"I would not recommend any one buying from this company. Some customer service are rude and very dishonest. I bought a Christmas tree that's a little big for my space. When I got it, I called and wanted to exchange. They said I can return and get FULL refund and free shipping back. They issued a return authorization. I was busy with work and didn't have time to do the return. I went on Balsam's website to check out the trees but didn't see any that I like. I did notice the same tree I bought was on sale for $70 less now. This is day 15. So I decided to keep my tree and called customer service requesting the price adjustment. They said I was out of their 14 day price adjustment policy. I explained to customer service that I have a valid return authorization for a full refund. I can then buy the same tree at the discount price. However if I do that, they would be paying for shipping of the return tree and the new order tree. I wouldn't lose any thing but they will lose the shipping fees since they offer free shipping on returns and new order. I said I can keep the tree and they just give me a price adjustment. The customer service said she needs to check with her manager and she did. They agreed to give me the price adjustment and will issue the credit to my credit card in 3-5 business days. Over a week passed by and I didn't see any credit issued so I call customer service. The customer service person said they will check but it does take time for them to process because it's the holiday and they have a back log. She said to call back next week if I don't see the credit issue. So a week later, I still didn't see any credit issue. I called customer service again. Only this time to find out that Balsam will not issue any credit to me because they said I was over their 14 day price adjustment policy. I ask if I can return and they said no because I'm over the 30 days return policy. What kind of business are they running? Are these people crooks? I tried to save them money from the shipping charges back and forth only to be screwed over with an empty promise. Unbelievable!!!"
"So it is January 9. I have finished putting my Balsam Hill tree away from the season, after I removed the light strings that I was forced to use so as not to risk a short circuit and possible fire due to the faulty plug in the lower section of my tree.
Last year, when I noticed the faulty plug, I contacted Customer Care. They asked me to send them a photo of the problem. In response, I told them that I could not photograph the problem, since it was a circuitry fault, so the lights were either on or off. If response they insisted I send them a picture, so I unpacked the tree (this was late last January), set it up again, and took a video of the problem.
Finally they were satisfied. They said a replacement base for my tree (a 9-10', $1400 woodland spruce flip tree) would be sent to me.
I checked back with them mid summer and then was told that the base would be sent until early fall, when their manufacturing started again. That was fine, since the tree wouldn't go up until November.
At the beginning of October, I checked again and after some delay was told the my base was coming and would arrive between mid-October and early November. Based on this, I scheduled the tree to be decorated the week before Thanksgiving.
As that date arrived without a base showing up, I contacted Balsam once again. This time I did not receive any answer. With time running out, I was forced to buy light strings, since I did not want to risk a house fire.
Bottom line: Beautiful tree, faulty circuitry, and abysmal customer care. Not what I expected when I spent a significant amount of money on this tree.
"We purchased a 9' Frasier Fir last year because we wanted a more manageable tree to be able to set up by one person if there was no one else around to help. I will say it is easy enough to set up by one person, but the problem is where you store it. If you are going to store it on the same floor of your house that you are setting it up on, there's no problem, but if you have to store it in a basement and have to go downstairs, or upstairs with it, it is IMPOSSIBLE to do so by yourself. The built in roller that it comes on DOES NOT easily roll up or down stairs. It takes two people,with one person guiding the tree bag along the way, and lifting the roller up each step. My son and I had this experience today, and one of the straps ripped off the bag when he was trying to get the roller to go down one step. He was holding onto the strap to steady it, and it ripped off. If you are not planning to store it on the same level, do not buy this tree, unless you have someone to help you, and even then it is very awkward. It is nice when it is assembled, although I think the much less expensive tree we had before buying the Balsam Hill, looked a bit more lifelike. The Balsam Hill tree is very full though, and doesn't have gaps between the branches. The lights are plentiful, and it is nice and bright. But you MUST store it on the same floor, otherwise it is impossible, or very close to it, to get it up and down stairs by yourself. Maybe if you only have one or two steps to a garage, but getting it to your basement is very difficult by yourself."
"It is with great regret that I am compelled to share my review. If you are lucky enough to have received a functional thousand dollar tree from this company, congratulations.
Before you invest in Christmas decor: be warned.
