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:01/18/2023

  Type:Billing 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 was charged twice once on December 15th and again on January 15 for ******!!!!

  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
  
  

• 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 placed an order for the FREE TRIAL bottle of CBD Gummies on 1/16/23 and there was a text sent to me that I did not complete the checkout and that they still have my bottle reserved to go into the order and I would receive a BOGO discount. At 10:56 my credit card was already processed for $199.88. By the time I was able to check my phone messages, it was late afternoon so I called their customer service number and was told that they could not cancel the order or refund my money, that they did not do refunds from there. I asked where they were done from and she would not answer me just continued to tell me that they did not do refunds or cancel orders. I was also told that they do not have TRIAL bottles but that was what the advertisement had posted.I would have to wait until I received the order and call to return it.

  Business Response

  Date: 01/23/2023

  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. 
  
  As a one time courtesy, we issued a full refund on 01/19/2023 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:01/12/2023

  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 originally purchased an order of CBD gummies from Hillstone Hemp in March of 2022. I received the gummies and they were immediately sent back to Hillstone Hemp by my daughter. I had her send them back because HH (Hillstone Hemp) had already charged me $59.99 and then an additional $199.88. They then charged me an additional $199.88. I was refunded a one time refund of $199.88 but still want my charges of $59.99 and the other $199.88 back. ********** Hemp repeatedly kept sending me bottles of the gummies and every time they did, my daughter would send them back. I have had additional charges on my card from Hillstone Hemp, although I have requested a refund on all of my monies.

  Business Response

  Date: 01/23/2023

  Hello, 

  We apologize for the late long wait, we already verified that your $259.87 refund through e-check was already submitted to your email address ( ************* ) on 01/20/2023. Kindly double check your inbox, spam and junk folders to look up the refund that we sent.

  Rest assured, the account is canceled and you won't receive any further charges. 
  
  
  Thank you

• Initial Complaint

  Date:01/11/2023

  Type:Billing 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 12/25/22 at 8:48am I placed an order for one bottle of the gummies and I would receive one bottle free which came to $59.99. I received ****** message that my card did not Go thru. So I checked my bank to see if my card was unlocked, it was thats when I saw the $59.99 plus $119.88 was taken out.. I tried contacting the person (***) back thru tex ,oI was given a number to call. It was several days because of xmas before I got a hold of someone.,then I was told I had to wait until we my order arrived, but she did see the transactions. When the order came in there was 4 bottles only. I have waited to make sure there was no more.

  Business Response

  Date: 01/17/2023

  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 $179.87 today. 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.

• Initial Complaint

  Date:01/09/2023

  Type:Customer Service 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.

  Item was ordered, within seconds I call to cancel price was inflated. said to delete my info and cancell all order I was advise it will be done yet still they forwarded the items to my address base on uspt they received the items back as I did sent it back I verified this by calling, but was informed the amount paid will be less as their policy I was ***********'s a bad business practice to bid down trying to bribe a customer

  Business Response

  Date: 12/30/2022

  Hello,
  
  Apologies for the inconvenience, but we are unable to locate an account for the consumer. Please provide the name/brand of the products and some information for us to be able to look up your account (name, address, phone number, email address the order is under).
  
  Thank you.

  Customer Answer

  Date: 01/03/2023

  Postal receipt

  Tracking#******************** 00

  Item was delivered on Dec 06 22 at ***** ******** *** available at PO box  at 9:09

  Business Response

  Date: 01/05/2023

  Hello **********,

  We have already used all the means on our end to pull up your account, unfortunately, you don't have an account with us. So, it sounds like you're signed up with a different company. In this case, we recommend checking your emails and bank statements to determine which company you're subscribed to.

  We appreciate the opportunity to respond to this complaint. If you have any further questions, please do not hesitate to contact us.
  

  Business Response

  Date: 01/11/2023

  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. 
  
  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:12/21/2022

  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 12/12/2022, I found a ad on ****** Soap Opera page for CBD Gummies. I pick the first package they offered for $39.99. When I checked my bank statement on 12/13/2022 Hillstone Hemp charged me $199.88. Then the Fraud unit from my bank sent me a email on 12/13/2022 informing me Hillstone Hemp charged me $199.88 twice plus $59.99. They stopped one $199.88 and $59.99, but $199.88 went through. On 12/13/2022 I called Hillstone Hemp to cancel that order at ****************. The lady I talked to assured me it was canceled and a full refund would be given. Eight days later they haven refunded my $199.88.

