ComplaintsforHims & Hers Inc.

Health and Medical Products

Additional Complaint Information

Customer Complaint:

BBB’s profile for Hims Inc. was created in January 2018. A review of the company file was done in October 2024. Complaints on file concern issues with cancelling orders and refund requests.

BBB recommends users to review the Terms and Conditions, with special attention to Subscription Products and Services, as well as their Refund Policy.

For additional support, please visit Him & Hers, Inc. Contact Us.

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Initial Complaint
11/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I initially looked into this prescription and never approved it. They charged me 195.00 and refused to cancel it even though it wasn’t shipped. Wouldn’t accept returns. Just now they charged me again even though I didn’t approve it. They said I reactivated it but I didn’t. Their website is misleading and they’re impossible to get ahold of. I asked to speak to a manager, was told I’d be followed up with and they didn’t. I want my money back.
Business response
11/10/2024
Hi,
We're so sorry to hear your experience with us was less than ideal but appreciate you reaching out and providing us with your honest feedback.

We’d like the chance to make things right and will be reaching out to you shortly to resolve this matter.
The Hims & Hers Team

Customer response
11/10/2024

Complaint: ********

I am rejecting this response because:
I spent 2 hours trying to speak to a manager about this to be told there was no one and they would reach out by email. Which they didn’t. There is no communication. On top of this they also used a card that I did not approve for them to use. So I don’t know where or how they did that as well.

Sincerely,

Zack K****
Business response
11/13/2024
Hello,

We are sorry to hear you missed our email. We see you have since found it, and have followed up. We also followed up there as well, so please feel free to message us there.

Your latest order has been refunded in full; refunds generally take 5-10 business days to process, depending on your bank. We have confirmed this in the email sent to you.

Additionally, we can confirm that your subscription has been cancelled. Unless you choose to make another purchase or reactivate, no further charges or shipments will occur.

Please let us know if there is anything else we can do to help resolve this or answer any other questions for you by responding to the email we have sent to you.

Sincerely,
The Hims & Hers Team

Customer response
11/13/2024
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,

Zack K****
Initial Complaint
11/09/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a dietary product from Hers.com. I have not received the product and they will not give me a return.
Business response
11/10/2024
Hi,
We're so sorry to hear your experience with us was less than ideal but appreciate you reaching out and providing us with your honest feedback.

We’d like the chance to make things right and will be reaching out to you shortly to resolve this matter.
The Hims & Hers Team

Customer response
11/13/2024
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,

Melissa M******
Initial Complaint
11/09/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 11/7/24 I reactivated my account with Hims in the late evening. I answered the questions asked and it said a provider will contact me after they review the information. I did this through the website and did not have the app. On 11/8/24 my bank notified me of a $150 charge from Hims. I was never contacted by Hims by email, text, or phone about the prescription just charged.I contacted customer service and they advised that I was contacted through the app or website. I asked to cancel the item which hasn't even shipped yet and was told that they could not. Not once was I advised of the price of anything or did I even want what was prescribed except through a website that I would of had to log on again to just check and see if the company had spoken to me. I work 2 jobs and have four children, I don't have time to check and stare at website to see if someone responded before I get charged for a product that I didn't even approve of prior to.
Business response
11/10/2024
Hi,
We're so sorry to hear your experience with us was less than ideal but appreciate you reaching out and providing us with your honest feedback.

Wed like the chance to make things right and will be reaching out to you shortly to resolve this matter.
The Hims & Hers Team

Customer response
11/10/2024
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
11/09/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I contacted Hers b/c of the hair loss I have been experiencing. Over texts I met with a provider, I listed my medications, two being for depression and anxiety, which the provider wanted to verify. The side effects were not reviewed with me until the order was placed. I also have extreme trouble with insomnia and two surgeries coming up, where this medication can throw off and ekg and also decrease blood pressure, which I already have low *** These are not good nor moral practices, on their account. A true provider should have looked into the medications I provided and asked more questions and discussed any and all side effects. Also, I immediately contacted, the provider ****** ********** and customer support to cancel my order right away and I was completely ignored. I messaged the provider again and emailed again and I was once again ignored, while customer support gave me a generic response, to give me the run around! People need to know about these unsafe practices and medications being distributed.
Business response
11/10/2024
Hi,
We're so sorry to hear your experience with us was less than ideal but appreciate you reaching out and providing us with your honest feedback.

