Balsam Hill, LLC

Initial Business Response /* (1000, 8, 2015/12/08) */
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
Initial Consumer Rebuttal /* (2000, 10, 2015/12/10) */
Hello,
I have received the product from Balsam HillNo further action is needed
Thank you,
*** ***

Initial Business Response /* (1000, 5, 2014/12/05) */
Hello,
We are sorry for the frustration the customer has expressed regarding the lighting in the treeThe customer contacted us on November 16th, regarding one strand not working in a sectionWhen there is an issue with a tree,
we go through a troubleshooting process to verify the stated issueThe reason we do this is because often times a stated issue is nothing more than a loose bulb or something else minor which is easily adjusted to resolve an issue, and is not an actual defectOur policies, which are a part of our terms and conditions agreed to at the time of sale, outline thisAfter completing troubleshooting and reviewing the documentation the customer provided, we determined a replacement section would be sent to the customerThe customer refused this option, requesting we replace the entire treeThe customer wanted to upgrade the tree to the newer version with the removable master bulb, as he feels we redesigned the trees due to poor light designsThe customer states in this complaint that he has had issues with his tree for three years, receiving replacement sections each time and we advised him he will no longer have an option for assistance next year with the lightsThis information is not accurateWe are always improving our products and quality of design, as any other company does to offer updated technology to our customersPart of the redesign to the and newer trees was the power pole option and removable master bulbsAs the customer purchased the tree in December of 2012, agreeing to the three year light warranty, he does have a warranty at this timeWe are happy to continue with the warranty resolution of replacing the section as we provided to the customer
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2014/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The problem is that the master bulbs do not last very long and they are not replaceableOnce they go bad you have remove and replace the entire strands affected or the entire section This year is our third year to have this tree and we have YET to have a fully functional tree at Christmas! Because the masterbulbs keep burning out!! Since I filed the complaint in November we now have two MORE masterbulbs that have burned out effecting the top and midfle sections We hardly have any lights lit in the top and middle sections nowWe paid a few hundred dollars more to get a tree with lights as our health makes it hard to put the lights onTaking the strands off and replacing them is not an option and would take many hours and a lot of work, work we paid extra not to do!! When they send the replacement sections they come in the spring!! We also didn't buy this tree for Easter, but ChristmasNow they will have to replace both the top and middle sectionsThey have now made the master bulbs replaceable Because of all our trouble and them having to replace 2/of the tree we would like the replacement tree to have the replaceable bulbsAs we have had no luck with the old design we don't want the same problems , would anyone ?? If we had the new design we could just replace the masterbulb and go on and have a fully lit tree at Christmas
Final Business Response /* (4000, 9, 2015/01/12) */
Hello,
As stated in our previous response, we are sorry for the frustration the customer has expressed regarding the warranty processThe customer contacted us on November 16th, regarding one strand not working in a sectionAfter completing troubleshooting and reviewing the documentation the customer provided, we determined a replacement section would be sent to the customerThe customer refused this option, requesting that we replace the entire treeAfter further review of the customer's warranty claim we have decided to honor the customer's request of a replacement treeWe have requested that he donate his current tree to a non-profit organization and provide us with a copy of the donation receiptUntil we receive the copy of the donation receipt we are unable to move forward with the warranty resolution provided to the customer
Regards,
Balsam Hill Customer Service

Initial Business Response /* (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 November 27th, with 2-day shippingOn December 2nd, 2015, the customer contacted us via email
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 fileThe customer followed up with us again on December 5th, 2015, and requested that we refund the cost for expedited shipping that they had paid for and asked for the order to be cancelledWe only have minutes in which to cancel or change an order once it has been processed by our warehouseOur policies, which are a part of the terms and conditions accepted at the time of the sale, outline this information
Due to the customer's circumstances, we forwarded their request to our refund team and on December 10th, 2015, a refund for the 2-day shipping costs was issued back to the customer's card used for the purchaseOn December 15th, 2015, we sent an email to the customer to inform them that their refund had been processedWe did not hear from the customer again until December 21st, 2015, when the customer contacted our Customer Care center to let us know that they still had not received their itemWe apologized for the delay and advised that we would submit a request to our warehouse to see what was going onThat same day, our warehouse responded to let us know that the item had not shipped out and was now out of stock
As of December 23rd, 2015, we have issued a full refund for the customer's order back to their account 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
Initial Consumer Rebuttal /* (2000, 7, 2016/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although their response is untruthful since I contacted them every time that we communicated and I requested a refund from my credit card prior to their refund, I will thank the Revdex.com for the help and be certain to share my experience with balsam Hill on social mediaThank you Revdex.com

