Balsam Hill, LLC

Hello, We apologize for the issues the customer has experiencedAs stated in the customer’s complaint and our initial responses, they placed an order on October 15th, for an artificial Christmas tree and scented ornamentsAt the time of purchase, the customer’s tree came with a 3-Year Limited Light Warranty and a 10-Year Tree & Foliage Limited Warranty As previously stated, the customer is set to receive a replacement section in the fall of and has received a replacement strand of lights as a temporary resolutionOur Warranty Policy states online that if your product is no longer available for sale on our website or has been redesigned, the parts will likely have to be manufacturedAs the tree was out of stock prior to the customer contacting us for assistance, the replacement section was also unavailable and would need to be manufacturedWe apologize for the inconvenience this has causedWe are working to service the customer’s product under the warranty policy agreementWe understand that the light strands would not rectify the customer’s entire concern and as such, they were meant as a temporary resolution until the replacement section is able to be manufactured and shipped to them in the fall As the customer purchased their tree on October 15th, 2015, they are more than a year outside of our Return Policy and therefore we are unable to authorize a return for a refundOur Return Policy states that a customer may return their order within days of receipt or prior to December 25th, whichever comes firstWe are sorry to have caused the customer any undue stress and have done what we can to rectify it by servicing the product under warranty In hopes of bringing further clarification to the Warranty Policy, you may review the information online by following the below link: [redacted] Regards, Balsam Hill Customer Service

Initial Business Response / [redacted] (1000, 6, 2015/12/28) */ Hello, We are sorry for the frustration that the customer has expressed with their orderOn November 25th, the customer contacted us in regards to a lighting issue within a section of their treeWhen there is an issue with a tree, we go through a troubleshooting process to verify the stated issueThe reason we do this is because often times a stated issue is nothing more than a loose bulb or something else minor which is easily adjusted to resolve an issue, and is not an actual defectOur policies, which are a part of the terms and conditions accepted at the time of sale, outline thisAfter completing the troubleshooting it was determined that a replacement section was needed and a request was submitted for the part On December 8th, the customer contacted us to follow up on the status of their replacement sectionWe advised the customer that we were unable to locate any tracking information for the replacement section and requested an update on the status of the replacementWe advised the customer that once we heard back in regards to the status of the replacement we would follow up with them The customer contacted us again on December 16th, as they had not heard back from usWe apologized that we had not followed up with them yet and advised that the needed part was out of stock at all warehousesIn an attempt to resolve the customer's issue, we requested that they donate their tree and provide us with a copy of a donation receipt within three weeksWe advised that we would go ahead and place a new order for a full tree replacement with expedited shippingThe customer accepted this option That same day an order for a replacement tree was placed with expedited shipping at no cost to the customerThe order was shipped out on December 17th, and was delivered to the address provided by the customer on December 19th, At this time, as the customer has received a full tree replacement, we feel this matter to be resolved Regards, Balsam Hill Customer Service Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Replacement tree received

Initial Business Response / [redacted] (1000, 5, 2014/12/18) */ Hello, We are sorry for the frustration the customer has expressed in regards to the policiesOn November 30th, the customer contacted us by email with an issue concerning their treeWhen there is an issue with a tree, we go through a troubleshooting process to verify the stated issueThe reason we do this is because often times a stated issue is nothing more than a loose bulb or something else minor which is easily adjusted to resolve an issue, and is not an actual defectWe requested documentation from the customer to assist in determining the resolutionIn this instance, the customer did not allow us to complete the warranty process and instead saying they wanted to return the treeThe customer was advised they could follow the exchange option or return policy, which they declinedIf a customer wants to return a tree without verifying an issue with the product, then they are subject to follow our standard return policyOur policies, which are a part of our terms and conditions agreed to at the time of sale, outline thisThe customer states in this complaint that they were offered to return the tree for a full refundThis information is inaccurateThe customer was advised they were responsible for the return shipping and once we receive the return of the merchandise they would receive a full refundThis is if the customer uses their own traceable shipping providerUltimately, the customer chose to utilize our Easy Return Labels which were $per box, which is stated in the return policyThe customer was issued a partial refund on December 16th, minus the three $labels they utilizedAt this time we consider the matter resolved Regards, Balsam Hill Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ Hello, We are sorry for the frustration the customer has expressed with their orderThe customer placed their order online on November 27th, On December 12th, the customer contacted us as they had not yet received their itemWe advised the customer that we had received notification from our warehouses that the item was out of stockWe provided the customer with the options of either cancelling the order for a full refund or, they could select a different item insteadThe customer elected to receive a refund On December 14th, 2015, we issued a full refund for the out of stock item back to the customer's card used for the purchaseAt this time, as the customer has received a full refund, we feel this matter to be resolved Regards, Balsam Hill Customer Service

