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:08/08/2022

  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 went through the process of getting a subscription for both hair products and face products. Neither of these products are obtainable by any other pharmacies. I needed my hair product delivered early, so on 7/29 I click the button to order early. I understand global supply chains etc., but since then I have emailed three times and messaged 4 times and gotten zero responses from any human being including the doctors that prescribed the meds. No matter what kind of crazy weather or supply problems are happening around the world, you should be able to answer a customer service question. My order has still not shipped, and now after using the product for over three months and seeing some results, I have no product left to use. I either want the product shipped out now so hopefully I can keep from reversing the good results I was seeing, or all my subscriptions to be canceled. That order has been sitting there and not even been processed or shipped since 7/29. If anyone had reached out and talked to me, or given me another solution in the meantime, I may be more understanding. But you cannot run a business and go radio silence on people that you have written prescriptions too. Especially not when they cannot get that prescription from any other provider. Where else can you get prescriptions and not have a customer care team. Its dangerous. Its completely different than from when I first started, which makes me think something has happened at the company. But if they have furloughed employees etc., they need to let everyone know. Im supposed to be under the care of a doctor, and my doctor is not responding.

  

  Business Response

  Date: 08/12/2022

  Hello and thanks for connecting with us here!

  Were sure that youd prefer not to have to file a complaint like this one, and so we greatly apologize for the experience that youve had with us recently. Our Customer Experience team has responded to your emails and comments in the secure messaging portal. Please accept our deepest apologies for the amount of time that it took us to get back to you, as were working around the clock to get to each inquiry with transparency and urgency. 

  Weve issued you a partial refund for your order, and encourage you to please let us know if theres anything else we can do to support you at this time. Were always here to help, and happy to do whatever we can for you. 

  
  Sincerely,
  

  
  

• Initial Complaint

  Date:08/08/2022

  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.

  I snoozed/paused the subscription service because their medication doesn't work (followed instructions/guidelines). They didn't notify me that my subscription was set to renew soon, and billed me for another shipment that I didn't ask for or want.I cancelled my subscription, but it was virtually impossible to cancel the pending order, even though it hadn't shipped yet. All I was allowed to do was email customer service and state that I didn't want the product and I wanted a refund. **************** replied that they would get back to me in 7 days, and then proceeded to ship the order.It is virtually impossible to cancel an order from Hims. As an online retailer, it should be mandatory to provide options to customers who wish to cancel an order - especially if it hasn't even shipped yet. Shady business practices.

  

  Business Response

  Date: 08/09/2022

  Hi *****, let me begin by apologizing for any inconvenience that you experienced while attempting to cancel your subscription and related order. Due to an influx in requests our customer experience team is working through a significant backlog, which led to your order being processed as scheduled. 
  We've responded to your emails with the specific details of your refund, and hope that youll return to our platform in the future. Wed love the chance to offer you a much greater experience next time around!
  Wishing you all the best!
  
  

  Customer Answer

  Date: 08/09/2022

  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:08/06/2022

  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 5/13/22 I purchased products for ******. I was unsatisfied with this product and canceled my subscription. At the beginning of this month I was charged another ****** and discovered a ***** charge I never agreed to. I have reached out to hims *** and have got no response but I keep receiving junk mail. I want the ***** fee refunded as well as the ****** as I've received no further product from them because I canceled my subscription to their crappy product.

  

  Business Response

  Date: 08/12/2022

  Hey Audrianna,

  Thank you so much for making us aware of your experience. Canceling a subscription or requesting a refund can be accomplished by contacting us via email, in the secure messaging portal from within your account, or by telephone. While we are working through a bit of a backlog, we do hope that you understand that we were not looking to inconvenience you. We deeply appreciate you giving Hims & Hers a chance to support your health and care goals, and are sorry that the treatment you tried didnt work out for you. 

  
  We can see that our Customer Experience team has been corresponding with you via email, and has confirmed that both your refunds have been processed. I hope that youll reconnect with us in the future if theres anything else we can do for you!
  

  Best Regards,

• Initial Complaint

  Date:08/04/2022

  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.

  On 09/07/2021 I created an order for acne cream medication ($45), and it came with a subscription. After two months, and receiving my second delivery ($45) on 10/08/2021. At that point I tried to cancel my subscription (just had too much product) but could not figure out how. It only allowed me to skip refills until 08/04/2022. I had thought this was the way end the subscription. Apparently it is not, as today (08/04/2022) I was charged $45 again without even notifying me that the subscription was re activated or something like that. I still cannot figure out how to cancel my subscription. I would for my subscription to be canceled and for my most recent charge to be reimbursed (order no. re9ZmG69g4M) if possible as I did not consent to it and was not aware of its existence until it was too late. Thank you.

