Balsam Hill, LLC

Initial Business Response /* (1000, 5, 2015/12/01) */
Hello,
We are sorry for the frustration the customer has expressed with their order. On November 2nd, 2015 the customer placed an order online for a tree. The tree was shipped out the following day and was delivered on November 4th,...

2015 according to the tracking information. The customer contacted us on November 11th, 2015 to check on the status of their order. We provided the customer with the tracking information and advised that we were showing that the item was delivered. The customer stated that they had checked everywhere and were still unable to locate their order.
On November 13th, 2015, we started a trace with FedEx to locate the missing package. When speaking with FedEx, it was determined that the package was sent to the incorrect address. We scheduled a call tag with FedEx to have the item picked up from the incorrect location and forwarded to the address provided to us by the customer. On November 17th, 2015 FedEx attempted to pick up the item at the incorrect location but were unable to do so, stating that the item was lost. The customer contacted us again on November 20th, 2015 to let us know that they still had not received their order and requested an update. We informed the customer that the item had been lost and we would be sending out a replacement. On November 21st, 2015 a new order was placed for the customer and two-day shipping was included to ensure that the customer received their tree before Thanksgiving.
On November 25th, 2015 we reached out to the customer to confirm that their replacement order was delivered. As the customer has confirmed that they have received their replacement, we feel this matter to be resolved.
Regards,
Balsam Hill Customer Service
Final Business Response /* (1000, 9, 2015/12/16) */
Case#XXXXXXXX/[redacted]
Hello,
First, please disregard our previous response to this complaint. In error, a response for a different customer was submitted to this case.
We are sorry for the frustration the customer has expressed with their order. At this time we have further reviewed the customer's complaint and have determined to grant their request of replacing the two defective sections to their tree. As the tree was purchased on December 26th, 2011, the sections will need to be manufactured during the off season and sent to the customer in summer 2016. We apologize for any inconvenience this has caused the customer. We are committed to ensuring the customer will have a fully functioning tree for the 2016 holiday season. We will reach out to the customer to provide them with the resolution.
Regards,
Balsam Hill Customer Service

Initial Business Response /* (1000, 5, 2014/12/23) */
Hello,
We are sorry for the frustration the customer has expressed with the shipping of their order. In this complaint the customer states that the order was shipped with a different method than they chose when the order was placed...

online. This information is inaccurate. When the customer placed the online order on December 5th, 2014, they chose the method of 2 Day Air.
The customer states in this complaint they were shipped the wreath through ground shipping. We apologize for the confusion but if the customer looks at the FedEx tracking information online at FedEx.com, it clearly states we shipped in the method requested. The order was processed and sent to the warehouse closest to the customer, in which the item was available. The method of shipping has nothing to do with the customer not receiving the wreath the next day. As the customer placed the order past the cut off time for the same day shipping, as stated on our website under the shipping information link, the order would not have shipped any sooner than Monday December 8th, 2014. As we shipped the wreath with the method they requested and it was delivered within the 2 day timeframe a refund will not be issued.
Regards,
Balsam Hill Customer Service

Terrible service! Paid over $600 for a Christmas tree that won't light up. Trouble shoot with customer service rep for over an hour, confirmed it was defective, but only to be told I'd have to wait till the warranty department reviewed the case before they would send a replacement. And if they do send a replacement, they won't expedite it, unless I pay for extra shipping. Spent another good hour to pack the defective tree back into the carton. Steer away from this company.

Initial Business Response /* (1000, 5, 2014/12/01) */
Hello,
We are sorry for the frustration the customer has expressed regarding the lighting in the tree. The customer contacted us on December 12th, 2012 regarding one strand not working in a section and felt the product was defective....

