Char Style and Image Management Consulting LLC

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.As stated in the company's response, they are correct we did contact them within the days of the original purchase to let them know that the pieces did not work correctly Agai, after finally getting a hold of someone, they agreed to send out replacement parts The company then shipped out the replacement parts the following fall When the new parts were received they also did not work correctly We immediately tried contacting the company which would have been within the day deadline and we were unable to get a hold of anyone Eventually a customer service rep said that someone would be in contact with us That never happened After numerous attempts made to get a hold of someone to help us with our situation we were unsuccessful That is now why we are asking for a refund for the product that does not work correctly Numerous attempts were made to contact the company within a reasonable time After finally getting in contact with a manager, [redacted] told us that they have no way of contacting corporate office through the phone and he would have someone from corporate contact us Again this never happened At his point we would just like a refund We contacted the company numerous times within the correct time frame How are we supposed to do anything within their allotted time frame if you can't get a hold of anyoneWe aren't exactly happy with the full tree replacement at this time because when we tried getting replacement parts they were still defected If they allow us to get a tree but with no warranty, what happens if that replacement doesn't work Then again there is no resolution to the problem Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***

Hello, We are sorry for the frustration that the customer has expressed with their orderAs stated in the customer’s complaint, they placed an order with Tree Classics on December 3rd for an artificial Flocked White Fir Deluxe TreeThe customer contacted Tree Classics customer service via phone support on December 19th to inform us that they were experiencing lighting issues with their Flocked White Fir Deluxe Tree and requested to return the merchandise for a full refundAs the customer was within the return time frame, we provided the customer with a return merchandise authorization number and no charge return labelsOn December 29th a full refund was processed for the customer less the original expedited the shipping costsAs the customer opted to pay for expedited shipping instead of using our free standard shipping option and the shipment arrived within the estimated time frame, we are not able to honor the customer’s request to have the original shipping and handling fees credited back to themAs a full refund has been processed for the customer, at this time we feel the issue to be resolved Regards, Tree Classics Customer Service

Hello, While we can appreciate the customer’s frustrations, the only options the customer has to choose from at this time are to either have replacement light strands sent to them that they will have to restring themselves, or they can have 15% off of the cost of a new tree with a new warranty purchased directly from Tree ClassicsThe options that have been given to the customer were done so as a courtesy as we are not legally obligated to provide them with a resolution as the company they purchased from, Christmas Home, is no longer in operationDue to that, the liabilities remain with the original company the customer purchased the tree fromAt this time, the customer’s request for a refund or shipping the tree back to our facility to restring is not an optionRegards, Tree Classics Customer

As stated in our previous response, we are sorry for the frustration the customer has expressed with their orderAfter reviewing the customer’s complaint further, we have decided to honor their request and provide them with no charge return labels to return their orderWe will have a supervisor reach out to the customer to notify them of this resolutionOnce the item has been received back by our warehouse, a full refund will be issued back to the customer’s account used for the purchaseRegards,Tree Classics 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 with Tree Classics on November 11th for an artificial Classic Fraser Fir Tree The customer initially contacted Tree Classics customer service via phone support on November 14th to inform us that the box their Classic Fraser Fir Tree arrived in was damagedWe advised the customer that if the merchandise was damaged in transit, we would ship the customer a replacement Classic Fraser Fir Tree We were contacted by the customer again on November 14th regarding the box that arrived damagedWe requested photos of the damage from the customer to further research the issue On November 15th the customer contacted Tree Classics stating that they believed the tree was not damaged in shipping, but they suspected the tree had been damaged by a previous user who had returned the treeUpon viewing the photos submitted by the customer, it was determined that there was damage to the merchandiseWe advised that a replacement tree would be processed and shipped to the customer A replacement Classic Fraser Fir Tree was processed for the customer on the November 15th and shipped to the customer on November 16th Upon viewing the tracking details the replacement tree was delivered to the customer on November 17th As a replacement was sent to the customer, we feel the issue to be resolved Regards, Tree Classics Customer Service

