Balsam Hill, LLC

Initial Business Response / [redacted] (1000, 5, 2015/12/24) */ Hello, We are sorry for the frustration that the customer has expressed with their orderAs stated in the customer's complaint, they placed an order online for an artificial Christmas tree on November 22nd, On November 27th, 2015, the customer contacted us in regards to the status of their orderWe advised the customer that the item had been sent out with our freight shipping partner due to the weight and the estimated delivery time frame would be seven to ten business days On December 2nd, 2015, our warehouse notified us that they were out of stock at the originating warehouse and had rerouted the order to a different one in an attempt to get the product sent out to the customerWe attempted to reach out to the customer on December 4th, to inform them of this, but were unsuccessful in doing soThe customer contacted us by email on December 8th, to express their frustration with the delay in the shipment of their orderAt that time, we advised the customer that we had filled their order but our shipping partner had been unable to process the order for immediate movement from our warehouseWe included the tracking number for the order and advised that it could be 24-hours before the customer would see any movement on the shipment of the item The customer's order was picked up on December 10th, from our warehouse and was delivered to the address listed on the order on December 14th, In the customer's complaint, they ask for a refund on the shipping chargesAs they selected the option for free FedEx ground shipping, there is not anything to refundAt this time, as we have not been contacted by the customer since December 8th, and the order has been delivered, we feel this matter to be resolved Regards, Balsam Hill Customer Service

I was a first time customer of Balsam Hill and now, no longer a customer of Balsam HillThe tree I ordered was received promptly; however, it was defective Both the remote receiver unit connected to the light strings, and the color light string did not workI called customer service and talked to a gentleman who help me diagnose the problems and said he would get approval to send out a replacement tree immediately I didn't hear anything for a couple of days so I called customer service again and was able to talk with a very nice lady after waiting about minutes for a call back She indicated they could not replace the tree now as it was sold out but she would be very happy to provide me with a similar tree for an additional $ Hmmm...seems they are happy to make more money off a defective product rather than create a satisfied customer I kindly thanked her but said noThe product itself was in their "most realistic" line and looked beautiful when set up Set up itself was very easyInterestingly, when I called the shipper to arrange pickup for the return, they indicated that I was one of many customers returning trees to Balsam Hill I would say they are having a problem they don't want to make public or deal with regarding their products I certainly won't buy from them againFirst and last time

Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ Hello, We are sorry for the frustration the customer has expressed with their treeOn December 12th, 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 the customer states in this complaint they were frustrated with the process of receiving a replacement sectionThe customer received the replacement section on December 18th, The customer contacted us on December 30th to advise us that the replacement section received was damagedWe apologized for the mishap and we advised the customer we would send another replacement section, but it would have to be in our off-season due to we would have to have it manufactured, as stated in the warranty policyThe customer contacted us on July 28th, to check the status of their replacement sectionWe advised the customer that our replacement sections are due to start shipping to customers in August of and they should be receiving their section before longThe customer understood and accepted this information We have taken note of this complaint and will have a supervisor contact the customer to discuss the matter Regards, Balsam Hill Customer Service

