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:11/13/2023

  Type:Delivery 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.

  Purchased a sample kit on the evening of 11/8/2023.Paid for for shipping than the cost of the item for one day shipping. Totalling $64.64, $29 for the item, $3.66 for tax, and $31.98 for shipping. Balsam hill website stated delivery on 11/10/2023. Balsam hill FAQ (image attached) states if order after noon EST, then ships next day with 1 bus day delivery that also would indicate 11/10 per policy. Item did not arrive and was never shipped. Called Balsam on 11/11, spoke with *****, who refunded shipping and called shipping to have order sent. Received email while on call that label was created for shipping.On 11/13 called Balsam, since the order still stated that lab created with no other info. Spoke with ***************, who offered no assistance and said would be delivered soon. I asked about FAQ on website stating shipping policy, and she stated that was not what they follow. I asked for a super, was cold transferred to another person that was not a super, and they hung up on me when I asked for a super.Called back and got ******* again, who was surprised and tried to say it was an accident. Transferred to super named ******. I explained situation and he said there is nothing he can do to make sure that the item is shipped. I asked him about the shipping policy and he too stated that is not correct and would have someone change it on the website. I asked why website when placing an order follows then stated policy, but internally they do not follow the stated policy. He said he did not know why and offered no help to ensure that the items paid for would be shipped. He said will just have to wait and see.This company is falsely advertising a shipping policy that they do not follow and have not intention of honoring, while they charge customer more for shipping than the item is work, if expedited shipping is choosen.

  

  Business Response

  Date: 11/13/2023

  Hi,
  
  Thank you for reaching out to us about this issue. We're sorry to learn about how the customer feels about the way their concern is being handled.
  
  On November 11, 2023, the customer contacted us via phone to inform us that they havent received their order yet and that they paid for 1-day Express shipping. Our customer service representative assisted the customer and requested the shipping fee to be refunded. The refund was already processed on 11/12/2023 since the timeline for the delivery was not met.
  
  We would like to clarify to the customer that once the package has been shipped out, the 1-day Express would then take effect, it should be delivered within 1 business day, and Express shipments are not delivered during weekends or holidays. They can visit our What shipping options do you offer? article to know more. ******************************************************************
  
  Their order is still currently in transit via ***** as of 11/13/2023. We recommend the customer to monitor their tracking number for real-time updates to reflect delays along the route.
  
  Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** Customer Service
  
  

• Initial Complaint

  Date:11/11/2023

  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.

  Eleven months of email. phone traffic about a "back-ordered" warranty item, telling me it's shipping soon, soon, in the fall etc, only to be told on 11/10/2023 that your item is now not coming -you're out of warranty now and besides the needed item wouldn't fit the Christmas tree anyway (which was never noted, advertised on website nor catalogs.)(Item was a nylon storage bag specifically made for ************* and which cost me $279 and never told (during tel order) that a different one would be needed- hence their accepted original warranty claim on 1/7/2023

  

  Business Response

  Date: 11/13/2023

  We have reached out directly to the customer to get more information regarding the item. I see it in stock and just want to make sure the shipping address is correct before I send this item. We left a voicemail for the customer to contact us back. Our plan is to send out a replacement. It appears the customer has responded and we have ordered the requested replacement. We apologize for the length of time it took to correctly resolve this issue. 

• Initial Complaint

  Date:11/09/2023

  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 purchased a tree and said it was sent now I can not reach anyone. I guess I was scammed like everyone else. It was bought for a disabled person. And he will be so disappointed.

  

  Business Response

  Date: 11/09/2023

  Hi,
  
  Thank you for reaching out to us about this issue. We're sorry to learn that the customer purchased a tree but they cant reach anyone about it. We appreciate the screenshot that they provided and we understand that they want a replacement as settlement.
  
  Despite our best efforts, we were unable to locate the customers order in our records using their provided information, including their full name and email address.
  
  Please know that the order number on the screenshot is not valid. We would like to inform the customer that orders from ********************** typically begin with a "J" or "Y" and are considered valid when processed on www.balsamhill.com, our official Amazon selling page, or our phone ************ hotline only.
  
