ComplaintsforHims & Hers Inc.

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  11/01/2024 $175.00 Speaking with the doctor there are negative side effects that are not worth obtaining the product. Requested to cancel the product and the product was never shipped. Reached out multiple times and emailed the company and they refused a refund. Feedback from the company below. “First, I'm sorry for any confusion– unfortunately, we're unable to provide a refund for your [PRODUCT]. We offer our prescription medications through auto-bill subscriptions to ensure that you receive your refills on a consistent basis.” Terrible to charge clients for products that are never shipped. Lost a client.

  

  Business response

  11/05/2024

  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. 
  
  We’d 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

  11/05/2024

  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,
  
  Miguel L***

• Initial Complaint

  11/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This company is very misleading and their processes are extremely concerning!! As a professional counselor in two states, I didn't know it was even legal to prescribe medication without a virtual visit with a client, so when I personally sought out Hers to speak with someone about starting medication for mild depression and anxiety symptoms, I read all of the fine print with that in mind. On the afternoon of 11/2/24, I completed their online assessment which outlined that it would take 12-48* hrs for a diagnosis (not the medication itself). I took screenshots of the process and one screen shows *On average 12-48 hrs, but actual "appointment times" vary by state and individual patient.* Again, "appointment" implies that individuals first meet with a provider before being prescribed medication. My intake form was submitted at 4:37pm, after which, I started having reservations about meeting with someone virtually and reached out to my local provider and I planned to communicate this with Hers once a provider reached out to schedule an appointment. However, at 9:26pm on 11/2/24, I received an email confirmation that a provider had reviewed my assessment, and prescribed AND ordered my medication. I was shocked by this and immediately sent a message to the provider through the portal, and sent an email to customer service letting them both know that I did not feel comfortable moving forward with their service and wanted to cancel/refund the medication that the provider had ordered. I sent an additional message reiterating these concerns, and another follow-up on 11/3/24 stating that I needed a response ASAP or I would be reaching out to my bank, but instead received a confirmation at 12:03pm that the order had been shipped. I still have not received any responses from customer service or the provider via the portal, which is supposedly the fastest way to receive a response.

  Customer response

  11/05/2024

  Hello, I recently filed a complaint with Hims and Hers, and have since received an apology and refund from the company and would like to retract my complaint. Is this possible? Thank you! Complaint ID: ********

• Initial Complaint

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Undisclosed highly addictive drugs that treats conditions I don't have, these drugs: - Bupropion - highly addictive drug (antidepressant, smoking sessation) - Naltrexone HCL - highly dependant (reduces opioid and alcohol use addiction disorders) - Topiramate - treats migranes and epilepsy reduces food addiction - B12 - I do not have B12 deficiency. - Metformin - pre-diabetes to diabetes 2 treatment I have none of these symptoms, I only need Metformin. ******** The app asked me about all the addictions, which I have none, I'm not depressed, not smoking, I do not use opioids, I have no alcohol addiction, I don't have migranes, I don't have epilepsy, and I don't have food cravings. ******** Prior to the payment, the app does not expressely explain: - the additive/dependent nature of these drugs that they want the patient to take - Bupropion, Naltrexone HCL, Topiramate, B12 are taken for two weeks - Metformin to start taking on week 3. this is delayed. ******* I thought I could throw away all the other pills and t*** take Metformin alone. But I don't even receive the only one important drug on week three. this is therefore a SCAM ! I have told them (Dr. Awtar R******, Patient support), to just give me Metformin. Even w*** I explained that I do not have any of those problems those drugs are trying to treat. That I was not expressly explained what those drugs did, and that I only wanted Metformin. They said no. ******* I have cancelled the subscription before 48h of placing the order, the charge is still pending. I demanded a refund but the charge is still there. This is not a good company, it plays with patients lack of understanding, and the drugs prescribed are highly dangerous in the hands of the unexperienced. I have a PhD in this area, and work for national health institutes on biotech. I also work extensively with medical doctors. This company model should be audited and notification of dangers explained for each drug prior to consent and payment.

  

  Business response

  11/04/2024

  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

  11/05/2024

  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.
  

  Thank you for your help.  I won't seek further adjustments.

  
  
  

  After the complaint, I received 50%. I texted them over their app, and I received the remaining 50%.

  Though I feel it's unfair to the company, I had canceled the subscription days (3-4) before their shipment, texted them about this problem within 48h, which was days earlier than their shipping date and order medical approval.

   

  Sincerely,
  
  Hao C***

• Initial Complaint

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I canceled my subscription but was still charged for it. The company won't refund me even though the product never shipped as of today, 11/1/2024. I want a refund. I did not want to be billed, hence I canceled the subscription. Also, they claimed there was a "Two day" window to claim refunds. I reached out multiple times to the company via email and messages through their site. They waited till this "two day" window passed before replying back and am now saying I am ineligible. If this isn't fixed they definitely lost me as a customer for life.

