"My experience with Balsam Hill has been an absolute nightmare. We were so excited to receive our first tree. We opened the box to find a dusty ripped bag. Once opened we found it had another shipping label in it, they shipped us a tree that had previously been returned. No problem, we can get a new bag and understand that sometimes people just return perfectly fine items. Well we set it up and half the top portion lights don’t work. One that does is backwards (green on white setting and white on color setting). We call and start the exchange process. The agent was nice enough and we were able to print the label, re-box the tree, call fedex and return it. Second tree arrived, we go to set it up and the fancy base is broken. We realize this stuff happens and call, they offer a replacement base. We aren’t thrilled to have to replace a base on a $1500 tree. We go along with it. Next day, we call as we see the tree is now $1200 vs $1500. Since we have had such a poor experience we hope they will price match. The supervisor chose not to, so we decided to return the broken tree and get a refund. We do the whole return process again. A week after still no refund, I call and they have no record of a refund that needs to be processed. Over $1500 I spent and I have had hours of time returning, emailing, chatting and calling. They now want me to send the shipping label proof, etc. I just can’t even. I’m in a dispute process with PayPal- avoid them at all freaking costs. Oh and the tree wasn’t even that nice. We bought a nicer looking one for $300 at sams. No fluffing needed and great return policy. Merry freaking Christmas. "

"We have, been looking at buying a Balsam Hill tree for years and finally did. On sale is was $1700,

It arrived in a timely manner and we set it up over this weekend. My wife was not happy when multiple small branches fell off as we were setting it up.

The directions to set it up were okay, but not obviously clear.

Called customer service and the person we got was completely unhelpful. He had clearly never set up a Balsam Hill tree before as his advice was completely useless. He then said he would send replacement parts for 3 sections of the tree that were not lighting up. I asked to talk to a supervisor before he did anything. He said there were no onsite supervisors and that I would have to wait at least 30 minutes and then he passed me over. I was on hold for 20 minutes and finally hung up as I was so frustrated.

We then got an email saying that the 3 replacements sections were being sent to us, which we never okayed.

I called customer service to cancel the replacements as we had in the meantime figured out how to get them working.

The person who answered could not locate the order via the order number nor my wifes cell phone. And said the replacement parts could not be cancelled as we had not called back within 30 minutes to cancel.
The reorder stated that it would take 2-4 days to ship.

Makes no sense that we could not cancel when the order had not even been shipped.

Then the phone call got dropped.

I called back and some how got the same person,

He said Oh yeah, phone calls get dropped all the time.

I asked to talk to a supervisor and got put on hold and then 12 minutes into the call, the phone got cut off again.

VERY unhappy with Balsam Hill

My wife, who talks to a LOT of people, will be broadly broadcasting her unhappiness with Balsam Hill

The tree is okay, but their customer service is about the worst I have ever experienced.

John Enright"

"The tree is nice, but has a void area where it flips. It’s okay if you can put it up against a wall. My biggest complaint is is with their customer service. Only a 30 day refund window with absolutely no flexibility. It went on sale for $600 off when I was at 38 days. They would not allow me to return it or give me any price adjustment. Won’t do business with them again."

"I always loved Balsam Hill and recommended them to family and friends. I have two of their trees, wreaths, tree skirts and ornaments. I am a repeat shopper and pay their prices because I always believed I was getting a quality product. When I moved into my first home in 2017, I bought this tree for our first Christmas. I was so thrilled with the thought of putting this tree up for the holidays for many years to come. Three years later, I pull it out of a closet (climate controlled, very well taken care of) only to find out that 3/4 of the tree will not light up. I check all light bulbs, replace the fuses, follow all trouble shooting tips and still no luck. My LED supposedly "long-lasting" and "quality" tree won't work after three years. That night, I spent two hours on chat with Customer Service. The first solution I was given was to restring the entire tree myself. I ordered this expensive tree pre-strung so I would NOT have to string lights. I told the woman this wasn't a viable solution and then she told me that she had placed an order for a replacement tree and I'd hear from someone via email. A week goes by and I haven't heard from anyone. I then get on chat with another Customer Service member. They tell me my three year warranty is up and there is nothing they can do except send me one replacement strand of lights.

I was a loyal Balsam Hill customer. I told everyone to purchase from them and pay the higher prices because they made a quality product that was made to last. I am embarrassed that I ever gave this feedback. When you buy from Balsam Hill, you are buying an inferior product. It may look pretty and realistic when you take it out of the box, but these products are not made to last and the company knows it. Months after the 3 year warranty expires, my tree stops working.

Balsam Hill executives are laughing their way to the bank. They do not care about you and they certainly do not care about making a quality product. They should be ashamed. "

"After less than one year while section of lights went out. Offered to send me a string of lights. Very Mickey Mouse. Should have saved money and bought from Walmart. Customer service representative was rude and kept talking over me. "

"Dream Christmas tree!!!!!"

"In all honesty, this is the one of the most beautiful Christmas Trees around...as long as you don't have any problems with it. Once you have an issue, the customer service, response times, and product knowledge of their CS team is by far the WORST I'VE EVER ENCOUNTERED!! Their support teams are not even provided the tools to help you troubleshoot your issue. They will pass you around to multiple ill-informed agents who start at the same ridiculous suggestion of "did you check to see if the tree was plugged in?" I was forced to repackage and return a 10' tree, and I am still WAITING FOR MY REFUND 2 months later. DO NOT BUY FROM BALSAM HILLS!!"