I ordered a Christmas tree on 11/with notice that it was in stock and would be delivered in 3-business days days later no tree, no email from Balsam Hill I contacted their customer service deptand was told it was on back order and it was unknown when it would be delivered and that I could NOT cancel the order and have my $1,refunded so I could buy a new tree somewhere else The rep said they would talk to the "warehouse" the next morning and would call me back the next day No call back occurred I waited days and contacted them I was told I would not get my tree, they would cancel the order I tried to negotiate getting the tree at that price after the holiday's when it was back in stock (with a discount for my troubles) They would do nothing for me This is Christmas time folks - I have a party tomorrow and NO tree There is no margin for error in a holiday business At least have a system when back-ordered the customer is notified Beyond terrible customer service *** should drop them as a retailer if they cannot manage online orders effectively or at least do right by the customer

Initial Business Response /* (1000, 5, 2016/01/04) */
Hello,
We are sorry for the frustration that the customer has expressed with their orderAs stated in the customer's complaint, they purchased an artificial Christmas tree online on November 3rd, The item purchased came with
a 3-year light warranty and a 10-year foliage warrantyOn November 23rd, 2015, the customer contacted us in regards to a lighting issue within a section of 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 this
After completing the troubleshooting it was determined that a replacement section was neededAs the customer was outside of their light warranty by date, we offered to send them replacement light strands as a courtesy or advised the customer that they could purchase a new section for $The customer elected to purchase a new section and a request was submitted that day to see if we had the needed part available in inventory
On November 27th, 2015, the customer contacted us back to let us know that they were now having multiple issues with lights in all sections of their tree and requested to return their tree for a refundWe advised the customer that they were outside of the 30-day return time frame and instead offered to troubleshoot the customer's concern, but the customer declined any further troubleshootingOn November 28th, 2015, we followed up with the customer to let them know that we did not have the original section requested in stock and advised them that they could still purchase the part and we would have it manufactured for them in our off-seasonThe customer declined having the section made for them and again requested to return their treeWe went over the return policy with the customer, which states that if you are not completely satisfied with your purchase, you may return it within days of receipt or prior to December 25th (whichever comes first)We advised the customer again that since they had purchased the tree in that they were no longer eligible for a return
On December 17th, 2015, the customer reached out to us again in regards to their warranty as they had seen a commercial on TV advertising a year warrantyWe confirmed that the customer does have a 10-year foliage warranty, but as their original issue was with lighting, they did not qualify for a replacement under the light warranty that had expiredThe customer stated that they were also having issues with needles falling off the tree and not just their lightsWe apologized for everything that had happened with the customer's tree and under the foliage warranty, offered to replace the tree in fullThe customer declined the replacement
As of December 17th, 2015, we have not heard back from the customer in regards to their concernWe are still willing to send out a full tree replacement to the customer under the foliage warranty, but a full refund is not an option at this timeIn order to take advantage of the full tree replacement, the customer will need to contact our Customer Care center during regular business hours to have the claim process started for them
Regards,
Balsam Hill Customer Service

Initial Business Response /* (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 /* (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 *** 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*** 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*** 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 *** as the claim? *** 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 *** 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 /* (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 *** 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 /* (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 /* (1000, 5, 2015/12/28) */
Hello,
We are sorry for the frustration the customer has expressed with their orderThe customer placed their order online on November 27th, On December 12th, the customer contacted us as they had not yet received their itemWe
advised the customer that we had received notification from our warehouses that the item was out of stockWe provided the customer with the options of either cancelling the order for a full refund or, they could select a different item insteadThe customer elected to receive a refund
On December 14th, 2015, we issued a full refund for the out of stock item back to the customer's card used for the purchaseAt this time, as the customer has received a full refund, we feel this matter to be resolved
Regards,
Balsam Hill Customer Service

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 October 13th for an artificial Colorado Mountain Spruce Tree
The customer initially contacted Balsam Hill customer service via phone support on December 15th informing us that their receiver for their Colorado Mountain Spruce Tree was malfunctioningAs the customer’s Colorado Mountain Spruce Tree is covered under warranty, we advised the customer that we would send out a replacement receiver
On December 18th the customer contacted us to express their frustration regarding their warranty receiver ultimately being out of stock for the seasonAs the receiver was out of stock for the season, a member of our leadership team offered the customer an alternative tree of the same value, or the customer could proceed with a refundThe customer declined both options and advised us that they would channel the issue to the appropriate agency
At this time we have not had any additional contact with the customer however, we have added the customer to our off season out of stock list to have the warranty replacement receiver shipped to the customer in the fall of If the customer wishes to proceed with an alternative replacement tree, we encourage the customer to contact our customer service department to proceed with the warranty replacement
Regards,
Balsam Hill Customer Service

