Additional Complaint Information
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.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/18/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered the gummy biotin vitamins and when I received them they were melted and unable to be properly consumed
Business response
07/19/2023
Hey,
Thank you for bringing this to our attention. We are 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
07/18/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 5/7/23, I purchased a 6 month subscription/supply of Finasteride/Minoxidil from Hims for $210 (order #ydWsdHvABM). It was not until receiving the medication and reading the accompanying documentation that I became exposed to the side effects and danger that the product(s) impose on children.Im a young dad with two toddlers at home who are my world. When reading the warning that children should not be exposed to, or even come into contact with it, I never even took the lid off my first bottle. It has sat in the original box in a drawer, unused and untouched. Its not worth putting my children at risk; we love to cuddle and wrestle, ***** likes to comb dads hair, while sissy puts little hair ties and bows in it to make me beautiful. Any benefit the product *might* provide is insignificant when compared to the health and happiness of my kids.I have made several attempts to obtain a refund from Hims, in full. I am more than willing to return the product, but acknowledge this could come at little benefit to Hims, unable to redistribute or recycle a prescription product. A Support Team member and member of leadership have both refused refund as the correct product was delivered as ordered. While this is true, the company did not sufficiently describe the second hand dangers of its use prior to receipt. Im a grown man and can roll the dice on any side effects to my own person, but I refuse to knowingly and deliberately put my children in ***** way. I hope that Hims can act with empathy, compassion, and at the direction of a moral compass as I seek a resolution.Business response
07/18/2023
Hey,
Thank you for bringing this to our attention. We are 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
07/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
07/17/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Cancelled subscription on 11/15/2022 and requested refund for the first item they shipped to me - product did not work for me as they had stated.I never received my refund from the first shipment, continue to get charged every three months and have not received my refund for those charges, have multiple pill containers that are unopened and unusable (they dont work for me), unable to get in touch with anyone on the phone (I sit on the line waiting for a representative for ***** minutes at a time, and then the automated message butts in and says nobody is available at the time and to try calling back again).Cancellation Date: 11/15/2022 Name of Contact: ************** Source of ***************************** App Date of Escalation: 4/14/2023 Name of Contact: N/A (just signed as, Hims & Hers Support)Source of Cancellation: Email **************************************** Zendesk Ref# ELXQGO-5Q2MO Date of 2nd Escalation: 6/17/2023 Name of Contact: N/A (no response during business hours, no option to wait on the line for an agent or leave a voicemail or request a callback - they just hang up on you after waiting for so long)Source of Cancellation: PhoneBusiness response
07/18/2023
Hey,
Thank you for bringing this to our attention. We are 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
07/15/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On July 6 2023 I received an email from HIMS that my shipment was on its way. I hadnt ordered approved any new purchase, so I was surprised. On my initial order, several months ago I had ordered the specific quantity that was shipped and had no reason to think there would be future unapproved purchases shipped to me.As soon as I got the automated email from HIMS on July 6, I went on their app the same day and asked in them chat to cancel this order and all future orders. It is obvious HIMS makes it intentionally difficult to cancel these shipments and then refer to it as a subscription.I request a refund for the $93.00 charged for this unapproved shipment. I will gladly return the product as it is unopened and the shipping box is still unopened.Business response
07/16/2023
Hey,
Thank you for bringing this to our attention. Were truly sorry to hear you had a frustrating experience. We would like the opportunity to see what we can do 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
07/16/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
07/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In August of 2022, I started a subscription for medication with Hims and Hers. Within the first month, I realized the medication was not for me and I told my provider that the medication was not working. The provider told me to continue taking the medication but I no longer wanted to continue so I pushed back my refills for the 9/10 months of my treatment plan. I wanted to cancel but could not figure out how so I called in early September to cancel my subscription and had an employee walk me through the cancellation process. Online, it looked like I canceled successfully so I didn't worry about it. Fast forward to now, 9 months later I get an $85 charge on my account without any sort of warning. I immediately emailed customer support and they say they can't refund me because it has shipped and they have no record of me trying to cancel. I have not talked to my provider in 9 months and they just refilled my prescription without warning. I not only think this company is unsafe, they are scammers. And after reading the many other complaints of the same exact issue, I don't feel as though the business will refund me but I will be warning anyone and everyone I know to steer clear of this company!!Business response
07/16/2023
Hey,
Thank you for reaching out - we are sorry to hear that your experience was not ideal.
