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:01/09/2023

  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 placed an order and never received my item. Upon calling several times I was told my item was out of stock and they would issues a refund. They sent me an email to with return labeling but told me to ignore that and my refund would be issued in 3 to 5 days. This timeline has come and gone. Each time I call to get my refund they open new ticket and tell me it will be 3 to 5 days for a refund. It's one big circle. I just want my money back.Please help.

  

  Business Response

  Date: 01/09/2023

  
  Hi,
  
  Thank you for forwarding the customer's response.
  
  We see that the refund concern has been addressed along with the refund details making this issue resolved. The customer should expect it within 3-5 business days but it could also take up to 30 days to reflect on their financial statement depending on their bank's processing times. We recommend contacting their bank and provide the transaction ID for more information.

  
  For additional concerns, please have the customer contact our customer service channels for proper assistance.
  
  Cordially,
  Balsam Hill Customer Service 

• Initial Complaint

  Date:01/08/2023

  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 bought a Christmas tree from Balsam Hill and their customer service validated it was still under warranty. The tree is cheap and has substantial electrical challenges. First they offered to send two stings of lights as part of the warranty. Second, I never received the lights, which many the reviews point out. Last, another set of lights have burned out indicating the electrical problem with the tree. I have over 15 strings of lights that I have used indoor and outdoors for the last 7 years without losing 1, but this tree has lost more than one a year on average. It is a poor quality tree and poor quality factory supplied electrical components.

  

  Business Response

  Date: 01/09/2023

  Hi,

  Thank you for forwarding the customer's message.

  We apologize for the light issue being experienced on their tree. While their warranty is still up at the time of their contact, please note that it ended in December 2022. However, we would still be glad to extend our help and provide a solution to get them a working tree again.

  On November 20, the customer chatted with us and he was assisted with some troubleshooting. As the issue didn't resolve, the chat agent offered a light strand replacement. On the same day, we sent out an email to verify the customer's updated shipping address because the agent didn't have a chance to do it during their chat session because it was ended prematurely. Unfortunately, we didn't get an email response from the customer hence we couldn't proceed with the order.

  With this, we ask the customer to contact back us and provide the necessary information for us to complete the warranty request.

  We hope this helps.

   

  Regards,

  Balsam Hill Customer Service

• Initial Complaint

  Date:01/06/2023

  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.

  I purchased a 2 pack of ******* Spruce ******* on 11-20-22. A 2 ft section burned out earlier this week (1-6 today). I paid $311.23. These are LED and shouldnt burn out and have issues this quickly at this price point. I contacted customer service by phone 3 times, chat once and email once today. BH wants me to fix it myself and will not stand by the product stating its only warrantied 30 days. I asked to speak to a supervisor and they refused. 30 days is awfully short for such an expensive product. I would never purchase from them again. This kind of quality and service isnt financially or environmentally sustainable.

  

  Business Response

  Date: 01/08/2023

  Hi,
  
  Thank you for reaching out to us about this issue. We're sorry to learn about how the customer feels with the way their concern is being handled and we apologize for the inconvenience that this has caused.
  
  Starting January 7, 2023, the customer contacted us regarding the lighting issue on the item. Our customer service representative assisted the customer with some troubleshooting and informed that the item is already out of the 30-day warranty. The customer can visit our Premium Guarantee <************************************************************************; to know more.
  
  Since the item is already out of warranty, we can make a one-time exception and provide a replacement. We have submitted a request to the proper member of our team. The customer will receive a notification once an update is available.
  
  We hope this helps. For additional assistance, the customer can always check our website. Have a nice day.
  
  Regards,
  Balsam Hill ****************

  Customer Answer

  Date: 01/12/2023

  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 provided I receive the product as promised. 
  
