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:09/20/2022

  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.

  Date Sept 20th 2022 Amount $24 ** pills (generic ******* ********** will not allow me to cancel my subscription... Continues to charge me $24 monthly I'd like a refund of $24 and my subscription canceled

  

  Business Response

  Date: 10/03/2022

  Hi *****,

  Thanks for connecting with us here. Im very sorry that you found it difficult to cancel your subscription, but it does look like this request was fulfilled on the same day that you reached out to our customer experience team via email. If youd like additional assistance with your account, please reconnect with us at *************************************.

  
  Thank you.
  

  
  

• Initial Complaint

  Date:09/19/2022

  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 04/27/22, I started a prescription for 10 mg of Lexapro from this company for depression and anxiety. I had an initial consultation with a nurse practitioner regarding my medical history and symptoms. After one singular dose, I went into serotonin syndrome, a life threatening reaction to a buildup of serotonin in the brain, and went to the ** twice for a variety of symptoms. It is extremely rare to go into serotonin syndrome from such a low dose of this medication, especially since I was previously prescribed 20 mg for years. This very much makes me believe Hers may be erroneously dosing their pills, and I may have consumed a pill that contained much more than 10 mg. I have not contacted the nurse throughout this, since with a typical prescription, the prescription is canceled without a check in from the patient. It is very dangerous and irresponsible to continuously charge a customer for a prescription without once hearing how they are tolerating the medication. My primary concern is not the egregious amount of money Ive been charged monthly for a prescription Ive taken once, but rather that this company is continuing to send this medication out simply for the purpose of acquiring funds, without prioritizing the wellbeing of the patient like an in office medical professional would. These telehealth companies, especially this company in particular, are extremely irresponsible in caring for their patients. I atleast expect a refund for the most recent automatic shipment of the medication, as it has not yet delivered and I have no intentions of taking this medication. I would like the en route shipment dated 09/17/22 to be canceled as I have already communicated to customer support.

  

  Business Response

  Date: 09/28/2022

  ****************. First and foremost, were so sorry to hear you havent been feeling well and appreciate you taking the time to connect with us here. 
  

  I was able to take a deeper look into things and can confirm you were prescribed your chosen medication via our platform. You indicated on your intake form that you had previously been prescribed 20 mg of the same medication, which is also our maximum strength for that specific treatment. 
  

  On the date of prescription your provider addressed concerns regarding possible side effects and as an additional precaution, they also advised you to start with one half of a 10 mg tablet.

  Its important to note that our standard with this kind of treatment plan includes a check-in email 21 days after the date you are prescribed. If the questions are not answered, your medical team will assume that youre doing well with the treatment.

  We do this to ensure  an ongoing and open line of communication regarding your progress. You always have the option to  get in touch with our medical and support teams via our secure messaging portal should you have questions or concerns about your prescription. 
  

  Kind regards.
  

  
  

• Initial Complaint

  Date:09/15/2022

  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 was going to transfer a prescription from a Hims provider due to the cost involved. The day I requested the transfer, Hims shipped an order without notifying me until it was too late. I called them within 20 minutes of the shipping label being created. They are a dishonest merchant, who owes me $117. The order number in question is bGdqPYUBgjM. I was told I could not return to sender the shipment.

  

  Business Response

  Date: 09/27/2022

  Hi *******, 

  
  We really appreciate you connecting with us here to share your recent experience. We understand your sentiments, and apologize if this was an inconvenience for you. We have been working to maintain a smooth and quick processing phase, to help patients begin and continue their treatments without any delay. In your case, it looks like what we intended for good, may have led to you missing the opportunity to cancel your Hims refill.

  
  When it comes to requests of this nature, as a best practice we recommend our customers request a transfer in advance, this way our support team has time to prevent your normally scheduled refill from being processed, and unwanted charges are avoided. Once a product is assigned a shipping label, the shipping process has begun and we can no longer stop the order from being picked up by the courier. At this time, we do not accept returns, but we certainly understand your desire to send your order back to us. 

