Tree Classics

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 clearance warranty process for the tree they purchasedThe customer purchased a clearance tree online on October 3rd, As the item selected was on clearance, it only came with a 30-day warrantyOn December 1st, 2015, the customer contacted us stating that they were having issues with lights throughout their tree, stating that they were scattered and uneven 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 thisAs the troubleshooting did not resolve the customer’s concern, we requested photos so that we could better understand the customer’s issueOn December 2nd, 2015, the customer emailed us the photos displaying the stated issueThe customer emailed us again on December 7th, 2015, in regards to the status of their warranty claimOur email team advised the customer that we did not have a claim submitted for a replacement tree in our system and requested that the customer contact our Customer Care center during regular business hours
The customer contacted our Customer Care center on December 11th, At that time, we apologized to the customer that we had not reached back out to them and advised them that they were outside of the 30-day clearance warranty time frameAt this time, as the customer is outside of their warranty period, we are willing to send out replacement light strands once we have them in stock as a courtesy in an attempt to resolve the customer’s lighting issue
Regards,
Tree Classics Customer Service

Hello,
We are sorry for the frustration that the customer has
expressed with their orderThe customer contacted us on November 26th,
with a lighting issueAfter receiving documentation of the customer’s
stated issue it
was determined by our warranty team that the customer would
need to donate the tree and provide us a copy of the donation receipt and we
would replace the item in full for them.
The customer elected to use the tree for Christmas as it was already
decorated and the bulbs were all lit.
The lighting issue was with an inconsistency in the color of the bulbs
On January 1st, the customer contacted us
via email to confirm that they had accepted the offered resolution and would
provide us a copy of the donation receipt once the item had been donatedOn
January 24th, we received a copy of the requested donation
receipt and advised the customer at that time that their original item was out
of stockWe provided the customer the options of waiting for the original item
to become available, or to select a different item and have a credit in the
amount of $to use towards the cost of the new itemThe customer elected
to wait until the original item became available for us to ship
On October 10th, the customer contacted us
requesting an update on the stock of their treeWe informed the customer that
we would look into it and contact them back once we had more information on the
availability of their original itemOn October 15th, we
attempted to contact the customer to advise them that we were still out of
stock at that timeThe customer returned our phone call on November 4th,
and requested to receive a full refund instead as there were not any other
trees available on our website that they likedWe advised the customer that we
would escalate the request for a refund to upper management and once we had a
response we would be in contact with the customerThe following day we
attempted to contact the customer to advise them that their request for a
refund had been denied as the order was past the day return time frame, as
outlined in our policies, which are a part of the terms and conditions agreed
to at the time of sale
On November 6th, we contacted the customer
again to inform them of the decision madeWe advised the customer that their
request for a refund had been denied and provided the options to wait for their
original item to come back in stock or they could select a different item and
have a credit to use towards the new itemThe customer declined both options,
stating that they would just like a refundWe advised that their request had
been denied and we would be unable to process the refundOn December 16th,
we received an email from the customer again requesting a refund and also
stating that they had seen their original tree available on our website and
wanted to know why we had not sent a replacement yetWe responded to the email
and advised the customer that we would escalate the issue and have the stock
verified in our warehouseWe advised the customer that we could not make any
guarantees that the tree would be sent out immediately, but we would do our
best to ensure that their tree was replaced
On January 10th, a replacement order was placed
for the customer’s original tree as we had verified stock of the itemWe
regret that it took this long to send out the replacement tree after the
customer’s latest request for a refund was declined. The customer refused the shipment on January
15th, and the item was returned to our warehouse on January 20th,
On February 12th, the customer contacted us again and requested
to speak with a supervisor in regards to their concernWe advised the customer
that we had attempted to replace the item once we had verified that we had it
in stock, but the replacement order was refusedWe apologized to the customer
for how long it took for us to receive inventory of their original item, and
again advised them that we had attempted to replace the tree
At this time, as we had done as originally requested by the
customer and attempted to replace their tree with the same one once it became
available, the customer has the options of either having us reship the original
item or they can select a different item that is currently available and have a
credit of $to use towards the new purchaseWe did reach out to this
customer again to discuss their options with them, and they have continued to
decline to have their tree replaced with a new one or to select a different one
Regards,
Tree Classics Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowThe company stated that they were not aware of this complaint which is false They have been contacted numerous times with this issue I spoke to Keith who said he was the customer service manager I was told by Keith that he was going to forward the issue to corporate and someone would get back to me which didn't happen This is not a warranty issue that I am trying to resolve We have made numerous attempts to contact the company throughout the years and even more once the replacement parts that they had sent also did not work properly Not once have I received a phone call back when told that someone would contact me We feel as though this company scammed us by not returning any phone calls and then saying it is too late to provide a refund of a product that never worked They give you days but if you never hear from a single person how are you supposed to resolve the issue? Attempts were made to contact the company numerous times throughout the year even well within the day noticeThe company stated in their response that a supervisor reached out to us, that absolutely did not happen I have never once received a phone call or even an email during this entire ordeal After the replacement parts were sent out, they were contacted to be told that the replacement parts did not work properly as well They stated that they hadn't been contacted until December which is also incorrectAgain, they were contacted after we received the new parts, within the day deadline, and many times throughout the year as well to try and resolve the issue It feels as if the company purposely does not contact anyone back so that way they can say customers do not contact them within the days so they don't have to issue a refund
As for offering us discounts at the website as a resolution, why in the world would ever send this company another dime? There are hundreds of negative reviews all across the web on this company all detailing the same thing They get your money from their defective product, stall until the day refund window is up, lie and lead you on that this will resolve itself when in reality they have no desire to rectify the situation I want my money back that they scammed me out of and promised to refund back to my account years ago already!
Regards,
*** ***

