Balsam Hill, LLC

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 order
The package was successfully delivered to the customer using tracking number ***Upon further review, we have been able to confirm that the customer then refused delivery of the package and FedEx assigned it a new tracking number ***. As the customer did not contact us to authorize the return and instead refused the delivery directly through FedEx, our system was not updated with the return tracking information and we were not previously made aware of the returnAs per our Return Policy, in which the customer agreed to in the Terms and Conditions at the time they placed their order online, any returns must be pre-authorized by our Customer Service Department or further fees would be assessed; up to but not limited to a Delivery Refusal Fee of $per boxOur Return Policy can be viewed online at the following link and is also attached for your reference:
***
As per our return policy “If you are not completely satisfied with your Balsam Hill™ purchase, you can return or exchange the product within days of receipt or prior to December (whichever comes first)As per our return policy “Once the item has been shipped back to us, we will process your refund less any applicable shipping label feesFor your convenience, we provide pre-paid return shipping labels for a fee of $per tree box and $per box for all other productsThese fees are waived in the case of a damaged or defective product. If you are exchanging your item for an item of lesser value, a small exchange shipping fee will be assessedIf you are exchanging for an item of equal or greater value, the exchange shipping fee will be waived. Though we suggest that you use our prepaid shipping labels for the most seamless return process, you may use alternate shipping labels at your own costIf you use a different shipment method, please make sure to send your item to the correct return address and CONTACT US with your return tracking information to expedite your refundIf you do not provide us with tracking information, it may take up to days of the item being received back at our warehouse for your refund to be issued. Please note that we reserve the right to reject items that are ineligible for return, and/or to assess an additional return feeProducts ineligible for return include personalized items, items that are damaged due to improper care or use, and items for which a return has not been authorizedAdditionally, all delivery refusals will be charged a $per box service fee.”
As of March 30th 2018, the customer has been refunded in the full amount due of $The order amount of $minus the $refusal fee as dictated by our return policy equals $As the customer has been refunded in the full amount, we feel this matter is resolved

Hello,
We are sorry for the frustration the customer has expressed with their orderAs stated in the customer’s complaint, they placed an order on October 15th, for an artificial Christmas tree and scented ornaments
The customer first contacted us on December 1st, to state that the
connector plate on the top section that carries the electricity throughout the tree was now brokenWe requested the customer email photos to us for reviewOn December 1st, 2016, the customer emailed photos showing the connector plateDue to a high volume of emails, we were unable to reach back out to the customer until December 7th, We apologized for the delay in our response and thanked the customer for providing the photosWe requested the customer contact us by phone or Live Chat as doing so provides the fastest response to whether a part is available or needs to be manufactured
The customer contacted us via Live Chat on December 8th, to inquire on the status of the replacement partWe advised the customer that the issue was sent to our Warranty Team for review and they would be contacted within 24-hoursWe requested a replacement top section to the customer’s tree to be shippedThe customer contacted us back on December 10th, to inquire on the status of the replacement top sectionAs no information was available, we advised the customer that we would submit for a status updateOn December 16th, 2016, the customer contacted us by email to ask for an updateWe advised the customer that we still had not received and update regarding the replacement section and we would contact them as soon as one became availableThe customer emailed us again on December 16th, and expressed their frustration regarding the replacement sectionThe customer requested to return the tree due to the experienceWe advised the customer that the top section of the tree was out of stock and would need to be manufacturedWe apologize that the customer was not previously informed of this informationAs per our Warranty Policy, we informed the customer that we would manufacture the replacement section in our off-season and ship it to them in the fall of We advised the customer that we would also ship them light strands as a temporary resolutionAs our Warranty Policy states online, if your product is no longer available for sale on our website or has been redesigned, the parts will likely have to be manufacturedAs the tree was out of stock prior to the customer contacting us for assistance, the replacement section was also unavailableWe apologize for the inconvenience this has caused the customerAs the customer purchased their tree on October 15th, 2015, they were more than a year outside of our Return Policy and therefore we are unable to authorize a return for a refundOur Return Policy states that a customer may return their order within days of receipt or prior to December 25th, whichever comes firstWe remain willing to resolve the situation under our 3-Year Light Limited Warranty
The replacement light strand shipped on December 22nd, and was delivered to the customer’s address on December 28th, We have added the customer to our manufacture list for the replacement top section to be manufactured in our off-season for them to receive it in the fall of At this time, as the customer has received a replacement light strand and will be receiving a replacement top section before the Holiday Season, we feel this matter to be resolved
Regards,
Balsam Hill Customer Service

