Tree Classics

I bought the oregon spruce on Nov I received it on Nov The bottom portion didn't workI called on Monday morning Nov They said they would ship me a replacement pieceNov I called because nothing has arrivedI received no phone call at home, work or cellI was informed that it is "out of stock" and won't be manufactured until summer Then they told me I could get a refund, if I ship the tree back AT MY EXPENSEI could buy a new tree from them, at full retailWhat horrible, HORRIBLE company with no sense of pride in their products, no sense of guest service and product that does not work

[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] I will follow up with my credit card company to inform them that the dispute is settled

Hi, At this point, responding to each of the customer's points would mean restating what we have already said We understand the customer feels strongly they done all they can to reshape the branches on the trees, just as we feel strongly they have not The reason we feel this way is that the pictures we were provided closely resemble how the tree looks when it is taken out of the box, and we hadn't any other customers claim their tree looks like that after shaping it The statement that we sent a faulty URL to track her order is absolutely false We sent the customer an email on October 5th, in response to the customer's first email requesting tracking information, with a URL that takes you directly to the delivery tracking for the tree If you paste the URL into a browser, it still, to this day, displays the tracking for the tree, and it is only out of respect to the customer's privacy that we will not include this email as a part of this response But if needed we certainly can provide the email which proves this to be trueWe have continued to try to contact the customer to find a resolution and discuss her options, but she continues to not answer the phone or respond to our messages We do encourage her to speak with us about this matter If not, there is nothing further we can doRegards, Tree Classics Customer Service

Hello, We are sorry for the frustration the customer has expressed with their orderAs stated in their claim, the customer contacted us on December 28th, to let us know that the lights on their tree were different colors and requested to do an exchangeWe requested photos displaying the issue that the customer was having and offered to replace the item under warrantyWe apologize for any misinformation that was given in regards to doing an exchange and having to pay to return a defective item as that is not the case On January 5th, the customer contacted us to check on the status of her warranty claimWe advised the customer that she had been approved to donate her current tree and provide us with a copy of the donation receipt and we would replace the item in full for her We did reach out to the customer once the copy of the donation receipt was received and advised the customer that she could upgrade to a different tree as long as she was willing to pay the difference in priceAs the customer agreed and the replacement order was processed we feel this matter to be resolved Regards, Tree Classics Customer Service

Hello, We are sorry for the frustration the customer has expressed with the return policyOn November 22nd, the customer contacted us in regards to where the order was as they had not received the treeWe confirmed with the customer that the order was showing the tree had shipped and was in transit to be deliveredWe provided the customer the Estimated Delivery Date provided by the shipping company but, as it was an over-sized delivery, the customer was ultimately contacted to finalize delivery arrangementsWe apologize for the frustration on how long the order took to arrive On December 10th, the customer contacted us with a lighting issue in sections of her tree The customer requested to cancel the order As it was already delivered, the order was no longer able to be cancelledThe customer then requested to return the treeWe advised the customer that the tree they ordered is a clearance tree and all sales are final, as was stated on the website Clearance items are only able to be returned within days of purchase When there is an issue with a tree, we go through a troubleshooting process to verify the stated issueWe attempted to troubleshoot with the customer, but the customer stated she could not complete the troubleshooting steps as the tree was up and decorated, and would call us back when they couldWe have not heard back from the customer In this complaint, the customer is asking to return the tree and have all return shipping be waivedThis again is not an option, as the tree is no longer able to be returned or exchanged We have taken note of this complaint and will have a supervisor contact the customer to discuss the matter and see if some kind of resolution can be reached 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 Regards, [redacted]

Hello, We are sorry for the frustration the customer has expressed with the warranty processOn December 3rd, the customer contacted us with an issue regarding a replacement section to their tree that was shipped to them in January of We advise customers when we send a replacement section to open it upon receipt and confirm everything is correct, if any concerns please to contact right away so we can resolveThe customer waited to express concerns regarding their replacement section until months laterWe requested that the customer provide us documentation of the section received so we could verify and request the correct section be sentOn December 5th, we submitted the request for the availability of the replacement sectionAs the section was available we shipped it to the customer on December 14th, and the customer received it on December 18th, As we have complied with the customer’s request as stated in this complaint and ensured they received the section before Christmas, we feel the matter to be resolved Regards, Tree Classics Customer Service