  *****

• Initial Complaint

  Date:01/04/2023

  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 placed an order as part of a post-christmas sale for christmas trees on 12/28/22 under order number H026024768 for $1,381.63. I received an email the following day, on 12/29/22 saying that my order was being refunded because it could not ship to ******* although I encountered international shipping charges. I spoke with a rep that evening and was told the item was not in stock, then informed that it was not a stock issue, that the item was oversized for international shipping. The **** ****** took my credit card information and attempted to place an order, then encountered a "technical issue" on their end and said he would call me back. I called approx 24 hours later on 12/30 and was told another story for the cancellation. I spoke with a supervisor ****** who said the call back time is normally ***** hours. I called back today, 1/4/23 spoke with a rep who informed me that there was no order having been attempted to be placed, that a representative should not take my credit card information, and that the item which was on sale for approx 50% off was no longer available to order due to out of stock. The rep directed me that the stock would be replenished, however the sale would not apply. I requested to speak with a supervisor, she informed me she was a supervisor and that she would notify her supervisor and that I may or may not be contacted, despite specifically stating that I was requesting a supervisor contact me. I feel that the company is refusing my purchase at the discount that I originally placed my order with when they cancelled my order, encountered technical issues on their end, against policy recorded my credit card information, and subsequently ran out of stock. I feel exploited and have wasted over 2 hours of my time with this company that did not conduct honorable business practices.

  

  Business Response

  Date: 01/08/2023

  Hi,
  
  Thank you for reaching out to us about this issue. We're sorry to learn about how the customer feels with the way their concern is being handled and we apologize for the inconvenience that this has caused.
  
  The Christmas tree on the customers order has not been shipped out since the item was already out of stock. We have processed the refund for the item accordingly once we have sent the out of stock notification. Our representative assisted the customer for reordering the item. However, we are having a problem placing the order. We have credited a 15% discount back to their original mode of payment to compensate for the inconvenience.
  
  We would like to offer a 5% discount to be applied on the customers future order to compensate for the inconvenience. They can contact our customer service channels and present the new order number so we can process the discount.
  
  For additional assistance, the customer can always check our website. Have a nice day.
  
  Regards,
  Balsam Hill ****************

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18683474
  
  I am rejecting this response because: The item was in stock when I placed the order, which was cancelled by your company, demonstrated in the email.  The item remained in stock later that day when I spoke with your representative ***** who stated there were 57 (I believe) trees available.  The rep then took my credit card information over the phone to place the order, and encountered technical issues on the business end.  I was later told that representatives do not take credit card info, and when I explained that my credit card info was taken was explained he may have been a temp, uncaring that my credit card info was taken against policy or any of the privacy implications made.  When I contacted customer service, and requested to speak to a supervisor, the next day, they told me that I had to wait up to 48 hours for them to resolve the technical issues they encounter.  I also was assured that the price for the set was in the system and would be honored when I explained concern of the item selling out.  When I did not receive a call back, I followed up with a 3rd call to customer service I was told the tree was sold out at that time.  To lie, and choose to overlook all of the previous interactions with your company is dishonest. To offer a 15% sale on a $1200 tree when the sale I ordered under was 50% off (all approximations) is selfish.  You cancelled the order because your site does not address international shipping, then your customer service encountered technical issues, THEN you sold out of inventory and offer 15% rather than the 50% off for a Christmas tree purchase made immediately following Christmas.  Thats disgraceful. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/09/2023

  Hi,

  Thank you for forwarding the customer's response.

  We acknowledge the customer's rejection and respect their opinion regarding this delicate matter. While we do our absolute best to keep inventory levels up-to-date, it can happen on occasion that an item sells out before we have the chance to change that information on our website.

  We know that this can be a frustrating situation and sincerely apologize for any inconvenience this may cause, thus, we have processed their a refund immediately.

  Furthermore, we have limited insights as to when a product becomes available or elected on sale. We have available coupons on the website which can be used upon checkout and/or customers can opt in to our mailing list to get exclusive promos in this regard.

  This matter is resolved and the best we can provide at this time is the discount previously offered. For other concerns, please have the customer contact our customer service channels for proper assistance.

   

  Sincerely,

  Balsam Hill Customer Service

• Initial Complaint

  Date:01/03/2023

  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 purchased a Christmas Tree from Balsam Hill on 12/27/2022 for the amount of $640.93. I received an email confirmation right away and they sent me my order number as well as charging my card that I paid with. Order #H025934000. I waited a week and didnt receive shipping confirmation so I called them today 01/03/2023. They told me the tree that I ordered is no longer in stock and I told them I was willing to wait for it to be back in stock since they already charged my card. They told me they could not honor that price and I would only receive a discount of 10% of the original price of $1200. I asked them to honor the sale price that I purchased and was charged for and they told me no. I am wondering if they would have even reached out to tell me that they wouldnt be shipping me my order as I had to be the one to reach out. The $640.93 was deducted from my account and I believe that they are in the wrong and need to fulfill my order and honor the price that I was originally charged. If you could please look into this, it would be greatly appreciated. The order is under *******************. Thank you.