  Business Response

  Date: 12/27/2022

  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 refund of $199.88 today. 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: 12/27/2022

  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, but the credit card I used was canceled, so if this business could send me a check I would be happy. I sent the box with five bottles back today. Please let me know about a check For $199.88 would be sufficient. Please mail it to; *********************** ********************************************************. Thank you for your time.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:12/19/2022

  Type:Billing 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.

  12/15/2022 Hillstone ************************************** - This was on my bank statement charged against my credit card. A person who identifed himself as ****** called me ************* was his phone number. He identified himself as Agent #*** attempting to sell me products and I refused. He charged my account an additional $119.88. I did not authorize that. I do not want to deal with this company. They are totally out of integrity. They do not respond to their phone messages although they have an answering machine. Other's have had similar issues. I have attempted ************** to get an RMA. I have gone to my bank to stop payment. I need your assisstance to get this SCAM off the internet and to stop them from abusing unsuspecting on line shoppers.

  Business Response

  Date: 12/23/2022

  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 $179.87 today. 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.

• Initial Complaint

  Date:12/02/2022

  Type:Billing 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 an order with this company on 9/20 for one single-purchase product. I was charged for and sent the product, but was also charged for and sent 2 more products and charged $120. The company continued sending me the product I didn't order and charging me $120 per month. I reached out to the company multiple times by email and phone, requesting information on how I could send the product back, obtain a refund, and stop the subscription I never ordered. They never responded until I disputed the charges on my credit card. At that time, they said I could not return any of the product (even though it was unopened and unboxed from original packaging) because it was past the 30 day return date. They are in ********** and the packages are sent from a PO box in *******. I had no idea where to return the product and they would not respond to my calls or emails. This is a fraud. Also, their company claimed to be winners of a Shark Tank challenge, when obviously they were not and are scamming consumers about who they are and what their product is. After getting into this mess, I looked them up and they are definitely not the company they claim to be in their social media ads.

  Business Response

  Date: 12/19/2022

  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.
  
  As per checking, your account was canceled and refunded $119.88 on 11/19/2022 for the last order without the need to return the products. Rest assured, and you won't receive any further charges.
  
  
  Thank you

  Customer Answer

  Date: 12/31/2022

  Complaint: 18489374
  
  The response provided did not resolve my complaint.
  
  I never ordered the product received, let alone signed up for a subscription.  I ordered 1 product as a one time purchase and they sent my multiple products and set up a subscription.  When I tried to contact them, they never responded.
  
  My credit card company successfully refunded 2 of the payments, but I still ended up paying for 1 order I never ordered or wanted.  I remain concerned they will continue trying to charge my card,so I have locked it.
  
  Thank you,
  *****

  Business Response

  Date: 01/05/2023

  Hello *****,

  We appreciate you making us aware of your negative experience. We strive to provide excellent customer service in a timely manner, and we apologize for the inconvenience this has caused. I want to assure you that all your accounts with us have been closed and cancelled, and you won't receive any further charges and shipments. 

  Thank you for being so patient. If you need anything else, let me know if I can help.

   

• Initial Complaint

  Date:10/27/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 CBD gummies on FB from this company in late August. I never received a confirmation, so I wasnt sure if the purchase went through. I checked my credit card info and discovered they had charged me for $59.99and $119.88. When I received the order, there were 2 bottles of gummies and 2 bottles of capsules (which I didnt order). The only phone number address and email I could find were on the packing slip. I had to leave a voicemail (never received a call back), sent an email, which came back no such domain. I then shipped the capsules and the gummies back to the ********, ** address with a note that I would like a refund on both amounts. I never got a refund, but in a few days I received the gummies back. I never did receive a refund for the tablets. I disputed the $119.88 with my credit card company, sent them documents, and spent 2 days on online chats with customer service. They sided with ******************** because I didnt follow their return policy. I supposedly needed an RMA. My question was, how could I request an RMA for a return if the only contact info I could find was on the packing slip and it was incorrect. (The 2nd packing slip had the same incorrect info). I so wish I had checked your site before I ordered. From some searches I have done on the internet, it appears they are scammers.

