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:09/30/2022

  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 called Hillstone Hemp to order at bottle of *** Gummies which according to the sales representative was on sale for two bottles for the cost of one at $59.99. I received an email confirmation on Sunday Sept 11,2022 which was a confirmation of my order for HiIlstone Hemp CD Gummies. I received the order.The package contained the two bottles of *** Gummies and two bottles of *** Capsules that I did not order.When I checked my bank statement I saw an additional separate charge for $119.88 for the two bottles of *** Capsules I did not order or even received a confirmation of the order.I called Hillstone Hemp this afternoon (9/29/22) spoke to gentlemen who told me his name was ****** and his tag number which is ****. He refused to furnish his last name.He said that their 60 day Satisfaction Guarantee meant that I had to wait 60 days before I could submit for a RMA to get refunded. I explained that this issue had nothing to with a Satisfaction Guarantee, because I never ordered the *** capsules. All I wanted to do was return the product that I DIDN'T ORDER, have my debit card credited for the $119.88 charge. After arguing for several minutes ****** said that unless there were additional details he could not help me further. I him that I would like an email from the company as a record of our conversation which he refused. Frustrated I requested the absolute first day that I could file for an 'RMA to return the capsules which he said was November 11, 2022.I then hung up.I have attached a copy of the confirmation I received after placing my order, and a copy of the bank statement showing the two charges on. my debit card. The first of which is $59.99 and correct and the second charge for $119.88 for the product I never order.I want a full credit for the $119.88 wrongful charge.

  Business Response

  Date: 10/05/2022

  Hello ******,

   

  We do apologize for the confusion. We would be more than happy to clarify any misunderstanding with your order. The deal is $119.88 for 1 bottle. We are including 1 free bottle in that package so that brings the price down (divide $119.88 by 2) to $59.94 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.
  
  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. 
  

• Initial Complaint

  Date:09/27/2022

  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 ordered a buy one get one free bottle of gummies for $59.88. I read through the terms and agreements and end the terms and agreements it states that this is a one-time authorized purchase. So I made the purchase and then I was charged an additional $119.94 and sent two more bottles at the same time of my original order, and then one month later I was charged $119.94 so I called and asked what was going on and they said that it was a recurring order I said no don't ship it they said it already shipped I received the order 7 Days later now they will not allow me to return anything for 60 to 90 days and then I can return it and then potentially receive my money back this is a scam do not ever buy from this company I had my original order and tried it for 45 days and it has not worked for me. There should be some way to bring criminal charges for theft by deception I will be contacting my lawyer to find out if there's anything I can do until then I will continue to try and get my money back if not I will do everything in my power to bring this company down.

  Business Response

  Date: 10/03/2022

  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 highly apologize that you may have overlooked the terms. Your initial purchase rolls into a monthly auto-ship program if not cancelled 30 days from the order date. As a one-time courtesy, we went ahead and issued a full refund of $119.98 as the customer requested. 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: 10/04/2022

  Complaint: 18131065
  
  I am rejecting this response because:Nothing has changed and I am asking for the return of ****** x2  and to be able to return the things that were sent and I was charged for without my consent. I only ordered one thing for $59.94 and was sent and charged for other things. They also have two completely different sets of terms and agreements in which you are only allowed to see one at the time of purchase I have copies.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:08/24/2022

  Type:Billing 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 May 1st 2022 I saw an ad claiming 1 bottle of gummies for *****. After I put my credit card info in it never gave me a chance to review the order. Minutes later checking the credit card and was charge (***** + ******) $259.87. I immediately called to cancel the order and was told it had already been shipped, I ask for return info and as soon as it arrived, it was shipped back, unopened. Costing me $18.00.Trying to get my refund has been a nightmare!Finally on June 16, 2022 hillstone Hemp after many emails and being told to call sent me (***** + ******) $189.87. Why the difference? I sent them the bills from credit, rcts,ect to prove to them they still owed me $70.00! Today Aug. 19, 2022 I received a message that I have to pay $10.00 a bottle for cleaning and restocking which will be taken out of my refund.(reminder that the box was never opened) It's thier return policy. They never asked me if I wanted just the one bottle or anything close to customer service. For me it seems like a fraud from the beginning 5/1/2022 until 8/19/2022. I am filing this report before I go any further and hope you can help. Thank you

  Business Response

  Date: 09/06/2022

  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 are properly managed. 
  
  We went ahead and issued an additional refund of $70.00 as a one-time courtesy. Please allow **** business days depending on your bank's processing time for the credit to reflect in your account.
  
  Rest assured, the account is canceled, and you won't receive any further charges. 
  
  

  Customer Answer

  Date: 09/06/2022

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

   

   

  Thank you