“Avoid like the plague. Highly dubious marketing that doesn't reveal (until the small print) this is a subscription service. When the subscription starts they will take your money and refuse to refund. They hide behind the prescription nature of the product to say it can't be returned. There's no contact prior to payment being taken to give you the opportunity to cancel. Absolute sharks. I'd give them zero stars if I could.”
“In November I purchased a treatment from the online retailer ForHims (Hims & Hers UK Ltd) for topical finasteride / minoxidil, a treatment for male pattern baldness. This treatment caused mood changes (anxiety and depression) and sexual side effects, and I stopped it after two months. The cost of the treatment was £124.12.
However I then received a further package at five and a half months. The website and confirmation email did not make it clear that prescriptions were recurrent and that money would be taken automatically. My account was debited for a much larger sum of £154. This happened on the same day that I received an emailing informing me, leaving no time to call and cancel.
I have a number of concerns about Hims & Hers UK Ltd business practice in the UK which I will list below:
1. Emails and text messages at initiation make no reference to ongoing subscription and future costs. This is only referred to in the terms & conditions.
2. Further money is removed from the bank account at the same time as an email is sent informing the client that a new product is being sent. This allows no time for the client to contact and cancel. Terms and conditions state that notice of cancellation must be received 48hrs before dispatch, but the lack of warning makes this impossible to do.
3. Email notification, shipping and billing all occurred simultaneously at 5 and a half months (in my case). Again this early billing makes it harder to pre-empt and cancel unwanted prescriptions.
4. As no prior email contact is made, no health checks are made prior to the product being sent. Serious side effects from finasteride (such as depression, suicidal ideation, sexual dysfunction) can present within weeks but are usually present within 1 - 2 months. Assessment at 6 months would be the minimal required to check for such side effects. It is therefore concerning that there is ongoing provision of medications without minimal checks to ensure safe prescribing practice.
5. In this case, the second payment was significantly greater – in this case 25% greater than the first. Again, no contact is made to inform the payee of this, and confirm that such an increase is acceptable, or allow for cancellation.
6. I contacted the Support Team on several occasions to outline these concerns, and request a refund. On each occasion they did not engage with or answer my legitimate concerns.
7. When the bottles arrived one had leaked into the box. I offered to send photographic evidence and return the bottles, safely packaged to ensure no leakage during transit, but they did not answer this offer, and again refused refund.
8. An account has to be set up to chance prescriptions. Again this is not made clear by initial emails and text message. However once an account is made there is no way to cancel using this account.
9. Of relevance, there is a ruling (upheld) against Hims & Hers UK Ltd by the Advertising Standards Authority in February 2023: see https://www.asa.org.uk/rulings/hims---hers-uk-ltd-a22-1145016-hims--hers-uk-ltd-1.html.
I believe there is clear evidence of questionable business practice demonstrated by Hims & Hers UK Ltd. Please note I am not the only one to raise such concerns, there are many others who have written online about similar experiences of poor service and unwanted subscriptions and billing.”
“Their website is designed to be misleading and to push customers into making choices that result in immediate charges.
Just now I just had an unpleasant experience while trying to cancel my card details on the website.
After deleting my card number and pressing SAVE, I was charged £138 as if I had tried to place a second order. This action has no rationale behind it, but it still happened.
To make it even worse, there is no option to cancel an order, and the website does not provide customer service through phone or chat. Thus, it is impossible for me to cancel an order I didn't place.
I had to rely on their communication form to contact the support team, and I am still awaiting their response. Unfortunately, my card has already been charged.”
“I have ordered a few months ago, I was happy with the product. Before my second purchase I moved address. Initially, Norman, who is the name of the person that respond back to me, was helpful. He told me that will ship another product to my new address. A product that never arrived. Although, I was not been been able to track the order. After almost a month, he told me that he can see that the product was delivered in my address; however, I never received it. Then they charge me for third time. I asked him for a refund because I am still waiting for my second purchase’s delivery. Almost with no reply, they ignoring my emails. Not happy with the customer service, at all, they stole my money. Literally.
Also, there is no any link on their website, that you can easily pause or cancel your subscription.”
