Char Style and Image Management Consulting LLC

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5:AM (hours ago)tomeTree Classics sent a response last nightI sent a response back reiterating I want a replacement tree shipped out to me

*** ***I was not refunded in fullThe refund was $with no breakdown or explanation as to the difference between the original purchase amount (1117.94) and the refunded amount. $was refunded on December 3, 2015 to PayPal balance.Paid withBank of
America x-0876Your backup is VISA x-7604Ship to*** ***
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*** ** ***United StatesTransaction ID*** Seller [email protected] purchaseOrder Number 143516 $1,117.94Item #***Shipping $0.00Tax $0.00Purchase total $1,117.94Fee $0.00Total $1,117.94Yesterday, PayPal called Tree Classics on my behalf and told them I had filed a complaint with WI Revdex.com d/t to no response or refund for nearly (EIGHT) wksPayPal resolved the issue on the spot with themTree Classics NEVER ONCE contacted me during this time other than email “auto response” that they would update me and to “be patient”Sad that it took this much stress, time and effort on the CUSTOMER’S part to finally get them to respond to PAYPALBut never to meThere is a problem with this companyOne of the MANY Customer Service reps I talked to actually sighed and said she “was aware that this company is running a scam”She said it’s sad to work thereAnd I’m sure for every one of the similar complaints filed with WI Revdex.com about this company, there are who didn’t take the time or effort to do thatThis company has fraudulent practices

First, we would like to apologize for the slow responseWe were not previously aware of this complaint and it was not our intention to ignore the customerWe have just now become aware of this complaint and as such are respondingWe are sorry for the frustration the customer has expressed with their orderThe customer contacted us by phone on October 20th, to see if their order could be cancelledWe informed the customer that the order had already been processed and we would be unable to cancel the order as it was outside of our cancellation timeframe, which states the customer has thirty minutes from the time the order is placed to notify us by phone or live chat to cancelWe discussed our exchange program, which allows the customer to place a new order upfront and we would provide them with exchange labels at flat rate of $ However, if they chose to return the merchandise, they would need to return following the standard return policy they accepted when they placed the order onlineThe customer contacted us on October 25th, requesting to return three items from their order instead of going through the exchange processThe customer decided to return the Lake Forest Fir Snap Tree, an Assorted Mini Cardinal Ornament Set, and the Cream Velour Star tree TopperAt this time, the customer requested (3) return labels at the price of $as they stated they were advised that would be the return label chargeDue to the miscommunication that was provided to the customer in regards to the return and exchange process, we honored the customer’s request and provided them with (3) return labels at a discounted price of $We apologize for any inconvenience this has caused the customerA refund was issued in the amount of $on December 23rd, to the customer’s card used for the purchaseWe have complied with the customer’s request and provided the customer with (3) return labels at a discounted price of $per label instead of the regular charge of $per label as stated in our Return PolicyAs the customer has received a total refund in the amount of $for the return of the Lake Forest Fir Snap Tree, an Assorted Mini Cardinal Ornament Set, and the Cream Velour Star tree Topper we feel this matter to be resolvedRegards, 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 *** and find that this resolution is satisfactory to me.
Regards,
*** ***

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 27th for an artificial Monticello Regency Fir TreeThe customer initially contacted Tree Classics customer
service via phone support on November 28th informing us that the price of their Monticello Regency Fir Tree had decreased by $As we do offer a day price match guarantee, we informed the customer that we would submit a request to our back office team to issue the requested creditOn November 29th the customer contacted us regarding the status of the requested creditWe advised the customer that we were not able to process the request as the Monticello Regency Fir Tree was purchased on clearanceAs stated in our terms and conditions we are not able to offer a price match guarantee on clearance itemsThe customer expressed their dissatisfaction with the information we provided and requested information to return the treeWe educated the customer on our standard return policies as well as applicable return label feesAs we originally informed the customer that we could process the price match guarantee request, we honored our original agreement and processed a refund for the customer in the amount of $on December 1st As we have processed the credit for the customer, at this time we feel the issue to be resolvedRegards, Tree Classics Customer Service

Hello,In our previous response we did apologize for not responding to the customer’s complaint sooner as we were not aware of the complaintThis is in reference to the Revdex.com complaint that the customer had filed and is not a statement implying that we were not aware of their concerns otherwise.As stated in the customer’s complaint, when the customer contacted us on December 3rd, stating that they were having issues with lights in a couple of sections in their tree, we offered to replace the sections that were needed as the customer was within the warranty time frameWe followed up with the customer to let them know that their replacement sections were out of stock and would need to be manufactured in our off seasonThe customer accepted this option, to receive the replacement sections in the fall of that year and did not inquire on a refund until July 14th, when they contacted us to get an update in regards to the replacement sectionsThe customer’s request for a refund was denied because the customer purchased their tree on November 18th, and was outside of the day return periodOur return policy states that a customer has days from the date of receipt or by December 25th, whichever comes first, to initiate a return for a refundAs the customer did not ask to be refunded for their purchase when they were offered the warranty option and requested a refund until after the first days of receiving the product, they are ineligible for a refundAt this time, we are still willing to honor the offer of a full tree replacement to ensure the customer has a full working product, but a refund is not an optionRegards, Tree Classics 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. Tree Classics has offered to provide 'lights' to resolve the issue or offer 15% off a new treeI have attached photos of the tree to show how extensive the problem isThis is not a matter of a bad string of lights as more than half the tree (which advertised more than lights) is not working and is not acceptableFurther, this is not a cheap tree as it advertised at more than $1200. If Tree Classics wants to replace the lights, we would be happy with them shipping their tree to their factory and having their tree lighting professionals replace the multiple strings of lights that no longer work as well as determine and repair the cause of failure
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

