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 2023. Complaints on file concern consumers being charged for medication and/or enrolled in a subscription after the questionnaire is submitted. Consumers are also stating that they are unable to receive a refund after their shipment is processed.

BBB encourages consumers to review Hims Inc. “Terms and Conditions,” specifically section "Subscription Products and Services" at https://www.forhims.com/terms-and-conditions and the business refund policy at https://support.hims.com/hc/en-us/articles/360031526911-what-is-your-refund-policy-

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Initial Complaint
09/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I submitted responses to a questionnaire on 10/22/2024. I was waiting for a response but was charged $175 and wasnt given a chance to agree to the meds/order before they charged me. I have been emailing and calling to cancel this since the minute I saw the charge and cant reach anyone. Ive spent hours on hold. I just want to cancel an order that I didnt intend to place.
Customer response
09/24/2024
Hi. I filed this complaint and then was finally able to reach the company and let them know. They ended up refunding me. I do not need that as part of my resolution. Ive seen that they have a lot of complaints, and I am very unhappy with their customer service and how they initially handled the problem. Thanks.
****
Initial Complaint
09/22/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Today I was notified by my bank that Hims charged me $96 for subscriptions which I clearly remember I cancelled several months ago. The company did not send any notification to me before they charged me, and I think it is a predatory behavior. Even worse is that they are not allowing me to cancel the order once its been reviewed on their system. There is literally no way I can contact with them via Chat or Phone.
Business response
09/22/2024
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
09/22/2024
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,

***** **
Initial Complaint
09/21/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On September 12, I ordered one of Hers products. When I looked at my bank statement I realized I was charged twice for the one order I placed. This is clearly a mistake on their end, however I checked my Hers account to double check. I do not have a subscription, I never did, and their system confirmed it. I tried sending a message to Hers via their website but there is no way to do it. I also tried calling multiple times but the wait is always 30 min. They make very hard to communicate with them to report this mistake. I would just like to get a refund for the extra $50 I was charged by mistake.
Business response
09/22/2024
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
09/22/2024
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. I will wait for the refund to be processed in the estimated time Hers mentioned.

Sincerely,

**** ********
Initial Complaint
09/20/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Sept. 13 I contacted the online company Hers to understand options they have to help with hair loss. I was submitted an intake survey to identify what my needs/concerns are with hair loss. After filling out the intake form, they indicated there would be a consult with a physician and asked for a credit card information for a subscription - which I understood would be after a consult. I went to bed almost immediately after filling out the intake form. Imagine my surprise when I woke up the next morning to a confirmed prescription for ********* - and a lengthy note about the meds and potential side effects. The time indicated it had been filled less than 12 minutes after my intake form. I was prescribed and enrolled in a recurring subscription before knowing what the prescription dosage would be. When I filled out the survey, I thought I was going to be emailed the information to then decide if I wanted to move forward. I immediately cancelled the prescription on Saturday morning (9/14) via hers website, which indicated that my intake had been reviewed but was not yet processing. Per the website, a subscription/rx can be cancelled up to 48 hours prior to the prescription being processed. I thought, thank goodness it's not yet being processed. I received cancellation confirmation on Sunday, 9/15.On Tuesday afternoon, 9/12, I received an email that the items had shipped. I logged in and saw they had still filled the order. I was only able to cancel the subscription for the next "dose". I attempted to contact customer service and was sent through a frustrating loop that repeatedly took me back to the *** page. I finally found a phone number to call. After going through the automated loop process, I was able to connect to customer service, only to be told via an automated voice that there are no customer service agents available and I should call back later. This happened 4x before I resigned myself to finding an alternative method for resolution.
Business response
09/23/2024
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
09/24/2024
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,

****** ******
Initial Complaint
09/20/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was deceived into purchasing a product online from Hims. i went through the process of ordering and gave my payment information under the pretense that it was not the final stage of the payment process. the button at the bottom to submit said id be paying $0 until the time it ships. i proceeded forward and hit the $0 button and was then told i had payed $175 dollars and ordered the product. i was shocked and immediately attempted to cancel the order. there was no place on the website or app to cancel before it shipped. i then emailed their support line ************************************* and got no response. i tried calling multiple times their support phone number and was put on hold for over 45 min each time with no hope of getting a human on the phone. i then was notified it had shipped and only after that received a response saying it cant be cancelled because the order was already processed and shipped. Its now a Friday early afternoon and nobody is there to answer the phones at all.
Business response
09/22/2024
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
09/22/2024
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. They offered a full refund.

