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:12/01/2022

  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.

  Purchased our tree in 2018. This year when we got the tree out it smells of mildew/ mold. Called the company first person was horrible so I asked for a supervisor. He put a request in for an extended warranty, said that I would know the outcome within ***** hours. 86 hours later I called to get an update and I was told they denied the request. Now I have a tree that stinks and we wasted money on it. Will not recommend this company! NEVER!

  

  Business Response

  Date: 12/01/2022

  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.
  
  On 11/28/2022, the customer contacted us via chat regarding the issue on their tree that smells like mold. Our customer service representative advised the customer to air it out. The customer was already informed that their tree is already out of warranty and we cannot send a replacement.
  
  Starting 11/29/2022, the customer called regarding the same issue on their tree. Our customer service representative requested a replacement for the tree but it was rejected due to being out of warranty.
  
  We understand that the customer wants a replacement of their tree due to the smell. We would like to inform the customer that their tree has a ****** Limited Warranty Coverage <https://www.balsamhill.com/help-warranty-information#faq2> from the order date.
  
  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. Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** ****************

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18490161
  
  I am rejecting this response because:
  While I do understand it is out of warranty, it was requested for an extension.  This smell should not have happened.  It has been cleaned and been airing out since Sunday and it still stinks!   There is no reason that it should.  We have kept it the same place we have since we got it!
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/05/2022

  Hi,
  
  Thank you for forwarding the customer's response.
  
  We see that the warranty issue has been addressed making this issue resolved. We understand the customer stored their tree in the same conditions and the proper troubleshooting was provided regarding the molds. Their case has been reviewed and determined in accordance with our ****************** Warranty Coverage as molds issue could be caused by other events beyond our reasonable control.
  
  For additional concerns, please have the customer contact our customer service channels for proper assistance.
  
  Cordially,
  Balsam Hill Customer Service 

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18490161
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/01/2022

  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.

  Ordered a tree on 11/21 paid $1500 received half of the product. I understand due to Covid there are product delays but I have reached out to customer service 6 times now and continue to receive false information. I keep being told wait for ***** its ***** not updating however ***** assured me it was never sent out. Balsam hill finally agreed they never shipped it and will ship it from a different warehouse that has it in stock. This warehouse has still yet to ship out. The manager ziell was laughing at me and told me its to bad if I dont like his answer he will not contact the shipping department to confirm weather or not they have it available I will just have to wait. I keep being told multiple different things. Im very reasonable they offered a discount I explained it is not why I am calling or what Im looking for. I would just like to know if I should go purchase another tree for this season and just wait on my balsam hill tree which I am fine with but would just like to know what is going on so that I can make a decision. Yet I get laughed at and told write an email if I have a problem with that answer of not being able to assist me and confirm when this will be picked up from their warehouse or if it is in fact in stock. Im not asking how long ***** will take after it is picked up Im aware that is out of the companies hands once picked up but it is the companies responsibility to ship in a timely manner or ship both boxes in a reasonable amount of time from each other. I believe this is fraud and the company in fact does not have this in stock.

  

  Business Response

  Date: 12/01/2022

  Hi, 
  
  Thank you for sending the customer's response wherein they would like to check on the delivery status. We were able to pull up the order number and the address on file, however, it is associated with a different name, email, and phone number. We would like to verify the relation between the complainant and the purchaser. 

  Sincerely,

  Balsam Hill Customer Service

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18489185
   
  

  BBB request not to post personal information on here.  My husband placed the order and we have both been speaking with Balsma Hill customer service.   You are free to resolve the issue by calling the phone number on the order or I can place another complaint with BBB under my husbands name.  We are married and this complaint is truthful and legitimate.  My complaint is an accurate account of the details that have happened.  If you pull up the order you can see that.  Please feel free to call my husband if you prefer.  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/05/2022

  Hi,

   

  Thank you for sending the customer's response.

   

  We were able to verify the account under his husband's name. Please extend our apology for the delay in their order and for the experience that they had with our **************** Team thereafter. 

  On 12/3, we confirmed that another shipment was successfully delivered to the customer's address. We would like to check if they successfully received the other half of their tree or if they received a different product. The customer may send us pictures of the boxes (showing the barcode and item name) that they received so we can check and process a replacement if necessary.

