Balsam Hill, LLC

I ordered a tree and 3 weeks after they had said it was shipped they say it is still in warehouse,gave me a tracking number and 3 weeks after order, number entered is not found . Stay away from this place total ripoff . told them to just cancel it and return my money they say it was too late to cancel but I could return it when it comes. RIPOFF PLACE Do not deal with them

Initial Business Response /* (1000, 5, 2016/01/22) */
Hello,
We are sorry for the frustration the customer has expressed with their tree. As stated in the customer's complaint, they placed an order for their artificial Christmas tree through QVC on November 14th, 2014. The items that...

are offered on QVC's website are a specialized product created for QVC and are not serviced by Balsam Hill. As part of the agreement, PSB Services agreed to service the warranty for QVC customers, but only for the customers who returned their warranty card within 12 months of purchasing the item.

On January 7th, 2016, the customer contacted us in regards to some branches being broken and drooping. When there is an issue with a tree, we go through a troubleshooting process to verify the stated issue. Our policies, which are a part of the terms and conditions accepted at the point of the sale, outline this information. After completing the troubleshooting, it was determined that the customer was in need of a replacement tree. We confirmed that the customer had filled out their warranty card with PSB Services and forwarded their information to PSB Services for a full tree replacement.
When we submitted the request for the replacement, we informed the customer that their tree was not currently available and would have to be manufactured for them in our off season, with the customer receiving the replacement tree in the fall of 2016. The customer accepted this option. At this time, as the customer will be receiving a full tree replacement in the fall of 2016, we feel this matter to be resolved.
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (2000, 8, 2016/01/26) */
Thank you for your help regarding this problem. We will accept the new replacement tree to be shipped in the fall of 2016. Thank you again.
[redacted]

What a terrible experience. I wish I would have known before I ordered. You cannot get customer service on the phone, and can't connect online, as they suggest you do. When you finally do get someone on the phone, they say they are not authorized to allow you to return your item, and they will have to generate a case for you to be reviewed. This is an absolute SCAM and an effort to make you give up and abandon your hope for a return, refund, or exchange. Deeply disappointed, would never recommend

Initial Business Response /* (1000, 5, 2015/12/10) */
Case #XXXXXXXX/ [redacted]
Hello,
We are sorry for the frustration the customer has expressed with their orders. On November 20th, 2015 the customer contacted us via chat regarding a lighting issue within a section of the 6.5 BH Noble...

Fir tree, purchased on November 25th, 2015 as well as an issue with a section in the 4.5 Highland Estate Potted Spruce tree purchased on November 15th, 2015. 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. Our policies, which are a part of our terms and conditions agreed to at the time of sale, outline this. After completing troubleshooting, we requested documentation of the issue to help determine a resolution.
On November 24th, 2015 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, 2015. 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 resolution. We 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 4.5 Foot Highland Estate potted tree. Both orders shipped on 12/01/15. The first order was delivered on 12/03/15 and the second order was delivered on 12/04/15. On December 3rd, 2015 the customer contacted to notify us the orders had been shipped to the incorrect address. Due to an error on our end the orders were shipped to the customer's billing address instead of the shipping address. We apologized and advised the customer we scheduled a call tag to reroute the two packages to the correct address.
On December 9th, 2015 we reached out to the customer to confirm they had received the replacement 4.5 Highland Estate Potted Spruce tree as well as the Vermont White Spruce Bordeaux. The customer confirmed they had received the merchandise but stated they had encountered another lighting issue with a section of the Highland Estate Potted Spruce tree. Due to the customer's situation we determined another replacement order for the tree would be shipped. Upon further investigation, we also realized the customer had not received the replacement section for their 6.5 BH Noble Fir Tree. We 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

Initial Business Response /* (1000, 9, 2015/02/27) */
Hello,
We apologize for any frustration the customer has expressed with the warranty and donation process. On December 9th, 2014 the customer contacted us in regards to a shedding issue they were having with their tree. As the tree...

is covered under a foliage warranty we requested documentation of the stated issue, which the customer agreed to send in. On December 12th, 2014 we received the requested documentation from the customer and went through the warranty steps for a resolution. The result from our warranty team was a request to donate the existing tree and once we received a copy of the donation receipt we would replace the item for the customer. After further review of the customer's claim we have agreed to replace the tree without requiring the donation receipt to proceed.
As of right now the Classic White Christmas Tree is currently out of stock. The customer has the option of waiting until the tree becomes available again, or they may opt to select a different tree with a credit of $249.00 to use towards the new item. If the new item selected is higher in value then they would be responsible for any difference in pricing.
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (2000, 11, 2015/03/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has agreed to send me a new Classic White tree when they are in stock. They are no longer requiring that I donate a defective tree. Thank Revdex.com for your help concerning this matter.

