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:11/20/2022

  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 my Balsam Hill tree in November of 2016. My tree now needs Master Replacement Bulbs. Balsam Hill has this product but only makes it available in the Welcome Kit that comes with the tree on purchase. So now that my tree is out of warranty they will not make the product I need to repair it accessible. I have no problem paying for the part either. Not asking to get it for free.

  

  Business Response

  Date: 11/21/2022

  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 see that the customer has been assisted via email and their replacement part order is already in place. We will be sure to email the customer with tracking number once it has shipped.
  
  For any additional concerns, we recommend them to contact our customer service channels. 
  
  Sincerely, 
  Balsam Hill Customer Service 

• Initial Complaint

  Date:11/20/2022

  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.

  2017 PURCHASED A CHRISTMAS TREE. USED THREE TIMES. FOUTH YEAR 2021 THE LIGHTS ARE NOT WORKING. I CALLED AND WAS TOLS MY WARRANTY EXPIRED TWO WEEKS PRIOR. THE BEST THEY CAN DO I MAIL ME STRANDS OF LIGHTS. I NEVER RECIEVED THE LIGHTS. IN FEBUARY 2022 I WAS TOLD I WILL GET BY SEPTEMBER 2022. TODAY IS 11/20/22 AND THEY STILL DO NOT HAVE THE LIGHTS FOR ME. AND THAT I CAN PURCHASE A NEW TREE TODAY FOR 954.00.I WENT ON ******** AND UNDER THEIR PAGE I READ NUMEROUS COMPLAINT AFTER NUMEROUS COMPLANT REGARDING THE SAME EXACT ISSUE THAT I HAVE. YEAR THREE ONCE THE WARRANY HAS EXPIRED THEIR LIGHTS BREAK. IT WAS DESIGNED TO FAILED.I THOUGHT IT WAS JUST A COINCIDENCE BUT IT IS NOT.

  

  Business Response

  Date: 11/21/2022

  Hi,

   

  Thank you for forwarding the customer's message.

  Please extend our apology for the issue with their tree and for the long wait on their replacement part. We, of course, didn't want this to happen while the warranty is already expired. Please also know that we are doing our best to keep our inventories available all the time, but due to the seasonality of our products and the current logistics situation, some replacement items may not be on hand all the time. 

  With this, the customer should receive the complimentary lights as soon as we receive the stocks from our manufacturer this month. Rest assured that we will ship the order out as soon as we have them available.

   

  We appreciate your understanding.

   

  Sincerely,

  Balsam Hill Customer Service

   

• Initial Complaint

  Date:11/19/2022

  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 6 foot artificial tree from Balsam Hill in October ?2022 for the price of $359.90 the tree arrived less than a week later, I left the tree in the box and stored it unopened in my garage for assembled the week of November 20, 2022 for Thanksgiving to have the tree decorated, when I took the tree out the box all the parts were there and it is a lovely tree but when I plugged up the tree which is in 3 sections, the bottom section was the only one lit so I called Balsam Hill Tree customer service and was greeted by a rude gentleman when i tried to explain that my tree isn't lit and he informed me they can send another replacement out and I should received it within 5 days (Thanksgiving is 24 November) I expected my tree to be up for Thanksgiving since I have family coming to visit, so I asked the rep could he at least give me a tree topper for my inconvenience, he said NO and was over talking me, so I asked for a supervisor since I paid over $300 for a fake tree and could have gotten a live tree for less than $100, so the supervisor said "I can discount the tree 10% -$35 and that's all, I have company coming over for the holidays I wanted my tree up for Thanksgiving now I have to entertain without a tree or keep the 1/2 lit tree up. I paid too much money to be inconvenienced like this and given mere pennies in a discount

  

  Business Response

  Date: 11/21/2022

  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 service is being handled. We sincerely apologize for the inconvenience that this has caused.
  
  Starting November 2022, the customer contacted regarding the lighting issue on their Christmas tree. Our customer representatives assisted the customer. We have requested a full tree replacement, and credited a 10% refund on their order to compensate for the inconvenience. The customer was then sent a return label to return the defective tree back to us. However, the full tree replacement order was cancelled due to being out of stock.
  
  The defective tree is currently in transit back to us. Once we receive the tree back at our warehouse, a full refund will be issued to the customer. We recommend the customer to order a new tree on our website or by calling our toll free number: 888-55-BALSAM *************). We would like to offer a 5% discount towards the customers new order to compensate for the inconvenience.
  
  Our sincere apologies for the process this has been. Again, we sincerely apologize for the delay and inconvenience that this has caused. Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** ****************

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18440406
  
  I am rejecting this response because of the shabby service and I would like a FULL refund immediately and no more contact from the company except to refund me.
  