Hello, We are sorry for the frustration the customer has expressed with their orderThe customer placed an order for an artificial Christmas tree over the phone on December 31st, On January 7th, 2016, the customer contacted us by email, expressing dissatisfaction with the appearance of their tree, claiming that it was not as pictured on our website, and requested to return the itemAll of the pictures of our products are authentic photos that have not been altered in any way When a tree is new and out of the box, it does take time and effort to extend the branches and shape themIf you do not spend the time doing this, the tree will not look as full as it can be shaped to lookWe responded to the customer’s email and advised them that they would be able to return the tree, but they would be responsible for the cost of return shipping as they were dissatisfied with the productOur return policy, which is a part of the terms and conditions agreed to at the point of the sale, outline this informationWe provided the customer with the option to use our return labels at $per box, or advised them that they could select their own shipping method and provide us with the tracking information once they have itThe customer emailed us back on January 7th, to verify our return address and confirmed that they would be using their own method of shipping to return the itemAt this time, we have not been notified of the return tracking informationAs soon as we can confirm that the item has been returned, a full refund will be issued in the amount of $back to the customer’s card used for the purchaseRegards, Tree Classics Customer Service

Hello, We are sorry for the frustration that the customer has expressed with their orderAs stated in the customer’s complaint, they placed an order with Tree Classics on December 2nd for an artificial Classic Noble Fir Christmas TreeThe customer initially contacted Tree Classics customer service on December 10th to inform us that they were experiencing lighting issues with their Classic Noble Fir Christmas TreeAs the customer’s tree is covered under warranty, we advised the customer that we would process a request for a full tree replacementA case for a full tree replacement was created on December 12th On December 13th the customer contacted customer service to request an update on the warranty replacement treeWe advised the customer that the case was pending approval and that the customer would receive an update via e-mail once the order had shippedThe customer’s replacement Classic Noble Fir Christmas Tree was shipped to the customer on December 18th and delivered to the customer on December 20th On December 20th the customer contacted us to inform us that they had received the replacement tree and inquired if they would still be able to send back their defective tree, we sent the customer no charge return labels to send back the original Classic Noble Fir TreeAt this time, as a replacement tree has been sent to the customer, we feel the issue to be resolved Regards, Tree Classics Customer Service

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards, [redacted]

Hello, We are sorry for the frustration the customer has expressed with the clearance warranty process for the trees they purchasedThe customer purchased two clearance trees, one on September 7th, and the second on October 16th, On September 22nd, 2014, the customer contacted us stating that they were having issues with lights in one section of their tree purchased on September 7th, along with foliage issues within the same section As the customer was within the day warranty timeframe, we offered to troubleshoot their concernsWhen 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 defectOur policies, which are a part of the terms and conditions accepted at the time of sale, outline thisAfter completing the troubleshooting it was determined that a replacement section was needed and a request was submitted for the partOn October 1st, 2014, the customer contacted us to see if we had any update on their replacement sectionWe informed the customer that the request had been submitted and advised that as soon as we had an update, we would follow up with the customerOn October 8th, 2014, our warehouse informed us that they would be sending out the part and requested that we follow up with the customerThe next day, we contacted the customer and advised them that their replacement section would be shipping soonThe section shipped out on October 13th, 2014, and was delivered to the address provided by the customer on October 17th, The customer did not contact us again until December 15th, to notify us that they were still having the same issues with their treeIt was at that time that they notified us that they stated that they were also having the same issues with the second tree that they had purchased on October 16th, 2014.We advised the customer that they were out of warranty by date as the original items only came with a 30-day clearance warranty for both lights and foliage and offered to send out light strands at no cost to the customer in an attempt to fix their issueThe customer accepted this option and on December 21st, 2015, an order was placed for replacement light strands On December 30th, the customer contacted us and stated that they were not satisfied with the resolution that we had provided to themThey requested that they be able to return their item and receive a refundWe advised the customer that they were outside of the return time frame and were ineligible for a refundAt this time, as we have provided the customer with replacement light strands at no cost outside of their warranty time frame, we feel this matter to be resolvedRegards, Tree Classics Customer Service