Complaint: ***I am rejecting this response because:
You should have made it clear to me when I originally contacted you TWICE before Dec 25th, that you could not get me a functioning replacement part prior to the 12/return policy deadline. I was told at least two times during follow up calls that it would probably be a "couple weeks" for the part to be manufactured and sent out. It was not until the last call (2/28) made that I was told it would be up to a seven or eight month wait time. Had I known I was being provided information on the calls that took place prior to 12/I would have gone ahead and returned the tree prior to 12/(in accordance with their return policy)
What a disappointing company and lack of customer serviceHow are you honoring this guarantee: " Our team is happy to evaluate the issue and provide assistance in resolving it as quickly as possible." when you are providing me with a potential eight month wait time for a replacement part ?
Further your response did not include the comment from one of your service representatives that stated to me that numerous people had been calling in with the same issue (faulty receiver box) this season. Wouldn't it be in your best interest and reputation to correct this as soon as possible ?
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/10/29) */
Hello,
We are sorry for the frustration the customer has expressed in regards to placing their order onlineAs stated in the complaint, the customer stated they were having an issue on Sunday October 12th, while placing their
original order onlineInstead of waiting to contact our Customer Service during business hours of Monday - Friday am to pm Eastern time (am to pm Pacific Time) to confirm an order was placed, they started over and this resulted in the customer placing an additional orderWhen the customer received two confirmation emails for their orders, they then contacted us by email almost two hours after the orders were placed to request one order be cancelledOn 10/12/we responded to the customer that both orders had already processed and could not be cancelled, as it was outside of our cancellation time frame, which states the customer has thirty minutes from the time the order is placed to notify us by phone or chat to cancelThe customer was advised they could return the duplicate order following the standard return policy
On 10/13/the customer contacted us by phone and requested the order be cancelled and a refund be issuedWe again advised the customer of the cancellation and return policyWe advised the customer that we would contact the warehouse to attempt to cancel one of the orders but could not guarantee this could be done as both orders showed they were processed and ready to shipWe received confirmation from the warehouse on 10/13/that one order was able to be canceled and only one tree would ship to the customerWe cancelled order#XXXXXX and issued a full refund of$On 10/15/we contacted the customer to advise that order# XXXXXX was cancelled and a full refund of $had been issued to the credit card on fileThe customers other order#XXXXXX shipped on 10/14/and they received it on 10/16/As the customer has received a full credit for the second tree, we feel this matter to be resolved
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2014/10/30) */
10-30-
Sent via email from consumer:
This was sent to your attention weeks ago, acknowledging the positive resolution
Thanks you for your help in this matter
________________________________________
From: ***@aol.com
To: ***@bureaudata.com
Sent: 10/15/8:04:A.MCentral Daylight Time
Subj: Re: Revdex.com Complaint Case# *** (Ref#XX-XXXXXX-XXXXXXXX-X-XXX)
Thank you for your updateI sent Balsam Hill more e-mails and called them, and told them I had filed a complaint, plus that I know the head of GoodHousekeeping (they advertise that they hold the GoodHousekeeping Seal)
They finally agreed not to ship the bogus order, but advised that it will take days to credit my credit card
So I will advise if they fail to refund my money, but for now they seem to have changed their tuneI wrote to them within minutes of getting the bogus order confirmation via e-mail, so their claim that it was "already shipped" was ***
Hopefully they will alter their customer service policies- and if they don't this will create a record if they repeat this with another customer
Thanks again for your help in this matter