   

  Thank you,

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

  Customer Answer

  Date: 12/07/2022

  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 have received the second half of my order.

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

• Initial Complaint

  Date:11/30/2022

  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.

  On 10/7/2022, I purchased a 9' and 6'6" Outdoor Cluster Light Tree from Balsam Hill. I received my order on 10/11/2022. On 11/24/2022, I attempted to assemble/install such trees. Unfortunately, the instructions that came with the items were incomplete and despite my best efforts I have been unable to assemble the items. In what was sold as an easy to assemble item, I have been unable to assemble. (The package says ready in 5 minutes.) I am unable to tell if the product is defective, missing something, or damaged but I do know it is not functioning in the manner in which it was sold. That same day, I contacted Balsam Hill to start a return of the product. I was informed that the 30 day return window had passed and after much discussion, eventually I was offered an unguaranteed return where I would have to pay shipping and the return would be subject to a 20% restocking fee. While I can understand that seasonal items may have a more limited return window that other items, I find it hard to believe that an incomplete/damaged/defective item should be ineligible to be returned prior to the start of when such seasonal item would be in use. Under Balsam Hill's policy, I wouldn't have discovered this issue unless I attempted to set up these items prior to 11/07 - which seams highly unreasonable.

  

  Business Response

  Date: 12/01/2022

  
  Hi,
  
  Thank you for forwarding the customer's response.
  
  We regret to hear that the items did not meet the customer's expectations. We see that the return concern have been addressed making this issue resolved. While it is not necessary to set up such seasonal items upon receipt, It is recommended that customers inspect them and notify us of any issues within 30 days per our Premium Guarantee. The customer's item is already past the return period, thus, it will be processed in accordance with the Returns and Exchange Policy. 
  
  For additional concerns, please have the customer contact our customer service channels for proper assistance.
  
  Cordially,
  Balsam Hill Customer Service 

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18487591
  
  I am rejecting this response because:

  Balsam Hill is being entirely disingenuous in its response and has sold me malfunctioning and possibly defective goods and claiming its a satisfaction issue.  While yes, I requested that my items be returned 13 days past the 30 day return period, if Im to understand Balsam Hills response, a mere visual inspection is all thats necessary to determine if there is an issue with one of its products - which is what I did when I received my items.  But it was only until I went to install such items 13 days after the 30 days, did I/could I discover this issue.  And to be entirely clear about it, I bought these items in the middle of October and discovered these issues on Thanksgiving and Balsam Hill has provided zero support in dealing with this issue other than to say its a satisfaction issue and Im past the 30 day period.  

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

  

  Business Response

  Date: 12/05/2022

  Hi,
  
  Thank you for reaching out back to us.
  
  We apologize for the inconvenience that this has caused and we acknowledge your feedback. We would like to inform the customer that we can accommodate a return or exchange for an item within 30 days of receipt or prior December 25, whichever comes first only. Should the customer still wants to proceed in returning the items pass the return period, a 20% restocking fee and a flat label fee per item would be applied. They can visit the Returns and Exchange Policy https://www.balsamhill.com/help-order#returnexchangepolicy to know more.
  
  There is an open case for the customers concern and they will receive a notification about the manual for the items once it is fulfilled by the proper member of our team.
  
  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: 12/07/2022

   
  Complaint: 18487591
  
  I am rejecting this response because:

  The merchant wants a restocking fee even though I was sold a malfunctioning/defective item for which the defectiveness was not discoverable with reasonable due diligence.  That being said, as the merchant is firmly entrenched it is wrongful position, please send me information on the shipping labels so I may weigh my options.  Despite their being an open case with the merchant I have not received any communication from them or any details on processing a return.  
  

   

   

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

  

  Business Response

  Date: 12/08/2022

  Hi,

  Thank you for forwarding the customer's response.

  We acknowledge their request to return the items. It was reviewed and determined we will allow the return request given the communicated fees will be applied in accordance with our Returns and Exchange Policy. The customer will be emailed the return labels once completed. We recommend checking their spam or junk folders if they don't see them.

