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
06/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On May 14, 2023, I was charged $297 for medication that ultimately I am unable to use. There was no opportunity to actually discuss with a medical provider beyond cut and paste text messages. Three different providers messaged me also making me incredibly concerned about whether there is any continuity in care. People are going to this company for medical care and are being served potentially dangerous prescriptions without appropriate counseling or individual consideration. What is advertised is not what is provided.
Business response
06/19/2024
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
06/19/2024
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
06/14/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of transaction: Original purchase Jan 19, 2024, next order Jun 12, 2024 Amount of money paid: $195 initially, then $175 on June 12 Product: HIMS Hair Loss treatment Nature of dispute: They claim there is no way to cancel the next shipment even though I contacted them the same day the renewal order notice came through before the pharmacy started processing the request. This is plenty of time to cancel the request internally and send a refund. This is standard practice in other industries, even hospitals and the rest of healthcare can process refunds and cancel prescriptions. This is clearly a scam strategy to prevent refunding me and many others to increase profits and hurt the consumer.Have they tried to fix it: No, they won't fix it, they only cancelled my membership for the next order but will not cancel this order. I am requesting a full refund of the $175 charged.Order Number: q6KtRdWnYPI
Business response
06/17/2024
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
06/21/2024
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
06/14/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I went through Hims & Hers intake process for a weight loss plan on 05/08/24. I was eventually prescribed some medications with little or no explanation about potential side effects or expectations. I was billed for a 5 month supply of medications and the medications shipped without evaluation of how I would react to the medications. The medications were delivered on 05/13/24. I reached out to Hims & Hers on 06/06/24 because of the unbearable side effects of the medications that were not made known to me and the lack of result. I indicated that I would like to return the medications for a refund of my money since I felt that I was defrauded and sold medications that was detrimental to my health. I was denied either the opportunity for a return or refund. I made another attempt for a return/ refund on 06/11/24 but was told to dispose of a 5 month supply of the medications sent to me and denied my request for a refund. This is a fraudulent practice and it's evident that Hims & Hers does not care about the health and well-being of their customers. Healthcare professionals are supposed to evaluate how a patient responds to medications prescribed prior to shipping out a 5 month supply at a time and billing the patient. The medications sent to me were having adverse effects to my health and I can't lose my money only for Hims & Hers to tell me that my only option is to dispose of the medications without the opportunity for a return/ refund.
Business response
06/17/2024
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
06/17/2024

Complaint: 21849317

I am rejecting this response because:
I have not received the purchase price paid to Hims & Hers. I paid $395 and that is exactly what I expect as my refund amount. Thank you
Sincerely,

*******************************
Business response
06/18/2024
Hello,

We sincerely apologize if you didn't find our resolution satisfactory.

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
06/21/2024
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
06/13/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The meds prescribed made me sick and despite me addressing the issues no update was provided by the dr. I am requesting a refund in full for the meds since I have only been taking them for 4 days and I have been so sick I can barely work, cant eat sleep etc. I stopped taking them but I feel like I am due a refund bc I had to go back to dr due to being so sick.
Business response
06/17/2024
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
06/17/2024
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
06/13/2024
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.
I was charged $147 by Hims on 6/9/24 for a prescription I had not confirmed nor accepted. This occurred after I had completed an intake questionnaire and provided my credit card information, under the impression that I would not be charged until a prescription had been prescribed by a physician AND I had placed an order. At 6:01 PM on 6/9, I received a message from a physician through Hims that I had been given a prescription. It was at this point that I began to worry that I would be charged without any further action, based on the wording in the messages. So, I went into my "subscriptions" and went ahead and canceled all future orders, assuming I had gotten to it before any orders had been processed. Instead, I received an email from Hims at 10:12 PM on 6/9 that my order had been processed and I was charged the full $147 amount for my order. I then messaged Hims to see how I could cancel this order and be reimbursed, only to be told that I needed to have canceled my order 48 hours ahead of time to be eligible for a refund. This obviously would have been impossible since I was informed of the initial prescription and that the order had been processed in a 4-hour span. I tried calling Hims to explain, and was offered "at most" a partial refund for the same reasons as I received in their email. I am asking or a full refund and hope to ensure that this doesn't continue happening to other customers.
Business response
06/16/2024
Hi,
Thank you for providing your honest feedback, and were so sorry for the experience you had.

We will be reaching out to you shortly to resolve this matter as soon as possible.