Initial Business Response /* (1000, 5, 2014/12/17) */
Hello,
We are sorry for the frustration the customer has expressed with the warranty processOn January 3rd, 2014, the customer contacted us with an issue concerning the tree, which was covered under warrantyAfter troubleshooting,
it was determined the customer needed a replacement tree once they donated the original and we receipt the donation receiptWe received the donation receipt on April 6th, and the customer asked to receive a different tree than originally orderedWe advised the customer at this time we were out of stock on the original tree and offered the options for them to wait for the original tree to become available with a price difference as being redesigned or they could choose a different tree using the credit of $they paid for the original order
The customer requested to wait for the original tree to become available, with the understanding that it was being redesigned and would have a price differenceThe customer was reminded of this again in September of We are more than happy to assist in placing the replacement order for the customer one they determine what merchandise they would like, using their credit of $No payment is required unless the merchandise they choose exceeds this amount
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
Initial Consumer Rebuttal /* (3000, 7, 2014/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is Dec23rdand I have no tree in my house because of this issueAfter you contacted Balsam Hill I did indeed receive an email from Customer Service on Dec7th saying they would replace the tree, but the paperwork would take some timeI thanked them and said I was looking forward to setting it upA few days ago, I again emailed asking for information about the tree's deliveryWhat I got instead was an email today from Customer Service giving the original line which was that I could purchase a new tree with the credit, which means I have to pay extraEven after they finally said they would replace the tree on Dec7th they are once again trying to reneg on the deal they madeNot just the deal from last year which is the subject of this complaint, but now they are trying to reneg on their own email of Dec7thThis is just too much! I have never seen such disreputable business or business practices and customer service as Balsam Hill displaysThis is just unbelievable and unacceptableAt this point they have been stringing me along for full yearApparently, their warranty and the claim that they "stand behind their products" are a big lieBecause they are saying that a 4'5" Vermont White Spruce Clear Lit tree that has had its electrical redesigned is not the same as the Vermont White Spruce Clear Lit tree that I had with an electrical problem they are making their claim of warranty a total fallacyBy making a change to the tree, any tree, they can always claim that it is not technically exactly the same tree and therefore they won't have to live up to their year warranty claimClearly, the 10yrwarranty claim is a sham because they can always change something and claim it is a different product especially within yearsThis isn't a warranty that they stand behind, it is a lie and an underhanded way of doing business
Final Business Response /* (4000, 9, 2015/01/12) */
Hello,
As previously stated, we are sorry for the frustration the customer has expressed with the warranty processOn January 3rd, 2014, the customer contacted us and notified us of an issue with her treeWe requested that she donate the tree and then provide us with a copy of the donation receiptWe received the donation receipt on April 6th, We advised the customer that the item was out of stock at that timeWe provided the customer with the options of waiting for the original tree to become available with a price difference due to the item being redesigned, or selecting a different tree and having a credit of $to use towards the new purchase
The customer requested to wait for the original tree to become available, with the understanding that it was being redesigned and would have a price differenceWhen the tree became available the customer disputed the difference in price due to the redesignOn January 2nd, we reached out to the customer to see if we could reach a mutually agreeable resolutionAs a result we replaced the tree without requiring that the customer pay the difference in priceWe have since placed the order for the replacement tree and consider this matter to be resolved at this time
Regards,
Balsam Hill Customer Service

Initial Business Response /* (1000, 7, 2014/12/16) */
Hello,
We are sorry for the frustration the customer has expressed with the warranty processOn November 17th, 2014, the customer contacted us by email with an issue concerning the tree, which was covered under warrantyAfter
troubleshooting, it was determined the customer needed a replacement treeWe advised the customer at this time we were out of stock on the original tree and offered the options for them to wait for the original tree to become available or they could choose a different tree using the credit of $they paid for the original order
When the customer contacted us by email on November 29th, they were requesting how to process the new order onlineWe advised that if they order online they would need to pay by credit card as a credit can only be used by contacting our customer service departmentIf the customer chose this option a refund for the credit amount of $would be issued once they contacted our customer service departmentWe also advised the customer that they could contact the customer service department for the replacement order to be completed using the credit of $without the use of their credit cardWe provided the customer the contact information and hoursIn this complaint the customer states they contacted our sales lineThis information is inaccurateAt this time the customer has only contacted us through email and has not provided the information requestedWe are more than happy to assist in placing the replacement order for the tree once the customer determines the merchandise they would like using their credit of $No payment is required unless the merchandise they choose exceeds this amount
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
Initial Consumer Rebuttal /* (3000, 9, 2014/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Where is my tree? I have BEGGED BY EMAIL to have a replacement tree sent for weeksI had to buy a new tree because Christmas is here!
After receiving the email mentioned in this response stating they did not have an exact replacement tree, I responded to that email with an alternative tree of the same priceI included a screen capture of the website with the model number for clarityI received a response stating that I SHOULD CALL THIS NUMBER TO ORDERI CALLED THE NUMBERI revealed INSTANTLY to the operator that I had a credit to use, she READ ME THE CONTECT OF THAT EMAIL FROM HER COMPUTERShe took my order and asked for a credit cardI told her I wanted to use the credit, she demanded a credit cardI demanded a supervisorThe supervisor sent a warrantee claim requesting that they pay for it (the process I went through already)
AT NO POINT DID THE OPERATOR OR THE SUPERVISOR WHO SPENT TEN MINUTES FILING NEW CLAIM TELL ME I SHOULD BE TALKING TO ANYONE ELSEshouldn't they know?
I've sent emails after this fact to the same customer service department, AT NO TIME DID ANYONE SHIP ME A TREE, OR GIVE ME A PHONE NUMBER STATING THIS IS THE ONLY PERSON IN THE COMPANY WHO HAS THE ATHORITY TO SHIP YOU A TREE
TO THIS MINUTE, NOBODY FROM THIS COMPANY HAS SAID, ILL SHIP YOU A TREEAll I get is runaroundBy the way, my last contact with them was the request the supervisor sent to have the warrantee department use the credit to pay for this orderI have not received an answer from anyoneShouldn't this mysterious customer service department have been notified by:
The complaint I submitted to them originally
The warrantee department who approved the claim?
The person I responded to when they stated they don't have the same treeInstead of giving me a number to call that lead to the sales departmentI clicked on the number from the email
Any of the people I emailed BEGGING for help
WHO HAS THE AUTHORITY TO SHIP ME A TREE?
I SENT A PICTURE OF THE REPLACEMENT TREE CHOICE
classic with lights, and a screen capture from their website showing the cost was the same, on saleI wasn't trying to order online, I was trying to show the pice, as the sale was ending that day
Why am I getting this runaround? I have identified what I wanted to people, at no time did anyone say, hold on, call this other numberWhy couldn't anyone reading these emails forward them to the appropriate person?
ITS ALMOST CHRISTMAS, WHERE IS MY TREE?
Ship it!
I have identified the replacement tree I wantSHIP IT!
Final Business Response /* (4000, 11, 2015/01/02) */
Hello,
As stated in our previous response, we are sorry for the frustration the customer has expressed with the warranty processWe were able to resolve the issue for the customer on December 23rd, when they contacted our customer service department to place the order for the replacement tree they were requesting, as the original tree had been donatedThe tree shipped on December 23rd, and the customer received it on December 29th, As we have not heard back from the customer and the replacement tree was deliveredWe feel the matter to be resolved
Regards,
Balsam Hill Customer Service