Initial Business Response / [redacted] (1000, 7, 2014/12/05) */ Hello, We are sorry for the frustration the customer has expressed with their treeOn November 16th, the customer contacted us with a lighting issue in a section of her treeWe offered for her to go through the warranty option, in which the customer accepted in the terms and conditions when the order was placed onlineWe received the requested documentation from the customer and went through the warranty stepsAs the customer states in this compliant they altered the tree before contacting us with an issueAfter reviewing the documentation provided by the customer the resolution was originally determined that the warranty had been voided due to the customer altering the sections, as stated in the policies the customer accepted when they placed the orderHowever, after speaking to the customer on November 28th, and determining the previous issues they had experienced, it was determined for the customer to donate her tree and we could replace itWe apologize for the delay in resolving the issue for the customerOn December 2nd, we received the donation receipt and advised the customer they could choose a different tree using the credit they paid for the original order or receive the original treeThe customer chose to use the credit towards two new trees and a tree topperWe placed the new order for the merchandise on December 2nd, The new order shipped on December 3rd, December 4th, and December 5th, and the customer received two of the packages on December 5th, The remaining two packages are due to arrive on December 6th, and December 9th, At this time the replacement order has been sent to the customer for her tree and we believe the matter will be resolved Regards, Balsam Hill Customer Service

