Balsam Hill, LLC

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

Complaint: [redacted]I am rejecting this response because:
This is still not resolved and open. I did speak with someone at length about the issue and they think they can work something out but unfortunately, she is moving to another department. She is passing my case to someone else and noting my account. They are telling me I can pick out another tree. However, they have a limited inventory right now so I don't have that much to choose from and since it is late spring they don't have the pricing set yet for the coming season. They told me to wait for the Christmas in July sale and that is what I am going. I believe they are offering to give me a credit of $419.00 towards another tree which is okay. The only thing I am not happy with is, they will not let me pay more towards another tree and that is very perplexing. I cannot guarantee I am going to find a tree in that price range and I don't want a "cheap" tree. Why should I have to stay below this amount? I never heard of a company who will not take more money from a customer. I may be interested in paying at least a hundred dollars more towards another tree. I also told them I no longer want a prelit tree. I believe that their lights are inferior and will not take a chance anymore. So, therefore this case really has not been settled.
 
Sincerely,[redacted]

Hello,
 
We are sorry for the frustration that the customer has expressed with their order. As stated in the customer’s complaint, they placed an order with Balsam Hill on November 26th 2017 for an artificial BH Fraser Fir Tree with clear lighting.
 
The customer...

had originally placed an alternate order for a Fraser Fir without lights on November 18th 2017. The customer had contacted us on November 26th to let us know they did not like the lack of lighting, so they wished to return that tree and purchase another Fraser Fir with lights. We generated an easy return label using tracking number [redacted] and sent this to the customers email for ease of use. The customer shipped the tree back on December 6th 2017 and it arrived at our warehouse on December 12th 2017. A full refund for the order was issued for this order in the amount of $299.00.
 
The customer contacted us on December 24th inquiring about the second refund for the Fraser Fir with Clear lighting that they had returned. We let the customer know we had no record of the customer requesting a return label and no return shipping information for this order in our system. At this point we requested return tracking information as the customer would have had to return it with their own return shipping label. In this situation it is the customer’s responsibility to record the return tracking number and provide it to us so we have documentation of the return. Without the customer providing us with this tracking number it is impossible for us to verify a return that did not use our return labels. The customer provided us with the tracking number [redacted] from the easy return label we had sent them to return the previous order for a Fraser Fir without lighting. We explained that this tracking number had been used to return the previous order for a full refund. The customer stated that they had used this label to return both items. We let the customer know this was impossible as FedEx requires a separate tracking number for each package before they will ship it; therefore it was impossible for it to be returned to us using the same tracking number. The customer requested to be transferred to one of our supervisors. Our supervisor re explained that we would need the return tracking number they used to return the product so we could refund them. The customer let us know that they were going to attempt to locate this tracking number before disconnecting this call.
 
The customer reached out to us via our chat support on January 16th 2018. At this time they inquired about the status of their refund again. We told them at this time we would need the return tracking number for the returned product to validate the return as we had no documentation to verify the item had been returned.
 
On January 16th 2018 the customer contacted us via phone support to inquire about her refund; they let us know that they did not have additional tracking information. However they insisted they had sent this additional tree back to us using the same tracking number [redacted]. In an effort to best assist the customer we reached out to FedEx to check on the return shipment to ensure the customer had not returned the item using the same tracking information. At this time FedEx looked into the return shipment and verified that it had only been one tree returned. They had no information on another package being returned to us from this customer. We relayed this information to the customer once again and let them know we would need the return tracking number they used to return the product as we had no documentation and FedEx verified that it was not multiple items using the same tracking number.
 
The customer reached out to us again on February 5th 2018 to ask about the status of the refund. We let the customer know once again that we would need the tracking number they used to return the second order before we could issue a refund.
 
On February 13th 2018 the customer reached out to us again to let us know they were still expecting a refund.  We let the customer know that we would need the tracking number for the second order returned to us as we had already verified the tracking number [redacted] had only been used on the original order. The customer insisted they had returned it, however now they let us know that FedEx told them that it had been returned to us and signed for but FedEx would not provide the customer with the return tracking number. At this time we let the customer know we would check with FedEx once again to see if they had any additional information so we could verify the return.
 
We contacted FedEx on February 13th 2018 to inquire about an additional product being returned to us from this customer. We spoke with FedEx leadership at this time to ensure the quality of the information we were being provided was there. FedEx looked for any pickups from the customer to us in their system. They found the one order that had been returned and refunded previously; they verified that the customer had not returned any additional merchandise to us.
 
On February 13th 2018 we reached out to the customer to relay the information FedEx had provided us with. The customer did not answer at this time so we left the necessary information via email and requested a call back at the customer’s earliest convenience.
 
