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:04/05/2023

  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 April 4, **** I wanted to order cbd gummies which were advertised to help quit smoking. With the advertisement showing SharkTank members, I assumed the company was legit! I went to the website advertised on shark tank TV. My order somehow got redirected to a Hillstone gummy product, which I had no knowledge of or desire to purchase from that unknown site. The offer is for one bottle at $39. or several bottles for substantially at lot more money, which I do not have. I chose one bottle, ONLY ONE bottle for $39.00. After you enter your information, the screen goes black, you have no way of confirming what you ordered or any information about shipping, no company information, does not show the total amount at any time! I just happen to be going the bank after the order to take money out to pay my rent due April 5th and was not able to withdraw the amount needed to pay my rent! Thats when I realized "Hillside" has a HOLD of funds in the amount of $199.00. To say I was SHOCKED is an understatement, I never would have agreed to a charge of $199 for "gummies". I needed the money to pay my rent! The erroneous company website provides a phone number and email, both do NOT work. Having researched the Hillstone brand I find hundreds of people have been cheated out of 5 bottles which it seems NO ONE ordered. I contacted my bank and was told I can't do a stop payment on the "hold" and have to wait until the company actually takes my money, then I can file a "dispute of charges" but that won't do me any good because I won't get my money back! Meanwhile, I am calling family and friends trying to borrow $200. to make my full rent payment!! Frustrated, I googled Hillstone and realize this was NOT a mistake they are legally defrauding people and have been for a few years! I don't know what to do, I am ashamed and embarrassed I fell victim to this and hope somehow this company is shut down. Any help you can provide would be greatly appreciated.

  Business Response

  Date: 04/18/2023

  Hello ******,

  We sincerely regret any inconvenience you may have experienced and can assure you that we are doing everything possible to resolve your issue. We ensure that important matters like this are dealt with appropriately.
  
  We highly apologize that you may have overlooked our promo bundles. As a one-time courtesy, we went ahead and issued a refund of $199.88 on 04/12/2023. You should see a credit in your account in the next **** business days.
  
  Rest assured, the account is canceled, and you won't receive any further charges. Thank you for being so patient. If you need anything else, let me know if I can help.
  

  
  

  Customer Answer

  Date: 04/28/2023

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/23/2023

  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.

  I wanted to order cbd gummies for my neck pain. I went to the website advertised on shark tank TV. MY order was somehow redirected to a Hillstone gummy product which I had no knowledge of or desire to purchase. The site offered a bottle for $39 dollars or several bottles for substantially at lot more money. I chose one bottle, only one bottle. My credit card was charged $199 and said I ordered 5 bottles. I sent multiple emails and tried to phone many many times to a constant busy signal. Having researched the hillstone brand I find hundreds of people have been cheated out of 5 bottles which it seems no one ordered. I have disputed the credit card amount with my bank. Not only does hillstone steal your money, product never arrived. Complaint sites reported some people received product, got ahold of hillstone customer service and returned the product were promised a refund which never arrived. I've told hillstone customer service via email I am a senior citizen and disabled, yet I received no reply. I don't know what more I can do, I would love to hear hillstone owners have been arrested and jailed and our money returned.

  Business Response

  Date: 03/24/2023

  Hello *****,

  We do apologize for the confusion. We would be more than happy to clarify any misunderstanding with your order. You can get this discounted price of $39.97 if you will purchase a bundle, more bottles more discounts you can get. The deal is $199.88 for 3 bottles so each bottle is $66.62. We are including 2 free bottles in that package so that brings the price down (divide $199.88 by 5) to $39.97 for each bottle. 
    
  We list this cheaper product price on our packages not to mislead, but to show the savings customers can have by purchasing the larger packages. We do provide the total price for each package right under the offers to avoid any confusion.

  We went ahead and issued a full refund as the customer requested. Please allow **** business days depending on your bank's processing time for the credit to reflect back to your account.
  
  Rest assured, the account is canceled and you won't receive any further charges. 
  
  
  Thank you
  
  

  Customer Answer

  Date: 03/28/2023

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:03/21/2023

  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 some CBD Gummies, for my arthritis pain. I was charged twice on the same day, $199.88 & $59.99 I want a refund on the CC card I used for the $59.99 I did not place any order for this amount. I did receive the order for $199.88.