Hello, We are sorry for the frustration the customer has expressed with their orderAs stated in the customer’s complaint, they placed an order on November 28th, for an artificial Christmas tree for a total of $ The customer contacted us on December 6th, 2014, via Phone Support to request an exchange for a different type of treeWe exchanged the customer’s tree as per their request and we emailed the customer FedEx return labels for the original tree The cost of the new tree came out to $We informed the customer that we would apply the original funds of $from the first order to the exchange order and they would be responsible to pay the price difference between the two treesIn order to act in the best interest of the customer, we applied a coupon that takes $off of orders worth $or moreThis brought the new exchange order total down to $As such, the customer was only charged an additional $for the exchange which brought the total payment between the two orders to $ The customer contacted us back on December 15th, 2014, via Phone Support to request our assistance with a few issues they were experiencing with the new exchange treeThe tree was having a lighting issue, so we completed various troubleshooting steps with the customer in order to verify the problem and figure out how to best assist themWe determined that they needed a replacement Section for their treeDue to the high call volume and being so close to Christmas, we notified the customer that it could take longer than usual to ship out so it might not reach them by ChristmasAs a temporary fix until the replacement section arrived, we offered to send out light strands as a way for the customer to make it through Christmas with a lit Christmas tree and the customer agreed to this resolution The customer contacted us again on December 16th, 2014, via Phone Support to speak with us in regards to the lighting issues they were experiencingWe informed the customer that as per our previous conversation on December 15th, 2016, a warranty claim was put in to request a replacement section and we placed a no charge order to FedEx 2Day Air two light strands to them as a temporary resolutionThe customer requested to return the tree for a refund instead of following through with the product warrantyWe advised the customer that they may return following our standard Return Policy, in which they agreed to at the time the orders were placedWe advised the customer that we would email no charge FedEx return labels and as per the policy, they would need to have the item in transit back to our warehouse prior to December 25th, This policy is in place as Balsam Hill offers a large variety of seasonal items with an emphasis on the Christmas holiday and therefore, customers would need to return their item prior to the 25th of December or within days of receipt, whichever comes firstAfter advising the customer of this information, the phone call was disconnected The customer contacted us back via Live Chat on December 16th, 2014, to express their frustration in regards to having to return the item prior to December 25th, We apologized and informed the customer that if they wished to return, it would have to be returned following the standard Return PolicyThe customer requested to be transferred to a manager and as our chat team does not have the capability to fulfill this request, we advised the customer to contact our customer service line as a means to speak with a member of our Leadership TeamThe customer disconnected the chat The customer contacted us via phone support on January 12th, 2015, to notify us that they received the incorrect replacement warranty sectionWe apologized and informed the customer that we would request the correct section to be shippedWe informed the customer that they were free to dispose of the incorrect section in any manner they saw fitThe customer requested that we provide them with return labels for the incorrect section as they did not want to dispose of the partWe honored the customer’s request and emailed them a no charge FedEx return label The customer contacted us via phone support on February 4th, due to receiving the incorrect section a second timeThey requested we send return labels as they did not want to deal with discarding itWe sent the return labels as per the customer’s request The customer contacted us via Phone Support on December 7th, 2015, to let us know there was plug located in the replacement section that was not connected to anythingThe customer did not want another replacement section as they had received two replacement sections alreadyThe customer informed us that they had not attempted to connect it to their tree to verify whether or not it worked correctlyWe offered the customer a 10% customer care credit as well as suggesting that they attempt to connect the section they already received to see if it workedWe advised the customer that if the section did not work, we would request that they contact us back and we would offer an exchange to a different product, using the funds from the original order towards the new itemThe customer accepted our resolution and we issued the 10% customer care credit to the customer’s credit card account The customer contacted us again on December 7th, 2015, requesting to speak with the same supervisor in accordance with their previous conversationWe informed the customer that the Supervisor would reach back out to them when they became availableThe Supervisor attempted to reach the customer on December 7th, 2015, as per the customer’s requestAs the section did not work as intended, we created a case to have a third warranty section to be sent out to the customer The customer contacted us on January 11th, 2016, and requested to return the treeWe advised the customer that we could not authorize a return for an order that was over a year old however, we would be more than happy to assist the customer via the Warranty PolicyThe customer escalated the call to a supervisor and inquired on the status of their 10% creditAfter researching the issue with the customer, we confirmed that the refund of 10% was not previously processed correctlyAt this point, we issued the 10% refund to the customer’s credit card accountThe 10% customer care credit came to $which brought the order total down to $and the overall charge between both orders to $for the original tree and the exchange tree The customer contacted us on December 30th, 2016, in regards to the issues they were experiencing with their Christmas treeWe informed the customer that their item was still covered under warranty so we would be more than happy to assist themWe provided the customer with two options: We could process a Warranty Claim for a full tree replacement for the same item or We would allow them to use the $they had put towards both trees towards a separate tree of equal or lesser valueWe requested that the customer donate the tree to a non-profit 501(C) organization and email a copy of the receipt to [redacted] Occasionally, we will request a customer to donate a Christmas tree that is being replaced as the foliage of the item is still in perfect condition and allows others to enjoy a Balsam Hill product that might otherwise not be able toWe informed the customer that the new tree’s warranty would be effective from the original purchase date of the exchange treeThe customer disconnected the call at this point We attempted to reach out to the customer again on December 30th, 2016, and then again on January 2nd, 2017, in order to see if they had made a decision as to which option to pursueThe customer did not answer our attempts or attempt to reach back out to usAt this point, we have offered the customer two separate options, both of which are honoring the warranty the customer agreed to in the terms and conditionsIn the customer’s complaint, it states that they originally paid $between the original order and the exchange orderThis information is incorrect as the new tree the customer chose in was $The customer used the funds of $from their original tree towards the new item and we applied a coupon code of $At the time, the customer paid an additional amount of $for the exchange treeThis brought the total dollar amount between the two orders to $As stated previously, we provided the customer with a refund of 10% which brought the total amount received between the two orders to $As a courtesy to the customer, we would like to provide them with the option to use the $that they originally paid between the two orders to use towards an alternate tree of equal or lesser value On April 25th, 2017, we attempted to reach the customer by phone to discuss the alternate replacementThe phone call was unsuccessful and stated that the number dialed could not accept calls at that timeWe have since emailed the customer for contact information and will have a member of leadership follow up with the customer to ensure a resolution is reachedAt this time, we are awaiting the customer’s response Regards, Balsam Hill Customer Service