When there is an issue with a tree, we go through a troubleshooting process to verify the stated issue. The 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 defect. In this instance, the customer did not allow us to complete troubleshooting and instead saying they wanted to return the tree. If customer wants to return a tree without verifying an issue with the product, then they are subject to our standard return policy. We will not make exceptions to the policy without verifying a product is defective as being claimed.
Ultimately, the customer filed a chargeback in December 2012 and while we were awaiting response on the outcome of the case from the credit card company, the customer continued to call us on multiple occasions, demanding we send her free labels to return the tree. We advised the customer free labels were not an option without the customer completing the troubleshooting or sending us documentation of pictures showing an issue. The only option we have is to offer the standard return policy. Our policies, which are a part of our terms and conditions agreed to at the time of sale, outline this.
As the initial chargeback was resolved in our favor, we were willing to continue to work with the customer to resolve the issue. The customer contacted us on January 14th, 2013 requesting free return labels again. At this time, we again advised the customer that they were able to continue with the warranty process but were now outside of the return time-frame allowed, as stated in the return policy. We did advise the customer, as a courtesy we would make a one-time exception and allow them to return the merchandise with a 20% return fee. The customer refused these options. The customer continued to call and email our customer service department, and as she was disrespectful towards the representatives, we had to cease all communications with the customer.
In the end, the customer filed five chargebacks which were all resolved in our favor. We feel that five chargebacks decided in our favor clearly illustrates we have acted in good faith. We are willing to continue to work with the customer through the warranty process to resolve the issue if the customer can be courteous of our representatives and provide the documentation needed. Furthermore, it has been two years since the customer purchased the tree, at this time the customer is outside of the return time-frame, which is 30 days or before December 24th (whichever comes first).
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2014/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I purchase from many companies online and have never had a problem like this. This company was more disrespectful to me as a customer as I have ever experienced! They are being dishonest in their response and as you can see they are completely inflexible. The tree is defective. I have a masters degree and this is not my first artificial tree. There is NO PLUG IN THE TOP OF THE TREE THAT CONNECTS WITH THE BOTTOM ELECTRICITY. I DidTroubleshoot the tree with their customer service representative! They wanted me to call back during their very limited troubleshooting department during a time I would be at work. I thought it would be unreasonable to ask me to take a day off work to be home during the hours their technicians were available. It was defective, it arrived that way, and I simply wanted to return the tree. It was too close to Christmas to go through the process they were suggesting considering THE PRODUCT ARRIVED DEFECTIVE. Additionally, if they had good faith and were a reputable company, they would have offered to send out another tree even if they charged my account and then issue a refund when the defective tree was received. I WOULD HAVE AGREED TO THAT AND THAT IS WHAT OTHER REPUTABLE COMPANIES HAVE DONE IN SIMILAR CIRCUMSTANCES. I don't know where these people are from but they are abnormal when it comes to customer relations. The American Express chargeback DOES NOT demonstrate anything other than they dug in their heels to prove a point while manipulating the facts and refused to resolve the matter with their customer. The 4 or 5 times I disputed the case with Amex illustrates the validity and sincerity of my complaint AND that Amex could not believe this company's response considering the facts which is why they allowed me to continue to reopen the dispute, I also uploaded pictures for them to see that the top of the tree would not light. It didn't matter. These people are complete nuts! I simply want to return the tree for a refund. I am not clear from their response what if anything they are willing to do at this point.
Final Business Response /* (4000, 9, 2014/12/17) */
Hello,
As stated in our prior response, we are willing to work with the customer under the warranty option to resolve the lighting issue in which they are expressing concern in this complaint. If the customer would like to contact our Customer Service Department we would be more than happy to assist in troubleshooting the tree further or processing through the warranty. If the customer is only looking for the refund as stated in the complaint, which is not an option as it has been two years since the customer purchased the tree, at this time the customer is outside of the return timeframe, which is 30 days or before December 24th (whichever comes first).
Regards,
Balsam Hill Customer Service
Final Consumer Response /* (4200, 11, 2014/12/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is further evidence that this company is unprofessional and unethical. I could understand their position if I failed to promptly contact them about the defective tree. I IMMEDIATELY contacted the company's customer service department the day it was received to let them know that the top part of the tree would not light because it was manufactured improperly (male/female plug did not match). (By the way, I have had a professional electrician look at the tree. It IS defective.)....Of course I was upset at the time that this company refused to take the tree back. Typically American companies don't treat their customers this way. I have never had this experience with ANY retailer ever! The company's response to my complaint through this process is unreasonable and I obviously reject it. They have already stated in their response they will not take the tree back under any circumstances. I already have a Christmas tree now and don't need another one. I have already spent enough time asking this company to do the right thing. Again they have refused. I only hope that my experience will serve as a warning to other potential customers. Balsam Hill management is wrong in this situation and they know it. Buyer.....PLEASE beware!
Consumer Response /* (2000, 17, 2015/01/09) */
1-5-15
Sent via email:
Ms. [redacted].
I just wanted to let you know this matter was resolved. American Express has credited my account for the defective Christmas tree.

