Balsam Hill, LLC

Initial Business Response /* (1000, 8, 2014/08/15) */
Hi,
The tree the customer wanted was sold outLike many businesses, we do not do rain checks if an item is sold outThere is also nothing that requires us to tell customers that there is "limited supply" of a product, or it is
available "while supplies last" - those terms are marketing terms some companies use to try to get customers to purchase their products immediately, but is not something a company is required to do when their supply is running low
When this tree comes back in stock, it will be a newer model with updated, more expensive technology, and thus will not be available at the same priceWe elected not to put this tree on clearance because, as a matter of policy, our trees sold on clearance have a significantly shorter warrantyIn this instance, we wanted customers purchasing this tree to still receive a full warranty, which we feel is a service to our customers
We are sorry the customer was not able to purchase the tree he wanted before it sold outIf he wants to purchase the newer updated version of the tree when it is available, he is welcome to do so at the new priceWe are under no obligation, however, to make the new tree with updated technology available to customers at the old price
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (3000, 11, 2014/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While Balsam Hill may feel that they are not required to post a disclaimer of "limited supply" or "while supplies last", that policy certainly isn't in the best interest of the customer
I am very disturbed that Balsom Hill has no real customer service to assist with issues such as dealing with dissatisfied customersIt's sad that (for the first time in my life) I had to resort to contacting the Revdex.com to get even the minimum of response from Balsam Hill
It also doesn't make a customer feel that their business is appreciated in any wayCertainly, after recently checking the internet for past postings about Balsam Hill and finding many negative comments, I'm not surprised by the treatment that I received from Balsam Hill and greatly appreciate the intervention of the Revdex.com for getting me any response at all
I may add that as a customer who makes many purchases from the internet each year, I too realize that nothing requires me to purchase from Balsam Hill in the future

Initial Business Response /* (1000, 6, 2016/01/20) */
Hello,
We are sorry for the frustration the customer has expressed with their ordersThe customer originally placed an order online for an artificial white Christmas tree on November 13th, forOn November 24th, 2015, the customer
contacted us in regards to their white tree turning yellowAs the tree was covered by warranty, we determined that a replacement tree was needed and a request was submitted for a replacement
On November 30th, 2015, an order was placed for a replacement tree for the customer and was shipped out on December 1st, On December 2nd, the customer contacted us in regards to the replacement tree arrivingThe customer stated that they were unsure as to whether or not their warranty was going to be approved, so they had ordered the same tree on November 23rd, and had already received that oneThey stated that they did not need two trees and, under the direction of our shipping partner, had refused the second orderWe advised the customer that we typically charge a $refusal fee, but under the circumstances, agreed to waive the fee for the customerWe confirmed that once we received the refused tree back, we would issue a refund on the order that was placed on November 23rd,
On December 7th, 2015, the customer contacted us about the status of their refundWe confirmed that we had received the item back at our warehouse and were working on issuing the refundWe did advise the customer that due to the time of year, we were delayed on processing refunds, but assured them that we were working on itThe customer followed up with us again on December 26th, 2015, as they still had not received their refundWe apologized to the customer for the delay, and advised them that a partial refund in the amount of $had been issued back to the customer's account used for the purchaseAs the amount of the refund was incorrect, a case was submitted by an agent to have the remaining $refunded
As of January 19th, 2016, the remaining amount of $has been refunded to the customer's account used for the purchaseWe apologize for any inconvenience this may have caused and regret the time it has taken to resolve their issueAt this time, as the customer has been refunded in full for the replacement order that was placed on November 23rd, 2015, we feel this matter to be resolved
Regards,
Balsam Hill Customer Service