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

• Initial Complaint

  Date:11/30/2022

  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 ordered the following product from Balsam Hill's website on Nov 30, 2021Saratoga Spruce Tree Height - 7'Width - 50"Lights - Multi LED The day I received the tree I called them because we received it with a broken power cord/foot pedal. On 12/04/21, I received email stating the following:"We wanted to provide an update on your recent warranty claim or small part order. Unfortunately, this item is out of stock and we have backordered the following item: Green **** Foot Pedal Switch (non easy-plug trees).We estimate that this will be back in stock in September, at which time well ship out this order and follow up with shipment details via email. For your reference, this is Warranty Order #SWA_3875846.We apologize for any inconvenience and thank you for your patience. Please let us know if you have any questions or would like to make changes to this order.Sincerely,Balsam Hill Customer Service"My wife called on 09/28/22 and was told that most of their Christmas stock comes in to them mid-September and then still needs to be sorted and stocked. She said we should expect our replacement part to be shipped out to us in the next 2-3 weeks and an email will be sent when it ships. On 11/23/22 I received the following email:"We hope this email finds you well.Order Number SWA_4413095 for your replacement LV Foot Pedal (for both quick & non quick set tree) has been placed. This item can take 5 to 10 business days to process. Once it has shipped, you will receive an email confirmation with the tracking number.Should you have any questions, please feel free to contact us.Sincerely,**** Balsam Hill Customer Service"I am not sure why almost one year later the Order Number changed from SWA_3875846 to SWA_4413095.Today ( 11/30/22) I was provided this tracking number ****************************** which states SHIP DATE Pending SCHEDULED DELIVERYPending The customer service rep stated don't worry it is out for delivery today.

  

  Business Response

  Date: 12/01/2022

  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 December 5, 2021, the customer contacted us via chat regarding the damaged foot pedal of their tree. Our customer service representative assisted the customer and requested a replacement part under warranty service. However, at that time the item is out of stock and the order is pending for fulfillment. An email was then sent an email for an update regarding the replacement with an estimated time of arrival on September.
  
  On September 28, 2022, the customer called to ask the status of their warranty replacement part and our customer service representative advised the customer to expect the order to be available in October.
  
  On November 10, 2022, the customer called again for follow up. However, the replacement part is still not available at the time.
  
  Starting November 24, 2022, we have processed a new replacement part to be sent out to the customer since the initial replacement item is still currently out of stock. The customer was notified about the new replacement order. The new warranty replacement part is currently in transit and the estimated delivery date is on 12/2/2022.
  
  We would like to inform the customer that while the initial warranty part is out of stock, we have sent a new foot pedal under a new replacement order to fix the issue on their tree and fulfill their warranty claim.
  
  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.
  
  Sincerely,
  ********************** ****************

• Initial Complaint

  Date:11/30/2022

  Type:Customer Service 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 thought this was a real sale and I am an idiot and got taken. Can I have my money back?

  

  Business Response

  Date: 11/30/2022

  Hi,
  
  
  Thank you for forwarding the customer's response.
  
  
  We acknowledge their refund request and appreciate the attached photo of the order confirmation. Upon reviewing the document, it shows a 14-digit order ID instead of ******** as recent Balsam Hill order IDs are written. We check there are no recent order placed by the customer.
  
  
  Please have the customer contact our customer service channels with the website's domain where they placed the order for proper assistance.
  
  
  Cordially,
  Balsam Hill ****************

• Initial Complaint

  Date:11/30/2022

  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 pre-lit Christmas tree from Balsam Hill and only used it one time. I did not put up the tree over the Covid years since everyone was in lock down. This year when I went to put up the tree nothing worked. The lights did not come on it was completely dead. I called Balsam Hill to try to trouble shoot the problem and they were not really any help and informed me that the tree was out of the warranty period. I was not happy since the tree cost over $500 and I just used it once. Balsam Hill apparently does not stand behind their product this purchase was a colossal waste of money. I purchase the tree from them because I wanted something that would last. My last tree was way less expensive and lasted many years and now this overpriced tree lasted for one year with no help from the company so I had to file a complaint.

