Complaints

If an order, a delivery, or a conversation with Hillside Greenhouse went wrong, this is how to complain and what we do with the complaint. Damage to a crate has its own faster path on the damage page. Use that path if the goods arrived broken. Use this page for everything else.

When the shop owes you an answer

A late kit, a rude reply, a charge that does not match checkout, or a return that sat too long are all complaints. You do not need a special form. You do need to tell us who you are and which order you mean.

How to send it

Use the shop contact

Email contact@HillsideGreenhouse.shop or call +1 256-593-2621. A phone call is enough to start. We will ask you to email the details if we need photos or a paper trail.

What to put in the message

Your name and the email or phone on the order.
The order number.
What happened, and when.
What you want us to do: refund, replace, explain a charge, or correct a record.
Photos if the complaint is about the goods.

What we do next

A first reply

We aim to reply within two business days to say we have the complaint and who is looking at it. A Friday afternoon message may wait until Monday.

Looking into it

We check the order, the tracking, and any photos. If we need the carrier’s notes, that can take longer than two days. We will tell you if we are waiting on someone else. A result is a refund, a replacement, a correction, or a written explanation of why we are not doing those things.

If the first answer is not enough

Reply and ask for a second look. A different person at the shop will read the thread. There is no separate overseas complaints office. The second look is still Hillside Greenhouse in Boaz.

If we still disagree

You can take a consumer complaint to the Alabama Attorney General, or to the attorney general in the state where you received the goods. You can also use small-claims court. The terms say Alabama law governs the sale, with the exception those terms already state for a home-state consumer statute.

What we will not do

We will not ask you to post a public review as a condition of a refund. We will not charge a fee to hear a complaint. We will not refuse a damage claim because you also filed a complaint. We will close a thread that is only abuse with no order question, after we say that we are closing it.

What we keep

We keep the complaint email, our reply, and the outcome with the order record. We keep it for the same period as other order records, described in the privacy policy. We do not publish complaints.