Initial Business Response /* (1000, 5, 2015/12/24) */
Hello,
We are sorry for the frustration the customer has expressed with their treeAs stated in the customer's complaint, they purchased a tree online on November 1st, and had the item shipped to Dubai through a third party
shipping partner
On November 15th, 2015, the customer contacted us by email requesting assistance with their tree as they had plugged it into an adapter and all of the lights on the tree had blown outWe responded the next day and advised the customer that the warranty had become void as they had taken the tree outside of the United States, Canada, or Puerto RicoOur policies, which are a part of the terms and conditions accepted at the point of the sale, outline this informationWe suggested that the customer purchase light strands locally to replace the current ones on their tree
The customer contacted us again on November 17th, to let us know that they were willing to purchase any replacement parts needed in order to correct the lighting issue that they were havingWe informed the customer that they could purchase replacement bulbs for their tree on our websiteOn November 24th, 2015, the customer placed an order online for what they thought were the correct replacement bulbs for their treeWe were notified by email on December 7th, that they were incorrectWe apologized for the mishap and offered to send out the correct bulbs at no cost with the understanding that we would not be able to cover the shipping to DubaiThe customer agreed to this and the same day a new order was placed for the correct replacement bulbsOn December 8th, we responded to the customer again to let them know that the replacement order had been placed and provided them with the information on how to have the package forwarded to them from the third party shipper
The customer followed up with us on December 18th, to let us know that they were disappointed that they had received small packages of replacement bulbs, instead of the larger packs that they had originally ordered and were expectingThe original bulbs that the customer had ordered were incandescent bulbs, as opposed to LED, and come in a pack of The correct LED bulbs that match the customer's tree are only available in packs of As of December 24th, 2015, we have placed an additional order for more packs of replacement LED bulbs and a confirmation email has been sent out to the customerWe have also reached out to the customer to let them know that more replacement bulbs have been ordered at no cost for the product and advised that we are still unable to cover the cost of shipping to DubaiAs we have placed an order for more of the correct replacement bulbs at no cost to the customer aside from shipping, we feel this matter to be resolved
Regards,
Balsam Hill Customer Service

Initial Business Response /* (1000, 9, 2014/12/31) */
Hello,
We are sorry for the frustration the customer has expressed with their wreathWhile 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
In this complaint the customer states they feel taken advantage of due to having DyslexiaWe are unsure how the customer feels this happened, but the order was placed online by them on November 14th, 2014, and the customer also mainly contacts us by chat and email to discuss their orderWe apologize for the frustration the customer feels as we strive to provide a high level of customer service
On November 18th, the customer contacted us via chat expressing dissatisfaction with the appearance of their wreath, claiming that wreath was not as pictured on our websiteAll of the pictures of our trees are authentic photos that have not been altered in any wayThe customer stated the wreath is smaller than the 18" ordered, as the wreath is covered by warranty, we requested documentation to verify the issueAfter reviewing the documentation received we verified the customer needed to shape and fluff the wreathWhen a wreath is new and out of the box, it does take time and effort to extend the branches and shape themIf you do not spend the time doing this, the wreath will not look as full as it can be shaped to lookBased on the information provided by the customer we were not able to verify an issue
The customer requested that we pick up the wreath at no chargeWe advised the customer they could return following the standard return policyOur policies, which are a part of our terms and conditions agreed to at the time of sale, outline thisAt this time, we feel the matter to be resolved
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (3000, 11, 2015/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called the company and was mislead by the associateI have photos of my wreath and tree and they don't come close to the photo on the websiteI specifically asked about this when I calledI also informed the Associate of my disability and asked her about different policies of the companyI was mislead on all areasIt is very discouraging that when you ask for help with a disability and the company takes advantage of youAnd not to mention the number of times I was hung up on by the companyThey don't call back
Final Business Response /* (4000, 20, 2015/05/06) */
Hello,
As stated in our previous responses, we are sorry for the frustration the customer has expressed with his orderIn our previous responses we have outlined our side of what happened with the customer, and we stand by those statements
After further discussions with the customer, we have returned to the customer the entire purchase price for the items with which he was unhappyGiven that the matter has been amicably resolved between us and the customer, we can only speculate as to the customer's motives regarding his continued complaint with the Revdex.comSince the customer's complaints regarding the products he purchased in have been resolved, we do not think that any further action concerning the customer's complaint with the Revdex.com is necessary or appropriate
Regards,
Balsam Hill Customer Service
Final Consumer Response /* (4200, 22, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The deal was not "amicably resolved"As I stated the agreement was doctored AFTER I signed itSo the terms were changed without my consent, and Therefore I DID NOT accept themI can provide the copies of the agreement that the CHANGED AFTER I signed itTHEY ALTERED A LEGAL DOCUMENT

The worst customer service I ever experiencedTress cam and the stand would not openCalled customer service and wait was minutes.....went to chat room and nobody answeredGave my cell number in case we got disconnected and they promised they would call right back...no callAnother minute waitSaid use WD and push harder....stand snappedCalled customer service and begged and pleaded to them to overnight another stand....that was on 12/2......it is 12/and I still do not have a standI was promised a call for the next morning regarding delivery...no callJust terrible customer service...awful

