Balsam Hill, LLC

Initial Business Response /* (1000, 5, 2016/01/26) */
Hello,
We are sorry for the frustrations that the customer has expressed with their orderAs stated in the customer's complaint, they placed an order online on November 29th, for an artificial Christmas treeOn December 9th, 2015,
the customer contacted us by email to notify us of an issue they were having with their foliageAs the customer's item does come with a foliage warranty, we instructed the customer to contact or Customer Care center so that we could further assist them
On December 10th, 2015, the customer contacted our Customer Care centerThe agent assisting the customer had the customer go through some minor troubleshooting steps to see if we could resolve the customer's concernWhen 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, the customer declined the option of having the tree replaced under warranty, and requested to return the item insteadAs the customer was still within the day return period, a request was submitted and no cost return labels were sent to the customer that day
The customer contacted us again on December 11th, to let us know that they were having difficulty fitting the tree back in the original packaging and wanted to know if they would be able to drop off the tree at our return center in SacramentoWe advised the customer that we were unable to provide them with an additional box to put their tree into and confirmed that we would look into whether or not the customer could drop off the item at our warehouse
On January 11th, 2016, the customer contacted us again as they had not received an answer as to whether or not they could drop their item off at our return centerWe apologized for not contacting the customer back and advised the customer that due to security restrictions, dropping their item off at the warehouse was not an optionAs the customer was now outside of the return period, we advised the customer that they would be ineligible to return their item, and offered to exchange their tree for a different one, or service the customer's concerns under warrantyThe customer declined both options and the call was disconnected
After further reviewing the customer's complaint, we have agreed to honor the customer's request to be able to return the product as the customer had initiated their return prior to the return period expiringOnce the item is received back at our warehouse, a full refund will be issued back to the customer's account used for the purchaseWe will have a supervisor reach out to the customer to provide them with this information
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Balsam Hill never responded to me in December about returning the tree to their Sacramento warehouse, and I was so rushed to pack for my trip to visit family for the holidaysI am quite willing and able to return the tree with its original packaging to Sacramento

Initial Business Response /* (1000, 5, 2016/01/26) */
Hello,
We are sorry for the frustrations that the customer has expressed with their orderAs stated in the customer's complaint, they placed an order online on November 29th, for an artificial Christmas treeOn December 9th,
2015, the customer contacted us by email to notify us of an issue they were having with their foliageAs the customer's item does come with a foliage warranty, we instructed the customer to contact or Customer Care center so that we could further assist them
On December 10th, 2015, the customer contacted our Customer Care centerThe agent assisting the customer had the customer go through some minor troubleshooting steps to see if we could resolve the customer's concernWhen 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, the customer declined the option of having the tree replaced under warranty, and requested to return the item insteadAs the customer was still within the day return period, a request was submitted and no cost return labels were sent to the customer that day
The customer contacted us again on December 11th, to let us know that they were having difficulty fitting the tree back in the original packaging and wanted to know if they would be able to drop off the tree at our return center in SacramentoWe advised the customer that we were unable to provide them with an additional box to put their tree into and confirmed that we would look into whether or not the customer could drop off the item at our warehouse
On January 11th, 2016, the customer contacted us again as they had not received an answer as to whether or not they could drop their item off at our return centerWe apologized for not contacting the customer back and advised the customer that due to security restrictions, dropping their item off at the warehouse was not an optionAs the customer was now outside of the return period, we advised the customer that they would be ineligible to return their item, and offered to exchange their tree for a different one, or service the customer's concerns under warrantyThe customer declined both options and the call was disconnected
After further reviewing the customer's complaint, we have agreed to honor the customer's request to be able to return the product as the customer had initiated their return prior to the return period expiringOnce the item is received back at our warehouse, a full refund will be issued back to the customer's account used for the purchaseWe will have a supervisor reach out to the customer to provide them with this information
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Balsam Hill never responded to me in December about returning the tree to their Sacramento warehouse, and I was so rushed to pack for my trip to visit family for the holidaysI am quite willing and able to return the tree with its original packaging to Sacramento