I purchased a tree from this company when I purchased a new home. August. The box was slightly damaged on arrival, but I was occupied with unboxing a home. Over Thanksgiving, my family assembled the tree and, at the moment of lighting. Nothing. An hour of "customer service" trouble shooting- disassemble the tree, change the "master bulb", plug each segment in separately. The agent finally confirms we need a new tree, but seems suddenly unable to hear us, repeats: "hello" and hangs up.
The same shenanigans with a new agent. Another 40minute phone call. The resolution? THERE IS NO WAY TO GET A REFUND. None. They can ship out a new tree under the warranty. If I want any money back, I have to box up and send in the dysfunctional tree.
The new tree arrives. But the shipping labels for the old tree do not. I don't have the heart or the energy to spend another 2hours on the phone with Balsam Hill.
Its the first Saturday of the new year. What better way to start it than tying up loose ends. Another 45 minutes with Balsam Hill. The first agent, Kathy, can't help. She is placating. "Sorry, you missed our 30day deadline...." Her manager is worse, Roxie. She informs me that I can ship back the dysfunctional tree. Then, as it is off season, after the tree (her words) is "assembled and shipped from China", I will be sent ANOTHER NEW TREE. There is no means to get a refund from this company, even if they send you a faulty product.
3hours. Multiple condescending, conflicting "service" agents.
You would be better advised to go to your local hardware store and spend the time and money on your family."
"Funny that you can't leave a review on their website, but the ones they show on their website are stellar. Our tree is ok, not what we expected at that price point, but what really stinks is their customer service. A strand of lights is out on our tree and my husband already figured out what the problem was since their "troubleshooting" was pointless. All we needed was a replacement part...after using for only one season. I was hung up on, given the run around and ultimately told I couldn't get the part I needed until Spring and that I would have to contact them again then- where I'm sure I'll get the run around again. There is no warranty on my product because I bought it "on clearance". I paid hundreds of dollars for this tree. I thought we were paying extra for quality and customer service. I will not make that mistake again. It wasn't worth what we paid for it even on clearance, but then it was broken and now I have to pay for the replacement part which they do not have. Frustrating to say the least. I will never purchase for Balsam Hill again. "
"Horrible customer service! I ordered a tree and received it on December 1, immediately assembled it and the top section didn't light with the easy light feature. Called BH and they refused to do anything for me besides my sending the tree back and reordering a new one, which would easily take 1-2 weeks, meaning I would hardly have the tree up before Christmas. They wouldn't send just a new top section (the one that didn't light) nor would they help on expediting a new tree. So I plugged it in via an extension cord and used it through Christmas, packed it up and returned it on December 26, and just figured out they deleted 20% of my refund for restocking because I didn't return it by December 25. EVEN THOUGH THE TREE WAS DEFECTIVE! WHEN YOU PAY $720 FOR A CHRISTMAS TREE, YOU EXPECT IT TO WORK RIGHT OUT OF THE BOX! I would highly discourage anyone from buying from Balsam Hill, they have terrible customer service!"
"Ordered Tree on 12/07/2017 received and assembled on 12/11/2017 real pain in the **** but tree did look good after 2+ hrs of fussing with it. Lights went out in less than a week. Spent 20-30 minutes on phone with technical to prove there was a problem with tree. By the way I have extensive mechanical and electrical experience. They offered to send a section of tree not acceptable to my wife. So she called back and they agreed to send us a new tree. Was told would receive a confirmation e-mail in 48 hrs never received e-mail called back again was told it was because of holidays. after multiple calls that reassured us tree was on the way. on 01/04/2018 was told they were not shipping us a tree and it was beyond the return policy time. Nice job of stringing us along . This used to be a quality company. Now if I was Thomas Harman I would be ashamed of what it has become. "
"Excellent customer service - immediately sent replacement top section because lights didn't work. However, I found the tree took way too much time & work to put together & shape & fluff. It never did look like I expected it to. And it continued to be too much time & work taking it down & preparing for storage. Loose branch hinges hard to fix. Couldn't find directions for how to use the red tool & couldn't figure it out. All of a sudden removing decorations from a real tree & dragging it to the curb seems much easier & preferable."