Initial Business Response /* (1000, 5, 2015/12/24) */
Hello,
We are sorry for the frustration the customer has expressed with their treeAs stated in the customer's complaint, they purchased a tree online on November 1st, and had the item shipped to Dubai through a third party shipping
partner
On November 15th, 2015, the customer contacted us by email requesting assistance with their tree as they had plugged it into an adapter and all of the lights on the tree had blown outWe responded the next day and advised the customer that the warranty had become void as they had taken the tree outside of the United States, Canada, or Puerto RicoOur policies, which are a part of the terms and conditions accepted at the point of the sale, outline this informationWe suggested that the customer purchase light strands locally to replace the current ones on their tree
The customer contacted us again on November 17th, to let us know that they were willing to purchase any replacement parts needed in order to correct the lighting issue that they were havingWe informed the customer that they could purchase replacement bulbs for their tree on our websiteOn November 24th, 2015, the customer placed an order online for what they thought were the correct replacement bulbs for their treeWe were notified by email on December 7th, that they were incorrectWe apologized for the mishap and offered to send out the correct bulbs at no cost with the understanding that we would not be able to cover the shipping to DubaiThe customer agreed to this and the same day a new order was placed for the correct replacement bulbsOn December 8th, we responded to the customer again to let them know that the replacement order had been placed and provided them with the information on how to have the package forwarded to them from the third party shipper
The customer followed up with us on December 18th, to let us know that they were disappointed that they had received small packages of replacement bulbs, instead of the larger packs that they had originally ordered and were expectingThe original bulbs that the customer had ordered were incandescent bulbs, as opposed to LED, and come in a pack of The correct LED bulbs that match the customer's tree are only available in packs of As of December 24th, 2015, we have placed an additional order for more packs of replacement LED bulbs and a confirmation email has been sent out to the customerWe have also reached out to the customer to let them know that more replacement bulbs have been ordered at no cost for the product and advised that we are still unable to cover the cost of shipping to DubaiAs we have placed an order for more of the correct replacement bulbs at no cost to the customer aside from shipping, we feel this matter to be resolved
Regards,
Balsam Hill Customer Service

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

Initial Business Response /* (1000, 5, 2015/01/22) */
Hello,
We were disappointed to hear the customer was not satisfied with their treeThe customer contacted us on January 6th, expressing dissatisfaction with the appearance of their tree, claiming the tree was not as pictured
on our website and to request return informationWe provided the customer with the Return Merchandise Authorization (RMA) number and advised the customer that he would be responsible for the cost of return shippingThe customer requested that we cover the cost of the return shippingOur return policy, which the customer agreed to at the time of purchase, states: If you are not completely satisfied with your purchase, you may return it within days of receipt or prior to December 25th (whichever comes first), for a credit, less any applicable shipping and handling chargesPlease note to be eligible for a credit, your returned goods must be in transit to our designated Balsam HillTM Return Center within days of you receiving your order
Please note that you are responsible for all return shipping chargesYou may choose to use our return shipping labels for a $fee per carton or your preferred shipping method at your expensePlease make sure to return your item to the correct return address to avoid any handling charges
As a courtesy, we did offer to meet the customer halfway on the cost of return shipping and offered $labels per boxThe customer chose to accept the offer of $labelsOn January 16th, a refund was issued in the amount of $to the customer's card used for the purchaseSince the item has been returned and a refund has been issued we feel 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.)
I should not have to pay a single penny for return of the xmas tree purchaseDue to advertising on your websiteI understand your return policy but in my case I was deceived and that alone justifies my reason for a free returnIf the tree I received met expectations and really looked like a real tree like you explain very much in detail on your website then I would accept your return policy
Let me give you an example - If I purchased a diamond online and they shipped me a plastic diamond and I had to return that plastic diamond because I was expecting it to be real and if they charged me $to return it -that would be wrong
I want my $back that I paid for returning my rubber tree that I thought would look realYou advertise that the tree looks real but in fact it does not - and that is deceptionI don't like being fooled and I don't like being taken advantage ofI will not give up at this pointI want a refund of $
Final Business Response /* (4000, 16, 2015/03/11) */
Hello,
As stated in our previous response, we were disappointed to hear that the customer was not satisfied with their treeWhen a customer is not satisfied with their product and requests to return the item, they are responsible for the cost of return shippingOur policies, which are a part of the terms and conditions that the customer agreed to at the time of purchase, outline this
In this complaint the customer states that they feel they should not have to pay for return shipping due to advertisement on our websiteThey use the example of being sent a plastic diamond when they ordered, and were expecting, a real diamondThis is an unreasonable comparisonOur trees are made of exactly what we state them to be made of, and as the same cannot be said for someone selling a real diamond and shipping a plastic diamond, the claim of fraud on this basis is absurdAll of the pictures of our products are authentic photos and have not been altered in any wayGiven the feedback we receive from our customers, we feel extremely comfortable that the overwhelming majority of our customers believe our trees to be lifelike and highly realistic, as described on our website
When the customer contacted us to do the return due to personal dissatisfaction with the appearance of the item we did make an exception to our policy and extended an offer of $per label, half of the cost, which the customer acceptedAt this time, as the customer agreed to the offer of $per label and the refund has been issued to the customer's account, no further exceptions to our policies will be made
Regards,
Balsam Hill Customer Service