  

  Business Response

  Date: 11/30/2022

  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 11/29/2022, the customer called us regarding the lighting issue on their tree. Our customer service representative advised the customer that we can assist them in troubleshooting their tree as the item is already out of warranty.
  
  Since the customers tree is already out of warranty, we recommend to please call our toll free number: 888-55-BALSAM *************) or chat with us on our website (https://www.balsamhill.com/contact-us) so we can provide the best resolution. We can make a one-time exception and provide a courtesy replacement part that is determined needed to fix the lighting issue on the customers tree.
  
  Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** ****************

• Initial Complaint

  Date:11/30/2022

  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.

  tree on website and what I ordered listed a feature easy plug sku # *******, tree sent was not what was on the website (they sent sku #*******) ,contacted customer support with replacement to get "right' tree, then second tree sent was the same as the first *******,called support again supervisor said oh well what I ordered wasnt an easy plug, all they can do is refund my money and pay more yet the websote clearly shows it is... said that is false advertising and the employee ( ******* ) agreed, so Balsam Hill advertises falsely, employees know about it, EVEN ******* states it an easy plug on website.... orders original H024054001 SWA_4435302. Companies survey has a choice of complaint "accurate representation of products online"

  

  Business Response

  Date: 11/30/2022

  Hi,

   

  Thank you for forwarding the customer's concern.

   

  Please extend our apology for the issue encountered with their tree that was different from what they expected and saw on our website. 

  Based on the customer's order, we sent them the 7' Classic Blue Spruce Tree with Clear LED lights - SKU 2807681. We wish to clarify that this specific SKU doesn't support the Easy Plug Technology and the one that does is out of stock. 

  On 11/25, we sent out a replacement but they received the same tree because it was what the customer ordered. 

  As for their concern about our Product Description, we want to clarify as well that the details stated in that section are generally for the trees under the Classic Blue Spruce family, but the Easy Plug specs is not applicable to all the variation being offered. We regret that this caused a confusion on our customer's end but rest assured that it was already reported for us to find a solution in making it clear with our future customers.
  
  While we are unable to send a replacement for the tree that they wanted due to its current availability, we want to offer a 10% discount for the inconvenience. Please let us know if the customer wishes to proceed with it or a full return instead.

   

  Sincerely, 

  Balsam Hill Customer Service

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18483781
  
  I am rejecting this response because:

   

  There is absolutely NO confusion on my part, the website says "specs based on my selection" which infers inclusion of what is being displayed, if the webpage for both trees said "options available for this tree" that would be less confusing(By Balsam Hill) and more accurate. When I called to return the tree NOT one balsam hill employee said "oh that tree model is not equipped with that feature" so the confusion(and lack of product knowledge) clearly lies on your company, even the second tree the balsam hill employee said "why don't you order a replacement" so they aren't even aware of what is in stock ...  

  I have been in customer service for close to 30 years and can count on my hand the numer of times I have gone out of my way to complain about improper expectation setting, lack of empathy and the over all customer poor customer service from ********************** 
  

  I have received a return shipment label for the first incorrect tree (H024054001) , which is ready to return ....Please also email me a return label for the 2nd incorrect tree shipped (SWA_4435302), and arrange for a pickup for both trees from my location via ********** carrier of your choice(return shipping paid by balsam hill)     

  Please credit my method of payment immediately.
  

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

  

  Business Response

  Date: 12/01/2022

  Hi,
  
  Thank you again for sending the customer's response.
  
  We appreciate their additional thoughts and feedback regarding the issue. Please know that we understand them from a customer standpoint and rest assured that their feedback will be looked into for improvement opportunities.

  Attached on this response are also screenshots from our website for future reference on how they can identify if a tree is an Easy Plug or not.

  We also understand that they prefer a refund for this instance. With this, we requested another return label be sent to their email and we will process their refund as soon as the tree is in transit back to us. We also wish to offer a 10% discount on their next purchase should they decide to order another tree with an Easy Plug feature.

