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:10/13/2024

  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.

  August 30th 2024 $175 I contacted Hims through their website for their hair restoration product. This had to be prescribed by one of their doctors. Their approval came through and I place an order for a 5 month supply and my credit card was charged. After the order had gone through I got a note from the doctor telling me about potential side effects. This was not disclosed when the doctor gave the initial approval and came through after the order went through. Based on the potential side effects - I don't want the product. I received it but have not opened the box it was delivered in. It's sealed and unopened. I contacted Hims and they said that since it's delivered they can't refund. I told them it's unopened and they still said it still can't be returned. They said the same would happen at a pharmacy which I told them at a pharmacy had I been told there were side effects - I wouldn't have taken the order! They are refusing to take the order back which is completely wrong. They should tell people what the drug side effects are at the same time they approve a presciption so the buyer can decide if they want to proceed. Shady business practice is the only way I can describe how they operate.

  

  Business Response

  Date: 10/14/2024

  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 Answer

  Date: 10/15/2024

  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,
  
  Robert C****

• Initial Complaint

  Date:10/13/2024

  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.

  I thought i had this canceled, and cannot afford this payment, i reached out to them, called their number and was given a link by a call bot that was supposed to send me to a page to start a refund process, when i clicked it, it just brought me to their main website and there was no refund system actually in place and that seems super super shady. They haven’t responded to my emails, I cannot afford this payment it will ruin me for a while i really really need this money back.

  

  Business Response

  Date: 10/14/2024

  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 Answer

  Date: 10/14/2024

  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,
  
  Tucker G****

• Initial Complaint

  Date:10/13/2024

  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.

  Hi,I am sending this email here because I could not get a hold of anyone on my portal or customer service number for ********************. I recently placed an order, but would like to cancel. I cancelled the subscription as soon as the order was placed, but just wanted to be sure it went through and I will receive my refund. They have not shipped the product ****** order number is: RWYSn7UPNs (3 month supply of finasteride/minoxidil spray)Please let me know if I need to do anything else to get this corrected.Regards,******* *******

  

  Business Response

  Date: 10/14/2024

  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
  
  

• Initial Complaint

  Date:10/13/2024

  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 submitted a request for a medication through hers on the morning of October 13. This unknowingly signed me up for a subscription right then and there without ability to cancel after being told what I was being given. They charged my card $297 right after telling me that my request was approved. I immediately canceled after they sent me a list of the supplements they were sending because I did not agree with what was being given. The portal in the app said my subscription was canceled that day. I wanted to make sure this was true so I contacted customer support as well just to be sure I would not be charged at all. They said that although future recurring payment were canceled, the first payment would still go through. To be clear I do not want this product and would not like to be charged.

  

  Business Response

  Date: 10/13/2024

  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

  Date:10/12/2024

  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 placed an order with this company and was to be charged $35. When I checked my account I was charged $175. I contacted the company as soon as I noticed the over charge less than 4hrs. The website makes it almost impossible to contact anyone. I finally found a link in one of the emails and requested to cancel the order. Their response was they were unable to issue a refund. This company is obviously a scam.

  

  Business Response

  Date: 10/13/2024

  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

  
  

• Initial Complaint

  Date:10/12/2024

  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 only attempted to recieve help through your services. I am a single mother. I gained about 70 pounds between my pregnancy and after. I looked to you guys because of all these commercials you promote where I don't have to promote these issues. And when I come t o you guys you deny me. Money was never an issue. So tell me why my services needed was denied?

  

  Business Response

  Date: 10/13/2024

  Hey,

  We are truly sorry to hear you werent satisfied with your experience .

  Sometimes the providers on our platform determine the best care you can receive is from an in-person provider.

  If you have any other questions please feel free to contact us at ******************************************************************.

  The Hims & Hers Team
  

  
  

• Initial Complaint

  Date:10/12/2024

  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.

  I was looking for weight loss medication through Hims. I completed the survey, but in order to have a consultation with a doctor, you needed to give a card number. Okay, fine. This "consultation" was not a consultation at all. It was a faceless person on their messaging platform that wrote me a treatment plan to follow for five weeks, no questions, no face to face interaction. I was charged $297 and the medication shipped quickly, but I'm very glad I actually read what the medications were before I took them. I was not given weight loss medication, I was given four prescriptions that are used off label for weight loss. One was Bupropion, which is an SSRI. I cannot take SSRI's and I would have had serious negative consequences if I did. If I had an actual consultation, the doctor would have known this. I messaged customer support three times asking to change my treatment plan, and then I emailed them a fourth time requesting a refund and cancellation. No response. Nothing. I haven't talked to a single real person. Now I'm stuck with three huge bottles of pills I cannot take, and I'm $297 in the hole. I have no idea how this company is getting away with just handing out SSRI's, anti-seizure medications, and other meds that can have serious side effects without ever even seeing the patient face to face. These are egregious practices and could have serious consequences for people. This is not only a cash-grab scheme for the company, but it's also bordering on malpractice. Do not use this company and just go to a real doctor.