Initial Business Response /* (1000, 5, 2015/12/22) */
Hello,
We are sorry for the frustration the customer has expressed with their treeAs stated in the customer's complaint, they placed an order for the item through QVCThe items that are offered on QVC's website are a specialized product
created for QVC and are not serviced by Balsam HillAs 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 months of purchasing the itemAside from making the tree for QVC, Balsam Hill does not service the product, the sale, or the warrantyAt this time, as the customer did not follow the terms of the sale, Balsam Hill is under no obligation to replace their item
Regards,
Balsam Hill Customer Service
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 5, 2015/12/22) */
Hello,
We are sorry for the frustration the customer has expressed with 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 happened
The customer made an error while placing the order online and everything that has ensued on this order is the direct outcome of this error made by the customer
On November 26th, 2015, the customer placed an order onlineAfter receiving the confirmation email, the customer responded to let us know that the shipping information and the billing information had been mixed upWhen an order is placed online, the billing and shipping information are not edited unless the customer contacts us and requests that it be changedThe only possible way for the shipping and billing information to be "flipped" is if the customer entered it that wayWe only have thirty minutes after an order is placed to make any changes before the order has been processed by our warehouseOur policies, which are a part of our terms and conditions agreed to at the time of sale, outline thisAs we were closed for Thanksgiving on November 26th, we did not receive the customer's request until the next business day
On November 27th, we responded to the customer's email and advised them that we were unable to make any changes as the order had already been processedAs we were unable to update the information in our systems we waited until we had tracking information and contacted our shipping partner to update the addressOn December 1st, we spoke with our shipping partner and confirmed that the item would be rerouted to the correct addressWe sent an email back to the customer informing them of this and included the case ID provided to us by our shipperWe asked that they confirm whether or not they had received the itemOn December 3rd, 2015, the customer responded via email to let us know that they still had yet to receive their item
We attempted to follow up with the customer by phone on December 7th, in order to see if they had received their item as the tracking information that we had been provided was showing the order had been deliveredUnfortunately we were unable to reach themAt this time, we still have yet to hear back from the customer in regards to whether or not they have received their order
Ultimately the customer has filed a chargeback with their financial institution and we are awaiting the outcome
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 the warranty processThe customer ordered their tree on October 27, In this complaint the customer states they requested to exchange the order within the
day time-frameThe customer emailed us on November 26th, regarding their tree lighting issue in a section of the tree and asked to possibly exchange for the same treeWe provided the customer the exchange policy which states:
If you are interested in exchanging your item for an alternate like item, you have days from the day you receive your original to start the exchange processYou would place the new order for the item you are interested in and let us know so that we may send you FedEx return labelsAs soon as we see that your original order is in transit back to us, we will refund the original order
We also advised the customer of troubleshooting steps to try to resolve the issue, as the tree is under warrantyIf the troubleshooting was not able to resolve the issue, we requested documentation from the customer to confirm the issue and determine a resolutionOur policies, which are a part of our terms and conditions agreed to at the time of sale, outline thisAfter reviewing the documentation provided by the customer, the resolution was for the customer to donate their tree and we could replace itAt this time we are waiting for the donation receipt and we will send a replacement tree once it is received
In this complaint the customer is asking for the return option and a full refundAs they are outside of the day return time-frame, as stated in the return policy, this is not an optionWe are happy to continue with the warranty resolution we have offered the customer
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2015/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After getting little help from Balsam's Customer Service, I notified them on 12/1/that I would like to return the tree under the warranty and get a full refund since the tree lights did not work when the tree was assembledA warranty claim was filed by their customer service on 12/2/This tree is supposed to have a year warranty on foliage and a three year warranty on the lightsI have had so much trouble with these people that I do not want another one of their trees
Final Business Response /* (4000, 9, 2015/01/20) */
Hello,
As stated in our prior response, we are sorry for the frustration the customer has expressed with the warranty processAt this point in time the customer has elected to follow the warranty process and donate the treeThe customer provided us with a copy of the donation receipt on January 12th,
On January 13th, we attempted to reach out to the customer to advise her that the original item she had ordered is out of stockThe customer has the option to use a credit in the amount of $towards the cost of a different tree, with 10% off of the cost of the new tree, or wait until the original tree becomes available for us to send a replacement treeOnce we have been notified as to what the customer would like to do, we will move forward with resolving this issue
Regards,
Balsam Hill Customer Service
Final Consumer Response /* (2000, 12, 2015/01/30) */
1-30-
From: *** *** (mailto:***@Revdex.comemail.org)
Sent: Friday, January 30, XXXX XX:XX PM
To: '***@imconinc.net'
Subject: Case #XXXXXXXX
Has your case been resolved with Balsam Hill?
Kind regards,
1-30-
Sent via email:
*** ***
yes
*** ***

