased without any consultation from a medical professional. I do agree that the response from the business was quick, but I disagree that the business offered any assistance other than explaining they were unable to issue a refund. I am very disappointed in my interaction with this business and believe that I have been taken advantage of by being signed up for a subscription I did not want.

  
  Sincerely,
  
  *****

• Initial Complaint

  Date:12/02/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company was supposed to bill me and deliver medicine every 90 days. They billed me and shipped the medicine early before I could cancel the subscription. They refused to take back the medicine they sent before they contracted date and refund my money. I want my money refunded.

  

  Business Response

  Date: 12/14/2022

  Hi *****, 
  

  Thank you for taking the time to voice your concerns. We completely understand where youre coming from and are more than happy to clarify.
  

  Keep in mind that you are billed for your medication at the time your order begins processing at our partner pharmacy. Processing itself can take 1-3 business days while shipping is an additional 5-7 business days. For the quarterly cadence, we start the fulfillment process at the 80-day **** to ensure you receive your medication in as timely a manner as possible. 

  If we were to process your refills at the 90-day ****, you could potentially run out of medication before the next supply arrived. In other words, your refills are processed ahead of time to prevent a lapse in treatment.

  Regardless, we understand you were under the impression that youd be billed at the 90-day ****. We sincerely apologize for any inconvenience and can assure you that your subscription has been canceled effective immediately. 
  

  Weve also followed up with you via email to provide you with more information. We hope you find the solution we offered satisfactory. Wishing you all the best moving forward!
  

  
  

  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. Thanks for helping!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/28/2022

  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 used Hims Hers for generic ****** for 3 months August through November 2021. I canceled my account with them in November. This company resumed my shipments and monthly charges in August 2022 without my consent. I had since moved from the address they were shipping controlled drugs to. And I provided no update to my account as I had terminated my subscription.I have received no email from the company regarding resumption of shipment.I did not notice the monthly charges resuming.The company denies my cancellation however they cant explain the lack of monthly shipments for January 2022 through July 2022. Shipments resumed without my consent. My request to speak with management was denied on a call 11/28/2022 at 1:14 PM lasting 41 minutes. The person on the phone would only provide her first name. If you need this for the complainant please let me know.

  

  Business Response

  Date: 12/06/2022

  Hi ******,
  

  Thank you for taking the time to reach out and tell us about your experience. First and foremost, wed like to apologize for any inconvenience or frustration that occurred during your time with us. 
  

  We always strive to give users the best experience possible, which means providing the proper tools and knowledge to effectively make changes to their account in as timely a manner as possible. 
  

  We never, under any circumstances, reverse a cancellation unless there is an explicit request to do so from the user themselves. Rest assured that your subscription is no longer active at this point, which means you wont be shipped or billed for any additional shipments. 
  

  In regards to your other concerns, weve followed up with you via email with more information. We wish you the absolute best moving forward.
  
  

• Initial Complaint

  Date:11/23/2022

  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.

  I'd give zero stars if it was an option. As the person below my comment, I also ordered a ************************************************************************************************************ I was charged for another 90 days, and they refused to issue a refund. I have medical bills to pay and now that this happened it caused me to overdraft my account. The product in and of itself was great but I can no longer afford it and was also still unaware they'd auto prescribe me again for another 90 days WITHOUT MY CONSENT. DO NOT use this company, they are SCAMMERS.

  

  Business Response

  Date: 12/01/2022

  Hello *****, 

  We apologize for any misunderstanding of our process and would like to thank you for bringing this to our attention. We recently reached out to you regarding your concerns, and Im happy to share that information with you here as well.

  As we advise 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. When canceling an order, we do need at least 48 hours notice before an order begins processing. 

  In the research of your account, we can confirm that prior to 11/22/2022, we had not received any request to cancel or pause your subscription.  
  

  We value your time and wish you all the best moving forward.

  
  

• Initial Complaint

  Date:11/22/2022

  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.

  I placed an order with the business and cancelled the service immediately, I was told all services and subscription was cancelled and now Im being charged for a service I cancelled and havent received. I was also told that they processed my order on the 18th of November, but I never received a confirmation email stating this order being processed. I just now today received an email about the order being processed seven days after I cancelled the service

  

  Business Response

  Date: 11/30/2022

  Hi LeRome,

  
  We appreciate that you took the time to reach out about your experience and were so sorry for the frustration this has caused.