Hi, We regret the problems the customer had Upon management review, we have determined that the second order was placed in error as the customer states We are issuing a refund today, 2/14/14, for the remaining amount ($103.99), and the customer should see the refund as soon as their credit card company issues the credit to their account We apologize for all of the inconvenience this error caused the customer, both that the order was mistakenly placed, and that when it was brought to the attention of customer service the error was not resolved as it should have been We will work to ensure this type of mistake is not replicated with future customers Regards, Tree Classics Customer Service

Hello, We are sorry for the frustration the customer has expressed with the clearance warranty process for the tree they purchasedThe customer purchased the tree on July 30th, and did not contact us for almost four months to notify us of any issuesOn November 24th, the customer contacted us stating there was a leaning issue with her tree The customer was requesting to exchange the treeWe advised the customer that the tree they ordered is a clearance tree and all sales are final, as was stated on the website Clearance items are only able to be returned within days of purchase We did try to work with the customer to see if we could resolve their issue, and the castor wheels can be adjusted once the break is on to help level out the tree in areasIn looking at the customers pictures we received, it cannot be determined if the carpet was affecting the levelness of the tree The customer is not satisfied even though they are clearly well outside of the timeframe allotted for returns or warranty service, and they requested to contact our corporate officeWe provided all the contact information for the customer to send something to [redacted] as they requested, as we do not have a direct number to provideThe customer would not accept this information and demanded that we provide the direct number to the Oak Creek Store locationAs we do not have a store location, this is not something we have to provide, and the contact number is the customer service number we provided on many occasions In this complaint, the customer is requesting the option to exchange and have all return shipping be waivedThis again is not an option, as the tree is no longer able to be returned or exchanged We have taken note of this complaint and will have a supervisor contact the customer to discuss the matter and see if some kind of resolution can be reached 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. Regards, [redacted]

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 the customer has expressed with the warranty processThe customer purchased an artificial Christmas tree online on November 18th, 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 concernsWhen 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 defectOur policies, which are a part of the terms and conditions accepted at the time of sale, outline thisAfter completing the troubleshooting it was determined that replacement sections were needed and a request was submitted for the partsWe followed up with the customer on February 7th, to let the customer know that their replacement sections were out of stock and would need to be manufactured in our off seasonWe 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 yearOn July 14th, 2014, the customer contacted us to get an update in regards to their replacement sectionsWe confirmed that the sections had been requested and they should be receiving them within the next couple of monthsThe 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 day return periodWe 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 creditThe customer’s replacement sections were sent out on August 12th, 2014, and were delivered to the customer’s address on file on August 16th, 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 moneyWe 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 customerThe customer followed up with us on December 9th, to see if there was any update in regards to their refund requestWe advised the customer that we had not heard anything back yet and confirmed their contact informationWe contacted the customer back on December 15th, and advised them that their request for a refund had been denied and offered to send out a full tree replacement to the customerAt this time, we are still willing to replace the customer’s tree in full, but due to the customer being outside of the day return period they are ineligible for a refund Regards, Tree Classics Customer Service

As stated in our previous response, we are sorry for the
frustration that the customer has expressed with their orderIn the customer’s
complaint they state that the dates are inaccurate and that we have refused to
call them backThis information is incorrectWe have tracking numbers that we
can provide to verify the dates of delivery of both the tree and the first
replacement sectionWe have also attempted to reach out to the customer but have
been unsuccessful in doing so
At this time, we are having another replacement section
manufactured for the customer and it will be available in summer As
stated by the customer in their complaint, they are willing to wait for the
replacement sectionWe are committed to ensuring the customer will have a
fully functioning tree for the holiday season. We do encourage the customer to check the
replacement section upon receipt and notify us immediately if there are any
issues so that we may provide a timely resolution
Regards,
Tree Classics Customer Service