foot tree ordered - my arthritic mother put it together, fluffed it When I visited for Thanksgiving, I added the batteries and turned them on Bottom half lit, and only HALF of the top lit Check wires, checked every bulb Called for return- had to pay for defective return Ordered second tree - plug in type - SAME problem, same part of treeCalled for return, minutes on hold, prepaid label to return this time So, for two weeks of dealing with two defective trees and customer service and out bucks - never again

I ordered a tree online and it was shipped and received within days, very quickly, I was impressed! I opened the box to a BEAUTIFUL looking tree and was so excited to put it up Upon starting the process, I noticed I was given two #pieces and no # I immediately called customers service After being disconnected the first time, I called back to speak to a VERY nice gentleman, however, his hands were tied by the company and could not help me After minutes on the phone and giving him information to put in for a "review process" I was told the new part would be shipped next week if approved I explained my son was in town from college for Thanksgiving and it has been out tradition to cut a tree down the day after Thanksgiving every year as a family and requested the part be shipped overnight as this was NOT our error, I was happy with the tree otherwise He spoke with a supervisor and was told NO I then said I would like to return the tree as I would be, again, cutting down a real tree to maintain our tradition and would NOT pay the $return fee After a LONG hold he was able to get this approved I would think it would be much easier (and cheaper) to simply send a new part Saturday Delivery and have a happy customer than to waive the $return fee WOW! I didn't want to return the tree....they lost a customer in me and I will make sure social media is aware of their TERRIBLE customer service! Again, the agent with whom I spoke was very kind and understanding but could not help as his hands were tied Very unfortunate for a potentially up and coming company!

