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:12/10/2022

  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 made a purchase of a Balsam tree in 2020 during off-season, and received a reasonable discount for that reason. After the seasonal use, the light pedal broke down with minimal use. I emailed the company to seek for a part replacement, and I was told that the replacement part was out of stock and I shall wait for it. Two years past, though I continue to check in with the customer service team periodically, the issue remain outstanding. I finally decided to call in and get to the bottom of this. After discussing this issue with one of the customer service team, I was assured to receive a replacement tree, which arrived in the mail a week later. BUT it was in such an unacceptable condition. The tree was dirty, covered with dust and dirt. We have even found a used bandaid stuck in the tree branch while trying to set it up. So without hesitation, I sent the replacement tree back to their warehouse. Only to found out later that I had to either wait till next fall to receive a different replacement or to accept a much worse quality tree (about half of the price) as a replacement given the original purchase was made was at a discount. Their replacement option excludes consideration of sale price, inflation, quality of item, etc. I wish I have never made my purchase with this firm, or I was smart enough to dispute this transaction with my credit card when I still can two years ago, as opposed to waited this long and still out of a working tree.

  

  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 November 2021, the customer contacted us to report the lighting issue of their tree. Our customer service representatives assisted the customer with troubleshooting the tree. However, the replacement item that is needed to fix the issue was out of stock at that time and it has been pending for fulfillment.
  
  On October 2022, the customer contacted to follow up on the pending warranty claim. They were then told that it is still out of stock.
  
  On November 2022, the customer contacted to have the issue escalated due to the pending warranty claim. Our customer service representatives assisted the customer and requested for a full tree replacement to be sent. The tree replacement was received by the customer on 11/25/2022. They contacted again as the tree arrived in poor condition and wants to return it. We have sent a return label to the customer and processed a new full tree replacement. However, the new tree replacement is currently out of stock. We have limited insight into which products will be back in stock.
  
  We only ask for a bit more patience from the customer as their warranty case will be fulfilled soon. Kindly let us know if there is anything else that we can assist the customer with. Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** ****************

• Initial Complaint

  Date:12/09/2022

  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 recently ordered a wreath from Balsam Hill which was $136.00 (October 19th 2022) and contacted customer service today (December ********* advising that today when turning the wreath off the k*** on the back of *************** used to turn the lights on and off broke off and I will not go back it on. It just spins and the lights are stuck on, they wont go off. They refused to offer me any assistance with this and now I have a broken item that isn't even 2 month old and the agent and company could care less. Buyer beware of this company as they seem to not offer any type of assistance to their customers.

  

  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 concern is being handled and we apologize for the inconvenience that this has caused.
  
  On 12/10/2022, the customer contacted us regarding the issue of their wreath. Our customer service representatives assisted the customer and advised that the item is already out of warranty as to why they are not eligible for replacement. It only has a 30-day Premium Guarantee. The customer can visit this link for more information. https://www.balsamhill.com/help-warranty-information#faq1
  
  We can make a one-time exception and replace the defective item. The customer can expect an order confirmation email, followed by a shipment confirmation email once tracking information is available. They do not need to return the defective item anymore, they can dispose of or donate it.
  
  We hope this helps. For additional assistance, they can always check our website.
  
  Sincerely,
  Balsam Hill ****************

  Customer Answer

  Date: 12/18/2022

  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.
  

   

  I wish the company would have just originally assiated me in the first place. I thank you for being the go between and helping me get this issue taken care of. It's very much appreciated 

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

• Initial Complaint

  Date:12/07/2022

  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.

  ****** placed this order I spent what amounted to a small fortune for my family thinking that I was investing in lasting heirloom holiday decor. This ******* arrived 2 days shy of a year ago. I used it from 12/8-1/1. I unboxed it today from a sealed container in conditioned space to find after 25 days of use half a strand of lights no longer works. The customer service person just kept barking that it was out of warranty at me. I cant tell you if I need bulbs or an exchange, but it sure would be a measure of good faith in the Christmas season to help me justify the confidence and revenue I put into your brand when I made this purchase. Affected order number is H019889313.