  Business Response

  Date: 11/01/2022

  Hello ****** and *******,

  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.

  Unfortunately, we can no longer process any refund on your account since you have already filed a dispute with your bank. We cannot process a refund since there is an ongoing investigation into the dispute you have filed. Either way, your bank may issue a refund if the claim is validated. The best resolution is to coordinate with your bank regarding this matter. Thank you.
  
  

  Customer Answer

  Date: 11/01/2022

  Complaint: 18320896
  
  I am rejecting this response because: I have explained to HILLSTONE twice that the dispute with Discover was closed in their favor.  They are claiming I failed to use their return policy.  If they would READ the entire documentation, they would see that the only contact info I had at the time was incorrect.  They never sent me a confirmation of my order, so the only contact info I had was on the packing slip.  That was and still is incorrect info.  I have read other complaints that are very similar to mine.  They are trying to  pull a fast one.

   

  WHY SHOULD I PAY FOR A PRODUCT THAT I DO NOT HAVE AND DO NOT WANT?  I still want a refund of $119.88.
  
  

  
  Regards,
  
  ****** And *****************************

  Customer Answer

  Date: 11/07/2022

  Complaint: 18320896
  
  I am rejecting this response because:This is the same old repeated answer.  The disputed case was closed in HILLSTONEs favor.  We both should have received a letter from my credit card company stating that.  I confirmed with a dispute representative in the **** office of the card company that when a case is closed its closed!  There is no ongoing investigation.

   

  I will be sending an email to HILLSTONE soon, as ******* advised me to do.  I hope they will comply with my requests.
  
  Regards,
  
  ****** And *****************************

• Initial Complaint

  Date:10/06/2022

  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 July 27th I ordered 5 bottles of Hemp Gummies I saw on ********. According to their website I thought my total was going to be around $115-$120. When I found out the total was $199.88, I decided to mail it back. So, on July 28th I took the "unopened box" to the *********** and wrote on the box "return to sender." When I send something back to the sender they take the box, and they send it back using the original tracking number. The original tracking number is **********************. On July 28th at 3:05 I called twice questioning my total and asking for a refund. I was told I had to wait 60 to receive a refund. I asked why and they said its their policy. She told me to call back on September 27th and we would be glad to refund you. I called on August 12th at 11:09, August 27th at 3:28, August 29th at 9:36 and September 1st at 12:01. On September 27th at 11:42 and spoke to a woman named ****. She said they hadn't received the bottles yet. She told me a lady named ***** would call me back. At 4:31 I called back and talked to **** explaining my situation. She said I had to send an e-mail to their finance department at ******************** As of right now I sent two additional e-mails with no response. I never received an e-mail with any information like an order number. I had to ask what my order number was...600947.Since I've been calling after September 27th, they kept telling me I needed a return authorization number. Not one time before the 27th did anyone tell me I needed that information. Ever since they have been giving me the run around and excuse after excuse. They hung up on me, give me misinformation and said to e-mail the finance department. All I want is my refund of $199.88. They gave me a website to, but that website is not valid. One lady told me they are out of Utah, and another told me *********. One guy I talked to named ***** said those are not valid locations. They refused to give me their address. Please help me.

  Business Response

  Date: 10/12/2022

  
  
  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 and our return and refund policy. As per terms: Any packages marked "Refused," "Cancel," or "Return to sender" without the *** number will not be processed as a refund. Note that products/packages without an *** number will be destroyed, and a credit will not be offered. 
  Unfortunately, the only way for the fulfillment center to process any return package is if there is an *** number on the outside of the package. Since you have returned them without an *** Number, the returns will be marked as invalid.
  
  As we always want to work together with the customer to rectify any situation and resolve any complaint with a positive outcome, we went ahead and processed the refund $199.88 back to your account. 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.
  
  Sincerely,
  
  *********************
  
  
  

  
  

  Customer Answer

  Date: 10/13/2022

  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,
  
  *******************