Complaint: [redacted] I am rejecting this response because:At no time was I ever offered a replacement tree or a refund for the defective treeAm I now to understand that I will not be hearing from this company until October of 2018? If that is the case then I request a full refund and if the product is to be shipped back to the company then all shipping costs (including pick up at my residence) shall be paid for by the companySincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/12/21) */ Case #XXXXXXXX/ [redacted] Hello, We are sorry for the frustrations the customer has expressed in regards to the tree they orderedThe customer ordered their tree in December of We did not hear from the customer until November of when they contacted us to request return information as they wanted to return the tree from their orderWe advised the customer they were outside of the day return time frame, as stated in the return policyOur policies, which are a part of our terms and conditions agreed to at the time of sale, outline this In this complaint, the customer has now expressed dissatisfaction with the appearance of their tree, claiming that the tree was not as full as they expected and was not as pictured on our websiteAll of the pictures of our trees are authentic photos that have not been altered in any wayWhen a tree is new and out of the box, it does take time and effort to extend the branches and shape themIf you do not spend the time doing this, the tree will not look as full as it can be shaped to lookAs the tree is covered under a foliage warranty we are happy to submit the photos that the customer has to our warranty department for review, however the customer is unable to return the tree at this time as they are outside of the Return Policy We have taken note of this complaint and will have a supervisor contact the customer in regards to the matter Regards, Balsam Hill Customer Service Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) We followed the instructions exactly as the manufacturer specifiedDespite our laborious efforts, the tree is gap-ridden! It is a poor representation of what the company allegedly stands forquality products! We did not put up the tree last year because it arrived after Xmas and since we believed in the authenticity of the photos we saw on their website, why would we doubt the quality pf our tree? Please do have a representative contact us as we would like to discuss this matter further! We are heartsick that our tree resembles a Walmart special! Complaint Response Date bumped because: Holiday

Initial Business Response / [redacted] (1000, 5, 2014/12/18) */ Hello, We are sorry for the frustration the customer has expressed with the return processOn October 28th, the customer contacted us wanting to return the orderWe issued a Return Merchandise Authorization (RMA) number and return instructionsOn November 14th, the customer contacted us to request the refund be issued to the orderWe advised the customer it can take up to days for the refund to be issued once the item is returned, as stated in the return policyThese policies are a part of our terms and conditions the customer agreed upon at the time of sale A full refund was issued to the customer on December 2nd, We understand the delay in issuing the refund has caused the customer frustration, and we apologize for the delay of two days past the standard time statedWe strive to provide a high level of customer service, and in situations like this, we will strive to do better Regards, Balsam Hill Customer Service

