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:12/27/2022

  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.

  Order tree on Oct 4 2022 7.5 *************** fir flip tree ***** plus tax = ***** we opened the tree November 25 2022 when it was opened and up it looked nothing the pictures so after 3 hours of fluffing I called Balsam Hill and was told they only return trees for 30 days from purchase. I asked if they could return the tree and was told no it after the 30 days so they sent a replacement it looked a little better but nothing like the pictures I called and was told that was I they could do. We have not been happy with this tree that looks nothing like what the show are described in the add. I called again on December 27 2022 after having company at our house again and every one said how horrible the tree looked and that it looks nothing like the pictures or descriptions on Balsam Hill web sight when I called today I was told they can ship me another tree only because I missed the return time of December 25 ******************************************************************** November I was told I couldn't return the tree like I asked to he said I was given wrong information and that I had until December 25 2022 this tree is horrible and so was the first on I was told it is the design of the tree and if they ship another one it most likely will look the same I told him this tree looks nothing like the pictures or descriptions on there web sight and I would like to return the tree he said it is to late now,I told him had I been given the proper information when I called on November 25 2022 I would not be having to deal with this or be stuck with a tree that looks nothing like what I ordered

  

  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.
  
  On November 2022, the customer called due to the tree has missing branches, it has bald spots, and requested to return it. Our customer service representatives assisted the customer. We have advised them that it was already past the return period and offered a full tree replacement to be sent into which the customer agreed to.
  
  Starting December 2022, the customer contacted us to initiate a return for their replacement 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 <*************************************************************************; to know more.
  
  In line with this, we can make a one-time exception and would like to offer a late return of the tree with an applicable 20% restocking and a flat $25 label fee per carton. Should they want to accept, they can contact our customer service channels to proceed with the return.
  
  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

   
  Complaint: 18644425
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/26/2022

  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.

  I had received a replacement tree on Dec 2nd and in less tha 1 month the fuse has blown on the new tree about three times and we constantly have to replace it as this tree the lights keep going out ALSO the plug started to melt. We were left with a tree with no lights for Christmas as well as a fire hazard it posed to our home. I expressed another replacement tree is no acceptable and I expect a refund. The response I received from Balsam Hill I found to be appalling which is copied and pasted below. After I received the response below I called and spoke to 3 people who were no helpful and refused me a refund. The second person I spoke to said the tree is fire ******ant in which I told her that was not a smart thing to say as my home is not fire ******ant. The last person I spoke to was surprised at the response as well. I am not comfortable with the product and spent a lot of money on the tree and I want my money back. Below is Balsams response. Dear ******,I hope this email finds you well.I'd like to reach out to you regarding the issue you are having with the replacement tree you received last December 2, 2022. Your concern has been brought to my attention, and I hope that we can work together in resolving this.First, I'd like to apologize for the melted fuse and I hope that everything and everyone in your home is safe. I recommend having an electrician inspect the wiring system in your house to ensure that everything is safe. While we're unable to process a refund since the order was placed last July 15, 2021, what I can do is process a new replacement instead. Should you accept this, I'd like to request you confirm your shipping address to ensure that the information we have is updated.I look forward to hearing back from you.Sincerely,???*********************************** Loyalty

  

  Business Response

  Date: 12/26/2022

  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.
  
  On November 2022, the customer contacted us regarding the lighting issue of their tree. Our customer service representatives assisted the customer and requested a full tree replacement to be sent to the customer.
  
  Starting December 2022, the customer contacted us again due to the replacement tree being a fire hazard and expressed that they wanted a refund. Our customer service representatives explained that a refund is not possible as the order was placed on July 2021, we have already serviced it under warranty, and we can only honor returns for our products within 30 days upon receipt or before December 25, which ever comes first. The customer can visit our Returns and Exchange Policy to know more: **********************************************************************
  
  As per our previous exchange if emails with the customer, we will replace their tree to fix the issue they are having. We recommend them to contact our customer service channels to file a new warranty claim.
  