Initial Business Response / [redacted] (1000, 6, 2014/12/23) */ Hello, We are sorry for the frustration the customer has expressed with their treeThe customer ordered their tree in January of In this complaint the customer states they have had issues with the tree since they first assembled it almost months laterWe did not hear from the customer until December of when they called to express dissatisfaction with the look of the tree overall and declined to do warranty on the tree as they wanted to return insteadWe advised the customer, as they were outside of the day return timeframe, as stated in the return policyOur policies, which are a part of our terms and conditions agreed to at the time of sale, outline thisWe advised the customer a return was not an option but we were happy to resolve any issues through warrantyThe customer declined this optionThe next time we had contact from the customer was in September of when they contacted us pertaining to wanting to be removed from the mailing listOn October 6th, the customer contacted us to follow up on the request of being removed from the mailing list for the catalogs and mentioned the leaning of the treeWe requested documentation from the customer to confirm the issue and determine a resolutionAfter reviewing the documentation provided by the customer, the resolution was for the customer to donate their tree and we could replace itAt this time we are waiting for the donation receipt and we will send a replacement tree once it is received Regards, Balsam Hill Customer Service Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Balsam Hill was aware of the Manufacturing Defects with the pre-lit Christmas tree I purchased from the start in December 2012; the tree leans significantly and the pre-strung, wired on lights were not distributled evenly on the tree at the time it was manufacturedThere were over a dozen contacts and follow ups with this company where their customer service was insulting and made no valid offer to have the tree repaired or replacedBalsam Hill shows photos online of this product being lush and full, which is entirely misleading and deceivingThe cheap PE plastic used for this tree smells and the tips of the branches break off very easilyAt the time of sale I was told the tree was 100% PE which it is notMy original complaint and requested resolution standsThey have my address and they can send me a Refund CheckI have no intention of accepting a replacement tree for this company's inferior product Final Business Response / [redacted] (4000, 10, 2015/01/19) */ Hello, As stated in our previous response, we are sorry for the frustration the customer has expressed with their tree, and that the level of customer service they have received has not met expectationsWhile troubleshooting the problems it was never our intention to make the customer feel like we thought they did not know how to set up their tree The customer ordered their tree in January of We did not hear from the customer until December of when they called to express dissatisfaction with the look of the tree overall and declined to do warranty on the tree as they wanted to return insteadWe advised the customer they were outside of the day return time frame, as stated in the return policyOur policies, which are a part of our terms and conditions agreed to at the time of sale, outline this On October 6th, the customer contacted us to request to be removed from our mailing list and made mention again of the issues that they had with their treeWe requested documentation from the customer to confirm the issue and determine a resolutionAfter reviewing the documentation provided by the customer, the resolution was for the customer to donate their tree and we could replace itUntil we receive a copy of the donation receipt we are unable to move forward with warranty processHaving the customer return the tree for a full refund two years after it was purchased is not an option, just as it was not option when they first contacted us eleven months after purchasing the item Regards, Balsam Hill Customer Service Final Consumer Response / [redacted] (4200, 12, 2015/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company provides customers with advertising of their actual products by doctoring online product photos and they provide customers with information about their warranty policies; insinuating that they will honor a return/exchange on products with manufacturing defects The Sales representative I dealt with never even suggested that I do anything other than check the sections of the tree to make sure the lights were functioning after it arrivedThat's exactly what I did and then I put the tree box in my closet for storage until December In December 2012, I provided Balsam Hill with information concerning significant manufacturing defects with their productBalsam Hill's customer service representatives chose to ingore the issues, demean me and string me along for over years, avoiding the issuesThey only agreed to have me send the phoroa I had taken in January 2013, after they had a good idea that I was going to file this Revdex.com complaintAnd it was only after filing this Revdex.com complaint that they finally offered to do what they should have done back in December of Well, that's just years too late Two years of not having a decent tree to display, because the Balsam Hill Tree that I received is defective$wasted on an cheap, low quality product that doesn't look like the online photo Why would I want to accept a replacement tree from this corrupt company? This Revdex.com Complaint should be an outstanding, permanent blemish on this company's record to help protect other consumers

Initial Business Response / [redacted] (1000, 8, 2014/12/26) */ Hello, We are sorry for the frustration the customer has expressed with their treeWhen there is an issue with a tree, we go through a troubleshooting process to verify the stated issueThe reason we do this is because often times a stated issue is nothing more than a 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 thisThe customer states in this complaint that they have contacted us multiple times with no resolution to the issueThis information is not accurate, as we have requested documentation to confirm the issue and determine the sections affected for a resolutionThe customer has responded and advised us, as it is close to Christmas the tree is now decorated and will send the documentation after the holidaysOnce we have the information needed we will move forward in the warranty process to resolve the issue 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, Balsam Hill Customer Service

I purchase separate trees The first tree purchased had multiple lights non functional and was unable to get working Second tree had same problem plus branches unscrewed from trunk upon receipt I returned both trees Lot of cost to me for what I thought we quality trees Would never purchase again nor recommend anyone else to purchase