  Sincerely,
  
  ********************

  

  Business Response

  Date: 11/22/2022

  Hi,

  Thank you for forwarding the customer's response.

  We see that the return and refund has been completed making this issue resolved. The customer should expect the refund back to their original form of payment within 3-5 business days. Please let them know that it could take up to 30 days to reflect on their financial statement depending on their bank's processing time.

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

  Cordially,

  Balsam Hill Customer Service

  Customer Answer

  Date: 11/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********************

• Initial Complaint

  Date:11/18/2022

  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.

  A Balsam Hill tree was purchased and on a subsequent Christmas the lights were defective. Tech support tried to resolve in November of 2021. Could not fix the problem. I was told they would send me 4 sets of 100 reacement lights to rewire the tree. This was agreed to in January 2022.The lights have been out of stock since January 2022. I call and am told the shipment is pending. Every single frustrating phone call ends the same. So now it is November 2022 and still no lights for this expensive tree. The tree could not be used in 2021 and now again on 2022. If I needed a disposable tree, I could have bought an inexpensive one and discarded it.The tree lights are only on for a few weeks per year and for only a few hours per day. They should have lasted for along time. Even worse, the customer service at ********************** is the worse. I feel like I have been scammed by their empty replacement delivery and now I have no lighted Christmas Tree.Of a Christmas Tree company can't fulfill a light issue in the months prior to Christmas, when can they?I have requested a full refund and have been denied. *****, a supervisor, hung up.on me today.I cannot get a telephone number or name of a person at Balsam Hill who can rectify this whole mess.

  

  Business Response

  Date: 11/21/2022

  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 service is being handled. We sincerely apologize for the inconvenience that this has caused.
  
  On November 2021, the customer called to report the lighting issue on their Christmas tree. Our customer service representative assisted the customer with troubleshooting. They have requested a courtesy light strands to be sent out to the customer. On this time, the customers tree is already out of warranty as the order date was on November 2017. The courtesy light strands were successfully delivered to the customers shipping address.
  
  On January 2022, the customer emailed that they are hesitant to restring the lights on their tree. Our customer service representative assisted the customer and gave a link for a video on how to restring a light. The customer then emailed back stating that the courtesy light strands that were previously sent is not sufficient to cover the damaged part. As a one-time exception, we processed an additional courtesy light strands to be sent to the customer. However, the replacement was out of stock due to the season just ended. The customer was then advised that the estimated time of arrival would be on September.
  
  Starting September 2022, the customer has followed up via phone call and email to inquire when will the courtesy replacement part be fulfilled. During these time, our customer service representatives advised that it would be fulfilled soon as it is still out of stock.
  
  The customer will receive an email notification once it has been shipped out. Please be advised that a refund as a settlement is not possible as the item is already out of warranty. We have a 3-year Limited Warranty Coverage for our artificial Christmas trees. The customer can view this link for more information: https://www.balsamhill.com/help-warranty-information#faq2
  
  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,
  ********************** ****************

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18436008
  
  I am rejecting this response because: on 1/6/22 I was promised 4 strands of 100 bulb multi color lights with master bulb. 
  the bulbs being 2.5 volt.  0.425 *****.

  After numerous phone calls over the year I am constantly being told they are pending. I have repeatedly asked to have this escalated,I was told this is it. I have asked for the ** of sales info and was denied. This tree was purchased with the expectation via their advertising they were a cut above Big box stores trees. I was sadly mistaken as there are people out there that have prelim trees they paid 1/3 of the amount and are over there years old and still working. Let the buyer be ware I should have looked at the BBB for this is not only my problem. Also the fact that Im not even sure anyone above a supervisor knows whats going on. The customer service from this ********************** is terrible and I think the public needs to be made aware of whats going on. Also as for their 3 year warranty in reality it is a ninety day warranty. Its not a washing machine or other appliance that you use almost daily. Its a Christmas tree that goes up after Thanksgiving and comes down New Year day. In closing if I wanted a tree that would be useless in three years I would not of spent that kind of money. Just send me a refund.

   

   

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

  

  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.
  
  We understand that the customer wants to be refunded due to the unfulfilled replacement light strands. We would like to inform the customer that a refund is not possible at this moment due to their Christmas tree is already out of warranty.
  
  Rest assured that we are working with the proper member of our team to have this issue resolved. Please be advised that we have limited insight into which products will be back in stock. Once the replacement item is shipped out, the customer will receive an email with the tracking information.
  
  Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** ****************

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18436008
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18436008
  
  I am rejecting this response because:

  This is no resolution to the problem.
  This is only the same response I have gotten since Jan 6, 2022 to our complaint. The tree Lights are defective and I was told they would  be replaced. However every time I call I am told the same thing: out of stock. How is it possible for a Christmas tree company not have inventory for 11 months. I cannot believe that Balsam Hill does not have a delivery date from their manufacturer in the past 11 months.

  I, along with many other complaintants, are just given stock answers with no credible details. 
  Balsam Hill asks that I be patient, but I ******** months waiting is more than patient. I have a sub par product from a company that doesnt care. They say have a superior product but I only see a company with expensive products and absolutely no customer service.

  I have requested to discuss yet his with their VP of Sales and even their CEO! i am told this is not possible and speaking with customer service is my only recourse. I have even had the pleasure of being hung up on by their customer service representative.

  
  Today is Dec 1, 2022"11 months since this replacement issue started in January. I have a tree with no lights for this holiday season. After spending a lot of money on a Christmas tree that, if we are totally aware is only lit from maybe after Thanksgiving to New Years and then only for a few hours per day. This product is not used every day, all day long for entire years! 
  
  I would think a Christmas Tree company would care first of all about their consumers and secondly about their reputation. 
  Again, no definite answers, only be patient and wait for inventory on the promised replacement lights. 
  NO CHRISTMAS TREE FOR 2022'!!!!!!!!!!!
  totally UNACCEPTABLE.

  
  
  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. While the additional courtesy light strands is still currently out of stock, the customer can buy a new set of light strands for their tree that is now out of warranty.
  
  We would like to request for the customer to understand that we do not have an estimated availability date at this time and we have limited insight into which products will be back in stock.
  
  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: 18436008
  
  I am rejecting this response because: still did not address the issue of getting me the info for the *** or the ** of sales.

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

  

  Business Response

  Date: 12/08/2022

  
  Hi,
  
  Thank you for forwarding the customer's response.
  
  We see that the warranty has 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 processed a one-time courtesy replacement as appreciation to their business with us. While the said replacement order is still out of stock, rest assured that it is in place and will be fulfilled once available. The customer will be notified as soon as igt has shipped.
  
  We value the customer's input and respect their opinion on this delicate matter. For additional concerns, please have them contact our customer service channels for proper assistance.
  
  Cordially,
  Balsam Hill Customer Service 

• Initial Complaint

  Date:11/18/2022

  Type:Delivery 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 number of expensive garlands last year and it broke just past the 30 day warranty. Called them about defective wiring and they said they wouldn't cover. I posted a negative review online and suddenly they were going to cover. Send me email in writing that they would send replacement. Followed up in July and they said it would be in 6-8 weeks. Sent follow up email a week ago--no response. Called today and they said their back order department decided they weren't going to send and closed case without notifying me. Horrible customer experience for a defective product. Order number SWA_4006762

  

  Business Response

  Date: 11/21/2022

  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 service is being handled. We sincerely apologize for the inconvenience that this has caused.
  
  On December 2021, our customer service representative sent an outbound email to the customer regarding their review for the defective ******** At that point, the item is already out of warranty. However, we still requested a replacement to fix the issue and once it was approved, it has been back ordered as the replacement item is out of stock at that time. The customer was advised when the replacement order has been shipped out, they will receive an email with the tracking information.
  
  Starting July 2022, the customer has followed up via phone call and email to inquire when will the replacement be fulfilled. During these time, our customer service representatives advised that it would be fulfilled soon as it is still out of stock.
  
  We apologize for the misinformation in our end regarding the replacement will not be fulfilled from the last contact. The replacement order was already shipped out on 11/19/2022 and was successfully delivered on 11/21/2022 per the tracking number.
  
  Our sincere apologies for the process this has been. Again, we sincerely apologize for the delay and inconvenience that this has caused. Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** ****************

  Customer Answer

  Date: 11/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while their response does not mention that they only shipped after the BBB contacted them, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/16/2022

  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.

  On January 30, 2022, I ordered a 7.5 classic spruce Christmas tree from balsam Hills. It was $743. It got delivered right after my husband went into the hospital for a 3 1/2 week stay. After getting out of the hospital my husband had several months of rehab. My daughter took the unopened box and simply put it to the side. With so much going on I didnt even think to open the box until this last Sunday. When I opened it I was so disappointed! This looks nothing like the picture that they showed for the tree that I bought. In contacting ****** Hills the first person said I could pay a $117 restocking fee and a $25 return shipping fee. I agreed to both and was just happy that I could return the tree. Now **************** says that because it was beyond the 30 days I cannot return it. I have spoken to a *******, who is a supervisor, and she said absolutely not. I understand that this is against their regulations to return a tree this late. However I believe there is deception of practice in their advertising. I can send you a picture of what Balsam Hills shows for my tree and a picture of the actual tree. I want to be able to return this tree. I am willing to pay the $117 restocking fee and the $25 shipping fee, however this tree is not what they picture in their advertising.