Initial Business Response /* (1000, 5, 2014/12/18) */
Hello,
We are sorry for the frustration the customer has expressed regarding the lighting in the treeThe customer contacted us on November 28th, regarding lighting not working in sections of their treeAs the customer
purchased the tree in November of 2010, agreeing to the three year light warranty, they do not have a warranty at this timeWe advised the customer they were outside of the warranty timeframe for the lighting for their treeAfter completing troubleshooting as a courtesy, and reviewing the documentation the customer provided, we decided we would send replacement light strands to the customer, also as a courtesyThe customer refused this option, requesting we replace the entire treeThe customer states in this complaint that they have contacted us multiple times with no resolution to the issueThis information is not accurate, as we offered to send them six light strands which would cover the entire tree and resolve the stated issueWe are happy to continue with the resolution we provided to the customerAs the tree is no longer under warranty, we are already offering the customer more than what we are obligated to do
Regards,
Balsam Hill Customer Service

Initial Business Response /* (1000, 8, 2015/02/05) */
Hello,
We are sorry for the frustration the customer has expressed with the warranty processOn December 6th, the customer contacted us with a lighting issue in 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 defectAfter completing the troubleshooting it was determined that a replacement section was needed, which the customer accepted as resolution
On December 19th, we contacted the customer and notified them that we did not have the needed part in available inventoryWe advised the customer that we would have the section manufactured for them in our off season and it would be available in summer Our policies, which are a part of the terms and conditions accepted at the time of purchase, outline thisWe did not hear from the customer again until January 15th, when the customer contacted us by email requesting a refundThis request was denied due to the fact that the customer purchased their tree on November 26th,
We have taken note of this complaint and will have a supervisor contact the customer in regards to the matter
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (3000, 10, 2015/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never received a response from them on DecI am the only one that has been making contactI went through the testing process that they explainedThey promised to send me out lights ASAP so that my $Christmas tree could be used the second time out of the boxThey never sent themI called back about my tree and have asked for a refund from the beginning because a tree that cost so much should last longer than two years
I'm the one that has been making contactI was promised lights that never came and now they tell me they will manufacture the bottom in the off seasonI feel I have been very patientI have been willing to work with them but their continued lax responses in dealing with this matter, their inability to follow through on their promises and their unwillingness to resolve this issue in a timely manner is unacceptableWhen you spend top dollar on a product you expect the best product, as well as top notch customer serviceI'm not happy with the cheap product that was provided and the inconsistent and uncaring customer service I have received
I would like a refund and to wash my hands of this business once and for all
Thank you
Final Business Response /* (4000, 18, 2015/03/04) */
Hello,
We have made another attempt to reach out to the customer to see if some form of mutually agreeable resolution may be reachedWe advised the customer that since the needed section for their tree was out of stock we were having it manufactured and sent to them in summer 2015, which the customer acceptedWe advised the customer that we were unable to approve the 50% refund as requested in their complaint, but did offer a 10% Customer Care Credit due to their situationThe customer has declined the offer of the 10% Customer Care CreditAt this time, the customer will be receiving their replacement section in summer 2015, as agreed to by the customer, and if they decide to take advantage of the 10% Customer Care Credit that was offered they will need to contact our Customer Care Center during our regular business hours as we would need to collect necessary information in order to process the refund
Regards,
Balsam Hill Customer Service
Final Consumer Response /* (2000, 26, 2015/04/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have contacted customer service and I am waiting for them to post a refund of 10% to my credit card

