Tree Classics

Hi, We were sorry to hear of the problems the customer experienced with their tree Even though the warranty had expired a couple months prior to the first time the customer contacted us with problems, we made a good faith effort to troubleshoot the problem with the customer to see if there was a way he could resolve it Unfortunately, the troubleshooting did not resolve the problem It is a customer's responsibility to notify us of a warranty issue within the timeframe of their warranty If the customer had contacted us right around the time the warranty expired we would still have been able to work with them as we wouldn't have held him to the exact day But we feel very comfortable that virtually any company/manufacturer will hold customers to their warranty when they make a claim a couple months past the expiration date We regret we were unable to resolve this problem for the customer 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 [redacted] , and find that this resolution is satisfactory to me We have sent the product back to the shipper 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 First and Foremost, I would like to say that I have my own documentation regarding the numerous calls I had with customer service about the issue with the tree I also, have a voicemail, from customer service, saying that the part was being shipped I also have the documentation from the bank regarding what was said to them I find it ridiculous that this company is expecting the customer to take care of a faulty tree As for the empty warehouseI bought the tree back at the beginning of November and called about the issue the same day it was received There wasn't a single tree in house that had the part necessary to fix the problem two months prior to Christmas? Even if they didn't have it then, they are displaying the EXACT same tree for sale on their website now and still can't manage to send the part? What are they doing if someone buys the tree right now? I no longer want this tree, even if it was complete, or want to deal with this company anymore 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.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]

Hello, We are sorry for the frustration the customer has expressed with the exchange processOn November 28th, the customer contacted us wanting to exchange the original order he placed on November 19th, for a taller treeThe customer had already placed the second order for the new tree and we advised that the return shipping would be at their cost but once received the 10% restocking fee would be waived as the newer item they chose was higher in priceThe customer requested that we send them the return labels at $per boxWe apologize for the delay in the label being sent to the customer, as we didn’t provide the label until December 8th, The tracking shows the customer used it on December 13th, As the original tree is still in process of being shipped back to us, the customer will receive their refund as soon as the warehouse advises us they have received it and verified it is in good condition When this happens we will gladly issue the customer a refund, minus one return label for $We understand the delay in issuing the label has caused the customer frustration, and we regret the inconvenience we caused We strive to provide a high level of customer service, and in situations like this, we will strive to do better Regards, Tree Classics Customer Service

I ordered a tree that was suppose to have all clear LED lighting (soft/yellow) LED lighting is more expensive than regular lightingnot a problemI was willing to pay the extra money for LED lightsWhen the tree arrived and we plugged it in we noticed the lights were different shades of white: clear white and yellow/soft whiteThere's no denying our tree has a mixture of regular lights (cheaper price) and LED lights (more expensive)I noticed several other complaints on Tree Classic website regarding the same issueI called to report the problem and the representative who took the call admitted others have called in with this same problem and they are aware of the situationMy options were to send it back at my expense plus a 10% restocking fee or I could use my warranty plan which entails taking photos of the tree, at each section, showing where EACH INDIVIDUAL light is different and how many lights are differentThey said they would send me a replacement tree but there's no way of knowing if the new tree will, in fact, have all the same color of clear lightsThe rep also indicated it happens over time the lights will fade different colorsHow could/did the lights fade if I purchased what I thought was a new tree?? It appears the company is falsely advertising trees with all LED lights but they don't put all LED lights on the treesI find it odd there were several other complaints regarding the the same issueFor the price that is paid (hundreds of dollars) one would hope the tree is of standardsThe tree weighs 70lbs., the price to ship that back is outrageousThis company should pay for the return since they did not provide me a tree with all LED that I paid for to begin withI will not do business with a company who did not provide an advertised product and also makes the customer pay for returnsI would not return the tree if it had all LED lightsIt did not come that way, so why should I have to pay to return it?

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 belowThe company can refund my money in full, and chooses not to do soThey have already violated their own warranty policy by not supplying another tree in a timely manner (I think months is more than generous)It's quite simple: I bought a tree in November that was defective for $January 24, I received a voicemail the tree would be shipped in early summer - you still have my moneyAfter numerous contacts beginning in August - you have my moneyIn December I have to contact you to tell you the tree is in stock and you still chose not to deliver it in time for Christmas - you have my $I have to obtain another tree for the holidays because of your neglect - now I have a tree and you still have my moneyYou want to give me a credit for something I don't need or want - all I wanted was my tree for Christmas and you refused to do that - and you still have my moneyA 20% credit is not sufficient - your company owes me a total refund of $ There is a pattern - I have no tree and you've had my money for almost monthsI don't think that's good business for a reputable company, but maybe you're not - you still have my moneyRegards, [redacted]