The customer contacted us on February 20th 2018 in response to the voicemail we had left for them. We explained that we had verified that nothing else had been returned with FedEx leadership. We also explained that they would need to provide us with an additional tracking number for the returned product if they still wanted to be refunded. The customer let us know they understood what we were saying, but also stated they would never order from us again.
 
The customer reached out to us again on February 28th 2018 to inquire about the status of their refund. We let them know at this time without an additional tracking number we would be unable to refund them as we had no way to verify a return took place.
 
As the customer has no accurate return tracking information to provide us with to verify an additional return took place we are unable to issue a refund as we cannot validate the return. We have assisted the customer to the best of our ability by contacting FedEx on their behalf multiple times. FedEx verified that the customer had not made any additional returns during each conversation. At this time we feel the customer is attempting to get a refund for an item that has not been returned to us. We have received no accurate tracking information from the customer, so we feel the issue to be resolved.
 
Regards,
 
Balsam Hill Customer Service

Hello,
As stated in our previous responses, the customer is set to receive a replacement section in the fall of 2017 and has received a replacement strand of lights as a temporary resolution. Our 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 manufactured. As 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 manufactured. We apologize that the resolution is not satisfactory to the customer and apologize for the issues experienced. We are working to service the customer’s product under the Warranty Policy agreement that they agreed to at the time of purchase. As we are fulfilling our warranty on the customer’s merchandise, we feel the matter to be resolved.
Please see our Warranty Policy by following the link below for further clarification:
[redacted]
Regards,
Balsam Hill Customer Service

Complaint: [redacted]I am rejecting this response because: At no time was I EVER offered an option of a replacement tree or a refund. The last notice I received from the company stated that they weer escalating my issue to upper management. I have been awaiting ANY response from their "upper" management. I am assuming they were closed for the holiday season.Sincerely,[redacted]

Complaint: [redacted]I am rejecting the response because my client had no other choice but to purchase a new Christmas tree.  Had Balsam Hill accommodated my client when the issue was first raised on November 14, 2016, this may have solved the problem.  Unfortunately, they did not offer any accommodation at all.Sincerely,[redacted]

Complaint: [redacted]
In response to the business reply to my complaint, I would like to state that at no time was I offered a replacement tree prior to Christmas 2017. I had no contact with the company after December 18th. The only reason this issue is occurring after the holiday season is the companys lack of response (on February 13,2018) to complaints and work order requests for a broken part.There should be NO discussion of a restocking fee. At this time to avoid further aggravation, I would be willing to accept the requested replacement part. I would like to know what kind of warranty would attached to cover a replacement part received a year after the receipt of a defective product, also is there a restocking fee for this also?Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/29) */
Hello,
We are sorry for the frustration the customer has expressed with their order. On December 1st, 2015, the customer contacted us and stated that they were having issues using a coupon code that they had been sent for $40 off of their...

purchase. Since the customer had been trying to use the coupon code online we offered to take customer's order over the phone and apply the code on our end. The customer accepted the offer and the order was placed over the phone by a representative. That same day the customer contacted us back to let us know that they had been charged the full amount of $59 for their wreath instead of the $19 that they had been advised it would be after the coupon code. We apologized to the customer and informed them that the coupon code had not been applied to the order. We verified that the code the customer was trying to use was valid and advised the customer that we would submit a request to have the $40 refunded to the card used for the purchase.
On December 15th, 2015, a refund was issued in the amount of $40 back to the customer's card used for the purchase. At this time, as the customer has been refunded the amount of the coupon, we feel this matter to be resolved.
Regards,
Balsam Hill Customer Service

Complaint: [redacted]I am rejecting this response because:
 
I have provided proof of return via Fedex tracking number and showing date of receipt and name of receiver. What more do you need?  Its not true that they said it is too late to cancel. They accepted the cancellation on the phobmne because the charge was unauthorized but they shipped anyway. Now they are just lying and harassing me.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/05) */
Hello,
We are sorry for the frustration the customer has expressed with the shipment of their order. The customer placed an order online on December 3rd, 2015 with ground shipping. On December 9th, 2015 the customer contacted us to verify...

whether or not their order had shipped and requested tracking information. We advised the customer that the order had been shipped and provided them with the tracking information we had on file. We informed the customer that the estimated delivery date was set for December 10th, 2015. On December 11th, 2015 the customer contacted us again to inquire about the delivery of their order as the tracking originally reflected the estimated date of December 10th, 2015 for delivery, but it had not arrived yet. We 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, 2015 in regards to the shipment of their tree. We advised that we had been informed that our shipper was experiencing a delay with uploading items into their system and processing them for immediate movement. We 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 shipped. We 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 customer. As stated in the customer's complaint, they did receive an email from us on December 21st, 2015 in regards to their tree being out of stock.
We do apologize for any inconvenience this may have caused the customer. As of January 5th, 2015, we have issued a refund for the out of stock item back to the customer's card used for the purchase. Ultimately, the customer has filed a chargeback with their financial institution and we are awaiting the outcome.
Regards,
Balsam Hill Customer Service