Initial Business Response /* (1000, 5, 2014/12/31) */
Hello,
First, we would like to apologize for the slow responseWe were not previously aware of this complaint and it was not our intention to ignore the customerWe have just now become aware of this complaint and as such are
responding
On December 4th, the customer contacted us by email stating the tree leaned at the base and has a lighting issueThe customer was asking to return and receive another treeWe advised the customer about the exchange programThe exchange option allows the customer to return the tree and exchange for a different tree and if the items are the same price or higher the $exchange fee would be waivedThe customer was also advised if they were not interested in the exchange option, then they could return the items under the standard return policyWe provided the customer the information needed to return the products
The customer responded that they wanted options on how to attempt to resolve the issueAs the tree is covered by warranty, we provided troubleshooting steps and we requested the customer to send documentation to help determine the issue and assist with a resolutionWe received the requested documentation from the customer and started the warranty process
We apologize for the frustration caused due to the miscommunicationThe warranty case was closed with the understanding they were doing the exchange program from the email we received from the customer on December 8th, stating all they wanted to do was the exchange program
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 Consumer Rebuttal /* (2000, 7, 2015/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A customer service rep called and we agreed to the following :
A free strand of lights would be sent and a video online is offered as well
Tips on how to correct the base of the tree
If the attempts to correct the problems are not successful my existing tree is to be donated to charity and another tree would be sent free of charge including shippingI am happy with this agreement and consider the case resolved

Hello,
We are sorry for the frustration the customer has expressed with their orderAs stated in the customer’s complaint, 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
The customer
first contacted us on January 9th, via Live Chat to state that they were experiencing lighting issues with one of the 5’ trees and one of the 10’ treesWe apologized that they were experiencing issues and asked if the customer would be able to troubleshoot the lights with usThe customer stated that they tried to troubleshoot the issue on their own and it was not resolvedWe advised the customer that we would have to troubleshoot the problem as our experts are usually able to assist customers in resolving any lighting issues that may occurThe customer requested to return the two trees to get two new onesThe customer stated that they would contact us by phone
The customer emailed us on January 10th, and stated that they isolated the issue to single strands of lights within the two treesThe customer expressed their dissatisfaction that they were outside of the warranty time frameAs 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
On January 10th, 2017, we emailed the customer back and apologized for the issuesWe informed the customer that we would like to assist with troubleshooting the lights and if the issue is not fixed, we requested photos of clearly depicting the issue so that we may review the problemThe customer responded the same day and expressed their dissatisfaction regarding the request to provide photos for reviewThe customer stated that they wanted to return the trees to receive replacementsWe replied to the customer and stated that a request could be submitted for warranty review but the process would need to be started over the phone or via Live ChatWe requested the photos again so that we may review the situation and research possibilities
On January 11th, 2017, the customer emailed and stated that they would send the photosWe thanked the customer for their time and patienceThe customer emailed us photos depicting the lighting issues on January 18th, We thanked the customer for the photos and advised the customer that although the items do not have a warranty, we could provide additional troubleshooting steps to help them through the lighting issues
The customer contacted us by phone on January 24th, and stated that they understood they did not have a warranty on the items but asked if we would still be able to replace the itemsWe apologized and advised the customer that we would be unable to offer replacements due to how old the order wasWe informed the customer that they may be able to find additional parts at a hardware store as we do not carry replacement parts for these trees either
The customer contacted us by phone on February 1st, to request replacements for the two itemsWe advised the customer that we would be unable to replace the items as they are not covered under warrantyWe informed the customer that they may contact the manufacturer directly to see if they had options available and we provided the manufacturer’s website addressSince the items do not have a warranty through Balsam Hill, the most we are able to do is assist the customer with troubleshooting and providing the manufacturer’s information for further assistanceAt 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

