Complaints

The 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:03/21/2024

  Type:Product Issues
  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 have had two separate issues with five hills inc. when I ordered planet duck merch. 1. I ordered a ****** in September 2021. The hoodie arrived several months later and I received an XL sized hoodie instead of the ** I ordered. I emailed Five Hills and they said they were unable to exchange it (as there was no stock) but to send it back for a refund. I was happy to but asked if they would be paying for the shipping, as this was not my error. They did not answer the question, and sent the same message again. I emailed back and forth for months and unfortunately a family emergency left my mind rattled and I could no longer deal with the stress this situation was causing me. With shipping I paid $87.21 USD for a product I couldnt even use. 2. My sister and I ordered some more merchandise together in September 2022. Silly mistake but as I had received other merch without issues I thought the above incident was a one time thing. This preorder took 11 months to shop and when it arrived it was missing items. We order 2 of the value packs, which were $200 USD each, but only received one. My sister ****** has been emailing Five Hills for over 12 months now is constantly fed the same excuses by ******. Please allow us more time, were escalating this to out financial team, please be patient as we look into this as well as every other excuse under the sun. With shipping (as it was not a flat rate) the missing box cost $237 USD which is an astronomical amount in my currency. It does not take more then 12 months to issue a refund for a missing item. It feels like they are trying to string up along until we give up. The situation has caused so much stress for us both and so much time has been sent sending emails back and forth. I just want my money back. Five hills has taken $323.64 USD from me for products I did not receive or did not receive as ordered. And refuses to resolve the issue.

• Initial Complaint

  Date:03/04/2024

  Type:Product Issues
  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 made a purchase on September 16, 2022 for the amount of $135.27. Order #NEV24426. I never received the item, so on Jan 29 I sent them an email looking for a reimbursement. this is the answer i got "Thank you for reaching out! We are still waiting on the shipment from our manufacturer, but we expect it to arrive sometime within the next two weeks. However, as soon as your order is handed over to our shipping carrier, you will receive an email with your tracking number." On April 11 I received this "Any unexpected delays or a major influx in orders may add an additional 1-2 weeks to this time. Once your item is ready to be shipped, you'll receive a tracking number. We have forwarded your concern to our order processing team and we will get back to you as soon as we hear from them. Please allow a little more time, and we will do our best to deliver your purchase at the earliest possible.Please confirm how you would like to proceed on this, would you like to proceed the order or get a refund for your late order?"April 12 "Please note that you have been refunded. Please allow 10 business days to receive your refund through the payment method you used to make the order. All refunds and cancellations are final!"On May 1 I sent this "It's been more than 10 business days since your last email, and I still haven't received the funds. Not in my ****** account or the credit card I used for the purchase. Please look into the refund process." Answer "This is definitely a mistake from our end. Considering we can't refund it directly from *******, would you happen to have a ****** link where we can send the refund to?"May 3 "I have escalated your concern to our internal team, and I will get back to you as soon as I hear from them. Please allow a little more time, and we will do our best to resolve the issue as soon as possible."March 4, 2024 i sent them another email. No answer and no refund yet.

• Initial Complaint

  Date:01/29/2024

  Type:Product Issues
  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 had ordered a Last Vegas bundle box for my daughter in September 2022 for $212.67. A few months later, I get an email notifying me that the order had shipped. After a few days, I noticed the package never made it out of CA (I am in **) and now said "return to sender." I created a ticket with ****, who called me and informed me that Five Hills had put two different address labels on the package so it was either sent to the other person or back to the warehouse. I contacted Five Hills who assured me I would be getting refunded. It is now almost a year later, and I still have not received a refund. They constantly lie and say there were issues with ******* and ******. When I contacted Shopift and ******, they verified that no attempts to refund me were made by Five Hills. I sent a payment request through ****** in order to get refunded that way, but the request is just ignored and ****** keeps lying and saying that the refund will be taken care of. I see from other complaints that this is a common issue with this company...they steal your money and then find every reason to be not be able to refund. It is at the point where I have no choice but to file a claim in Small Claims Court. This company is so unethical.

• Initial Complaint

  Date:07/22/2023

  Type:Product Issues
  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.