  We strongly advise the customer to contact their bank or credit card company to dispute the charge if they placed the purchase in any other way than those described above. Further, for their reference, below are our official website and social pages:
  
  www.balsamhill.com
  www.facebook.com/balsamhill
  www.instagram.com/balsamhill
  www.tiktok.com/@balsamhillofficial
  www.twitter.com/balsamhill
  www.pinterest.com/balsamhill
  
  We are aware that some websites and social media accounts use Balsam Hills images, logo, and/or brand name to mislead individuals. We take this very seriously and we work with a leading vendor to help us detect and remove online impersonators and others who use our intellectual property online without license, and we have designated several members of our internal team to help manage this process and report issues for takedown.
  
  Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** Customer Service
  

  Customer Answer

  Date: 11/10/2023

   
  Complaint: 20850380
  
  I am rejecting this response because:
  I am out my money and have no tree.
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/13/2023

  *******, 

  I can certainly understand your frustration over the loss of money associated with this order. However, this was not an order placed to Balsam Hill. It was an order placed to a scam/fake site that preys on unsuspecting customers with the idea of Balsam Hill products being sold at prices so low that they are hard to pass up. We continuously work to report these websites and social media pages to prevent them from stealing from hard working people, like yourself, but we cannot catch them all and some are overseas in places that protect them. My best suggestion for you is to dispute the charge with your financial institution. I have attached an image of our website scam page for more information and you can also find it here: *************************************************

  Please know that we are frustrated by these criminals as well and will continue to place maximum effort in removing these fraud sites. In the future, if you decide to purchase from Balsam Hill, please shop our own website, www.balsamhill.com. 

  Respectfully,

  ****

  Balsam Hill Customer Service

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20850380
  
  I am rejecting this response because:
  THEY KNOW THIS COMPANY HAS BEEN RUNNY THIS SCAM AND DID NOT MAKE ANY REAL ATEMPT TO WARN THE PUBLIC NOR SSHUT THEM DOWN. WITH ALL THE COMPLAINTS HERE, THEY KNOW AND HAVE KNOWN. THE *** SITES SEEM TO BE THE REAL THING. I GUESS CLASS ACTION LAW SUITS AND ATTORNEYS ARE WHAT THESE COMPANIES COUNT ON, WHEN THEY JUST EXPECT TO SAY WE SHOULD HAVE KNOWN BETTER. THE COMPANY IS RESPONSIBLE TO KEEP CUSTOMERS FROM BEING SCAMED ONCE THEY KNOW.
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/08/2023

  Type:Delivery 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 saw an ad for a 9ft Christmas Tree. I placed my order on Oct 13, 2023. On my credit card it said summersalt istead of Balsam Hill. On the website it said the item was delivered. It was not. I can't even contact the company to contact anyone about the issue

  

  Business Response

  Date: 11/08/2023

  Good day,

         After reviewing the customer complaint, we determined that the customer did not purchase a tree from us. Unfortunately, they are the victim of a scam/fraud site. Sadly, many fall victim to the scammers who claim to sell Balsam Hill products for prices much like the one described in this complaint. A few things we look for in these cases:

  1: What is the order number. Balsam Hill order numbers generally start with a letter and the current orders begin  with a J when purchased directly from our site. Or, a Y if purchased from a participating retailer. These would include Amazon, Nordstrom, Nordstrom Rack, ***************************, and Pottery Barn. 
  

  2: The price of the item(s): In this case a 9 ft. Classic Blue Spruce on our website with clear lights sells for about $900. Based on the price paid on this order we know that this is not a legitimate order. 

  We do our very best to provide ********* for our customers to avoid being scammed. They can be found on our website at *************************************************

  We recommend that the customer reach out to their financial institution and dispute this charge. 

   

• Initial Complaint

  Date:11/06/2023

  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.

  The company will not offer us resolution to the fact that they cannot provide us with replacement bulbs for our perlite tree which is approximately 1/3 burned out

  

  Business Response

  Date: 11/07/2023

  Hi,
  
  Thank you for reaching out to us about this issue. We're sorry to learn about how the customer feels about the way their concern is being handled.
  
  On November 7, 2023, the customer contacted us via phone asking for assistance on how to get replacement bulbs for their tree from 4-5 years ago. One of our customer service representatives assisted the customer regarding this and tried to find the customers tree order but to no avail.
  