Complaint: ***I am rejecting this response because: This information is only partially correct When we called the Balsam Hill company, we were re directed to the on line service for troubleshooting with their technical experts This resulted in several conversations back and forth and again telephone conversations where we were instructed to check the fuse boxes, of which there were no fuse boxes on these trees We were told to submit pictures so they could help us trouble shoot the defective issues We were told that submitting the pictures would then start the warranty process and we would be instructed as to what to do next When my husband called back to further discuss the process, he was told to go purchase the strands of lights himself at ACE hardware The lights on these trees are LED lights and it is clearly stated on the packaging that they are not replaceable My husband asked if there were any replacement parts that Balsam Hill would assist us with as they were not interested in replacing the trees He was told that "all the Christmas stuff had been put away and they were not able to access any of it right now" However when I went on line, we could have easily ordered any of their merchandise that very day In a later on line response, we told to contact the manufacturing company ourselves to see about warranty and replacement However we purchased the trees from Balsam Hill
We did not use the trees for even days before they were taken down even though the time frame is as Balsam Hill states We did not put the trees up until the second week of December and they came down before Jan With each attempt to rectify this problem, we have been given a different story and inaccurate to say the least This is the poorest customer service I have ever experienced We paid over for these trees and expected the high quality and service that Balsam Hill boasts to the consumer I have shopped at discount stores for in expensive merchandise and returned defective items with ease of a receipt and and a courteous reply I do not accept this proposition Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/01/27) */
Hello,
We are sorry for the frustrations that the customer has expressed with their ordersOn November 14th, 2015, the customer placed an order online for a 7.5' Fraser Fir Flip TreeThe following day the customer contacted our
Customer Care center and requested to change the tree on their orderBy the time that our Customer Care team received the customer's request to change the order, the order had already been processed by our warehouse and could not be changedWe informed the customer that we only have a thirty minute window available to us before an order is processed by our warehouse, and offered to do an exchange for the new tree that the customer was wanting instead
The customer agreed to process the exchange and a new order was placed on November 15th, for a 9' Noble Fir Flip TreeThat same day, a request was submitted to have a no cost return label sent out to the customer so that they would be able to return their original tree once they received itOn November 18th, 2015, the customer contacted us again, stating that they did not like the 9' Noble Fir Flip tree they had ordered and requested to do another exchangeThe agent assisting the customer placed a third order for a 9' Fraser Fir Flip Tree and submitted another request to have additional return labels sent to the customer so that they could return the tree from their second order
On November 20th, 2015, the customer contacted our Customer Care Center in regards to the third order they had placed, stating that the tree had arrived with a broken branch in one 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 the terms and conditions accepted at the point of the sale, outline this informationAfter completing the troubleshooting it was determined that the customer needed a replacement section and a request was submitted for the needed partThe replacement section was shipped out on November 23rd, 2015, and was delivered to the address provided to us by the customer on November 25th,
On December 17th, 2015, we received notification from our warehouse that the customer's first order had been received and a full refund in the amount of $1,was issued back to the customer's account used for the purchaseWe reached out to the customer the following day to notify them that their refund had been processed for the first order and advised them that we had noticed that the tree from their second order still had not been returnedThe customer stated that their assistant was handling everything and we would need to contact them in regards to the matter as they were unaware of what was going onThey also informed us that their assistant would not be available until after December 28th, as they were on vacation for the holidaysWe confirmed the contact information for the assistant and advised the customer that we would have someone reach out to them after December 28th, Ultimately, the customer decided to file a chargeback with their financial institution
On January 7th, 2016, the customer contacted our Customer Care center, requesting to return the trees from their second and third ordersWe apologized for not following up with them as promised, but advised them that as they had filed a chargeback with their financial institution, we would have to look into what options were available and follow up with them once we had more informationThe next day, we contacted the customer back and advised them that we had been notified that the chargeback with their financial institution had been resolved in our favor, and offered to let the customer still return their treesWe informed the customer that if they would like to return their orders outside of the standard return period, a 20% out of return period would applyThe customer declined this option and stated that they would like to look into what options were available to them on their endThe customer advised us that once they had made a decision, they would contact us back
On January 15th, 2016, the customer contacted our Customer Care center and requested to return their orders again without the 20% out of return period feeAfter further reviewing the customer's information, we did agree to waive the 20% out of return period fee for the second order as they had attempted to initiate the return on November 18th, We advised the customer that the third order would still have a 20% out of return period fee applied if the customer chose to return the item due to the customer not requesting to return the item until after the return period had expiredAs of January 27th, 2016, we have confirmed that both trees have been received by our warehouseA full refund in the amount of $1,was issued back to the customer's account that was used for the purchase of the second orderAs the customer was subject to the 20% out of return period fee for the third order, a total of $was deducted from the customer's total before the refund was applied, leaving an amount of $1,that was refunded to the customer's accountAt this time, as the customer has returned all items, and a refund has been issued on all three orders, we feel this matter to be resolved
Regards,
Balsam Hill Customer Service