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

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

Hello,
We are sorry for the frustration that the customer has expressed with their order. As stated in the customer’s complaint, they placed an order with Balsam Hill on October 13th 2017 for an artificial Colorado Mountain Spruce Tree.
The customer initially contacted Balsam Hill customer service via phone support on December 15th 2017 informing us that their receiver for their Colorado Mountain Spruce Tree was malfunctioning. As the customer’s Colorado Mountain Spruce Tree is covered under warranty, we advised the customer that we would send out a replacement receiver.
On December 18th 2017 the customer contacted us to express their frustration regarding their warranty receiver ultimately being out of stock for the season. As the receiver was out of stock for the season, a member of our leadership team offered the customer an alternative tree of the same value, or the customer could proceed with a refund. The customer declined both options and advised us that they would channel the issue to the appropriate agency.
We reached out to the customer on February 13th 2017 as a means to resolve their ongoing dispute. Despite the customer declining a return prior to Christmas, we contacted the customer to offer them a return minus a 20% restocking fee. As per our return policy “If you are not completely satisfied with your Balsam Hill purchase, you can return or exchange the product within 30 days of receipt or prior to December 25 (whichever comes first). Please note that we reserve the right to reject items that are ineligible for return, and/or to assess an additional return fee. Products ineligible for return include personalized items, items that are damaged due to improper care or use, and items for which a return has not been authorized. Additionally, all delivery refusals will be charged a $75 per box service fee.”
As per the customers response we have proceeded with the warranty claim. The necessary warranty replacement receivers are now back in stock and are being sent out as a no charge warranty replacement to the customer. This warranty order was shipped out on March 8th 2018 and will arrive within 4 to 7 business days. At this time we have sent out the necessary warranty replacement part needed to remedy the customer’s product issue; we feel this issue to be resolved.
 
 
 
Regards,
 
Balsam Hill Customer Service

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

Hello,
 
We apologize for frustrations the customer has experienced with their order. The customer placed their original order November 21st, 2017 for a BH Blue Spruce Tree.
 
On November 29th 2017 the customer contacted us to let us know the top section of their tree had some of...

the light strands out. The customer completed various troubleshooting steps with our agent in an attempt to fix the issue with the lighting. After this was not successful we set up a case to have our back office refund the customer’s 2-Day Shipping as the item did not arrive working in the designated time frame. We also set up a full tree warranty replacement to send the customer a brand new working tree.
                       
The customer reached out to us again on November 30th 2017 to see what was going on with the warranty claim they had previously filed. At this time we advised the customer that the full tree replacement was out of stock, but it would be sent out to them as soon as we had it back in our inventory.
 
On November 30th 2017 the customer reached out to us again. The customer inquired about the warranty claim they had previously filed with us. At this time we let the customer know that it would be sent out to them as soon as we had it back in our inventory. On November 30th we issued the refund for the 2-Day Air in the amount of $34.97. At this point we sent the customer no cost return shipping labels to return the damaged tree to us as well.
 
The full tree replacement came back into stock, so we shipped it to the customer on December 1st 2017 and it arrived on December 05, 2017 using tracking number [redacted]. We did not hear back about any issues from the customer until December 31st 2017. At this point the customer attempted to return the full warranty product for a refund. We let the customer know that it was outside of the return time frame established by our return policy. As per our return policy “If you are not completely satisfied with your Balsam Hill™ purchase, you can return or exchange the product within 30 days of receipt or prior to December 25 (whichever comes first).” The customer received the product on December 5th 2017; this gave the customer 20 days to return this product within the return policy. Instead the customer did not contact us for a return until after Christmas which is against our policy, therefore no return for a refund can be accepted.
 
 
As the customer can not return the merchandise in question for a refund, we feel the matter has been resolved. 
 
Regards,
 
Balsam Hill Customer Service

Hello,
 
We apologize for frustrations the customer has experienced with their order. The customer placed their original order November 21st, 2017 for a BH Blue Spruce Tree.
 
On November 29th 2017 the customer contacted us to let us know the top section of their tree had some of the light strands out. The customer completed various troubleshooting steps with our agent in an attempt to fix the issue with the lighting. After this was not successful we set up a case to have our back office refund the customer’s 2-Day Shipping as the item did not arrive working in the designated time frame. We also set up a full tree warranty replacement to send the customer a brand new working tree.
                       
The customer reached out to us again on November 30th 2017 to see what was going on with the warranty claim they had previously filed. At this time we advised the customer that the full tree replacement was out of stock, but it would be sent out to them as soon as we had it back in our inventory.
 
On November 30th 2017 the customer reached out to us again. The customer inquired about the warranty claim they had previously filed with us. At this time we let the customer know that it would be sent out to them as soon as we had it back in our inventory. On November 30th we issued the refund for the 2-Day Air in the amount of $34.97. At this point we sent the customer no cost return shipping labels to return the damaged tree to us as well.
 
