Balsam Hill, LLC

"Buyer beware, Balsam Hill doesn't care." We were completely let down by Balsam Hill's quality and serviceTheir customer service representatives are unwilling to fix mistakes the company makesWe ordered a tree thinking it would hold up to the quality Balsam Hill claims, and it came with two types of lights on itIt was awful looking! I spent over three hours on the phone/chat begging [redacted] from customer service to please expedite the shipping of my replacement tree as I had a Christmas party this weekendHe insisted that since we chose free standard shipping the first time, that we could not have the replacement sent with faster shippingAfter hours of talking, he only offered to throw in some scented ornamentsI would have much preferred that he help me out with the shipping or at least sympathize with my dilemmaI asked if I could speak with someone above him and he said noBalsam Hill has now ruined our Christmas party and wouldn't even ship the tree faster for us to get it in timeUnacceptableI have never worked with a company that would not expedite the shipping of replacement parts when it was completely their faultYes, I paid standard shipping, but that was because I could wait 3-days the first timeNow I have no tree and company comingI need the tree nowWhat an inconvenience to meThis guarantee is directly from their website: "For foliage and lighting issues, we will work with you to find the quickest and easiest solution and are pleased to send a replacement of any damaged or malfunctioning partIf a replacement part is available, an order for it will be immediately placed for arrival within business days." I can tell you this process has not been "quick" or "easy"We checked with the representative and replacement parts were available, so I would love for Balsam Hill to explain why they cannot stand by their guarantee stated above and send me replacement parts to arrive WITHIN BUSINESS DAYSI cannot do business with a company that does not stand by their word and you shouldn't eitherThe tree is not worth the troubles ensuedIf you cannot stand by your guarantees as a company, then I suggest you remove this language from your websiteThe day after this incident, I called customer service again and the supervisor I spoke to told me they could have upgraded my shipping since they had inconvenienced me, but unfortunately it was to late to change the order because it was already being processedIn the meantime, we are still waiting for confirmation of shipment of our replacement treeunless something happens to convince me otherwise, this is my last Balsam Hill purchaseBuyer beware#BuyerBewareBalsamHillDoesntCare #BalsamHillNeverAgain #BalsamHillWorstCompanyEver

Hello, As stated in our previous responses, the customer is set to receive a replacement section in the fall of and has received a replacement strand of lights as a temporary resolutionOur Warranty Policy states online that if your product is no longer available for sale on our website or has been redesigned, the parts will likely have to be manufacturedAs the tree was out of stock prior to the customer contacting us for assistance, the replacement section was also unavailable and would need to be manufacturedWe apologize that the resolution is not satisfactory to the customer and apologize for the issues experiencedWe are working to service the customer’s product under the Warranty Policy agreement that they agreed to at the time of purchaseAs we are fulfilling our warranty on the customer’s merchandise, we feel the matter to be resolved Please see our Warranty Policy by following the link below for further clarification: [redacted] Regards, Balsam Hill Customer Service

Initial Business Response / [redacted] (1000, 5, 2014/12/01) */ Hello, We are sorry for the frustration the customer has expressed regarding the lighting in the treeThe customer contacted us on December 12th, regarding one strand not working in a section and felt the product was defective 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 defectIn this instance, the customer did not allow us to complete troubleshooting and instead saying they wanted to return the treeIf customer wants to return a tree without verifying an issue with the product, then they are subject to our standard return policyWe will not make exceptions to the policy without verifying a product is defective as being claimed Ultimately, the customer filed a chargeback in December and while we were awaiting response on the outcome of the case from the credit card company, the customer continued to call us on multiple occasions, demanding we send her free labels to return the treeWe advised the customer free labels were not an option without the customer completing the troubleshooting or sending us documentation of pictures showing an issueThe only option we have is to offer the standard return policyOur policies, which are a part of our terms and conditions agreed to at the time of sale, outline this As the initial chargeback was resolved in our favor, we were willing to continue to work with the customer to resolve the issueThe customer contacted us on January 14th, requesting free return labels againAt this time, we again advised the customer that they were able to continue with the warranty process but were now outside of the return time-frame allowed, as stated in the return policyWe did advise the customer, as a courtesy we would make a one-time exception and allow them to return the merchandise with a 20% return feeThe customer refused these optionsThe customer continued to call and email our customer service department, and as she was disrespectful towards the representatives, we had to cease all communications with the customer In the end, the customer filed five chargebacks which were all resolved in our favorWe feel that five chargebacks decided in our favor clearly illustrates we have acted in good faithWe are willing to continue to work with the customer through the warranty process to resolve the issue if the customer can be courteous of our representatives and provide the documentation neededFurthermore, it has been two years since the customer purchased the tree, at this time the customer is outside of the return time-frame, which is days or before December 24th (whichever comes first) Regards, Balsam Hill Customer Service Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I purchase from many companies online and have never had a problem like thisThis company