Initial Business Response / [redacted] (1000, 6, 2015/12/22) */ Hello, We are sorry for the frustration the customer has expressed with their orderAs stated in the customer's complaint, they placed an order online on December 3rd, and contacted us via phone in an attempt to change the item that was originally orderedBy the time that our Customer Care team received the customer's request to change the order, the order had already been processed and could not be changed as it was outside of the thirty minute time frame that we have available to us before an order is processed by our warehouseOur policies, which are a part of the terms and conditions accepted at the time of the sale, outline this information We offered to exchange the tree for a different one, which means placing a new order upfront for the new item, or advised the customer that if they did not want the item they would be subject to the standard return policyWe advised the customer not to refuse the package upon delivery as they would be charged a $refusal fee and told them that we would send them no charge return labels insteadThe email with the return label was sent to the customer on December 3rd, In the email it does state that the label is free of charge On December 4th, 2015, the customer was notified via email that we had processed their order and had a corresponding tracking numberWe advised the customer in the email that our shipping partner was having a difficult time processing all orders for immediate movementWe provided the information that the tracking number, which was uploaded to the customer's order on December 3rd, 2015, may not show any tracking progress for 24-hoursThe customer responded to the email and requested that we cancel their order and issue a refundWe informed the customer again that we were unable to do so as the order had already been processedOn December 5th, 2015, the customer contacted us via phone and requested yet again that we cancel their orderWe informed the customer that we would not be able to cancel the order for a refund and provided the information that return labels had already been sent to the customer for use once they receive the item On December 10th, the customer's order was delivered at the address listed on the orderThe customer contacted us that day to say that they wanted to return the itemAs of December 22nd, 2015, the return labels that were sent to the customer have not been usedWe did have a supervisor follow up with the customer to see if they were still interested in returning the item for a full refundThe customer stated that they had decided to keep the tree and would not be returning the item for a refundAt this time, as the customer has decided to keep the item instead, we feel this matter to be resolved Regards, Balsam Hill Customer Service Complaint Response Date bumped because: Holiday

Complaint: [redacted] I am rejecting this response because: At no time was I EVER offered an option of a replacement tree or a refundThe last notice I received from the company stated that they weer escalating my issue to upper managementI have been awaiting ANY response from their "upper" managementI am assuming they were closed for the holiday season.Sincerely, [redacted]

WARNING!!!! DO NOT PURCHASE TREES FROM THIS COMPANY I will tell you that the customer service is the worst we have ever experienced We purchased a tree from them and it was too narrow We have attempted to have this tree returned In the meantime, they put in another order for a larger tree They use diversion techniques constantly Telling us we have to wait hours for phone calls, return labels, etc While not receiving anything They did not send us any return labels We have spent countless hours on the phone with them and also on their live chat We have been disconnected, disrespected, & they refuse to put us in touch with a supervisor We still have the first tree which we have been trying to get rid of for a week and a half They have not refunded our money, but they were willing to take our money for another tree as well We are $into this and after a week, we were able to get a bill of lading, but no carrierThey wanted us to drag this massive tree to fedex ourselvesRidiculous Then when I asked them to fax the label, after giving them alternate emails to no avail, we were told they do not have a fax What kind of business is this? We then received the 2nd tree and immediately upon opening, realized that this has been repackaged and looked as though it had been used But in good faith, because of all the issues we had with the first one, we put this tree up It is defective The lights do not work, save for one strand In attempting to contact them several times, we were treated rudely We again wanted to speak to a supervisor to no avail We were told that their warehouse was closedwe did not ask for a warehousewe asked for a supervisor Again more diversion techniques I am certain now that not only is this product defective, it was probably returned by someone for being defective...indicative of the way it was packed We are so disappointed, especially after paying a high-end price for such a poor experience from a company We plan on contacting the Revdex.com to report this as well If you consider buying from them I recommend that you go to YELP and see all the same types of reviews as what I have mentioned I wished I had done that before ordering this tree You would be wise to consider going elsewhere

Dear [redacted] *., My client’s issue has not been resolved and I hereby request this matter to be investigated furtherBalsam Hill’s 18’ High Rockefeller Pine Indoor/Outdoor Tree (the “product”) was purchased in good faith to serve its advertised purpose of being an indoor/outdoor holiday decorationMy client adhered to Balsam Hill’s Assembly, Use, & Care Instructions Guide when assembling the product and contacted Customer Service when it discovered the pole was in fact “bent or damaged”Balsam Hill’s accusation of my client neglecting the product is unsubstantiated as it has failed to legitimately explain how my client was supposed to use the product in lieu of assembling the indoor/outdoor product as instructed by its guidelinesShould you have any questions and/or concerns, please do not hesitate to contact meBest Regards, On Behalf of [redacted]