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
07/12/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
In January 2023 I canceled a subscription that was not effective. Hims made the process very difficult by hiding the link and making me answer a questionaire that then requires consultation with the doctor. The doctor then suggested alternatives and did not follow through on my initial request to cancel. In July, after submitting the information that the medication was unwanted and not effective to the medical doctor I was told a new refill was shipping and I was billed $93. I called for a refund and stop shipment the same day the notice was given and told I had to cancel it 48 hours prior. I canceled it 6-months prior yet they refused a refund and it had not even shipped. Once you commit with a Hims subscription and they have your payment information they will make it very challenging to cancel and continue to bill you.Business response
07/13/2023
Hey,
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
07/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
07/08/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I began using their product back in March and it began to quickly irritate and damage/burn my scalp upon use. I reached out to see if there was anyway to continue using it, or what I could do to help with the issue. One of their nurse practitioners told me to just stop using the product, which I begrudgingly did. I've now been billed for and sent more product for a treatment I can't use. They refuse to acknowledge this, take back their unopened product/refund me.Business response
07/09/2023
Hey,
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
07/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
07/08/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed a prescription that after finding out more information about the product and how it would not be best for my needs, during the initial intake I messaged the doctor back saying that I needed to change it to a different prescription. The prescription was changed and I had to follow that up with a phone call to their customer service to confirm the initial prescription was cancelled because it was still showing on my account. They would not cancel it and charged me for both, even though neither had been shipped yet! I notified HIMS *** the day after placing the order, the next day, the day after that,,,,,,and they still continued to process and fulfill the order even though I specifically stated in writing that I wanted to cancel the order and they did this well before the item was even shipped. They still charged me the $210 for a product I did not need.Business response
07/09/2023
Hey,
Thank you for bringing this to our attention. Were truly sorry to hear you had a frustrating experience. We would like the opportunity to see what we can do 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
07/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Cancelled subscription april 20th 2023, which was confirmed by company with confirmation #*******. Notified July 6th that they are sending another shipmint which I did not request and do not want. I want refund for this shipment, as I do not want it. Product doesn't work, is expensive, and hard to cancel. I wasted another hour today cancelling again for an item i did not order.Business response
07/08/2023
Hey,
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
07/05/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
The initial transaction was in May 2023 I paid the company $150 and the only way that I could access the hair restoration product was via a monthly subscription that they said I could cancel at any time.The product caused an extreme reaction of itching an redness a burning sensation that lasted for hours!There is no cancel button on their website. trying to get a 'live' person takes very long on their website. They even say that the chat person is a third party customer service provider. When I finally reached a representative on July 5th around 3:40pm PST she kept asking me where I emailed them to cancel the subscription due to the health impact. She stated that it was clearly labeled that the product has side effects that get better over time! I tried the product for over 30 days and the symptoms grew progressively worse-not better.The product has not arrived yet. I offered to return the shipping box they used unopened. She said this was impossible. She then asked me about my symptoms. This is a violation of the ***** laws. She is not a medical professional. She is a third party customer service representative. I tried to settle this dispute amicably. But unless they cancel my subscription-which ****** claimed she would do- and refund my money - I was forced to report Hims to you at the BBB. If I do not receive a satisfy response to my complaint by the company I may seek reimbursement through other means.Business response
07/06/2023
Hey,
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
07/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************
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Contact Information
Customer Complaints Summary
1,678 total complaints in the last 3 years.
1,371 complaints closed in the last 12 months.