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 October 13th for an artificial Colorado Mountain Spruce Tree
The customer initially contacted Balsam Hill customer service
via phone support on December 15th informing us that their receiver for their Colorado Mountain Spruce Tree was malfunctioningAs the customer’s Colorado Mountain Spruce Tree is covered under warranty, we advised the customer that we would send out a replacement receiver
On December 18th the customer contacted us to express their frustration regarding their warranty receiver ultimately being out of stock for the seasonAs the receiver was out of stock for the season, a member of our leadership team offered the customer an alternative tree of the same value, or the customer could proceed with a refundThe customer declined both options and advised us that they would channel the issue to the appropriate agency
At this time we have not had any additional contact with the customer however, we will continue to reach out to the customer until the issue is resolved to the customer’s satisfaction
Regards,
Balsam Hill Customer Service

Initial Business Response /* (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 November 27th, with 2-day shippingOn December 2nd, 2015, the customer contacted us
via email 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 fileThe customer followed up with us again on December 5th, 2015, and requested that we refund the cost for expedited shipping that they had paid for and asked for the order to be cancelledWe only have minutes in which to cancel or change an order once it has been processed by our warehouseOur policies, which are a part of the terms and conditions accepted at the time of the sale, outline this information
Due to the customer's circumstances, we forwarded their request to our refund team and on December 10th, 2015, a refund for the 2-day shipping costs was issued back to the customer's card used for the purchaseOn December 15th, 2015, we sent an email to the customer to inform them that their refund had been processedWe did not hear from the customer again until December 21st, 2015, when the customer contacted our Customer Care center to let us know that they still had not received their itemWe apologized for the delay and advised that we would submit a request to our warehouse to see what was going onThat same day, our warehouse responded to let us know that the item had not shipped out and was now out of stock
As of December 23rd, 2015, we have issued a full refund for the customer's order back to their account 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
Initial Consumer Rebuttal /* (2000, 7, 2016/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although their response is untruthful since I contacted them every time that we communicated and I requested a refund from my credit card prior to their refund, I will thank the Revdex.com for the help and be certain to share my experience with balsam Hill on social mediaThank you Revdex.com