My experience has been horrificI ordered a tree on NovTree arrived days later, damaged and unusableThe replacement part I received last night (Dec 14) is the incorrect part, its now only days until the holidayCustomer Service is terribleI graciously asked for a refund of 50% of what I paid and they have refusedI DO NOT RECOMMEND BALSAM HILL!!!

Initial Business Response /* (1000, 5, 2016/01/22) */
Hello,
We are sorry for the frustration the customer has expressed with their treeAs stated in the customer's complaint, they placed an order for their artificial Christmas tree through QVC on November 14th, The items that are
offered on QVC's website are a specialized product created for QVC and are not serviced by Balsam HillAs part of the agreement, PSB Services agreed to service the warranty for QVC customers, but only for the customers who returned their warranty card within months of purchasing the item
On January 7th, 2016, the customer contacted us in regards to some branches being broken and droopingWhen there is an issue with a tree, we go through a troubleshooting process to verify the stated issueOur policies, which are a part of the terms and conditions accepted at the point of the sale, outline this informationAfter completing the troubleshooting, it was determined that the customer was in need of a replacement treeWe confirmed that the customer had filled out their warranty card with PSB Services and forwarded their information to PSB Services for a full tree replacement
When we submitted the request for the replacement, we informed the customer that their tree was not currently available and would have to be manufactured for them in our off season, with the customer receiving the replacement tree in the fall of The customer accepted this optionAt this time, as the customer will be receiving a full tree replacement in the fall of 2016, we feel this matter to be resolved
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (2000, 8, 2016/01/26) */
Thank you for your help regarding this problemWe will accept the new replacement tree to be shipped in the fall of Thank you again
*** ***

