Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two ******* white ultra bright 60 inch wreaths on 11/25/2020. I took extraordinary care of them making sure to store them properly in the offseason. Neither wreath lights fully this season 2022 just two years later. I asked customer service for some help and was instructed to watch a utube video on how to restrand the lights and that they would "sell" me more lights. Its strange that both wreaths failed after two years and the Company doesn't want to help me in the least. Beware, this company sells faulty goods and does not stand behind them. Whether its an expressed or implied warranty should not matter. I spoke with the Company on 11/21/22 and again on 11/29/22 with no resolution. The order that this relates to is H014917998 dated 11/25/22

  

  Business Response

  Date: 11/30/2022

  Hi,

  Thank you for forwarding the customer's response.

  We see their recent contact with us about troubleshooting their item to no avail. While it is past the Premium Guarantee coverage, we would be glad to send them replacement light strands as a one-time courtesy to show our appreciation with their business. We have forwarded this to the proper team and an email confirmation will be sent to the customer once completed.

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

• Initial Complaint

  Date:11/27/2022

  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.

  In November of 2018 I purchased a tree from Balsam Hill.In 2021 strands of lights went out. I did all of the trouble shooting techniques that were recommended including purchasing *********** to test bulbs. Nothing worked so I reached out to customer service and was told that my warranty expired days sooner so I was out of luck. Had I not tried all their recommended stuff and just contacted them, I would have had my tree replaced. I was told all they could do for me was send me replacement strands of lights. It has been over a year and I have sent numerous emails but I still have not even received the replacement lights. I spent good money on a tree that was supposed to be of superior quality. I would think it should have lasted more than 3 years and the fact that I am constantly told the lights are out of stock/back order is just absurd. Your business is Christmas lights.

  

  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. The customer's item is already past the warranty coverage on their first contact, thus, we can no longer provide any replacement. The troubleshooting steps on our website are available to aid as quick resolution but customers can contact us to be assisted and given warranty claims necessary. We offered them a one-time courtesy replacement light strands as appreciation to their business with us. Rest assured that their replacement order will be shipped out along with a notification email.

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

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18467114
  
  I am rejecting this response because: I was told 12 months ago that Balsam Hill would send out strands of lights free of charge to replace the lights on the tree.  I have been told repeatedly that they do not have lights in stock to send to me.  This company is in the Christmas lighting business, how is it that for 12 months they do not have any lights?  How are they still able to sell pre-lit trees on their website?  I have done as they asked and have contacted customer service, I just get the same story. 

   

  If they will not replace the tree, I would like them to send me 3 strands of lights for my tree (2 for the strands that are out and 1 spare).  I have reached out to Balsam Hill's customer service numerous times with no satisfaction.  Last year I was upset but accepting of the offer to send me replacement lights but again, I still have not received the strands and it's been over a year. This is unacceptable for the money I paid.
  
  Sincerely,
  
  ***************************

  

  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.
  
  We understand that the customer wants to have the courtesy 3 light strands to be delivered to them. We sincerely apologize for the delay and inconvenience that this has caused. The light strands is still out of stock and we have limited insight into which products will be back in stock.
  
  We would like to inform the customer that the stock of our new items and warranty replacements have different inventories. These are warehoused in separate locations and all new items are sealed.
  
  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:11/26/2022

  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 bought a Pre Lit Christmas Tree in 2018 paid over $800.00. This is the 4th time i would be using the tree and this is the 2nd time Ive had a section of lights out. I contacted Balsam Hill the supervisor said go buy lights and restring the sections that are out the tree is out of warranty. I advised Her that every other year the same lights are out and this has been replaced already maybe theres a defect in the wiring to the tree since this is the second time Im having this issue. I advised Her that there are 2 master bulbs in the middle of the tree that are out and not working Ive switched the bulbs around and it seems theres a wire issue or something blown out since Ive tried working bulbs in there and there not lighting which makes me believe thats the white light issue. The Supervisor was not caring at all and just expressed how its out of warranty theres nothing they can do. I think its ridiculous for the price of the tree and the same issue 2x that theres nothing they can do when this is only the 4th time Im using this tree

  

  Business Response

  Date: 11/29/2022

  Hi,
  
  Thank you for reaching out to us about this issue. We're sorry to learn about how the customer feels with the way their concern is being handled and we apologize for the inconvenience that this has caused.
  