[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]

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 Tree Classics on November 18th 2017 for an artificial Lake Shore Blue/Green Spruce Tree. The customer initially contacted Tree Classics Customer...

service via phone support on November 27th 2017 to inform us that they were experiencing lighting issues with their newly purchased tree. As 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 customer. On December 2nd 2017 the customer contacted us requesting an update on their full tree replacement. We advised the customer that the request was still being reviewed and that they would receive an update when the order was processed. On December 6th 2017 the customer contacted us requesting to return their Lake Shore Blue/Green Spruce Tree. We advised the customer that their full tree warranty replacement had been approved on December 5th 2017 and that they would be receiving the applicable tracking information within 24-48 hours. The customer contacted us again on December 11th 2017 requesting a status update on the delivery of their full tree replacement. Unfortunately, the Lake Shore Blue/Green Spruce Tree was out of stock for the season. As the tree was out of stock for the season, the customer opted to return the original tree and receive a full refund. A 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 2017. As a full refund has been processed for the customer, at this time 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.
The company in question has VERY misleading photos on the web site with close ups of only the plastic needles rather than the ones with a paper texture that have already begun to fall apart.  I feel that this product should be returned at the company's expense since they misrepresented the product on their web page.
Regards,
[redacted]

As stated in our previous response, we are sorry for the frustration the customer has expressed with their order. After reviewing the customer’s complaint further, we have decided to honor their request and provide them with no charge return labels to return their order. We will have a supervisor reach out to the customer to notify them of this resolution. Once the item has been received back by our warehouse, a full refund will be issued back to the customer’s account used for the purchase. Regards,Tree Classics 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 Tree Classics on December 3rd 2017 for an artificial Flocked White Fir Deluxe Tree. The customer contacted Tree Classics customer service via...

phone support on December 19th 2017 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 refund. As the customer was within the return time frame, we provided the customer with a return merchandise authorization number and no charge return labels. On December 29th 2017 a full refund was processed for the customer less the original expedited the shipping costs. As 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 them. As 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, 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 responding. We are sorry for the frustration the customer...

has expressed with the warranty process. The customer purchased an artificial Christmas tree online on November 18th, 2013. On December 3rd, 2013, the customer contacted us stating that they were having issues with lights in a couple of sections in their tree.  As the customer was within the warranty timeframe, we offered to troubleshoot their concerns. 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 the terms and conditions accepted at the time of sale, outline this. After completing the troubleshooting it was determined that replacement sections were needed and a request was submitted for the parts. We followed up with the customer on February 7th, 2014 to let the customer know that their replacement sections were out of stock and would need to be manufactured in our off season. We apologized that we had not reached out to them sooner and confirmed that the customer would receive the replacement section in the fall of that year. On July 14th, 2014, the customer contacted us to get an update in regards to their replacement sections. We confirmed that the sections had been requested and they should be receiving them within the next couple of months. The customer stated that they were not okay with the resolution and requested that we provide them with a full tree replacement or a refund and requested that a supervisor contact them in regards to their situation. On July 16th, 2014, a supervisor reached out to the customer in regards to their request and advised that their request for a refund had been denied as they were outside of the 30 day return period. We offered the customer a 10% customer care credit due to the fact that they had to wait for the sections to be manufactured, but the customer declined the credit. The customer’s replacement sections were sent out on August 12th, 2014, and were delivered to the customer’s address on file on August 16th, 2014. We did not hear from the customer again until December 3rd, 2015, when the customer contacted us to let us know that the replacement sections had not resolved their issue and requested that we refund their money. We advised the customer again that they were outside of the return period and advised that we would put in a request to see what could be done for the customer. The customer followed up with us on December 9th, 2015 to see if there was any update in regards to their refund request. We advised the customer that we had not heard anything back yet and confirmed their contact information. We contacted the customer back on December 15th, 2015 and advised them that their request for a refund had been denied and offered to send out a full tree replacement to the customer. At this time, we are still willing to replace the customer’s tree in full, but due to the customer being outside of the 30 day return period they are ineligible for a refund. 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.The company stated that they were not aware of this complaint which is false.  They have been contacted numerous times with this issue.  I spoke to Keith who said he was the customer service manager.  I was told by Keith that he was going to forward the issue to corporate and someone would get back to me which didn't happen.  This is not a warranty issue that I am trying to resolve.  We have made numerous attempts to contact the company throughout the 2 years and even more once the replacement parts that they had sent also did not work properly.  Not once have I received a phone call back when told that someone would contact me.  We feel as though this company scammed us by not returning any phone calls and then saying it is too late to provide a refund of a product that never worked.  They give you 30 days but if you never hear from a single person how are you supposed to resolve the issue? Attempts were made to contact the company numerous times throughout the year even well within the 30 day notice. The company stated in their response that a supervisor reached out to us, that absolutely did not happen.  I have never once received a phone call or even an email during this entire ordeal.  After the replacement parts were sent out, they were contacted to be told that the replacement parts did not work properly as well.  They stated that they hadn't been contacted until December 2015 which is also incorrect. Again, they were contacted after we received the new parts, within the 30 day deadline, and many times throughout the year as well to try and resolve the issue.  It feels as if the company purposely does not contact anyone back so that way they can say customers do not contact them within the 30 days so they don't have to issue a refund.   As for offering us discounts at the website as a resolution, why in the world would ever send this company another dime?  There are hundreds of negative reviews all across the web on this company all detailing the same thing.  They get your money from their defective product, stall until the 30 day refund window is up, lie and lead you on that this will resolve itself when in reality they have no desire to rectify the situation.  I want my money back that they scammed me out of and promised to refund back to my account 2 years ago already!
Regards,
[redacted]