  

  Business Response

  Date: 12/08/2022

  Hi,

  Thank you for forwarding the customer's message.

  Please extend our apology for the issue encountered with the lights of their garland.

   

  On January 3, 2022, the warranty coverage of the item ended.

   

  While we are unable to service the issue through warranty, the customer may purchase a light strand on our website. We can offer a $30 discount on the purchase as a courtesy to help them. Please advise to contact us once the new order is placed so we can process the credit.

   

  We hope this helps.

   

  Sincerely,

  Balsam Hill Customer Service

• Initial Complaint

  Date:12/07/2022

  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 ************************* ordered wreaths and ******* at approximate cost of $480 in October 2022. On November 16 she Called to get the status of the order. Was told the order was lost. She placed another order and was told it would be delivered by November 25. She called on November 28 to say she had not received it. Was told that they could not determine the status. She cancelled the order and was told that her credit card would be credited. She had already committed to have the house decorated on the 28th. Bought garlands and wreaths locally. The order arrived on November 30. Today she called to see how to return and ask why she had not received a credit. Was told they did not give refunds on live merchandise.

  

  Business Response

  Date: 12/07/2022

  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 11/29/2022, the customer called to follow up on their order that was placed on 11/16/2022 and requested to cancel it for a refund. Our customer service representative assisted the customer and requested a refund for the order. However, it was canceled due to the items were already shipped out.
  
  On 11/30/2022, the customer called to return the order they have received and was then advised that we do not process a return request for our Fresh Greeneries.
  
  Again, we sincerely apologize for the inconvenience that this has caused to the customer. In line with this, we would like to offer a 10% discount to be refunded back to the customers original mode of payment for the inconvenience. Should they want to accept, kindly contact our customer service channels so we can request for the credit.
  
  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 ****************

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18534494
  
  I am rejecting this response because:
  
  The business response was incomplete. They fail to note that they lost the first order. At the time the second order was placed my wife was assured that the order would be received by November 25. She called on November 28 and was told by the rep that they could not determine the status of the order. She cancelled the order and was told that she would be given a full refund. When the product was delivered on November 30 she had already purchased the product locally for less cost and completed decoration. She had been told that it would take up to 5 days for her credit card to be credited. When that did not happen she called and was told that there would be no refund. Balsam Hill is selling a live product the use of which is time sensitive. I would think that they should bear the responsibility of keeping the purchaser informed of the delivery status. Most on line sellers do that routinely. A 10% refund would only cover the sales tax. Buyer beware!
  

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

   

   

  

  Business Response

  Date: 12/08/2022

  Hi,

  Thank you for sending the customer's response. We acknowledge their rejection about the resolution.

  We see their recent contact with us which the cancellation and refund request has been addressed making this issue resolved. Furthermore, both the shipping time frame and 'no return' policy for fresh greeneries are clearly stated on the product page.

  The 10% discount offered is to show our appreciation to their business and still stands. Please have the customer contact us should they accept the best resolution we can provide.

  Cordially,

  Balsam Hill Customer Service

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18534494
  
  I am rejecting this response because:

  they Claim to record all phone conversations  if true they should review those conversations and the responder would realize that they have been given misinformation by the person providing the information. They should acknowledge that their customer service reps gave us incorrect information and that we should have relied on their policies. ****** learned. Shop locally.