   

  Sincerely,

  Balsam Hill Customer Service

• Initial Complaint

  Date:11/30/2022

  Type:Sales and Advertising 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 an item on Black Friday Sale. The payment went through PayPal from my bank account. In 24 hours PayPal refunded me because the Seller failed to capture the payment in time - some technical difficulties on Balsam Hill side.I contacted them and they refused to redo the order at the same price since the sale has since ended, asking me to pay triple the price now, despite it being an issue on their side.I assume I dont have any legal rights but this is poor business and customer service.

  

  Business Response

  Date: 11/30/2022

  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 11/30/2022, the customer emailed us to ask for the status of their order as PayPal informed the customer that we failed to capture the payment for their order. The customer also stated that the items they ordered is already out of stock. Our customer service responded that we can no longer reprocess an order that did not push through for the same price and is out of stock.
  
  We understand that the customer wants to reprocess the failed order in order to avail the sale price and discount for the items. We would like to verify to the customer if they are ordering through our ********************** ** (https://www.balsamhill.co.**) website and not through our Balsam Hill US (https://www.balsamhill.com) website? It might have been the reason as to why the payment had failed during order processing.
  
  Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** ****************

• Initial Complaint

  Date:11/29/2022

  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 a Christmas tree from Balsam Hill on December 30, 2021. I paid $324.79 for a classic blue spruce tree (6.5 feet tall, 53 inches wide with clear lights). My order number is H020874926. It looks nothing like the picture on the website. There were so many gaps between the ************ just looked very fake. They advertise this on their website as "This artificial Christmas tree is made with 100% Classic Needle foliage for a full, abundant look." It is absolutely not "full" or "abundant" even after I followed all their instructions to fluff up the foliage. When setting up this tree I noticed that the instructions were the exact same as the ******* tree I previously had which I purchased for $73.87. I called Balsam Hill and the gentleman I spoke to said that the tree may be missing foliage and he sent me a replacement tree and told me to send back the original tree. I sent back the original tree and when I got the replacement tree I still had the same issue. It just looks fake, and has a lot of gaps and doesn't look anything like the picture on the website. I called them the second time and was told that I would have to call back and speak to a supervisor because he cannot issue me a refund as it was past 30 days. The third time I spoke to supervisor ******* and explained to her that this looked nothing like the picture and in fact it looked exactly like the ******* tree that I paid $73.87 for. Her words to me were that "It looks like a ******* tree because it is a ******* tree." When I asked her why are they selling me a ******* tree for more than 4 times the price she said that she doesn't have an answer for that. I asked for a confirmation number for the call. She said she doesn't have that but all their calls are recorded. This is absolutely ludicrous that they are selling and advertising a product as something it is not and charging ridiculous prices. I am currently trying to fill the tree with as many ornaments as possible to even out the gaps.

  

  Business Response

  Date: 11/30/2022

  
  Hi,
  
  Thank you for forwarding the customer's response.
  
  We see that the warranty and replacement order concern have been addressed. Our items are compressed during shipment to ensure safe shipping. To achieve ideal fullness, we recommend our customers shaping and fluffing it one section at a time with the branches fanned out and a bit more pointing upwards as seen in the photo on the website.

  While we are unable to facilitate a return as it's past the return period, we would be glad to offer a 5% discount to be refunded back to their original mode of paymentas appreciation to their business with us.
  
  Please have the customer contact our customer service channelsshould they wish to accept.
  
  Cordially,
  Balsam Hill Customer Service 

  Customer Answer

  Date: 12/01/2022

  Complaint: 18480310
  
  I am rejecting this response because:

  The company is offering a 5% refund which is $14.95. This is an insult coming from such a large, well-known, reputable company.  They are selling a lesser quality product as a higher quality product at a much higher price.  That is fraud!  The company also did not respond to the fact that their supervisor ******* admitted to the fact that they are selling consumers a ******* tree as a Balsam Hill tree at more than four times the price.  As a middle class family trying to make ends meet, who decided to splurge on something special for their family, this is really disappointing!

  
  Sincerely,
  
  Sony ******

  

  Business Response

  Date: 12/01/2022

  Hi,

  Thank you for forwarding the customer's response.

  We acknowledge the customer is looking for a higher credit. This case has been reviewed and determined that the order has been applied a discount along with the warranty coverage, hence, we offered a 5% customer care credit as the best possible resolution. 