was more disrespectful to me as a customer as I have ever experienced! They are being dishonest in their response and as you can see they are completely inflexibleThe tree is defectiveI have a masters degree and this is not my first artificial treeThere is NO PLUG IN THE TOP OF THE TREE THAT CONNECTS WITH THE BOTTOM ELECTRICITYI DidTroubleshoot the tree with their customer service representative! They wanted me to call back during their very limited troubleshooting department during a time I would be at workI thought it would be unreasonable to ask me to take a day off work to be home during the hours their technicians were availableIt was defective, it arrived that way, and I simply wanted to return the treeIt was too close to Christmas to go through the process they were suggesting considering THE PRODUCT ARRIVED DEFECTIVEAdditionally, if they had good faith and were a reputable company, they would have offered to send out another tree even if they charged my account and then issue a refund when the defective tree was receivedI WOULD HAVE AGREED TO THAT AND THAT IS WHAT OTHER REPUTABLE COMPANIES HAVE DONE IN SIMILAR CIRCUMSTANCESI don't know where these people are from but they are abwhen it comes to customer relationsThe American Express chargeback DOES NOT demonstrate anything other than they dug in their heels to prove a point while manipulating the facts and refused to resolve the matter with their customerThe or times I disputed the case with Amex illustrates the validity and sincerity of my complaint AND that Amex could not believe this company's response considering the facts which is why they allowed me to continue to reopen the dispute, I also uploaded pictures for them to see that the top of the tree would not lightIt didn't matterThese people are complete nuts! I simply want to return the tree for a refundI am not clear from their response what if anything they are willing to do at this point Final Business Response / [redacted] (4000, 9, 2014/12/17) */ Hello, As stated in our prior response, we are willing to work with the customer under the warranty option to resolve the lighting issue in which they are expressing concern in this complaintIf the customer would like to contact our Customer Service Department we would be more than happy to assist in troubleshooting the tree further or processing through the warrantyIf the customer is only looking for the refund as stated in the complaint, which is not an option as it has been two years since the customer purchased the tree, at this time the customer is outside of the return timeframe, which is days or before December 24th (whichever comes first) Regards, Balsam Hill Customer Service Final Consumer Response / [redacted] (4200, 11, 2014/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is further evidence that this company is unprofessional and unethicalI could understand their position if I failed to promptly contact them about the defective treeI IMMEDIATELY contacted the company's customer service department the day it was received to let them know that the top part of the tree would not light because it was manufactured improperly (male/female plug did not match)(By the way, I have had a professional electrician look at the treeIt IS defective.)....Of course I was upset at the time that this company refused to take the tree backTypically American companies don't treat their customers this wayI have never had this experience with ANY retailer ever! The company's response to my complaint through this process is unreasonable and I obviously reject itThey have already stated in their response they will not take the tree back under any circumstancesI already have a Christmas tree now and don't need another oneI have already spent enough time asking this company to do the right thingAgain they have refusedI only hope that my experience will serve as a warning to other potential customersBalsam Hill management is wrong in this situation and they know itBuyer.....PLEASE beware! Consumer Response / [redacted] (2000, 17, 2015/01/09) */ 1-5- Sent via email: Ms*** I just wanted to let you know this matter was resolvedAmerican Express has credited my account for the defective Christmas tree

Initial Business Response / [redacted] (1000, 8, 2015/02/26) */ Hello, We are sorry for the frustration the customer has expressed with their orderOn January 21st, the customer contacted us to let us know that they had not received the support bar for the storage bag they ordered online on November 18th, As the item was covered under warranty we offered to submit the concern to our warranty department for a resolution On January 25th, the customer contacted us via email inquiring about the status of their warranty claimWe informed the customer that we were still working on it and would update them as soon as we had more informationThe customer followed up with us on January 28th, requesting another update on their claimThe agent that they spoke with stated that they would need to look into it and would contact the customer back as soon as they had a responseOn January 29th, the agent attempted to follow up with the customer to advise them that the item was out of stock and that we did not have the needed part available to send to the customer at that timeThe customer returned the agent's call on February 3rd, and was provided with the information about their claimWe apologized for the time it had taken to provide the customer with a resolution and presented the customer with the options of waiting for the needed part to come back in stock for us to send or receiving a full refund for the itemThe customer elected to receive a full refund On February 3rd, a full refund in the amount of $was issued back to the customer's account used for the purchaseAs the item has been refunded in full we feel this matter to be resolved at this time Regards, Balsam Hill Customer Service Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/02/26) */ 2-26- Sent via email: Here is the text of an email I sent to you guys on 2/17: Balsam Hill recently contacted me and refunded the money for the defective product However, it is obvious to me based on my own experience and now seeing on line reviews on various sites about this business, that they routinely refuse to refund money unless and until a customer takes the time to either file a complaint with Revdex.com and/or write a lot of negative reviewsThen, in an effort to avoid a bad rating, they will finally capitulate and do what they should have done in the first placeIt troubles me that they use the Revdex.com name and rating (now they say is B+) on their website to reassure customers that they are a good company from which to purchase productsAlthough they have refunded my money, that does not change the fact that it took many hours of my time and a formal complaint to achieve thatMany people would not have the time to pursue them in this way and would never get a refund for defective productsI do not know how you do your ratings, but there is no way this company should be a B+I routinely purchase products from on line retailers and this company is a real outlier in terms of how they treat consumers/handle problems with their products