Hello, We are sorry for the frustration the customer has expressed with their orderAs stated in the customer’s complaint, they placed an order with Balsam Hill on March 23rd, for an artificial Christmas tree As stated in our initial response, on March 24th, 2017, we received notification from our warehouse that the item the customer ordered was out of stockWe contacted the customer by phone the same day and notified them that the order would not be fulfilled as we could not send the productAs we do not hold a customer’s funds when an item is out of stock, we informed the customer that a full refund was issuedThe customer expressed their frustration and asked if we would be capable of honoring the tree at the price they paid when it became available againWe apologized and informed the customer that we would not be able to honor the price due to system limitations and the fact that we occasionally change product designs which affect the overall price of the itemThe customer expressed their frustration and stated that it was a scam We apologize for the inconvenience the customer has experiencedOn March 29th, 2017, we attempted to contact the customer to offer a credit towards a future purchaseThe customer did not answerOn March 30th, 2017, the customer contacted us back to inquire on the reasoning for our phone callWe advised the customer that although we cannot guarantee that the tree would be at the price they paid originally based on any design changes, we would offer 10% off of a future orderWe also advised the customer of our best sale times to purchaseThe customer refused our offer and stated that they would not be purchasing againAt this time, as the customer has been refunded in full for the out of stock item and we are unable to honor the pricing due to limitations but have offered an alternate solution, we feel this matter to be resolved Regards, Balsam Hill Customer Service

Initial Business Response / [redacted] (1000, 5, 2014/12/31) */ Hello, We are sorry for the frustration the customer has expressed with the warranty processOn December 16th, 2014, the customer contacted us through email with an issue concerning the wreath with the battery pack on their order, which was covered under warranty The customer requested to have the wreath replaced due to the issue and we complied with the request and sent a replacement wreath on December 26th, and the customer received it on December 29th, We have not heard from the customer at this time and consider the matter to be resolved Regards, Balsam Hill Customer Service

Ordered a tree and ended up sending it back days later since it was a close to what I hadSent back using their label and they received it Dec8, for a refundSite said using their label, refund would take hoursAs of today, I still have not received my refund (Dec21)Have call at least twice a week since they have received and customer service has been saying their baand I should receive credit within hourLooks like I will be calling againWanted this completed by Christmas but something tell me to get my refund I will have to become mean! I would not recommend this company

Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ Hello, We are sorry for the frustration that the customer has expressed with their treeAs stated in the customer's complaint, they purchased an artificial Christmas tree online on November 30th, On December 5th, 2015, the customer contacted us in regards to a lighting issue within a section of their treeWhen there is an issue with a tree, we go through a troubleshooting process to verify the stated issueThe reason we do this is because often times a stated issue is nothing more than a fluffing issue or something else minor which is easily adjusted to resolve an issue, and is not an actual defectOur policies, which are a part of our terms and conditions agreed to at the time of sale, outline thisAfter completing the troubleshooting, we determined that a replacement section was needed and a request was submitted for the part On December 14th, 2015, the customer contacted us to follow up on the status of their replacement sectionWe apologized to the customer and advised them that we were a few days behind on sending out replacement parts and were still waiting on tracking information for their sectionWe confirmed that we would notify them as soon as we had an update in regards to their claimOn December 16th, 2015, the customer contacted us again in regards to their warranty replacementAt that time, we informed the customer that we still had not received an update in regards to their replacement and confirmed that an email had been sent to our warehouse for more informationAgain, we informed the customer that as soon as we had heard back from our warehouse, we would follow up with them On December 17th, 2015, the customer reached out to our Customer Center in an effort to obtain an updateThe agent assisting the customer confirmed that the request had been submitted to our warehouse and advised the customer that they would look into it the situation and follow up with them with more information that same dayIn the customer's complaint they state that we never followed up with them, however this information is inaccurateWe contacted the customer back on December 17th, and spoke with them about their warranty claimWe apologized that we had not heard back from our warehouse yet and advised them that we would contact them the following morning with a resolution On December 18th, 2015, we reached out to the customer as promised and let them know that we had heard back from our warehouseWe confirmed that the replacement section that the customer needed was out of stock in our parts replacement department and we were waiting for the warehouse to transfer the needed section from regular inventory to warranty so we could replace it for themIn an attempt to get the customer a working tree before Christmas, we offered to have the customer donate their current tree to a non-profit organization and we could send out a full tree replacement with expedited shippingThe customer accepted this optionWe placed the new order on December 18th, with 2-Day shipping at no cost to the customerThe tree shipped out the next business day on December 21st, and was delivered to the shipping address provided to us by the customer on December 23rd, At this time, as a full tree replacement has been delivered and we have not heard from the customer since December 18th, 2015, we feel this matter to be resolved Regards, Balsam Hill Customer Service Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did receive the new Christmas Tree on 12/23/I will be donating the first tree sent to a non-profit organization as agreed in the next business days and forwarding a copy of their receipt to Balsam HillThus, at this time I feel the complaint has been resolved to my satisfaction and this matter is resolved