Hello,
We are sorry for the frustration the customer has expressed
with the clearance warranty process for the trees they purchasedThe customer purchased two clearance trees, one on September 7th, and the second on October 16th, On September 22nd, 2014, the customer contacted us stating that they were having issues with lights in one section of their tree purchased on September 7th, along with foliage issues within the same section. 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 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 partOn October 1st, 2014, the customer contacted us to see if we had any update on their replacement sectionWe informed the customer that the request had been submitted and advised that as soon as we had an update, we would follow up with the customerOn October 8th, 2014, our warehouse informed us that they would be sending out the part and requested that we follow up with the customerThe next day, we contacted the customer and advised them that their replacement section would be shipping soonThe section shipped out on October 13th, 2014, and was delivered to the address provided by the customer on October 17th,
The customer did not contact us again until December 15th, to notify us that they were still having the same issues with their treeIt was at that time that they notified us that they stated that they were also having the same issues with the second tree that they had purchased on October 16th, 2014.We advised the customer that they were out of warranty by date as the original items only came with a 30-day clearance warranty for both lights and foliage and offered to send out light strands at no cost to the customer in an attempt to fix their issueThe customer accepted this option and on December 21st, 2015, an order was placed for replacement light strands
On December 30th, the customer contacted us and stated that they were not satisfied with the resolution that we had provided to themThey requested that they be able to return their item and receive a refundWe advised the customer that they were outside of the return time frame and were ineligible for a refundAt this time, as we have provided the customer with replacement light strands at no cost outside of their warranty time frame, we feel this matter to be resolved
Regards,
Tree Classics Customer Service