  

  Business Response

  Date: 10/14/2024

  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 Answer

  Date: 10/14/2024

  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,
  
  Ezra S*******

• Initial Complaint

  Date:10/12/2024

  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 September 2nd I was looking at hims and her's website. They require a credit card to see what you qualify for. I gave information and was told I would be receiving a physician consult. I looked over the information and decided it was not for me. I never received a consultation and I never ordered any product. However they charged my card $395. And now I'm fighting with my credit card company to get my money back. They said merchant said I received product and I did not. I am trying to get help to get my money back. I never authorized them to charge my card.

  

  Business Response

  Date: 10/13/2024

  Hi,

  Thank you for providing your honest feedback, and we’re so sorry for any inconvenience you experienced.

  We'll be reaching out to you shortly to resolve this matter as soon as possible.
  
  The Hims & Hers Team

  
  

  Customer Answer

  Date: 10/13/2024

   
  Complaint: 22414922
  
  I am rejecting this response because: I was able to speak to someone on 10/12 and because the credit card company has an open investigation they are not able to refund the money. And if the credit card company removes the investigation.They are only offering a half refund. I am seeking full refund of $395. I have received two emails from them. I will be bringing to the credit card company on Monday 10/14 to see if this can be resolved. They are saying I misunderstood. But reading BBB Complaints several other people had the same problem with this company.
  
  Sincerely,
  
  Karen Luckey

  

  Business Response

  Date: 10/15/2024

  Hello,
   
  We sincerely apologize if you didn't find our resolution satisfactory. 
   
  While we are unable to refund orders that have been disputed, we recommend you connect with your cardholder for updates regarding the status of your dispute. We sincerely apologize for the inconvenience.
   
  We can confirm, though, 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 messages we have sent to you.
   
  Sincerely,
  The Hims & Hers Team
  
  

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22414922
  
  I am rejecting this response because: I am seeking a full refund. I have reached out to the credit card company awaiting there response.

  
  
  Sincerely,
  
  Karen Luckey

  Customer Answer

  Date: 11/05/2024

  Need to reopen my complaint. I still have not received a refund. This is so ridiculous. I never received the product I never ordered the product. They say I didn't understand there platform. Well ok give me my money back. I have read several reviews about this company. They have done this to other people. I just want my money back.

  

  Business Response

  Date: 11/07/2024

  Hello,
   
  We sincerely apologize if you didn't find our resolution satisfactory. Since your order has been disputed, it is frozen in our system, and we are not longer able to alter the charge. 
   
  While we are unable to refund orders that have been disputed, we recommend you connect with your cardholder for updates regarding the status of your dispute. We sincerely apologize for the inconvenience.
   
  We can confirm, though, 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 messages we have sent to you.
   
  Sincerely,
  The Hims & Hers Team
  
  

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22414922
  
  I am rejecting this response because: Credit one bank has dropped the investigation and still have not received a refund. I notified the company that there is not an open investigation and they still say there is. Credit one Bank wants me to file a police report for fraud.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 11/11/2024

  
  Hello,
   
  We sincerely apologize if you didn't find our resolution satisfactory. 
   
  While we are unable to refund orders that have been disputed, we recommend you connect with your cardholder for updates regarding the status of your dispute. We sincerely apologize for the inconvenience.
   
  We can confirm, though, 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 messages we have sent to you.
   
  Sincerely,
  The Hims & Hers Team
  
  
  

• Initial Complaint

  Date:10/12/2024

  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 am writing to file a formal complaint against *************************. Their website falsely advertised weight loss medications; the product they sent me was not as promised. I ordered their weight loss medications, which were to include Semaglutides but instead I received medications for depression and addiction treatment, typically prescribed for opioid and alcohol disorder, and an antidepressant used for smoking cessation. These medications do not contain the components advertised on their website. When I reached out to address the issue, the company told me to discard the medications and offered no refund or resolution. Their response raises concerns about their credibility, as it now seems they may be running a scam. It appears the company made false claims and shows no responsibility for their misleading practices, they have not lived up to their promises or taken any responsibility for their misleading claims. Their disregard for the well-being of individuals seeing legitimate weight loss solutions is concerning.

  

  Business Response

  Date: 10/14/2024

  Hi,

  Thank you for providing your honest feedback, and were so sorry for any inconvenience you experienced.

  We will be reaching out to you shortly to resolve this matter as soon as possible.
  
  The Hims & Hers Team

  
  

• Initial Complaint

  Date:10/12/2024

  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.

  Basically, I had gotten this subscription to a hair loss treatment, ************************** and I couldnt figure out how to cancel it, once my paycheck came in, it took out ****** out of my account, the support instructions are unclear and dont show a direct method of cancelling or refunding a membership. I just want my money back, the product hasnt been shipped to my house yet, I was charged on October 11th 2024.

  

  Business Response

  Date: 10/13/2024

  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.