Initial Business Response /* (1000, 5, 2015/02/02) */
Hello,
We are sorry for the frustration the customer has expressed with the warranty processOn January 14th, the customer contacted us with a lighting issue in a section of their treeThe tree is covered under warranty and
after troubleshooting, it was determined a replacement section was neededAs we did not have available stock of the needed section we had it manufactured and sent to the customer in our off seasonThe replacement section was sent to the customer on September 25th, and received on September 26th,
On December 2nd, the customer contacted us to let us know that we had sent them the incorrect sectionWe apologized for the mishap and advised that we would request the correct section for themIn this complaint the customer states that they should not have to wait for another section to be sent to themWhen we do not have the required part available to send we have to have the part manufacturedOur policies, which are a part of the terms and conditions agreed to at the point of sale, outline thisAs of January 15th, the customer has been notified that their replacement part will be manufactured and sent out to them during summer When they receive their section, we encourage them to check the section right away and notify us immediately if there are any problems so that we can be certain they have a fully functioning tree for the holiday season
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, 2015/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want some assurance that if the part they send is not compatable or functional that I will be furnished a full tree in working orderI do not wish to have another holiday season ruined by this processI paid for a fully functional tree and that is what I expect to have
Final Business Response /* (4000, 9, 2015/02/13) */
Hello,
As stated in our previous response, we are sorry for the frustrations the customer has expressed with their orderWe have attempted to follow up with the customer in regards to their concern, but were unable to reach themAt this time we have requested the correct section be manufactured and sent to the customer in summer While we can appreciate the customer's request for a full tree replacement if the new section arrives and does not work, we cannot make a guarantee that we will replace the tree in full but are committed to ensuring the customer will have a fully functioning tree for the holiday seasonAs recommended, we encourage the customer to check the section upon receipt, as while we are confident the section will resolve the problem, we would like to be notified immediately if this is not the case so that we are able to provide a timely resolution
Regards,
Balsam Hill Customer Service
Final Consumer Response /* (2000, 11, 2015/02/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I was so excited to purchase my first Balsam Hill tree, and while I was nervous about investing so much ($700) in a tree, I felt certain the product would be of excellent quality and backed by great support I purchased the tree, and based on the information on the website I expected it to arrive in approximately business days The tree took days to arrive and I received a shipment tracking email after it was delivered I unpacked the tree this morning and put it together I ordered the Silverado Slim with Candlelight LED lights The lights on the tree were different colors, bright white and yellow-white in alternating, clustered bands down the tree - it looked bad and not like a $product I chatted with service online for about minutes and then had to take pictures and call in After another minutes and being put on hold several times, I was given instructions on what to do with existing tree and told that another tree would be shipping in 48-hours after the next business day Given the recent experience, this could take another 7-business days to get a tree I requested that they expedite my order and a member of the leadership team was not able to accommodate She called me back 1/hours later and said a supervisor would not authorize it I told them they could just take the tree back and I would purchase a tree somewhere else They had no problem paying to ship the tree back to their warehouse, but not worried about getting one in good condition to me It is very disappointing that the company is not able to correct their mistake and take care of their customers Needless to say, I am disappointed and was wrong about this company

Initial Business Response /* (1000, 5, 2014/12/16) */
Hello,
We are sorry for the frustration the customer has expressed in regards to the policiesOn November 30th, the customer contacted us with a lighting issue, but could not determine which section the problem was occurring
When there is an issue with a tree, we go through a troubleshooting process to verify the stated issueThe reason we do this is because often times a stated issue is nothing more than a loose bulb or something else minor which is easily adjusted to resolve an issue, and is not an actual defectIn this instance, the customer did not allow us to complete troubleshooting and instead saying they wanted to return the treeThe customer was actually outside of the return timeframe, which is days or before December 24th (whichever comes first)If customer wants to return a tree without verifying an issue with the product, then they are subject to follow our standard return policyOur policies, which are a part of our terms and conditions agreed to at the time of sale, outline thisThe customer states in this complaint that the return policy is not visible on the mobile website in which they placed their order through on October 10th, Our terms and conditions are visible on the mobile site along with the option of accessing the full website to view all policiesFurthermore, once the customer places an item in the cart, it automatically changes them to the full website where they then accept the terms and conditions before completing the orderAt this time we are willing to continue to work with the customer through the warranty process to resolve the issue if the customer can provide the documentation needed
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2014/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The vendors response is 100% fabricatedWe identified the top two sections as having lighting issuesWe spent hours troubleshooting, replacing every single bulb in those sections, including master bulb and every fuse in the plugsHave them pull the recording of the callWe spoke to two female representative (different calls) working through the troubleshooting prior to asking for a supervisorThe policy is NOT visible via mobile siteShow me where the policy is? I have saved screen shots from the date of call so if it's been updated since they are admitting their deceptionThis is a deceptive company riding on a nice appearing website and celebrity endorsements to charge a massive price for the same poor quality you can get locally for 1/the priceThey're offering to send a 0.99cent string of lights and have me spend another 2-hours restringing their dead on arrival defective product?? I didn't pay $to be insulted with a cent replacement part I need to self install
Final Business Response /* (4000, 9, 2015/01/02) */
Hello,
As stated in our prior response, if the customer wants to return a tree without verifying an issue with the product, then they are subject to follow our standard return policyOur policies, which are a part of our terms and conditions agreed to at the time of sale, outline thisThe customer states in this complaint that the return policy is not visible on the mobile website in which they placed their order through on October 10th, Our terms and conditions are visible along with the option of accessing the full website to view all policies at the bottom of the mobile siteFurthermore, once the customer places an item in the cart, it automatically changes them to the full website where they then accept the terms and conditions before completing the orderWe requested documentation from the customer to assist in a resolutionNo documentation has been provided from the customer
Ultimately, the customer has filed a dispute with their financial institution and we are awaiting the determination
Regards,
Balsam Hill Customer Service
Final Consumer Response /* (4200, 11, 2015/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The vendor continues to lie about the phone interactionProduce the tape of my wife and myself talking to two female reps and a male supervisor, which ultimately ended with the supervisor hanging up on meThey have NEVER asked for any documentation, yet another lie! They could not troubleshoot the lights after hours of working through their troubleshooting proceduresMy $tree was dead on arrivalInstead of offering to replace the tree they offered to send me a $strand of lights and link to you tube video so I could restring the tree! Seriously? The mobile website has since been updated where at the very bottom links to the policies have now been addedTalk about shady! Not even a thank you for notifying them that their responsive website design dropped policy links in its mobile phone sized renditionThis is an inferior quality product at premium price so they can pay for their celebrity endorsements and ad campaign, with absolutely terrible customer serviceBEWARE OF BALSAM HILLMy experience is echo'd by numerous other complaints here