Hello,
In our previous response we did apologize for not responding to the customer’s complaint sooner as we were not aware of the complaintThis is in reference to the Revdex.com complaint that the customer had filed and is not a statement implying that we were not aware of their concerns otherwiseAs stated in the customer’s complaint, when the customer contacted us on December 3rd, stating that they were having issues with lights in a couple of sections in their tree, we offered to replace the sections that were needed as the customer was within the warranty time frameWe followed up with the customer to let them know that their replacement sections were out of stock and would need to be manufactured in our off seasonThe customer accepted this option, to receive the replacement sections in the fall of that year and did not inquire on a refund until July 14th, when they contacted us to get an update in regards to the replacement sectionsThe customer’s request for a refund was denied because the customer purchased their tree on November 18th, and was outside of the day return periodOur return policy states that a customer has days from the date of receipt or by December 25th, whichever comes first, to initiate a return for a refundAs the customer did not ask to be refunded for their purchase when they were offered the warranty option and requested a refund until after the first days of receiving the product, they are ineligible for a refundAt this time, we are still willing to honor the offer of a full tree replacement to ensure the customer has a full working product, but a refund is not an option Regards, Tree Classics Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowFirst of all, I want to be clearI paid over $for the tree I purchased from Tree ClassicsMy expectation was that I would receive a quality tree at this price that my family would enjoy for yearsThat goal has never changedThat is why we attempted to work with this company for over a month to resolve the issues associated with the treeI initially *did not* want to go through the hassle of returning the tree, paying for shipping and a restocking fee, choosing a new tree, and so forthI wanted THIS tree to workIt is important that you consider my responses to their rebuttal in that context.
Tree Classics insists that I have not attempted to reposition the branches of the tree I purchased from them, yet I have followed every single instruction they describe in their responseIn fact, I have done so from the very first e-mail I received from them on Novand from the numerous calls with their Customer Service department in the weeks that followedBecause my efforts to get them to honor their 30-day warranty were futile, I have tried to salvage the tree for this holiday seasonHowever, the large gaps remain in the tree despite these efforts, requiring me to make the additional purchase of two bolts of wide ribbon and additional large ornaments that I tried to insert in among the branches to hide this defectFurthermore, since setting the tree up, two sections of lights have stopped working, and the tree has begun to lean noticeably to one sideI am beyond frustratedThis is clearly a defective treeI stand by my claim that Tree Classics did nothing on my behalf to rectify the issue with shipping beyond sending me a faulty URL to track my orderSaying that their warehouse did not provide the correct phone number to their shipping company is no excuse for the additional time and effort I had to make to hunt down my treeFor the price I paid as well as the customer satisfaction they promise on their website, this was an unacceptable responseMy understanding of the reply I received from the Revdex.com when filing this dispute was that I was not to communicate with Tree ClassicsIf I misunderstood this directive, I take responsibility for thatI do not, however, see that speaking again with Tree Classics in the midst of the investigation would have resolved the problem any further since they had already been unwilling to take action for a number of the weeksIt seemed most prudent to let the Revdex.com process take its courseIf at this point, Tree Classics is willing to honor their warranty and repair or replace this tree, I will be happy to move forwardIf their intent is to continue refusing to take any responsibility for this incredibly frustrating experience, I see no point in wasting additional time or life energy for a fruitless outcome
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Tree Classics has offered to provide 'lights' to resolve the issue or offer 15% off a new treeI have attached photos of the tree to show how extensive the problem isThis is not a matter of a bad string of lights as more than half the tree (which advertised more than lights) is not working and is not acceptableFurther, this is not a cheap tree as it advertised at more than $1200.
If Tree Classics wants to replace the lights, we would be happy with them shipping their tree to their factory and having their tree lighting professionals replace the multiple strings of lights that no longer work as well as determine and repair the cause of failure
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Hi,
We have reviewed this complaint, and as we have determined that because the customer was told they would receive a full refund when they first contacted us, we will honor that The customer purchased the tree through PayPal, and PayPal only permits a refund to be
issued for the first days after a purchase, so for this reason we again have to issue a check We will be issuing this check, in the amount of $203.99, to the customer and expect it to be processed this week (the week of 4/7/14) We apologize for the both the mis-shipment, and that a full credit was not originally issued when the customer was told that this is what would happen We regret the inconvenience this has caused
Regards,
Tree Classics Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowAs stated in the company's response, they are correct we did contact them within the days of the original purchase to let them know that the pieces did not work correctly Agai, after finally getting a hold of someone, they agreed to send out replacement parts The company then shipped out the replacement parts the following fall When the new parts were received they also did not work correctly We immediately tried contacting the company which would have been within the day deadline and we were unable to get a hold of anyone Eventually a customer service rep said that someone would be in contact with us That never happened After numerous attempts made to get a hold of someone to help us with our situation we were unsuccessful That is now why we are asking for a refund for the product that does not work correctly Numerous attempts were made to contact the company within a reasonable time After finally getting in contact with a manager, *** told us that they have no way of contacting corporate office through the phone and he would have someone from corporate contact us Again this never happened At his point we would just like a refund We contacted the company numerous times within the correct time frame How are we supposed to do anything within their allotted time frame if you can't get a hold of anyoneWe aren't exactly happy with the full tree replacement at this time because when we tried getting replacement parts they were still defected If they allow us to get a tree but with no warranty, what happens if that replacement doesn't work Then again there is no resolution to the problem
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response from the business is grossly inaccurateI did not receive my tree until December so there is no way that a replacement part was delivered on that dateThey are also grossly inaccurate with dates and times of phone messages and accuracy of those messagesI have all dates, times, and customer service names recordedThis company is taking advantage of customersThey have refused to call me back and have even disconnected me when I asked to speak to a supervisorI will wait for the 3rd replacement part, which is said to arrive this summerIf the 3rd replacement part is defective, I only hope that something is done so that this company is not left to take advantage of customers with no recourse
Regards,
*** ***