  On 11/27/2022, the customer called regarding the lighting issue of their tree. Our customer service representative assisted the customer with troubleshooting the ********************** tree but it did not fixed the issue. The customer was then advised that their tree is already out of warranty.
  
  On 11/28/2022, the customer messaged us via social media regarding the same concern. Our customer service representative assisted the customer and offered a courtesy light strands to be sent to fix the lighting issue on their tree into which the customer accepted.
  
  The courtesy light strands are already in progress and a confirmation email for the replacement order was sent to the customer. They will also receive an email with the tracking details once the item has been shipped out.
  
  
  Kindly let us know if there is anything else that we can assist the customer with.
  
  Regards,
  ********************** ****************

  Customer Answer

  Date: 12/01/2022

  Good morning, regarding my issue yes they did offer me new light strands. That was the only compensation they would give me. Am i satisfied Absolutely not since this is the 4th time using it. But theyre not willing to replace the section that is out again. Again this is the 2nd time in 3 years they dont stand behind there product. 

  Sent from my iPhone

  

  Business Response

  Date: 12/01/2022

  Hi,
  
  Thank you for reaching out back to us. We understand that the customer wants a replacement of the section of their tree that has a lighting issue.
  
  We would like to inform the customer that their item has a ****** Limited Warranty Coverage <https://www.balsamhill.com/help-warranty-information#faq2> from the order date and the courtesy light strands is already fulfilled and delivered to fix the lighting issue on their tree.
  
  The customer can refer to How to Restring Lights on a Pre-lit Christmas Tree <https://www.youtube.com/watch?v=7RX3nQzAhT4>.
  
  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,
  ********************** ****************

• Initial Complaint

  Date:11/26/2022

  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.

  We purchased a 9ft Christmas tree for over $1,000 and were assured it was an investment for years to come. The tree was beautiful, but just after the 3 year warranty 4 strings of lights went out. After hours troubleshooting with their help desk it was clear that the lights were not going to work again. I had to add lights that did not match to this expensive tree and it looked terrible. The solutions they offered were completely unacceptable. They would not repair it or replace it or give me a meaningful discount on these trees that are now over $2,000. I called customer service again today and they are offering no solutions.

  

  Business Response

  Date: 11/29/2022

  Hi,
  
  Thank you for forwarding the customer's response.
  
  We see that the warranty and store credit concern have been addressed making this issue resolved. The customer's item is already past the warranty coverage, thus, we can no longer provide any replacement. We have sent them one-time courtesy replacements last Decemeber 2021 as appreciation to their business with us.
  
  For additional concerns, please have the customer contact our customer service channels for proper assistance.
  
  Cordially,
  Balsam Hill Customer Service 

• Initial Complaint

  Date:11/26/2022

  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.

  2018 - spent ~$2,000 on a 12 foot ******* Spruce Narrow Color + Clear Christmas Tree from Balsam Hill.Comes with a 3 year warranty.2021 - went to put it up and an entire section wasn't functioning and preventing the rest of the tree from lighting up. Followed all company posted troubleshooting directions (checking for broken light, fuses, issues at the connecting areas etc., no issues) Was within warranty and was sent a replacement section.2022 - went to put up the tree yesterday (11/25) and the same issue happened....an entire section was out (section 3) preventing the rest of the tree from lighting. Once again, spent hours troubleshooting the tree, spent an hour on the phone with customer service (*******) and came to the conclusion that likely it was an electrical issue that was causing the tree problems. Basically I spent $2,000 on a dud. After having the same issue TWO years in a row, I was not OK spending so much money on a product that didn't last me more than four years, and I do not think that is the quality that Balsam Hill holds of their products. ******* then said she submitted a request for an exception to be made and that I would receive email confirmation of that within ***** minutes and then a resolution within ***** hours....never received the email.Called today (*****) and another supervisor confirmed the email request was never sent, so I was lied to to. This was not a small purchased from a discount retailer. A $2,000 tree should not have electrical issues year 3 and year 4. This is a faulty product. I even offer to PAY for the replacement part just so that we could get our tree up for the season...I was told I need to buy my own lights and re-string it. Since the tree purchased I have continued to spend money with the company and am a good customer...this was frustrating, disappointing and terrible business practice. I invested in a piece that I was hoping will last our family a while, it was faulty and I was offered no resolution.

