"I have an eye for detail and consider myself hard to please because I want things to be perfect. I usually have to settle telling myself that imperfect is okay. However, with Balsam Hill that is not a sacrifice that has to be made. Their quality in product and service is astounding. I will definitely order from them in the future. "
"If customer service is important to you, do not purchase anything from this company. I purchased a Christmas tree from Balsam and less than two days later received a 20% coupon. I called the company and was told by Honey that I would receive a price adjustment, no problem! I never received the price adjustment and have been fighting for it for three months. Additionally, I had to send back my first tree because numerous lights were broken and an entire strand of lights was out. I should have just returned the tree for a full refund at this point. The company has lied to my face three times in regard to the price adjustment. You can get a tree just as good elsewhere. All I want is a little bit of compassion and customer service, Balsam Hill is NOT that. I had to contact the company through email and phone over a dozen times, never able to speak to a manager or someone outside of a call center. You cannot find any phone number for the company outside of their customer "service" call center number anywhere online. Red flag. DO NOT BUY FROM THIS COMPANY. "
"In all the years I've dealt with a company, I've never had one so difficult as Balsam Hill. We reached out the them after we received our tree that it was not what we expected, nor what we wanted once we put up the tree. The branches sagged, the tree would not even stand properly. After about 6 emails to customer service, they directed us over and over to their "troubleshooting" site which did nothing to help us. We explained that since Christmas was 10 days away once we had gotten it and discovered the issues, we could not get it back to them prior to Dec 25th and they basically told us to pound sand. We paid $500 for a tree that we hate, won't use, and they did NOTHING to rectify the issue. I own a business, I would never treat a customer the way we were treated. Their reps never even directly answered our questions, it was almost like they never read the emails. I called twice as well, told to "read their return policy" and, again, pound sand. I would never, every recommend this company or their products to anyone. Buyer be very, very, VERY wary."
"Bought candles as a gift, bought them ahead because I was going to be hospitalized at the time of the Birthday....two of the four candles did not work and they were not able to replace these as they were out of the 30 day warranty and they could not refund my money as they were over the 30 day return policy...so don’t order ahead and plan on giving as a gift because If product doesn’t work you are screwed...four candles were $100.00....have purchased two of the seven foot trees, last time I purchase anything and will not recommend Balsam Hill to anyone...Hammacher Schlemmer will get all my business from this day forward..."
"Simply put buyer beware!!! I wish I had read this sight before ordering my tree. My tree was returned per Balsam's return policy on 12/07/17 and it is now 2/05/18 and I have still not received my $874.00. 2 months and 8 emails back and forth Balsam always replied with the same line, "We have brought the issue to the attention of our Senior Management Team and want to assure you that the matter will be handled promptly." Then on 1/23/18 I received this reply, "Thank you for contacting Balsam Hill. We are delighted to inform you that a refund has been approved, A refund can be expected in 7-10 business days." I realize that they are no longer teaching our children in school how to read, write, (critically think) or do math but as you can clearly see it has been over the 7 - 10 days time limit they have self imposed and still no refund. My being in my 60's I was taught properly thus I can do math and I am technologically savvy, it is as if Balsam has never ever heard of electronic deposit/credit. I realize the longer they hold on to our refunds they (and not the rightfully owner) can collect said interest on the monies deposited. I am sure it must be a pretty penny when multiplied several hundred or possibly thousand times over. Nice racket if you can swing it. I am still patiently waiting for my money to be returned. It should be returned with interest.
They have beautiful trees but if for whatever reason they do not measure up to your standards (with our tree the lights were the issue) plan on being patient and good luck getting your money back in a timely manner."
"Received tree and it looked nothing like the picture online. Requested refund labels and returned the tree. No refund. Called and called and called over and over again and they continued to tell me they did not have my tree. Physically went to Fed Ex to retrieve the tracking numbers which proved Balsam Hill had indeed received the tree. Long story short, it took over two months to get a refund for a $699.99 tree. I will never to business with these jokers again. It is absolutely the worst customer service I've ever experienced. They're eager to take your money but reluctant to refund it. I wish I had looked them up on BBB before I made my purchase. Do yourself a favor and look at all of the negative comments on the Better Business Bureau. This business has absolutely no integrity. Stay away!!"
"Bought a tree, small and light problem is poor design on the stand. Tree was crooked and swayed. Different kind of stand than most of their trees. Called the company a number of times. They send two replacements that did not fit the tree. Did get an answer from customer service telling us to pick out another tree and pay additional if it cost more. They do not have a comparable size and weight. To summarize. Defective Design and THey did not know their product. The only plus is that they do answer when you complain. Can't do much about it but they do answer. They do not seem to want to fix their defective design and frankly I dont think they know what they sent out with the tree. "
"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."