The full tree replacement came back into stock, so we shipped it to the customer on December 1st 2017 and it arrived on December 05, 2017 using tracking number [redacted]. We did not hear back about any issues from the customer until December 31st 2017. At this point the customer attempted to return the full warranty product for a refund. We let the customer know that it was outside of the return time frame established by our return policy. As per our return policy “If you are not completely satisfied with your Balsam Hill™ purchase, you can return or exchange the product within 30 days of receipt or prior to December 25 (whichever comes first).” The customer received the product on December 5th 2017; this gave the customer 20 days to return this product within the return policy. Instead the customer did not contact us for a return until after Christmas which is against our policy, therefore no return for a refund can be accepted.
 
 
As the customer can not return the merchandise in question for a refund, we feel the matter has been resolved. 
 
Regards,
 
Balsam Hill Customer Service

Complaint: [redacted]I am rejecting this response because:
as I have previously stated, a string of 50 led lights I can obtain from Harbor Fright as a free gift with a purchase of $10.00 does not actually work on a tree with over 1000 lights and the top half does not work?, the broken item was as described with pictures provided to Balsam Hill a simple ring of plastic, the replacement cost would be perhaps $2.00.  I am extremely disappointed that I must keep a $1300.00 tree that does not work with nothing but a letter via the Revdex.com, from Balsam Hills stating the problem will be fixed in the Fall of 2017, we have been attempting to have them address the problem, since we reported it to them on December 1st of 2016, with nothing but auto responses! Balsam hills web site state a 10 year light guarantee, as we purchased this thing in 2015, even under their now pronounced three year warranty, the lighting is defective and I have absolutely no faith they will follow through with any suggested resolution in the Fall of this year- they are asking that I dismiss my complaint  based upon a non existent customer service, with nothing more but a statement, the defective part will be corrected in the Fall of this year?Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  When I contact the representative on November 30, they indicated that I had the full 30 days if the box was unopened or unused.  The representative stated that I had until the 25th, if I opened the box and attempted to assemble the tree.  Since I did not open the box and based on what representative told me, I had the full 30 days to process the return.  If the representative provided incorrect information, that is not my fault because I followed the instructions provided by the representative and I would like what was stated honored.  If you would like pictures of the unopened box, I'm more then happy to provide them.  
Sincerely,[redacted]

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 with Balsam Hill on December 4th 2017 for an artificial Fraser Fir Christmas Tree.
 
The customer first contacted Balsam Hill via...

phone support on December 4th 2017 in an attempt to cancel the order in question, however the customer reached us after the 30 minute cancellation window had expired. We informed the customer that at that time it was already past our cancellation time frame, the customer insisted that we cancel the order. The customer agreed to all terms and conditions at the time of placing the order. At this time we have not heard back from the customer, and we have received no merchandise back.
 
We have been in no further contact with the customer; therefore no return has been requested at this time. The order was shipped using tracking number [redacted] on 12/05/2017 and delivered on 12/06/2017. The customer has not contacted us since they were advised that they were outside of the cancellation time window on December 4th 2017.
 
The customer was not successful in charging back with their credit card therefore they have filed this complaint with the Revdex.com in an attempt to get a refund that is not due.
 
Regards,
Balsam Hill Customer Service

Initial Business Response /* (1000, 5, 2015/12/24) */
Hello,
We are sorry for the frustration that the customer has expressed with their order. As stated in the customer's complaint, they placed an order online for an artificial Christmas tree on November 22nd, 2015. On November 27th, 2015,...

the customer contacted us in regards to the status of their order. We advised the customer that the item had been sent out with our freight shipping partner due to the weight and the estimated delivery time frame would be seven to ten business days.
On December 2nd, 2015, our warehouse notified us that they were out of stock at the originating warehouse and had rerouted the order to a different one in an attempt to get the product sent out to the customer. We attempted to reach out to the customer on December 4th, 2015 to inform them of this, but were unsuccessful in doing so. The customer contacted us by email on December 8th, 2015 to express their frustration with the delay in the shipment of their order. At that time, we advised the customer that we had filled their order but our shipping partner had been unable to process the order for immediate movement from our warehouse. We included the tracking number for the order and advised that it could be 24-48 hours before the customer would see any movement on the shipment of the item.

The customer's order was picked up on December 10th, 2015 from our warehouse and was delivered to the address listed on the order on December 14th, 2015. In the customer's complaint, they ask for a refund on the shipping charges. As they selected the option for free FedEx ground shipping, there is not anything to refund. At this time, as we have not been contacted by the customer since December 8th, 2015 and the order has been delivered, we feel this matter to be resolved.
Regards,
Balsam Hill Customer Service