Initial Business Response /* (1000, 5, 2015/02/05) */
Hello,
We are sorry for the frustration the customer has expressed with their orderWhile we can appreciate the frustration the customer has in regards to this order, this complaint is not an accurate representation of what has
happenedKey points have been left out by the customer, and everything that has ensued on this order is the direct outcome of actions taken by the customer
The customer placed an order over the phone with a representative on November 26th, for an artificial Christmas tree and wreathAt that time the tree ordered was supposed to be for the multi colored lightsThe customer contacted us stating the order showed clear lights for the tree instead on the invoice they receivedAs the customer contacted us over thirty minutes after the order was placed no changes could be made to the order, as stated in our cancellation policyOur policies, which are a part of the terms and conditions accepted at the time of purchase, outline thisWe advised the customer we would correct the issue once they received the tree we could place an exchange order for the correct tree at the same price they originally were charged, once the original tree was returned a refund would be issued to the original accountThe customer accepted this optionOn December 1st, the customer contacted us to place the exchange orderThe new tree with the correct lighting option shipped on December 2nd, and was delivered on December 4th, We received the original tree back and issued a full refund for the tree only on December 11, to the original order
In this complaint the customer states that the wreath and tree they ordered were not as wide as advertised on our websiteOn December 6th, the customer contacted us by email expressing dissatisfaction with the appearance of their wreathThe customer stated they were having an issue with the screws in the battery pack and they felt the wreath was pretty but sparse and felt the wreath was not as pictured on our websiteAll of the pictures of our products are authentic photos that have not been altered in any wayAs the wreath is covered by warranty, we requested documentation to verify the issueThe customer sent us photos of the wreath and at this time mentioned the variation in the width they felt the tree and the wreath hadAfter reviewing the documentation received, we advised the customer our products are handcrafted and as such there can be a slight difference in the actual measurementsBased on the information provided by the customer we were not able to verify an issue as we did not see any issues with the customer's foliageThe customer requested we replace the screws to the battery pack as one bent when they attempted to remove itWhen a tree or wreath is new and out of the box, it does take time and effort to extend the branches and shape themIf you do not spend the time doing this, the wreath will not look as full as it can be shaped to look
On December 18th, the customer contacted us and requested to return the wreath they had ordered due to dissatisfaction with the productWe advised the customer that they would be responsible for the cost of the return shipping and offered the option of using a return label for $per boxThe call was disconnected before we could provide the customer the return information neededIn this complaint the customer states they were told they would not receive a refundThis information is inaccurate as stated in our return policy, if you are not completely satisfied with your purchase, you may return it within days of receipt or prior to December 25th (whichever comes first)You are responsible for all return shipping charges and please make sure to return your item to the correct return address to avoid any handling chargesThe policy also states to initiate the return to please email or call customer service and we will provide you with a Return Merchandise Authorization (RMA) number
Ultimately the customer states they did return the wreath but they did so without obtaining a Return Merchandise Authorization (RMA) number and did not send the item back to a return warehouse as the policy clearly statesAs we are unable to verify that the item has been returned we are unable to issue a refund at this time
We have taken note of the complaint and will have a supervisor contact the customer in regards to the matter
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2015/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm in receipt of Balsam Hill's response to the complaint filed with Revdex.comI wish to state the complaint filed is an accurate representation of what occurredIt is distasteful to see the Balsam Hill responder's efforts to undermine my complaint.My frustration is a direct outcome of the poor customer service provided by this company.If the wreath had been as pictured on the website and the battery unit not of poor quality with a bent screw and the customer service had been responsive to my concerns, then this complaint would not have been filed in the first placeRegarding the tree:the information on the website clearly stated the tree width was 23"I verified this with the customer service representative when I placed the orderThe product received was 19.5"If the company chooses to sell products that don't match specifications then a disclaimer should be provided so the consumer can expect a product within a dimensional rangeNearly four inches is a wide discrepancyThe wrong tree was sent in the first placea customer service issueThe time it took to finally get the RMA information is another customer service issueThat problem was rectified, finally, which I made clear in the complaintThe only other issue with the tree was the width differential between what was advertised and what was receivedThe photos I provided to Balsam Hill had a ruler in front of the foliage spread at the widest point and extended to the fullestWith those efforts, the tree still did not extend to the advertised width of inchesBottom line, the website information needs to be an accurate representation of what a consumer can expect to receive
The Balsam Hill responder states "All of the pictures of our products are authentic photos that have not been altered in any way"The question was not that the website photos were alteredThe issue is the website picture of the wreath did not come close to resembling the wreath I receivedIf the wreath received was as nice as what was represented on the website, I would not have complained in the first place!!! The responder states further that Balsam Hill could not, based on the photos provided, see any issues with the foliageThis is clearly untrueThe website picture is of a full, tight wreath; nice and compactThe wreath I received was not even close to what was pictured on the websiteYes, I did take the time to spread the branchesThere were so few to spread, it was not a huge expenditure of effortThe bottom line is the wreath did not look anything like the website pictureThe photos I sent showed clearly the huge gaps in the foliageIt was hideously sparseThe Balsam Hill responder states further that I bent the screw when opening the battery unitThat also is not true, as stated in my complaintThe box could not be opened because one of the screws was already bentAs stated in the complaint, the screws were TINY and of very poor qualityI used the appropriate size Phillips head screwdriver to back the screws out of the boxA LOT of careful effort was used to back the fourth one outWhen it finally came out, it could see it was bentIT WAS ALREADY BENT and had been initially inserted too far into the hole in the unitWhen I called on December 18, 2014, I went into great detail about the wreath quality, the poorly designed battery box, the bent screw, etcThe customer service representative clearly stated I could return the wreath for $but with no refundRight or wrong, that was the information providedI told the individual that was not much of an option to spend an additional $to return a faulty item with no refundI asked about the replacement of the bent screwThat was when the representative hung up on meThe responder stated the call "was disconnected"The call was not disconnected by me
At that point, I was very frustrated with Balsam HillI sent the letter and supporting documents to *** ***, hopeful of some help with resolving the issues I raisedThe person who responded on his behalf did not research accurately, because in her phone message she stated that she noticed the wreath had been exchangedThe tree was exchanged; NOT the wreathThat represented another issue with poor customer serviceThe wreath was not exchanged at any timeOn January 5, I sent a package via Priority Mail to Mr.*** containing the wreath, a letter, another copy of the supporting documents I previously mailed on December 20, I chose to do this as I was receiving no results from customer serviceI was hopeful that as company owner and CEO, he could assistIn the last letter to him, I asked that he look at the wreath and the battery unit so he could see first hand the poor quality product his company is sellingThe package was sent Priority Mail on January 5, 2014, addressed to *** *** at Balsam Hill in Redwood City, CaliforniaThe confirmation of delivery indicates it was received at the address on January 7, Yes, I returned the wreath without an RMA number only because the customer service representative did not provide the opportunityAt no time after the individual hung up on me, did he/she or anyone else make an effort to resume that call to provide information I needed to, in fact, make a return, as the Balsam Hill responder states WAS an option As stated in my complaint, I have used mail order services for several decades, including the need to return itemsNever have I experienced the problems as I have with Balsam Hill
Final Business Response /* (4000, 9, 2015/02/26) */
Hello,
As stated in our previous response, we are sorry for the frustration the customer has expressed with their order and level of service they have receivedWe have reached out to the customer in an attempt to come to a mutually agreeable resolutionAfter being provided with tracking information confirming that the wreath was delivered on January 8th, we have honored the customer's request for a refund of the itemOn February 18th, a refund in the amount of $was issued back to the customer's account used for the purchaseAs a full refund has been issued for the wreath we feel this matter to be resolved at this time
Regards,
Balsam Hill Customer Service
Final Consumer Response /* (2000, 11, 2015/02/27) */
2-27-
Sent via email:
Hello ***,
Thank you for following up with my Balsam Hill caseYes, the credit to my account was made so we can close this caseThank you so much for the assistance from the Revdex.com in helping with the resolution

