Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/22/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 02/20/25, I reviewed the Balsam Hill (BH) catalog, and decided to order a wreath for $239. After discussing it with my wife, I returned to the ** website. The site now showed me a page that said that if I gave BH my email address, I would get $50 off my purchase. I have a screenshot of that exact screen. There were no conditions/restrictions/minimums - no rules whatsoever. All it wanted was my email, in exchange for the $50 discount. That appeared reasonable, so I gave them my email. Shortly after, an email from ** arrived in my inbox. It said, that if I wanted the $50 discount, I had to spend at least $50. Since my purchase was only $239, I suddenly didn't qualify - but, only after they tricked me into giving them my email - for nothing! I have a screenshot of that email, too. At the very least, they should've shown the rules for using the $50 discount, BEFORE I gave it to them. It was/is an intentional deception, to trick the customer into providing their email. I had a long chat with their customer service online today, and every time I believed that I clearly made my point, they kept responding that I needed to spend at least $250 to get the $50 discount. They apparently didn't have a clue as to what I was saying. Finally, they told me that it had been referred to a higher level, and to wait 24 hours for a response. I received an email today from **, and it again encouraged me to spend $250 to get the $50 discount. At the least, these are deceptive business practices. I am seeking two things: (1) BH to update their site, so that people know if they give their email address, that they're not getting $50 off, unless they spend at least $250. They need to know that before they give their email address. With the fraudulently received email address, ** can use it for internal marketing, as well as make money by selling it to other companies with similar products. (2) I want the $50 discount on my $239 wreath, as promised.

  

  Business Response

  Date: 02/23/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We understand how disappointing this situation must have been for the customer, and we sincerely apologize for any confusion regarding the promotion.
  We want to clarify that the $50 discount offer does indeed require a minimum purchase of $250, which was included in the email sent after the customer provided their email address. We understand how this could have been confusing, and weve reported this concern to the appropriate team to review the messaging on our website to ensure clarity moving forward.
  
  To make this right for the customer, we have provided a unique discount code with no minimum purchase requirement: UM38-8DB6-8956. This code can be used on any future order, and it is valid until December 21, 2025. Please note that only one coupon can be used per order, and the code should be entered exactly as it appears.
  
  We truly appreciate the customers feedback and the opportunity to resolve this issue. If there are any further questions or concerns, we are more than happy to assist.
  
  Thank you for your understanding.
  
  Balsam Hill ****************

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22944064
  
  I am rejecting this response because:
  
  As I stated earlier, we were not made aware of any warranty deadline, as we certainly would have taken the tree down as soon as we noticed the issue in December and had it replaced. When I first contacted Balsam Hill about this, it was 36 days passed when they claim the warranty expired. They sent a foot pedal, which I really didnt think would resolve anything, and it didnt. But the customer service representative I communicated with that day (February 6) said absolutely nothing about being out of warranty. In fact, she told me if it didnt work, to contact them so they could resolve this issue, which I did, only to be told then it was out of warranty. I have copies of this communication. If the warranty was in fact expired, something should have been said then. This was a gift from my daughter, and she spent over $1,000.00 on it. It is inconceivable that a tree so expensive will barely only last 2 seasons. 

  Also, a company that prides itself on good customer service, should understand this situation, understand we would have forgone having a Christmas tree this year for our grandchildren and exchanged it, had we been given documentation and known about a 3 year warranty and when the date of the warranty expiration was. 
  

  In addition, the way I was treated by a Balsam Hill supervisor is unacceptable, and a mere Im sorry hardly resolves our issue.

  A quick review of other complaints on BBB about BalsamHill reveal similar issues, so this appears to be a frequent occurrence on these extremely expensive trees.

  I am hoping for someone at Balsam Hill to try and understand this issue and exchange our tree that has only been used twice; the second time being this past December, and we kept it unplugged once we saw the lighting defect, in fear it may have caused an electrical issue or possibly a fire. 

  As I said when I first submitted this complaint, I am open to discussing this with local media if not resolved to make any current and future customers aware of the lack of quality for these extremely expensive trees, the lack of a clear warranty with stated expiration date, and the poor customer service by supervisory staff.

  If you require additional information, please contact me.