  
  I do hope that you find the care that you deserve. You are always welcome to join us again, when the time is right for you. 

  
  Please stay well.
  

  
  

• Initial Complaint

  Date:09/15/2022

  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 filled out their questionnaire regarding antidepressant medication. I don't recall submitting my payment info, as I hadn't actually decided I wanted to do it. On 9/6/22 I was billed $123.00. I emailed immediately and requested a refund; they refused, said all info matched up, so no refund. 2 days later, I received a box of pills. I did not open the box and returned it to them UNOPENED. I again requested a refund as I did NOT want the services, had NOT used the services, and had returned their merchandise untouched. They again refused. I never used their services, did not want to use their services, and I returned their merchandise UNTOUCHED. I never spoke once to a medical provider, no one reviewed med for side effects, usage etc. This is at a very minimum unethical, and I'm pretty sure it might be illegal. I have reported them to the **** Here is the last correspondence I received from them:"We are unable to refund your account and order as your information was correct in our system, and you did complete your intake with no additional questions for our providers at that time. It is a completely legal process, and providers review carefully all the information that is submitted. If they needed any additional clarification from you, they would have asked, but it is their discretion to prescribe you based on what you had put through that form. Again, I'm truly sorry if any of this was unclear at the time you checked out. If you wish to dispute this with your bank, you are welcome to do so. As for sending the mediation back to us that does not warrant a refund as we do not have a return policy and do not accept returns do to the nature of the medication."

  

  Business Response

  Date: 09/28/2022

  Hey *******,

  
  Thank you for taking the time to connect with us, we understand it is not convenient for you to reach out to us this way but we appreciate your effort. 
  

  Regarding your consultation, our goal is to gather as much information from each customer to educate their provider and expedite care. The collection of payment details is part of the process. Please accept our apologies if any part of this was unclear. 

  When a patient is prescribed, their provider outlines what medication they would be receiving in the beginning paragraph of the prescription details. Typically, they also share potential side effects and offer guidance on how to reach back out if you need additional assistance. We invite you to communicate with us further, and are very sorry that your experience was less than pleasant. We truly wish you all the best.
  

  
  

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18029929
  
  I am rejecting this response because:

   

  I want my money back.  I never received services, I returned the UNOPENED box they sent me.  I don't want services, I didn't receive services.  I want my money back.  Final answer.

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

• Initial Complaint

  Date:09/12/2022

  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.

  Set up an appointment through the app for an online consult September 9th. Was in the video chat room and my provider never showed. I messaged the provider through the chat and have yet to see any response as of September 12th. They have my card on file and have not charged me, but I have seen advertisements regularly on streaming services and dont want others to waste their time. Reference to order L7afODLFnWU.

  

  Business Response

  Date: 09/23/2022

  Hi *******,
  
  
  We cant apologize enough that you were not able to meet with your provider successfully, and were investigating your situation to see what happened, in an effort to prevent any recurrences. Your time is important to us, and we appreciate that you looked to Hims & Hers for assistance with your health. Since your state requires that you meet with a provider, until your appointment is completed and you are prescribed a treatment, you will not be charged. 
  

  We truly want to turn this experience around for you. Please get back to us if youd like to reschedule your appointment, and proceed with us. Wed love to hear from you again.

   

   

  
  

• Initial Complaint

  Date:09/07/2022

  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 have already filed a claim with the Better Business Bureau about this (08/04/22), and it can be read in the images attached, along with the companies response (I tried talking to them about this first, but they were no help and did not even look at the images I attached), and proof that they did tell me my account was canceled. As you can see from the attached image my original compliment was already resolved. Or at least I thought it was, until I got charged another 45 dollars on 09/03/22 with an email telling me that my order (Order no. o8zrdM81Fso) is on the way. I went to my account to make sure my subscription was canceled. It was. But they were still charging me. After I contacted customer service all they did was cancel my subscription for a second time. This is not fair and feels like borderline theft. I ask Hims & Hers Inc. to please refund my card the ****************************************************** for items I do not want. Thank you, ****

  

  Business Response

  Date: 09/22/2022

  Hi ****,

  
  Were terribly sorry that you had to contact our support team again to request to cancel your subscription. We can assure you that your subscription was successfully cancelled, effectively on 09/04/2022. We can also confirm that each of your requested refunds have been processed in full. 
  Thank you for your time with Hims & Hers. 