Initial Business Response /* (1000, 5, 2015/01/22) */
Hello,
We are sorry for the frustration the customer has expressed regarding the lighting in the treeThe customer contacted us on December 7th, regarding lighting not working in 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 a replacement section was needed and a warranty claim was filed for the customerThe warranty claim was approved for the customer even though they were outside of their light warranty when they initially contacted usThe customer purchased their tree on November 1st, and the item came with a year light warranty, which expired on November 1st, As we had already approved a replacement section for the customer we decided to honor that approval and still replace the section
The customer claims we have redesigned our trees because we have so many problems with themThat statement is absolutely falseWe are always looking to improve the technology on our trees, just as is any other company with any other productWe pride ourselves in manufacturing the best trees on the market, and as such, our trees will always evolve with the technology we use
On December 10th, a request was sent to our warehouses to see if we had the approved section available to send to the customer and if so to please ship the requested part to themOn December 22nd, the customer contacted us requesting a status update on their warranty claimWe informed them that the part was out of stock and would have to be made for them in our off season, which is stated in our warranty policiesSince the customer will be receiving the replacement section in Summer we believe this matter to be resolved at this time
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2015/01/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company told me they had the part in stock and would ship it immediatelyThen when I called back they told me they didn't have any parts due to product changesThis is also the first time I heard anything about not receiving my part till SummerThey change the wiring system to the tree, because of issues, was what I was toldAs to the warranty; the Nov date was when tree was shipped to me, but I didn't get it till mid December, so it was in warranty

Complaint: ***I am rejecting this response because:Sincerely,*** ***
sorry the computer decided to send before I finishedIn essence Balsam hills idea of a quality tree is to sell a tree for over $have it usable for one year and state it is not covered by a ten year lighting warrantyThe replacement string of lights I will gladly return if provided a return package, as they are less than worthless to meI have little to no faith that any resolve or replacement will be forthcoming from Balsam Hills

Initial Business Response /* (1000, 5, 2014/12/31) */
Hello,
We are sorry for the frustration the customer has expressed with their treeOn December 9th, the customer contacted us stating they just opened the tree they purchased in December of and a section of the tree was
missingWe apologized for the mishap and requested for the correct section to be shipped
As the customer states in this complaint they were frustrated with the process of receiving the missing sectionWe shipped the missing section on December 15th, and the customer received it on December 19th, 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 /* (2000, 7, 2015/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Balsam Hill has terrible return policy and zero customer serviceProduct arrives defectiveOver hours on the phone with personnel, hung up on meRefusal to exchange unless first charging credit card twiceAllegedly sends return labels via ONLY email...you have to print and glueThen email never arrivedYou are your own customer service...they provide noneThey can only recite policy which is not disclosed in truth at time of saleGo to Frontgate instead

Complaint: ***I am rejecting this response because: of all former complaints What else can be done at this point? I have contacted Good Housekeeping as well to inform them as to how their seal of approval is being represented If Balsam Hill advertises this seal, it seems to me that merchandise for purchase should last longer than faulty from initial use This is the worst customer service I have ever encountered It is clear the trees were not working properly and I have stated that we used them for less than the day warranty they are proclaiming This seems to be without question I cannot understand why Balsam Hill does not want to stand by the products they are merchandising Sincerely,*** ***

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 $
In hopes of addressing the customer’s concerns accurately, our Warranty Policy may be viewed online at ***In our Warranty Policy online, it states the following:
“Our goal is to service your product under warranty as soon as possible; however, our items are handmade and the time needed to repair or manufacture a replacement may vary during the yearIn most cases, if your product is no longer available for sale on our website or has been redesigned, the parts will have to be manufacturedIn the unlikely event we need to replace your entire product, it will be replaced with a product of your choice of equal or lesser value paidIn certain circumstances and at our sole discretion, we may ask you to donate the original product to a qualified 501(c)(3) charitable, educational, religious or scientific organization in lieu of shipping the item back to usIf we elect this option, a Customer Service agent will provide you with further details regarding this process.”
Due to system limitations, we are unable to charge a customer on a warranty replacement for the difference between the current monetary value of a customer’s order and a new orderAt this time, we have offered the customer the option of waiting for the same product they paid for or choosing an alternate replacement item that of equal or lesser value than what the customer originally paidWe remain willing to assist the customer following the standard Warranty Policy by replacing their productThe customer has decided that they would wait to make a decision until more items become availableAt this current time, we await the customer’s decision
Regards,
Balsam Hill Customer Service

