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:10/20/2022

  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 attempted to begin a treatment plan and added on shampoo and conditioner. The shampoo and conditioner billed immediately while the treatment needed reviewed by a medical professional. The treatment was denied and I was told I needed an in person consultation. Within two hours of starting the process and I sent an email to cancel everything. I got an automatic acknowledgment stating I needed to cancel subscriptions in my account. I replied back that since treatment was denied there were no subscriptions to cancel, just the shampoo and conditioner. I got an email two days later from ********************** staring just now getting to my email because currently working through many messages. That delay sounds more like a staffing or workflow issue, not a consumer issue. I cancelled within two hours but because of their many messages the shampoo and conditioner already shipped. I cannot return the package as they dont allow returns. I cant get a refund because they cant respond to emails in a timely manner; but can sure *******************. I am willing to return the package but simply want my money back

  

  Business Response

  Date: 10/28/2022

  Hi *****,
  
  
  Thank you so much for sharing your experience. We truly appreciate your patience with us, as we know that delayed responses are never fun. Were happy that we could issue you a full refund, and wish you all the best on your journey to improved self-care. 
  

  Stay Well.
  
  
  
  

  
  

• Initial Complaint

  Date:10/19/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered one of hims's prescription hair loss treatments. The first package arrived and the bottles of medication had leaked all over inside. The company refunded part of the order and shipped a new one. Same thing, leaky bottles. I waited t0o long to reach out so they said they couldn't do anything to resolve it except offer a discount on a reshipment. So I paid them an additional $100+ to get a third shipment. This one was the worst; the bottles had leaked all over and were wet inside the package when it arrived. The company refuses to do anything other than a partial refund and refuses returns. Unacceptable and possibly illegal for prescription medication. AVOID THIS BUSINESS.

  

  Business Response

  Date: 10/25/2022

  Hi *****,

  We genuinely appreciate you giving Hims & Hers a chance to assist you with your care concerns. We are very sorry that you haven't had the excellent experience that we strive for, and we're happy to see that you received a full refund for your most recent refill. We want you to know that we completely understand your perspective. We always want to do our best to meet each patient's needs however, certain requests like replacements and refunds do have very specific timeframes and guidelines.

  We wish you all the best on your health and wellness journey. You are always welcome back, and can connect with us via email at ************************************* or by phone at *************.

  Please continue to stay well.

• Initial Complaint

  Date:10/18/2022

  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 subscribed to a product with Hims earlier this year. I did not want to continue the subscription, so I reached out in July to have the subscription canceled. Today, a charge was placed on a card. I did not receive any notification that a charge was coming, and I thought the subscription had been cancelled months ago. When I reached out to customer service, they told me they were unable to refund me, but could issue a replacement. Any company that claims they cant issue refunds is lying.

  

  Business Response

  Date: 10/20/2022

  Hey Austin, 

  
  We are really glad that youve taken the time to share your recent experience with us, and hope that youre well. In reviewing your account we saw that you pushed your order date back 3 times back in July, which set your next order date to process on October 18th. However, when you are ready to cancel your subscription you do need to connect with us directly before your upcoming order is set to process to prevent an unwanted charge. Since we didnt end up connecting with you about canceling this order, it processed as usual. 

  
  We are happy to see that our team was able to refund you for the confusion with this order. Moving forward, if you decide to resume your subscription with us please feel free to reach out  anytime via email, chat, or in the secure messaging portal. We genuinely appreciate your feedback here! 
  

  
  

• Initial Complaint

  Date:10/06/2022

  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 8/25/22 I noticed a charge to my account after I had already called and canceled. I called the following day on 8/26/22 and the customer service representative was very nice and said they would cancel the order and refund me. A month went by and I was never refunded. I have since called back and they told me there is nothing they can do. They charged my card without my permission and will not refund me. I believe this is a common scam where they continue to charge people after they have cancelled.

  

  Business Response

  Date: 10/12/2022

  Hi *******, 

  
  Thank you for taking the time to connect with us and share your experience. 

  
  Upon reviewing your account, we can see that you called in and spoke with a member of our team on 08/26/2022. During that conversation, we explained that the action you took postponing your order is not the same as requesting a cancellation. Were truly sorry for any inconvenience this may have caused. 

  
  Your final order was placed as scheduled on 08/25/2022, the day before you connected with us. You can always cancel a subscription up to forty-eight hours before your upcoming refill date. These requests are as simple as connecting with us in any of our communication channels via email, live chat or phone. 

  
  Rest assured, all future orders related to your account are canceled.

  
  Thank you for your time and we hope that youll reconsider Hims in the future. We wish you all the best. 
  

  
  

  Customer Answer

  Date: 10/15/2022

   
  Complaint: 18179658
  
  I am rejecting this response because:

  That is not what I was told by the customer service representative, I was told the order was being cancelled and I was being refunded. That is not what happened 

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

• Initial Complaint

  Date:10/06/2022

  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 have a very simple case. I've been on 10mg of Lexapro for years, but I switched insurance companies, so I have been unable to get a refill of my prescription without a 3+ month wait without my necessary mental health medication. I was told **** was a good option for those with this issue, and was refused service when I am a very simple case. They offered zero help and were extremely rude about it. Luckily, I am in a good place mentally (because of my necessary meds), but if this happened to someone else, I'm afraid it could be fatal. I think this is a really troubling and frankly, disgusting business practice. Especially when why social media feeds are filled with false information from this company's advertisements. I'd highly recommend looking into this company.

  

  Business Response

  Date: 10/12/2022

  Hi ********, 
  

  Our sincerest apologies for any inconvenience caused by the medical teams decision. We understand the importance of this kind of treatment and our intent is never to dismiss the concerns of those seeking care. 
  

