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Nicolas Holiday, Inc

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Reviews Nicolas Holiday, Inc

Nicolas Holiday, Inc Reviews (33)

From: [redacted] Sent: Tuesday, December 16, 2014 2:54 PMTo: [redacted]Subject: Complaint ID - [redacted]   Hi Ms. [redacted]   A new adaptor was sent to [redacted] on December 11, 2014.   We have closed out this service ticket.   Regards   [redacted] Nicolas Holiday

Ha a problem with tree lights and contacted customer service (not in the USA) and got replacement plug unit and switch, still did not fix problem. The tree was coming on all by itself and changing colors all by itself. After contacting the Trumbull location directly where I tried to get help I was treated rudely and just told to take the tree down and return it to store where it was purchased, they could not help. Great answer and response since the tree was up and decorated. Plus this is a big tree and I needed to borrow a vehicle to get it home so now I will need to take the tree down and return after I borrow another vehicle and since there are no replacements available I start all over again with Christmas a less then two week ! Very Disappointed ! ! !

To Whom It May Concern:
I purchased a 9 ft. pre-lit Just Cut Natural Frasier Fir ConstantON Tree from [redacted] in 2013 for $378. The UPC# is 8**SSN**0. A section of the tree stopped working and we spent hours trying to fix the lights. I made a service call and had a very frustrating conversation with someone who agreed to send me replacement lights (my ticket numbers are [redacted]). The lights that were sent appear to have a different brightness than the original lights. I called the customer service number again and had another frustrating conversation. I told the representative that the lights that were sent appear to have different brightness then the ones on the tree. I asked for a replacement tree since the lights that were sent would not fix the problem. The representative gave a laugh and said they would not replace it. I was told that someone would review my claim and I would be sent an email in 3-5 business days. The email said the lights are the same brightness. I understand that on paper they may have the same brightness level, but when you look at the replacement lights that were sent compared to the ones on the tree they are different. Since then, another section on the tree stop working. I called before Christmas hoping to have it resolved, but instead we had a partially lit tree. I could have explained to our guests how ** was great in resolving the issue, but instead I shared how we spent a lot on a tree that stopped working in two years.
I tried to call customer service again and waited on hold for two hours! I left two messages and never spoke to anyone or received a call back. We have had the tree for only two years and we paid a lot of money for it. My experience with [redacted]s customer support has been terrible. After reading other reviews, it seems that the product is poor quality and no one is pleased by the customer support. I'm requesting a $300 gift card that can be used anywhere. I am not interested in a repair or replacement.
Thank you for your time, [redacted]

From: [redacted] Sent: Monday, December 15, 2014 9:25 AMTo: [redacted]Subject: Reference ID # [redacted]   Dear...

Ms. [redacted]   [redacted] needs to submit receipts showing he purchased the lights sets in 2012, but which are designated made in 2010 .   If he purchased these lights two years ago, why did he wait so long to contact us regarding their not working correctly.   He will be informed that a receipt is needed or as noted by the 2010 designation, his lights are out of warranty.   Our warranty also states that the lights in question must be returned, we do not just send out replacements there are certain requirements that must be met.   Regards   [redacted]
[redacted]
[redacted] ###-###-#### [redacted]

I had purchased a ** Color Effects Christmas tree at [redacted] provided by Nicolas Holiday, Inc. It was a beautiful pre-lit tree, that cost over $300, and it came with a 3 year manufacturer's warranty. I got one year out of it, and set it up for Christmas this year on November 30, and the lights worked for 3 days and then blacked out. I called customer service and determined that the cause was a defective power pack, and they told me that they are very busy, and would not be able to ship the replacement part for 7-10 days, despite the fact that I asked for expedited delivery, because it was emotionally important to my child to have the tree work for Christmas. I called again on the 10th day, and it sounded like they had outsourced their customer service to India, and the person I spoke with said it was "out to the courier" for shipment. She was unable to give me any indication as to when it would ship or when I would receive it, and refused to make a call to the warehouse or courier to determine if it can be expedited. She just said she'd email the warehouse and let them know I wanted to expedite shipping. I asked to speak with a supervisor, and the supervisor gave me the same run around, and could not explain why the part could not be overnighted or sent by 2 day mail. Having not received the part by the week before Christmas, I had to go out and buy lights to string on the tree. The part finally showed up on Christmas Eve, late in the day. Frankly, this is the worst customer service I have seen in a long time. Given that anyone else can provide over- night or 2 day delivery, there was no excuse for this type of customer service.