Initial Business Response /* (1000, 5, 2015/01/28) */
Hello,
We are sorry for the frustrations the customer has expressed in regards to their orderWhile 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
The customer placed an order online on November 25th, The order shipped on November 26th, and was received on November 28th, On December 8th, the customer contacted us to express dissatisfaction with the appearance of their items and requested to return the items at no cost to themWe informed the customer that they would be responsible for the cost of return shippingOur policies, which are a part of our terms and conditions agreed to at the time of sale, outline thisDue to the situation, we did offer to meet the customer halfway on the cost of return labels and only charge them $per labelThe customer informed us that they would consider the offer and contact us back
We did not hear back from the customer until January 15th, 2015, when they contacted us requesting to return their items againWe advised the customer that they were outside of their return time frame and that would no longer be an optionAs a courtesy, we offered an exchange to the customer which was declinedOn January 16th, the customer contacted us back, requesting to return againWe provided the customer with the same information as before at which point the customer requested that we pull the call from the first agent they spoke with on January 15th, 2015, stating that the agent had authorized a return
After reviewing the phone call from the agent we determined that the customer was advised that they could do an exchange, but a return was never discussed as an optionWe contacted the customer back and provided them with the following two options: 1) They could do a return, but they would be responsible for the cost of return shipping and would be subject to a 20% out of return period fee, or 2) They could do an exchange, but they would be responsible for the cost of return shipping and a $exchange feeThe customer stated they would consider the options and contact us back with an answerOn January 20th, the customer followed up to say that they declined both options provided to themWe advised the customer that no other exceptions to our policies would be made and they had until January 21st, to let us know if they wanted to proceed with one of the two options provided to themAs we have not received any further contact from the customer and they are now outside of the extended return/exchange time frame that we offered, they are no longer eligible to return or exchange their items at this time
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 over the phone on November 3rd, for an artificial 18’ Rockefeller Pine Christmas tree
At this time, we have attempted to reach out to the customer to provide an appropriate resolution to the issue being experiencedWe are willing to offer the customer replacement parts to replace the damaged pieces to their Christmas treeOn May 4th, 2017, we emailed the customer to request that they contact us to provide further information regarding which pieces of the tree are damagedOn May 5th, 2017, a member of our leadership team contacted the customer by phone and we were informed that they would be reaching back out to us when they are availableAt this time, we are willing to work with the customer and are awaiting their response for further options to be provided
Regards,
Balsam Hill Customer Service

Initial Business Response /* (1000, 5, 2015/01/27) */
Hello,
We are sorry for the frustration the customer has expressed with their orderThe customer purchased the tree on November 17th, and on November 30th, the customer contacted us with a lighting issue in 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 defectAfter completing the troubleshooting it was determined that a replacement section was needed, which the customer accepted as resolution
On December 12th, the customer followed up with us requesting to return the tree as opposed to waiting for the replacement sectionAt this time we provided them the Return Merchandise Authorization (RMA) number and return instructions
We did not hear from the customer until January 13th, when they contacted us stating that they had never received the return labels and requested to return the tree againWe advised the customer that they were outside of the return timeframe, which is days from the date of purchase, and a return would no longer be an optionThe tree is covered under warranty, and we are having a replacement section manufactured for them so that the tree can be repaired under warrantySince the customer will be receiving a replacement section we feel this matter to be resolved at this time
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2015/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Paragraph two of their response is not trueI never received a Return Merchandse Authorization number with return instructionsBecause they could not replace the defective part, I was told by *** a customer service representative on December 12th that he would be waiving the shipping fee to return the tree and would be emailing me the RMA and return instructions, but I never received anythingI never received any further correspondence from Balsam HillIf as they say, all calls are recorded they will have record of this and they will have record of the RMA they supposedly sent meI asked for a refund because they could not send me a replacement part in time for ChristmasI was left a voice mail message a few days before Christmas from *** telling me I would have a replacement part "in time for next Christmas"This is unacceptableAll I want is to be able to return this defective tree and receive a full refundThis company is completely unethical and they should be held accountable for their inferior products and advertisingFor them to make this my fault is laughableI'm hoping by pursuing this with the Revdex.com, you will take down your A rating of themLook at all the complaints on the internet and you will see a clear pattern of their poor customer service and unethical business practices