  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: 12/27/2022

   
  Complaint: 18639733
  
  I am rejecting this response because:

   

  I understand a return policy BUT when the product has to be replaced two times for the same issue and posing a fire hazard to a customers home I should not be forced to receive another replacement under these circumstances as I am not comfortable with any type of product from Balsam Hill at this juncture.  I expect a full refund and will be happy to return the defective tree.  Also, to imply that the wiring in my home is faulty and that I should bring in an electrician to look at it is INSULTING!  Under these circumstances I should not fall into your standardized return policy.   

   

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

  

  Business Response

  Date: 01/04/2023

  Hi,
  
  Thank you for reaching out back to us.
  
  We understand the customers insight regarding this and we are sorry to hear that it is posing a fire hazard to the customers home. Since the return of the item is already in progress, we will process their refund once we receive the item back at our warehouse.
  
  We sincerely apologize for the process this has been.
  
  For additional assistance, the customer can always check our website. Have a nice day.
  
  Regards,
  Balsam Hill ****************

• Initial Complaint

  Date:12/24/2022

  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.

  I bought a tree listed for $950 on December 20, and saw that shortly after the price was significantly lowered (to $799) so reached out about seeing if I could get a price match (prior to the order even arriving). When they refused, I inquired about an exchange or return instead. Customer service agents consistently told me that -- despite the order not even being scheduled to arrive until Dec 24th at the earliest, in order to do an exchange or return, I would need to do so by December 25. ***** is not open/operating on Dec 25. Therefore, it would be literally impossible for me to get an exchange or return for this item. Despite me telling them this multiple times, no one ever acknowledged that this is an impossible feat to ask of me, and just repeated that I will need to return the tree by December 25 in order for the return to be accepted. They denied giving any extension so that I could actually do a return/exchange.

  

  Business Response

  Date: 12/26/2022

  Hi, 

  Thank you for sending the customer's message.

  We understand that the their order had a price change after they made the purchase.

  With regards our Payment Guarantee policy, please note that adjustments are not applicable to clearance items. 

  On 12/20, the customer placed the order for the tree.

  On 12/21, we started our clearance event wherein prices of our trees were mostly reduced including the tree that the customer purchased.

  On 12/24, the customer contacted to get a price match. We informed them that order isn't eligible as the new price is for our clearance sale and we offered a return.

  However, we still wish to offer a one-time exception to honor the new price. We successfully requested a credit on the customer's original payment method which will be completed within 3-5 days or can take up to 30 days to reflect on their bank statement depending on their bank's processing time. They may reach out to us via email to get the transaction ID of the refund.

  We hope this helps.

  Sincerely, 

  Balsam Hill Customer Service

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

• Initial Complaint

  Date:12/19/2022

  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 purchased a Silverado slim 6 ft. tree last late January. I thought the prices would be less after Christmas. There was no paperwork with the tree. The tree does not look as full as pictured in your ads. The branches are not strong enough to hold heavier ornaments. Its not what I expected for the price.This is what the box said. What do you suggest? BALSAM HILLSILVERADO SLIM6! TREE with LED COLOR+CLEAR LIGHTS ******* WWW.BALSAMHILL.COM

  

  Business Response

  Date: 12/20/2022

  Hi, 

  Thank you for sending the customer's message and we apologize if the tree didn't meet their expectations. 

  We understand that they prefer to exchange it at this time, however, please be advised that since the tree was ordered on December 28, 2021, it's already past the return period hence the order is no longer valid for an exchange. We also didn't have records that the customer attempted to reach out to us upon receipt of the item.

  You may review our Return Policy through this link: www.balsamhill.com/help-order#faq1.

  Sincerely,

  Balsam Customer Service

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18606437
  
  I am rejecting this response because:
  I bought the tree for this years use.  There was no paperwork enclosed with the tree, so I cant say when I received it.  If the exchange has to be one year, it still isnt a year.  I would have reached out to them, but I didnt see how I could.  If they dont want to exchange it, I will just continue to display this one.  Thanks for your help. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/21/2022

  Hi,
  
  Thank you for getting back to us.
  
  We understand that the customer wants to exchange their tree and we acknowledge that they will keep it if we do not allow the return or exchange.
  