  
  We do see that you emailed us about canceling your subscription soon after you were approved for treatment and notified by a provider that your order would begin processing immediately. You took care of the subscription cancellation on your own but, unfortunately, canceling a subscription does not stop any order(s) that are being fulfilled by the pharmacy. Per our terms and services, a request to stop an order needs to be made directly to our team using any of our contact channels (email, phone, live chat etc).

  
  When you got a hold of a customer experience member about your order, it had already been marked as delivered. Due to the medical nature of our platform, we are unable to accept returns of items once they have left the hands of our partner pharmacies. This is to ensure the safety of all parties involved.

  
  We wish you luck on your continued health and wellness journey!

• Initial Complaint

  Date:11/22/2022

  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 cancelled service after I was dissatisfied with their product in August-September of 2022. After several months, I saw an email saying that an order was shipping to my old address despite my earlier cancellation. I called hims and hers to tell them I had already cancelled and that I wanted them to refund this order and hold it from shipping. Hims and hers refused to do so and claimed that I would need to show proof or confirmation (which they never provided to me) that I cancelled service previously. Very low moral company with shady practices. They offered to send a replacement package to my new address but somehow cannot refund the order and take it back?

  

  Business Response

  Date: 11/30/2022

  Hi *****,

  
  We appreciate that you took the time to reach out and were sorry to hear that theres confusion regarding your subscription.

  
  After  taking a look, we were unable to find a cancellation request made using the email address or phone number on file for you. We did try to follow up about an alternate contact method in order to locate any potential requests.

  
  While we were not able to locate any, we do see that you successfully logged in and cancelled your subscription after the order shipped out. As mentioned in our terms and conditions, we do need at least a 48 hour notice before an order starts processing to make any adjustments, including cancellations and address updates. Again we apologize for any inconveniences this has caused.

  
  We appreciate your time and wish you all the best moving forward.
  
  

• Initial Complaint

  Date:11/13/2022

  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 was so hopeful for this service... A few months in I've been charged for more medication that I did not approve, authorize, or even get as the result of an updated provider check-in. Not even an email to warn me, just a $147 charge to my account a few days before payday. This resulted in an overdraft in my bank account on a Friday federal holiday. When reaching out to support I was essentially told, oh well. I have canceled my account with this company, but I am so appalled that a company whose main customer base is made up of people struggling with mental health and without other resources (like access to traditional health insurance) would have such an aggressive automatic, no warning subscription model. I thought I would at least hear from my "doctor" before being charged and shipped 3 months of medication without consent! I wish I would have checked the BBB ratings before getting into this mess. I hope there will be some eventual protections from scam companies like this one from charading as mental health support for vulnerable members of society.

  

  Business Response

  Date: 11/22/2022

  Hi *******, 

  We appreciate you bringing this to our attention and would like to sincerely apologize for any inconvenience this may have caused. For every one of our customers, we hope and work to meet their expectations.

  When you signed up for your subscription on 08/22/2022, you were asked what shipping cadence you want to receive your refills on, and your refills are sent out in accordance with your preference. At the time your subscription was active you had chosen to receive refills every 3 months, which is the reason why a refill started processing out to you on 11/10/2022 to assure you receive your order on time. We truly apologize for any confusion this may have created.

  Additionally, when you sign up for our services you provide thorough information that allows our medical team to determine whether or not you are eligible for treatment on our platform. Once a provider reviewed your information, you were sent a message addressing your concerns and detailing your treatment plan, including the billing and shipping cadence. 
  Although Hims & Hers does not provide an order reminder service, you can always view the date of your subsequent order in the "subscriptions" part of your account and make any necessary changes before it happens.

  We value you sharing your experience with us and want you to know that we do take your feedback seriously, as we are always working to improve our customers experience. 

  We appreciate your time and wish you all the best moving forward!

• Initial Complaint

  Date:11/08/2022

  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.