Initial Business Response /* (1000, 8, 2015/04/02) */
Hello,
We are sorry for the frustration the customer has expressed with their orderAs stated in the customer's complaint, they placed an order online on January 4th, and attempted to cancel the order via emailBy the time
that our email team received the customer's request to cancel we had already exceeded the minute window available to cancel an orderWe responded to the customer's request and advised them that the order had already processed and could not be cancelled, as it was outside of our cancellation timeframe, which states the customer has thirty minutes from the time the order is placed to notify us by phone or live chat to cancel
The following day the customer contacted us by phone to see if the order could be cancelledWe informed the customer again that the order had already been processed and we would be unable to cancel the orderWe offered to exchange the tree for a different one, or advised the customer that if they did not want the item they would be subject to the standard return policyThe customer advised us that they would be refusing the shipment upon receipt as they did not want to do an exchange and did not feel as if they should have to pay for return shippingWe made the customer aware at that time that they if chose to refuse the shipment they would be responsible for a $refusal fee per boxOur policies, which are a part of the terms and conditions accepted at the time of the sale, outline this informationThe customer informed us that they would still be refusing the shipment and they would take up the charge for the refusal fee with their financial institution
On January 6th, FedEx attempted to deliver the package to the customer, but the customer refused the packageOn January 29th, we received notification from our warehouse that the item had been returned to them and a refund was issued, less the refusal fee of $As stated by the customer, they did attempt to dispute the charge for the refusal fee through their financial institution, but the dispute was resolved in our favorAt this time, as the customer was made aware of the refusal fee prior to FedEx attempting to deliver the package and a refund has been issued minus the cost for the refusal, we consider this matter to be resolved
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (3000, 10, 2015/04/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here's where they are lyingI sent the email within minutes of placing the orderThey might not have checked their email within their window, but that's not my faultI tried to call before I sent the email, but it was a Sunday, and they were closedTheir reply back to me was after the minutes, I believe it was around minutesTherefore, this matter is in no way resolved to me
Final Business Response /* (4000, 12, 2015/04/16) */
Hello,
As stated in our previous response, we are sorry for the frustration the customer has expressed with their orderOur policies state that the customer has to contact us by phone or live chat to cancel an orderWe do not list email as option for cancelling as there can sometimes be a delay when working on customers' requests and we only have a thirty minute window before an order moves out of processing and is no longer able to be cancelledAt the time the customer attempted to contact our Customer Care center our offices were closed, however live chat was still an option
The customer was made aware multiple times via email and verbally that if they refused the package they would incur a $refusal fee prior to actually refusing the shipmentWe feel that the chargeback the customer filed with their financial institution that was resolved in our favor indicates that we acted in good faith and followed our policies that the customer agreed to at the time of purchaseAt this time, as the customer was made aware of the refusal fee no further refund is due
Regards,
Balsam Hill Customer Care

Initial Business Response /* (1000, 9, 2014/11/20) */
Hello,
We are sorry for the frustration the customer has expressed in regards to placing their order onlineAs stated in the complaint, the customer placed the order online and then attempted to cancel the order within an hour and a
half after orderingThe customer emailed us on November 1st, to request to cancel the orderWe responded on November 2nd, during business hours to advise the customer that the order could no longer be canceled as it was processed and pending shipmentWhen the customer originally contacted us it was outside of the cancellation time-frame as stated in the cancellation policy, which the customer accepted when they placed the order in the terms and conditionsThe customer was aware of the cancellation policy as stated in this complaint as she was on the cancellation link on our website and could not cancel her orderThe policy states you have minutes from the time you place the order to contact our customer service department or live chat agentOur site also states the business hours are Monday - Friday 8:am to 11:pm Eastern time (5:am to 8:pm Pacific time) and Saturday from 10:am to 6:pm Eastern time (7:am to 3:pm Pacific time) under the contact us linkThe following day November 2nd, 2014, the customer chose to drive to our warehouse with our showroom inside listed on our website, to see if they could cancel the order with one of the employees thereAs the warehouse/showroom does not handle the placing or cancellation of orders placed online, the customer was advised to contact the Customer Service Department, as it states in the policies online
In this complaint the customer states she was advised to fill out the cancellation request online at the warehouse/showroom and it would be cancelled once receivedAs we do not have an online cancellation form, we are unsure of what the customer is referring tooThe only correspondence we received from the customer is emails to request to cancel the order, outside of the time-frame allowedWe advised the customer the order was processed and pending shipment and offered the exchange option along with the return policy to the customerThe customer was advised that if they wanted to return the items they would need to contact us for the Return Merchandise Authorization number and we also advised the customer on November 2nd, not to refuse the delivery of the items or there is a refusal fee of $per boxThe order shipped on November 3rd, and was delivered to the customer on November 4th, The customer refused the packages on November 5th, and they were returned to the warehouse they were originally shipped fromSince the customer did not follow the return policy and refused the merchandise, a partial refund has been issued to the customerHowever, we only charged the customer a flat fee of $for refusing the two packages instead of $150.00, as stated in the policies they accepted when they placed the order onlineAs the customer has received a partial refund on the order, we feel this matter to be resolved
Regards,
Balsam Hill Customer Service