Hello, First, we would like to apologize for the slow response We were not previously aware of this complaint and it was not our intention to ignore the customer We have just now become aware of this complaint and as such are respondingWe are sorry for the frustration the customer has expressed with the clearance warranty process for the tree they purchasedThe customer purchased a clearance tree online on October 3rd, As the item selected was on clearance, it only came with a 30-day warrantyOn December 1st, 2015, the customer contacted us stating that they were having issues with lights throughout their tree, stating that they were scattered and uneven 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 defectOur policies, which are a part of the terms and conditions accepted at the time of sale, outline thisAs the troubleshooting did not resolve the customer’s concern, we requested photos so that we could better understand the customer’s issueOn December 2nd, 2015, the customer emailed us the photos displaying the stated issueThe customer emailed us again on December 7th, 2015, in regards to the status of their warranty claimOur email team advised the customer that we did not have a claim submitted for a replacement tree in our system and requested that the customer contact our Customer Care center during regular business hoursThe customer contacted our Customer Care center on December 11th, At that time, we apologized to the customer that we had not reached back out to them and advised them that they were outside of the 30-day clearance warranty time frameAt this time, as the customer is outside of their warranty period, we are willing to send out replacement light strands once we have them in stock as a courtesy in an attempt to resolve the customer’s lighting issueRegards, Tree Classics Customer Service

Hello, We are sorry for the frustration the customer has expressed with the clearance warranty process for the trees they purchased As stated in our previous responses, the customer contacted us on September 22nd, 2014, to notify us of a lighting issue with one section of one of their tree, and as the customer was within the day warranty timeframe, we shipped a replacement section on October 13th, 2014, and delivered to the address provided by the customer on October 17th, The customer did not contact us again until December 15th, to notify us that they were still having the same issues with their treeIt was at that time that they notified us that they were also having the same issues with the second tree that they had purchasedAs the trees only came with a 30-day clearance warranty for both lights and foliage and the customer was now out of warranty by date, as a one-time courtesy, we offered to send out light strands at no cost to the customer in an attempt to fix their issueThe customer understood and accepted this optionThe customer has received ten replacement light strands at no cost to them outside of their warranty time frame and they are now outside of the 30-day clearance warranty as their trees were purchased in Our policies, which are a part of the terms and conditions accepted at the time of sale, outline thisWhile we can appreciate the customer’s frustrations, we are under no obligation to provide the customer with a resolutionAt this time, we consider this matter to be resolved, and the customer’s request for a refund is not an optionRegards, Tree Classics Customer Service

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID 11926070, and find that this resolution is satisfactory to me. I would like to thank the staff at the BBB. I filed this complaint and then they issued the refund. I have no doubt in my mind that this would have drug on for 3 or more phone calls and wasted time on my end to have this resolved if the BBB didn't help out. I appreciate the BBB and what you stand for and help the everyday consumer with. Regards, Sara Gouger

Hello, We are sorry for the frustration that the customer has expressed with their orderAs stated in the customer’s complaint, they placed an order with Tree Classics on November 18th for an artificial Lake Shore Blue/Green Spruce TreeThe customer initially contacted Tree Classics Customer service via phone support on November 27th to inform us that they were experiencing lighting issues with their newly purchased treeAs the customer’s product is covered under an out of the box warranty, a case was created for a full tree replacement to be sent to the customerOn December 2nd the customer contacted us requesting an update on their full tree replacementWe advised the customer that the request was still being reviewed and that they would receive an update when the order was processedOn December 6th the customer contacted us requesting to return their Lake Shore Blue/Green Spruce TreeWe advised the customer that their full tree warranty replacement had been approved on December 5th and that they would be receiving the applicable tracking information within 24-hoursThe customer contacted us again on December 11th requesting a status update on the delivery of their full tree replacementUnfortunately, the Lake Shore Blue/Green Spruce Tree was out of stock for the seasonAs the tree was out of stock for the season, the customer opted to return the original tree and receive a full refundA case for return/refund was created for the customer on December 12th 2017, As the customer returned their original tree, a full refund was processed for the customer on December 30th As a full refund has been processed for the customer, at this time we feel the issue to be resolvedRegards, Tree Classics Customer Service

