ComplaintsforHilltop Farms
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Complaint Details
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Initial Complaint
04/21/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order was placed 4/16/23 #**** They were supposed to deliver in mid to late July. When it was close to that time period I emailed them to let them know we were going on vacation in July and to try and not deliver while we would be away. They said no problem but then never delivered order. It's marked fulfilled on there website but they never sent trackingBusiness response
05/03/2024
Customer has been refundedInitial Complaint
01/20/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Hello, I'm filing this complaint mainly because it is dealing with the welfare and breeding practices of live chickens.I ordered four specialty chickens from Hilltop Farms in February 2023, I didn't hear anything from them for nearly six months until finally I got a call to pick up the chicks on July 29th, 2023, @9:45AM. They have a 48 hour refund policy in place if the chicks die during that time. Unfortunately, two of the chicks died within the 48 hour period, one on July 31st, 2023, @2:53PM and the other on August 2nd, 2023, @1:12AM from a disease (Coccidia) that I had paid extra for them to be vaccinated against (******/Coccidia Vaccine).A few months later, as one of the two remaining chickens got older, it had stunted growth, the 'shredder ***** in lavender chicken breeds that indicate poor breeding practices, and it came down with Mareks disease (which I had paid extra for it to be vaccinated against)-- sadly passing away as well.I had reached out to ******* for a refund for the two chicks that passed away within the 48 hour refund period. He continues to refuse to give me a refund, even though I have filled an incident report on July 31st, 2023, at 3:10PM, provided him photos with time stamps of the chicks, and have reached out to him many times over email regarding this issue.I purchased the birds through his website ********************************* and picked them up in person. I signed a "release form" when I picked the birds up. Since I have purchased from them, I have seen countless reviews online stating similar experiences with this company. Usually, I would just count this as a loss for me, but I would like the business looked into since they are dealing with live animals, and from what I've experienced they are being careless. Thank you for your help.Business response
01/31/2024
*************** signed a realese form stating that the chicks are healthy and not stressed before finishing the transaction. Chicks of this age are fragile and pass often which is why we have a 48 hour guarantee. But as you can see from their description they were outside of that guarantee. Also the refund amount requested is for the full order and not just the chicks that passed.Initial Complaint
06/30/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered hatching 18 chicken eggs from them on 6/2/23. Order #3737. On 6/9/23 I emailed the company to see if there was a projected delivery date. ******* ***** responded that same day and said he would process the order in 1-3 weeks. On 6/26/23 I send another email through the website asking for a refund. I heard nothing back. On 6/29/23, the day before the 3 week time period, I sent another email asking for a refund because I had heard nothing and had gotten this product elsewhere at this point. I then filed a dispute with my bank after not hearing back. Now 6/30/23 I still have not heard anything and the 3 weeks is up. I have had no update, no refund, no response. There has been no shipping information given and the order has still not been processed.Business response
07/13/2023
Hello, your order was refunded on July 5thCustomer response
07/13/2023
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 was refunded the majority of my money.Initial Complaint
06/05/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I paid around $150 for 5 chicks plus shipping. I did read policy. I knew they will shipping 2 weeks old. Which is first time to see that they require shipping 2 weeks old instead 1 day old. I never have 4 out of 5 dead in less than two days before. Two already dead inside the shipping box and other two already dead in next 1-2 days. I think they should change policy about shipping 2 weeks old. They are too fragile and scared, which cause them not to eat in a box that provide gel, heat pad, and chick starter. Shipping from CA to NH. Yet i’m unsure that they deleted my one star review on their page too. I tried find it. Unable to find it again. I have experience with chicks for 7 years. Never had highest death rate before until now. They shift responsibility to USPS. I think it’s not USPS’s fault. It is company’s fault and they prefer me to ask refund from USPS. Policy even said only refund from USPS, not them. I BELIEVE that company have more experience and ignored a fact about shipping effects 2 weeks old chicks.Business response
06/12/2023
Chicks were 3 days late resulting in a loss at fault of the post office.
They were sent priority express which was supposed to be next day.
Customer was made aware of shipping risk at check out when they had to read and agree to all terms and policies
Customer response
06/13/2023
I am rejecting this response because:
They are not arrived late. It’s USPS who updated tracking late. Also it’s not only me who have issue but local people at your place too. Their chicks are not grow much. They died. There is clearly something wrong with your chicks.
There is a hot thread about your company now. Also you’ve deleted negative reviews. Which is not ok too. I’m sorry that you are have hard time and in short staffed. However, it’s still all on you. Not USPS. in picture, my chick is now around four weeks old and still so small compare to my other chicks i bought from different company but same age. I never merge them together as well.
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.