Char Style and Image Management Consulting LLC

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.
Again, this latest response from Tree Classics does nothing to advance the conversation or provide a resolution and in fact only further demonstrates the lack of compassion and character of this company and its employees.  As noted several times previously, we notified Tree Classics in 2014 of the problem multiple times and have tried extensively to work with them over the 2014 and 2015 holiday seasons. They repeated use of the phrase "30-day warranty!" is the equivalent of taking advantage of someone by duping them into buying a defective product. It is very clear that this company is not willing to resolve this issue and I hope that the Revdex.com will give this company the lowest possible rating and that any consumer reading this will look anywhere other than Tree Classics for their Christmas tree needs. Regards, [redacted]

See Attached

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 2nd 2017 for an artificial Classic Noble Fir Christmas Tree. The customer initially contacted Tree Classics customer...

service on December 10th 2017 to inform us that they were experiencing lighting issues with their Classic Noble Fir Christmas Tree. As the customer’s tree is covered under warranty, we advised the customer that we would process a request for a full tree replacement. A case for a full tree replacement was created on December 12th 2017. On December 13th 2017 the customer contacted customer service to request an update on the warranty replacement tree. We advised the customer that the case was pending approval and that the customer would receive an update via e-mail once the order had shipped. The customer’s replacement Classic Noble Fir Christmas Tree was shipped to the customer on December 18th 2017 and delivered to the customer on December 20th 2017. On December 20th 2017 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 Tree. At this time, as a replacement tree has been sent to the customer, we feel the issue to be resolved.   Regards, 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 Revdex.com.  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 Revdex.com didn't help out.   I appreciate the Revdex.com and what you stand for and help the everyday consumer with.
Regards,
Sara Gouger

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 Classics. The 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 operation. Due to that, the liabilities remain with the original company the customer purchased the tree from. At this time, the customer’s request for a refund or shipping the tree back to our facility to restring is not an option. Regards, Tree Classics Customer

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 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 30 day warranty timeframe, we shipped a replacement section on October 13th, 2014, and 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 were also having the same issues with the second tree that they had purchased. As 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 issue. The customer understood and accepted this option. The 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 2014. Our policies, which are a part of the terms and conditions accepted at the time of sale, outline this. While we can appreciate the customer’s frustrations, we are under no obligation to provide the customer with a resolution. At this time, we consider this matter to be resolved, and the customer’s request for a refund is not an option. Regards, Tree Classics Customer Service

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 Tree Classics on November 11th 2017 for an artificial Classic Fraser Fir Tree.   The customer initially contacted Tree Classics customer service via phone support on November 14th 2017 to inform us that the box their Classic Fraser Fir Tree arrived in was damaged. We 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 2017 regarding the box that arrived damaged. We requested photos of the damage from the customer to further research the issue.   On November 15th 2017 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 tree. Upon viewing the photos submitted by the customer, it was determined that there was damage to the merchandise. We 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 2017 and shipped to the customer on November 16th 2017. Upon viewing the tracking details the replacement tree was delivered to the customer on November 17th 2017. As a replacement was sent to the customer, we feel the issue to be resolved.   Regards,   Tree Classics Customer Service