[redacted] is still in warranty, will replacement in off season. Really. [redacted]. How can Revdex.com give them an A+?

Initial Business Response /* (1000, 5, 2014/12/23) */
Hello,
We are sorry for the frustration the customer has expressed with the warranty process. On December 5th, 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. When we attempted to reply to the customer we received an automated email response that they did not accept emails unless approved.

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 10th, 2014 and the customer received it on December 12th, 2014. We have not heard from the customer at this time and consider the matter to be resolved.
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2014/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is dishonest. I do not have any sort of filtering on my email. I work in IT and set up my email server myself. The week long response times from them is not a matter of technology getting in the way but of limited staffing-as illustrated by hundreds and hundreds of complaints on social media about the exact same thing.
I got their email and responded to it immediately. It took a week to get a response each time. I've responded to every email including the one where they said they would send a replacement (I responded within minutes). Not sure what they want me to do with the other wreath- there was no return mailer. If they don't want it back I can donate it to a local shelter or something but just need to know.
Final Business Response /* (4000, 9, 2015/01/19) */
Hello,
We are sorry for the frustration the customer has expressed with the warranty process. The customer emailed us on December 5th, 2014 regarding an issue with the battery pack on the wreath that they had ordered. A replacement wreath was ordered on December 9th, 2014 and shipped out the following day.
In the complaint the customer made mention that they were unsure of what to do with the original wreath that they had received since there was not a return label included with the replacement item. The customer is welcome to donate the wreath to a local shelter or dispose of the item as they see fit. At this point in time, since no further contact has been received from the customer and the wreath has been replaced, we feel this matter to be resolved.
Regards,
Balsam Hill Customer Service
Final Consumer Response /* (2000, 11, 2015/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/12/26) */
Hello,
We are sorry for the frustration the customer has expressed with their tree. 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 1st, 2013 regarding a lighting issue in one section of the tree. After completing troubleshooting, it was determined the customer needed a new section. We shipped the section to the customer on December 10th, 2013 and they received it on December 14th, 2013. In this complaint the customer stated they did not receive it until right before Christmas of 2013 so they stored it until this year. This information is inaccurate. The customer received it two weeks prior and could have removed it from the box to ensure everything was correct as we advise to remove from the box upon receipt to ensure everything is in working order.
The customer contacted us on December 1st, 2014 almost a year later regarding the lighting in their replacement section they received the prior December. The customer stated it was the incorrect hue of clear LED. At this time they stated another section was having a lighting issue. We requested the customer to send documentation of the two sections so we could determine a resolution. After reviewing the pictures we determined the two sections need replaced. On December 10th, 2014 we advised the customer we did not have stock for the needed sections and we offered to have the needed sections manufactured and they would receive them in summer of 2015, as stated in the warranty policy. Our policies, which are a part of our terms and conditions agreed to at the time of sale, outline this. The customer requested an email confirming the warranty resolution, which we provided on December 19th, 2014. The customer then contacted us on December 13th, 2014 requesting the whole tree be replaced instead. We advised the customer this was not an option as they purchased the tree in 2011 and the warranty resolution is to replace the sections. At this time we are having the sections manufactured for the customer.
We have taken note of this complaint and will have a supervisor contact the customer to discuss the matter and see if some kind of resolution can be reached.
Regards,
Balsam Hill Customer Service

Initial Business Response /* (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 ordered. The customer ordered their tree in December of 2014. We did not hear from the customer until...

November of 2015 when they contacted us to request return information as they wanted to return the tree from their order. We advised the customer they were outside of the 30 day return time frame, as stated in the return policy. 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 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 website. All of the pictures of our trees are authentic photos that have not been altered in any way. When a tree is new and out of the box, it does take time and effort to extend the branches and shape them. If you do not spend the time doing this, the tree will not look as full as it can be shaped to look. As 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 /* (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 specified. Despite 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 /* (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 Consumer Rebuttal /* (2000, 7, 2015/02/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your help. I still feel the company pulled a fast one, but I have a credit and will be satisfied with that.