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

• Initial Complaint

  Date:12/06/2022

  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 purchased this tree 2019 to save money and live trees. The tree has been used 8 wks, in 2019, 8 wks 2020. In 2021 I was in the hospital for the entire holiday season so no use. This yr I got to use it again only to find out that a large section of the white lights are not working. All of the colored lights work. We trouble shot everything we could. We then resorted to calling Balsam for help. We no longer have the box or the receipt. The sales person looked at my prior purchases and said the tree I'm having problems with is a 4 section tree. I told him NO it is a 7.5' tree with 3 sections. He said he can't help me because I don't know what I have. We have both worked in customer service most of our careers and are now retired. I got off the call do to being infuriated. Once cooled off I called again hoping to get a knowledgeable employee. The 2nd gentleman took the time to look at the schematic rather than just reading the incorrect product description. Balsam Hill needs to correct their written description so the next person calling doesn't get treated like we did. The 2nd person was somewhat knowledgeable but could not tell us how many strands are in section 2. We were only offered a chance to return it to be repaired. We spent way too much money on a tree only used a total of 16 weeks and will not spend any more money with this company. I expected a commercial grade tree, one that would last far longer than 16 wks. Our last purchased tree was a *************************** tree from K Mart we used for 10 yrs without an issue. We thought we were upgrading. Folks that can afford Balsam Hill don't take lightly to poor quality and/or poor customer service. Please refer to the attachment and consider training your employees a wee bit better or suffer inadequate future business growth.

  

  Business Response

  Date: 12/07/2022

  Hi, 

   

  Thank you for relaying the customer's message.

   

  Please extend our apology for the light issue encountered with their tree and for the unsatisfactory customer service they experienced thereafter. 

  While we understand that their warranty already ended, we wish to check the order and look for an alternative option to get them a working tree. We need them to provide the following for us to pull up their account as the email provided doesn't give any order/account associated:

   

  - Order ID
  - Customer ID or email address used at the time of purchase

   

  Regards, 

  Balsam Hill Customer Service

   

  Customer Answer

  Date: 12/10/2022

   
  Complaint: 18534327
  
  I am rejecting this response because:there is no mention of the tree description the customer service folks use to help customers has been corrected.

   

  At the time of my order my email address was **********************
  
  Sincerely,
  
  ***********************

  

  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 concern is being handled and we apologize for the inconvenience that this has caused.
  
  Starting 12/7/2022, the customer called regarding the lighting issue with their tree. Our customer service representatives assisted the customer with troubleshooting the tree. However, we are unable to pull up any tree order of the customer from 2019 that has a 7.5 tree with 3 sections as the customer describes it.
  
  We recommend the customer to contact our customer service channels and provide the order details by the time of purchase of the tree so we can provide the best resolution.
  
  Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** ****************

• Initial Complaint

  Date:12/03/2022

  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 (2) 4pine trees from Balsam Hill in Oct of 2021. I used them for 27 days and then put them up for the year. I got them back out and 1/2 of one tree will not light up. They were $300. The product name is **************** Pine Tree and on the product page under the warranty drop-down it states that there is a three-year warranty on all non-clearance trees for lights, etc. I called customer service to file a warranty issue and they said that it was instead categorized as a ornament. And that they would not honor the warranty because it is not a tree. On the product page it does not say anything about it not being a tree, in fact it is listed as a tree on the product name, product description, product spec. And then under the warranty drop-down for that specific page it goes into the three-year warranty. I have reached out to customer service six different times and gotten the runaround and also been put on hold for an hour and seven minutes. I believe this is dishonest marketing miss lead information. I would not have purchased this pre-lit tree pair if I did not know it was under warranty like their website stated. I would like a replacement or a complete refund.

  

  Business Response

  Date: 12/05/2022

  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 and confusion that this has caused.
  
  Starting December 2022, the customer called regarding the lighting issue of the item and stated the warranty policy from the website. The customer was then advised that their item is categorized as a decoration and not a regular tree into which it only has a 30-day warranty under our Premium Guarantee policy: https://www.balsamhill.com/help-warranty-information#faq1
  
  We have offered a 10% discount to be refunded back to the customers original mode of payment to compensate for the inconvenience and it still stands. Should the customer wants to accept it, we recommend them to contact our customer service channels.
  
  Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** ****************

• Initial Complaint

  Date:12/02/2022

  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 purchased a wreath from Balsam Hill on 11/26 (order # H024507768). The item ordered is listed online as being battery operated (screenshot from listing attached). The wreath I received is not battery operated and is plug in only (photo attached) I contacted Balsam Hill requesting a return as the item I received is not what I ordered. They stated I would be responsible for paying $20 to return the item even though it is not what i ordered. I've gone back and forth with them several times trying to explain the situation and they've been insistent that I should have to pay to return an item that is not what I ordered (thread attached). I found a review of this item where another customer encountered the same issue (screenshot attached) This process has been ridiculous and this isn't a company I would recommend to anyone.