Complaint: ***I am rejecting this response because: I understood the explanation from Balsam Hills from their previous replies, they state that they will replace the faulty part of the tree, in the Fall of and by so stating that I am simply to accept them at face value, I did that when I purchased the tree, I made the incorrect assumption that it would provide several years of enjoyment, not the one yearThe alluding to the replacement string of lights is laughable, the top part of the tree we purchased has several hundred LED lights build into it, the "replacement " string of lights consists of lights anyone can purchase at a craft store for$2, were we really suppose hang this "replacement string" over our tree and enjoy it? I have state several times in the past, Balsam hill provide a prepaid shipping and I will gladly return their lightsUntil such time as we have an operational tree that fully functions, I will not acquiesce in my claimSincerely,*** ***

Initial Business Response /* (1000, 5, 2015/01/27) */
Hello,
We are sorry for the frustrations the customer has expressed in regards to the tree they orderedWhile we can appreciate the frustration the customer has in regards to this order, this complaint is not an accurate
representation of what has happenedKey points have been left out by the customer, and everything that has ensued on this order is the direct outcome of actions taken by the customer
On December 18th, the customer contacted us to express dissatisfaction with the appearance of their tree, claiming that the tree was not as full as they expected and was not as pictured on our websiteAll of the pictures of our trees are authentic photos that have not been altered in any waySince the stated issue was a foliage issue, we requested documentation, as outlined in our terms and conditions, which the customer accepted at the time of purchaseWhen a tree is new and out of the box, it does take time and effort to extend the branches and shape themIf you do not spend the time doing this, the tree will not look as full as it can be shaped to look
As stated in this complaint, an agent did contact the customer back on December 18th, and informed the customer that they could send in the requested documentation displaying their issue after ChristmasOn December 29th, the customer contacted customer service and requested to return the itemAs the customer was outside of the return time frame, the request was deniedThe customer stated that she was advised that she could return after Christmas and we agreed to do some research on the matter and would follow up with the customerAfter pulling the calls to and from the agent on December 18th, we determined that a return was never discussed with the customer and advised the customer of this information
As the tree is covered under a foliage warranty we are happy to submit the photos that the customer has to our warranty department for review, however the customer is unable to return the tree at this time
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2015/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel that they use the age old "bait and switch"I also made the agreement on a outgoing call from Balsam hill to me which I think are not recorded, only the calls going to Balsam hill are set up on a auto record systemThis is why there is no record of the return arrangements