Beautiful tree!! Out of the box a row of lights were out & after troubleshooting with customer service representative for 30 minutes, & lights still not working, I was told they would send me a strand of lights and I could re-string the tree! It didn't seem to matter to the representative that they cost so much money to be delivered defective & then I'm expected to spend more time to re-string it, and it not be the same as if they had done it. But that was their policy. When I asked if I could just return it, I was told I would have to pay for the shipping label. After asking for the manager who was more understanding, but initially told me the same policy, I was able to get a replacement 2nd tier at no charge, but I'm considering returning the tree & spending my money elsewhere. For something to be so expensive & be such a "great" product, the policy for defective items is a shame! Shame on you Balsam Hill!

Initial Business Response /* (1000, 6, 2014/12/30) */
Hello,
We are sorry for the frustration the customer has expressed with their order. The customer placed an order online on January 2nd, 2014. On December 1st, 2014 the customer contacted us and advised the tree had an issue with the...

base being damaged. As the tree is covered under warranty, we advised the customer it was currently out of stock but provided the customer the option to wait until the tree became available for us to send a replacement tree as the customer was outside of the return time-frame. We reached the customer after multiple attempts on December 16th, 2014 to offer the option of a refund as the tree was still not available to send. The customer accepted this. Ultimately, we issued a full refund as the tree was not available to ship. On December 16th, 2014 we issued a full refund to the customer's account. At this time we consider the matter resolved.
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (2000, 8, 2015/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

November 24, 2016 - I was shopping online for Christmas decorations and happened upon Balsam Hill. I will admit I was immediately drawn to their products because they look so appealing. I decided to order about 6 items from them. One of the items, the Cardinal 6 ft. Battery Operated Garland, did not work when I placed 2 D batteries in it. Very unfortunate because I was already smitten by the whole Cardinal themed collection I just purchased and received ! I am a stickler about a matching set. Anyway, the same day I received these items I telephoned Balsam Hill. The Customer Service Representative questioned me several times about what the problem was, and I explained the same information over and over and over again because she kept asking the same questions over and over. It was like something wasn't registering. Very surreal. Basically, her repeated inquiries were showing how could one of our products fail to function and why are you complaining about it ? Well I could go on about that but that would be involving where this was made for pennies on the dollar and so on... after explaining that the wreath will not light up the representative stated that the garland is under warranty and Balsam Hill will just send out a new one no charge. Then 1 minute after she tells me that she states her computer crashed. Next 2 minutes the rep. says oh no I can't send you another garland because it is not under warranty. Next minute, my computer came back up their must be a glitch here, now it shows it is under warranty. She put me through alot. After all of this back and forth stuff she changed her mind like 7 times and finally states..."You will have to return the garland for $10, and in order to received a replacement we will have to charge your credit card again for another garland !!" Whaaaaaat. Gosh it sounds like I am being punished for the products malfunction. How does this happen ? Anyway, this conversation went on and on for over an hour and a half ! Round n round. It actually got to the point that my boyfriend couldn't bear to hear me going through this on the phone and then decided it was time for him to speak with the rep. Thank goodness because he has the patience of a saint. After much deliberation over the phone. The rep. says return the defective garland via Fed-Ex, no charge to you and when we receive the return we will send you another garland. How does this help me knowing that there is the possibility of the garland I ordered that matches my set still be in stock for Christmas? I asked for a Supervisor countless amounts of times and the rep. said they went home for the day. Really. I just hope they keep up their end of the bargain. I am sending the defective garland back, no problem on my end. But I am waiting to see if they will keep up their end of the bargain.
It is such a shame because their items are nice looking and for the most part decent quality I would imagine. Their Customer Service Department needs alot of work. It is poorly run in this area. Listen to your customers. If something isn't working find out why. Quality control. It probably isn't even their faults because they are told what to do from their superiors, etc. This company is going to further a bad reputation unless something changes with the way they handle returns/complaints/quality control. Your customers can make or break your business, treat them wisely. Fair treatment goes along way and welcomes repeat business and good word of mouth.