  In certain cases, the medical team *** feel in-person care is the best course of action, regardless of our desire to help. This decision is not made without proper consideration of each individuals case, of course, and we completely understand any frustration or disappointment that *** occur as a result.
  

  We wish you the best of luck moving forward.
  

  
  

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18178680
  
  I am rejecting this response because: I sent the same information to another company and didn't have the same sort of reply or the disinterested tone in the reply. I think that their rampant false claims and false advertising should be seriously looked into. It's a vile and concerning business practice to misrepresent their company and abilities this way.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/06/2022

  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 was unknowingly signed up for a subscription with this company after a one time purchase and they are refusing to refund and claiming they have no record of my cancellation request which was confirmed by them in July. I was charged $45 dollars both in April and July without my consent. I need both of these charges to be reversed. This seems to be one of those scam companies who refuse to let you out of subscriptions you never signed up for merely because you purchased their product once. I have attached a copy of my email thread that reflects my summary above.

  

  Business Response

  Date: 10/19/2022

  Hi ******, 

  
  Thank you for bringing your concerns to our attention here. We are very sorry for any inconvenience that you may have experienced. We've emailed you a resolution separately, and hope that youll be pleased with our efforts to right this wrong. We wish you all the best on your self-care journey!

  
  Kind Regards.
  
  
  

  
  

• Initial Complaint

  Date:10/06/2022

  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.

  Consumer options and user interface options via customer web portal are limited and confusing. This results in customers like myself being able to "snooze" a subscription for 30 days, every 30 days, indefinitely, but not cancel a subscription, or indefinitely suspend any orders, or remove/modify payment information held by HIMS & HERS Inc.

  

  Business Response

  Date: 10/13/2022

  Hi ***********, 
  

  Thank you for taking the time to bring your concerns to our attention.

  First and foremost, were very sorry you havent found our platform accessible or easy to use. It is not our intention to limit the options available to users, but we do recognize that navigating a new interface can be confusing. 

  We want you to know that you can always reach out to us to request a cancellation, update your payment information, or seek assistance with a multitude of other issues related to your account. We can confirm that your subscription is now canceled, which means you wont be sent any additional refills.
  

  If youre still looking to remove or modify your payment method, youre welcome to connect with us via email at ************************************* at your convenience. 
  

  Wishing you all the best.
  

  
  

• Initial Complaint

  Date:10/05/2022

  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.

  Tried their services once and cancelled my subscription. I logged in to remove my credit card information but they dont let you do that. I also see that they only cancelled one renewal instead of cancelling entirely. So they are essentially forcing me to login to their website and cancel an order every six months when I dont want anything to do with them anymore.

  

  Business Response

  Date: 10/12/2022

  Hi *****,
  

  Thank you for taking the time to make us aware of your experience. First and foremost, wed like to give our sincerest apologies for any miscommunication on our end. 
  

  After reviewing your account, we see your subscription was reactivated in an effort to guide you through the process of getting your prescription re-authorized. We reached out to you about this change on 8/5/22, however, we fully understand you may have been under a different impression regarding your order. 
  

  Rest assured you were not charged for any additional refills after your subscription was reactivated and it has since been canceled. Weve also reached out to you directly via email to further clarify the status of your account and how we can move forward from here. 
  

  Thank you so much for your time and patience.
  

• Initial Complaint

  Date:10/01/2022

  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.

  On 09/26/2022 I purchased (order jtRLHYMKGM) a hair growth product advertised for $45. Upon reviewing an email that provided shipping information, I discovered I was charged $270. I did not authorize a $270 transaction or knowingly enter into a subscription service. I spoke to customer support several times and was told "they were trying to decide what to do." Finally, I stated that I no longer want to do business with their company and will refuse the product so it will be returned without being opened. Customer Support stated that they will not accept the product return, however, they have a satisfaction guarantee or money-back policy. I am dissatisfied with their business practices and placing me in financial hardship over a hair product I expected to pay $45 for. The ********** company needs to be held accountable for its unethical and NOW unlawful subscription practices in the *******************. I want to be made whole and refunded the unauthorized transaction of $270.

  

  Business Response

  Date: 10/04/2022

  Hi *********, 

  
  Let me begin by apologizing for your experience. Here at Hims & Hers, our consultations offer each customer the opportunity to select the shipping cadence that suits them best. Providers will then prescribe based on the cadence that the patient indicated. 

  
  Our customer experience team provided you with a detailed explanation of the cost you incurred, based on the cadence you selected. This information, in addition to the details of your partial refund are available in your email history with us. 

  
  We truly hope that youll understand that our policy is not meant to inconvenience our customers. It is always our goal to offer safe and ***************.

  Thank you for your time and consideration.

  Take good care.
  

  
  

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18152806
  
  I am rejecting this response because:

  Even if I keep the product you sent me, ( treatment to cover 90 days) the partial refund on a one year subscription ($270) means you keep $90 of my money without providing a service or product to show for it. Taking a customers money through a subscription service (without their authorization) and then keeping their money is at the very least an unethical business practice. If your company truly cares about their customers and believed in their product, business practices like this would not be needed. 

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

• Initial Complaint

  Date:09/28/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business charged a card that I did not give them $90. I have contacted customer support and they will not refund it. They are sending me an order that I did not place and they did not confirm that I was placing this order.

  

  Business Response

  Date: 10/05/2022

  Hey ******,

  
  Thank you for taking the time to share your experience with Hims & Hers here. Im so sorry for any miscommunication. Our support team recently emailed you regarding this matter, and we are happy to see you were refunded. 

  
  Generally, when your card has expired, financial institutions will send merchants updates as a courtesy to their customers. We hope this was not too much of an inconvenience for you, and provides a bit of clarity. 
  

  Warmest regards.