  

  Business Response

  Date: 08/09/2022

  Hi ****! We greatly appreciate you taking the time to make us aware of your experience, and are very sorry for any inconvenience. Anytime you need to cancel a subscription, youre welcome to connect with our customer experience team via chat, email, our secure messaging portal, or by phone at ***************, from 5am-8pm PST. 
  While this correspondence is the first request weve received regarding your request to cancel, were happy to help and have refunded you for your recent order. In the future, we hope youll reach out if youre interested in any of our products and services. Wed love the chance to turn your experience around for the better. 
  Take good care!
  
  

  Customer Answer

  Date: 08/10/2022

  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,
  
  **** Box

• Initial Complaint

  Date:07/28/2022

  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.

  Was interested in getting some Sildenafil for *** I am 71 and ******** does not cover it.Completed their online form. Their Nurse Practitioner messaged me saying that the prescription would be filled. They debited my bank account for the agreed-upon price ($273)The tracking link showed delivery for July 28th (today), then it showed August 3rd. Now it shows August 5th. Two weeks. Seriously?I tried several avenues for support and received nothing. Very responsive when it comes to taking my money but a brick wall when it comes to offering support.I want to cancel my subscription but do not see a way to do that online.

  

  Business Response

  Date: 08/02/2022

  Hi ****, thanks for taking the time to share your feedback with us! Were very sorry for any delays you experienced in the shipping process. While we strive to get every order delivered to our customers as quickly as possible, sometimes there will be unforeseen circumstances with our partner pharmacies or couriers that can push a delivery back. Please accept our apologies for any inconvenience this may have caused!
  

  Upon reviewing your account, it appears that weve responded to your email requests to cancel your subscription. We wish you the best on your journey to greater health.
  

  
  

• Initial Complaint

  Date:07/28/2022

  Type:Billing 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 signed up with Hers for a consultation for my mental health after hearing good reviews about this company. I then signed up and spoke with a licensed doctor (not even sure if its true at this point) I was told and saw that the first month would be charged $25 dollars for my medication, but they attempted to charges me $123 dollars. Weird amount honestly. I emailed them about it, got an automated reply (Ill attach below)I actually have emailed them 3 times since last week, not one time did they email me back besides the automated reply that is sent out. After digging around on ****** about this place I finally saw reviews that says that they believe its a scam and they never reply to the emails sent to them or return phone calls. Ive done a dispute with my bank about this Monday July 25th *********** charged me $123 dollars July 22nd AFTER my account was deleted and I cant even access it anymore. I asked for it to be deleted after they tried to charge me the $123 the first time.

  

  Business Response

  Date: 08/02/2022

  Hi ****** were sorry that its taken so long for our customer experience team to respond to you and that we werent able to meet our expectations of seamless customer service. Were working diligently to improve our response times and appreciate your patience with us, weve grown a lot and are working to catch up! We can assure you that all healthcare providers furnishing care through the platform are fully licensed in each state where they provide care to customers.
  

  We can confirm your full refund and the cancellation of all remaining products and subscriptions. Again please accept our apologies for the time it took us to get back to your emails, and for sharing this experience with us so that we may better improve our practices and service! 
  

  Take good care.
  

  
  

  Customer Answer

  Date: 08/02/2022

  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:07/14/2022

  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 am writing on behalf of my boyfriend. We were totally DISATISFIED with this HORRIBLE product. My boyfriend tried to contact this company many times with no response. WE WANT A TOTAL REFUND OF THIS TERRIBLE USELESS PRODUCT THAT DID NOTHING!! We want a refund in full or you will be taken to court for this i do not play games when i say something. REMEMBER FULL REFUND DON'T WASTE MY HARD EARNED MONEY!! So either I get the FULL REFUND or it's time for a court case the option is yours!!!!!!!

  

  Business Response

  Date: 07/21/2022

  Hello ******,

  I am truly sorry if the product has not been working as intended.  We would be more than happy to assist you with this matter. 

  Based on the information you have provided (name, email and phone number), I have checked our systems and I am not showing an account or any contacts to our customer service.

  We would be more than happy to assist you, however, we would need the account holder to contact us and provide the information related to their account.   Please reach out to us by phone: **************** -- hours: 5am-8pm PST or chat through the website

• Initial Complaint

  Date:07/14/2022

  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 been getting charged every money $40 for something ive never received? I never signed up for the service because i dont even know what it is but apparently they have been stealing my money and havent given me anything in return. I have various charged ranging from $22.50 to $40 for something ive never even seen or used? I disputed the charges on my card but nothing came of it. Resolve this please because these people are liars and scam artists stealing money from people.