Initial Business Response / [redacted] (1000, 5, 2014/12/26) */ Hello, We are sorry for the frustration the customer has expressed in regards to placing their order onlineWhile we can appreciate the frustration the customer has in regards to this order, this complaint is not an accurate representation of what has happenedKey points have been left out by the customer, and everything that has ensued on this order is the direct outcome of actions taken by the customer when the order was placed online The customer placed the order online on November 19th, and we shipped the order on November 21st, with the method selected at the time of sale, to the address the customer specified for deliveryWe were not aware the customer had not received the items until they contacted us on December 6th, In reviewing the tracking information for the address the customer provided, the package was showing incorrect address -unable to deliverAs we verified with the customer their address was showing correct on the order we advised the customer we are unsure as to why it was not delivered correctly by FedEx other than it was handed to the United States Postal Service in their areaThe customer stated they had a Post Office Box for postal service, as they are in a rural areaWe advised the customer we had two options to resolve the matter: they could either contact their local post office to see if an arrangement could be made to obtain the package or once the items were actually returned to our warehouse we could reship the orderOn December 10th, the customer contacted us by email to request their order to be reshipped once it was returned to the warehouseOn December 21st, we emailed the customer to inform them that a new order had been placed and would be shipping with FedEx day to ensure the customer received before ChristmasThe replacement order shipped on December 22nd, and the customer received it on December 24th, At this time the customer has received the merchandise and we feel the matter to be resolved Regards, Balsam Hill Customer Service Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The site said that their shipping would be by FedEx, thus they requested a home address which I enteredWhen my purchase didn't arrive, when I did a live chat, I was told that small home goods were sent to local post officesThe site only said that P.OBoxes could not be used, yet the company never said that local post offices could be used for delivery so I didn't include my P.Obox number I was not just told to contact the PO, but to call FedEx to arrange delivery or call UPS for deliveryI expressed my distain by saying that it wa not my error but theirsI thought it was unreasonable for them to place the onus on me to make my own arrangements! I have received my purchase though I asked for a refundI will keep the products but made another purchase through another retailer which arrived in days I will not shop, nor recommend anyone else to shop Balsam HillThis could have been avoided if the company (through chat) would have simply said, "I'm sorry for your trouble, let's see how we can resolve this." Final Business Response / [redacted] (4000, 9, 2015/01/20) */ Hello, As stated in our prior response, we are sorry for the frustration the customer has expressed in regards to their orderThe customer placed their order online on November 19th, On December 6th, the customer contacted us via chat to check on the status of her orderWe advised the customer that there was a delivery exception and that the items were being returned to usAs it was currently with the USPS we suggested that the customer reach out to them to see if she could make arrangements with them for delivery or, once the items were delivered back to us, we could reship them to the customer We received an email from the customer on December 10th, requesting that we reship the items once we received them backOn December 21st, we emailed the customer stating that we had placed a new order for the items with FedEx 2-Day air to make sure that they were received before ChristmasThe new order shipped out on December 22nd, and was delivered on December 24th, At this point in time, since the customer has received the products and indicates that she is going to be keeping the items, a refund will not be issuedWe apologize again for the difficulties the customer had, appreciate their feedback, and will issue the customer a 10% Customer Care credit due to the situationAt this time we feel the matter to be resolved Regards, Balsam Hill Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/12/24) */ Hello, We are sorry for the frustration that the customer has expressed with their orderAs stated in the customer's complaint, they placed an order online for an artificial Christmas tree on July 29th, We did not hear from the customer until December 7th, 2015, when the customer contacted us with a lighting issue within a section of their treeWhen there is an issue with a tree, we go through a troubleshooting process to verify the stated issueThe reason we do this is because often times a stated issue is nothing more than a fluffing issue or something else minor which is easily adjusted to resolve an issue, and is not an actual defectAt that time, the customer requested to return their orderWe advised the customer that they were outside of the day return period, and offered to send out a replacement section under warrantyOur policies, which are a part of our terms and conditions agreed to at the time of sale, outline this The customer agreed to proceed with the warranty process and a warranty claim was submitted for a replacement section that dayOn December 8th, 2015, the customer followed up with us to check on the status of their replacement sectionWe informed the customer that we did not have tracking yet for the replacement sectionDue to not having any tracking information for the replacement section, the customer requested to return their tree again and asked to speak with a supervisor On December 9th, 2015, a supervisor reached out to the customer and advised that we had approved a return at no cost to the customer outside of the standard return time frameOn December 11th, 2015, the customer followed up with us to inform us that FedEx had picked up their item and requested that their refund be issuedWe attempted to issue the refund on December 12th, 2015, but were unable to do soWe followed up with the customer again and collected the correct credit card information so that a full refund could be appliedAs of December 15th, the customer's card has been refunded in full for the tree and the item has been returned Regards, Balsam Hill Customer Service