Hello,
We are sorry for the frustration that the customer has
expressed with their orderOn December 5th, 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 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 defectOur policies, which
are a part of the terms and conditions accepted at the time of sale, outline
thisAfter completing the troubleshooting it was determined that a replacement
section was needed and a request was submitted for the part
On December 19th, the replacement section
was sent out and delivered to the customer on December 22nd,
That same day the customer contacted us to let us know that they were having
the same issues with the replacement part they had receivedWe went through
the troubleshooting steps again to see if there was any way that we could
resolve the issue before determining that the customer would need to be sent a
second replacement sectionWe apologized for the mishap and submitted another
request for the part needed
On February 9th, the customer contacted us
in regards to the status of their warranty claimWe advised them that the
needed part was out of stock and would have to be manufactured in our off
seasonWe made the customer aware at that time that they would be receiving
the new section in summer The customer stated that they did not want to
wait for the replacement section to be sent to them and requested a refund for
the tree insteadThe agent assisting the customer submitted a request for the
customer to be able to return the tree
On February 11th,
our agent attempted to follow up with the customer to let them know that
they had been approved to return their tree outside of the standard return time
frame, but they would be subject to a 20% out of return period fee and would be
responsible for the cost of return shipping We were unable to reach the customer at that
time, but left a voicemail advising them of their optionsThe customer
returned our call that day to let us know that they were declining the options
they had been given and requested to speak with a supervisorWe informed the
customer that we would have a supervisor contact the customer back and did so
that same dayAgain, we were unable to reach the customer and a voicemail was
left requesting that the customer return our call
We did not hear from the customer again until March 2nd,
when they contacted us to follow up on the status of their replacement
partWe provided the customer with the information again that the section was
being manufactured and would be sent to them once available in summer
During the conversation the customer requested that we send them an email
stating that we would be replacing their partOn March 3rd, an
email was sent to the customer confirming this information
We apologize for any inconvenience this has caused the
customerWe are committed to ensuring the customer will have a fully
functioning tree for the holiday seasonWe encourage the customer to
check the new section upon receipt, as while we are confident the section will
resolve the problem, we would like to be notified immediately if this is not
the case so that we are able to provide a timely resolution
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 ***, and find that this resolution is satisfactory to me. I will be looking for the check in the mail
Regards,
*** ***

Hello,
We are sorry for the frustration the customer has expressed with
the clearance warranty process for the tree they
purchasedWe especially
regret the delay in following up with the customer in several instances in the
timeframes we had given themWe appreciate the feedback as we do value all of
our customers and take all feedback seriously and improve from it and are truly
sorry for the frustration they endured
The customer purchased the tree on November 17th,
and did not contact us until fifteen days after they received the tree to
notify us of any concernsOn December 5th, when the customer
contacted us stating there was a lighting issue in a section of the tree, we
advised the customer that the tree they ordered is a clearance tree and all
sales are final, as was stated on the website.
Clearance items are only able to be returned within days of purchase
and have a limited warranty of daysOur policies, which are a part of our
terms and conditions agreed to at the time of sale, outline this
As the customer was within the day warranty timeframe, we
offered to troubleshoot their concernsWhen there is an issue with a tree, we
go through a troubleshooting process to verify the stated issueAfter troubleshooting
with the customer we advised a replacement section would be requested and a strand
would be sentIt was our understanding that the tree was already decorated and
we were trying to provide a temporary solution for the holidays, as the
customer expressed they did not want to take apart the treeOn December 10th,
the customer contacted us after receiving the replacement strand stating
this was not an acceptable resolutionWe advised the customer the replacement section
was also requested for the tree and in determining availability would likely
need to be manufactured in the off season
The customer requested to be contacted by someone within higher
management after speaking with *** whom is a supervisor*** advised the
customer the only way to contact MrCarter is by sending email and *** would
be the one handling the issue from here, which was explained to the customer
when they originally spoke on January 12th, We did try to work
with the customer to see if we could resolve their issue, by offering to
replace the section once they are available, which they declined
In this complaint, the customer is requesting to return the tree
for a full refund and have all return shipping be waivedThis again is not an
option as the customer was outside of the return timeframe for the clearance
tree they purchased and declined the options we offered. At this time we are willing to accept the
tree back with a 20% return fee and the return shipping would be at the
customer’s expense or the customer can wait on the section to be manufactured
We have taken note of this complaint and will have a
supervisor contact the customer to discuss the matter and see if some kind of
resolution can be reached
Regards,
Tree
Classics Customer Service