  

  Business Response

  Date: 11/29/2022

  Hi,
  
  Thank you for reaching out to us about this issue. We're sorry to learn about how the customer feels with the way their warranty concern is being handled and we apologize for the inconvenience that this has caused.
  
  On November 25, 2022, the customer contacted us regarding the lighting issue on their tree. They ask if they can purchase a section for their tree. The customer was then advised that we do not have any replacement sections available for purchase and we can help them to troubleshoot the tree or they can restring a new light as they are. Our customer service support assisted the customer for troubleshooting the tree but we are unable to issue any replacement since the tree is already out of warranty.
  
  On November 28, 2022, we sent an email to the customer to offer a courtesy full tree replacement into which they have accepted. Due to the replacement section that we have sent on 2021 did not fix the issue on their tree. The full product replacement is already in progress and a confirmation email for the replacement order was sent to the customer. They will also receive an email with the tracking details once the item has been shipped out.
  
  Kindly let us know if there is anything else that we can assist the customer with.
  
  Regards,
  ********************** ****************

• Initial Complaint

  Date:11/25/2022

  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 tree from balsam hill in November of 2017. In November of 2019 the lights started going bad and I began replacing many of them from the extras I had from when I first purchased the tree. I tried ordering extras at that time but they didnt have any in stock, or so I was told. In November of 2020, I tried ordering them again but again they didnt have any. In December of 2021 I spoke to an agent who advise I could get the incandescent bulbs and they would work even though mine were LED. This was a lie. In November of 2022 I called again and they told me the LED ones on stock would work, so I ordered 40, yes 40, boxes of them so that I would never be in this situation again. Again, these lights didnt fit my tree. I called in and the customer support could barely speak English and told me to try going to stores and figure it out, try taking off the light strings and replace them or try emailing customer support. I then emailed customer support and the first agent said they would replace the tree, the second said they would send a new string of lights and the third told me to buy a new tree and that mine had expired. To spent nearly 1k on a tree and to be told to just buy a new tree was absolutely insane. I will never buy another tree from them and I recommend that no one else does either. They do not stand behind their product and they expect customers to just throw out a tree every few years and buy a new one. Even after they said they would replace it and I have the email that states it.

  

  Business Response

  Date: 11/29/2022

  Hi, 

   

  Thank you for relaying the customer's concern.

   

  Please extend our apology for the light issue encountered with their tree and for the experience they had with our customer service team thereafter.

  On 11/28/22, we successfully processed a complimentary light strand replacement. It's being processed and we're validating the stocks available so we can send the customer an update with the delivery.

   

  We hope this helps.

   

  Sincerely,

  Balsam Hill Customer Service

• Initial Complaint

  Date:11/25/2022

  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 prelit tree 10/3/20, order H012928709 - they still manufacture the tree I purchased and even have them in stock for order - the tree is still under 3 year warranty - per the warranty policy on their website they will replace the tree if necessary and parts are unavailable - per my conversation 11/25/22 with their customer service, the middle section of the tree is defective and needs to be replaced - they claim to not have these sections available for replacement and do not know when they will be in stock - they are refusing to replace the section using one of the trees they have in stock - they are refusing to replace the tree in its entirety I am requesting they honor the warranty and provide the replacement section, or a replacement tree, or a full refund of the original purchase price.

  

  Business Response

  Date: 11/29/2022

  Hi,
  
  Thank you for reaching out to us about this issue. We're sorry to learn about how the customer feels with the way their warranty concern is being handled and we apologize for the inconvenience that this has caused.
  
  On 11/26/2022, the customer contacted via chat regarding the sectional lighting issue on their tree. Our customer service representative assisted the customer with troubleshooting the ********************** tree. When we are about to request the defective section replacement, our system prompted that the replacement section is currently out of stock. We offered the customer a few complimentary light strands to be sent as a temporary fix and have the replacement section of their tree sent once its back in stock. But the customer declined and wants a full tree instead.
  
  The customer saw that we have the exact same tree available on our website. We would like to inform the customer that the stock of our new items and warranty replacements have different inventories. These are warehoused in separate locations and all new items are sealed.
  