  We recommend all our customers to inspect their orders upon arrival and contact us within 30 days for any issue or concern. The customer can contact our customer service channels for any other concern with the item.They can visit out Contact Us page. https://www.balsamhill.com/contact-us
  
  Please be advised that we can only accommodate a return or exchange of the item within 30 days of receipt or prior December 25, whichever comes first. The customer can visit the Returns and Exchange Policy to know more. https://www.balsamhill.com/help-order#returnexchangepolicy
  
  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: 12/21/2022

   
  Complaint: 18606437
  
  I am rejecting this response because:  I purchased it after Christmas but didnt receive it till January.  We checked it to see if the lights worked but didnt fluff it up till putting it up for this Christmas.  We stored it as packed till we were putting it up for Christmas.  In the pictures they show it as a full lovely tree, however it looks in reality, it looks like a scrawny tree.  Im just very disappointed with it.  I had a beautiful 9 foot tree but I am now too old to be on an eight foot ladder to decorate.  I gave it away and bought this one.  Hopefully they will come up with a solution.  

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

• Initial Complaint

  Date:12/19/2022

  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.

  I had sent in a complaint a few weeks ago about a tree I had purchased was not correct and received a smaller tree the I had ordered. I called them and the 2 people I talked to they were no help and told me that I would have to pay 20 percent of the tree cost just to send it back. I have not received any info on the previous complaint sent in. Can you let me know if anything has been done or if you had a word back from the company. Thank you, ***************************

  

  Business Response

  Date: 12/19/2022

  Hi,

  Thank you for sending the customer's message.

  We are sorry to learn that the customer received a different tree from what they ordered.

  On November 30, the customer called to report that they received a different lighting version of the tree as they claimed that they purchased a Twinkly Light Show version.

  Please be advised that the customer ordered a tree with SKU ******* which is a Color + Clear LED version. We can send them the invoice of their purchase via email.

  If the issue is about the height, we ask them to please send us a picture with the measurement of the tree received along with the 17-digit UPC number which can be found on the product box for us to validate and process a necessary solution. 

  We hope this helps.

  Sincerely, 

  Balsam Hill Customer Service

• Initial Complaint

  Date:12/17/2022

  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 received a 6.5 Classic Blue Spruce Tree from Balsam Hill on 11/24/20, to replace a previous tree that shorted out on us less than 2 years earlier. About 1 week ago, the replacement tree began going dark in areas throughout the tree. I replaced bulbs and master bulbs and while some lights came back on, other sections stayed dark. Furthermore, all the bulbs in said area were burned out, another apparent short. I called BH today 12/17/22, and spoke to ****** who helped troubleshoot the issue. We changed fuses and master bulbs without luck, the problem still persisted His solution was for me to go and buy a strip of lights to hang on my tree, which is unacceptable. I find that to be insulting given the amount of money this BH tree cost, and for them to only last an average of 2 years (in my experience) seems completely irresponsible on the part of BH. This is now a pattern of shoddy craftsmanship on these trees, something as a consumer I would not expect given the high cost of these trees. As such, I asked to speak to a supervisor and was transferred to **** *****. After expressing my concerns to her, she gave me the same option of going out and buying a strip of lights for my tree. I again stated that was unacceptable and asked her if not even a credit or discount toward the purchase of a new tree was an option in the event we decided to do so, given that Christmas is next week and because of these defective trees from BH, we will now need a new one. At that point, she stated she could give me a 10% discount. I asked her for an email confirming this which she declined. Instead, she said I should purchase the tree first, then call back and ask for her since she was the only **** ***** there. I find all of these so called solutions unacceptable and very costly in terms of both money and time for me, the consumer. Very disappointing.

  

  Business Response

  Date: 12/18/2022

  
  Hi,
  
  Thank you for forwarding the customer's response.
  
  We regret to hear about the lighting issue. We see that the warranty concern has been addressed making this issue resolved. Their original tree has been warantied within the coverage period while warranty excludes burned-out bulbs and normal wear and tear, and will be voided in the cases of damage due to misuse, neglect, intentional alteration, or other events beyond our reasonable control.

  The 10% discount on next purchase was offered to show our appreciation to their business and still stands. For additional concerns, please have the customer contact our customer service channels for proper assistance.