Initial Business Response /* (1000, 5, 2015/01/05) */
Hello,
We are sorry for the frustration the customer has expressed with their order. The customer states in this complaint that they were missing one garland out of the three they ordered. On December 16th, 2014 the customer called...

us in regards to the missing garland. The tracking showed that the item had been delivered that day. We submitted a trace request on the missing item with FedEx since it was showing as delivered. On December 19th, 2014 the customer contacted us again to follow up with us since they still had not received the missing item. On December 20th, 2014 the customer contacted and stated that the third garland had arrived and considered the matter resolved. We have not received any further contact from the customer at this time. We consider this matter to be resolved.
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2015/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 9, 2014/12/31) */
Hello,
We are sorry for the frustration the customer has expressed regarding the lighting in the tree. The customer contacted us by email on December 1st, 2014 regarding lighting not working in a section of their tree. When there is...

an issue with a tree, we go through a troubleshooting process to verify the stated issue. The 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 defect. Our policies, which are a part of our terms and conditions agreed to at the time of sale, outline this.
We have attempted to contact the customer to move forward in resolving their issue and are waiting to hear back from them. We are willing to continue to work with the customer through the warranty process to resolve the issue.
Regards,
Balsam Hill Customer Service

Initial Business Response /* (1000, 5, 2015/02/03) */
Hello,
We are sorry for the frustration the customer has expressed with the process of their order. The customer placed an order online on January 13th, 2015. On January 16th, 2015 the customer contacted us in regards to the status...

of their order. We informed the customer that we had received notification from our warehouse that the tree was out of stock. We provided the customer with the options of receiving a full refund or selecting a different tree with 10% off the cost of the new tree due to the inconvenience. The customer selected to cancel the order and receive a refund. On January 20th, 2015 a refund in the amount of $799.00 was issued to the customer's account used for the purchase. As a full refund has been issued and the customer has been provided the option of a 10% customer care credit off of a future purchase we feel this matter to be resolved.
Regards,
Balsam Hill Customer Service

Initial Business Response /* (1000, 6, 2015/01/21) */
Hello,
We are sorry for the frustration the customer has expressed with their order. While we can appreciate the frustration the customer has in regards to this order, this complaint is not an accurate representation of what has...