  We are unable to issue a full tree replacement for the customer due to only 1 out of 3 section has a lighting issue and we are unable to refund the order since the order is made on October 2022.
  
  We would still like to offer the customer a few complimentary light strands to be sent to temporarily fix the lighting issue and the replacement section of their tree sent once its available.
  
  While our policies may not align in the customers favor at the 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.
  
  Regards,
  ********************** ****************

  Customer Answer

  Date: 12/03/2022

   
  Complaint: 18463644
  
  I am rejecting this response because:

  The tree is unusable in its current state.  The lights are integrated with the tree and extra light strands do not resolve the issue.
  

  Claiming that Balsam Hill does not have replacement parts in stock is false.  They have the exact tree I ordered in stock, therefore they could send me a replacement section from one of those trees.

  Also the warranty (which the tree is still under) clearly states a replacement tree can be provided.  In this case Balsam Hill is refusing to honor the warranty be either means (replacement section or replacement tree) available to them.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/05/2022

  Hi,

   

  Thank you for forwarding the customer's response. 

   

  We acknowledge the customer's rejection regarding the section replacement. As parts such as tree sections are custom-manufactured, we expect fulfillment by off season. This matter is addressed in accordance with our ****************** Warranty Coverage which states any repair or replacement of defects in those parts are fully covered by the warranty within the specified time frame.

   

  It was determined that either the section replacement or light strands offered are the best we can provide at this time as. Please have the customer contact our customer service channels should they accept.

   

  Sincerely,

  Balsam Hill Customer Service

   

   

   

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18463644
  
  I am rejecting this response because:
  
  

  Light strands have nothing to do with fixing the tree under warranty.  The company is refusing to provide a replacement section until the off-season, presumably because they would rather sell trees than honor warranty repairs.  They have the trees in stock and therefore have replacement sections available.  Not honoring warranties during the holiday season is an extremely questionable business practice for a company specializing in selling Christmas trees.

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

  

  Business Response

  Date: 12/08/2022

  Hi,
  
  Thank you for reaching out back to us.
  
  We acknowledge the customers response. We would like to clarify that we are willing to coordinate with the customer and provide service regarding their warranty claim. It is just that the replacement section of their tree is currently out of stock. As to why we offered the light strands as a temporary fix only for the lighting issue on their tree until the replacement section becomes available.
  
  Per our previous response, we would like to inform the customer that the stock of our new items and warranty replacements have different inventories. All new packages are sealed and has different warehouses.
  
  Should the customer devided to proceed with the warranty claim, we recommend them to contact our customer service channels.
  
  For additional assistance, they can always check our website.
  
  Sincerely,
  Balsam Hill ****************

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18463644
  
  I am rejecting this response because:

  The issues I have raised are not being addressed by these responses from Balsam Hill.  I have already asked for a warranty replacement and was refused, so telling me to contact customer service is not helpful.  There are 2 acceptable resolutions:

  1. Have someone open one of the new inventory boxes and send me a replacement section from one of those trees.  I do not accept that these are "separate inventories"--internal company inventory policies are not my problem as a consumer and should not supersede or interfere with warranty repairs. 

  2. Send a replacement tree to replace the defective one.

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

  

  Business Response

  Date: 12/13/2022

  Hi,
  
  Thank you for reaching out back to us.
  
  We understand that the customer wants us to send them a replacement section of their tree or send them a full tree replacement. Please know that we are offering the light strands as a temporary fix for the lighting issue on their tree only just until the replacement section becomes available as the lighting issue of their tree can be fixed by the section replacement only. It is just that the replacement section of their tree is currently out of stock.
  
  We recommend them to contact our customer service channels so we can proceed with the warranty claim.
  
  Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** ****************

• Initial Complaint

  Date:11/25/2022

  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 a tree and received an email as well but no tracking number and no tree to date I was advised 8 to 10 days shipping over 16 days now

  

  Business Response

  Date: 11/29/2022

  Hi,

   

  Thank you for relaying the customer's response to **.

   

  Please extend our apology for the issue they encountered with the delivery of their order. We would be glad to locate the order and provide more information on the shipping status. However, the email address provided doesn't match to any orders on our system. 