  Since the customer stated that the tree was ordered from 4-5 years ago, they were advised that its most likely to be out of warranty. We have then suggested restringing their tree with new lights available from the market but the customer refused.
  
  While we are still unable to pull up the customers tree order, we kindly advise them to contact our customer service channels and provide the following details that they used when they purchased the tree to further assist the customer with this.
  
  Full name
  Email Address
  Order Number
  Phone Number
  Shipping Address
  Year of Purchase
  
  If there is anything else we can assist the customer with, they can contact our customer service channels.
  
  Sincerely,
  Balsam Hill Customer Service
  

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20834647
  
  I am rejecting this response because:it is an unacceptable solution to string wal-mart ****** lights on a high dollar pre lite Christmas tree. 
  

  we purchased this tree based on corporate / brand recognition and for the convenience of having a pre lite tree.

  we Strongly feel if the company cannot provide us with replacement bulbs for our tree they should either refund the original purchase price or send us an acceptable replacement tree.

  a Simple review of the company reviews shows that this is a widespread problem and to me this is not right and is where the BBB needs to step in.

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

  

  Business Response

  Date: 11/08/2023

  Good day,

          We certainly understand the customers frustration and can work to see if we still carry lights for this specific tree. For us to do that, we would need some pertinent information regarding the order.

  Order number:
  Date of order:
  Name on order:
  Phone # on order:
  Email address on the order:
  
  This information will allow to check if we still carry any lights for this tree. If the tree was ordered prior to 2017, it is likely that we may not. But, we can certainly check. I also wanted to provide some information regarding our Balsam Hill warranty. All of our Artificial Christmas Trees come with a 3 year warranty for lighting and structure and foliage. We do our best to work with our customers if we have older small parts still available but cannot make any guarantees. 
  
  We look forward to hearing back with the information requested. 
  
  Sincerely,
  Balsam Hill
  

  Customer Answer

  Date: 11/09/2023

  Better Business Bureau:
  
  Thanks to the action of the BBB a  representative from BalsaHill called me last night-he was able to determined which bulbs will work with our tree and the order for the replacement bulbs has finally been placed.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as the bulbs being shipped to us are the appropriate bulbs for our tree.

  I have no idea why they could not Have effectively deal with this problem in the first place and despite tremendous efforts on our part seeking resolution from them we would not have gotten This matter taken care of without the actions of the BBB.

  
  Sincere Thanks
  
  *******************

• Initial Complaint

  Date:10/28/2023

  Type:Delivery 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 October 11 I ordered Halloween decorations from a Spirit Halloween online storefront and paid for ground shipping which should have been 3-5 days. My order status is in Chinese and it appears it didn't ship out to *********** until 10/19 and it is still there. These should have arrived before Halloween but they are still sitting in a warehouse in LA. I have reached out several times to customer service. I paid $51.67 and my tracking/order number is AM102019634CN. I would like a full refund since my order did not arrive as promised. Thank you!

  

  Business Response

  Date: 10/30/2023

  Hi,
  
  Thank you for reaching out to us about this issue. We're sorry to learn that the customer did not receive their order yet and that the order status was in Chinese. We understand that they want to be refunded.
  
  Despite our best efforts, we were unable to locate the customers order in our records using their provided information, including their full name and email address.
  
  We would like to inform the customer that orders from ********************** typically begin with a "J" or "Y" and are considered valid when processed on www.balsamhill.com, our official Amazon selling page, or our phone ************ hotline only.
  
  We strongly advise the customer to contact their bank or credit card company to dispute the charge if they placed the purchase in any other way than those described above. Further, for their reference, below are our official website and social pages:
  
  www.balsamhill.com
  www.facebook.com/balsamhill
  www.instagram.com/balsamhill
  www.tiktok.com/@balsamhillofficial
  www.twitter.com/balsamhill
  www.pinterest.com/balsamhill
  
  We are aware that some websites and social media accounts use Balsam Hills images, logo, and/or brand name to mislead individuals. We take this very seriously and we work with a leading vendor to help us detect and remove online impersonators and others who use our intellectual property online without license, and we have designated several members of our internal team to help manage this process and report issues for takedown.
  
  Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** Customer Service
  

• Initial Complaint

  Date:10/23/2023

  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 replied to a ******** post regarding clearance on a Christmas tree. After purchasing I needed to make an adjustment *** the site is spam. I emailed the company and called the number on their website...which is a non working number.

  

  Business Response

  Date: 10/23/2023

  Hi,
  
  Thank you for reaching out to us about this issue. We're sorry to learn that the customer was unable to contact us regarding their purchase.
  
  Despite our best efforts, we were unable to locate the customers order in our records using their provided information, including their full name and email address.
  
  We appreciate the attached screenshots for our reference. We would like to confirm that the provided order number is not valid and we are not associated with the website: ****************************. Orders from Balsam Hill typically begin with a "J" or "Y" and are considered valid when processed on www.balsamhill.com, our official Amazon selling page, or our phone ************ hotline only.
  
  We strongly advise the customer to contact their bank or credit card company to dispute the charge if they placed the purchase in any other way than those described above. Further, for their reference, below are our official website and social pages:
  
  www.balsamhill.com
  www.facebook.com/balsamhill
  www.instagram.com/balsamhill
  www.tiktok.com/@balsamhillofficial
  www.twitter.com/balsamhill
  www.pinterest.com/balsamhill
  
  We are aware that some websites and social media accounts use Balsam Hills images, logo, and/or brand name to mislead individuals. We take this very seriously and we work with a leading vendor to help us detect and remove online impersonators and others who use our intellectual property online without license, and we have designated several members of our internal team to help manage this process and report issues for takedown.
  
  Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** Customer Service
  
  

• Initial Complaint

  Date:10/08/2023

  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.

  With my guidance and assistance, mother purchased a Balsam Hill Christmas tree that was shipped July 24th. She unexpectedly died August 29th. In early September, I called Balsam Hill and spoke to C.S. about the possibility of returning the tree, at my expense to get a refund. I was told they absolutely would take the tree back due to the circumstances. I was told they would send return instructions and a mailing label in 24 hours. I never received anything. I have called and emailed at least 10 times, always being promised the instructions and label would be emailed the next day. I have even tried 2 other email addressed in case there were problems on my end with the email delivery. I have asked for a supervisor call me over and over. No one calls and I never *************.

  

  Business Response

  Date: 10/08/2023

  Hi,
  
  Thank you for reaching out to us about this issue. We're sorry to learn about how the customer feels about the way their concern is being handled.
  
  On September 10, 2023, the customer contacted us via phone to request a return of the tree due to the account holders passing. One of our customer service representatives assisted the customer and processed the return request.
  
  On September 21, 2023, the customer contacted us via phone to request a return label again as they had not received it from the initial request. One of our customer service representatives assisted the customer and followed up on our end about the return label.
  
  Starting September 28, 2023, the customer contacted us via email asking for the return label and requesting a call back regarding their concern. Our customer service representatives assisted the customer in getting the return label. We have requested a new return order to have the return label sent to the customer.
  
  We have sent the return label to the customers provided email address from the email thread and we have opened a call-back request for the customer. We kindly advise them to check their email inbox to see if they already received the return label.
  
  If there is anything else we can assist the customer with, they can contact our customer service channels.
  
  Sincerely,
  Balsam Hill ****************

• Initial Complaint

  Date:10/05/2023

  Type:Delivery 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 9/12/23, I put an order in to purchase 6 Christmas trees. I received an instant pop message saying my order went through, but charge was on hold. I thought maybe my order didn't go through, so push pay again thinking that's why why my first order didn't go through because I must've done something wrong on my end. On 9/15/23, I received two email confirmations that my orders were on their way. That's when I realized that that I have orders of the same trees in each order.On early morning of 10/5/23, I received 2 separate messages that my orders have been delivered, however my husband went out to our front porch and side of house and no items or boxes there. Then I immediately call the phone# listed in the confirmation email and continue to call all day and evening of 10/5/23 and busy tone all day and evening. The phone # I called is: ************. Then I sent an email to the email address they provided for issues at: ******************************************* I didn't receive any responses back at all. I've been scammed. They took my money but trees never delivered. Order#: **************** Tracking#: AM100038247 Order# **************** Tracking#: AM100038159

  

  Business Response

  Date: 10/05/2023

  Hi,
  
  Thank you for reaching out to us about this issue. We're sorry to learn that the customer has not received their orders yet.
  