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 with Balsam Hill on November 26th for an artificial BH Fraser Fir Tree with clear lighting The customer had originally placed an alternate order for a Fraser Fir without lights on November 18th The customer had contacted us on November 26th to let us know they did not like the lack of lighting, so they wished to return that tree and purchase another Fraser Fir with lightsWe generated an easy return label using tracking number [redacted] and sent this to the customers email for ease of useThe customer shipped the tree back on December 6th and it arrived at our warehouse on December 12th A full refund for the order was issued for this order in the amount of $ The customer contacted us on December 24th inquiring about the second refund for the Fraser Fir with Clear lighting that they had returnedWe let the customer know we had no record of the customer requesting a return label and no return shipping information for this order in our systemAt this point we requested return tracking information as the customer would have had to return it with their own return shipping labelIn this situation it is the customer’s responsibility to record the return tracking number and provide it to us so we have documentation of the returnWithout the customer providing us with this tracking number it is impossible for us to verify a return that did not use our return labelsThe customer provided us with the tracking number [redacted] from the easy return label we had sent them to return the previous order for a Fraser Fir without lightingWe explained that this tracking number had been used to return the previous order for a full refundThe customer stated that they had used this label to return both itemsWe let the customer know this was impossible as FedEx requires a separate tracking number for each package before they will ship it; therefore it was impossible for it to be returned to us using the same tracking numberThe customer requested to be transferred to one of our supervisorsOur supervisor re explained that we would need the return tracking number they used to return the product so we could refund themThe customer let us know that they were going to attempt to locate this tracking number before disconnecting this call The customer reached out to us via our chat support on January 16th At this time they inquired about the status of their refund againWe told them at this time we would need the return tracking number for the returned product to validate the return as we had no documentation to verify the item had been returned On January 16th the customer contacted us via phone support to inquire about her refund; they let us know that they did not have additional tracking informationHowever they insisted they had sent this additional tree back to us using the same tracking number [redacted] In an effort to best assist the customer we reached out to FedEx to check on the return shipment to ensure the customer had not returned the item using the same tracking informationAt this time FedEx looked into the return shipment and verified that it had only been one tree returnedThey had no information on another package being returned to us from this customerWe relayed this information to the customer once again and let them know we would need the return tracking number they used to return the product as we had no documentation and FedEx verified that it was not multiple items using the same tracking number The customer reached out to us again on February 5th to ask about the status of the refundWe let the customer know once again that we would need the tracking number they used to return the second order before we could issue a refund On February 13th the customer reached out to us again to let us know they were still expecting a refund We let the customer know that we would need the tracking number for the second order returned to us as we had already verified the tracking number [redacted] had only been used on the original orderThe customer insisted they had returned it, however now they let us know that FedEx told them that it had been returned to us and signed for but FedEx would not provide the customer with the return tracking numberAt this time we let the customer know we would check with FedEx once again to see if they had any additional information so we could verify the return We contacted FedEx on February 13th to inquire about an additional product being returned to us from this customerWe spoke with FedEx leadership at this time to ensure the quality of the information we were being provided was thereFedEx looked for any pickups from the customer to us in their systemThey found the one order that had been returned and refunded previously; they verified that the customer had not returned any additional merchandise to us On February 13th we reached out to the customer to relay the information FedEx had provided us withThe customer did not answer at this time so we left the necessary information via email and requested a call back at the customer’s earliest convenience The customer contacted us on February 20th in response to the voicemail we had left for themWe explained that we had verified that nothing else had been returned with FedEx leadershipWe also explained that they would need to provide us with an additional tracking number for the returned product if they still wanted to be refundedThe customer let us know they understood what we were saying, but also stated they would never order from us again The customer reached out to us again on February 28th to inquire about the status of their refundWe let them know at this time without an additional tracking number we would be unable to refund them as we had no way