  The offer still stands, please let us know should the customer wish to accept.
  
  
  Cordially,
  Balsam Hill ****************

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18480310
  
  I am rejecting this response because:

  The Christmas tree is unacceptable.  It's false advestising to show a picture of a full tree on your website and send a much inferior tree to customers.  You have not been acting in good faith.

  
  Sincerely,
  
  Sony ******

  

  Business Response

  Date: 12/05/2022

  Hi,

  Thank you for forwarding the customer's response.

  We acknowledge the customer's rejection and respect their opinion regarding this delicate matter. We advertise our trees as is with the branches fully fluffed and shaped. Additionally, all customers are recommended to inspect their product upon receipt and notify us of any issues within 30 days so we can provide a quick resolution. This covers returns, exchange, and warranty. It has been almost a year from the delivery date to the customer's first contact with us, thus, we replaced their tree in accordance with their warranty coverage.

  This matter is resolved and the best we can provide at this time is the 5% customer care credit. For other concerns, please have the customer contact our customer service channels for proper assistance.

  Sincerely,

  Balsam Hill Customer Service

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18480310
  
  I am rejecting this response because:

  I understand that you only offer a 30-day window to return your product.  However, I bought this tree during the after-Christmas sale.  I did not set it up till the following Christmas because that is when I needed to put it up.  I didn't know that I had to be careful with such a huge company as Balsam Hill.   You also did not respond to why you are selling ******* Christmas trees as your own for more than four times the price (your Supervisor ******* gave me this information - and she said call are recorded so please feel free to check that on the call I made to you).  A 5% refund is such an unacceptable and insulting response when I paid so much for such a poor-quality product.  Please do not tell me it is compressed and needs to be fluffed.  The previous tree I got needs to be fluffed as well.  You should at least be willing to give me back 50%.

  
  Sincerely,
  
  Sony ******

• Initial Complaint

  Date:11/29/2022

  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.

  Last fall I was notified of an item that went out of stock the previous holiday season. I was excited so immediately purchased. It was months before Christmas so I didnt unbox until it was time to decorate. The stocking lanterns, 2 out of 4 purchased, smoke from the battery compartment when you turn on. But I was outside my return window so couldnt get a refund or replacement.

  

  Business Response

  Date: 11/30/2022

  Hi,

   

  Thank you for relaying the customer's concern.

   

  We are sorry to learn that the item they ordered last fall arrived defective and a replacement was not possible due to the time of their contact.

  As the account provided shows multiple orders in 2021, may we ask them to confirm the order number of the item in question so we can further check and assess the possible solution available?

   

  Regards,

  Balsam Hill Customer Service

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18478364
  
  I am rejecting this response because:
  

   

  The business has asked for my order number which is H017330954. The items broken are the Red Truck and Snow Trees Lantern Stocking Holders.

   

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

  

  Business Response

  Date: 12/01/2022

  Hi,

   

  Thank you again for sending the customer's response. 

   

  We located the order and reviewed the notes of their contact in 2021.

   

  On 11/28/21, customer first contacted us to report the issue and the order was already a month past the return and warranty coverage. Our Warranty Policy was available during the checkout process before they agreed to submit the order. It can also be reviewed  at www.balsamhill.com/help-warranty-information.

  On 12/23/21, we reached out to the customer regarding the same issue as they left a review on our website and extended our assistance for a 20% discount on the order. We didn't get a response and no other contact was made after that.

  With this, we still wish to provide the same offer as a courtesy for the issue encountered with the items that were already past the warranty coverage.

   

  Sincerely,

  Balsam Hill Customer Service

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18478364
  
  I am rejecting this response because: The products were defective and literally smoking. It's a safety hazard.  You shouldn't market seasonal products outside of the season and not honor a return if the customer had no way of knowing or suspecting the product may catch fire.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/05/2022

  Hi,
  
  Thank you for reaching out back to us.
  
  We apologize for the inconvenience that this has caused and we acknowledge your feedback. The 20% discount to be refunded on the order still stands. Please contact our customer service channels should you want to accept.
  
  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 ****************