  Despite our best efforts, we were unable to locate the customers order in our records using their provided information, including their name, phone number, and email address.
  
  We appreciate the attached screenshots for our reference. We would like to confirm that the provided order numbers are not valid. Orders from Balsam Hill typically begin with a "J" or "Y" and are considered valid when processed on www.balsamhill.com, our official Amazon selling page, or our phone ************ hotline only.
  
  We strongly advise the customer to contact their bank or credit card company to dispute the charge if they placed the purchase in any other way than those described above. Further, for their reference, below are our official website and social pages:
  
  www.balsamhill.com
  www.facebook.com/balsamhill
  www.instagram.com/balsamhill
  www.tiktok.com/@balsamhillofficial
  www.twitter.com/balsamhill
  www.pinterest.com/balsamhill
  
  We are aware that some websites and social media accounts use Balsam Hills images, logo, and/or brand name to mislead individuals. We take this very seriously and we work with a leading vendor to help us detect and remove online impersonators and others who use our intellectual property online without license, and we have designated several members of our internal team to help manage this process and report issues for takedown.
  
  Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** Customer Service
  
  

• Initial Complaint

  Date:10/05/2023

  Type:Delivery 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 3 separate orders with company and never received merchandise and email says invalid and bank couldnt do an error resolution to refund my money

  

  Business Response

  Date: 10/05/2023

  Hi,
  
  Thank you for reaching out to us about this issue. We're sorry to learn that the customer has not received their orders yet.
  
  Despite our best efforts, we were unable to locate the customers order in our records using their provided information, including their name, phone number, and email address.
  
  We appreciate the attached screenshots for our reference. We would like to confirm that the order numbers from the screenshots are not valid. Orders from Balsam Hill typically begin with a "J" or "Y" and are considered valid when processed on www.balsamhill.com, our official Amazon selling page, or our phone hotline only.
  
  We strongly advise the customer to contact their bank or credit card company to dispute the charge if they placed a purchase in any other way than those described above. Further, for their reference, below are our official website and social pages:
  
  ?www.balsamhill.com
  ?www.facebook.com/balsamhill
  ?www.instagram.com/balsamhill
  ?www.tiktok.com/@balsamhillofficial
  ?www.twitter.com/balsamhill
  ?www.pinterest.com/balsamhill
  ?
  We are aware that some websites and social media accounts use Balsam Hills images, logo, and/or brand name to mislead individuals. We take this very seriously and we work with a leading vendor to help us detect and remove online impersonators and others who use our intellectual property online without license, and we have designated several members of our internal team to help manage this process and report issues for takedown.
  
  Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** Customer Service
  

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20697759
  
  I am rejecting this response because:the bank is unable to complete an error resolution to get my money back and I was told to notify the company.  I dont feel like this is my error if it is indeed a scam and not your business 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/08/2023

  Hi,
  
  Thank you for contacting us again.
  
  We understand what the customer feels regarding this issue. Please know that we are unable to do anything on our end due to the order was not valid, and not placed through our official website and hotline.
  
  We strongly advise the customer to contact their bank or credit card company to dispute the charge since the order was placed on a different website.
  
  If the customer has any other concerns, they can contact our customer service channels.
  
  Sincerely,
  Balsam Hill Customer Service
  
  

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20697759
  
  I am rejecting this response because:
  As I stated before I have went to my financial institution and tried to do an error resolution with them and they stated because I placed the order that they cant do anything on their part to co tact the company. So apparently Im out to e money because youre saying its a fraudulent company and bank is stating nothing they can do on their end.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/09/2023

  Hi,
  
  Thank you for getting back to us.
  
  We are sorry to hear that the customers financial institution is also unable to do anything on its end. Per our previous response, we are unable to do anything on our end due to the order being invalid, it cannot be found on our system, it is placed on a different website and not on our official website or our hotline.
  
  We strongly advise the customer to try and contact their bank or credit card company again to dispute the charge.
  
  Should the customer have any other concerns, they can contact our customer service channels.
  
  Sincerely,
  Balsam Hill ****************