Complaint: [redacted] I am rejecting the response because my client had no other choice but to purchase a new Christmas tree. Had Balsam Hill accommodated my client when the issue was first raised on November 14, 2016, this may have solved the problem. Unfortunately, they did not offer any accommodation at all.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/12/29) */ Hello, We are sorry for the frustration the customer has expressed regarding the lighting in the tree. The customer contacted us on December 16th, 2014 regarding lighting not working in sections of their tree. As the customer... purchased the tree in November of 2010, agreeing to the three year light warranty, they do not have a warranty at this time. We advised the customer they were outside of the warranty time-frame for the lighting for their tree. After completing troubleshooting as a courtesy and reviewing the documentation the customer provided, we decided we would send a replacement light strand to the customer, also as a courtesy. The light strand was shipped on 12/15/14 and delivered to the customer on 12/19/14. The customer states in this complaint that they contacted us multiple times with no resolution to the issue. This information is not accurate, as we sent them a light strand which would resolve the stated issue. Furthermore, the customer states they were originally going to purchase a newer tree with LED lights prior to this issue occurring and now feel they should receive compensation or discounts towards the purchase. As the products can be used without the lights the customer is more than welcome to remove them and still have longevity from the current tree or purchase a replacement section matching the current lighting options. As the tree is no longer under warranty, we already offered the customer more than what we are obligated to do. Regards, Balsam Hill Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ Hello, We are sorry for the frustration the customer has expressed with their orderOn November 2nd, the customer placed an order online for a treeThe tree was shipped out the following day and was delivered on November 4th, according to the tracking informationThe customer contacted us on November 11th, to check on the status of their orderWe provided the customer with the tracking information and advised that we were showing that the item was deliveredThe customer stated that they had checked everywhere and were still unable to locate their order On November 13th, 2015, we started a trace with FedEx to locate the missing packageWhen speaking with FedEx, it was determined that the package was sent to the incorrect addressWe scheduled a call tag with FedEx to have the item picked up from the incorrect location and forwarded to the address provided to us by the customerOn November 17th, FedEx attempted to pick up the item at the incorrect location but were unable to do so, stating that the item was lostThe customer contacted us again on November 20th, to let us know that they still had not received their order and requested an updateWe informed the customer that the item had been lost and we would be sending out a replacementOn November 21st, a new order was placed for the customer and two-day shipping was included to ensure that the customer received their tree before Thanksgiving On November 25th, we reached out to the customer to confirm that their replacement order was deliveredAs the customer has confirmed that they have received their replacement, we feel this matter to be resolved Regards, Balsam Hill Customer Service Final Business Response / [redacted] (1000, 9, 2015/12/16) */ Case#XXXXXXXX/ [redacted] Hello, First, please disregard our previous response to this complaintIn error, a response for a different customer was submitted to this case We are sorry for the frustration the customer has expressed with their orderAt this time we have further reviewed the customer's complaint and have determined to grant their request of replacing the two defective sections to their treeAs the tree was purchased on December 26th, 2011, the sections will need to be manufactured during the off season and sent to the customer in summer We apologize for any inconvenience this has caused the customerWe are committed to ensuring the customer will have a fully functioning tree for the holiday seasonWe will reach out to the customer to provide them with the resolution Regards, Balsam Hill Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/01/21) */ Hello, We are sorry for the frustration the customer has expressed with the wreath that they orderedOn December 5th, the customer contacted us to let us know that his wreath takes D-Cell batteries instead of the AA batteries indicated online and requested that we issue a refund for the cost that it would take for the customer to purchase rechargeable D-Cell batteries with a charger packWe advised the customer that we would look into this and follow up with the customer As stated in the customer's complaint the customer did follow up with us on December 8th, and the agent he spoke with agreed to submit a request for a refund in the amount of $After the request for the refund was submitted we made a few attempts to contact the customer to request photos of the battery pack as all of the information we had available to us stated that the wreath only required AA batteriesWhen the customer contacted us on December 15th, to check on the status of the refund we informed him we would need photos of the battery pack, which the customer agreed to send in As of December 19th, a refund in the amount of $was issued back to the customer's account used for their purchaseSince the requested amount has been refunded and we have received no further contact from the customer we consider this matter to be resolved Regards, Balsam Hill Customer Service

