Important 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.
Complaints
This profile includes complaints for Hims & Hers Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3,012 total complaints in the last 3 years.
- 2,296 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/04/2025
Type: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 thought I was buying a trial as it claimed it costed 0$, they then proceeded to try and charge me 195$ for the next 3 days to the point that I changed my card number and then without having the new card information they charged my brand new card anyways
Business Response
Date: 04/08/2025
Hi there,
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.Initial Complaint
Date:04/04/2025
Type: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 requested to cancel my order when I saw that they tried to charge me for a full year, when I requested for a monthly subscription.. No response, cant reach a customer service agent. They are still consistently trying to remove over $400 out of my account. This is truly frustrating! Ive also canceled in the App .Business Response
Date: 04/07/2025
Hi ******,
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.Initial Complaint
Date:04/04/2025
Type: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.
Attempted to contact customer service to change my order as I was under the impression I could take my prescription to another pharmacy. No one contacted back. No ability to cancel. I was charged anyway.Business Response
Date: 04/07/2025
Hi *******,
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.Initial Complaint
Date:04/04/2025
Type: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.
Canceled my subscription but not refunded for my processing orderBusiness Response
Date: 04/07/2025
Hi there,
Im so sorry to hear your experience with us was less than ideal, but I 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.Initial Complaint
Date:04/04/2025
Type: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 a form on 4/3/2025 and put my card information but never clicked submit because I wasn't sure if I wanted to purchase. I closed the tab and then got a charge of $165 for something I didn't want or ask for.Business Response
Date: 04/07/2025
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
Date:04/04/2025
Type: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 signed up for GLP-1 weight loss medication and began weekly injections according to instructions on or before Nov 9th, 2024. Not only was the customer service terrible as I told them at check-in that the medication was not working; but they did not offer a refund or even send me enough syringes so I had to ask for more. They start you out at 8 units knowing that this will not be enough to facilitate any weight loss. Even at 50 units which is the maximum and maintenance dose, I lost absolutely no weight, not one pound. I have major doubts that I was sent the proper medication or if it was legitimate and not a counterfeit. I also was not ever told which GLP-1 I was even using. The medication had to have been either outdated or I received bad doses. No customer should ever pay $299 per month, totaling almost $900 to lose weight but then don't lose any weight. I followed the instructions and never felt my appetite was suppressed and I never felt full. I believe there was something wrong with my GLP-1 and that its effectiveness was compromised. I do not feel safe that the *** approved the particular version of the type of GLP-1 drug that I received.Business Response
Date: 04/07/2025
Hi,
Thank you for providing your honest feedback, and were 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 TeamCustomer Answer
Date: 04/07/2025
Complaint: 23160363
I am rejecting this response because:They have done nothing to resolve the issues and have not offered a refund!
Sincerely,
******* ******Business Response
Date: 04/10/2025
Hello,
We sincerely apologize if you didn't find our resolution satisfactory in our last response.
We have sent an emailing clarifying that you requested your account and all information to be fully deleted from our system, and once this happens, we are no longer able to access any information, or anything of this nature moving forward. Since this is all no longer in our system, we are not able to assist with a refund, or access this information any longer.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 TeamCustomer Answer
Date: 04/10/2025
Complaint: 23160363
I am rejecting this response because:I made it clear that the refund could be put on any card but they refuse to ask me which card to refund.
Completely unsatisfactory response
Sincerely,
******* ******Business Response
Date: 04/11/2025
Hello,
We sincerely apologize if you didn't find our resolution satisfactory in our last response.
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 TeamCustomer Answer
Date: 04/13/2025
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.Thank you
Sincerely,
******* ******Initial Complaint
Date:04/04/2025
Type: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.
This company is,a ****. They make it almost impossible to cancel. The dirwctions they give you to cancel are not true. You call and they say you can cancel then sebd you the,SAME intructions that dont work.I have tried, my boyfriend tried, my tech savvy assistant tried. The most I am able to do is to postpone my order but then 3 minths later I get a new delivery.Business Response
Date: 04/07/2025
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 Answer
Date: 04/07/2025
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
Date:04/04/2025
Type: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.
Complaint Summary:Hers (***********) abruptly removed access to a veteran/special groups discount promotion with no notice, despite verified eligibility and active enrollment steps.Complaint Details:I recently went through the SheerID verification process to confirm my eligibility for a veteran discount being offered through Hims & Hers. On April 2nd, I completed nearly all enrollment steps and reaching the final step of inputting my payment information and identity verification. At that point, I exited the app to confirm that my FSA card would cover the purchase, as I had made other recent FSA transactions and needed to check the balance.When I returned to the app on the evening of April 2ndless than 24 hours after initially beginning the processI was no longer able to select the medication that was previously available under the veteran discount. I immediately reached out to Hers' customer support, who informed me that the promotion was no longer available.There was no communication or notification that the promotion had ended. Furthermore, all language on Hers' veteran discount promotion page still stated that the offer was active and did not include any expiration date or indication of limited availability. Please see here: ********************************************************************** I feel misled and disappointed. I went through all required steps in good faith and was within what any reasonable person would consider an appropriate timeframe to complete enrollment. This lack of transparency and failure to honor a verified and promoted offer. I am requesting that Hers honor the original veteran discount as advertised when I began enrollment and allow me to proceed with the purchase as originally intended. Discounted Price for 12 months: $1,188 Regular Price: $1,980 Difference and amount I am disputing: $792Business Response
Date: 04/04/2025
Hi,
Thank you for providing your honest feedback, and were 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 TeamCustomer Answer
Date: 04/06/2025
Complaint: 23159900
I am rejecting this response because despite saying in their response to BBB that they will do everything they can to resolve right away, they sent me another canned response insinuating nothing can be done. I've attached both their response and my response back to them.Business Response
Date: 04/10/2025
Hello,
We sincerely apologize if you didn't find our resolution satisfactory in our last response.
We understand there is a misunderstanding about the window for the discount you are inquiring about, and have responded to your email clarifying the misunderstanding.
I can confirm that the Appreciation Discount ended on March 24th, 2025, and in your complaint you stated you went through the verification process on April 2nd, 2025 (which would be outside the window for the promotion).
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 TeamInitial Complaint
Date:04/04/2025
Type: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.
*** ordered products from this company for 4 years. Up until recently they were great on timing and shipping, but due to how late my last order was, I just dont need the medicine right now, and I cant afford to have the somewhat large sum taken at a time when I genuinely dont need it.Business Response
Date: 04/04/2025
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 TeamInitial Complaint
Date:04/04/2025
Type: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 am filing a complaint regarding an unauthorized charge and Hims, Inc.'s refusal to issue a refund despite clear communication and prompt action on my ******* January 2025, I communicated directly with a Hims-affiliated doctor and asked that future shipments be put on hold until I specifically requested them. Despite this, on March 16, 2025, my credit card was charged $150 for a new *********** the time I received the charge notification, I was locked out of my Hims account and unable to cancel or update the order. I immediately contacted Hims support, explained the situation, and provided a screenshot of my January conversation confirming that shipments were to be paused until I gave further instructions.Hims support repeatedly refused to issue a refund, stating that because the order had already been processed, it could not be canceled. They also stated that returns are not accepted. However:The shipment was sent despite prior communication with a Hims medical provider.I contacted support promptly after the charge, despite account access issues that were outside of my control.The product (serum) has a short shelf life and will expire before I can use it, making the shipment a total loss.Please process a refund, as I canceled the subscription back in January and the March shipment was sent without my approval.Business Response
Date: 04/04/2025
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 TeamCustomer Answer
Date: 04/05/2025
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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