Christmas Tree Market

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 that the customer has expressed with their orderAs stated in the customer’s complaint, they placed an order online on August 30th, for an artificial Christmas tree We did not hear from the customer until November 7th, 2016, when the customer contacted us with a lighting issue with a section of their treeWhen 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 defectDuring the troubleshooting, the customer advised us that the lights came back onAs the tree was now functioning properly, we considered the issue to be resolvedThe customer contacted us back by phone on November 7th, and stated that they were experiencing the issue againWe determined that we would replace the section of the tree affectedWe advised the customer that we were currently out of stock of the needed section at all of our warehouses and therefore, we would hand-make the section in our off-season for it to be delivered to the customer in the fall of We advised the customer that since they would not have the section this year, we would send no charge replacement light strands as a temporary solution to get them through the holiday season On November 7th, 2016, we placed a no charge order for replacement light strandsOn November 10th, 2016, the customer posted a negative review on one of our review sitesThey expressed their frustration with the process of receiving a replacement section in the fall of In the customer’s review, they stated that they want to return the tree for a full replacement and they mentioned that they were going to purchase a different tree elsewhereWe advised the customer that although they were outside of the day return policy, we would look into our available optionsOn November 12th, 2016, we emailed the customer no charge FedEx return labels for them to return the tree The customer emailed us on November 15th, and confirmed that they received the return labels and had since shipped the tree backThe customer asked if a replacement tree would be shippedAs the tree the customer originally ordered was now out of stock, we informed the customer that we would issue a full refund insteadOn November 16th, 2016, we issued a full refund back to the customer’s credit card account and emailed the customer the transaction details At this time, as the customer has received a full refund for their tree, we feel this matter to be resolved Regards, Christmas Tree Market 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 that the
customer has expressed with their orderAs stated in the customer’s complaint, they placed an order online for (3) Kennedy Fir Wreaths, (1) artificial Kennedy Fir Christmas Tree (1) Kennedy Fir Garland and (1) Santa’s Deluxe Tree Storage Dolly System on October 11th, We did not hear from the customer until December 31st, 2015, when the customer contacted us with a lighting issue with one of the wreaths from their orderWhen there is an issue with a wreath, 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 defect At that time, the customer requested to return or exchange the wreath from their orderWe advised the customer that they were outside of the day return and exchange period, and offered to send out a replacement wreath under warrantyOur policies, which are a part of our terms and conditions agreed to at the time of sale, outline this
The customer refused the warranty option stating they were not aware of our policies as they were not included on the receipt from the purchase. We directed the customer to our policies on the website and advised that the policies are not included within the invoice of the purchase for the orders, as that is something that is outlined in the terms and conditions the customer must agree to before placing the orderWe again offered to submit a request to our warranty department for a replacement wreath as it is covered under a 1-year light warranty and 2-year foliage warrantyThe customer refused the information provided and disconnected the callWe remain willing to continue to resolve this issue with the customer through our warranty process
We have taken note of this complaint and will have a supervisor contact the customer to discuss the matter
Regards,
Christmas Tree Market 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 that the...

customer has expressed with their order. As stated in the customer’s complaint, they placed an order online on August 30th, 2016 for an artificial Christmas tree.
We did not hear from the customer until November 7th, 2016, when the customer contacted us with a lighting issue with 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. During the troubleshooting, the customer advised us that the lights came back on. As the tree was now functioning properly, we considered the issue to be resolved. The customer contacted us back by phone on November 7th, 2016 and stated that they were experiencing the issue again. We determined that we would replace the section of the tree affected. We advised the customer that we were currently out of stock of the needed section at all of our warehouses and therefore, we would hand-make the section in our off-season for it to be delivered to the customer in the fall of 2017. We advised the customer that since they would not have the section this year, we would send no charge replacement light strands as a temporary solution to get them through the 2016 holiday season.
On November 7th, 2016, we placed a no charge order for replacement light strands. On November 10th, 2016, the customer posted a negative review on one of our review sites. They expressed their frustration with the process of receiving a replacement section in the fall of 2017. In the customer’s review, they stated that they want to return the tree for a full replacement and they mentioned that they were going to purchase a different tree elsewhere. We advised the customer that although they were outside of the 30 day return policy, we would look into our available options. On November 12th, 2016, we emailed the customer no charge FedEx return labels for them to return the tree.
The customer emailed us on November 15th, 2016 and confirmed that they received the return labels and had since shipped the tree back. The customer asked if a replacement tree would be shipped. As the tree the customer originally ordered was now out of stock, we informed the customer that we would issue a full refund instead. On November 16th, 2016, we issued a full refund back to the customer’s credit card account and emailed the customer the transaction details.  At this time, as the customer has received a full refund for their tree, we feel this matter to be resolved.
 
Regards,
Christmas Tree Market Customer Service