+1

Ha a problem with tree lights and contacted customer service (not in the USA) and got replacement plug unit and switch, still did not fix problem. The tree was coming on all by itself and changing colors all by itself. After contacting the Trumbull location directly where I tried to get help I was treated rudely and just told to take the tree down and return it to store where it was purchased, they could not help. Great answer and response since the tree was up and decorated. Plus this is a big tree and I needed to borrow a vehicle to get it home so now I will need to take the tree down and return after I borrow another vehicle and since there are no replacements available I start all over again with Christmas a less then two week ! Very Disappointed ! ! !

+1

This company sent a defective product. Per the package insert I contacted the customer service center, not the store where purchased. The customer service center is located in the Philippines. They cannot or would not provide a way to contact the US location which is in CT. They could not tell me who they reported to or provide a name of their manager in the US. One rep told me he was in CT when I asked another, they tole me they were a call center in the Philippines. They were to send out a replacement part and it would arrive in 7-10 days. The replacement part didn't leave the facility in US for 12 days. I would not recommend this company.

+1

To Whom It May Concern:
I purchased a 9 ft. pre-lit Just Cut Natural Frasier Fir ConstantON Tree from [redacted] in 2013 for $378. The UPC# is 8**SSN**0. A section of the tree stopped working and we spent hours trying to fix the lights. I made a service call and had a very frustrating conversation with someone who agreed to send me replacement lights (my ticket numbers are [redacted]). The lights that were sent appear to have a different brightness than the original lights. I called the customer service number again and had another frustrating conversation. I told the representative that the lights that were sent appear to have different brightness then the ones on the tree. I asked for a replacement tree since the lights that were sent would not fix the problem. The representative gave a laugh and said they would not replace it. I was told that someone would review my claim and I would be sent an email in 3-5 business days. The email said the lights are the same brightness. I understand that on paper they may have the same brightness level, but when you look at the replacement lights that were sent compared to the ones on the tree they are different. Since then, another section on the tree stop working. I called before Christmas hoping to have it resolved, but instead we had a partially lit tree. I could have explained to our guests how ** was great in resolving the issue, but instead I shared how we spent a lot on a tree that stopped working in two years.
I tried to call customer service again and waited on hold for two hours! I left two messages and never spoke to anyone or received a call back. We have had the tree for only two years and we paid a lot of money for it. My experience with [redacted]s customer support has been terrible. After reading other reviews, it seems that the product is poor quality and no one is pleased by the customer support. I'm requesting a $300 gift card that can be used anywhere. I am not interested in a repair or replacement.
Thank you for your time, [redacted]

+1

Review: Purchased at [redacted] Dec 5, 2011 $120. It worked fine Christmas 2011. Half of it went dark in 2012; they sent replacement strand and I replaced the bulbs - worked. Ticket [redacted]. 2013 same story. Despite a painful conversation with someone that spoke very little English they sent one strand, I needed two. Ticket [redacted]. The first strand worked, one row is still dark despite changing all bulbs, fuses, etc. via another strand. Ticket [redacted]. 1 I'm an electrical engineer and know how to test bulbs, change them, check fuses, etc.I've spent literally hours and hours on this tree and it is still broken/faulty. Supplied directions have been followed, customer service is non-existent. Zero emails have been answered.Desired Settlement: I'm requesting a $120 gift card that can be used anywhere. Not interested in a repair or replacement, tired of dealing with them on the phone.

Business

Response:

We received and reviewed the above complaint.

Today we sent out a $120 [redacted] gift card to [redacted] via UPS. He was also sent an email with the tracking information.

Regards

Nicolas Holiday

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Many thanks!

Review: bought Energy Smart Pre-Lit Fraiser Fir Christmas Tree from [redacted] ~4 years ago. UPC#[redacted] with a 5-year tree and 5 year lights warranty clearly marked on the box and on the instruction paperwork. Called the customer service line at [redacted] and attempted all the troubleshooting steps as instructed with NO success. Was then told by agent that tree only has 2-year warranty on lights when our packaging and paperwork clearly says 5 years. Was then told that we could file claim on [redacted] website and submit copies/photos of our paperwork. After that we could ship the tree to a 'repair center' at our cost. Repair of christmas tree takes 4-6 weeks (it's 12/01/13 today). Call center is located in the Philippines, by the way and this company, owned by **, is in Connecticut. I then asked for a supervisor and was given the same 'run around' by her. I asked to speak to someone in the United States and she, [redacted], would not give me a phone number.Desired Settlement: I would like the company to honor their 5-year tree and lights warranty on this product. And I would like other buyers to 'beware' of purchasing any products from this company.