  
  Sincerely,
  
  ******* *******

  dn't so they could take care of me. The foot switch arrived yesterday and I replaced it, but the problem still persisted. I contacted Balsam Hill again and spoke with a representative by the name of ******. ****** was not as helpful as ****, and told me that my warranty was expired as of 12/31/24, and that I needed to restring a $1000.00 tree myself. I explained to her that we were not told at all of the warranty expiring 37 days before, and surely would have dealt with it before had we known this. ****** advised me to call a supervisor for further assistance. I spoke with a supervisor named ****, who was not helpful at all, and told me that either I replace all of the lights on my own, or stay with the tree like that, but refused to help replace the tree. I told him that this tree should not be having issues like this because they were so expensive. **** then told me that he refused to help and terminated the call. I can elaborate more, but am limited with the characters allowed.

  

  Business Response

  Date: 02/16/2025

  Dear BBB representative,
  
  Thank you for sharing this experience, and we sincerely apologize for the issues the customer has encountered with their tree. We understand their frustration, especially given the significant investment made, and were sorry to hear that the resolution did not meet their expectations.

  
  We would like to clarify that our trees come with a 3-year warranty covering both lights and foliage, as clearly stated in our policies during checkout and on our website. While we understand the customer's disappointment with the warrantys expiration date, unfortunately, we are unable to offer a replacement outside of this coverage period. However, as a one-time courtesy, we did send a replacement foot pedal switch to the customer 10 days ago, even though the warranty had already expired.
  

  We also apologize if any of our representatives came across as unhelpful or rudethat is certainly not our intention. We strive to provide excellent service and are sorry for any miscommunication.
  We appreciate the customers understanding and hope that we can work together to find a satisfactory resolution. If they need further assistance or have additional concerns, please feel free to reach out to our customer service team we can still provide troubleshooting assistance.

  Thank you,

  Balsam Hill Customer Service

  

  Business Response

  Date: 02/18/2025

  Dear BBB and customer,
  
  Thank you for following up with us. We appreciate the customer's patience and understand their concerns.
  We would like to reiterate that the 3-year warranty for Balsam Hill trees, which covers both lights and foliage, is clearly stated during the purchase process, as well as on our website and in our warranty policies. We understand that the warranty expiration date was not mentioned during the communication about the foot pedal, and we apologize for any lack of clarity. We want to ensure the customer is fully informed about the terms moving forward.

  
  While we are unable to exchange the tree at this point due to the expired warranty, we would like to offer a potential alternative: replacing the light strands. We recommend using the customer's own light strands to replace the defective ones. The value of Balsam Hill trees is centered on the beauty of the foliage, and unfortunately, lights can become damaged due to various factors beyond our control, which is why we offer a 3-year warranty. This is significantly longer than warranties provided by other companies.
  

  Additionally, as part of our commitment to customer satisfaction, we always include spare light bulbs in the welcome kit with the tree for replacement purposes.
  As a one-time courtesy, we would also be happy to offer a replacement light strand of ******* bulbs (depending on availability). To process this, we kindly ask that the customer call us so we can confirm their address and initiate the replacement.
  We are confident this resolution will address their concerns, and we encourage them to contact us directly to proceed with the replacement. We look forward to assisting further.
  
  Sincerely,
  Balsam Hill Customer Service

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22944064
  
  I am rejecting this response because:
  
  As I was told by the supervisor that I spoke with, it would be my responsibility to remove the strands of faulty lights and restring them myself. I am almost 60 years old and do not feel comfortable doing that. It is incomprehensible that someone can spend over $1,000.00 on an artificial tree, only to have a portion of it fail after just 2 uses, and a company that supposedly prides itself on customer service, refuse to honor a warranty that was less than 37 days old, especially when it is obvious that if we would have had proper notice of this, we would have taken the tree down before Christmas, celebrated Christmas without a tree, and exchanged it a few weeks earlier. 
  

  I would like for this to be escalated for a higher review, or would like to be referred to a local media outlet to have this experience be reported publicly. 
  

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22923924
  
  I am rejecting this response because: Please see attachment
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 02/12/2025

  Dear BBB,
  
  Thank you for your feedback. Despite our best efforts, we were unable to locate the customers order in our records using the information provided, including their name and email address.
  Orders from Balsam Hill typically begin with a "J" or "Y" and are considered valid when processed on our official website, ******************************, our official Amazon selling page, or through our phone hotline. We also do not sell trees in the price range the customer mentioned.

  We kindly ask the customer to send a copy of their order confirmation email to help us assist them further.