  Initially signed up for a six month HIMS subscription for hair loss products including shampoo, Minoxidil, Finasteride, and related nutritional supplements. After receiving the first shipment, I elected to discontinue using the shampoo and Minoxidil and deactivated the auto-renewal of the subscription. Six months later, I discovered two charges on my credit card for renewal orders. While I had received an email from HIMS stating, "Action required - complete your express check-in" (I never acknowledged), I never received a shipment notification. It's common sense that an email stating, "action required" that is not acknowledged would prevent subsequent action from taking place. That was not the case, as the order processed anyway. Secondly, it is quite obvious HIMS does not send shipment notifications precisely for the very reason I'm complaining - because if they did, there is a higher probability customers will cancel or suspend their subscriptions prior to shipment. Of course a call to customer service resulted in the agent advising that once products were shipped, there was nothing they could do. This is abysmal customer service at a minimum and potentially fraud. While it's only a few hundred dollars, I will most-likely pursue legal action out of principle and will of course work with my credit card issuer to deny the charges.

  

  Business Response

  Date: 11/17/2022

  Hello ******, 

  We sincerely apologize for your negative experience, this is not at all what we hope for our customers.

  Regarding the emails you received, to clarify they were sent as follow-*** to prompt you to check in with a provider and to invite you to get in touch if you had any questions or concerns. Unfortunately, before any refills were processed, we had not heard from you regarding your decision to cancel. We also always aim to dispatch refills in accordance with the preferences you select in your account. We do apologize for the confusion here, and appreciate the feedback on notification preferences.

  We sincerely value our customers, and they are always welcome to get in touch with us through any of our channels if they need support.
  

  We hope the best for you!
  

  
  

• Initial Complaint

  Date:11/01/2022

  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.

  I cancelled my subscription on 10/29/22, after contacting the company back in September attempting to cancel, and they claimed they couldn't find my account. On this same day, I received a confirmation that they cancelled my account, however, then they charged me $136.00+ for a refill I didn't authorize. And now they are refusing to refund me even though they shipped it AFTER I cancelled, and after I made multiple attempts to cancel. We are living in difficult **************** and a disabled veteran, who sacrificed for this country deserves better and deserves to hold on to their money. I would like a refund immediately and any product returned to them. I would not recommend them to anyone. There practices are fraudulent and aim to scam and deceive customers.

  

  Business Response

  Date: 11/02/2022

  Hi *******, 

  
  Thank you very much for giving us an opportunity to connect with you. We know that taking time to share genuine experiences isnt always convenient, and apologize sincerely for any misunderstanding regarding your account. 

  
  It does appear that initially you connected with us via an email address that we did not have on file. Since we could not link the email you contacted us from to an active account back in August, our customer experience team replied to you twice, asking for basic additional information to ensure we could locate your account. Were sorry that you never got back to us, and that we are not able to do more to satisfy you this time around. 

  
  We appreciate our customers tremendously, and they are always invited to correspond with us in any of our communication channels for assistance. 

  
  Thank you for your consideration and effort. We wish you all the best!
  

  
  

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18343869
  
  I am rejecting this response because: I tried multiple times. And on the day I cancelled the subscription, you then shipped the product and charged me. You should be ashamed of how you're treating a disabled veteran that needs every bit of their income during these challenging times. Your products do not work. You do not care about your customers, and you are a terrible example of a business. All I want is my refund. I will return your lacking products and ship them to you. And I will continue to dispute the charges. Your practices are fraudulent, as you give NO notice as to when a shipment will go out, so you don't offer your customers a fair opportunity to cancel their subscription 48 hours before it ships out. YOU have more responsibility as a business to use best and transparent practices that support your customer's needs. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/22/2022

  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.

  I cancelled the subscription to their product within a few days of ordering, figuring I'd rather speak to a physician first before purchasing medication. They guaranteed a refund if cancelled within three months. Not only did they not cancel, or refund me, but a recurring charge recently hit my account. In total, I am due a refund of at least $300. I need to comb my account statements and be sure that there are no other charges. But I am pretty sure there aren't.

  

  Business Response

  Date: 10/31/2022

  Hi ****, 

  
  Thank you very much for your feedback here. Im sorry that youre not satisfied with how weve handled your request. Wed like to clarify that our money-back-guarantee is a generous policy that does allow us to refund customers for a number of reasons. Were happy to share that weve refunded you for your most recent order as a courtesy. You should have received an email on this matter, separately.

  
  In the future, please keep in mind that our money-back guarantee does not offer refunds for every instance. While we enjoy meeting our customers expectations, a changed mind 30 days into a treatment plan does not fall in-line with our policy. 

  
  We sincerely wish you all the best in your pursuits for optimal wellness, and hope you have a great rest of the year. 

  
  Take care.