Business

Response:

Dear Ms. [redacted]:

We have spoken with [redacted] and will be sending him a gift card for the full value of his tree.

This closes out this complaint.

Nicolas Holiday

Trumbull, CT 06611

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Same as the other reviewer. I purchased the tree for the 2015 holiday, put it up, decorated and it worked for less than 1 minute. The box instructions say "do not return to retailer" so I called customer service. They said a replacement part would be delivered in 4 days. That was over two weeks ago. I just received and email from them saying they don't have the parts here in the US, but once the get them from the factory (I am assuming they are being sent from Taiwan), they will expidite it.
There are complaints regarding the same issues all over FaceBook, and Twitter. Every time you call or email, they say "rest assured, we will note your file".

Review: I decided to replace my outdoor lights with energy efficient LEDs. I have a very large home and knew this would be a big investment so I waited until after Christmas 2010 when they would be on sale. I purchased 22 spools of #[redacted] 100 light, C-9 LED sets (49.5' each ) with the promise of saving 80% on energy costs, 20,000 hour average LED life, replaceable, cool to touch & break resistant LEDs, and 3 year limited guarantee; it seemed like a smart decision.

This year I took out the lights and started testing them before hanging them on the house. Out of the 22 spools we tested, 11 of them were defective. Eleven of them were either totally out or partially out. How could this be? I read the packaging to find out what to do. The website was no longer valid, so I called the toll free number and spoke to someone in the Philippines. He explained that I needed to email a copy of the receipt to the address on their new website and also ship back all the lights at our expense and they will repair or replace them within 4-6 weeks and ship them back. Today is 12/8/2014 which makes it impossible to have Christmas lights this year.

I sent the company an email explaining this same concern and in return received troubleshooting information and an explanation about how the lights are no longer under guarantee. I believe these lights are defective and should be replaced. There is no reason that they should have all stopped working at the same time.Desired Settlement: I would like the company to send 22 spools of replacement lights referenced above due to the fact that they no longer make item #[redacted] and if they only replace 11 of them, they will not match.

Business

Response:

From: [redacted] Sent: Monday, December 15, 2014 9:25 AM To: [redacted] Subject: Reference ID # [redacted] Dear Ms. [redacted] needs to submit receipts showing he purchased the lights sets in 2012, but which are designated made in 2010 . If he purchased these lights two years ago, why did he wait so long to contact us regarding their not working correctly. He will be informed that a receipt is needed or as noted by the 2010 designation, his lights are out of warranty. Our warranty also states that the lights in question must be returned, we do not just send out replacements there are certain requirements that must be met. Regards [redacted] ###-###-#### [redacted]

Review: Call center could not help with ordering replacement part for a one year old lighted christmas tree. Was told 4-6 weeks for a replacement part, or "could be" earlier. So, in all likelihood, the part will arrive after the holiday season. Unacceptable. Willing to pay for explicated shipping or part, but the overseas call center has no authority to actually do anything, they do not know if the part is in stock, and they are not in any actual contact with the business. Also, I thought. I bought a GE tree, but this group is different and sub-par. ** shouldn't let these folks trade on their name.Desired Settlement: A phone call from someone who has the knowledge and ability to tell me about the availability of the part and the shipping options.

Business

Response:

From: [redacted] Sent: Wednesday, December 10, 2014 10:14 AM To: [redacted] Subject: Complaint ID [redacted] Good morning I received your complaint from [redacted]. We are aware of the problem from our customer service log and have placed two calls to the [redacted] home on December 1 and 5 but have received no reply back yet. Depending upon the part that is needed, it may have to come from our China factory since we do not have the part here in the states. Regards [redacted] Nicolas Holiday [redacted] ###-###-#### [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I tried to return your calls and the line was busy both times. The only people I have been able to speak to are in your overseas call center and they don't know anything about whether the part is available to when it will ship. I've offered to PAY FOR THE PART AND PAY FOR EXPEDITED SHIPPING, but they still can't help. And your efforts, too, are insincere. My cell is ###-###-####.

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Description: Christmas Lights & Decorations

Address: 204 Spring Hill Road, Trumbull, Connecticut, United States, 06611

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