   

  The customer may provide us their order number or the correct email address they used on the purchase.

   

  Sincerely,

  Balsam Hill Customer Service

• Initial Complaint

  Date:11/21/2022

  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 christmas tree from Balsam Hill in 2018. Unfortunately, the remote control is missing. Balsam Hill informed me that my tree is out of warrant (which is three years) and they do not sell replacement remotes. So they have them, but don't sell them and won't otherwise send me one. Now I have a very expensive pre-lit tree that is only four years old and cannot be lit. What's the point?? I would like a replacement remote for my clear/multicolor supposedly pre-lit tree.

  

  Business Response

  Date: 11/22/2022

  Hi, 

  Thank you for reaching out to us about this issue. We're sorry to learn about how the customer feels with their tree lighting issue.

  We understand that the tree is already out of warranty and the replacement part needed is not available for individual purchase. We would be glad to send them a replacement remote as a one-time courtesy. Please let them contact our customer support channels and provide us with their updated shipping address as the one we have on file *** no longer be updated. Rest assured that everything will be noted on their account. 

  We hope this helps and we look forward to hear from them to proceed with the replacement part.

  Cordially,

  Balsam Hill Customer Service

• Initial Complaint

  Date:11/21/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a "high quality and most realistic tree" from BALSAM HILL and paid $650 because according to what I looked at on their site it just like a real tree!Since I purchased it at the end of last season (12/29/21), I received it and stored it until this season. We put up the tree 2 days ago and to our dismay this tree looks NOTHING like advertised!I contacted the company in hopes of returning the product because the quality is so bad I wouldn't pay $50 let alone $650 and was told it's out of the 30 day window of return policy.I understand and respect any policy but this is so outrageously bad that I can not accept nothing being done on their part which is exactly what I was told.BUYER BEWARE!!

  

  Business Response

  Date: 11/21/2022

  Hi,

   

  Thank you for forwarding the customer's message.

   

  We are sorry to learn that the tree they received was not as expected and that the return period already ended. 

  Please be advised that our return policy is always available on our customer's end before and after they make a purchase with us. However, we, of course, always understand that our customers have their reasons for not being able to inspect their package right away upon receipt.

  As the customer only contacted us on November 22, which is 10 months after they received the order, we tried to explain the policy but the call got disconnected. 

  With this, we still wish to assist the customer and offer a one-time exception to accept their return. Applicable fees ($25 return and 20% restocking fees) will be applied towards their refund. These fees are non-profit generator but simply the fees to help us recover the cost of shipping and processing their order.

  Let us know if the customer is ready for the return so we can send them the return labels.

   

  Sincerely,

  Balsam Hill Customer Service

  Customer Answer

  Date: 11/22/2022

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

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18445054
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  I have yet to receive postage with address label to return item

  

  Business Response

  Date: 12/01/2022

  Hi,
  
  Thank you for reaching out to us about this issue. We understand that the customer want to receive a return label for the item.
  
  To set the proper expectations, per our previous response, this is a one-time exception for the return and a 20% restocking fee and a flat label fee per carton will be applied accordingly. We have requested a return label to the proper member of our team and it is currently for approval. Once approved, the customer will receive a return label that they can use to return the tree back to us. We will process the appropriate refund once the return label is already activated.
  
  Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** ****************

  Customer Answer

  Date: 12/03/2022

   
  Complaint: 18445054
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  If you read the previous offer it was stated there would be a 20% restocking fee and an additional $25 fee which I reluctantly accepted because the product is far less then presented. There should be NO other charges after what I originally agreed to

  

  Business Response

  Date: 12/05/2022

  Hi,

  Thank you for forwarding the customer's response.

  We understand that they agreed to pay for the restocking and return fees associated with their return. Please be advised that these will be deducted from their refund which will be processed as soon as the tree is in transit back to us. Refunds will be completed within 3-5 business days, depending on their bank processing times, and it can take up to 30 days to reflect on their bank statement.

  The prepaid return label was successfully sent to their provided email address. If they do not see it, it may be located in their spam or junk folder. Once received, please follow the instructions listed in the email on how to use the label. Let us know if they have additional questions regarding the return and refund process. 
  

   

  Thank you,

  Balsam Hill Customer Service

  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.
  
  Sincerely,
  
  ***************************