to verify a return took place As the customer has no accurate return tracking information to provide us with to verify an additional return took place we are unable to issue a refund as we cannot validate the returnWe have assisted the customer to the best of our ability by contacting FedEx on their behalf multiple timesFedEx verified that the customer had not made any additional returns during each conversationAt this time we feel the customer is attempting to get a refund for an item that has not been returned to usWe have received no accurate tracking information from the customer, so we feel the issue to be resolved Regards, Balsam Hill Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ Hello, We apologize for the frustration the customer has expressed regarding their orderIn this complaint the customer is stating they received a current seasonal catalog in the mail on 2010, which is inaccurate as our first catalog was not created until Prior to 2013, the product could only be viewed on our websiteThe customer also states we did not disclose the clearance policy for the tree at any timeHowever, our policies outline our guidelines for clearance items and are stated clearly on our websiteThe customer placed an order online, on November 1st, for a clearance tree with a limited day warranty, which the customer accepted as part of our terms and conditions at the time of purchase The customer contacted us by email on January 12, 2011, over days after the order was receivedThe customers email stated: "When I took down my tree after Christmas one of the braces on the stand had broken loose, the weld gave way, Is it possible to get another stand?" We notified the customer by email on January 13, 2011, that a replacement stand was being shippedWe did not hear back from the customer for over a year and nine months regarding any further concerns on their order On October 29th, the customer contacted us to request replacement bulbs to be sent for the tree as they did not receive the initial replacements upon deliveryAt this time, the customer also informed us they received a green tree stand in January 2011, instead of a white oneWe apologized and reshipped the correct tree stand to the customerWe informed the customer as a final courtesy, we would send replacement bulbs since the tree was a clearance product and no warranty was available on the tree after days of the initial purchase date In this complaint the customer also states they contacted us on July 7th, regarding the foliage of their treeThis information is inaccurateThe customer contacted us on November 7th, expressing their concern with the foliage on their treeSince this was the first time the customer had advised us of the concern regarding the foliage, we advised that they could send in pictures of their concern to see if a recommendation could be provided for the customer to resolve on their own as there was no warranty availableAt no time did we advise the customer a replacement tree would be sentAdditionally, the customer requested again for replacement bulbs to be sent at no charge under warranty for more burned out bulbs they had on their treeWe advised them that they would need to purchase any replacement bulbs neededThe customer understood this informationWe confirmed the replacement bulbs needed and placed the order for the customerOn November 17th, the customer contacted us to advise the replacement bulbs received were not the right onesWe apologized and resent the correct replacement bulbs to the customer to ensure they received the correct ones On June 29th, the customer contacted us to confirm we received pictures of their tree and requested a warranty resolutionWe advised the customer we did not see any pictures and again went over the clearance warranty policyWe advised the customer again that the tree is not under warranty As the customer received the courtesy replacement bulbs and the tree stand we feel the matter to be resolvedFurthermore, as the order is already almost five years beyond the return and warranty time-frames, we have already provided the customer more than what we are obligated to do Regards, Balsam Hill Customer Service Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am somewhat confused as how I got the mailer for the tree, from which I ordered the treeAs to the order being a clearance item, never was this brought up until June of this yearI have a copy of the order and under description is the following: 60Denali White Christmas Tree 7.5' Full 61" MultiXXXXXXXX @Second line FREE Included Tree Storage Bag(s) to fit your treeNO WHERE ON THE RECEIPT DOES IT SAY CLEARANCE ITEM! I will gladly provide a copy of this receipt My concern is that they lead me to believe they were going to send another tree in February of I was strung along for almost a year before any action came forthWhen I inquired this past June as to the status of the claim, I was told they never got the original email with the requested pictures, reason being "most likely their internet was inactive at the time"Never was the subject of a clearance item (tree) brought up until June 29, They had a claim number on file, why didn't they attempt to settle and close out the claim? The company has an obligation to work with the complaint in a timely manner, not wait from November until June 29, 2015, for a decision Balsam Hill Customer Representative [redacted] called me on August 11, 2015, and discusses the catalogue and other mailings with meI confirmed that I felt I had ordered from a mailer or catalog that I received in the mail [redacted] then offered me a 10% discount toward the purchase of another treeWhy would I buy another tree under the circumstances that have occurred over this period of time? Here is the order of telephone conservations regarding the tree claim 11-20, 2014, via telephone with customer service Rep ***, in which he gave me a claim number, requested pictures of the tree [redacted] informed me the claim would be sent to the warrantee department for disposition 12- 29, 2014, email sent with pictures as requested 6-29-2015, via telephone I inquired with customer service Rep [redacted] as the claim? [redacted] informed me they had never received the pictures of the tree; I then resent via email the original email with the picturesLater in the day I contacted the company Rep [redacted] then informed me the tree was a clearance item and had only a day warrantee In reference to the lights & tree stand replacement, it