  

  Business Response

  Date: 12/05/2022

  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 and confusion that this has caused.
  
  Starting December 2022, the customer emailed to return the wreath as it was not battery operated as on our website it shows that the wreath is battery operated. Our customer service representative responded to the customer with the return label with fee per our standard return process. These fees are only waived in the case of a damaged or defective product. The customer can visit our Returns and Exchange Policy to know more: https://www.balsamhill.com/help-order#returnexchangepolicy
  
  In line with this, the customer can return the wreath and we will waive the return label fee. Once the return label is already activated, their refund will be processed accordingly.
  
  Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** ****************

• Initial Complaint

  Date:12/02/2022

  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.

  On 12/02/2022, I chatted with a customer service agent from ********************** about my issue with my lights on my tree. I noticed that when I turned on the tree now, it suddenly stopped twinkling and it is just a steady light. I told the online agent about this, and they first told me to check the remote. I told them it did not come with one, and there is just a button you push. They then told me there is nothing they can do and to talk to the company I purchased it from. I told them the company cannot help me and I need to contact the manufacturer. They then told me there is nothing they can do. I asked to speak to their supervisor or manager, and they would not do that for me and only gave me a phone number and told me they will tell me the same thing that they cannot help me since I did not purchase it directly from them. I then asked for a supervisor and they responded, "At your service!". They then ended the chat right away. I find this very unprofessional and just a punch in the face. How do you tell someone sarcastically, "at your service! and then leave, they clearly did that on purpose. (I have a screenshot of the chat showing that the agent did this). I am extremely unhappy with the customer service I received. I simply wanted some help with the light that stopped twinkling. This agent needs a lot of training on how to deal with customer service requests. This should have never happened.

  

  Business Response

  Date: 12/05/2022

  
  Hi,
  
  Thank you for forwarding the customer's response.
  
  We see the customer's recent contact with us which we have no order on file to reference it to. We understand they are having light issues with their tree. While we have partnered with some store locations, we have no records of customers who purchased from them. We would need the below details to help:

  * Name of the Balsam Hill Outlet 

  * Product Name

  * Picture of the tree

  
  Please have the customer contact our customer service channels for proper assistance.
  
  Cordially,
  Balsam Hill Customer Service 

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18514962
  
  I am rejecting this response because: Tree picture attached. Purchased at a Nordstroms. I don't know what model it is. How do I find this out? I do not have box. 

  Also, I see nothing about how the customer service agent treated me with his smart a** remarks to me. This is more than just the lights,its how I was treated. Seems like if a customer doesn't purchase directly from you that then they are treated like ****. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/06/2022

  Hi,

  
  Thanks again for forwarding the customer's response.
  
  Please extend our apology for the experience that they had with our **************** Team. We value their feedback and rest assured that it will be looked into for improvement opportunities. While we understand that the customer purchased the tree at the Nordstrom store, we need them to provide the order number which can be found from their receipt for us to be able to pull up their order and provide the options available to address the issue.

   

  If they no longer have it, they may contact the store where the purchase was made for assistance in retrieving their order information.

   

  Sincerely,

  Balsam Hill ****************

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18514962
  
  I am rejecting this response because: the purchase was made last year before Christmas at the store with cash. I do not have the receipt and they can't give me one because I paid in cash. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/07/2022

  Hi,
  
  Thanks again for forwarding the customer's response.

  We are more than willing to assist the customer with their issue, however, without the order information, we won't be able to pull up the order and process any warranty exceptions. We tried searching through their name, phone number and email address provided on their message but no order match their information. With this, may we know what is their proof of this purchase?

   

  Thank you,

  Balsam Hill Customer Service

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18514962
  
  I am rejecting this response because:
  Hello. My proof is the picture of my tree. I can take more pictures with a date also. 
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 12/08/2022

  Tree picture attached.

  

  Business Response

  Date: 12/08/2022

  Hi,

  
  Thank you for forwarding the customer's response.