Complaint: ***I am rejecting this response because: There is no reason that they cannot honor the price I originally paid for the same product when it is back in stockThat is all I am asking!Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/01/04) */
Hello,
We are sorry for the frustration that the customer has expressed with their treeAs stated in the customer's complaint, they purchased an artificial Christmas tree online on November 30th, On December 5th, 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 thisAfter completing the troubleshooting, we determined that a replacement section was needed and a request was submitted for the part
On December 14th, 2015, the customer contacted us to follow up on the status of their replacement sectionWe apologized to the customer and advised them that we were a few days behind on sending out replacement parts and were still waiting on tracking information for their sectionWe confirmed that we would notify them as soon as we had an update in regards to their claimOn December 16th, 2015, the customer contacted us again in regards to their warranty replacementAt that time, we informed the customer that we still had not received an update in regards to their replacement and confirmed that an email had been sent to our warehouse for more informationAgain, we informed the customer that as soon as we had heard back from our warehouse, we would follow up with them
On December 17th, 2015, the customer reached out to our Customer Center in an effort to obtain an updateThe agent assisting the customer confirmed that the request had been submitted to our warehouse and advised the customer that they would look into it the situation and follow up with them with more information that same dayIn the customer's complaint they state that we never followed up with them, however this information is inaccurateWe contacted the customer back on December 17th, and spoke with them about their warranty claimWe apologized that we had not heard back from our warehouse yet and advised them that we would contact them the following morning with a resolution
On December 18th, 2015, we reached out to the customer as promised and let them know that we had heard back from our warehouseWe confirmed that the replacement section that the customer needed was out of stock in our parts replacement department and we were waiting for the warehouse to transfer the needed section from regular inventory to warranty so we could replace it for themIn an attempt to get the customer a working tree before Christmas, we offered to have the customer donate their current tree to a non-profit organization and we could send out a full tree replacement with expedited shippingThe customer accepted this optionWe placed the new order on December 18th, with 2-Day shipping at no cost to the customerThe tree shipped out the next business day on December 21st, and was delivered to the shipping address provided to us by the customer on December 23rd, At this time, as a full tree replacement has been delivered and we have not heard from the customer since December 18th, 2015, we feel this matter to be resolved
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive the new Christmas Tree on 12/23/I will be donating the first tree sent to a non-profit organization as agreed in the next business days and forwarding a copy of their receipt to Balsam HillThus, at this time I feel the complaint has been resolved to my satisfaction and this matter is resolved

Complaint: ***I am rejecting this response because: There is no plausible reason that this company could not honor the price that I had already paid for this treeNone, except for just plain greedI was so excited because I was able to afford this tree at that priceI ordered it from their website and the next day was told that they did not really have them in stockHowever, they would be getting more in, but I would have to pay more for itThat seems really shady to meSo, no, I do not accept their response because to not honor the price I had paid for the same stinking tree is just plain greed.Sincerely,*** ***

I was disappointed in the Balsam Hill tree I receivedIt looks cheap and no amount of "fanning" the branches could conceal the sparseness of the treeEach section is so obviousThis Made in China tree was not worth the expense, and I could have done better in *** ***, so I regret being fooled by the beautiful television commercials which were advertising

Complaint: ***I am rejecting this response because:At no time was I ever offered a replacement tree or a refund for the defective treeAm I now to understand that I will not be hearing from this company until October of 2018? If that is the case then I request a full refund and if the product is to be shipped back to the company then all shipping costs (including pick up at my residence) shall be paid for by the companySincerely,*** ***

Initial Business Response /* (1000, 9, 2015/02/19) */
Hello,
First, we would like to apologize for the slow responseWe were not previously aware of this complaint and it was not our intention to ignore the customer
We are sorry for the frustration the customer has expressed
with their orderThe customer contacted us on November 26th, requesting to return the tree they had purchased online on October 7th, due to dissatisfaction and a lighting issueWe informed the customer that they were outside of the day return period and were unable to return at that timeOur policies, which are a part of the terms and conditions agreed to at the time of the sale, outline thisWe advised the customer that the item was covered under warranty and requested documentation of the stated lighting issue so that we could submit it to our warranty departmentThe customer agreed to send in the requested documentation for review and did so on November 28th,
That same day our warranty department responded to the customer and offered replacement light strands as a resolution to the lighting issueWe received an email back from the customer within a few hours requesting that we send the light strandsOn December 2nd, an order was placed for the replacement light strands and an email was sent to the customer notifying them that we had done soWe did not hear from the customer again until January 1st, when they contacted us requesting to return the tree for a second time, which was initially deniedAfter further review, the customer has been approved to return the tree outside of the day return time frame, but they are responsible for the cost of return shipping and will be subject to a 20% out of return period fee as outlined in our return policies
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (2000, 19, 2015/03/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After your intervention into the matter the company refunded 80% of our initial investment plus the $it took to ship the item backI still strongly disagree with their return policy and the way they handle their customersWith that being said I consider this closed and have learned before I order on line to check other places other than the B.B.Bfor company status