Wed like the chance to make things right and will be reaching out to you shortly to resolve this matter.
The Hims & Hers Team

Customer response
11/11/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I accept the refund of $174.

Sincerely,

***** ********
Initial Complaint
11/08/2024
Complaint Type:
Delivery Issues
Status:
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.
Received my subscription from Hims and was given no way to cancel my subscription. The company also doesnt communicate that your subscription is still in effect. Hims should send communication to confirm customers still want their product. In this case, I no longer want it and have not course to get my money back.
Business response
11/10/2024
Hello,
Thank you for bringing this to our attention. Were truly sorry to hear you had a frustrating experience. We would like the opportunity to make this right.
Weve followed up with you via email and we welcome you to reply back to the email you receive. We look forward to being in touch with you.
Initial Complaint
11/08/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Cancelled subscription wasnt expecting Hims to take out the money from my account until I saw a notification pop up this morning.
Business response
11/10/2024
Hello,
Thank you for bringing this to our attention. Were truly sorry to hear you had a frustrating experience. We would like the opportunity to make this right.
Weve followed up with you via email and we welcome you to reply back to the email you receive. We look forward to being in touch with you.

Customer response
11/10/2024
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
11/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Had ordered $175 order in the past for hair growth product. The product gave me itchiness on my scalp, so I stopped using it. Didn't receive any notice at all about a reorder (no email, text, etc) only to see another $175 charge on my account. The product has been pending, with no ship date, and would like to cancel as I can't use the product.
Business response
11/10/2024
Hello,
Thank you for bringing this to our attention. Were truly sorry to hear you had a frustrating experience. We would like the opportunity to make this right.
Weve followed up with you via email and we welcome you to reply back to the email you receive. We look forward to being in touch with you.

Customer response
11/11/2024
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. I really appreciate their help and consideration, and am glad the product works for so many.

Sincerely,

******* ********
Initial Complaint
11/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I ordered Hims a few months back in April 2024. The process to purchase was very easy, but eventually I wanted to get a second opinion around July and snoozed my order 2 months in a row. Once I got the second opinion I used their cancellation form since a phone number is impossible to find seems like and my care team hadnt checked in one time since I placed my order. Seems it didn't go through because I got charged today for the next order so I filled it out again and explained my situation snd how I was disappointed that Hims doesnt seem to give out any emails, giving confirmations or receipts or anything, they said they do and essentially called me a liar. Went from me wanting to recommend hims to my dad to not ever wanting anyone to deal with this company again. I want my refund on this shipment that was supposed to be canceled already and honestly, I should get my money back for the first shipment since they absolutely did not follow through on what they said they would regarding care teams and support.
Business response
11/10/2024
Hi,
We're so sorry to hear your experience with us was less than ideal but appreciate you reaching out and providing us with your honest feedback.

Wed like the chance to make things right and will be reaching out to you shortly to resolve this matter.
The Hims & Hers Team
Initial Complaint
11/07/2024
Complaint Type:
Customer Service Issues
Status:
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.
On November 7th, 2024 I attempted to research an order from Hers for weight loss medication as part of research for a project I am working on. I cancelled my order immediately and informed the company, however today they still processed a charge against me and I see no record of the fact that I cancelled the order. I'm panicked because the order is for $700 and I found out I am no longer a good fit for the medication and thus will not receive the reimbursement I thought I would when I was researching the treatment. I have not been able to reach anyone at the company.
Business response
11/10/2024
Hi,
We're so sorry to hear your experience with us was less than ideal but appreciate you reaching out and providing us with your honest feedback.

Wed like the chance to make things right and will be reaching out to you shortly to resolve this matter.
The Hims & Hers Team
Initial Complaint
11/07/2024
Complaint Type:
Product Issues
Status:
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.
Filed a complaint and was sent a response on 10/22 they would reach out. I was not contacted only refuned the fees. I am demanding a detailed receipt. They refuse to provide one stating "HIPAA". Its my medical information. Give me a receipt of what was purchased both times. I can get it from ****** or any hospital or *********** so the argument its a HIppa thing is false. Its my informaiton I am asking for information on the services rendered and what as prescribed unless they are hiding something. Detailed receipt of services received.
Business response
11/10/2024
Hi,
We're so sorry to hear your experience with us was less than ideal but appreciate you reaching out and providing us with your honest feedback.

Wed like the chance to make things right and will be reaching out to you shortly to resolve this matter.
The Hims & Hers Team

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