  If the purchase was made through a source other than those listed above, we strongly advise the customer to contact their bank or credit card company to dispute the charge.
  For reference, here are our official website and social media pages:
  ******************************
  *******************************************************
  *********************************************************
  ************************************************************
  *****************************************************
  *********************************************************
  
  
  We are aware that some websites and social media accounts may use *********************** images, logo, and brand name to mislead individuals. We have written about this on our website: *************************************************.
  
  We take this very seriously and work with a leading vendor to detect and remove online impersonators. Our internal team is dedicated to managing this process and reporting issues for takedown.
  Please feel free to get in touch if you have any questions or concerns.

  Sincerely,

  Balsam Hill Customer Service

  

  Business Response

  Date: 02/14/2025

  Dear BBB,

  We have reviewed the screenshots sent by the customer and confirm that this order is not a Balsam Hill order despite the logo claiming it to be because of the following:
  1. We do not sell Artificial trees lower than $100
  2. The order number they showed is not a Balsam Hill order number. The format of our order numbers were mentioned in the previous email.
  3. We do not have any record of them contacting us via email as they claimed initially. Our customer service email is ********************************************************************
  
  We request the customer to check with their bank to review the merchant name of the transaction. They can also check the sender email, and if it does not come from an email under the "@**************************" domain, they can know for sure that this is not from us.

   

  Thank you,

  Balsam Hill Customer Service.

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22911493
  
  I am rejecting this response because:

  I purchased the calendar from *********, so the claim that the warranty is clearly outlined during the Checkout process is a false one. I am unable to purchase accessories through the reseller so customers who do so are apparently left without recourse if the quality of the product is lacking.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 02/10/2025

  Dear BBB representative,

  
  Thank you for bringing this to our attention. We understand that the customer had concerns regarding the quality of the product, specifically mentioning visible glue on the reindeer and the difficulty with the remote. We want to clarify that the 30-day Premium Guarantee was clearly outlined during the checkout process and in our Warranty policy, which applies to all of our products: ****************************************************************
  
  This policy allows for limited parts or product replacement of all non-tree items offered by Balsam Hill within 30 days of receipt. We also offer exchanges or returns within the 30-day period, which is standard across our offerings. After this window, we are unable to offer replacements. The remote for this product is also unavailable for purchase separately. While we understand the customer's frustration, we appreciate their understanding of the policy. If there are any other concerns, we are always here to assist.
  
  Thank you,

  Balsam Hill

  

  Business Response

  Date: 02/12/2025

  Dear BBB,
  
  Thank you for your feedback. We understand the customer's concern and regret any confusion caused. Since the customer purchased the calendar from *********, we are unable to locate their order information in our system and, therefore, cannot provide warranty service directly. We recommend the customer contact ********** customer service team for assistance with their purchase, as they may be able to offer a solution. We apologize for any inconvenience this has caused and appreciate their understanding. Should the customer need further assistance, we are here to help.
  
  Sincerely,
  Balsam Hill ****************

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22911493
  
  I am rejecting this response because:

  I would still like to point out the the remote is an important piece of the set. It should be easily replaceable. If you don't sell it directly on your site, like you do remotes for some of your other products, I certainly can't get a replacement through *********. I would have to replace the entire thing, which is wasteful. It seems like you are forcing customers to purchase a whole new set when things like this happen. I am a UX Designer by trade and that is a very poor customer experience. I encourage you to change your policy and provide the option to purchase the remote separately, especially as it is unlikely to fail within the 30-day warranty window. It also seems odd to me that you don't stand by your products when sold through another retailer. Why have a relationship with them at all then?

  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22870895
  
  I am rejecting this response because:
  I contacted Balsam Hill for the first time in late December prior to their 30 day deadline. They said someone would follow up with instructions for a return. This did not happen. I called again around 12/29 and again was told something similar. Again no follow up. Finally when I called this week I was told for the first time my request was rejected due to the sited policy in the companys response. However, given that I contacted the company less than 30 days after receiving a BROKEN product and this issue has not been adequately resolved I think this issue still falls within the 30 day policy. The 30 day policy for broken items sites a non specific solution of the team will be happy to find a solution. I was never offered a solution when I first called, therefore the matter is not resolved and should still be covered by the 30 day defective item policy. 
  Sincerely,
  
  ***** ********he product next holiday season. This was the first time any of this information was communicated. At this time it is out of stock on their website. I do not trust that they will re-send the product. I also do not want another tree topper like this. It is structurally unsound. We are seeking a refund of this product due to being sent a broken product and the lack of clear resolution on the part of Balsam Hill. We are happy to return the broken item.