Initial Business Response /* (1000, 5, 2015/12/22) */
Hello,
We are sorry for the frustration the customer has expressed with their treeAs stated in the customer's complaint, they placed an order for the item through QVCThe items that are offered on QVC's website are a specialized
product created for QVC and are not serviced by Balsam HillAs part of the agreement, PSB Services agreed to service the warranty for QVC customers, but only for the customers who returned their warranty card within months of purchasing the itemAside from making the tree for QVC, Balsam Hill does not service the product, the sale, or the warrantyAt this time, as the customer did not follow the terms of the sale, Balsam Hill is under no obligation to replace their item
Regards,
Balsam Hill Customer Service
Complaint Response Date bumped because: Holiday

Hello,
We are sorry for the frustration the customer has expressed with their orderAs stated in the customer’s complaint and our initial response, they placed an order on October 15th, for an artificial Christmas tree and scented ornaments
As stated in our initial response, the customer is set to receive a replacement section in the fall of and has received a replacement strand of lights as a temporary resolutionAs our Warranty Policy states online, if your product is no longer available for sale on our website or has been redesigned, the parts will likely have to be manufacturedAs the tree was out of stock prior to the customer contacting us for assistance, the replacement section was also unavailableWe apologize for the inconvenience this has caused the customerAs the customer purchased their tree on October 15th, 2015, they are more than a year outside of our Return Policy and therefore we are unable to authorize a return for a refundOur Return Policy states that a customer may return their order within days of receipt or prior to December 25th, whichever comes firstWe remain willing to resolve the situation under our 3-Year Light Limited Warranty
Balsam Hill acknowledges that more prompt folland diligence could have been exercised to address the customer’s concerns, and for that, we do apologizeWe are sorry to have caused the customer any undue stress and have done what we can to rectify it by servicing the product under warranty
Regards,
Balsam Hill Customer Service

Initial Business Response /* (1000, 5, 2014/12/23) */
Hello,
We are sorry for the frustration the customer has expressed with the donation processOn November 29th, the customer contacted us with a lighting issue on two of the teardrops they purchasedWe received the requested
documentation from the customer and went through the warranty stepsWe requested the customer to donate the teardrops and we would replace them, as the products can be used without the lights and have value to many organizations at this time of yearThe customer states in the compliant this was not an acceptable option as they did not want the hassle of donating the teardropsWe decided to replace the teardrops as requested in this compliant without the donation receipt, and the customer may keep them or give them away
We placed the new order for the two replacement teardrops on December 23rd, At this time the replacement order has been processed to be sent to the customer early next week and we can provide tracking once shipped and we believe the matter will be resolved
Regards,
Balsam Hill Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2014/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Christmas swags I purchased on November 16, are seasonal itemsI contacted Balsam Hill November 28, notifying them of the defective swag #and on December 5, of the defective #swagYet these seasonal swag replacements were not sent until December 23, 2014? Balsam Hill failed to timely respond or replace the defective items in accordance with their online warranty/return policy and Good Housekeeping Seal
I note on the numerous prior complaints to the Revdex.com and other consumer websites concerning Balsam Hill, Balsam Hill's response was usually blaming the customer for not following the warranty/return policy guidelinesI followed the warranty/return policy guidelines exactlyBut Balsam Hill arbitrarily changed the defective replacement policy requiring a donation of the defective product rather than sending a return label and replacing the defective swagIt is now December 30, and I still don't have the two replacement swags for Christmas season
Consumers should realize "along with companies' express warranties, you also have "implied warranties" under state lawThe Uniform Commercial Code, a set of laws adopted in much the same form by all states and the District of Columbia, provides an automatic "implied warranty of merchantability." That unwritten protection guarantees that consumer products are free of substantial defects and will function properly for a reasonable period of timeWhat's "reasonable" depends on the type of product and the amount you paidStates typically limit implied warranties to four yearsThey apply to products you buy from retailers that normally sell such itemsIf you discover that something you bought is defective--even after the written warranty has expired--contact the retailer and manufacturer to ask for a repair, replacement, or refundIt doesn't matter what the retailer's return policy is or that the manufacturer put a notice on the box telling you not to return the item to the store."
Additionally, I submitted a product review on their website on December giving the swags a star rating but it never appeared on their websiteI note there are just a few actual product reviews (none negative) so it appears the negative ones do not make it to their site in light of numerous customer complaints of Balsam Hill on other consumer complaint sites
Shame on Balsam Hill for their poor, almost non-existent customer serviceTheir Revdex.com complaint response to me should have been sorry, we dropped the ball; not to be sorry for my "frustration with the donation process" and then chastising me for not donating the defective swags before they would give me a replacementThey could have donated the defective swagsMy frustration was not the donation process but Balsam Hills failure to respond to emails and the utter failure of Balsam Hill to honor their product warranty and return/replacement policy
Final Business Response /* (4000, 9, 2015/01/19) */
Hello,
As stated in our previous response, we apologize for any frustration the customer has expressed with the warranty and donation processOn November 29th, the customer contacted us with a lighting issue on two of the teardrops they purchasedWe received the requested documentation from the customer and went through the warranty stepsThe result from our warranty team was a request to donate the existing items and once we received a copy of the donation receipt we would replace the items for the customerAfter further review of the customer's claim we agreed to replace the items without requiring the donation receipt to proceed
We placed the new order for the two replacement teardrops on December 23rd, Tracking shows that the items were delivered on December 31st, Since the items have been replaced and we have received no further contact from the customer we feel this matter to be resolved at this time
Regards,
Balsam Hill Customer Service
Final Consumer Response /* (2000, 13, 2015/01/30) */

