ComplaintsforHillstone Hemp

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a 1 month supply of product in April 2023. Never received, I just checked my credit card statements from April to November and I have been getting charged. i reported this to my credit card company. I am disputing. This is a scam

  Business response

  12/01/2023

  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.

  As a one time courtesy, we issued a refund of $119.88 for the last order in November via E-check without the need to return any of our products. Please allow up to **** business days for the e-check to reflect in your email address ******************** This may be new to you, but it is a safe and convenient way to receive funds faster. You will receive an email from our third-party e-check issuer, checkbook.io. Within the email, you will have the option to either Direct Deposit or Print an e-check. 
  
  Rest assured, the account is canceled and you won't receive any further charges.
  
  

  Thank you

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a one time purchase of CBD gummies in April 2023 and paid $59.99 yet never received the product. I was subsequently charged $159.98 for CBD gummies in May, $159.98 in June and $159.98 in July. I have never received the product. When I spoke with customer service I requested the tracking numbers for the orders and the tracking shows that the items were returned to sender, confirming I never received any product; however, **************** said I needed to work it out with ***** That is incorrect! As a result, I contacted my bank and disputed the latest charge and requested Hillstone to refund me the other amounts.When I finally connected with someone at Hillstone they said they would provide me with a refund but that I needed to call **************** with my bank on the other line to confirm that I would retract the dispute. (Are we living in the 90's? Nobody has called a 3rd party vendor with their bank on the line since at least 1992!)With a ridiculous amount of persistence, Hillstone finally provided me with an email address for which I could send proof of the dispute withdrawal from my bank instead of calling with my bank on the phone, and stated they would process a refund once they viewed confirmation. I sent the email to **************** with the withdrawal confirmation from my bank and my refund request ($159.98 + $159.98 + $159.98 + $59.99). The reply I received from Hillstone was that I needed to call with my bank on the other line, again! I have wasted countless time trying to resolve this issue and I never received a single product and have paid over $500 to this fraudulent company. Please help!

  Business response

  09/20/2023

  Hello *****,

  We deeply apologize for any inconvenience you may have encountered and want to assure you that we are actively working towards resolving your issue. We prioritize important matters like yours and strive to handle them appropriately.
  
  We understand that it might have been possible for you to overlook the terms and conditions. If you do not cancel your account within 30 days of the order date, your initial purchase automatically enrolls you in a monthly auto-ship program. However, as a one-time courtesy, we have proceeded to issue a total refund of $479.64 today. You should expect to see the credited amount in your account within the next **** business days.
  
  Please rest assured that your account has been successfully canceled, and you will not incur any further charges or receive any additional shipments.
  
  We greatly appreciate your patience throughout this process. If there is anything else we can assist you with, please do not hesitate to let us know. Rest assured that your account has been closed, and no further charges will be made.

  Customer response

  09/21/2023

  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

  06/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a single order of 5 bottles of the *** Gummies in April 2023. I did not authorize any future purchases. After the first month, I received a second order in May 2023. I attempted to contact the company but got nothing but a busy signal. After about 2 weeks of calling, the phone number went straight to hanging up. I have received a third order, that I have not ordered and did not authorize any payment for. Any other phone numbers I have tried have not been in service. I do not want any future orders. I do not want any more money charged to my cc account.

  Business response

  06/20/2023

  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.
  
  As a one time courtesy, we went ahead and issued a full refund for the last order in June 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

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was initially charged $199.98 on 3/17/23 for what I thought was only a $39.99 trial bottle of gummies.After a few phone calls to the company, complaining about my order, they only offered me a partial refund upon my return of the product. I explicitly told them to cancel my account. On 3/23/23 I was only refunded $60.00.April 5th I received another package and two charges to my bank account of $215.68 and $34.11. After arguing with customer service for over an hour on the phone, constantly being put on hold so he could talk with supervisor, I had both charges debited back into my bank account. Again I requested to cancel my account as to not be charged or shipped any further orders. I was told my account had been closed.April 15th and another order of gummies along with a $139.92 charge to my bank account.Another lengthy call to customer service on 4/21/23. Told all the ridiculous offers of discounts again. I insisted that I be refunded the full amount to which I was told I would be refunded half of the money that day and the other half when they received the product back. They returned $70.00 back into my bank account. Again asked to close my account.They gave me an return authorization number to write on the package. I shipped it back that day. Here it is 6/12/23 and I still have not received the rest of my money. I've tried calling many many times and get no answer.HELP!