Initial Business Response /* (1000, 6, 2015/12/22) */
Hello,
We are sorry for the frustration the customer has expressed with their order. As stated in the customer's complaint, they placed an order online on December 3rd, 2015 and contacted us via phone in an attempt to change the item...

that was originally ordered. By the time that our Customer Care team received the customer's request to change the order, the order had already been processed and could not be changed as it was outside of the thirty minute time frame that we have available to us before an order is processed by our warehouse. Our policies, which are a part of the terms and conditions accepted at the time of the sale, outline this information.
We offered to exchange the tree for a different one, which means placing a new order upfront for the new item, or advised the customer that if they did not want the item they would be subject to the standard return policy. We advised the customer not to refuse the package upon delivery as they would be charged a $75 refusal fee and told them that we would send them no charge return labels instead. The email with the return label was sent to the customer on December 3rd, 2015. In the email it does state that the label is free of charge.
On December 4th, 2015, the customer was notified via email that we had processed their order and had a corresponding tracking number. We advised the customer in the email that our shipping partner was having a difficult time processing all orders for immediate movement. We provided the information that the tracking number, which was uploaded to the customer's order on December 3rd, 2015, may not show any tracking progress for 24-48 hours. The customer responded to the email and requested that we cancel their order and issue a refund. We informed the customer again that we were unable to do so as the order had already been processed. On December 5th, 2015, the customer contacted us via phone and requested yet again that we cancel their order. We informed the customer that we would not be able to cancel the order for a refund and provided the information that return labels had already been sent to the customer for use once they receive the item.
On December 10th, 2015 the customer's order was delivered at the address listed on the order. The customer contacted us that day to say that they wanted to return the item. As of December 22nd, 2015, the return labels that were sent to the customer have not been used. We did have a supervisor follow up with the customer to see if they were still interested in returning the item for a full refund. The customer stated that they had decided to keep the tree and would not be returning the item for a refund. At this time, as the customer has decided to keep the item instead, we feel this matter to be resolved.
Regards,
Balsam Hill Customer Service
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 5, 2014/12/30) */
Hello,
We are sorry for the frustration the customer has expressed with their order. On November 27th, 2014 the customer placed an order online for a 10 Ft. Tree. On December 2nd, 2014 the customer contacted us in regards to the...

status of their order. We confirmed with the customer that the order was in the process of being shipped. Because the tree was over-sized, special shipping arrangements were made as the tree could not be shipped via FedEx. The order was shipped from our warehouse on December 2nd, 2014. We provided the customer the Estimated Delivery Date provided by the shipping company but, as it was an over-sized delivery, the customer was ultimately contacted to finalize delivery arrangements.
We have not heard back from the customer. In this complaint, the customer is asking for a 20% refund on the tree. The shipping company had the tree available to deliver on December 11th, 2014 and contacted the customer for arrangements. The customer did not return the call until December 17th, 2014. As the arrangements made with the customer and the shipping company ultimately fall on the customer to finalize delivery arrangements based on their availability, no credit is due. At this time we consider the matter resolved.
Regards,
Balsam Hill Customer Service

Initial Business Response /* (1000, 5, 2014/12/29) */
Hello,
We are sorry for the frustration the customer has expressed regarding the return and warranty policies. In this complaint the customer states the three orders placed have been damaged. This information is inaccurate. The...

customer contacted us on December 6th, 2014 regarding their initial order. They customer wanted to exchange one item on the order as they mistakenly ordered the 36"Norway Spruce Wreath and instead had meant to purchase the 26" Norway Spruce Wreath with LED Battery option. We processed the exchange as requested. On December 12th the customer contacted regarding the exchanged order and stated the battery pack on the wreath was not closing properly. When there is an issue, 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. The customer decided that they would rather return the merchandise instead. At this time we provided them the Return Merchandise Authorization (RMA) number and return instructions. The customer requested a label be sent at no charge for the return of three items and we honored the request. We are unsure as to why the customer is upset as we waived the return shipping and a refund has been issued to both orders on 12/29/14 for the returned items.
Regards,
Balsam Hill Customer Service

Initial Business Response /* (1000, 5, 2016/01/08) */
Hello,
We are sorry for the frustration the customer has expressed in regards to their orders. On November 14th, 2015 the customer placed an order online. The customer contacted our Customer Care center on November 18th, 2015 due to...