  
  Cordially,
  Balsam Hill Customer Service 

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18604819
  
  I am rejecting this response because: the tree has shorted due to shoddy workmanship, not neglect. We have paid too much money for this tree for this recurring issue to simply be dismissed. We continue to be dissatisfied and our complaint stands  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/19/2022

  
  Hi,
  
  Thank you for forwarding the customer's response.
  
  We acknowledge the customer's rejection and respect their opinion regarding this delicate matter. Our warranty guarantees the quality of our artificial Christmas trees factory installed lights (excluding burned-out bulbs), frame, foliage, hinges, and tree stand. Any repair or replacement of defects in those parts are fully covered by the warranty within the specified time frame which we have fulfilled by sending them a full tree replacement making this matter resolved. While the return period covers 30 days from the receipt date and this was a 2018 purchase.
  
  For other concerns, please have the customer contact our customer service channels for proper assistance.
  
  Sincerely,
  
  Balsam Hill ****************

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18604819
  
  I am rejecting this response because: I am not satisfied that they are taking responsibility for their product and I aa the consumer am being *******. Fact - the tree they shipped in 2018 was defective hence the replacement. Fact - the replacement is defective hence the short. That's two trees the didn't last. If they are going to charge for a Cadillac, their product better perform like a Cadillac. We remain dissatisfied. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/15/2022

  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 noticed an advertisement on ******** from Balsam Hill. Balsam Hill was apparently selling Christmas Trees for $99.93 dollars. I placed an order through PayPal on October 13,2020. We did not receive the tree. Balsam Hill says they did not receive the order and Rachelstalc is a ******** scam. PayPal paid Rachelstalc instead of Balsam Hill. To date we have not received the tree. No one knows who or what *********************** is. PayPal refused to honor their guarantee. We called our bank and they apparently contacted PayPal and PayPal told them the payment was authorized. We are out $99.93 with nothing to show for it. ******* says Balsam Hill is a scam. What are our options?

  

  Business Response

  Date: 12/18/2022

  Hi,
  
  Thank you for reaching out to us about this issue. We're sorry to learn that the customer did not received the tree they have ordered from us.
  
  Please be informed that Balsam Hill is official and we are not associated with the said site or seller. It must have been a phishing website that uses the customer details for various activities.
  
  We would like to clarify that the customer did not place any order from us. Please know that Balsam Hill customers can only place an order though our official website (https://www.balsamhill.com/) or though phone call with the number 888-55-BALSAM *************).
  
  For additional assistance, the customer can always check our website. Have a nice day.
  
  Sincerely,
  Balsam Hill ****************

• Initial Complaint

  Date:12/14/2022

  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.

  Bought a tree prior to last Christmas (11/2021). It looked pretty nice, though not even remotely nice enough to justify the premium price. While putting it up the first time I noticed about a dozen loose "branch bits" (this was a ******* Fir, the bits were all 4-5 inches in length) at the bottom of the box. After take down last year there was another ***** on floor when finished. I wrote them at the time and was assured "this is perfectly normal, we make our trees extra-lush to compensate" and was told to let them know if it continued this year. Put the tree up this year, and against ***** similar bits left behind. Once up, it was noticeably patchy, even with our best fluffing efforts. Followed up with them AGAIN and got one reply saying "thanks for letting us know" with zero intention of doing anything to remedy. Wrote them back to ask how they might intend to address and, like so many others who've left recent reviews, gotten nothing but radio silence.

  

  Business Response

  Date: 12/14/2022

  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.
  
  On January 2021, the customer called to report the shedding of their Christmas tree. Our customer service representative advised the customer that it is completely normal and assured them that we can service it under warranty due to excessive shedding.
  
  On December 2022, the customer emailed us with the photo of the pieces that fell off from their tree. Our customer service representative acknowledged the concern of the customer.
  
  We would like to inform the customer that it's completely normal for some of the needles to fall off when taking a tree out of its storage bag or during setup, and we include more branches and tips on our trees for this reason. If it starts to drastically affect the look of the tree, please call us at the number ************** or chat with us on our website so we can provide the best resolution.
  
  Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** ****************

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18573413
  
  I am rejecting this response because:  Have already reached out to the business to inform that this completely normal shedding has left the tree unacceptably patchy and been ignored.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/15/2022

  Hi,
  
  Thank you for reaching out back to us about this issue.
  