happened. Key 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.
On December 17th, 2014, the customer notified us of a lighting issue in a couple of sections of her tree. When there is an issue with a tree, we go through a troubleshooting process to verify the stated issue. The reason we do this is because often times a stated issue is nothing more than something minor which is easily adjusted to resolve an issue, and is not an actual defect. Our policies, which are a part of our terms and conditions agreed to at the time of sale, outline this. We requested documentation of the issue and the customer stated that she would have someone assist her with it and contact us back. On December 21st, 2014 the customer contacted us again in regards to their order, this time to request to return the item. We advised the customer that they would need to have the tree in transit to us by December 25th, 2014, which is outlined in our return policy. Instead, the customer opted to send in the requested documentation and proceed with the warranty claim.
We received the requested documentation on December 21st, 2014 and started the claim process for the customer. On December 28th, 2014 the customer contacted us to check on the status of her warranty claim and to confirm that she did indeed want to proceed with the warranty option. On January 2nd, 2015 we called and sent an email to the customer in order to clarify which sections she needed replaced on her tree so that we could request the correct sections for her. That same day the customer emailed back, requesting a full refund, to which we advised the customer that since she was outside of her return time frame, was no longer an option. We emailed the customer on January 11th, 2015 and advised the customer that her replacement sections had been approved and were scheduled to ship the week of the 12th. On January 14th, 2015 the replacement sections were sent out to the customer and delivered on January 16th, 2015. Ultimately, the customer has filed a dispute with their financial institution and we are awaiting the determination.
Regards,
Balsam Hill Customer Service

Initial Business Response /* (1000, 5, 2014/12/31) */
Hello,
We are sorry for the frustration the customer has expressed with the warranty process. On 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, 2014 and the customer received it on December 29th, 2014. We have not heard from the customer at this time and consider the matter to be resolved.

Regards,
Balsam Hill Customer Service

Initial Business Response /* (1000, 5, 2014/12/16) */
Hello,
We are sorry for the frustration the customer has expressed with their tree. When there is an issue with a tree, we go through a troubleshooting process to verify the stated issue. The 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 defect. Our policies, which are a part of our terms and conditions agreed to at the time of sale, outline this. In this complaint the customer stated the tree arrived damaged due to the weather conditions the tree was exposed to when delivered. We requested documentation from the customer showing the stated issue so we could provide a resolution. After 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 wrapping. Based on the information provided by the customer we were not able to verify an issue with the tree. We requested for the customer to remove the tree from the box to determine if there were any issues other than the packaging. The customer stated they just wanted to return the tree. If customer wants to return a tree without verifying an issue with the product, then they are subject to our standard return policy. Ultimately, we have decided to honor the customer's request to pick up the tree at no charge. Once 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, 2014 to discuss the return arrangements.
Regards,
Balsam Hill Customer Service

After Balsam Hill sent us a defective pre-lit tree that would not light, we called them and they decided their tree was so defective that they sent us a brand new one.We asked them over the phone what to do with the defective tree. They said, "we'll let you know but it will be at no cost to you." Silence. When we called to remind them, they told us we needed to donate it to charity and send them the receipt! To pressure us, they referred to their website "warranty" language. We never agreed to this term of purchase and were not even aware of any "warranty" before we purchased this expensive item. They have left 2 calls to pressure us to donate the defective tree. The latest one indicates that we have 21 days to do so. We were NEVER apprised of a warranty condition and did not agree to it. The warranty language has no 21 day deadline. This is a false and deceptive trade practice. The company is pushing the cost of disposing its defective products on its consumers and also trying to get a tax write off by making others give away its defective products. BUYER BEWARE!!! Do not purchase from this company.

DON'T BUY FROM BALSAM HILL!
Never again. Ordered a tree 3 years and 7 days ago. Light warranty is for 3 years. 3 sections of lights will not work this year. Initially contact online support who told me I had to call in for a "specialist" to help me with my issue. Called in (don't get me started on the hold times) and was told the tree was out of warranty (which by the way starts on the date of order and delivery). They wanted to "right thing for me" which was we'll do some basic troubleshooting and sorry too bad you didn't get your Christmas tree out a week sooner.
What kind of honest business wouldn't address this kind of issue under warranty? You only get your tree out once a year. It happens that one the third time getting it out of the box it is broken. I've replaced every bulb in all sections and troubleshooted for a few days before calling and then told too bad so sad.
When I first got the tree three years ago the stand was defective. I called and dealt with "specialists" until they finally sent me a new stand. I should have known then that they don't stand by what they sell. Better off going to Lowes or Home Depot - trees there are same caliber and quality of trees but MUCH CHEAPER!
OH YEAH, AND BE CAREFUL OF WHAT THEY CALL A DEAL ON THEIR SITE. IT IS ALL A RIP OFF AND THEIR "SALES" ARE ESSENTIALLY THE SAME ALL YEAR JUST REPACKAGED TO MAKE YOU THINK YOU ARE SAVING A LOT. SHOP THEIR SITE FROM MONTH TO MONTH AND YOU'LL SEE PRICES OF TREES FLUCTUATE DEPENDING ON THE "SALE"!