The Hims & Hers Team
Initial Complaint
06/13/2024
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.
On a whim, I placed an order with Hims on 5/18, but the payment didnt go through. After learning it did not charge my card, I did some more research and changed my mind about getting this service. I checked the website and the app to delete my card information, and everything I could see looked like my card information was deleted when the payment declined. Imagine my surprise on 6/7 when I saw a pending charge from 6/6. The funds were available on the card by 5/19 and every day since, so Im unsure why they waited three weeks to put the charge through. I immediately reached out to the company asking them to stop the order (which had not yet shipped) and refund my payment. I also requested my card information be permanently removed from the site. Ive searched high and low and have yet to find a way to delete your card information through the app or website. The only available option is to add a new card, not delete current card information. Now after going back and forth with the company (who did not stop the shipment) they say its too late to receive a refund because the order has been shipped. Im free to dispose of the product and eat the $395 charge if I want, though. After being asked again (all in the same email thread) to permanently remove my card information from their site, they informed me they had no idea Id requested for my card to be deleted but theyd permanently removed it from the system. Im thankful for that! Unfortunately they are still refusing to refund because my request was not received before the order was processed although my initial refund request was sent more than 24 hours prior to receiving shipping confirmation, while my order was still processing. I just want my money back.
Business response
06/15/2024
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
06/18/2024

Complaint: 21845949

I am rejecting this response because:
I was offered a refund of $98.75. My total paid was $395
Hims chose to reach out privately rather than reply here. My reply to hims-
I contacted your company less than 12 hours after the charge confirmation was sent. If responding that quickly is well past the cancellation period for processing then what is the cancellation period? Id have contacted you sooner, but I was asleep when the email came in (around 10pm.) I dont need Hims to repeatedly clarify anything I need my full refund. I did not realize I needed to cancel anything prior to 6/7 because, as I stated, the site and app made it look like my card information was deleted. When I clicked on payment methods there was nothing there. That alone is a shady business practice. I cannot tell you one single website I know of where I cannot view and delete saved payment information except HIMS. I just want my money back and I hope more people look at the BBB complaints before using this company. I wish I would have!
I would very much prefer the company respond here rather than via email. Transparency seems to be something severely lacking with this company. I just want my money back.

Sincerely,

*************************
Business response
06/19/2024
Hello,

We sincerely apologize if you didn't find our resolution satisfactory and your experience with this order.

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
Initial Complaint
06/13/2024
Complaint Type:
Sales and Advertising 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.
Their lack of contact and response is a complete scam. I tried multiple times to contact customer service and cancel with no response. The response was from a bot. They are billing an old credit card that isnt even valid anymore. I requested to cancel before item was shipped and they refused to. Their contact us does not list any way to contact them had to search for the number.
Business response
06/15/2024
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.

The Hims & Hers Team
Initial Complaint
06/13/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Like hundreds of other complains here, I was charged without prior consent and with prices that were not made clear during the "intake enrollment." After taking less than a day to respond to my request for treatment options, I was charged $174.00 for minoxidil without prior approval and put on a subscription plan. I immediately sent the company a request for a refund and cancelled the subscription. They waited two days to respond, saying that they were unable to process my refund because the order had already entered the "processing" stage. Their entire model is predatory and designed to hook people into initial unclear payments that they say are "impossible" to refund. The fact that so many other people have had similar experiences here makes clear that they know what is going on and what they are doing, but refuse to do anything about it to make their business transactions more ethical.
Business response
06/15/2024
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 Team

Customer response
06/15/2024
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,

*************************
Initial Complaint
06/13/2024
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 have attempted to cancel an order 30 minutes after placing it. I canceled thru their app. I send an email to cancel. I called their phone number and its puts you on hold & then hangs up on you, its not possible to speak to a person. After trying to cancel 3 ways they still charged my credit card!
Business response
06/15/2024
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.

The Hims & Hers Team
Initial Complaint
06/12/2024
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.
On 6/12 I signed up for hers mental health services. I talked to a provider who was fine, and who told me a specific medication theyd recommend and had put in for me. I was under the impression I would get to speak with someone more about the medication but instead it submitted the subscription. I went and cancelled it within the hour and have screenshot proof of it being cancelled. It made it seem like I would not be charged. Instead, I later got an email that the order had been processed and I had been charged. I went to the subscription page and it said my subscription was active and I would be charged again months later. I tried to cancel multiple times (at least 5) with it saying confirmed before I found out I was still going to be charged. Also, the company has a contact us page that looks like a chat but it email and I never heard back and got charged for a medication I do not want without being able to speak to someone in depth about it.
Business response
06/15/2024
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

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