  Business response

  06/14/2023

  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 went ahead and issued an additional refund of $69.92 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

  Customer response

  06/16/2023

  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

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 5 bottles of Hillstone Hemp Gummies on 4/5/23 (order # ******) for $199.98. . I received the order and used most of one bottle before deciding to return the unused bottles because the product did not work for me as advertised. On 4/16 I emailed the company to let them know that I wanted a refund. I was informed that they would send me an **** which I should include with the returned items. It was 23 days (5/8) before I received the **** via email. I shipped the package to the company on 5/10 via Priority Mail and it was received by the **** in ******* on 5/12. It sat at the **** without being picked up by the company for 2 weeks (5/26), at which time the **** was scheduled to return the package to me since it wasn't picked up. Today is 5/28, which is Sunday, so I assume it will be returned to me on Tuesday. I hesitate to ship it back to them again and spend another $25 on postage when the company completely ignored me the first time. I am requesting that the company refund the cost of the four bottles that I returned and do so in a timely manner, as this whole issue has been dragging on since 4/16/26, when I requested the refund.

  Business response

  06/02/2023

  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. 
  
  Please accept our apologies for the delay in your refund. As per checking, you have been assisted by one of our customer service representatives on 06/01/2023 who refunded your account $149.88. We went ahead and waived the restocking fee and issued an additional refund of $50.00 today. 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 response

  06/06/2023

  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

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/15/22 I did a ****** Search for back pain treatment. An article appeared reporting that ********************* was CEO of Hillstone Hemp which made an sold CBD Gummies, glowingly endorsed by ****************** and several other well known people (now debunked as a fraud).. The ad offered a trial bottle at a discounted price of $39.95 per bottle. Thinking I was ordering a single trial bottle, I completed the on-line form & received an immediate order confirmation stating my "order" would be mailed in 5-7 working days. Nowhere on the order confirmation is a total price or bottle number mentioned . I promptly received a text from Discover asking me to confirm a purchase totaling $199.75, which I immediately declined and was assured that a stop payment was placed. A week later, a box of 5 bottles arrived. I called Discover & was told that Hillstone had resent the charge, using a different vendor number (whatever that means to their automated system) & the charge went thru. I again instructed Discover to stop all orders from Hillstone & was assured it would not happen again. I checked one more time a week later & was told a stop was in place. On 1/16/23, a second box of 5 bottles was mailed to me and my card was charged another $199.75. Discover could not tell me how it got thru, but said they would instigate a dispute and suggested I send them both back. The catch is the items come from a PO Box in ******** **, with no return instructions and just a phone number that no one ever answers. The order confirmation shows a different phone #. I called that number several times over the next 3 days & only got a recording which said I was calling outside business hours & should call back "between 8:00 am and 5:00 pm MST", no matter what time of day I tried. I did get email confirmation that a total of 4 orders were stopped, but no refund for the 2 orders I received. I am still out almost $400 & would like instructions on how to return the product to Hillstone Hemp.

  Business response

  05/24/2023

  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.
  
  Unfortunately, we can no longer process any refund on your account since you already filed a dispute with your bank. The reason we cannot process a refund is that you have already requested one with them. Meaning that they already gave you or are going to give you the amount disputed. The best resolution is to coordinate with your bank regarding this matter.
  
  Rest assured, the account is canceled and you won't receive any further charges.
  
  Thank you
  
  

  Customer response

  05/25/2023

  Complaint: 20086056
  
  I am rejecting this response because:  It does not resolve the entire issue. This is nothing more than continued obfuscation on the part of the seller. As I explained, within hours of placing what I thought was an order for a trial bottle of 30 gummies for $39.95 on 12/15/22, I received a text message from my credit card company asking me to verify a purchase totaling $199.88. I denied the purchase, placed a stop payment on the order and was assured that it was rejected. On 12/22, I received the first box of 5 bottles of Hillstone Hep Gummies.  I immediately called Discover to find out what happened and was told the seller had resubmitted the order with a different seller ID code and it was PAID.  I was instructed to contact the seller and try to work it out with them first.  I tried for 3 days to reach a human being at each of the 2 phone numbers provided with the order and shipment--and the website Hillstone provided.  I was never able to reach anyone and reported back to Discover.  Discover then took over, reversed the charge, asked for a refund and assured me that a stop was in place for any further shipments. On 1/18/23, I received a second box of 5 bottles and was charged another $199.88. Based on the seller's response to this complaint, I verified with Discover that they did receive a refund from Hillstone for the second box, but not the first. No refund was received for the first box and that charge still appears on my bill. As a result, I still am still disputing the one charge of $199.88.  I don't care if it is refunded to Discover or directly to me, but I have 2 requests: (1) a full refund of $199.88 and (2) instructions on how to return 10 bottles of their product--both as soon as possible.  Thank you.   
  
  Regards,
  
  ***************************

  Business response

  05/30/2023

  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. 
  