Initial Business Response /* (1000, 5, 2014/12/23) */
Hello,
We are sorry for the frustration the customer has expressed with the wreaths they purchased from our companyThe customer states in this complaint, they were not happy with the look of the wreaths and were missing two wreaths
out of the nine they orderedOn December 3rd, the customer emailed us in regards to return information, with no mention of the missing two wreaths until December 6th, in the customer's third email to usThe customer states we have not acknowledged the return request or responded with the information needed to complete the returnThis information is inaccurateOn December 3rd, we sent the customer an acknowledgment return email that we received their request and would be in contact with themWe apologize for the delay in notifying the customer with the information they requestedOn December 10th, we did respond to the email providing the customer with the Return Merchandise Authorization (RMA) number for the return of seven wreaths receivedThe customer is responsible for the return shipping to return the wreaths, as stated in the return policyThese policies are a part of our terms and conditions the customer agreed upon at the time of saleWe will not waive the cost of the return shipping, as the wreaths are not defective
We have issued a partial refund to the order for the two missing wreaths in the amount of $on December 23rd, We apologize in the delay for the refund on the two missing wreathsAt this time the customer has not returned the remaining seven wreaths and needs to ensure they are in transit back to us by December 24th, 2014, as stated in the return policy
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.)
Hello,
I returned the wreaths on 12/18/and the tracking # from UPS store shows delivered on 12/22/Hopefully I will receive the credit soon for the wreaths I receivedI appreciate the credit for the two wreaths that were not received, but charged forI did not realize that only were delivered with the first emailThey came individually and at separate times
Thank you,
*** ***
Final Business Response /* (4000, 9, 2015/01/19) */
Hello,
As stated in our previous response, we are sorry for the frustration the customer has expressed with the wreaths they purchased from our companyWe have confirmed that the wreaths were returned to our warehouseOn December 29th, the remaining $was refunded to the customer's account used for the purchaseSince the order has been refunded in full we feel this matter to be resolved at this time
Regards,
Balsam Hill Customer Service

My experience has been similar to other negative reviewsDefective tree, the middle section plugs had been cut off and laying in bottom of boxAfter christmas and after much hassle, I received a new middle sectionMy mistake, I didn't test out the new section until the following christmasIt was a foot and a half shorter than the original section and the light plugs wouldn't workI sent them required pictures, they couldn't read the yardstick markings and went so far to suggest that I send a pciture of someone standing next to tree along with copy of persons photo id giving heightIntrusive? Now they will send a replacement if I donate defective tree to charity and send receiptCharities I contacted didn't want the tree, saying if they accepted trees, they'd be the dumping ground for discarded artificial treesProblem is still not resolvedI have never been so frustratedThis is not a pleasant company to work withIf you purchase a tree from this company, cross your fingersIf it works, fineIf not, you've just wasted $500-(Sale price)