Hello,
As stated in our previous response, the customer purchased
the tree and did not contact us for almost four months to notify us of any
issues Clearly we can’t set our
policies to be in effect from the time customers tell us they opened and
started to use their merchandise. We
advised the customer that the tree they ordered is a clearance tree and all
sales are final, as was stated on the website.
Clearance items are only able to be returned within days of purchase
and have a limited warranty of days.
We did try to work with the customer to see if we could resolve their
issue as we did troubleshooting and requested documentation to help with a
resolutionTwo weeks later we received pictures from the customer
We are sorry for the frustration the customer expressed with
the clearance warrantyWe did have a supervisor reach out to the customer to
discuss resolution options available As
a result of this discussion we did agree to send them twelve light strands
which would cover the entire tree and resolve the stated issue. The customer accepted this resolution and is
aware the tree is no longer under warranty.
The customer will receive the light strands on 01/07/At this time we
feel the matter to be resolved
Regards,
Tree
Classics Customer Service

TERRIBLE EXPERIENCE! Worst customer service experience ever We ordered a ftRoyal Versailles Giant LED TreeAfter spending $1600, we were so excited to get our first artificial treeThat's when the trouble started Only of boxes arrived Finally after contacting them several times, the fourth box arrived totally crushed days later with the tree base with electronics hanging out of the mangled boxWe called several times, and they would not replace it They wanted us to return all four lbboxes and buy a new tree while we wait for a refund (Instead of sending us one new box.) Then they did not want to refund us our money This drug on for weeksTheir customer service people actually hung up on us many times when we tried to call and ask them to make it rightI had to call from a different phone as they were using caller ID for my phone number We had to go through VISA to get our refund and VISA pressured them to refund our money after Save yourself some misery and DO NOT BUY A TREE FROM THEM

Hello,
We are sorry for the frustration the customer has expressed with
the warranty processOn November 15th, the customer contacted
us with a lighting issue in a section of her treeThe tree is covered under
warranty
and after troubleshooting the problem it was determined the customer
needed a replacement sectionWe apologize for the inconvenience, but on
November 28th, we advised the customer the request for the replacement
section had been submitted and we are currently awaiting the determination on
the availability
We have taken note of this complaint and will have a
supervisor contact the customer to discuss the matter and see if some kind of
resolution can be reached
Regards,
Tree
Classics Customer Service

Absolute worst purchase experience I've had in a long timePoor quality, defective product, they try to force the customer to pay return shipping charges for incorrect items and defective items, ridiculous time-consuming trouble shooting procedures for branches that don't light and should work properly out of the box, double charging my credit card for same item, long wait times to get through to customer service

Hello,
We are sorry for the frustration the customer has expressed in
regards to placing their order onlineAs stated in the complaint, the customer
placed the order online and then attempted to cancel the order twenty four
hours after
ordering We advised the
customer that the order could no longer be canceled as it was processed and shipped
and awaiting for the tracking number to provide to the customerWhen the
customer originally contacted us it was outside of the cancellation time-frame
as stated in the cancellation policy, which the customer accepted when they
placed the order in the terms and conditionsThe policy states to call
customer service within the first minutes of placing the order to cancel or
modify orders that are unprocessedHowever, if the order has already
processed, you would need to return in accordance with our return and exchange
policies The customer states in this
compliant that when they contacted on December 1st, the order
was still in processing statusThis information is inaccurateAs we did
advise the customer that the order was processed and we were awaiting tracking
informationWe offered the customer our exchange
option along with the return policy to the customerThe customer was advised
that if they wanted to return the items they would need to contact us for the
Return Merchandise Authorization number The merchandise was shipped on November
30th, to the customer and received on December 2nd,
The customer contacted us on December 7th,
for the return information needed and was aware of the return policies
We advised the customer once received a refund would be issued minus the 10%
restocking fee. They requested a return
label at the $per box feeWe issued the labelAt this time, we have not
received any merchandise back on the customer’s order at this timeIf they
have shipped the order back we have not been provided with the return shipping
information and the return label has not been utilized
Regards,
Tree Classics Customer Service