Tree Classics

Thank you, thank you, thank you! 
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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 aggravation.
Have a wonderful Holiday Season!

Hello, We are sorry for the frustration that the customer has expressed with their order. As stated in the customer’s complaint, they placed an order online on January 13, 2016. The order shipped the same day to arrive on January 15, 2016. The customer stated that the wreath had been...

delivered without knowing and it sat outside. If the wreath is damaged we will provide replacement under the warranty policy. On March 31, 2016 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 policy. The customer agreed to the return label at her cost and a refund when it arrives at our return warehouse. At 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 resolved. Tree Classic 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:
1. Regarding the gaps ("flip paths"0 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 problem. We "pulled them out, positioned, and shaped them in front of the flip path," just as describe in their response to this dispute. Nothing has worked. The 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 website. Through these gaps, the plugs for the lights are clearly visible. We received one e-mail advising us to try this procedure, then when it didn't work, we called Customer Service multiple times in November. During 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 problem. In 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 side. We 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 tree. Despite 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. 
2. Regarding delivery: On their website, Tree Classics clearly states that they ship via FedEx. Please 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 warehouse. Furthermore, 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. 
3. 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 complete. This is why we have not responded to the 2 calls Tree Classics has made in the meantime. Again, prior to filing this complaint, both my husband and I spent *an entire month* attempting to resolve this matter. We 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 Classics.
This tree cost $419.77. Apologies from Tree Classics are insufficient to correct the multiple issues and poor customer service we have received from this company. Please 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 am rejecting your response because you are using the fact that you acquired Christmas Home and claim you therefore are not responsible for their products. When you acquired CH, you acquired all of it, not just the parts that suit you. It is not morally or otherwise a defense to shield you from the problems and complications of the business you acquired. I will be filing a complaint with the Consumer Protection Agency. My position remains as I first indicated: you ship the tree back to your facility to restring it or issue a refund. Your offer to provide a few strings of lights or 15% off a new product does not rectify my purchase of hundreds of dollars for a prelit tree that lasted ONE season. 
Regards,
[redacted]

Hello, While we can appreciate the customer’s frustrations, the only options the customer has to choose from at this time are to either have replacement light strands sent to them that they will have to restring themselves, or they can have 15% off of the cost of a new tree with a new warranty purchased directly from Tree Classics. The options that have been given to the customer were done so as a courtesy as we are not legally obligated to provide them with a resolution as the company they purchased from, Christmas Home, is no longer in operation. Due to that, the liabilities remain with the original company the customer purchased the tree from. At this time, the customer’s request for a refund or shipping the tree back to our facility to restring is not an option. Regards, Tree Classics Customer

[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. They have sent me a return label to ship the tree back to them (no cost to me) and will issue a full refund through paypal within 30 days of receiving the tree back. This should have been done 2 months ago. 
Thank you to the Revdex.com. Without this forum I am sure we would never have reached a suitable resolve to this situation.
Regards,
 
[redacted]

Hello,
We are sorry for the frustration the customer has expressed with
the clearance warranty process for the tree they purchased. The customer
purchased the tree on August 20th, 2014 and did not contact us for
almost four...

months to notify us of any issues. On December 4th, 2014
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 10 days of purchase and have a limited warranty of 30 days.  
We did try to work with the customer to see if we could
resolve their issue, when there is an issue with a tree, we go through a
troubleshooting process to verify the stated issue. We requested documentation to
help with a resolution.  In this
complaint, the customer is requesting the option to exchange for a higher
priced tree and have all return shipping be waived. This 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

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.
Unfortunately, due to the seasonality of the product it was impossible to notify Tree Classics of the defect prior to the expiration of the warranty.  Further, the product defects in this account go beyond standard warranty defects.  The tree was clearly defective from the time of purchase otherwise the extent of the damage would not have been so great and obvious.  Any reasonable and ethical company would recognize this and take action to correct the issue when it's so obvious that their product was below standard and clearly defective.
Regards,
[redacted]

[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. It should not have taken so many phone calls and correspondences for a defective item but ultimately they did exactly what was requested as a resolution which is fair for all parties.  If you are persistent, you eventually will get a customer service rep who is very competent at settling the issue.
Regards,
 
[redacted]