Hello, We are sorry for the frustration that the customer has expressed with their orderAs stated in the customer’s complaint, they placed an order online on January 13, The order shipped the same day to arrive on January 15, The customer stated that the wreath had been delivered
without knowing and it sat outsideIf the wreath is damaged we will provide replacement under the warranty policyOn March 31, we contacted the customer and offered a return label at her cost as there is nothing wrong with the product so it would fall under the regular return policyThe customer agreed to the return label at her cost and a refund when it arrives at our return warehouseAt this time, the customer has reached an agreeable resolution and will receive a refund when the item is returned, we feel this matter to be resolvedTree Classic Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am rejecting your response because you are using the fact that you acquired Christmas Home and claim you therefore are not responsible for their productsWhen you acquired CH, you acquired all of it, not just the parts that suit youIt is not morally or otherwise a defense to shield you from the problems and complications of the business you acquiredI will be filing a complaint with the Consumer Protection AgencyMy position remains as I first indicated: you ship the tree back to your facility to restring it or issue a refundYour offer to provide a few strings of lights or 15% off a new product does not rectify my purchase of hundreds of dollars for a prelit tree that lasted ONE season.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am not accepting the response from Tree Classics for the following reasonsFirst, I ordered prelit Christmas Trees that are clearly defective and will not stay litThe bulbs literally blow and blacken by the dozensIt is not a simple process of replacing an individual bulb as each time this happens we must remove and test dozens of bulbs to try to figure out which ones have caused he entire string to go outThe reason for the time gap in our complaints is that these are seasonal items (Christmas) so we do not have them up all yearAfter spending hours replacing bulbs in 2014, when we packed them away we finally had them all litUpon setting them up for the season we encountered the same issues as last year and contacted Tree Classics customer service again on multiple occasions without receiving a resolutionIn the first photo attached you will see this tree has approximately half of its bulbs not litIn the second photo attached you will see underneath the angel is out and since this photo was taken the bottom is also not litOnce again this Christmas we spent hours replacing dozens of bulbs and after all this effort we still spent our Christmas with two partially lit trees which we spent over $on just last seasonThe reason we allowed tree classics to send the light strands (which they failed to mention that they did not send on 12/as promised and did not arrive until after Christmas) because we were desperate to get our trees lit for Christmas as we had run out of replacement bulbsHowever, we do not consider this a solution anyway and we have not used them because we paid for two prelit trees which have been professionally strung with permanent lights and we are being asked to try and replace them by restringing the trees ourselvesHanging light strands on a tree is not the same as having prelit treesWhile they keep hiding behind this day warranty they are failing to admit that these trees are obviously defective at the time they were sold and therefore they should provide a refund
Regards,
*** ***

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 December 14th, for three Worry-Free Classic Light Bulb KitsThe customer contacted us on December 20th, to return the light bulbs on
their order as they were incorrectWe advised the customer that we would send no charge FedEx return labels to their email and a refund would be issued once FedEx notified us that the bulb packages were in transit back to our warehouseOn December 23rd, 2016, we received notification from FedEx that the order was in transit back to our warehouseOn December 23rd, 2016, we set the order up for a full refundOn January 10th, 2017, we confirmed that the refund did not process correctly and therefore the funds were not applied back to the customer’s credit card accountWe sincerely apologize for the experience this issue caused the customerWe have since issued the full refund for the return of the light bulbs on January 10th, At this time, as the customer has received a full refund for the light bulbs, we feel this matter to be resolvedRegards, Tree Classics 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 with Tree Classics on November 22nd for an artificial Alaskan Spruce Snap TreeThe customer initially contacted Tree Classics customer service via
e-mail support on December 5th requesting to return their Alaskan Spruce Snap TreeWe advised the customer that we would create a return/refund case and send them return labels via e-mailOn December 18th the customer contacted us requesting information on their requested refund as their tree had been returned to our warehouseWe advised the customer of the refund time frame and let them know that our back office team was processing the requestWe processed a full refund for the customer on December 19th for the returned Alaskan Spruce Snap TreeAs we have processed a full refund for the customer, we feel the issue to be resolvedRegards, Tree Classics Customer Service