the fact that they had received two of everything they ordered and were charged twice. We confirmed that the customer had placed one order online for an artificial Christmas tree and a few décor items, followed by another order for the same items three minutes later. As both orders were for the same items and were only a few minutes apart, we agreed to honor the customer's request and provided them with no charge return labels to return the duplicate order. On December 8th, 2015 we issued a refund for the customer's duplicate order and mistakenly charged the customer a $10 exchange fee. As of December 26th, 2015, the customer has also been provided an additional refund of $10 back to their account for the exchange fee that was charged in error.
On November 20th, 2015, the customer contacted us to initiate an exchange for the tree that they had kept, stating that they were wanting a smaller tree. We had the customer place a third order upfront as per our exchange policy and advised them that there would be a $10 exchange fee. Our policies, which are a part of the terms and conditions accepted at the point of the sale, outline this information. On December 22nd, 2015 we confirmed that the original tree had been returned to us and a refund in the amount of $919.00 was issued back to the customer's account used for the purchase. At this time, as the customer has received a full refund for the duplicate order, and has received a refund for the tree that they exchanged, we feel this matter to be resolved.
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is not complete. As to the duplicate order, Balsam Hill recognized that its own website glitch caused the duplication, yet I had to incur the inconvenience of returning the duplicate order. Additionally, per Balsam Hill's website, "your order will be credited within 48 hours of being received back at our warehouse." My order was credited a full month after the items were received in BH's warehouse, in direct violation of BH's own policy. Finally, BH credited me $919. The tree cost $999. I used an $80 discount code on my order, and it appears that BH simply deducted that discount code from the part of my order that I exchanged (returned). A reputable company would not have done that. If Balsam Hill wishes to issue me an $80 credit - the full cost of the tree - I will accept it as a small courtesy for the inconvenience that BH caused me in having to carry a balance for its mistake and against its own credit policy, and for having to complain to the Revdex.com to get this matter resolved.
Final Business Response /* (4000, 9, 2016/01/25) */
Hello,
As stated in our previous response, we are sorry for the frustration the customer has expressed with their orders. In the customer's complaint they state that the refund is not accurate since the full coupon amount should not have been deducted from the amount of the refund. When the customer placed their original order, they applied a coupon code for $80 off of an order $999.00 or more. With the return of their tree, the amount on the order was reduced to $222.00 for the remaining items that the customer did not return. As the total of the order no longer met the requirements for the coupon value, the order was adjusted and the coupon was removed. At this time, the customer has received a refund in the amount of $919.00 for the cost of their returned tree, so we consider this matter to be resolved.

Regards,
Balsam Hill Customer Service
Final Consumer Response /* (2000, 11, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do not agree with Balsam Hill's position. It violated its own policy of accomplishing a refund within 48 hours of receiving the merchandise by not crediting my account for 30 days. Furthermore, its customer service representatives provided inconsistent and inaccurate information. Yet, Balsam Hill has made no effort to address the financial and time impositions that its poor business practices created for me. I am wholly dissatisfied with this company and its failure to adequately address my concerns, but at this time, I am unwilling to pursue this matter any further. I will not do business with this company again.

Initial Business Response /* (1000, 5, 2016/01/18) */
Hello,
We are sorry for the frustration the customer has expressed with their order. As stated in the customer's complaint, they placed an order online on December 3rd, 2015 for a Fraser Fir Meadow Teardrop with ground shipping. The...

customer contacted us on December 4th, 2015 to see if their order had shipped and requested tracking information. We advised the customer that the order had been filled, but we had not been provided with any tracking information yet. We advised the customer that once the order had shipped, they should receive an email confirming the shipment.
On December 8th, 2015, the customer contacted us again as they still had not received any tracking information. We confirmed again that their order had been filled, but advised the customer that we had been notified that our shipping partner was having issues with being able to process shipments for immediate movement. We apologized for the delay and provided the customer with the tracking information that we had. We advised them that they should see movement on it within the next few days.

On December 10th, 2015, the order was picked up from our warehouse and was delivered to the address provided to us by the customer on December 15th, 2015. We did not hear from the customer again until December 29th, 2015 when they contacted us and requested to return their order. We advised the customer that they were outside of the return period and were ineligible to return the item. Our policies, which are a part of the terms and conditions accepted at the point of the sale, outline this information. Due to the delay in the item being sent out to the customer we agreed to honor the customer's request and allowed them to return their order outside of the normal return time frame.

On December 31st, 2015, we issued a full refund in the amount of $89.00 back to the customer's credit card used for the purchase. As of January 15th, 2016, we have reached out to the customer to confirm that a full refund has been issued and to inform them that they would be receiving return labels to return their product within 48 hours. At this time, as the customer has received a full refund and will be returning their order, we feel this matter to be resolved.