Hello, We are sorry for the frustration the customer has expressed with their orderAs stated in the customer’s complaint, they placed an order online with Balsam Hill on December 4th for an artificial Fraser Fir Christmas Tree The customer first contacted Balsam Hill via phone support on December 4th in an attempt to cancel the order in question, however the customer reached us after the minute cancellation window had expiredWe informed the customer that at that time it was already past our cancellation time frame, the customer insisted that we cancel the orderThe customer agreed to all terms and conditions at the time of placing the orderAt this time we have not heard back from the customer, and we have received no merchandise back We have been in no further contact with the customer; therefore no return has been requested at this timeThe order was shipped using tracking number [redacted] on 12/05/and delivered on 12/06/The customer has not contacted us since they were advised that they were outside of the cancellation time window on December 4th The customer was not successful in charging back with their credit card therefore they have filed this complaint with the Revdex.com in an attempt to get a refund that is not due Regards, Balsam Hill Customer Service

Complaint: [redacted] I am rejecting this response because: for the same reasons I initially stated; I am suppose to accept a promise of a fix in the Fall of 2017, I trusted the promise when I purchased the tree for $1300+ and it lasted one year, under warranty, but no parts available? the idea that sending us a string of LED lights is somehow suppose to replace the is ludicrous and insulting, as stated before, provide a return shipping package and I will gladly return the string of lightsI do not trust the company to fulfill their pledge Sincerely, [redacted]

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 with an issue concerning one of the garlands from their order, which was covered under warrantyAfter troubleshooting, it was determined the customer needed a replacement garlandWe placed the replacement order and it shipped to the customer on December 9th, and was received on December 12th, As the customer has received a replacement of the original item purchased and we have not heard back from them at this time, we 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.) We emailed and told you there are garlands not working and we sent you photos these garlands are defective in the method of wiring as I stated previously If you replace the that are not working, the issue will be closed Here is the email we sent to you and you did not respond: > From: > Date: December 15, at 1:32:PM MST > To: [redacted] @balsamhill.com > Subject: Garlands not working > > Hi, I spoke to a customer service representative today regarding the broken garlandsPlease see pictures of garlands brokenPlease let me know how soon you are going to replace them > Thanks, > Final Business Response / [redacted] (4000, 9, 2015/01/20) */ Hello, We are sorry for the frustration the customer has expressed with the warranty processOn December 5th, 2014, the customer contacted us with an issue concerning one of the garlands from their order, which was covered under warrantyAfter troubleshooting, it was determined the customer needed a replacement garlandWe placed the replacement order and it shipped to the customer on December 9th, and was received on December 12th, As the customer has received a replacement of the original item purchased and we have not heard back from them at this time, we consider the 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.) Balsam Hill did as they said and sent the replacement garlandsGreat company! thank you!

We purchased a 15' tree from Balsam Hill, the tree fell apart quickly We called customer service and filed a case, we did this times before someone called us back They proimised to send replacement parts asap The parts never showed up, and after many calls we found out that they didnt actually have the parts and never sent them, of course nobody let us know We called customer service again, they lost our case and asked us to refile a new case, which we did This time they promised to talk to a manager about replacing our tree since they didnt have replacement parts, they promised to call us the next day They never called back, so we called them again, again our case was lost and they asked us to file a new case! This has been a month now, and Xmas is right around the corner! I have never seen or dealt with such a terrible customer service program Buyers Beware! Products are faulty and no customer service to back them!

[redacted] is still in warranty, will replacement in off seasonReally***How can Revdex.com give them an A+?

I purchased a tree from Balsam Hill and when I set it up the tree would not lightThe instructions caution you about plugging the lights into an outlet directThey tell you not to unplug the lights from the receiverThe remote would not control the receiver but the remote would light up making it look like a problem with the receiverI tested the remote battery and it was not up to the voltage ratingI contacted Balsam Hill Customer Service explaining my problem expecting them to be helpful, instead they laughed at me for expecting them to send me a new battery to verify that was the problemThey told me to go out and buy a new battery and if that did not fix the problem to get back with them for a return or warranty claim but batteries are not included under warrantyAll this over a seven dollar battery? I may return the hole tree within my day periodI would never buy from this company again