ComplaintsforHims & Hers Inc.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed up for Hers weightloss medication program based off of their advertising and claims they would offer a tailored medical approach to weightloss that would be “personalized to your needs” I received the medication kit that was “tailored” to me and as I tapered up, I developed debilitating side effects that made it challenging to continue my job (which requires brain functioning!). I sought out advice from the “providers” and was told to taper down my dosage. The side effects continued and I asked if they could change my program to remove the RX I thought was causing issues. Since the medications were compounded, they said they could not change my dosage or RX. I asked if they could send a new Rx to my local pharmacy. That request was also denied. I then asked for a refund or credit since I am unable to use over 4 months of the 5 months I paid for. They refused. I am seeking a partial refund for 4 out of the 5 month fee since they are NOT providing the service they advertised. I also urge BBB to look into this company and their predatory advertising practices that are false and misleading.

  

  Business response

  07/26/2024

  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

  07/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 2*******, and find that this resolution is satisfactory to me.
  
  Thank you.
  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  After making a purchase, I was told by my provider that I should not take what this company was offering. Due to medical reasons. I went through the cancellation process PRIOR to shipping / processing and it SEEMED I had cancelled my order/ account, but it looks like I had 5 more questions to go through before I could officially cancel. I’ve reached out multiple times without a response. There is no number provided for quick contact. The website makes it EASY to purchase, but then causes so much confusion by putting their customer through 5+ questions JUST TO CANCEL AN ORDER. I would just like a refund of what was taken. $176. Thank you

  

  Business response

  07/25/2024

  Hello, 

  Thank you for bringing this to our attention. We’re truly sorry to hear you had a frustrating experience. We would like the opportunity to make this right. 

  We’ve 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

  07/25/2024

  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,
  
  Vanessa A******

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 7, 2024 I completed a questionnaire for Hers inc. for Weightloss medication and was approved and money debited $395.00 from my account the same day. I have inquired about my shipment several times and was told that they were running a couple of days behind due to the amount of orders and I was given a $50 refund due to the wait. I sent another message yesterday morning and a day later still no response. I am not being given the option to cancel and that exactly what I want to do. I want my order cancelled and my full payment refunded. I have never heard of or experienced a pharmacy taking 16 plus days to “process” and this is the status as of 15 minutes ago still. My payment was made in full the day of the order. I didn’t make them wait for the money nor are you given an option to think the purchase over incase you aren’t positive about the purchase. The messages take hours and sometimes a full day to be somewhat answered and I’m honestly not comfortable with any of this. They have another payment scheduled for November 24th and it’s supposed to be a 5 month subscription. It’s July 23rd still no medication has shipped and November 24th is not 5 months away. I feel like I have been taken advantage of and all I want is all of this mess canceled and refunded back to me what took seconds for them to take out of my account.

  

  Business response

  07/25/2024

  Hello, 

  Thank you for bringing this to our attention. We’re truly sorry to hear you had a frustrating experience. We would like the opportunity to make this right. 

  We’ve 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

  07/26/2024

  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,
  
  Melissia F****

• Initial Complaint

  07/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered this product with the understanding that I'd receive a 5 months supply. I only received 2 bottles. One of the bottles is defective, as the sprayer does not work. I used the product for one week which resulted in an irritated, red itchy scalp. I contacted customer service multiple times with my issues and got no response. I also contacted my so called care team in the app and received no response. It is so difficult and unclear how to cancel my subscription for this product, that I had to seek help on google. I believe I was able to successfully cancel. I think this company is deceptive with the amount of product advertised compared to what you receive. I also believe I deserve a refund because the product was in a defective container and the actual product caused harm to my scalp. Hard to accomplish anything when customer service is non existent.

  

  Business response

  07/24/2024

  
  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

  07/26/2024

  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,
  
  Suzanne R*******

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had lost my credit card a few months ago, and never updated my new card information for my Hers treatment, that was supposed to be renewed around July 15th. I was about to snooze the treatment (since i still have medication left, and frankly the hair treatment is giving me too many side effects), and then I noticed that Hers charged me $175 on my NEW credit card. I NEVER submitted the new card number, and I don't see how they managed to charge me on that card without my approval. I also never got an email confirmation with the order number, and when I tried to cancel the shipment, they don't give me the option of cancel the order and refund, like a serious company would. I submitted a complain on their webpage and haven't heard from them for days. I now read a lot of complaints about people being charged regardless of them not wanting to continue their subscription, and it makes total sense. This company is a scam and has a terrible customer service. I will actively NOT recommend Hers to anyone.