Initial Business Response /* (1000, 6, 2016/01/20) */
Hello,
We are sorry for the frustration the customer has expressed with the warranty processThe customer placed an order online for an artificial Christmas tree on November 21st, On December 20th, 2015, the customer contacted
us in regards to a lighting issue within a section of their treeWhen there is an issue with a tree, we go through a troubleshooting process to verify the stated issueOur policies, which are a part of the terms and conditions accepted at the point of the sale, outline this informationAfter completing the troubleshooting, it was determined that a replacement section was needed and a request was submitted for the partWe advised the customer that the part was in stock and once it was shipped, they would receive a confirmation email with the tracking information
The customer followed up with us on December 26th, as they had not received any tracking information and wanted to know the status of their replacement sectionWe confirmed that the request had been submitted for the needed part, but we still did not have any tracking informationWe advised the customer that we would send an email to our warehouse for an update and follow up with them as soon as we had a responseOn December 29th, 2015, the customer contacted us again in an attempt to get an update on their replacementWe apologized for the delay and advised them that we still did not have any updated information due to our warehouses being closed for the holidaysWe confirmed again that once we had been provided an update, we would follow up with them
On January 4th, 2016, the customer contacted us again and requested to speak with a supervisor in regards to the status of their replacementThe agent assisting the customer advised them that a supervisor would give them a call back that same day after doing some research on the customer's concernAs promised, a supervisor did reach out to the customer that dayWhen we contacted the customer back, we apologized again for how long it had taken to get a response in regards to the status of their replacementWe advised the customer that the replacement section that was needed was out of stock and would have to be manufactured in our off season, with the customer receiving the part in the fall of The customer declined the option of waiting for the replacement section and requested to return their treeWe advised the customer that they were ineligible for a return as they were outside of the day return periodAfter providing the customer with this information, they requested to speak with another supervisor as they were not satisfied with the option they had been givenWe confirmed the customer's contact information and advised them that another supervisor would be following up with them
On January 5th, 2016, a different supervisor reached out to the customerWe provided the customer with three different options in an attempt to replace their treeThe customer had the option of waiting for a replacement section and we would provide them with a 10% Customer Care Credit, donating their current tree for a full tree replacement with a 10% Customer Care Credit or, they could exchange their tree for a different oneThe customer stated that they needed to talk it over and would follow up with us with a decision
On January 7th, 2016, we followed up with the customer to see if they had a chance to decide on what they would like to do, but we were unable to reach the customerWe left a message for the customer requesting a call backThat same day, the customer contacted us back to let us know that they had accepted the option of donating their current tree in order to receive a full tree replacement and a 10% Customer Care CreditThe customer has been made aware that we do not have their tree in stock currently and that they will be receiving the replacement tree once it is available in the fall of On January 7th, 2016, a refund in the amount of $was issued to the customer's account used for the purchaseAt this time, as the customer has accepted the resolution of a full tree replacement with donation required and a 10% Customer Care Credit, we feel this matter to be resolved
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (2000, 8, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Regarding Balsam Tree's formal response, the initial complaint was made and recorded one day before the day return period, which is Balsam Tree's policyThe option to receive the replacement part was accepted under the understanding that the part was in stock and not subject to any delaysHad this stipulation been made from the beginning, it would have afforded me the opportunity to make a more informed decision and would have made the process smoother
In any case, regarding Balsam Tree's response on the events of January 7, I am in agreement with themIt has been explained to me that the replacement should arrive in the Summer and I have agreed accordingly

Initial Business Response /* (1000, 5, 2016/01/05) */
Hello,
We are sorry for the frustration the customer has expressed with the shipment of their orderThe customer placed an order online on December 3rd, with ground shippingOn December 9th, the customer contacted us to
verify whether or not their order had shipped and requested tracking informationWe advised the customer that the order had been shipped and provided them with the tracking information we had on fileWe informed the customer that the estimated delivery date was set for December 10th, On December 11th, the customer contacted us again to inquire about the delivery of their order as the tracking originally reflected the estimated date of December 10th, for delivery, but it had not arrived yetWe ensured the customer that their order had been shipped, apologized for the frustration, and submitted a request to our warehouse for a status update on their order
The customer contacted us again on December 12th, in regards to the shipment of their treeWe advised that we had been informed that our shipper was experiencing a delay with uploading items into their system and processing them for immediate movementWe confirmed again that we had submitted the request to our warehouse and as soon as we had more information in regards to their order, we would follow up
On December 20th, 2015, our warehouse notified us that the item was out of stock and had not shippedWe made a few attempts to reach the customer on December 21st, 2015, December 22nd, 2015, and December 23rd, 2015, but were unable to reach the customerAs stated in the customer's complaint, they did receive an email from us on December 21st, in regards to their tree being out of stock
We do apologize for any inconvenience this may have caused the customerAs of January 5th, 2015, we have issued a refund for the out of stock item back to the customer's card used for the purchaseUltimately, the customer has filed a chargeback with their financial institution and we are awaiting the outcome
Regards,
Balsam Hill Customer Service