  Unfortunately, your account has been canceled after we received notification that you have initiated a dispute of the charges with your bank. Since you have filed a dispute, we are unable to issue any type of refund and will continue resolving this matter directly with your bank.
  
  Rest assured, the account is canceled and you won't receive any further charges. 
  
  
  Thank you

  Customer response

  06/02/2023

  Complaint: 20086056
  
  I am rejecting this response because:
  Same canned response from Hillstone. Nothing has changed! They only refunded one payment. Im still out nearly $200 & still want to return the product. No instructions on where to send it.
  Regards,
  
  ***************************

  Business response

  06/26/2023

  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. 
  
  We apologize for the inconvenience it has caused you. I've looked into your account and see you went through a chargeback process with your bank. Therefore, there is an ongoing investigation into this charge. We will likely win the dispute since you have agreed to the terms. Keep in mind if you lose the dispute, we won't be able to offer or issue any refunds back to you after.
  
  However, as a one-time courtesy, we went ahead and issued a refund of $199.88, and you will receive it through an electronic check. Please check your email **************** within **** 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.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Im *********************, Hillstone Hemp or one of there suppliers send me a refill of Khonsu CBD Gummies with out my authorization and charged it to my credit card. I did order this product once but did not order a refill. Im returning the refill order to Hillstone Hemp and need Hillstone to credit my credit card account $198.78. This Oder was send from ********, ****, phone # ************** but they will not answer the phone. I fill the refill is a scam from this company because there product does nothing to enhance your *** drive. No way I would ever authorize a refill from this company. Im ************************************** but not the refill order. Please help me get my money back. Im Thank you ********************* PO Box ****,********************************************************* *******************

  Business response

  05/11/2023

  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 ** to be able to look up your account (name, address, phone number, email address the order is under).
  
  Thank you.
   

  Customer response

  05/23/2023

  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

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/10/23 an order was placed for $39.99 but my credit card was billed twice, once for ***** and a second order that I did NOT authorize for $199.99! I have contacted my credit card company and filed a dispute on the second charge.The website says it carries a 90-day guarantee. But when I called them they informed me they couldn't find my account. I gave them my email, and my order number, ******, listed on my email order confirmation. (I never received confirmation of the only order that I placed!) They told me that the order number should contain both numbers and letters, which it obviously doesn't. Then told me to 'call back in one hour' as they 'could not pull up my account.'The product made me physically ill! I spent the good part of a day in bed running between the bathroom and bed. Therefore, I am requesting a FULL refund for both the ordered product and the additional $199.99 which was never ordered!My credit card company has cancelled my card and now I can't use it for **** day! This is my main credit card. So, that too presents its own set of issues. Please issue refund for full amount and not just a promise of a refund.

  Business response

  04/25/2023

  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 been processed and we are no longer in a position to cancel or modify 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. 
  
  

  Customer response

  04/29/2023

  Complaint: 19956469
  
  I am rejecting this response because: this is only a partial refund. The $59.99 should also be refunded as the company states they offer a full refund within ************************************ physically ill, I can't consume their product. Please refund the additional charges.
  
  Regards,
  
  ***********************

  Business response

  05/02/2023

  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 per double-checking, your account was fully refunded $199.88 and $59.99 on 04/25/2023. Please allow **** business days depending on your bank's processing time, for the credit to reflect in your account. Rest assured, the account is 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.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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 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, they claim it is backed by ***********************. I talked to team Dolly and they have confirmed ***** does not endorse any CBD products. Hillstone is a SCAM and should be shut down immediately. 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 don't know what more I can do. I would love to hear hillstone owners have been arrested and jailed and our money returned. I want a full refund and no other charges put on my credit card.

  Business response

  04/25/2023

  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 been shipped and we are no longer in a position to cancel or modify 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. 
  
  

  Customer response

  05/03/2023

  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

  04/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was in a great deal of pain and was desperate to find something that would work. I read the ad and thought I would try it. I ordered two bottles and was charged $89.91. I immediately received a fraud alert on my account. I let my bank know that it wasnt a fraudulent charge and I meant to purchase. I was disappointed when the product came and found there is sugar and corn syrup in it, two things I am not supposed to have. But that is neither here nor there, and not my complaint. My complaint came yesterday when my bank issued another fraud alert on my account for the same company, even though I had no plans to ever order from them again. This time the charge was $119.88. I told my bank to treat it as fraudulent. I was going to call Hillstone customer service directly, but after reading the same complaint repeatedly on this website I realized that this would probably be more effective for actually getting my account closed. I never consented to or signed up for automatic shipments. That must have been some mighty fine print!

  Business response

  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 the terms. As a one-time courtesy, we went ahead and issued a refund of $89.91 today. 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 response

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

*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. ↩