Hello, After further review of the customer’s complaint we have determined to honor the customer’s request for a full refundWe apologize for any inconvenience this may have caused and regret the time it has taken to resolve their issueWe are currently in the process of issuing a refund check that will be mailed out to the customerAt this time, we feel the matter will be resolved once the customer receives the check for the amount paid Regards, Tree Classics Customer Service

Tree Classics has the absolute WORST customer service I have ever encounteredTheir policy states they will send you replacements if anything is damaged or not workingThat is not the caseI bought some lights after talking with a sales rep for quite a while trying to figure out what lights would work for my tree as I bought it quite a few years agofinally we decided on some lightsThey arrived in small manila envelopessince I couldn't see if they were the right lights for my tree I opened onethey were not the right lightsWe called and found out that since I opened the package we couldn't return those lights! (so why don't you put them in a plastic bag so I can see without opening?) Then we had to pay the shipping to return the lights that were wrongthen we had to pay for shipping of different lights and we got those today and they DON'T WORK and they basically said TOO BAD..they could care lessBoth time my boyfriend was on the phone approx an hour being transferred around by uncaring is....DO NOT buy anything from this companythey  [redacted]

Thank you, thank you, thank you! Due to the Revdex.com contacting Tree Classics on my behalf, I received an email yesterday telling me that the company has finally shipped my order! (though I will believe it when it actually arrives at my door) I wish I had contacted your organization earlier as it would have saved me a great deal of grief and aggravationHave a wonderful Holiday Season!

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

Hello, In the customer’s most recent complaint they state that they have gotten through to a representative every time they have contacted us, but contradict themselves further in, stating that we have avoided their callsAt no time have we avoided the customer’s callsOur systems are not equipped to reject a call from any customerWe apologize as we are aware that the customer felt there was a delay in communication when they requested a call back from management, but we did contact the customer within 24-business hours after each request The customer also refers to their warranty on their artificial Christmas tree to be compared to if you bought a computer and needed a replacement part, they would not make you wait to months to receive the replacement as this is unfair This statement is not a reasonable comparisonA computer is an item that is used regularly, whereas a Christmas tree is a seasonal item, typically used only during a specific time of yearBy the customer’s own admission, they store their tree during the period of time when the section is being manufactured We regret that we did not have the needed part in stock for the customer during the most recent holiday seasonWhen we do not have a part available we have to have it manufactured and sent to the customer in our off season, as stated in the warranty policy which is part of the terms and conditions the customer accepted when they placed the order At this time we have further reviewed the customer’s complaint and we can see the customer is not going to comply with the options we have offered following the policies they acceptedUltimately we have determined that we will pick up the tree at no cost to the customer and once the tree has been returned to our warehouse a full refund will be issued We will reach out to the customer to provide them with the resolution and instructions on how to return their tree 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 In their response to my dispute, Tree Classics has refused to note the following: Regarding the gaps ("flip paths"on the tree: My husband I have spent literally hours attempting to properly position the Flip tree as Tree Classics recommended in early November when we contacted them about the problemWe "pulled them out, positioned, and shaped them in front of the flip path," just as describe in their response to this disputeNothing has workedThe tree still has significant approximately 1-ft gaps on each side and bears no resemblance to a natural tree, nor to the picture on the Tree Classics websiteThrough these gaps, the plugs for the lights are clearly visibleWe received one e-mail advising us to try this procedure, then when it didn't work, we called Customer Service multiple times in NovemberDuring one call, the customer service representative even looked at a model of the Flip Tree in their office/showroom/warehouse (not sure) and confirmed that she noticed the same problemIn our attempt to salvage the tree so that we could set it up in our house for the Christmas season, we attempted to turn one of the sides with the gap toward the wall, but a section of the lights then stopped working on that sideWe have had to make additional purchases of wide ribbon and large ornaments to attempt to fill the gaps; this yet another expense add to the hundreds of dollars we have already spent on this treeDespite all of these attempts--pulling limbs together, repositioning them, shaping, using ribbon, turning the side with the faulty lights toward a corner of our room--the gaps still remain Regarding delivery: On their website, Tree Classics clearly states that they ship via FedExPlease see the URL: [redacted] However, they did not use Fed Ex, nor did they help us resolve the shipping problem due to the wrong number provided by their warehouseFurthermore, how can they blame their warehouse for this error? Isn't their warehouse part of their company? Tree Classics sent us a faulty URL, did not contact the shipping company My Seko on our behalf, and thus I resorted to finding My Seko's number myself and called them directly or my tree would still be sitting in their warehouse Regarding contacting customer service: Per Revdex.com at the beginning of the dispute process, our understanding of the protocol was that we should not speak directly with Tree Classics until the process was completeThis is why we have not responded to the calls Tree Classics has made in the meantimeAgain, prior to filing this complaint, both my husband and I spent *an entire month [redacted] attempting to resolve this matterWe are willing to contact Tree Classics again after the dispute process is complete, but are not optimistic that we would reach a satisfactory resolution with Tree ClassicsThis tree cost $Apologies from Tree Classics are insufficient to correct the multiple issues and poor customer service we have received from this companyPlease intervene on our behalf to make sure that other customers do not experience the same problems 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 I did not refuse the package FedEx called me to notify me that the packaged was damaged en-route They wanted me to verify the contents of the package which I could not since I had multiple packages coming in from Tree Classics I refused to accept responsibility for the damaged package which contents could not even be verified by FedEx (I surmise the box was compromised and emptied out), but could not have refused a package since delivery was never even attempted by FedEx I'm not satisfied with the partial refund since items were purchased and a coupon code was applied to the total purchase item never arrived (due to poor packaging or rough delivery) and a replacement was not provided as initially promised by Tree Classics since the item was later told was out of stock A refund of - = was given, but I find that application of the coupon to this single item (as opposed to prorated for the entire order) unfair 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 All the time and effort this company has taken to deny that they sell low quality products at a premium price probably cost them more than it would have to just fix their defective product or even just send out some replacement lights But, you can clearly see what type of company you are dealing with Would rather argue with their customers when they are clearly in the wrong then simply make good on a promise of quality that they never lived up to 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 belowAgain, 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 of the problem multiple times and have tried extensively to work with them over the and holiday seasonsThey repeated use of the phrase "30-day warranty!" is the equivalent of taking advantage of someone by duping them into buying a defective productIt 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 needsRegards, [redacted]