Initial Business Response /* (1000, 5, 2014/12/18) */
Hello,
First, we would like to apologize for the slow response. We were not previously aware of this complaint and it was not our intention to ignore the customer. We have just now become aware of this complaint and as such are...

responding.
While we can appreciate the frustration the customer has in regards to this order, this complaint is not an accurate representation of what has happened. Key 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 that directly conflicted with what we advised them to do.
The customer contacted us on December 3rd, 2011 regarding a lighting issue in one section of the tree. After completing troubleshooting, it was determined the customer needed a new section. As we did not have stock for the needed section, we offered to send them a strand of lights to use through the holiday and then had the needed section manufactured, which they agreed to.
The customer then contacted us two days later and advised that more lights were out and they no longer would accept the resolution offered. We requested documentation and the customer agreed to send it once they removed additional lights they had added on their own. We never received any pictures confirming the issue from the customer. We did not hear from the customer again until December 1st, 2012, when they sent a chat message to our customer service and demanded a replacement tree and then disconnected. We emailed the customer to follow up and request the documentation we had previously advised the customer we needed in 2011, as at that time they were still within the 3 year light warranty period. The customer never responded nor did they send in the information requested.
As the purchased the tree on December 5th, 2009, with a 3 year warranty for the lights, the tree is no longer under warranty. As a courtesy we will send the customer lights strands to re-string the tree or 20% off a tree of their choice. We did our best to work with the customer, but each attempt was met with no response.
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2014/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The above response is an inaccurate representation and was not documented properly by the Balsam Hill company. I did contact the company in December of 2011 over a period of several days and did send documentation of the lighting issue with my tree, which consisted of 75% of the tree unable to light. They did send some replacement lights which did not fix the issue as most of the tree was unable to light.
I did contact the company again the following year and did not receive an adequate response. Balsam Hill explained that they were unable to replace a tree over the holiday season as the factories in China only produce them over the summer. This was not a sufficient response for the second year in a row and I was very frustrated by the explanation.
I still have the pictures on my phone that were sent to the company but I am no longer using the same internet provider for e-mail. I can resend the pictures again.
I do not wish to re-string my entire Christmas Tree. The lighting on their products should last for longer than 1 Christmas. I purchased the tree based on the images of the trees they provide but have had a terrible customer service experience and have had to restring the tree every year with my own lights which has been awful.
I would like a full refund.
Final Business Response /* (4000, 12, 2015/01/12) */
Hello,
As stated in our previous response, we can appreciate the frustration the customer has expressed in regards to their order. We do not dispute that there were multiple contacts in 2011, the time period during which we sent light strands to try to resolve the issue. However, when the customer contacted us late in 2012, we requested pictures so we could determine the best resolution to the problem. If a section would have needed to be manufactured, it would have taken many months to do that, but the tree would have been repaired under warranty. However, without pictures, no determination had even been made on how the problem would be resolved or whether or not we had the parts already in stock. It is also possible the parts needed could have been provided immediately. Our last contact with the customer was on December 1st, 2012, when we emailed requesting photos accurately depicting the issue the customer was having, which was days before their warranty was set to expire. They are now contacting us two years later asking us to make good on a warranty that expired in December of 2012.
They purchased the tree on December 5th, 2009, with a 3 year light warranty, and our policies which the customer accepted when they placed the order online, outline this information. As a courtesy we are willing to send the customer lights strands to re-string the tree or they may have 20% off a tree of their choice if they contact us. As the tree is no longer under warranty, we are offering the customer more than what we are obligated to do.
Regards,
Balsam Hill Customer Service
Final Consumer Response /* (4200, 14, 2015/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As proven through the e-mails I sent on January 12, 2015, I had provided pictures to Balsam Hill both in 2011 and in 2012. I do not understand why the company is unable to confirm this. Please have them refer to the document with the attached e-mails and images. Again, this leads to further exasperation in dealing with Balsam Hill as a company. I would like to resolve this issue quickly and no longer have any dealings with a company that is not honest with their customers. The amount of time and effort I have had to put into trying to enjoy a product related to a holiday with my children has been just an awful experience with no resolution. They are obligated to be honest based on my proof that I did send pictures for 2 years in a row with no resolution. I had to purchase my own lights and restring the tree each year which is ridiculous. I have been more than reasonable in trying to resolve this with the company and in good faith and to maintain any kind of reputation, they should credit me back for my purchase and they can have their tree back if they want it.