  

  Business Response

  Date: 01/04/2023

  Hi,
  
  Thank you for reaching out to us. We're sorry to learn about how the customer feels with the way their concern is being handled.
  
  We are sorry to hear that the customer did not received any notification from us regarding the out of stock item as to why their order has not been shipped out by the time. We apologize for the inconvenience that this has caused.
  
  On January 2023, the customer called us to know the status of their order. Our customer service representative advised the customer that the item is currently out of stock and proceeded to request for a refund. The order was already fully refunded on 1/4/2023.
  
  We would like to offer a 5% discount to be applied on their future order to compensate for the inconvenience. The customer can contact our customer service channels and present the new order number so we can process the discount.
  
  For additional assistance, the customer can always check our website. Have a nice day.
  
  Regards,
  Balsam Hill ****************

• Initial Complaint

  Date:01/03/2023

  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.

  Dear BBB:I'm seeking help in resolving a complaint with Balsam Hill (**) in connection with my order #H025462177 for a 9' ***************** Fir Narrow purchased on 12/12/22 for $1,005.94. I am seeking a refund of $320 from **, which a ** supervisor told me that I'd receive on 12/24/22 ($200 credit for a price match given that the ** tree went on sale while I was waiting to receive the tree plus $120 which was a 15% discount to cover the cost of a fresh tree that I had to buy while waiting to receive the ** tree). Here are details:On 12/12/22, I placed the above order for $1,005.94, which arrived in 3-4 days.On 12/17/22, we assembled the ** tree, but discovered it was defective. There were 4 sections of the tree and section 3 did not fit onto section 2. I immediately called ** and was told that a replacement would be sent by 12/21/22, and that I should box-up the defective tree and take it to Fed Ex, which I did. On 12/21/22, I called ** when the replacement tree did not arrive. I was told that a mistake had been made and that it would not arrive until 12/27/22. This was upsetting as I have children and didn't want to be without a tree on Christmas. On the call, I was told by a ** supervisor that I could return the tree when it arrived for a full refund of $1,005.94, given that I would be receiving it after Christmas.On 12/22/22, I purchased a fresh tree and lights. I also noticed that the exact tree that I bought from ** was now on sale for $799, which was $200 cheaper than I paid.On 12/24/22, I called ** to inquire about a partial refund. I spoke with a ** supervisor and was told that I'd receive two refunds totaling $320: (1) $200 credit for a price match given that the ** tree went on sale while I was still waiting to receive the tree and (2) $120 which was a 15% discount of the now reduced $799 cost to cover the cost of the fresh tree that I had to buy while waiting to receive the replacement tree from **). On 12/28/22, I finally received the replacement tree from **, which works. On 1/3/23, I noticed that ** had not processed any refunds on my credit card, and I called. I was told that both refunds were rejected despite the representation made to me by the ** supervisor on 12/24/22. I asked to speak to a supervisor, and they said that while they could process a 15% discount ($150), they would not process the price match. They also said that it was too late to return the tree and receive any refund. I am seeking the $320 in refunds that the ** supervisor promised me on 12/24/22: (1) the $200 credit for a price match given that the ** tree went on sale while I was waiting to receive the tree and (2) $120 which was a 15% discount to cover the cost of a live tree that I had to buy while waiting to receive the ** tree. I appreciate your assistance in resolving this complaint.Respectfully,*************************************

  

  Business Response

  Date: 01/04/2023

  Hi,
  
  Thank you for reaching out to us. We're sorry to learn about how the customer feels with the way their concern is being handled and we apologize for the inconvenience that this has caused.
  
  On December 17, 2022, the customer called regarding the issue on their tree. Our customer service representative assisted the customer with some troubleshooting and requested a full tree replacement to be sent.
  
  On December 22, 2022, the customer called to get a refund since the replacement is not going to arrive before Christmas. Our customer service representative advised the customer that the replacement is already in transit and can no longer be cancelled.
  
  On December 24, 2022, the customer called for a price match. Our customer service representative assisted the customer with the request and was offered an additional 15% discount due to the delay on the replacement. The initial request for the price match refund was rejected due to clearance period.
  
  On January, 3, 2023, the proper member of our team have processed the customers price match request and 15% discount to compensate for the inconvenience.
  
  We confirm that no credit is due to the customer as of this writing since we have already refunded back to their original mode of payment all discounts that has been requested and offered; and the replacement tree has already been delivered on 12/28/2022.
  