Hi, We regret this problem was not handled with better communication, though at no point did we fail to act in good faith We did not call multiple times to draw out the process, but rather to clarity in order to ensure the right section was shipped Last year there was a change made to the way sections were numbered, and because of this Section Two is the second section from the top on some of our five section trees and the fourth section from the top on others, so we wanted to be certain of which section had the issue After that, we immediately submitted a request for the replacement section Ultimately, the section was out of stock and never shipped We acknowledge that we had poor communication at that point and apologize for failing to follow up with the customer and notify her that we would need to have a new section manufactured for her We do not show any records of direct contact with the customer in December or January as stated in the complaint When we heard back from the customer later in January, via a chargeback and her bank, we researched the issue and discovered our warehouse failed to notify us the part had never shipped At that time we did notify the customer that we are having a new section manufactured for them and that it will be shipped this summer as soon as it is ready Again, we apologize for the failure to communicate effectively with the customer As the customer has been told, we are having their needed section manufactured for them, and the section will be shipped to the customer as soon as it is ready We are dedicated to ensuring the customer has a fully functioning Christmas tree in time for the coming holiday season Regards, Tree Classics Customer Service

Hello, We are sorry for the frustrations that the customer has expressed with their treeAs stated in the customer’s complaint, they purchased their tree on December 15th, from a company by the name of Christmas HomeTree Classics has since purchased the name and assets of Christmas HomeEven 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 courtesyOn December 1st, 2015, the customer contacted us in regards to a lighting issue within 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 defectAs 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 includedThe customer declined both of these options and requested that we issue a full refund for their tree insteadWe advised the customer that since the order was placed on December 15th, that they were ineligible for a refundAt this time, we are still willing to honor the offer of replacement light strands or 15% off of a new tree with a new warrantyIn order to take advantage of either option, the customer will need to contact us so that we may assist them with thisRegards, 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 [First of all, when you purchase a Christmas tree in August, you don't put it up until December The tree was brand new and as soon as I took it out and put it up it didn't work Second of all, Tree Classics did nothing to try and resolve my issue I called numerous times only to be on hold for so long I had to end up hanging up I then would send an email which would send back an automated response that someone would contact me shortlyIt would be at least a week before they would send another email and all they would do was ask me to troubleshoot which I had already told them I had gone through every troubleshooting step before I ever contacted them Since they had no response for that, they then a other week later asked me to send pictures of the tree, which I did Thirdly, I NEVER requested a more expensive tree as a replacement nor did I request free shipping I asked that they send me a replacement to the top portion only of the tree since that was the part not working Their only reply was that I had to purchase all new lights from them for the BRAND NEW TREE I just purchased If you google other complaints about this company you will see that people who bought the replacement lights weren't able to get them to work I do not feel after spending $on a pre-lit tree that I should have to purchase all new lights for the tree and then go about restringing the tree myself Doesn't make much sense 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 belowI 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 resolution In 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, [redacted]