"Buyer beware, Balsam Hill doesn't care."
We were completely let down by Balsam Hill's quality and service. Their customer service representatives are unwilling to fix mistakes the company makes. We ordered a tree thinking it would hold up to the quality Balsam Hill claims, and it came with two types of lights on it. It was awful looking! I spent over three hours on the phone/chat begging [redacted] from customer service to please expedite the shipping of my replacement tree as I had a Christmas party this weekend. He insisted that since we chose free standard shipping the first time, that we could not have the replacement sent with faster shipping. After hours of talking, he only offered to throw in some scented ornaments... I would have much preferred that he help me out with the shipping or at least sympathize with my dilemma. I asked if I could speak with someone above him and he said no. Balsam Hill has now ruined our Christmas party and wouldn't even ship the tree faster for us to get it in time. Unacceptable. I have never worked with a company that would not expedite the shipping of replacement parts when it was completely their fault. Yes, I paid standard shipping, but that was because I could wait 3-4 days the first time. Now I have no tree and company coming... I need the tree now. What an inconvenience to me. This guarantee is directly from their website:
"For foliage and lighting issues, we will work with you to find the quickest and easiest solution and are pleased to send a replacement of any damaged or malfunctioning part. If a replacement part is available, an order for it will be immediately placed for arrival within 3 business days."
I can tell you this process has not been "quick" or "easy". We checked with the representative and replacement parts were available, so I would love for Balsam Hill to explain why they cannot stand by their guarantee stated above and send me replacement parts to arrive WITHIN 3 BUSINESS DAYS. I cannot do business with a company that does not stand by their word and you shouldn't either. The tree is not worth the troubles ensued.
If you cannot stand by your guarantees as a company, then I suggest you remove this language from your website.
The day after this incident, I called customer service again and the supervisor I spoke to told me they could have upgraded my shipping since they had inconvenienced me, but unfortunately it was to late to change the order because it was already being processed.
In the meantime, we are still waiting for confirmation of shipment of our replacement tree... unless something happens to convince me otherwise, this is my last Balsam Hill purchase. Buyer beware.
#BuyerBewareBalsamHillDoesntCare
#BalsamHillNeverAgain
#BalsamHillWorstCompanyEver