  
  We want to extend our apology for the experience that they had with our **************** Team. We hear them and we will use their feedback to better our future services.

  In line with the issue being experienced on their ************ know that we are more than willing to help as long as we have the order information. All purchases made from our retailer, Nordstrom, are logged to our system so we should see the order and service the warranty.

   

  We want again to ask the customer to provide their proof of purchase so we can further assist. Otherwise, our hands our tied and they must reach out to the point of sales for help. We apologize for the inconvenience.

   

  Thank you,

  Balsam Hill ****************

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18514962
  
  I am rejecting this response because: Hello. I mentioned several times I do not have the receipt and that the store told me to contact manufacturer. Why did I go through the trouble of uploading a picture if you're not going to help me anyways? Why is it so hard for a company to simply help me with my lights that stopped twinkling? They didn't turn off, they are just steady on now. This is bad customer service because you're only helping those with an order number. It is out of my hands if the store does not ask for my information when purchasing an item. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/13/2022

  Hi,
  
  Thank you for reaching out back to us.
  
  We understand that the customer does not have the receipt for their purchase. Please know that we can still assist the customer in troubleshooting the item to help them fix the issue. However, if we are unable to pull up the order on our end, we wont be able to service the item under warranty. That is why we are asking for the order details that was placed upon purchase.
  
  We recommend the customer to contact our customer service channels for further assistance.
  
  Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** ****************

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18514962
  
  I am rejecting this response because: I did contact customer service and they were rude as you saw and could not help me. I am getting nowhere with this. I simple want information on how to fix my lights so they twinkle again, that is it. There is no receipt and the store cannot help me. I don't need to be told about the receipt again. This is so simple to help me but no one is willing to.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/02/2022

  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 have a Balsam Hill Tree that didnt light at 3 year mark...last year. I was sent a new bottom. This year the top wont light. I spent hours on the phone and finally got a supervisor ****** who I also spent hours with. He told me he would extend the ************ more year to cover this. He said I would either get a new top of the tree or a whole tree. I would need to send back the tree and if just the top throw it out. He put in the wrong tree for replacement. I had to call back and spend hours getting to him. He apologized and I sent an hour with him as he fixed the issue (he said). I waited for the email confirmation and then recalled and they said it was denied. I received nothing stating this or explanation after he assured me it would be sent. There is no way to reach anyone to take this any further.

  

  Business Response

  Date: 12/05/2022

  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 and confusion that this has caused.
  
  Starting December 2022, the customer contacted us regarding the lighting issue of their old tree from 2018. Our customer service representatives assisted the customer with troubleshooting their tree. A full tree replacement has been submitted and approved. However, it was for the new tree of the customer that was purchased on 2022 and we sincerely apologize for this.
  
  We would like to inform the customer that their old tree from 2018 is already out of warranty. We have a 3-year Limited Warranty Coverage https://www.balsamhill.com/help-warranty-information#faq2 from the order date. While we can no longer extend the warranty, we can make a one-time exception and provide a courtesy light strand to be sent to fix the lighting issue on the top section of the customers tree. We recommend the customer to contact our customer service channels with their updated shipping address as the one we have on file *** no longer be updated to avail the courtesy light strand.

  The customer can refer to How to Restring Lights on a Pre-lit Christmas Tree https://www.youtube.com/watch?v=7RX3nQzAhT4.

  
  Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** Customer Service

• Initial Complaint

  Date:12/02/2022

  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.

  Please join and review this FB group with over 2.5 thousand members who have complaints about Balsam Hill products https://www.facebook.com/groups/849670455466997/?ref=share_group_link

  

  Business Response

  Date: 12/05/2022

  Hi, 

   

  Thank you for forwarding the customer's message. We understand that they may be experiencing an issue with an item that they purchased from ** and please know that we would be glad to assist.

   

  For us to check their order and assess the options available to address their issue, we ask them to please provide us the following information:

  
  
  - Order ID
  - Customer ID or email address used at the time of purchase

  - Details of the issue

   

  Sincerely,

  Balsam Hill Customer Service