attest to the fact that the company is negligent in due diligence, getting these replaced items in accordance with the original tree order, thus eliminating the need to resend these itemsI believe these issues are an example of the why this claim is in the hands of a third partyThis claim was set aside for almost a year without any action, as the claim was issued a number on November 2014, thus putting the company on notice All the other before mentioned in their response is just fluff to avoid the real issue, the warrantee and replacement of this defected tree Final Business Response / [redacted] (4000, 9, 2015/08/28) */ Hello, As stated in our previous response, we apologize for the frustration the customer has expressed regarding their orderThe customer placed an order online, on November 1st, for a clearance treeAt the time the order was placed, the tree came with a limited day warranty, which the customer accepted as part of our terms and conditions at the time of purchaseIn this complaint, the customer states we did not disclose the clearance policy for the tree on her invoiceProducts are clearly marked as clearance items on our site at the time of purchase, and we do not specify in our invoices whether or not a product was purchased as a clearance item We are sorry that the customer feels their concern was not answered in a timely mannerAs the tree was not under warranty, we offered the customer the option to send pictures for us to review as a courtesy in the hope that we might be able to identify what was wrongOur hope was that we could provide information to the customer that would allow them to fix the problem themselves, but unfortunately we were unable to determine the source of the problemThe claim number that was issued to the customer in November was not regarding this problemWe sent the customer some replacement lights in November, 2012, and the customer told us when they contacted us in November, that we had sent them the wrong lightsAlthough two years had passed [redacted] they reported this problem, we shipped them additional lights, also as a courtesy as the tree is not under warranty Furthermore, on August 11th, we contacted the customer to discuss their concernsAt this time, we offered the customer the option of buying another tree with a discount of 10% as an additional courtesy, since they were unhappy that they had purchased a clearance itemThe customer refused this optionAs the order is already almost five years beyond the return and warranty time-frames, we have already done all that we can for the customer and more than we are obligated to do.If the customer were to change their mind we can still offer a new tree at a 10% discount, but beyond that there is nothing further we can do to assist this customer Regards, Balsam Hill Customer Service Final Consumer Response / [redacted] (4200, 11, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) As is evidence per my receipt submitted it does not indicate a clearance itemThis business can submit all the fluff they can conjure up, but the bottom line is they sold me a tree that does not meet their standard advertised warranteeI purchased this tree in good faith and the record shows there were problems from the onsetAny delay on my part for warrantee assistance was due to the seasonal nature of the trees useMy request is that the tree be replaced or refund would be acceptable,

Initial Business Response / [redacted] (1000, 5, 2015/02/03) */ Hello, We are sorry for the frustration the customer has expressed with the process of their orderThe customer placed an order online on January 13th, On January 16th, the customer contacted us in regards to the status of their orderWe informed the customer that we had received notification from our warehouse that the tree was out of stockWe provided the customer with the options of receiving a full refund or selecting a different tree with 10% off the cost of the new tree due to the inconvenienceThe customer selected to cancel the order and receive a refundOn January 20th, a refund in the amount of $was issued to the customer's account used for the purchaseAs a full refund has been issued and the customer has been provided the option of a 10% customer care credit off of a future purchase we feel this matter to be resolved Regards, Balsam Hill Customer Service

Initial Business Response / [redacted] (1000, 9, 2015/02/05) */ Hello, We are sorry for the frustrations the customer has expressed with their treeThe customer contacted us by email on December 12th, regarding their tree leaningWhen 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 fluffing issue or something else minor which is easily adjusted to resolve an issue, and is not an actual defectOur policies, which are a part of our terms and conditions agreed to at the time of sale, outline thisAfter reviewing the documentation that the customer provided to us, it was determined that a replacement stand was needed to resolve the issue On January 12th, 2015, the customer contacted us by email again and requested that we review the information once more as the replacement tree stand they were provided did not resolve the issue of the tree leaningAfter further review of the customer's warranty claim we requested that the customer donate their tree and provide us with a copy of the donation receipt at which point we would replace the product in fullAs the customer expressed concern in receiving a tree with the same issue we did advise them that they could select a different item and have the amount they paid as a credit towards the cost of the new itemThe customer declined this option and requested to return the tree As of February 2nd, 2015, the customer's request to return the tree has been approvedOnce the item has been returned to our warehouse a full refund [redacted] be issued to the customer's account used for the purchaseAt this time, as we have honored the customer's request to return their item, we feel this matter to be resolved Regards, Balsam Hill Customer Service Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/02/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you - this is the outcome that I would expect from a company like Balsam HillThe tree has been shipped back using their shipping labelAs of February 20, 2015, I have yet to receive the credit to my accountI [redacted] contact them to confirm if there is any problem with the credit