Sincerely,

******* ********
Initial Complaint
09/20/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Saturday, 9/14/24 @3:53 pm. I went on line to order oral hair supplements. At 4:27 pm, Saturday 9/14/24 I cancelled my order and received a confirmation of that order about an hour after ordering, I went back on line and cancelled and deactivated my account. I received a confirmation of that cancellation on 9/15/24 and 4:07 pm. On 9/17/24 @ 12:52 pm I received a text and email stating my order was shipped and on its way. I called their phone line and was put on hold for over 45 minutes. When the operator came on, she said she couldn't hear me and hung up.I called my credit card to dispute the charge of $175.00. Response from company below. Have ot recd items to date (9/20/24)Hims and Hers Support (hims, inc.)Sep 18, 2024, 11:24PM PDT Hi ******, I apologize for the delay in getting back to you our team is working through a large number of messages at the moment, and I appreciate your patience. I'm happy to look into your refund request, though. I'm sorry, we're unable to provide a refund for your order as we are not able to cancel or refund orders once they are processing at the pharmacy. By selecting $0 due now you are agreeing to a continuous subscription and will be charged $175.00 every 150 days if/when the provider prescribes you. We are also unable to accept returns for any pharmaceutical products once the medication has left the controlled environment of the pharmacy. Below are the links to our refund and return policies. Refund Policy: ************************************************************************************************************** Policy: ********************************************************************************************************** With that said, I see you canceled the subscription after this order started processing so this will be the last order and charge you will receive from us. Please let me know if I can help you with anything else. Regards,Hims and Hers Support
Business response
09/21/2024
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
09/21/2024
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
09/20/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Sep 19 I ordered the 48 week plans. About 6-7 hours later after lots of research I decided to cancel. Tried to find a way to contact them directly and they have a revolving door of links that take you nowhere and the messaging system I ordered through I left the message to cancel. They never answered me back. Once I placed my order the projected shipping date was the 23rd of September. Conveniently a shipping label was created the evening after I canceled. The purposely waited until the next day to respond to my cancellation. Denied my request and offered no others support other than an apology. Bad business bad customer support terrible options to contact them and just a terrible experience all around. Please advise people to not use them or if they choose to be aware they they offer no support after.
Business response
09/21/2024
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
09/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and will be waiting for them to contact me.

Sincerely,

******** ******
Initial Complaint
09/19/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 9/17 I was charged for an order of $395. I went to customer service to cancel the order, and they said yes and said a full refund would be issued. I was very satisfied with this, and I understand that refunds take 5-10 days to process. What I thought was a refund appeared on the same payment method, however, it was a 2nd charge for the same order, not a refund. I called my bank to confirm this was not a refund but a charge. Now, I have almost $800 charged to my payment method for a service never received and acknowledged as cancelled by the provider. I understand mistakes happen, but I have tried to get into contact with a human for over 6 hours by phone, email and through the messaging system on the website with no success. Again, I understand mistakes happen, but $790 is a lot to me and I need the service provider to acknowledge this issue and correct it.
Business response
09/20/2024
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
09/20/2024
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.

Sincerel
Initial Complaint
09/19/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Without getting an email notification i got charged 78$ and immediately I cancelled my subscription and emailed them that I dont need the product and as it wasnt shipped yet please cancel it, this all happened on September 16, and suddenly after 3 days on September 19 got an email, telling me that they cannot cancel it as it was already shipped, it took them 3 days to respond.At least they could see that I basicly canceled the order before it got shipped, This lack of customer service is disappointing and horrible. It reminds me a thing called subscription scam.
Business response
09/20/2024
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
09/20/2024
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
09/19/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Aug 12, 2024, I purchased a 150-day subscription from Hers.com (part of Hims.com) for a shampoo to address hair loss, for $175. My credit card was charged for order #q2qMhKYK1A. However, that same day, after reading about the ingredients in the shampoo, I became concerned about the product's high concertation of Minoxidil (7%, whereas most prescribed medications only go up to 5%), so I messaged the Hers.com "medical team" to ask about product safety and check if there were other, lower-dosage, shampoos available. A "care provider" responded to me Aug. 12, saying there were no lower-dose products available. That being the case, I cancelled my subscription on Aug. 13, then chatted with a customer service representative to request a refund and request that the products I had ordered NOT be shipped to me, as I did not want them. Hers.com's policy is: "Cancellation will take effect at the end of the current subscription period. Your subscription will automatically renew for another subscription period UNLESS YOU CANCEL AT LEAST TWO (2) DAYS BEFORE THE APPLICABLE RENEWAL PROCESSING DATE of your subscription."Because I cancelled my subscription less than 24 HOURS after ordering, and three days before the products were scheduled to ship (they shipped on Aug. 16), I don't believe I should have been charged for the 5-month subscription, nor do I think they should have shipped the products to me, in the first place. Per their policy, there were at least 72 hours between my cancellation and when they shipped the product -- they could have easily stopped the process. I was timely with my cancellation request and attempted to work with Hers.com through their chat function and provider messaging function. It seems that they are focused on getting peoples' money quickly, without proper customer service. I am happy to return the products; they sit unopened in my home. I asked my bank, ***** Fargo, to stop payment on the order, but they ultimately decided against that.
Business response
09/19/2024
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
09/20/2024
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. I appreciate your help and their speedy response. Thank you.

Sincerely,

*******************************

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