  For additional assistance, the customer can always check our website. Have a nice day.
  
  Regards,
  Balsam Hill ****************

  Customer Answer

  Date: 01/06/2023

  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,
  
  *************************************

• Initial Complaint

  Date:12/31/2022

  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 ordered a tree that am dissatisfied with solely due to the size of it & being mislead via the website. One branch is six inches longer than any other something that the website (pictures attached) do not properly convey. This is a 36 - 37" tree not a 43" as advertised.I'd simply like to exchange it (perhaps even pay more) for a tree that is properly sized & advertised. I initiated contact within 30 days of receipt of the tree but am now learning of a "or before 12/25" stipulation as well. This is NOT well communicated during the ordering & receiving process. I can edit the order within 30 minutes but need to access other pages to learn the full exchange details. I needed the full 30-days in order to properly assess & incorporate the tree into holiday activities. Knowing an exchange any earlier would not have delivered the replacement in time.This is NOT an attempt to return a tree I am done with. I am simply looking for a properly advertised tree that I can have for years to come. I attempted to handle this via customer service without resolution.The tree I'd like to exchange has one branch that is 6 inches longer than any other &

  

  Business Response

  Date: 01/01/2023

  Hi,

  
  Thank you for bringing this to our attention.
  
  We regret to hear that the item did not meet the customer's expectations. We acknowledge the customer is looking to exchange their item for a wider variant. Our trees widths' are measured [on both ends] from the widest part when fully fluffed and the photo did not suffice the claim. While the stipulated policies are included in the terms and conditions for our customers to review upon checkout, thus, it is ***************** period.
  
  For additional concerns, please have the customer contact our customer service channels for proper assistance.
  
  
  Cordially,
  Balsam Hill ****************

  
  

  Customer Answer

  Date: 01/02/2023

   
  Complaint: 18666807
  
  I am rejecting this response because I have reached out to their customer service & they were not open to discussing the specifics of the matter. I have a tree that I paid quite a bit for that was misrepresented. Id like to think that a company as focused on quality as they convey would be inclined to satisfy a repeat customer. I believe Im actually doing them a favor by pointing out the 
  errors on their measurements. Had they had the width in two or three places as the trees taper in, I believe myself & likely others would be in a much better spot. 
  

  I reject based on a sincere effort on my part to rectify the situation & a very simple request to exchange the item for a tree that is properly advertised. The one I received is not.

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

  

  Business Response

  Date: 01/04/2023

  Hi,
  
  Thank you for reaching out back to us. We're sorry to learn about how the customer feels with the way their concern is being handled and we apologize for the inconvenience that this has caused.
  
  We understand that the customer wants to exchange their tree to a different once. However, when they contacted us it was already past the return period as we can only accommodate it within 30 days of receipt or prior December 25, whichever comes first. They can visit the Returns and Exchange Policy <*************************************************************************; to know more.
  
  While we understand that the return period on their order has already ended, we can provide a one-time exception to accept the return of the item for an exchange wherein a 20% restocking fee and flat return label fee will be applied. We have requested a return label and it is currently pending for approval. The customer will receive an email notification once it is approved.
  
  While our policies may not align in the customer's favor at their current circumstance, we have them in place to serve as a guideline and applied to all other customers we have.
  
  For additional assistance, the customer can always check our website. Have a nice day.
  
  Regards,
  Balsam Hill ****************

• Initial Complaint

  Date:12/31/2022

  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.

  My wife purchased ******* which was advertised as non battery operated only to find out that it was battery operated when it arrived. When she spoke with customer service for an exchange, we mailed the old ******* in only to receive another ******* that was battery operated. Additionally, *********** that arrived did not work (would not light up). Due to an unreasonable return policy time frame, the company is refusing to refund.

  

  Business Response

  Date: 01/01/2023

  
  Hi,
  
  Thank you for forwarding the customer's review. We acknowledge they are looking to get a refund for the defective item.
  
  We see their recent contact with us which they're asking for return extension way past the stipulated return period along with the discount refund have been fulfilled making this issue resolved. Furthermore, the items purchased are battery-operated and no corded lights for the exact variant elected upon checkout. 
  
  For additional concerns, please have the customer contact our customer service channels for proper assistance.
  