"To begin with it would help American English speaking people to be able to speak with another American English speaking person. Other ethnic speaking people can’t understand what we are trying to say and vice versa. I spoke with several different people since November and never got an American with English speaking. To begin with, I ordered a 10’ tree and it never came. Then I had to call and get a replacement tree and it was broken and didn’t work. So I had to call again and was told that a replacement top would be sent. Days later an ENTIRE NEW TREE was sent. It’s a good thing I didn’t discard the top of the broken tree like I was instructed to do. Disappointingly, the second tree didn’t work either. This time only the bottom lit up. I called and got the second tree returned. Because of language barriers, i was told I had to purchase my own box for returning my third tree . So I never understood how to return it until the shipping company called me for pickup instructions. Everything has been picked up finally. Now I’m holding my breath waiting to be refunded and hoping that goes smoothly since everything else has been a total nightmare. I wasted many hours frustrated on the phone with your inexperienced sales teams Each person I spoke with, if I could understand them, would tell me something different. It was horrible and I will NOT recommend your company to anyone for any reason nor will I ever do business with your company again. "
"Not the quality I expected!
I purchased a 6 foot unlit traditional narrow pine Christmas tree on sale for $199.00 on 11/9/17. I didn’t take it out of the box and put it up until the week before Christmas. I was so disappointed but it was too late to return it Because if I did, I would have no tree for the holidays.
I should’ve ordered a 6 1/2 foot tree because it looks so short and there is one side of the tree where the branches aren’t long enough and it creates a large Divet in the side of the tree really affecting the symmetry of the whole tree. Not the quality I expected And when I contacted balsam Hill on December 20, they strung me along until after the 25th and then told me that I could not exchange it because the deadline was Christmas!
As you can see by the picture, the tree is completely misshapen. I would’ve done better to buy one at Walmart and saved myself the aggravation of dealing with this overpriced and rude company. Terrible terrible terrible quality and worst customer service do not deal with this company or you’ll be sorry"
"Do not buy from this company! They have the worst customer service ever! I bought an angel tree topper on December 12 and received it a few days later. It was much bigger than it appeared online and was too large for my tree. There was no return label or any return instructions in the box. When I called right after Christmas, I was told I couldn't return the item because it had to be returned before Christmas, even though I had the item less than two weeks. But I had never been advised of this ridiculous return policy until it was too late. No notice of this short return window was given at the time of the order, in the order confirmation, in shipping confirmation, or on the packing slip. Essentially, they want to keep the policy a secret and make the return so difficult that you miss the short and undisclosed window, forcing the customer to keep unwanted or defective merchandise. The numerous customer service reps I contacted made no effort to rectify the situation. I was told I could contact the corporate office, but that was a lie because after in response to my attempt at contacting the "corporate office", I received another email from a customer service rep in broken English. This company does not care about its customers. "
"Don't be seduced by the pretty pictures on the website or in the catalog. Ordered a 7.5' Fraser Fir in November. When I set it up none of the lights worked. I called help and the assistant diagnosed a bad remote receiver, and said a new one would be sent. A couple of days later received e-mail notice that the receiver was out of stock. Was next told a different receiver would be sent, then got the same out of stock notice. Through many e-mails NOBODY at Balsam Hill seemed to have any sense of urgency to help get us a Christmas tree that actually worked at Christmas. Finally I had to box up the tree (fortunately I'd saved the box) and return it; after more than a week finally got a refund. Second bad experience w Balsam Hill--the lights on the tree we got 10 years ago failed after 4-5 holiday seasons. The good news is we found a similarly pleasing looking tree at Home Depot for 55% the cost of the Balsam Hill."
"Do not buy from Balsam Hill! This company does NOT stand behind their products! We ordered storage items on 11/27/17 and opened them today 12/29/17. The items are large to build with terrible directions and we did not need to store our items until after the holidays. Two of the three items are defective. Holes are drilled in the wrong places, etc, issues that make no sense. Parts are included that have no directions. The customer service dept, even a supervisor, says they are sorry but even though we have not had the items for 30 days that we could only return them prior to Christmas. These are expensive items. Get something from Target instead! We will be opening a dispute with our credit card company!"
"After 7 phone calls and 2 chats, Balsam Hill is not refunding all of my money for a DEFECTIVE tree. Buyer beware. This is by far the worst customer service of any company I have ever dealt with. I am out over $200 because of their misinformation and so-called policies"
"Tree is full & realistic! Although it takes a while to open the branches, it is worth it. And, the tree stand is the sturdiest we have ever used! Since we bought the tree on sale, it was less money than most of the trees in the stores in our area. So, don't hesitate to buy a Balsam Hill Tree."