  Business Response

  Date: 03/24/2023

  Hello,

  We do apologize for the confusion. We would be more than happy to clarify any misunderstanding with your order. You can get this discounted price of $39.97 if you will purchase a bundle, more bottles more discounts you can get. The deal is $199.88 for 3 bottles so each bottle is $66.62. We are including 2 free bottles in that package so that brings the price down (divide $199.88 by 5) to $39.97 for each bottle.  You also placed an additional order of the (HillStone Hemp Capsules - 2 Bottles) for which you paid $59.99.
    
  We list this cheaper product price on our packages not to mislead, but to show the savings customers can have by purchasing the larger packages. We do provide the total price for each package right under the offers to avoid any confusion. Unfortunately, the order has already shipped and we can no longer be able to cancel or make changes to the order. You may refuse the package upon delivery.

  We went ahead and issued a full refund as the customer requested. Please allow **** business days depending on your bank's processing time for the credit to reflect back to your account.
  
  Rest assured, the account is canceled and you won't receive any further charges. 
  
  
  Thank you

• Initial Complaint

  Date:03/20/2023

  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 noted a story on the internet that this was a company supported by *********************** and so I got online to place an order to support *****'s company . Before I was given a price on the company site it took my credit card and charged me twice. once for ****** and a second time for *****. I did not authorize these charges but they have hit my care meaning they are using it without my authorization. Also I now know this company is NOT connected to ***********************!! A total lie and fraud. Please let people know this is not a reputable company!!! they are supposedly located in ****** *****, please put them out of business!!!

  Business Response

  Date: 03/24/2023

  Hello *******,

  We do apologize for any inconvenience this may have caused you. We received an order from you on 03/20/2023. There is no way for us to place an order for you. You have to enter your credit card information on the checkout page and hit the submit my order button. Without you doing this no order would be placed. We have no way of knowing your credit card information nor can we go to your checkout page and force the order through.
  
  Unfortunately, the order has already shipped and we can no longer be able to cancel or make changes to the order. You may refuse the package upon delivery.

  We went ahead and issued a full refund as the customer requested. Please allow **** business days depending on your bank's processing time for the credit to reflect back to your account.
  
  Rest assured, the account is canceled and you won't receive any further charges. 
  
  
  Thank you

• Initial Complaint

  Date:03/10/2023

  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.

  The date of transaction 3/09/2023 I ordered CBD from Hillstone Hemp for what looked like $39.98. Then I was charged $199.98. I believe the wording of the price is deceptive. There are other complaints, so I am not the only one. There is no process to review the order and see the actual price before completing the order. I called the toll free number right after placing the order many times well within their stated business hours and only got a busy signal. Is that intentional on their part? That number is **************. I also immediately emailed the address provided requesting they cancel the order. I finally got hold of a representative with another number I found the next morning on 3/10/2023. I was told the items had already shipped. I can return them for a refund, but there will be a $50 restocking fee - $10 a bottle. I will gladly ship the bottles back. I do not believe I should have to pay the $50. I don't believe I should pay that for several reasons. I immediately emailed them with my request, and I immediately called the number provided and only got a busy signal. I believe that is intentional on their part. Plus, I believe that the ordering process is intentionally deceptive. If they were not trying to trick customers, there would be an option to review the actual charges before finalizing the order. That is how all reputable companies handle orders. This is unethical. I will have to wait and see if I actually get any refund. Again, it is wrong for me to pay the $50 restocking fee. If I do have to pay, at least there is another complaint with the BBB to possibly help deter others from ordering from Hillstone Hemp. There are bogus advertisements claiming that *************************** owns the company. There are many bogus celebrity endorsements refuted by ******. Those ads have direct links to the order form. I am not claiming that Hillstone Hemp is behind those bogus claims and do not see not see those claims on their ordering page.

  Business Response

  Date: 03/14/2023

  Hello *****,

  We do apologize for the confusion. We would be more than happy to clarify any misunderstanding with your order. You can get this discounted price of $39.97 if you will purchase a bundle, more bottles more discounts you can get. The deal is $199.88 for 3 bottles so each bottle is $66.62. We are including 2 free bottles in that package so that brings the price down (divide $199.88 by 5) to $39.97 for each bottle.
    
  We list this cheaper product price on our packages not to mislead, but to show the savings customers can have by purchasing the larger packages. We do provide the total price for each package right under the offers to avoid any confusion.

  We went ahead and issued a full refund as the customer requested. Please allow **** business days depending on your bank's processing time for the credit to reflect back to your account.
  
  Rest assured, the account is canceled and you won't receive any further charges. 
  