  

  Business response

  07/26/2024

  Hey,
  Thank you for bringing this to our attention. We are truly sorry to hear you had a frustrating experience with us, and we'd like the opportunity to make this right. 
  We have followed up with you via email and look forward to your response. 
  The Hims & Hers Team
  
  

  Customer response

  07/26/2024

  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,
  
  Ileana H******** *

• Initial Complaint

  07/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Like many others on here, I was prescribed and charged for a prescription before getting a chance to review it. I didn't like the kit I was prescribed was told I couldn't take the others because of a certain medication (despite having been prescribed this medication in the past by multiple doctors who are very familiar with my health history). I decide to try the kit they sent, since I had already paid for it, but am unable to continue because of extreme side effects from one of the medications. I asked to try and new kit and was told this was my only option and that they would offer no refunds. I am unable to take these meds and won't be using any of their online support so I don't think it's at all unreasonable to get refund. I see on ****** and other online platforms that they do in fact offer them. I am so disappointed with this service.

  

  Business response

  07/24/2024

  Hi,
  Thank you for providing your honest feedback, and we’re so sorry for the experience you had. 
  We'll do everything we can to resolve your issue right away, and we will be reaching out to you shortly. 
  The Hims & Hers Team
  

  Customer response

  07/24/2024

  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,
  
  Brigid B****

• Initial Complaint

  07/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On July 20th, 2024 I purchased a product from this company in the amount of $22/month or $264 for the year. I agreed to monthly billing at $22/month and the company immediately charged me the full $264. I have been attempting via email and support phone numbers to get ahold of the company to sort through the issue. With no success in contacting anyone from the company I am concerned to take the medication that was purchased. If I can't contact the company, what would happen if I had an issue with the medication physically and could not reach the company. I am seeking a refund for the full amount or for 11 months of the product. I am willing to pay the $22 for the first month since I cancelled the account the day I ordered it. However the site maintains that a refund can be issued if the order is cancelled before the pharmacy processes the order. I checked on my status bar before cancelling and the pharmacy had not processed the order. Therefore I would like a refund. My biggest concern is with the customer service given the fact that we are dealing with pharmaceuticals that could have negative effects. I worry that if someone had negative effect and needed to contact the company; no one would be there to answer any questions which could be a very serious situation.

  

  Business response

  07/24/2024

  Hi,

  Thank you for providing your honest feedback, and we’re so sorry for the experience you had. 

  We'll do everything we can to resolve your issue right away, and we will be reaching out to you shortly. 

  The Hims & Hers Team

  
  

  Customer response

  07/25/2024

  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.
  
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This company continues to operate in the most unethical way. They will put your orders on auto refill and intentionally do not notify you that your order is being refilled - unlike every other company does. The only way you even know they’re sending you something is a charge on your card. No new contact with a provider or anything is required. If you email them, they take so long to reply (they wait until the order is shipped) so they can then claim you’re too late to request any changes. Absolutely terrible company to deal with. I have further confirmed that even though my order hasn’t been shipped, they will not stop the order and will continue to send it, knowing that I do not want or need it. How is it ethical to send someone a prescription they do not need?

  

  Business response

  07/23/2024

  Hi,

  Thank you for providing your honest feedback, and we’re so sorry for the experience you had. 

  We'll do everything we can to resolve your issue right away, and we will be reaching out to you shortly. 

  The Hims & Hers Team

  
  

  Customer response

  07/23/2024

  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,
  
  Jen S*******

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife set up an account for me with “hims”. The way the agreement is worded is very misleading and lead my wife to believe that her card wouldn’t be charged unless I approved the medication that was selected for me. Instead, her card was charged immediately after the medication was prescribed. Their refund policy states that it’s not likely that they will issue a refund if the order has been processed by the pharmacy - I didn’t even know what medication I was getting until after they had charged our card and the order had been processed by the pharmacy, so how would I know I would want a refund before that point? The manner in which this company operates is anti-consumer. I’ve read many statements online including those on this website, and many of them are the same story: “they charged me before I knew what I was getting”. A business should not be allowed to do such things. This company needs to either change the way they handle this or they should not be in business at all.

  Customer response

  07/22/2024

  Yes, I would like a refund.

  

  Business response

  07/23/2024

  Hi,
  Thank you for providing your honest feedback, and we’re so sorry for the experience you had. 
  We'll do everything we can to resolve your issue right away, and we will be reaching out to you shortly. 
  The Hims & Hers Team
  
  

  Customer response

  07/24/2024

  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,
  
  John C****

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filled out an online questionnaire with hims and hers inc regarding medication. It said a board certified nurse would review and consult with me. It was reviewed by a nurse and instantly charged and sent for processing. As soon as I saw the email that it was reviewed I got on and read the notice they sent me regarding the medications side effects and I immediately told them I was not comfortable taking these medications and cancelled they told me it was too late to cancel because it was already sent to processing, but was given zero time after being reviewed to sending it to processing. I told them I did not feel comfortable with that medication and they told me too bad we can’t even change you to a different medication because of my medical history. My order clearly shows it has not shipped, and I have screenshots of cancelling immediately.

  

  Business response

  07/22/2024

  Hi,

  Thank you for providing your honest feedback, and we’re so sorry for the experience you had.

  We'll do everything we can to resolve your issue right away, and we will be reaching out to you shortly. 

  The Hims & Hers Team

  
  

  Customer response

  07/22/2024

  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,
  
  Myken C****

*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. ↩