  

  Business Response

  Date: 01/29/2025

  Hi,
  
  Thank you for reaching out to us regarding the customers concern. Were sorry to hear that theyre experiencing an issue with their tree topper and understand that they want a refund for it.
  
  We would like to inform the customer that we only accept returns and exchanges within ************************************ prior to December 25, whichever comes first. They can view our Returns and Exchange Policy here: **********************************************************************.
  
  As they mentioned, they contacted us after December 25 regarding the issue. Our customer service team assisted them by submitting a request for a refund, which was declined due to being past the return period. They were then advised that they would be added to our off-season list and will receive a replacement next season under our Premium Guarantee, which covers items that are broken, damaged, or defective within 30 days of receipt. They can refer to our Premium Guarantee for more information: *********************************************************************.
  
  If the customer has any other questions or concerns, please let us know. We are here to help.
  
  Regards,
  Balsam Hill Customer Service
  
  

  

  Business Response

  Date: 01/30/2025

  Hi,
  
  Thank you for getting back to us with the customers response.
  
  We understand that the customer wishes to return the damaged tree topper for a refund. We would like to inform them that the return period for their purchase would fall before December 25, not 30 days from receipt, since the tree topper was delivered in December. Our policy states that we only accept returns and exchanges within 30 days of receipt or prior to December 25, whichever comes first.
  
  However, it is within the 30-day Premium Guarantee, which is a different policy and serves as the warranty. It is the reason weve added them to our off-season list to receive a replacement next season.
  
  In light of this, weve made an exception and processed the refund for the tree topper. Theres no need to return the item, as we want to make this experience as smooth and simple as possible. The refund should be credited to their account within 3 to 5 business days, but it can take up to 30 days for it to appear on their financial statement.
  
  If the customer has any other questions or concerns, please let us know. We are here to help.
  
  Regards,
  Balsam Hill Customer Service
  

• Initial Complaint

  Date:01/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ** ******,I am a retired school teacher and administrator currently acting as the caregiver to my husband with Parkinsons. We always had a real tree, but 8 years ago it became too difficult to buy and then bring a tree inside so we decided to try artificial (with the stipulation that it be the best). In November 2016 we purchased a Vermont White Spruce and were delighted,In November 2019 I contacted Balsam Hill because several sections of lights were out since the warranty was in effect, they would replace it. The tree was out of stock so they would send one in the spring (2020) which meant I had to patch lights on the tree for Christmas 2019.Christmas 2020. 21, and 22 were fine. November 2023 sections of lights out again but since this was a replacement tree NO WARRANTY (crazy!!!) so once again I patched. This year (2024) the tree was a mess.. HUGE areas out. We changed bulbs and fuses which helped as well as the master bulbs so sections came back on. I ran out of the master bulbs and called to order more only to be told since the warranty was over they couldnt give or sell me master bulbs only the regular ones (again CRAZY). Without these bulbs, there is no hope of the lights coming back on.I love this tree, but cant go through this every year!! I am hoping that you can help me to understand the logic of spending $1000 on a tree only to have this happen when I could get a much less expensive one (as my sons have with no issues!) I have always raved about Balsam Hill (I have 3 wreaths and a fireplace swag too) but will be forced to share my experiences on social media if I do not get some satisfaction.I have attached my tree at its best and worst. I also have all correspondence thru the years with your company.Please contact me with any helpNancy ****** I sent this email with pictures to the CEO and received no response. After spending $1000 on a tree I would expect the lights to last more than 3 seasons.

  

  Business Response

  Date: 01/27/2025

  Hi,
  
  Thank you for reaching out to us regarding the customers concern. Were sorry to hear that theyre experiencing an issue with their tree from 2016 and understand that they need replacement Master Bulbs.
  
  We would like to inform the customer that the trees warranty is valid for three years from the purchase date and is not reset if a replacement tree has been provided. They can refer to our Balsam Hill ****************** Warranty Coverage for Artificial Christmas Trees link on our website for reference.
  
  While the customers tree is already out of warranty, we will make a one-time exception and provide a courtesy pack of Master Bulbs to address the lighting issue with their tree. Please note that this will be subject to availability and approval. We have sent an email to request their updated shipping address, as the one we have on file may no longer be current, to ensure proper delivery.
  
  We look forward to hearing from them. If the customer has any other questions or concerns, please let us know. We are here to help.
  