  Cordially,
  Balsam Hill ****************

  Customer Answer

  Date: 01/02/2023

   
  Complaint: 18666447
  
  I am rejecting this response because: the return policy is unreasonable. Moreover, the customer service representatives misinformed us about the availability of plug in versions of the product. If the merchant refuses to provide a refund, the merchant should at least provide a replacement for the defective product with no-cost shipping each way.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 01/04/2023

  Hi,
  
  Thank you for reaching out back to us. We're sorry to learn about how the customer feels with the way their concern is being handled and we apologize for the inconvenience that this has caused.
  
  We are sorry to hear that *********** is having a lighting issue. We would also like to calrify to the customer that all garlands on their order are battery operated. The customer can try these troubleshooting steps to see if they can help:
  1. Replace batteries
  2. Check for loose bulbs
  3. Try replacing affected bulbs
  
  If these steps do not work, please call or chat with us as Balsam Hill works on all warranty cases over the phone and via chat. One of our specialists can briefly troubleshoot with the customer and immediately check on any replacement they might need.
  
  For additional assistance, the customer can always check our website. Have a nice day.
  
  Regards,
  Balsam Hill ****************

• Initial Complaint

  Date:12/29/2022

  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 got these two last year I think in January. We never pulled them out till this Christmas. They say that they use gloves to protect these trees but really they should look to see if the bar is straight. This tree is very crooked. My husband said that he can try to strighten it out but really I paid a lot of money for them. This one tree really does look bad and to be truthful the lights arenot really nice either. Would I buy them again NO....I would never buy anything from this company. I did call there customer service and was told sorry 30 day returnm policy. Who puts up trees after Christmas. I actually am putting all my decor away.

  

  Business Response

  Date: 12/29/2022

  Hi,
  
  Thank you for reaching out to us about this issue. We're sorry to learn about how the customer feels with the way their concern is being handled and we apologize for the inconvenience that this has caused.
  
  Starting December 12, 2022, the customer called us to report that the pole was bent in one of the decor they have purchased. Our customer service representative advised the customer that the item is already out of warranty and outside the return period since the order was placed on December 27, 2021.
  
  We recommend our customers to inspect their orders once received. The item has a 30-day warranty from the date of receipt, and we can only accept returns within 30-days of receipt or prior December 25, whichever comes first. The customer can visit our Premium Guarantee policy <************************************************************************; and Returns and Exchange policy <*************************************************************************; to know more.
  
  While we can no longer refund the order, we can make a one-time exception and provide a replacement for the defective item. Please note that this will be subject for availability. Should the customer wants to proceed, they can contact our customer service channels.
  
  While our policies may not align in the customer's favor at their current circumstance, we have them in place to serve as a guideline and applied to all other customers we have.
  
  For additional assistance, the customer can always check our website. Have a nice day.
  
  Regards,
  Balsam Hill ****************

• Initial Complaint

  Date:12/27/2022

  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.

  I purchased a Balsam Hill Christmas Tree and what I received did not look anything like their photos on the website! I missed the return dates, but still feel the company should stand behind their products and stop deceiving people! I broke my leg in October and was in the hospital for two weeks and then in rehab for a few weeks also. When I got home I was non weight bearing. my husband opened the box two days before Christmas. We did not even decorate it as I could not get to the ornaments. I am very unhappy with this company and their products! I would either like my money back or an exchange on my tree!

  

  Business Response

  Date: 12/27/2022

  Hi,
  
  Thank you for reaching out to us about this issue. We're sorry to learn about how the customer feels with the way their concern is being handled and we apologize for the inconvenience that this has caused.
  
  Starting December 27, 2022, the customer contacted us to return their ********************** tree. Our customer service representatives advised the customer that it is already past the return period. Please be advised that we can only accept returns or exchange of the items within 30 days of receipt or prior December 25, whichever comes first. The customer can visit the Returns and Exchange Policy <https://www.balsamhill.com/help-order#returnexchangepolicy> to know more.
  
  In line with this, we can make a one-time exception and would like to offer an exchange for the customers tree. Should they want to accept, they can contact our customer service channels to proceed with the exchange. The customer can place their new tree order and we will provide a return label with an applicable fee if the new item has a lower value than their current tree.
  
  While our policies may not align in the customer's favor at their current circumstance, we have them in place to serve as a guideline and applied to all other customers we have.
  
  For additional assistance, the customer can always check our website. Have a nice day.
  
  Regards,
  Balsam Hill ****************

  Customer Answer

  Date: 12/28/2022

  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,
  
  *****************************