  On September 10th, 2022, I paid $131.35 for preorder of a key, a hoodie, and a beanie. (Order#NEV10593) On February 24th, 2023, I was given a tracking number for the shipment 1ZV1X8680320237072, but despite waiting months, the item never left the facility. I had noted others in my area recieving their products, so on May 9th, 2023 I reached out.Initially I was told by customer support that the item was in transit, but I pointed out that the tracking had remained the same for nearly three months, and I was then told that they would investigate. After repeatedly being told that they were working on it, I was finally told on June 3rd that the package was lost. I was asked if I wanted a refund, and promptly said yes.On June 5th, I was told told that I HAD been refunded, and that I should allow 10 business days for the refund to be processed. I waited this time and then some, let the correspondent know that I had not been refunded, and was told to wait longer. I did. By June 23rd, I was finally told that refunding through Shopify was actually impossible, meaning I had been completely lied to before. I was asked for my PayPal instead, and provided it the same day.Since then, I have been strung along through copy-pasted emails. I've been told twice now that there has been a personal reminder to the financial department, and that all refunds will be checked and cleared within a week. Today, July 22nd, I was told again that this had taken place, except now I am being expected to wait another three weeks. I have been in constant contact with this company for nearly three months, and been left in the dark for months prior.I wish to remain cordial with the business, as I believe they are a small team working for a large group, but these issues have been ongoing, and I do not believe a resolution will be found without outside influence.

  Business Response

  Date: 01/16/2024

  An email has been sent asking for her email linked to her PayPal, as there was an issue trying to refund directly from Shopify. She will be refunded the total of her order, which was $131.35.

   

  Customer Answer

  Date: 01/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:05/13/2023

  Type:Product Issues
  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.

  This is an official complaint regarding an unfulfilled order, number NEV19530, placed with 'Las Nevadas' a website that your company operates on September 11, 2022. The transaction, amounting to $58.22, was processed through PayPal.My attempts to reach out to your customer service department have unfortunately been futile. The lack of a satisfactory response or resolution from your end is not only frustrating but also raises serious questions about your company's commitment to customer satisfaction.I am deeply disappointed that despite my patience and willingness to resolve this matter, my product remains undelivered, and my hard-earned money is tied up. Such a situation is not just unacceptable but also a violation of consumer rights.The stipulations of these laws are clear: once a contract of sale is established, the goods must be delivered within a reasonable time. Here, an eight-month delay is absolutely and unquestionably unreasonable and a clear breach of our agreement.I do not even desire the product any longer since this has left a very sour taste in my mouth with respect to the company and personalities attached to it. Please provide me a refund effective immediately by Credit Card/Bank. I'd be happy to provide the information required.

  Business Response

  Date: 01/16/2024

  An email has been sent asking for his email linked to her PayPal, as there was an issue trying to refund directly from Shopify. He will be refunded the total of her order, which was $58.22.

   

• Initial Complaint

  Date:04/06/2023

  Type:Product Issues
  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.

  Nearly eight months ago I pre-ordered merchandise from Five Hills. This merchandise has yet to arrive. $212.67 were spent on this order. I emailed FH to ask if Id be receiving my items. They responded with two sentences apologizing for my negative experience, wished me a good day, and then never responded to my questions or any following emails.My package never left **********. They put two address labels on the box, and instead of just resolving that issue, theyd sent the box back to the warehouse it came from and now are refusing to send it to me at all. They will not tell me where my items are, and they will not update the tracking, and they will not send me the items. I want my purchase.

  Business Response

  Date: 01/16/2024

  An email has been sent asking for her email linked to her PayPal, as there was an issue trying to refund directly from Shopify. She will be refunded the total of her order, which was $212.67.

   

• Initial Complaint

  Date:02/03/2023

  Type:Delivery Issues
  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 placed a pre-order for an item on September 10, ****. I never received any updates on my order via email, text, phone call, etc. On December 11 I requested on update on my order. I did not hear back from them until December 22. They told me the order was still being processed Ironically, that same day, December 22, my credit card was charged for this order. After another month of no contact, I emailed them on January 31 telling them to cancel the order and refund my money. Their reply was to "allow a little more time and we will do our best to resolve the issue as soon as possible."

• Initial Complaint

  Date:01/18/2023

  Type:Product Issues
  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 ordered the full set of Las Nevadas merch in November 2021 as a pre-order. I followed up multiple times in 2022 to inquire about when the merch would ship. It became evident that the order had never been fulfilled, and I requested a refund in August 2022. I was informed that management had been made aware of the issue. No refund was made at the time. I followed up again in December, and the representative said the refund had been issued, attaching screen shots that showed the purchase, not a refund. I pointed this out with no response. I followed up again in January 2023 with no response.