As stated in our previous response, we are sorry for the frustration the customer has expressed with their orderAfter reviewing the customer’s complaint further, we have decided to honor their request and provide them with no charge return labels to return their orderWe will have a supervisor reach out to the customer to notify them of this resolutionOnce the item has been received back by our warehouse, a full refund will be issued back to the customer’s account used for the purchase
Regards,
Tree Classics Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Why on earth do I have to settle for extra sets of lights sent to me when I paid $700+ for this tree, regardless of the return policy? They obviously sell defective merchandise, don't stand behind the product and don't make exceptions to a return policy when necessary I have attached the final picture of the tree, used only one season, once all of the ornaments were removed and the board we used to level it was removed What a horrible company

Terrible. Do not buy a tree from them. I ordered two trees in one week. Over $1000 (got on sale near holidays). First tree fine. Second tree lights did not work. Sent an email, no response. Called and got someone after about 20 minutes. Told me I had to call back that day to get some return number so j would get a new section. Told her we ordered for a party we were gaving in new house. Needed tree ASAP. No go. Been trying to call to figure out. On hold for 30+ minutes several times snd just hangs up on you. No tree for party. Put a sign up for all 300 guests to see " do not buy from Treeclassics.com".
Sent three additional emails and continue to call. No response and no answer. D NOT buy from this company. Better service elsewhere. If they would ever contact me I would send all trees back so as not to be associated with their inferior customer service. People deserve better. And you sell christmas trees. You should be ashamed of yourselves, Treeclassics.com. Will tell everyone I know yo avoid.

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]
I have attached just a snapshot of the most recent responses I have gotten from this company (text only), notice they say twice someone will me in contact with me......no one has even once. And no one ever tried to "troubeshoot" the problem either via phone or email.  I can provide the same pictures I sent them to you, the Revdex.com.  Saying the area rug that is 8ft in diameter that is under the tree is causing it to be crooked is completely false.  If Tree Classics would like, I can move the tree off of the rug so they can see the rug as nothing to do with the crookedness OR the burnt out lights.  I also have a picture of my husband restringing the lights that burnt out after 10 days.  Let's face it, this is a defective tree and no matter what excuse they come up with, it was never right from the beginning and if you were a reputable company and cared about your customer service, you'd say, "this is outside our policy, but what can we do to fix this for you and make it right?"  Why would I take all this time and take all these photos if I was making it up? I have better things to do with my time.  This tree cost over $700 and for someone to just say, "you're out of luck"  is unacceptable.  Also, they have a store pictured on line at the Tree Classics website.  I used to live 5 minutes away when I lived in WI.  Do you mean to tell me it's a fake front and that there is no contact number for any owner/president/ CEO?  All reputable companies would provide this........obviously, this one is NOT.  I hope you feel good knowing that you did absolutely nothing to try and resolve this.  I will gather all the pictures I have throughout this process and send an attachment with them next to the Revdex.com.  This is really unbelievable.  WORST service ever on a $700+ purchase.  It's shameful.