"Our tree arrived quickly and in a much smaller package than I had anticipated. I was pleased to see that it came with clear instruction for set up, clearly labelled tree sections, and gloves for fluffing the tree. We have a very small home, and needed a very narrow tree to fit into our space; I was not disappointed. This tree fit perfectly in our window, glowing gorgeously from all the fairy lights, while simultaneously taking up very little of our floor space. I am very happy with our tree and would recommend it to anyone, especially if they have a smaller home."

"I purchased a 7' Saratoga Spruce pre-lit tree, the Cardinal Berkshire Quilted Tree Skirt to use with it, and a 42" tabletop tree for my mom. Very quick delivery and well packaged. The Saratoga Spruce 7' is beautiful - full foliage, bright lights, and it was easy to put together. The tree skirt is gorgeous - plush fabric, rich color, and well-made - I'm really happy with it and it looked great under the tree. I used the guide on the website to figure out what size to get, and it looked great. The tabletop tree was replaced because of a minor lighting issue, but that was all managed through a chat session on the website. A little slow, but got everything done and figured out easily. "

"This is my second Christmas without lights on my tree. When we bough the tree the light controller did not work. I contacted customer service and was told that the controllers were back ordered from China for several months. This year I set up the tree and the replacement controller worked for a few days and then died.

Contacted customer service over a week ago and was told that they would have a replacement sent. Well the replacement has not shipped yet and it looks like another Christmas without lights on the tree. When I followed up with Customer service to see if they could expedite I was rudely told that my tree was out of warranty and this would be the last controller they would send me gratis and they would try to ship before Christmas.

I pointed out to the rude customer service representative that I never asked for a free replacement, they offered to replace if for free. In addition to being willing to pay for the controller I was willing to pay for expedited handing and shipping.

Nice tree, cheap light controller and terrible customer service. I realize that they are probably slammed this time of year but that is no excuse for their attitude.

Christmas has come and gone and tonight starts a new year. A replacement controller still has not shipped. It is had to believe that it takes weeks for a company as large a Balsam to ship a small replacement part so the customer can enjoy their tree for Christmas. I guess I should not be surprised because last time it took months for the company to ship the part.

January 8 2020 and no replacement controller has been shipped. Looks like it is going to take months to get a replacement controller like last time."

"
Worst customer experience ever

Worst customer experience ever. We bought our tree for $1100 and received it in November 2017. The first tree we received was defective so they sent out another. Because of knee surgery I was unable to use it in 2017. We did use it last year and it was beautiful. I have raved about Balsam Hill and recommended them to many friends. This year, we took the tree out, set it up, plugged it up and about half the lights worked. We did the troubleshooting -- a tedious and frustrating process - and could not them working. I called and asked for a replacement tree and the customer service agent approved the replacement. It went downhill from there. They did not have the same tree, so I asked them to replace it with a similar tree. The representative, after several long holds and consultations with his supervisor, came back and offered me another tree that was about $150 more than the one I had. I was willing to pay the difference but asked him to see if they could split it with me. He came back, after another long hold, and said his supervisor basically said no, and said he couldn't replace the tree at all. Had the tree been discontinued they would have replace it, but since it was a current style I would have to wait until it is restocked, likely in the summer of early fall. I went over his head to a supervisor and was stonewalled. They simply refused to work with me. They agreed to send me some strings of lights, but by the time they arrived I was over it and the tree did not get decorated. We pulled out our old QVC Santa's best and it worked fine. Here's my position a tree is a tree is a tree and money is money. Why didn't they offer me a refund and allow me to buy another tree? When the trees come in later in the year they will have another one to sell to someone else. Logic seems to elude them. I would never recommend Balsam Hill to anyone. I wish they would send me a call tag and a refund so I can buy a dependable tree.
"

"My tree is beautiful, everyone admired it.
The delivery was fast and the quality of my tree surpassed all my expectations.i recommend this company to everyone"

"The company won't honor what their representatives tell you!
I ordered a tree the beginning of December. When it arrived the box was torn and had holes in it. The tree had broken lights, was crooked, wobbled, and turned where it connected.
I called and spoke with Trevor, they didn't have a replacement, so he told me to call back after Christmas for a refund if still out of stock.
I just called, they are still out of stock, and the supervisor will not give a refund or honor what Trevor said.
The supervisor said he would submit a refund to the back office, at the beginning of our conversation, only to turn around and say he won't submit it to the back office. He won't even honor his own word!
Don't believe anything they say. They can't be trusted!

"

"I purchased a so-called "realistic" Christmas tree after seeing tons of ads on the Hallmark Channel and visiting their website where they put on an amazing show about their "wonderful" trees. After spending ~$400 (ON SALE!) plus extra for shipping and handling in time for Christmas, my tree showed up a few days before the holiday. The tree was smaller than I was led to believe from the website. The quality was poor. The tree looked no different than any tree you can buy at a fraction of the price at Home Depot. I tried to return it but was told I could not because their policy was indeed "within 30 days of purchase", however, the return had to be BEFORE Christmas. Really? That was in the fine print. Their customer service was terrible. They literally tried to upsell me on an exchange for a different tree OR report defects. Defects indeed - defective quality and defective customer service. Avoid Balsam Hill and head to your local Home Depot or hardware store.

"

"We bought a (supposedly 71/2 tree), more like 1ft stand, 5 ft tree.
Looked like Charlie Brown’s tree, just a little taller. $300.00 +. I could have got one at Walmart for a third of the cost and looked just as good/Bad. Very Disappointed! Tereasa Chapman, North Little Rock AR 72116
"