Initial Business Response /* (1000, 5, 2014/12/18) */
Hello,
We are sorry for the frustration the customer has expressed in regards to placing their order onlineAs stated in the complaint, the customer placed the order online and then attempted to cancel the orderThe customer
emailed us on November 30th, to request to cancel the orderWe responded to that email on December 2nd, to advise the customer that the order could no longer be canceled as it was already shippedWhen the customer originally contacted us it was through this email, but our cancellation policy states you have minutes from the time you place the order to contact our customer service department by phone or live agent chatOur site also states the business hours are Monday - Friday 8am to 11pm Eastern time (5am to 8pm Pacific time) and Saturday and Sunday from 10am to 6pm Eastern time (7am to 3pm Pacific time) under the Contact Us linkIn this complaint the customer states she attempted to contact our customer service by phone and chat and was not able to reach us, but our phone and chat were available so we don't understand how we couldn't be reachedThe only correspondence we received from the customer that day was the email to request to cancel the orderThe customer did contact us by phone the next day, on December 1st, to cancel and we advised the customer the order was already processed, and we provided the customer with details on how to exchange or return the product once receivedThe customer has the merchandise, and if they contact us within the return time-frame allowed we can provide them the Return Merchandise Authorization (RMA), and they are responsible for the return shipping
Regards,
Balsam Hill Customer Service

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

Hello,
We apologize for the issues the customer has experiencedAs stated in the customer’s complaint and our initial response, 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 unavailableWe apologize for the inconvenience this has causedWe are working to service the customer’s product under the warranty policy agreementAs 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
Regards,
Balsam Hill Customer Service

This company has the worst Customer Service I placed an order for a tree, that per the tracking number, went missing I tried to get this issue resolved multiple times by way of phone calls, email and online chat All have very long wait times with no resolution The company doesn't follow through with delivery of product, resolution contact as promised or any sort of professionalism I am surprised they are still in business and allowed to continue to take advantage of the consumerI would never recommend this business to anyone

I placed my first order with Balsam Hill on 11/18/The representative on the phone was extremely unprofessional, speaking to other representatives during our phone call about water that they were drinking and telling another representative that he/she was doing "fine"Clearly she was not paying attention to my order process or to meThis lack of attention on her part caused her to not only misspell my first name, after I spelled it for her, but also fail to ask me for my email address and therefore sent my order information, which includes the last four numbers of my credit card, address and phone number to another one of their clientsThe representative actually told me that she sent a perfect stranger my personal information, including part of my credit card informationThis is a financial security compromise that I am taking very seriouslyI am wondering if this other customer can access my private information through Balsam Hill, as they have all of the information needed to pretend to be meThis is the first time I order this company and I am very dissatisfiedI am considering calling my credit card company and having them cancel my card for fear that one of their customers can now gain access to it after what your representative didI cancelled my orderI have since contacted Balsam Hill both via email and phoneThey say that they are very sorry and they will make sure it doesn't happen to anyone else agin, but what about me? I guess this security breach means nothing to themTheir customer service supervisor (***) even wanted to charge me $for the return shipping label! Unacceptable! It is only $but I was going to be penalized for an incompetent representative that Balsam Hill hired and failed to train properlyAfter I asked to speak to ***'s supervisor *** came back on the phone and told me that he wouldn't charge me the $This is a horrible company, that clearly does not respect customers privacyBe careful with giving them your credit card informationIt is not safe with Balsam Hills