I have had a terrible experience with Balsam Hill. I ordered a tree (9' Colorado Mountain Spruce) on 10/28. I spent over $1000 on the tree. I received the tree on 11/2, but one of the wheels on the base had snapped off in shipping and I had to drag the 100+ pound tree down into my storage unit in the basement. I called the company on 11/2 and they were very apologetic and said they would send me a new stand. I even emailed them pictures of the broken stand and wheel. As of 11/16 I still hadn't heard anything from the company or received the replacement stand so I wrote back to them. I got an email back on 11/19 that my order had shipped, so I assumed it was the replacement stand. However, when I read the message closely, it was just a replacement pole, not a stand. So I had to call back AGAIN to get it sorted out and have a replacement stand sent. Now it's 11/22- almost a month after I bought the tree, and I still don't have a working stand or any confirmation that the new stand has been shipped. I called again and they said I should receive confirmation that the stand had shipped in the next 24 hours or so, but even then- it will only be sent via ground, so I definitely won't receive the stand by December. They would not expedite the shipping on the stand despite my repeated requests, even though the faulty original stand and subsequent delays sending a replacement were Balsam Hill's fault. This company has been terrible to work with. I have had to call or email them 8 times so far and still don't have a working tree, despite spending over $1000 nearly a month ago. They virtually ignored my call on 11/2 when I initially received the broken tree, because they never sent the replacement stand, despite saying they would. I would not recommend consumers use this company. It sent me a faulty expensive product and then failed to live up to their warranty claims, despite all the time and effort I have spent reaching out to them to get this sorted. I have all of this documented in the various emails, photos and messages I have sent to them and I want to share my experience with others so they don't have to deal with the same awful customer service.

Initial Business Response /* (1000, 8, 2015/02/26) */
Hello,
We are sorry for the frustration the customer has expressed with their order. On January 21st, 2015 the customer contacted us to let us know that they had not received the support bar for the storage bag they ordered online on...

November 18th, 2014. As the item was covered under warranty we offered to submit the concern to our warranty department for a resolution.

On January 25th, 2015 the customer contacted us via email inquiring about the status of their warranty claim. We informed the customer that we were still working on it and would update them as soon as we had more information. The customer followed up with us on January 28th, 2015 requesting another update on their claim. The agent that they spoke with stated that they would need to look into it and would contact the customer back as soon as they had a response. On January 29th, 2015 the agent attempted to follow up with the customer to advise them that the item was out of stock and that we did not have the needed part available to send to the customer at that time. The customer returned the agent's call on February 3rd, 2015 and was provided with the information about their claim. We apologized for the time it had taken to provide the customer with a resolution and presented the customer with the options of waiting for the needed part to come back in stock for us to send or receiving a full refund for the item. The customer elected to receive a full refund.

On February 3rd, 2015 a full refund in the amount of $229.00 was issued back to the customer's account used for the purchase. As the item has been refunded in full we feel this matter to be resolved at this time.
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (2000, 10, 2015/02/26) */
2-26-15
Sent via email:
Here is the text of an email I sent to you guys on 2/17:
Balsam Hill recently contacted me and refunded the money for the defective product.
However, it is obvious to me based on my own experience and now seeing on line reviews on various sites about this business, that they routinely refuse to refund money unless and until a customer takes the time to either file a complaint with Revdex.com and/or write a lot of negative reviews. Then, in an effort to avoid a bad rating, they will finally capitulate and do what they should have done in the first place. It troubles me that they use the Revdex.com name and rating (now they say is B+) on their website to reassure customers that they are a good company from which to purchase products. Although they have refunded my money, that does not change the fact that it took many hours of my time and a formal complaint to achieve that. Many people would not have the time to pursue them in this way and would never get a refund for defective products. I do not know how you do your ratings, but there is no way this company should be a B+. I routinely purchase products from on line retailers and this company is a real outlier in terms of how they treat consumers/handle problems with their products.

I would have to write a novel to describe how poor the customer service policy is of this company. I received a defective tree, spent 90 minutes on chat troubleshooting it to determine it was not fixable, tried to return it, was told I needed to take pictures and then wait for the "warranty department" to process my request, called customer service and was called a liar because they couldn't find evidence of the 90 minute chat and was told I needed to PAY $25 to return the tree that didn't work. I am not exaggerating. This company is terrible!