  
  Regards,
  Balsam Hill Customer Service
  
  

• Initial Complaint

  Date:01/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  Thank you for your help. The refund was issued immediately after I let them know I was submitting a complaint and sent them the email. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 01/22/2025

  Hi,
  
  Thank you for reaching out to us regarding the customers concern. We understand that the customer is following up on their refund for the tree they returned.
  
  We would like to inform the customer that the return order indicates they have already been refunded to their original mode of payment. They may see the credit in their account within 3 to 5 business days, but it can take up to 30 days to appear on their financial statement.
  
  If the customer has any other questions or concerns, please let us know. We are here to help.
  
  Regards,
  Balsam Hill Customer Service
  
  

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***e on Christmas Eve. I just want the replacement tree I was promised by Balsam Hill **************** to make this right.

  

  Business Response

  Date: 01/14/2025

  Hi,

  Thank you for relaying the customer's message to us. 

  Were sorry to hear about the light issue with their 5.5' Vermont White Spruce Tree with Clear lights and for the wait time in the warranty replacement. On December 31, our team assisted the customer by manually requesting the replacement as an exception, since their warranty had already expired. However, we received confirmation the same day that the tree with incandescent lights is no longer available in our inventory and will not be produced again

  To further assist and resolve the issue, wed like to offer the 5.5' Vermont White Spruce Tree with Clear LED lights as an alternative. This is the same tree design but with LED lighting, which offers energy efficiency, reduced electricity costs, and a longer lifespan compared to traditional bulbs. If the customer agrees to proceed with this option, well gladly process the order and ship it to their provided address once new stock becomes available.

  Sincerely,

  Balsam Hill Customer Service

• Initial Complaint

  Date:01/10/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22794833
  
  I am rejecting this response because: I am still waiting for a return label. they have told me ************************************************************* again to wait another 48 hours to receive a return label. i don't want to **** this complaint as resolved until i ACTUALLY receive my return label and once I've actually received a return on my money. 
  

  I would like to state that i am satisfied with this solution but they have not sent me a return label to return the tree. 
  Sincerely,
  
  ****** ******

  n the tree by spending money ourselves for the label as we have no guarantee from the company that they will even refund us the money. I'm at a loss on what to do. at this time no return label has been issues and the latest response was that they will not accept a return.

  

  Business Response

  Date: 01/12/2025

  Hi,
  
  Thank you for reaching out to us regarding the customers concern. We understand that the customer wishes to return their tree past **********************.
  
  On 12/18/2024, the customer emailed our customer service team to initiate a return request for their tree due to the height not meeting their expectations. We assisted the customer and processed a return order with a label that was valid for 14 days. We havent heard from them since.
  
  On 01/05/2025, the customer emailed back to ask for a new return label, as the initial one had already expired. They were then advised that we only accept returns and exchanges within 30 days of receipt or prior to December 25, whichever comes first. Should they still wish to proceed, we will charge a 20% restocking fee along with the applicable return fee. This was referenced in our Returns and Exchange Policy on our website. **********************************************************************
  
  After multiple exchanges of emails, we made an exception to waive the 20% restocking fee, but the applicable return fee still applies.
  
  If the customer has any other questions or concerns, please let us know. We are here to help.
  
  Regards,
  Balsam Hill Customer Service
  
  

  

  Business Response

  Date: 01/14/2025

  Hi,
  
  Thank you for getting back to us with the customers response.
  
  We understand that the customer is following up on the return label. We would like to inform them that we have already sent a new return label to the email address used on the order. If they do not see it, it may be located in their spam or junk folder. Once received, they can follow the instructions on how to use the label listed in the email. We would like to remind them that the label is only valid for 14 days.
  
  If the customer has any other questions or concerns, please let us know. We are here to help.
  
  Regards,
  Balsam Hill Customer Service
  
  

  Customer Answer

  Date: 01/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  the business has sent me a return label and when i shipped the tree back i have already received a refund

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order for a gift for the holidays. Recipient wishes now to return the gift. Contacted the business only to be informed that because it is past December 25, they will not accept a return. The policy for returns was not communicated during purchasing.

  

  Business Response

  Date: 01/12/2025

  Hi,

  Thank you for relaying the customer's message.

  We understand that the item being returned was intended as a gift, and we recognize that it falls outside of our usual return period. While we typically adhere to our standard return policy, our records show that our team has made an exception and processed the return. In the email sent today, the customer will find a return label along with instructions. Please note that the applicable return fee still applies, as the reason for the return does not fall under damage or defect. Their refund will be processed as soon as the item is in transit back to us.
  

  Sincerely,

  Balsam Hill Customer Service