  We acknowledge that the customer already contacted us and we apologize for the inconvenience that this has caused. Please know that it was never our intention to make the customer feel upset, neglected, or disappointed.
  
  We recommend the customer to please call us at the number ************** or chat with us on our website so we can provide the best resolution regarding their concern.
  
  Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** ****************

• Initial Complaint

  Date:12/12/2022

  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.

  I spent ******* on 3 pencil trees. I paid $100 extra on each of the 3 trees for the lighting. The power box did not work and you cant find a power adapter local. I have called customer service 4 times and twice they sent the wrong part. They take 10 days to send a replacement. I called today and they told me I would have in 2 days then received an email that said they wont have the part until next September of 2023. **************** has been rude and hung up on me. I bought my trees early so they would have in stock. They marked them down and I would have saved ****** but wont honor price guarantee. The trees arent very stable and the needles are very stiff and hard to hang ornaments. So disappointed in them. I think they outsource their customer service to ******. Do not buy from them. They have a great marketing department that makes them sound like they are a great company and have a great product. But they are not an honorable company. They dont back up their word. I would look for other Christmas tree company options.

  

  Business Response

  Date: 12/12/2022

  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 warranty claim is being handled and we apologize for the inconvenience that this has caused.
  
  On 11/29/2022, the customer called us regarding the lighting issue on their tree due to the remote receiver box. Our customer service representatives assisted the customer with troubleshooting the item and requested a warranty part to be sent out to the customer.
  
  On 12/1/2022, the customer called again to inform us that they received a notification that a foot pedal instead of remote receiver box will be sent. Our customer service representatives assisted the customer and requested the correct warranty replacement part to be sent to the customer. The customer received the remote receiver box via *** on 12/10/2022.
  
  On 12/12/2022, the customer called again to inform us that they need a new transformer for their tree. Our customer service representatives assisted the customer and requested a warranty part to be sent out to the customer. However, the transformer is currently out of stock and we sent an email to the customer with the estimated time of arrival of the item. We have limited insight into which products will be back in stock.
  
  We can confirm on our end that the customer did not initiate any contact regarding the price match of the trees they have ordered. Our price guarantee is applicable if the price paid for an item on-site change within 14 days, net of any coupons or promotions, and does not include clearance items or items that become clearance items. We are unable to accommodate the customers request as it is already past the time frame. They may visit our Price Guarantee Policy to learn more. https://www.balsamhill.com/help-customer-service#faq3
  
  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.
  
  Sincerely,
  Balsam Hill ****************

• Initial Complaint

  Date:12/11/2022

  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.

  In January of 2021, I purchased a 12 foot Balsam Hill pre lit tree for around $1200.00. The tree has white lights as well as multi color lights. Its a beautiful tree. Early December 2022 we set up our BH tree. The transformer is missing. We have looked everywhere for it and its no where to be found. I immediately contacted BH customer service to order a new transformer. They sent one that did not fit my particular tree. Again, I called BH customer service. Their response was that they do not have transformers to purchase for their trees and they dont have replacement transformers available. I have even asked what type of transformer it is that I need for my particular tree so I can try to find it on my own. They cannot give me any information on what I would need in order to do so. Today I received an email from Balsam Hill stating that they would have a transformer in September. Im assuming they mean September 2023. I would like for Balsam Hill to find a transformer that works for my particular tree or replace my tree. The tree is still under warranty at this time.Thank You,********************* ***************************************************************** ************

  

  Business Response

  Date: 12/13/2022

  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 warranty claim is being handled and we apologize for the inconvenience that this has caused.
  
  On 12/3/2022, the customer called us regarding the transformer of their tree is not working. Our customer service representatives assisted the customer with troubleshooting the item and requested a warranty part to be sent out to the customer. It was successfully delivered to the customer via *** on 12/8/2022.
  
  Starting 12/8/2022,  the customer called again as the transformer does not fit their tree. Our customer service representatives assisted the customer and determined that they need a remote receiver box. We have requested the new warranty part to be sent out to the customer. However, the item is currently out of stock and we sent an email to the customer with the estimated time of arrival of the item. We have limited insight into which products will be back in stock.
  
  The customer's patience and kind understanding are greatly appreciated. Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** ****************

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18558119
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************