Hello,
We are sorry to hear of the problems the customer has
expressed in this review.  With that
said, we are very confident that there is no warranty problem with the
tree.  As the customer states, there is a
gap in each...

side of the tree.  The tree
comes this way because a gap is required to allow the flip tree to flip into
place.  The gap is called the flip path,
and the pole of the tree needs to move through that path so that the tree is
positioned correctly - it can’t move into place if there are branches in the
way.  Once the tree has been properly
positioned, the branches are designed to then be pulled out, positioned, and
shaped in front of the flip path to give the tree a natural appearance.  Based on the pictures the customer has
provided, it is clear the customer has not done this, in spite of several
attempts to explain this to the customer. 
We have not had any other customers experience a problem with these gaps
as they understand how to fill them in, and thus no disclaimer is needed.
In regards to the shipping, we are sorry to hear there were
problems.  We gave the number provided to
us by the customer to our warehouse, who then made arrangements with the
shipping company.  If the warehouse
provided the wrong number to the shipping company (Seko), we apologize.  We did request the customer contact the Seko
directly because that would have been the quickest resolution.  The customer is required to speak to the
shipping company to arrange a time for delivery, so we would not have been able
to schedule the delivery even if we contacted them about the phone number
(which we weren't aware was incorrect).
We have continued to contact the customer to try and find a
resolution, but our last several messages have been unanswered.  If the customer does call us back, we can see
if we can find a resolution.
Regards,
Tree Classics Customer Service

Hello,
We are sorry for the frustration the customer has expressed with
their order. The customer placed an order online for a tree, a tree storage bag
and a tree skirt. The information in this complaint is different than the
customer...

provided to our customer service department. The customer called us on
12/02/14 and stated they did not refuse the package but FedEx did not allow
them to inspect the item and just took it upon themselves to return it to us.
In this complaint the customer states they did refuse the package when FedEx
Upon delivery. As stated in the return policy there is a $75.00 refusal fee.
Our policies, which are a part of our terms and conditions agreed to at the
time of sale, outline this. As this fee was waived and the customer wanted the
item reshipped we honored the request. The item was out of stock and not able
to be resent. We offered the customer the option of choosing an alternate item
or receiving a refund. The customer understood with the refund option the
coupon would no longer apply as the order would be under the allotted amount
of $550.00 the coupon was for. The customer still chose the refund to be applied
and we advised the credit of $99.99 minus the $50.00 coupon = a refund of
$49.99.  The refund has been applied to the customer's order. 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 exchange process. On November 28th, 2014 the customer contacted
us wanting to exchange the original order he placed on November 19th,
2014...

for a taller tree. The 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 price. The customer requested that we send them the return
labels at $50.00 per box. We apologize for the delay in the label being sent to
the customer, as we didn’t provide the label until December 8th,
2014.  The tracking shows the customer
used it on December 13th, 2014. 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 $50.00. 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

Hi,
We regret how this customer issue was handled. When this
customer issue was submitted internally for resolution, a mistake was made which
resulted in a delay in processing the request and issuing the labels, and the customer
was told in...

error that the incorrect parts would need to be received back prior
to shipping the correct parts. As a matter of policy we do not require
customers to ship incorrect parts back to us prior to shipping the correct
ones, and our turnaround time for issuing labels is much faster than what this customer
experienced. We apologize for the errors. The customer has elected to return
the merchandise, and upon receipt we will issue a full refund waiving the
return shipping and restocking fees.
Regards,
Tree Classics Customer Service

Hello,
We are sorry for the frustration the customer has expressed in
regards to placing their order online. As stated in the complaint, the customer
placed the order online and then attempted to cancel the order thirteen hours...

after
ordering.  We advised the customer that
the order could no longer be canceled as it was processed and pending shipment.
When the customer originally contacted us it was outside of the cancellation
time-frame, which is 30 minutes and is stated as part of our terms and
conditions customers agree to when placing an order.  Once the order has been processed, it needs
to be returned in accordance with our return and exchange policies which the
customer also agrees to at the time the order is placed. The customer also
quotes this in his complaint which means they knew where to locate the
information.  
The customer states in this compliant that when they
contacted on December 6st, 2014 the order was still in processing
status. This information is inaccurate. As we did advise the customer that the
order was processed and we were awaiting tracking information. We advised the customer of our return policy on both occasions, the
second time reiterating our return policy to avoid refusal fees of $75.00 per
box, as they implied they would stop the package from being delivered.  The 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 December 7th, 2014 to the customer and received on December 10th,
2014. The customer decided to refuse the shipment on
December 10th, 2014 by contacting FedEx to return the tree. We have
received the tree back at this time and refunded the order minus the 10%
restocking fee and one $75.00 refusal fee as the customer stated they read in
the return policies online.  On December
16th, 2014 we issued the customer a partial refund to the account.
At this time we feel the matter is resolved.
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.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]