  
  Thank you

  Customer Answer

  Date: 03/15/2023

  Complaint: 19579108
  
  I am rejecting this response because:
  Hillside Hemp did not refund the charge. On Tuesday, March 14, 2023 at 03:05:07 PM EDT, I received an email from them stating they had issued a full refund of the original order amount of $199.88. Then my credit card statement had an additional pending charge of $199.88. They were attempting to charge my account again for an order I did not make. I now had two charges of $199.88. I immediately responded and told them there is  another charge and not a refund. On Wednesday, March 15, 2023 at 01:19:58 AM EDT, I received another email stating they had issued a full refund of the original amount of $199.88. The additional pending charge of $199.88 was refunded. The original charge is still on my account. 

  On Fri, Mar 10 at 9:03 PM, you acknowledged that you had received my cancellation request. I received a few other emails after that acknowledging the request. On Mon, Mar 13 at 4:07 PM, you sent a shipment notification of the items I had cancelled. That is a considerable amount of time after my initial and subsequent request. The **** site has the initial shipment request date to verify.

  Please issue a full refund of $199.88.

  
  Regards,
  
  *************************

  Business Response

  Date: 03/20/2023

  Hello *******,

  We do apologize for any inconvenience this may have caused you. We would like to confirm that the amount of $199.88 that was processed on 03/14/2023 was a refund, not a charge. Please do coordiante with your card company. Sorry for the confusion.

   

  Thank you
  
  

  Customer Answer

  Date: 03/20/2023

  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 did finally get the full refund. There definitely was a second pending charge. It was later removed. Some time after that the refund was posted to my account.

  Thank you, BBB.
  
  

• Initial Complaint

  Date:03/10/2023

  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 get this ad packaged for cbd gummies 3 bottles plus 2 free for $**.98. When I purchased it with my credit card it charged me $199.98. My credit card company sent me a fraud alert and the card company didn&#**;t approve the payment. So then during the day H33363335**3630343138H decides to run the card again for the $199.98 and it went through this time. I didn&#**;t get any alerts from my credit card company. So then I called my card company and they tell me that it wasn&#**;t a fraud, it was a dispute. They went ahead and charged it. I am sending back the items and I would like my money back or charge me $**.98.

  Business Response

  Date: 03/14/2023

  Hello,

  We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed.

  We would be more than happy to clarify any misunderstanding with your order. You can get this discounted price of $39.97 if you will purchase a bundle, the more bottles more discounts you can get. The deal is $199.88 for 3 bottles so each bottle is $66.62. We are including 2 free bottles in that package so that brings the price down (divide $199.88 by 5) to $39.97 for each bottle.

  We list this cheaper product price on our packages not to mislead, but to show the savings customers can have by purchasing the larger packages. We do provide the total price for each package right under the offers to avoid any confusion.

  As a one-time courtesy, we went ahead and issued a full refund today as the customer requested. Please allow **** business days depending on your bank's processing time for the credit to reflect back to your account.
  
  Rest assured, the account is canceled and you won't receive any further charges. 
  
  
  Thank you

• Initial Complaint

  Date:02/24/2023

  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 a trial bottle only. I've been charged for the trial bottle. I've also been charged $199.98 on 2 different occasions. I don't want anything more than the trial bottle. I want my $400 back and I want you to quit taking money from my account!

  Business Response

  Date: 02/27/2023

  Hello ****,
  
  We do apologize for any inconvenience this may have caused you. If you have not cancelled your account has rolled into a monthly subscription as agreed to by the terms and conditions (you had to agree to the terms to be able to place the order). We did not receive a cancellation request from you in the allotted time, so we naturally assumed that you were satisfied with the product and charged you accordingly, as agreed to by the Terms and Conditions.
  
  We went ahead and issued a full refund for the second order without the need to return the products. Please allow **** business days depending on your bank's processing time for the credit to reflect back to your account.
  
  Rest assured, the account is canceled and you won't receive any further charges.
  
  
  Thank you

• Initial Complaint

  Date:02/13/2023

  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.

  On 2/1/2023 I ordered a single discounted bottle of *************************** CBD Gummies for $58.99 and free shipping and handling. Immediately upon ordering the one bottle was changed to 5 bottles and I was then charged for $199.99 with no review or correction links. The Hillstone Hemp dba *********************** CBD Gummies stated if at some point you chose to cancel this purchase, call customer service at ************** anytime between.[ It gave no hours or days to call and also the number rang and then cut off with no way to contact their customer service.] On 2/10/2023 I received five bottles that I did not order or authorize charges for.