Case# ***/ *** ***
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 *** 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

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

My experience with Balsam Hill Customer Service
(Or rather the lack thereof)
*** ***
10:AM (hours ago)
to Balsam
Dear Balsam Hill
I can only presume "Senior Management Team is a euphemism for filing my issue into the trash folder, as I have not been contacted by anyone since this last email
I am spreading the word every where I can to let people know to NOT buy your prelit products
Already posted this whole email discussion to one site and am preparing to post it on others
I will warn as many people as I possibly can to stay away from your company
I would feel badly about this if I was the only one with issues But the reviews on your company speak for themselves
***
On Sat, Dec 20, at 8:PM, Balsam Hill Customer Service wrote:
Dear ***,
Thank you for detailing your recent problem with your itemWe have brought the issue to the attention of our Senior Management Team, and want to assure you that the matter will be handled promptlyWe appreciate your feedback
If there is anything else we can assist you with, please feel free to contact us by going online and using our chat feature, emailing us, or calling our Customer Care center at *** during regular business hours
Sincerely,
***
Balsam Hill Customer Service
--------------- Original Message ---------------
From: *** ***
Sent: 12/21/5:AM
To: ***
Subject: Re: Fwd: Customer Service Request-Tree Bulb Replacements in Sockets Available? [ ref:***
When did you start selling replacement kits?
Because a year ago they were not on your site
Also, what good does it do me when not only are they out of stock, but you
have no idea when the container will arrive to you?
Might I guess you are another company that is affected by the issues at the
***?
I almost laughed at this:
"We would like to apologize for the slow email response to your inquiry,
and thank you for your patience."
I would say waiting over a year for a response from Balsam Hill would
qualify as "slow email response"
I would call it a complete lack of customer service myself
I guess I should thank you for at least telling me you now sell the kits
Although selling them a year ago when my husband (an engineer) and myself
scoured the internet, desperately searching for the replacements, would
have been much handier
Or, even responding to my email from a year ago would have been nice as
well
I still think your customer service stinks
I'm already very upset with your company and this email was severely
lacking in any kind of genuine concern or remorse for the complete failure
in customer service
I will have to do my best to keep an eye on the sets to see when the return
to being in stock Seeing as how you cannot be bothered to help inform a
customer that has been waiting for a year for a response to their email
But I will never order anything else other than these replacement light
kits from Balsam Hill Which, if you knew how I gushed about your company
and my tree when I first got it, you would realize this really is a loss
for your company
One unhappy customer can do a lot of damage and, after this abysmal replay,
I plan on doing my best to let all others know about your failures
Sincerely,
*** ***
A formerly over the moon happy customer
Now a disgruntled, angry customer
On Sat, Dec 20, at 2:PM, Balsam Hill Customer Service <
***> wrote:
> Dear ***,
> Thank you for contacting Balsam HillWe would like to apologize for the
> slow email response to your inquiry, and thank you for your patience