Initial Business Response / [redacted] (1000, 6, 2016/01/20) */ Hello, We are sorry for the frustration the customer has expressed with their ordersThe customer originally placed an order online for an artificial white Christmas tree on November 13th, forOn November 24th, 2015, the customer contacted us in regards to their white tree turning yellowAs the tree was covered by warranty, we determined that a replacement tree was needed and a request was submitted for a replacement On November 30th, 2015, an order was placed for a replacement tree for the customer and was shipped out on December 1st, On December 2nd, the customer contacted us in regards to the replacement tree arrivingThe customer stated that they were unsure as to whether or not their warranty was going to be approved, so they had ordered the same tree on November 23rd, and had already received that oneThey stated that they did not need two trees and, under the direction of our shipping partner, had refused the second orderWe advised the customer that we typically charge a $refusal fee, but under the circumstances, agreed to waive the fee for the customerWe confirmed that once we received the refused tree back, we would issue a refund on the order that was placed on November 23rd, On December 7th, 2015, the customer contacted us about the status of their refundWe confirmed that we had received the item back at our warehouse and were working on issuing the refundWe did advise the customer that due to the time of year, we were delayed on processing refunds, but assured them that we were working on itThe customer followed up with us again on December 26th, 2015, as they still had not received their refundWe apologized to the customer for the delay, and advised them that a partial refund in the amount of $had been issued back to the customer's account used for the purchaseAs the amount of the refund was incorrect, a case was submitted by an agent to have the remaining $refunded As of January 19th, 2016, the remaining amount of $has been refunded to the customer's account used for the purchaseWe apologize for any inconvenience this may have caused and regret the time it has taken to resolve their issueAt this time, as the customer has been refunded in full for the replacement order that was placed on November 23rd, 2015, we feel this matter to be resolved Regards, Balsam Hill Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/12/29) */ Hello, We are sorry for the frustration the customer has expressed with their orderOn December 1st, 2015, the customer contacted us and stated that they were having issues using a coupon code that they had been sent for $off of their purchaseSince the customer had been trying to use the coupon code online we offered to take customer's order over the phone and apply the code on our endThe customer accepted the offer and the order was placed over the phone by a representativeThat same day the customer contacted us back to let us know that they had been charged the full amount of $for their wreath instead of the $that they had been advised it would be after the coupon codeWe apologized to the customer and informed them that the coupon code had not been applied to the orderWe verified that the code the customer was trying to use was valid and advised the customer that we would submit a request to have the $refunded to the card used for the purchase On December 15th, 2015, a refund was issued in the amount of $back to the customer's card used for the purchaseAt this time, as the customer has been refunded the amount of the coupon, we feel this matter to be resolved Regards, Balsam Hill Customer Service

I would have to write a novel to describe how poor the customer service policy is of this companyI received a defective tree, spent minutes on chat troubleshooting it to determine it was not fixable, tried to return it, was told I needed to take pictures and then wait for the "warranty department" to process my request, called customer service and was called a liar because they couldn't find evidence of the minute chat and was told I needed to PAY $to return the tree that didn't work I am not exaggerating This company is terrible!

Initial Business Response / [redacted] (1000, 5, 2015/01/21) */ Hello, We are sorry for the frustration the customer has expressed with their orderThe customer placed an order online on December 7th, On December 12th, the customer contacted us and advised us that one of the candles she had ordered was not workingWe went through the troubleshooting and determined that the customer needed a replacement candleWe offered to submit the issue to our warranty team but the customer elected to return the candles instead due to the time frame in which it would take us to resolve the issue under warrantyOn December 18th, we emailed the customer a return label to return the defective product at no costOn December 29th, we were notified by the customer that she had not received her return label at all and another return label was generated and emailed to the customer on January 1st, We have since received the items back and a full refund was issued to the customer's card that was used on January 7th, Since the items have been returned and a full refund has been issued we feel this matter to be resolved Regards, Balsam Hill Customer Service

Initial Business Response / [redacted] (1000, 5, 2014/12/23) */ Hello, We are sorry for the frustration the customer has expressed with the warranty processOn December 5th, 2014, the customer contacted us through email with an issue concerning the wreath with the battery pack on their order, which was covered under warrantyWhen we attempted to reply to the customer we received an automated email response that they did not accept emails unless approved The customer requested to have the wreath replaced due to the issue and we complied with the request and sent a replacement wreath on December 10th, and the customer received it on December 12th, We have not heard from the customer at this time and consider the matter to be resolved Regards, Balsam Hill Customer Service Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is dishonestI do not have any sort of filtering on my emailI work in IT and set up my email server myselfThe week long response times from them is not a matter of technology getting in the way but of limited staffiillustrated by hundreds and hundreds of complaints on social media about the exact same thing I got their email and responded to it immediatelyIt took a week to get a response