  

  Business response

  11/05/2024

  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 response

  11/05/2024

  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,
  
  Aaron P******

• Initial Complaint

  11/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hello! I subscribed to HERS for a weight loss medication program. I paid $395 for an initial 6 month’s worth of medication. During the 6 months, I started experiencing side effects that prevented me from taking the medication and my primary care provider deemed the medication unfit for me. Unfortunately, HERS charged my account and is attempting to send me another 6 month’s worth of medication that is unsafe for me to take. I was not informed of the charge nor did I authorize it. I was also not checked on my their prescribing MD to make sure that the medication was still appropriate for me. It has not shipped and I would like my money refunded and order cancelled.

  

  Business response

  11/05/2024

  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. 
  
  
  We’d 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

  11/05/2024

  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,
  
  Allyson M****

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  October 21, 2024, I filled out the questionnaire regarding Hers weight loss medications. My weight at that time was 167, height 5'9" for a BMI of 24.7. I shouldn't have qualified for the medication because my BMI is normal, though high normal. After hearing back from the provider, and giving more information, I was approved. I received the delivery a couple of days ago. I haven't opened the box because my primary care doctor says it is dangerous to take this medication if I do not have a BMI of 30+. He mentioned that it was unethical. This made me uncomfortable to even try the program. I would like to return the unopened and unused box of **** and receive a refund of $297 for order #NOHr477FptQ Thank you

  

  Business response

  11/04/2024

  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

  11/04/2024

  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

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Company does business online. They have a subscription that lasts for a year. My prescription was due to renew mid October and late September and early October. I access the website to try to cancel this subscription, but my attempts of finding how to cancel was unsuccessful the company, then process a shipment And while the shipment was being processed, I sent Customer Service a chat message asking them to cancel the order and not ship the order. They went forward and ship the order anyway and now I’ve asked them for a refund and they have refused to refund the money. I took a screenshot of the instructions on how to cancel the order and tried on on two different occasions to follow it, and it did not work because the instructions were inaccurate and misleading

  

  Business response

  11/04/2024

  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 response

  11/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  The issue has not been resolved.  The business asked for additional information regarding the order details, which I have provided.  I'm awaiting a response from them.  

  
  Sincerely,
  
  Wener V****

  

  Business response

  11/05/2024

  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 Team
  
  

  Customer response

  11/05/2024

  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,
  
  Wener V****

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reached out to the Hers subscription program 2 days after placing an order to cancel and get a full refund. They refused saying that the order was already being fulfilled, even though I hadn't been charged yet and there was no shipping info to track. At this same time I requested a cancelation on my account and they confirmed via messages thru their app on Oct. 9th. I filed a dispute with my bank but it was denied. They never sent email confirmation until I reached back out asking for it proof of the on Oct. 9th cancelation to avoid future billing, then they responded saying on Oct 30th the request had been done, completely different from the Oct. 9th confirmation. Their email also said another fulfillment is being done, which will charge me sheik. There is no way to remove my account information

  

  Business response

  11/01/2024

  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
  
  

  Customer response

  11/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This is a change from what was originally said to my initial request for refund. The dispute with the bank was several days later, but now you are saying that it can't be refunded because of the dispute essentially blaming the bank as the obstacle to issuing the refund. This proves that you are changing your answers as to why the initial refund request was denied. I have emails and messages showing the conflicting reasons and how the story keeps changing. This can all be resolved very easily, and less expensively, by just refunding as your should have done. I'm fully prepared to activate a legal filing of this refund is not granted forthwith.
  
  Sincerely,
  
  Stella S*******

  

  Business response

  11/01/2024

  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 response

  11/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The company has conveniently attempted to change their time from what was originally given as s reason to not refund as requested prior to selling a card dispute with my bank. They are also claiming that it's impossible to refund now due to their accounting. I know good a fact this is a LIE. All companies have the ability to issue credit memos and other G/L chart of account protocols in order to revise financial reconciliations. This issue will not be resolved until a full refund is given, by any means necessary. 

  
  Sincerely,
  
  Stella S*******

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cancelled my subscription for weight loss medication through the website before entering my new credit card number to renew another prescription. Even though I cancelled and did not authorize the renewal of the weight loss medication, my card was charged and the medication was shipped without my knowledge. By the time I realized this had happened, I was told that they cannot refund me because I did not contact them within 48 hours of shipping. Obviously I had no idea it renewed or shipped because I canceled the subscription and wasnt anticipating anything. I am just looking to get a refund for the medication that I did not want as it did not work for me.

  

  Business response

  11/01/2024

  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

  11/01/2024

  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

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I jumped through many hoops to cancel my subscription in June 2024 (confirmation number v4gprUV4zU). Now in October, I am seeing pending charges for $175.I logged in and my subscription shows that it is active again. Tried to contact customer service, but I keep getting redirected to their help page with no option to actually talk to someone. There is no option to cancel the upcoming shipment. All it says is that the prescription was requested today, 10/30. I did not request a new prescription and didnt get any sort of heads up that it had been generated. I just happened to notice the pending charges when I checked my credit card balance.I canceled it again, but who knows if it will actually go through this time.

  

  Business response

  11/03/2024

  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

  11/03/2024

  Better Business Bureau:
  
  My financial institution handled the charges for me, and Hims/Hers sent an email saying they cannot do anything since I challenged the purchase.
  
  Sincerely,
  
  ***** *******

*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. ↩