Complaint: [redacted] I am rejecting this response because: This is still not resolved and openI did speak with someone at length about the issue and they think they can work something out but unfortunately, she is moving to another departmentShe is passing my case to someone else and noting my accountThey are telling me I can pick out another treeHowever, they have a limited inventory right now so I don't have that much to choose from and since it is late spring they don't have the pricing set yet for the coming seasonThey told me to wait for the Christmas in July sale and that is what I am goingI believe they are offering to give me a credit of $towards another tree which is okayThe only thing I am not happy with is, they will not let me pay more towards another tree and that is very perplexingI cannot guarantee I am going to find a tree in that price range and I don't want a "cheap" treeWhy should I have to stay below this amount? I never heard of a company who will not take more money from a customerI may be interested in paying at least a hundred dollars more towards another treeI also told them I no longer want a prelit treeI believe that their lights are inferior and will not take a chance anymoreSo, therefore this case really has not been settled Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/12/16) */ Hello, We are sorry for the frustration the customer has expressed with their treeWhen there is an issue with a tree, we go through a troubleshooting process to verify the stated issueThe reason we do this is because often times a stated issue is nothing more than a fluffing issue or something else minor which is easily adjusted to resolve an issue, and is not an actual defectOur policies, which are a part of our terms and conditions agreed to at the time of sale, outline thisIn this complaint the customer stated the tree arrived damaged due to the weather conditions the tree was exposed to when deliveredWe requested documentation from the customer showing the stated issue so we could provide a resolutionAfter reviewing the pictures the customer provided us we were not able to see an issue with the tree as it shows they did not even take the tree out of the box or wrappingBased on the information provided by the customer we were not able to verify an issue with the treeWe requested for the customer to remove the tree from the box to determine if there were any issues other than the packagingThe customer stated they just wanted to return the treeIf customer wants to return a tree without verifying an issue with the product, then they are subject to our standard return policyUltimately, we have decided to honor the customer's request to pick up the tree at no chargeOnce we confirm the tree is in transit back to our return warehouse, we will place the replacement order for the customer We have taken note of this complaint and will have the customer contacted on December 17th, to discuss the return arrangements Regards, Balsam Hill Customer Service