  
  Take good care.
  

  
  

• Initial Complaint

  Date:09/06/2022

  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 canceled my subscription on August 3 2022. It was almost impossible to actually cancel it but I did, I took a screenshot of the cancellation. The product does not work for me . Today on September 6 2022 I was charged again and another bottle was sent! I contacted them and was told they were sorry for the confusion I only changed the shipping date by a few days and did not cancel? I still had to pay and am getting another bottle of something I cant use. They make it sooo hard to cancel and you cannot delete a payment method

  

  Business Response

  Date: 09/22/2022

  Hi *******, 

  
  Thanks for connecting with Hims & Hers here, and giving us a clear understanding of your experience with us. In researching your contact with us, I see that we replied to your email on 08/03/2022, sharing a link that would allow you to complete your cancellation. It looks like instead, you opted to move your upcoming order date out from the original date of 08/07 to 09/06, resulting in your most recent order.

  Were very sorry for any inconvenience this may have caused you, and hope that youll find comfort in the confirmation that your subscription is now completely cancelled. You are certainly welcome to join us again, anytime!

  
  Thank you.
  

  
  

• Initial Complaint

  Date:09/06/2022

  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.

  Initial consultation and prescription completed August 16th, 2022.Credit card charged and prescription listed as in transit.3 weeks later, still no change in status. Contacted company via email, the replied that the prescription had been shipped.As of today, still have not received product, follow up correspondence from myself has gone unanswered.

  

  Business Response

  Date: 09/22/2022

  Hi ***, 

  
  Thanks so much for taking the initiative and following up with Hims & Hers to share your experience. Were so sorry that your order was never delivered to you. This is a very unique occurrence, but we understand how much of an inconvenience it is. Normally, in a situation like this, wed simply replace the order. However, since youve disputed the charge, youll need to wait to hear back from your financial institution on a resolution by 10/18/2022. 

  
  We truly appreciate you giving Hims & Hers the opportunity to partner with you, and wish you all the best.
  

  
  

  Customer Answer

  Date: 09/24/2022

  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:08/31/2022

  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 signed up for this and cancelled writhing 24 hours after not being told what medication would be prescribed. They did not reply back to my email and continued to ship and charge me 135$.

  

  Business Response

  Date: 09/22/2022

  Hi ******, 

  
  Thank you for connecting with us, and sharing your experience on the Hims & Hers platform regarding your 08/23/2022 order. Were very sorry that you were prescribed and charged earlier than you expected. In our review of your account, we found that your only correspondence with us was an email on 08/31/2022. 
  In our consultation process, we offer each patient the chance to ask any specific questions they may have, in order to help your provider meet your individual expectations and needs. We welcome any inquiries that our customers have, and encourage patients to communicate with us in any of the channels that we offer.
  We truly appreciate your time with us, and have fulfilled all your requests to cancel any recurring orders and receive a full refund. In the future, should you decide to return for any treatment, prescription or over-the-counter, wed be happy to have you back. 

  
  Thank you.
  

  
  

• Initial Complaint

  Date:08/30/2022

  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.

  We have been calling and emailing for 9 months now to cancel subscription. They are still charging us $48 a month despite our multiple demands to cancel subscription. Not even sending the product t(we dont want it anyway) just charging us every month for nothing. I have contacted them every month since January 2022 stating we cancelled and theyre still charging us, and no refund. I want my money back! 9 months @ $48 is $432, not to mention all the bank fees and surcharges from my utility companies for bounced payments because Hims/Hers was takling money from me without authorization which was causing my bill payments to bounce every month due to lack of funds(because *** and hers was taking money they didnt have permission to take). They are AWFUL! They rob you and ignore all requests.