each timeI've responded to every email including the one where they said they would send a replacement (I responded within minutes)Not sure what they want me to do with the other wreath- there was no return mailerIf they don't want it back I can donate it to a local shelter or something but just need to know Final Business Response / [redacted] (4000, 9, 2015/01/19) */ Hello, We are sorry for the frustration the customer has expressed with the warranty processThe customer emailed us on December 5th, regarding an issue with the battery pack on the wreath that they had orderedA replacement wreath was ordered on December 9th, and shipped out the following day In the complaint the customer made mention that they were unsure of what to do with the original wreath that they had received since there was not a return label included with the replacement itemThe customer is welcome to donate the wreath to a local shelter or dispose of the item as they see fitAt this point in time, since no further contact has been received from the customer and the wreath has been replaced, we feel this matter to be resolved Regards, Balsam Hill Customer Service Final Consumer Response / [redacted] (2000, 11, 2015/01/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ Hello, We are sorry for the frustration the customer has expressed with the shipment of their orderThe customer placed an order online on December 3rd, with ground shippingOn December 9th, the customer contacted us to verify whether or not their order had shipped and requested tracking informationWe advised the customer that the order had been shipped and provided them with the tracking information we had on fileWe informed the customer that the estimated delivery date was set for December 10th, On December 11th, the customer contacted us again to inquire about the delivery of their order as the tracking originally reflected the estimated date of December 10th, for delivery, but it had not arrived yetWe ensured the customer that their order had been shipped, apologized for the frustration, and submitted a request to our warehouse for a status update on their order The customer contacted us again on December 12th, in regards to the shipment of their treeWe advised that we had been informed that our shipper was experiencing a delay with uploading items into their system and processing them for immediate movementWe confirmed again that we had submitted the request to our warehouse and as soon as we had more information in regards to their order, we would follow up On December 20th, 2015, our warehouse notified us that the item was out of stock and had not shippedWe made a few attempts to reach the customer on December 21st, 2015, December 22nd, 2015, and December 23rd, 2015, but were unable to reach the customerAs stated in the customer's complaint, they did receive an email from us on December 21st, in regards to their tree being out of stock We do apologize for any inconvenience this may have caused the customerAs of January 5th, 2015, we have issued a refund for the out of stock item back to the customer's card used for the purchaseUltimately, the customer has filed a chargeback with their financial institution and we are awaiting the outcome Regards, Balsam Hill Customer Service

Complaint: [redacted] I am rejecting this response because: I have provided proof of return via Fedex tracking number and showing date of receipt and name of receiverWhat more do you need? Its not true that they said it is too late to cancelThey accepted the cancellation on the phobmne because the charge was unauthorized but they shipped anywayNow they are just lying and harassing me.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2014/12/30) */ Hello, We are sorry for the frustration the customer has expressed with their orderThe customer placed an order online on January 2nd, On December 1st, the customer contacted us and advised the tree had an issue with the base being damagedAs the tree is covered under warranty, we advised the customer it was currently out of stock but provided the customer the option to wait until the tree became available for us to send a replacement tree as the customer was outside of the return time-frameWe reached the customer after multiple attempts on December 16th, to offer the option of a refund as the tree was still not available to sendThe customer accepted thisUltimately, we issued a full refund as the tree was not available to shipOn December 16th, we issued a full refund to the customer's accountAt this time we consider the matter resolved Regards, Balsam Hill Customer Service Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted] I am rejecting this response because: as I have previously stated, a string of led lights I can obtain from Harbor Fright as a free gift with a purchase of $does not actually work on a tree with over lights and the top half does not work?, the broken item was as described with pictures provided to Balsam Hill a simple ring of plastic, the replacement cost would be perhaps $ I am extremely disappointed that I must keep a $tree that does not work with nothing but a letter via the Revdex.com, from Balsam Hills stating the problem will be fixed in the Fall of 2017, we have been attempting to have them address the problem, since we reported it to them on December 1st of 2016, with nothing but auto responses! Balsam hills web site state a year light guarantee, as we purchased this thing in 2015, even under their now pronounced three year warranty, the lighting is defective and I have absolutely no faith they will follow through with any suggested resolution in the Fall of this year- they are asking that I dismiss my complaint based upon a non existent customer service, with nothing more but a statement, the defective part will be corrected in the Fall of this year?Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/01/21) */ Hello, We are sorry for the frustration the customer has expressed with their treeOn December 5th, the customer contacted us with a lighting issue in a section of their treeThe tree is covered under warranty and after troubleshooting, it was determined a replacement section was neededAs we did not have stock for the needed section we advised the customer that we would have to have it manufactured for them in the off season, which the customer agreed to The customer received the replacement section on August 19th, On December 6th, the customer contacted us to let us know that the replacement section that we had sent to them was not workingWe went through the troubleshooting to make sure it wasn't an issue that we could resolve and determined another replacement section was neededWe apologized for the mishap and requested another replacement section for the customerOn December 26th, the customer was notified that the replacement section was out of stockThe customer agreed to be sent another replacement section in summer As the customer has been notified that the section will be replaced and has agreed to proceed with the warranty process we feel this matter to be resolved at this time Regards, Balsam Hill Customer Service Initial Consumer Rebuttal / [redacted] (4200, 15, 2015/02/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this resutionI was contacted by a representative for further troubleshooting, essentially going over everything again that we had previously discussedI told them I was promised a delivery the week of December The representative said they saw that in the file and would find out why it took so long and that they would get back to meI was told specifically that there were trees of my model number currently in stockI told them this is the exact scenario that happened the year beforeThere were trees in stock and then all of a sudden they were out and I wouldn't get the replacement until the summerBased on other complaints and my own previous experience, I stated that I had every inclination to believe that this same scenario would happen again and in that case I would just like a refund since this has become ridiculousThey said that with all the trees in stock, there should be no reason why I wouldn't get itCheck their records of the conversationsThey've agreed with everything I have said so far and yet they come back with this rebuttal it of context? That's unprofessionalIf this company took my statement as an acceptance of this resolution, then it is further evidence of their poor customer serviceWhen I made the initial complaint in November of 2013, they should have gone in the warehouse, opened another box and given me the replacementInstead, they got my money, continued to sell these trees to other customers, and left me waitingIt's just poor business managementThe live customer representatives have tried to be accommodating and each one has agreed that situation had not been fair to the customerAgain, go back to the logs and it will show I have been more than fair about thisThe company's practices are disappointing and I am not the first to have stated thisAny other serious business would not take a customer's $and give them the runaround for two yearsIt's not as though the tree was functional and suddenly was inoperableI have NEVER had a functional treeIt has been two years, $900, and I have yet to receive what I paid forAny other business that did that would be called a scam Final Business Response / [redacted] (4000, 17, 2015/03/13) */ Hello, Due to the customer's situation we have further reviewed their warranty claim and determined that they may donate their tree and provide us a copy of the donation receiptOnce we have received a copy of the donation receipt an order will be placed for a replacement treeThe customer may elect to have their tree replaced with the same item, or they may select a different tree and have a credit in the amount of $to use towards that purchaseIf the new item is more expensive, the customer will be responsible for any difference in priceAt this time, a refund is no longer an option as the customer is outside of the day return timeframe as outlined in our policies, which are a part of the terms and conditions accepted at the time of purchaseWe will have a supervisor contact the customer to discuss the options available Regards, Balsam Hill Customer Service

Hello, We apologize for frustrations the customer has experienced with their orderThe customer placed their original order November 21st, for a BH Blue Spruce Tree On November 29th the customer contacted us to let us know the top section of their tree had some of the light strands outThe customer completed various troubleshooting steps with our agent in an attempt to fix the issue with the lightingAfter this was not successful we set up a case to have our back office refund the customer’s 2-Day Shipping as the item did not arrive working in the designated time frameWe also set up a full tree warranty replacement to send the customer a brand new working tree The customer reached out to us again on November 30th to see what was going on with the warranty claim they had previously filedAt this time we advised the customer that the full tree replacement was out of stock, but it would be sent out to them as soon as we had it back in our inventory On November 30th the customer reached out to us againThe customer inquired about the warranty claim they had previously filed with usAt this time we let the customer know that it would be sent out to them as soon as we had it back in our inventoryOn November 30th we issued the refund for the 2-Day Air in the amount of $At this point we sent the customer no cost return shipping labels to return the damaged tree to us as well The full tree replacement came back into stock, so we shipped it to the customer on December 1st and it arrived on December 05, using tracking number [redacted] We did not hear back about any issues from the customer until December 31st At this point the customer attempted to return the full warranty product for a refundWe let the customer know that it was outside of the return time frame established by our return policyAs per our return policy “If you are not completely satisfied with your Balsam Hill™ purchase, you can return or exchange the product within days of receipt or prior to December (whichever comes first).” The customer received the product on December 5th 2017; this gave the customer days to return this product within the return policyInstead the customer did not contact us for a return until after Christmas which is against our policy, therefore no return for a refund can be accepted As the customer can not return the merchandise in question for a refund, we feel the matter has been resolved Regards, Balsam Hill Customer Service

Balsam hill trees are nice if they worked but they don't.The lights on the first tree did not workAfter being walked through trouble shooting they still did not workThey sent another tree and it had the same problemsI will not ever buy from them again