Initial Business Response /* (1000, 12, 2014/05/15) */
Hi,
While this customer purchased her tree on 9/13/13, she never contacted us until 12/15/13, more than three months after she purchased itThe return policy that our customer agreed to at the time the order was placed states that
returns are only permitted for days after an order is placedBecause more than days had passed, the order is not eligible to be returnedHer tree is covered under warranty and we advised the customer we would send her a new one upon receipt of a donation receipt for her original treeAfter several conversations with the customer, and not having received a donation receipt, we made an exception and shipped the customer a new tree
She is apparently now unwilling to open her tree which is her choiceHowever, this order is not eligible to be returned and/or refunded because the customer did not contact us or make us aware of any problems with the order within the timeframe allowed for a returnThe customer has been shipped a new tree, thus resolving the issue and fulfilling our obligation to repair the tree under warranty
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (3000, 14, 2014/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason why I didn't contact them until 12/is because that's when I put the trees out for Christmas timeI expected not to have any problems and for them to work properly because it was the first time I used themWhat about all the pots that are falling apart? Even if I did accept the new shipment of trees I still would have two trees that the pots are falling apartI just wish I could return everything and get my money back so I could purchase potted trees from a different companyI feel that the pots on the new shipment of trees will fall apart next year when I put them up for Christmas and I will have the same problem all over againWhat a drag
Final Business Response /* (4000, 16, 2014/05/29) */
Hi,
Unfortunately we don't have any realistic way of controlling how long after a purchase a customer actually puts our products to useWe have a set timeline during which customers can return items, and it is their responsibility to ensure they are satisfied with their product within that timeframe if they would like to have an option to return itAllowing returns within a specified timeframe from the purchase date is a standard business practice for virtually any retail company
As the customers items are covered under warranty, we are fully committed to meeting the terms and conditions of that warrantyWe do hope the customer elects to enjoy the new trees we have provided as warranty replacementsWe have done our best to ensure the customer has a working product by shipping new replacement trees
Regards,
Balsam Hill Customer Service

Initial Business Response /* (1000, 6, 2015/12/28) */
Hello,
We are sorry for the frustration that the customer has expressed with their orderOn November 25th, the customer contacted us in regards to a lighting issue within a section of 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 loose bulb or something else minor which is easily adjusted to resolve an issue, and is not an actual defectOur policies, which are a part of the terms and conditions accepted at the time of sale, outline thisAfter completing the troubleshooting it was determined that a replacement section was needed and a request was submitted for the part
On December 8th, the customer contacted us to follow up on the status of their replacement sectionWe advised the customer that we were unable to locate any tracking information for the replacement section and requested an update on the status of the replacementWe advised the customer that once we heard back in regards to the status of the replacement we would follow up with them
The customer contacted us again on December 16th, as they had not heard back from usWe apologized that we had not followed up with them yet and advised that the needed part was out of stock at all warehousesIn an attempt to resolve the customer's issue, we requested that they donate their tree and provide us with a copy of a donation receipt within three weeksWe advised that we would go ahead and place a new order for a full tree replacement with expedited shippingThe customer accepted this option
That same day an order for a replacement tree was placed with expedited shipping at no cost to the customerThe order was shipped out on December 17th, and was delivered to the address provided by the customer on December 19th, At this time, as the customer has received a full tree replacement, we feel this matter to be resolved
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (2000, 8, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Replacement tree received

Initial Business Response /* (1000, 5, 2014/12/08) */
Hello,
We are sorry for the frustration the customer has expressed with their treeOn November 15th, the customer contacted us with a lighting issue in a section of their treeWe offered for them to go through the warranty
option, in which the customer accepted in the terms and conditions when the order was placed onlineWe received the requested documentation from the customer and went through the warranty stepsAfter reviewing the documentation provided by the customer the resolution was determined for the customer to donate their tree and we could replace itAs the customer states in this complaint they were frustrated that they were requested to donate their tree instead of receiving replacement sectionsAs the tree the customer originally purchased in December of it had been redesigned and we were unable to send the sections to themWhen replacing a full tree, we request the customer to donate the original tree for someone else to enjoy, as the lighting could be removedOn November 24th, we received the donation receipt and advised the customer they could choose a different tree using the credit they paid for the original order or receive the original treeThe customer chose to use the credit towards the original treeWe placed the new order for the tree on December 1st, The new order shipped on December 3rd, and is due to arrive on December 9th, to the customerAt this time the replacement order has been sent to the customer for their tree and as the customer is receiving, a brand new tree, we believe the matter will be resolved
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2014/12/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)