Regards,

Balsam Hill Customer Service

Initial Business Response /* (1000, 5, 2015/12/28) */
Hello,
We are sorry for the frustration the customer has expressed with their order. The customer placed their order online on November 27th, 2015. On December 12th, 2015 the customer contacted us as they had not yet received their...

item. We advised the customer that we had received notification from our warehouses that the item was out of stock. We provided the customer with the options of either cancelling the order for a full refund or, they could select a different item instead. The 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 purchase. At 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 /* (1000, 5, 2016/01/04) */
Hello,
We are sorry for the frustration that the customer has expressed with their tree. As stated in the customer's complaint, they purchased an artificial Christmas tree online on November 30th, 2015. On December 5th, 2015, the...

customer contacted us in regards to a lighting issue within 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. After 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 section. We 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 section. We confirmed that we would notify them as soon as we had an update in regards to their claim. On December 16th, 2015, the customer contacted us again in regards to their warranty replacement. At 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 information. Again, 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 update. The 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 day. In the customer's complaint they state that we never followed up with them, however this information is inaccurate. We contacted the customer back on December 17th, 2015 and spoke with them about their warranty claim. We 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 warehouse. We 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 them. In 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 shipping. The customer accepted this option. We placed the new order on December 18th, 2015 with 2-Day shipping at no cost to the customer. The tree shipped out the next business day on December 21st, 2015 and was delivered to the shipping address provided to us by the customer on December 23rd, 2015. 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 /* (2000, 7, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive the new Christmas Tree on 12/23/2015. I will be donating the first tree sent to a non-profit organization as agreed in the next 5 business days and forwarding a copy of their receipt to Balsam Hill. Thus, at this time I feel the complaint has been resolved to my satisfaction and this matter is resolved.

Initial Business Response /* (1000, 5, 2014/12/18) */
Hello,
We are sorry for the frustration the customer has expressed with the return process. On October 28th, 2014 the customer contacted us wanting to return the order. We issued a Return Merchandise Authorization (RMA) number and...

return instructions. On November 14th, 2014 the customer contacted us to request the refund be issued to the order. We advised the customer it can take up to 30 days for the refund to be issued once the item is returned, as stated in the return policy. These 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, 2014. 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 stated. We 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

Initial Business Response /* (1000, 5, 2014/12/26) */
Hello,
We are sorry for the frustration the customer has expressed with their order. As stated in this complaint the customer is upset that we would respond to their email after speaking to them and ask them to attempt...

troubleshooting steps to determine the issues and find a solution. We regret the confusion caused when we responded to the email after having already talked to them on the phone. We apologize for the delayed response on the email, but we provided the requested troubleshooting in the email to fix the strand that was not lighting correctly. However as the customer had contacted us by phone on December 5th, 2014 we had completed troubleshooting and advised a replacement would be sent. When there is an issue, 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. Our policies, which are a part of our terms and conditions agreed to at the time of sale, outline this.
The customer then contacted us on December 10th, 2014 regarding the Rolling Multi-Purpose Greenery Bag which they felt was not as described on the site. As stated in this complaint the customer was upset that the site did not specify that the bag had a metal frame and could not be bendable and squishable to store where she needed. Our site does provide the customer the exact dimensions of the bag and states in the description:
Measures 60" long x 25" wide x 31" high for trees up to 12' in height and suitable for smaller trees, wreaths, garlands and other accessories. The inner compression system helps secure your foliage in place, while two sturdy wheels allow for easy transport in and around your home.
The compression System means that it is study and will not crush down to cause damage to the greenery stored in the bag. We have not had any complaints about the metal frame on this Storage bag.
We advised the customer they are responsible for the return shipping, as stated in the standard return policy, which they accepted at the time the order was placed online.
Ultimately the customer decided to return the storage bag utilizing our return label at a reduced charge of $25.00 instead of the standard $50.00 per label. We have received the Storage bag back and issued a partial refund for that item. On December 23rd, 2014 the replacement garland was shipped to the customer and received on December 24th, 2014. At this time the customer has received the refund for the storage bag and the replacement garland so we feel the matter to be resolved.
Regards,
Balsam Hill Customer Service

We purchased a 9ft "Baby Redwood Flip-tree" from Balsam Hill and loved it when we first purchased it. However, when we put it up the second year we noticed that it had a 10 degree slant and that the safety strap at the bottom of the tree wouldn't close. After working with customer service for almost 6 hours to find out what was wrong and get some resolution, they finally offered a warranty replacement of the tree, but not until next fall. (Seriously?!?!) They literally suggested that we use duct tape or velcro in the meantime to ensure the tree didn't collapse and fall on one of us or our children. I spent another two hours on the phone with one of their service managers for resolution, all to no effect. For a company offering premium products for premium prices, their approach to customer service is horrendous. DO NOT BUY.