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/12/10) */ Case #XXXXXXXX/ [redacted] Hello, We are sorry for the frustration the customer has expressed with their ordersOn November 20th, the customer contacted us via chat regarding a lighting issue within a section of the BH Noble Fir tree, purchased on November 25th, as well as an issue with a section in the Highland Estate Potted Spruce tree purchased on November 15th, When there is an issue with a tree, we go through a troubleshooting process to verify the stated issueThe reason we do this is because often times a stated issue is nothing more than a loose bulb or something else minor which is easily adjusted to resolve an issue, and is not an actual defectOur policies, which are a part of our terms and conditions agreed to at the time of sale, outline thisAfter completing troubleshooting, we requested documentation of the issue to help determine a resolution On November 24th, the customer contacted us via chat to notify us of a lighting issue with the Vermont White Spruce Bordeaux from the order placed on November 15th, We began to troubleshoot the issue with the customer and after completing troubleshooting we advised the customer we would submit the request to our warranty department to help determine a resolutionWe apologize as there was a delay with the warranty resolution with the product requests, we determined to place two no charge replacement orders under warranty for both the Vermont White Spruce Bordeaux as well as the Foot Highland Estate potted treeBoth orders shipped on 12/01/The first order was delivered on 12/03/and the second order was delivered on 12/04/On December 3rd, the customer contacted to notify us the orders had been shipped to the incorrect addressDue to an error on our end the orders were shipped to the customer's billing address instead of the shipping addressWe apologized and advised the customer we scheduled a call tag to reroute the two packages to the correct address On December 9th, we reached out to the customer to confirm they had received the replacement Highland Estate Potted Spruce tree as well as the Vermont White Spruce BordeauxThe customer confirmed they had received the merchandise but stated they had encountered another lighting issue with a section of the Highland Estate Potted Spruce treeDue to the customer's situation we determined another replacement order for the tree would be shippedUpon further investigation, we also realized the customer had not received the replacement section for their BH Noble Fir TreeWe have shared what we are doing to resolve these problems to the customer, and are committed to doing a better job of communicating with the customer until the matter us fully resolved Regards, Balsam Hill Customer Service

Hello, We are sorry for the frustration the customer has expressed with their orderAs stated in the customer’s complaint and our initial response, they placed an order online on September 27th, for a two 5’ Outdoor Fairybell Trees, two 7’ Outdoor Fairybell Trees, and two 10’ Outdoor Fairybell trees As previously stated, the customer placed their order online on September 27th, and first contacted us by phone on January 9th, The customer was allotted days from the date of purchase to return the items or to contact us with any issues as the items purchased do not come with a warranty carried by Balsam HillThe customer did speak with us on multiple occasions and we attempted to resolve the issue through troubleshootingAs the customer states in their response, they were advised that once we received photos, we would forward the issue to our Warranty TeamOur Warranty Team approves or denies warranty requests for replacement parts based on the warranty guidelines as stated in our Warranty Policy onlineThe Warranty Team did receive the customer’s information and upon review, the request was declinedAs our website states, we only carry a warranty on our artificial Trees, Wreaths, and Garlands within our Signature or Classics collectionsOur website states that we do not offer warranties on accessory products or décor itemsAs the customer’s trees are not a part of our Signature or Classics collections and are classified as outdoor décor items, we are limited to servicing the items to only out of box issuesIn order to be approved for warranty service, the customer must contact us within days of receiving the productAs the customer received their items on October 1st, and first contacted us in January 2017, we were now too far outside of the timeframe to provide an exchange, return, or possible warranty We relayed this information to the customer and provided them with the contact information for the manufacturer of the products as any warranties and or replacement parts would have to go through themWe apologize that we are unable to service the items under warranty and also for any undue stress this situation has caused the customerWe have attempted to resolve the issue with troubleshooting the problems as well as providing the contact information for the manufacturerAt this time, as the customer is outside of our 30-Day Return Policy and their products do not carry a warranty, we feel this matter to be resolved Regards, Balsam Hill Customer Service