  Business Response

  Date: 02/17/2023

  Hello *******,

  We do apologize for the confusion. We would be more than happy to clarify any misunderstanding with your order. You can get this discounted price of $39.97 if you will purchase a bundle, more bottles more discounts you can get. The deal is $199.88 for 3 bottles so each bottle is $66.62. We are including 2 free bottles in that package so that brings the price down (divide $199.88 by 5) to $39.97 for each bottle. 
    
  We list this cheaper product price on our packages not to mislead, but to show the savings customers can have by purchasing the larger packages. We do provide the total price for each package right under the offers to avoid any confusion.

  As a one time courtesy, we went ahead and issued a full refund as the customer requested. Please allow **** business days depending on your bank's processing time for the credit to reflect back to your account.
  
  Rest assured, the account is canceled and you won't receive any further charges. 
  
  
  Thank you

• Initial Complaint

  Date:02/01/2023

  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.

  Ordered 3 bottles Cbd gummies from Hillstone Hemp for $38.99 on 1-26-23. Selected Choice 1 from Hillstone website. Charge of $199.88 immediately appeared on charge card. Next morning **** received an email from customer care stating order was being shipped: 5 bottles for $199.98. Replied to cancel order as was fraudulent charge. Called customer care ph number however no live person answered and recording is immediately disconnected. Googled Hillstone and learned this action is typical and Hillstone Hemp accused of being a scam in reviews. I have screenshots of order page from website. Celebrity advertising is used however falsely. Upon entering my credit card information order was complete. No check-out page/portal or opportunity to view and correct order and charges before submitting. Unuasual and alarming.

  Business Response

  Date: 02/01/2023

  Hello ******,

  We regret any inconvenience the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. 
  
  We highly apologize that you may have overlooked our promo bundles. As a one-time courtesy, we went ahead and issued a full refund of $199.88 on 01/30/2023. Please allow **** business days depending on your bank's processing time for the credit to reflect in your account. 
  
  Rest assured, the account is cancelled, and you won't receive any further charges. Thank you for being so patient. If you need anything else, let me know if I can help.

  Customer Answer

  Date: 02/02/2023

  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 if in fact the refund is actually made: Meaning the charge of $199.88 disappears from my credit card. Hillstone agent says to allow 5 to 10 business days. ****** appeared immediately after placing order. It should come off quickly when action is taken to remove. The charge remains today, 2/02/2023 at 3:19 pm. When charge of $199.88 no longer appears on my credit card I will consider this matter closed.
  
  Best Regards,
  
  *******************************

• Initial Complaint

  Date:01/20/2023

  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.

  Hello, on 12/10/22 I ordered a bottle of Hillstone Hemp CBD tablets, this was my order, This was on my credit card. Trans. DateDescriptionCategoryAmountView Details12/10/22HILLSTONE8664047598, 866-4047598 TX Medical Services$59.99View Details12/10/22HILLSTONE8664047598, 866-4047598 TX Medical Services$199.88 This is the cc charge for the order I did not place.Sat Jan 14 Merchant name is HILLST0NE *********** TX, Merchant category is Merchandise Amount is $199.88 There was nothing stated about a recurring order. But I was charged again on Jan. 15th, 2023. I have tried to call this number ************ 3 times the recording says to call during business hours, which I do., I also the phone numbers on the cc notices only to be put on hold forever. The original phone number recording says to go to www.customersupportlink.com. Nothing about how to get a hold of this company. Then when you want to get a hold of someone through another link. It goes to error 404. Nothing. I just would like my money refunded that was charged on Jan. 15th. and to cancel anything else. They make it impossible to get ahold of this company. l will use what product I have and call myself stupid for doing this. I have learned my ******* Click bate is hard to get out of. thank you very much. I have put a credit on my credit card, they too will investigate. Thank you for your time. I did finally get ahold of a voice mail by punching numbers on one of the toll free numbers, But we will see if they call me back.

  Business Response

  Date: 01/23/2023

  Hello ********,
  
  We do apologize for any inconvenience this may have caused you. If you have not cancelled your account has rolled into a monthly subscription as agreed to by the terms and conditions (you had to agree to the terms to be able to place the order). We did not receive a cancellation request from you in the allotted time, so we naturally assumed that you were satisfied with the product and charged you accordingly, as agreed to by the Terms and Conditions.
  
  We went ahead and issued a full refund for the second order without the need to return the products. Please allow **** business days depending on your bank's processing time for the credit to reflect back to your account.
  
  Rest assured, the account is canceled and you won't receive any further charges.
  
  
  Thank you

  Customer Answer

  Date: 01/24/2023

  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.
  
  Regards,
  
  *******************************