> Replacement light kits can be purchased online for $Each pack
> includes bulbs and small fusesHowever as of this time the Lamp Lock
> Clear and Multi Replacement bulbs are currently out of stockWe do not
> have the information on when they are going to be backYou can check with
> us periodicallyWe also recommend subscribing to our newsletter to receive
> alerts updates on new arrivals, sales, and upcoming promotionsTo
> register, simply type in your email address on our mailing list, found at:
>***
> To make sure that the bulbs match the ones currently on your tree you can
> check the links below
>
> *** ***
> ***
> For blackened bulbs, please try the following steps to see if they help
> - Replace the fuses in the affected strand
> - Change out the hot/blackened bulb(s) with good/working bulb(s)
> If the steps do not work, please call us back at ***, so our
> Technical and Assembly Team can troubleshoot with you further
> Have a pleasant day!
> Sincerely,
> ***
> Balsam Hill Customer Service
>
>
>
> --------------- Original Message ---------------
> From: ***
> Sent: 12/20/10:PM
> To: ***
> Subject: Fwd: Customer Service Request-Tree Bulb Replacements in Sockets
> Available?
>
> Trying again to get a response from your company
>
> If you need to look up my order, I ordered it with the following info:
>
> *** ***
>
>
>
> I cannot find the order email, but, as I also work for an online company,
> I know you can look up my order with the above information
>
> We love our tree, but the light issue is so disappointing!
> Your lack of response is deplorable
>
> I no longer recommend folks buy your trees like I did when I first bought
> my tree
>
> If I do not get a response, this email will go up on your fb page
>
> Sent from my iPad
>
> Begin forwarded message:
>
> > From: "*** ***"
> > Date: December 8, at 6:50:PM CST
> > To:
> > Subject: Customer Service Request-Tree Bulb Replacements in Sockets
> Available?
> >
> > Good Evening,
> >
> > I have had my Balsam Hill Tree for about three years now, I think
> Today my husband replaced 200+ bulbs on the tree 100+ colored and 100+
> clear
> > I am not sure why so many lights have burned out over such a short
> period of time, but that isn’t really the reason I am writing Although if
> you have an explanation as to why so many bulbs have burned out, I would
> love to know why they did this! Other than the excessively high amount of
> burned out bulbs, the tree is still in excellent shape
> >
> > I would like to know if you sell replacement bulbs already in their
> sockets so the future replacement of bulbs won’t be so difficult It is
> also becoming increasingly difficult to find replacement bulbs We
> actually had to buy strings of clear and strings of colored lights and
> remove the sockets from the stings, remove the bulb, pull out the burned
> out bulb sockets from the tree, remove the burned out bulbs, and then
> thread the new bulbs into the tree sockets and replace the tree sockets
> This task, as you can imagine, was very time confusing! If you sold the
> replacement bulbs in their sockets, well, you can see how much time this
> would save us in the future
> >
> > One more thing, we have a number of clear sockets that are very dim
> Changing bulbs does not fix this problem What can we do to fix this?
> >
> > You should be able to pull up my original order under the following name
> and address:
> > *** ***
> >
> >
> >
> > There was one other thing I wanted to ask, but alas, I’ve forgotten the
> question now
> >
> > Sincerely,
> >
> > *** ***
>
>
> ref*
>