Hello, We are sorry for the frustrations that the customer has expressed with their tree. As stated in the customer’s complaint, they purchased their tree on December 15th, 2013 from a company by the name of Christmas Home. Tree Classics has since purchased the name and assets of Christmas Home....

Even though we are under no legal obligation to replace any part that is not working, we have chosen to honor the customers’ warranties as a courtesy. On December 1st, 2015, the customer contacted us in regards to a lighting issue within a section of their tree. When there is an issue with a tree, we go through a troubleshooting process to verify the stated issue. The reason we do this is because often times a stated issue is nothing more than a loose bulb or something else minor which is easily adjusted to resolve an issue, and is not an actual defect. As the troubleshooting did not resolve the customer’s issue we provided the customer the options of being sent replacement light strands or 15% off of the cost of a new tree with our warranty included. The customer declined both of these options and requested that we issue a full refund for their tree instead. We advised the customer that since the order was placed on December 15th, 2013 that they were ineligible for a refund. At this time, we are still willing to honor the offer of replacement light strands or 15% off of a new tree with a new warranty. In order to take advantage of either option, the customer will need to contact us so that we may assist them with this. Regards, Tree Classics Customer

Hello, We are sorry for the frustration the customer has expressed with the clearance warranty process for the trees they purchased. The customer purchased two clearance trees, one on September 7th, 2014 and the second on October 16th, 2014. 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 30 day warranty timeframe, we offered to troubleshoot their concerns. 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 the terms and conditions accepted at the time of sale, outline this. After completing the troubleshooting it was determined that a replacement section was needed and a request was submitted for the part. On October 1st, 2014, the customer contacted us to see if we had any update on their replacement section. We 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 customer. On October 8th, 2014, our warehouse informed us that they would be sending out the part and requested that we follow up with the customer. The next day, we contacted the customer and advised them that their replacement section would be shipping soon. The section shipped out on October 13th, 2014, and was delivered to the address provided by the customer on October 17th, 2014. The customer did not contact us again until December 15th, 2015 to notify us that they were still having the same issues with their tree. It 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 issue. The customer accepted this option and on December 21st, 2015, an order was placed for replacement light strands.   On December 30th, 2015 the customer contacted us and stated that they were not satisfied with the resolution that we had provided to them. They requested that they be able to return their item and receive a refund. We advised the customer that they were outside of the return time frame and were ineligible for a refund. At 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 resolved. Regards, Tree Classics Customer Service

Hello, We are sorry for the frustration the customer has expressed with their order. The customer placed an order for an artificial Christmas tree over the phone on December 31st, 2015. 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 item. All 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 them. If you do not spend the time doing this, the tree will not look as full as it can be shaped to look. We 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 product. Our return policy, which is a part of the terms and conditions agreed to at the point of the sale, outline this information. We provided the customer with the option to use our return labels at $19.99 per box, or advised them that they could select their own shipping method and provide us with the tracking information once they have it. The customer emailed us back on January 7th, 2016 to verify our return address and confirmed that they would be using their own method of shipping to return the item. At this time, we have not been notified of the return tracking information. As soon as we can confirm that the item has been returned, a full refund will be issued in the amount of $149.99 back to the customer’s card used for the purchase. Regards, 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 responding. We are sorry for the frustration the customer...

has expressed with the clearance warranty process for the tree they purchased. The customer purchased a clearance tree online on October 3rd, 2015. As the item selected was on clearance, it only came with a 30-day warranty. On 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 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 the terms and conditions accepted at the time of sale, outline this. As the troubleshooting did not resolve the customer’s concern, we requested photos so that we could better understand the customer’s issue. On December 2nd, 2015, the customer emailed us the photos displaying the stated issue. The customer emailed us again on December 7th, 2015, in regards to the status of their warranty claim. Our 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 hours. The customer contacted our Customer Care center on December 11th, 2015. 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 frame. At 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 issue. 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]

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 30 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 30 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 anyone. We 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]