Liked customer service - the tree, not so much.
"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. "
Over priced piece of crap
"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"
Worst Customer Service Ever!
"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."
DON'T buy from 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!"
Worst customer service ever!
"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"
Best Tree Ever!
"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."
"I ordered a tree and received two wreaths. Customer service was unresponsive in helping me return the wreaths and get the tree that I ordered. Finally after two weeks of talking to a different customer service rep. I received my three. I set up the tree and the lights did not work. Talked to customer service again and they told me that a part of the lighting system did not work and it was on back order for two weeks. Needless to say I cancelled the order and sent the tree back. And as far as my refund I had to get my credit card company involved.I have never been so disappointed in a company that prides themselves in being an exclusive Christmas Tree Co. I will never order any product from them again."
Top notch results!
"Not only was my tree beyond my expectations, it even arrived ahead of schedule from CA to FL just before Christmas. I can't praise your company enough. Thanks."
Customer service was great for me!!
"We purchased a tree in January of 2013 from Balsam Hill and have enjoyed it every year, but this year there was a green powdery dust that dropped off the branches and the light clips were falling off. I was disappointed and was going to order a new one but realized that the old tree was still under warranty, so I figured it was worth a try. I just called and talked to Rena who was great and agreed that the warranty would cover the tree. Since they did not have the same tree in stock I was given any tree at the same price. This should be approved next week and shipped soon thereafter. I am impressed!! Thanks so much!"
Terrible Customer Service & Faulty Products
"We ordered a 9 ft tree that cost around $800. We set it up and the lights didn't work. We worked with technical support and it was determined that the tree was broken. We were told a shipping label was coming to ship it back and a new one would be there in three days. The new tree came in 10 days, and we have never received the shipping label for the first tree after two separate calls. The second call was set up and decorated and the lights broke again on the exact same spot as the first tree. We called again and asked for help getting this returned but nothing happened. I finally called customer service today and asked to speak to a supervisor. It took ten minutes for the agent to agree to escalate my call to a supervisor. The supervisor kept trying to get me to troubleshoot again, which we have already done on both trees, and then tried to get me to see about fixing the trees we had. I politely let her know that we were not going to restring lights or replace parts on an $800 tree. We have asked for two shipping labels to be sent to us so we can return the trees for a refund. It was obvious the supervisor had no real authority to solve the problem and had to keep putting me on hold to verify what she could and couldn't do. She finally agreed to process the return after 25 minutes on the phone. The customer service with this company is horrendous, and I suspect we are going to run into problems with the refund as it will be outside of the 30 day window and after Christmas. This has been a nightmare, and I would never order from this company again. "
Awful customer service
"Do not order from this company. Their customer service is appalling. They supplied me with a faulty tree, which in normal circumstances wouldn’t be too much of an issue if they would have provided a reasonable speedy response. What I have found is that their customer service team are inadequate at their jobs and are no help. This also goes for their marketing/ PR team heading up their social media pages. Highly advise you look elsewhere. I only wish I had read these review pages before ordering!! I’m now left with a faulty tree that they have advised is impossible to send back. They obviously fail to keep up to date on consumer rights and legislation! "
"My sister recently passed away and I received her Balsam tree that she purchased in 2014. Early this month, I started to assemble it and noticed that the lower piece (with the stand) was missing. I called Balsam Hill on December 5th and asked the representative if I could purchase part of a tree. She said no, but under the circumstances, she said Balsam Hill would send me a whole new tree. I was stunned and so happy that the company would do something like this. The representative had put me on hold twice to verify all and gave me an order number. I told everyone I know about Balsam Hill's kindness and generosity. Fast forward to December 20th. I hadn't received the tree so I called Balsam Hill. I gave the representative the order number and she said the order had been cancelled. I asked her why and she said that the call center in The Philippines gave me the wrong information and they do not warranty trees when they change ownership. I asked to speak with her supervisor and I spoke with Carrie several times. She was helpful but she said her hands were tied. Bottom line: 1) The representatives in The Philippines give wrong information and the company won't back it up; 2) The company would not offer me any sort of deal on a tree -- I asked to pay for a partial tree (no), I asked them to make good on their promise and send me a tree free of charge (no) and finally, I offered to buy a tree if they would provide a deep discount (they offered 10%). Basically, they told me to go buy another tree because I was not going to receive a tree from them as their representative promised on December 5th and further, if they did send me a tree it wouldn't be received by Christmas. So, clearly, Balsam Hill didn't care how their lack of customer service or professionalism impacted my family during the Christmas holiday. My friends will hear about this as well as social media. "
"We had saved for purchasing this tree and it has been a nightmare from the beginning. Final chose our tree paid EXTRA to have it for a holiday party on the weekend. Received the tree however it didn't light so called customer service they agreed to send a new bottom out. Never received and our Holiday party was without a tree... :( Called again and requested an new tree replacement - never came. I think the customer service representatives just tell you what they feel like telling you. Called again to request a REFUND. Again no correspondence and no action was told nothing was really happening with our account.... Called Again and requested a manager who sent us a return label printed it out and brought tree directly to Fed Ex because I wanted this nightmare to be over. NOPE! said I would have an email after it was received at ware house nope had to call again where customer service said they would contact us once tree was received well that was 4 days after it was received. Still no refund now telling me that a refund could take up to 30 days... This was after they told me 3-5 business days from when tree is received. I have had friends ask me about my tree as we were so excited about getting it but told them never to purchase from Balsam Hill Company as no one knows what they are doing and they have a department for everything - all responses are the same WE ARE SORRY FOR ANY TROUBLE ----- Thank you Balsam for ruining my Christmas!"
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