  

  Business Response

  Date: 11/17/2022

  Hi, 
  
  Thank you for reaching out to us about this issue. We're sorry to learn about how the customer feels with the decline of their return request. 
  
  We understand that the tree did not meet the customer's expectations. Our products are compressed to ensure safe shipping. We always recommend our customers to shape and fluff the tree branches to achieve fullness as pictured on the website. 
  
  The customer sent their return request nine months after delivery which is clearly beyond our return period, thus, we are unable to proceed.   
  
  For any additional concerns, we recommend them to contact our customer service channels. 
  
  Sincerely, 
  Balsam Hill Customer Service 

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18411972
  
  I am rejecting this response because: This is not about the nine month delay in returning the product, its about deceptive advertising. I have had artificial Christmas trees before, Santas Own, and I know how to arrange the boughs. This tree is not what is pictured in your advertisement. This tree was stored unopened in my house as it would have been un your warehouse. This is a new tree and with my paying for restocking fees and shipping, Balsam Trees will suffer no loss. However if need be, I plan on going on ******** and Nextdoor and show the tree you advertise and the tree I received. There is no comparison, but Ill let the public decide if they want to chance it.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/21/2022

  Hi,
  
  Thank you for reaching out to us about this issue. We understand that the customer wants to return their tree past the return period.
  
  While we understand that the return period on their order has already ended, we can provide a one-time exception to accept the return of the item wherein a 20% restocking fee and flat return label fee will be applied. We have requested a return label and it is currently pending for approval. The customer will receive an email notification once it is approved.
  
  While our policies may not align in the 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.
  
  Sincerely,
  ********************** ****************

  Customer Answer

  Date: 11/22/2022

  I was informed by Balsam Hill customer service that I would have to pay $117 restocking fee and $25 shipping. If this what it will cost me to return a tree that I truly believe is misrepresented in your add, then I will agree to thank.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/15/2022

  Type:Delivery 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.

  Multiple Shipment Errors and Enormous Time/Effort Spent I have had the WORST experience from Balsam Hill and requesting compensation for my time and effort. Here is my experience:1.). Ordered the ******* Fir 7.5ft. wide with LED + clear on 10/31/2022.2.). Received order on 11/6/2022 box 2/2 the CORRECT tree and another box 2/2 of an incorrect tree.3). Contacted you on 11/6. Spoke with an agent (Call #1- total time ***** minutes) and received shipping labels via e-mail and it was picked up 11/7/2022. The agent verified shipping new section of tree.4). Received no confirmation e-mail or tracking number so called back (Call #2- total time ***** minutes) on 11/8/2022. The agent informed me that they need to receive the incorrect tree before they ship the new tree. I said no and reiterated that this was not my fault and the incorrect tree was enroute. Once again I verified what part of the tree that I am missing and that my expectation was to receive the correct part and have the shipping expedited.5). Received confirmation e-mail with shipping information. The shipping information noted "cart 2 of 2". I called back on 11/11/2022 (Call #3 30 minutes total time). The agent could verify that a part was shipped, but not the description. I was transferred to a manager that confirmed the item was BOX 1 of 2, the bottom of the tree.6). Received box 11/15 and it was box 2 of 2, the same part that I already had. I called back 11/15/2022 (Call #4- total time ***** minutes) and talked to manager ***. He confirmed the shipment, but could not confirm the contents. I expressed my deep displeasure with this experience and that I will never recommend Balsam Hill to anyone. He confirmed that the right part will be shipped and it will be expedited. Received confirmation e-mail with standard shipping noted and receiving product in **** business days.It is 15 days beyond ordering the tree with 4-5 hours spent and no tree. I am seeking correct tree and compensation for my time.

  

  Business Response

  Date: 11/17/2022

  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 11/6/2022, the customer called us to report that they received a total of 2 boxes. Both with a label 2 out of 2, one is an incorrect tree. Our customer service representatives assisted the customer, we submitted a reshipment for the correct box and sent a return label to the customer to be used to return the incorrect box.
  
  On 11/8/2022, the customer called back to know the status of the reshipment. Our customer service representative told the customer that the reshipment was rejected as we needed to receive the incorrect box first from the customer.
  
  On 11/11/2022, the customer called back to follow up on their request. Our customer service representative submitted a new request for the reshipment of the correct item with expedited shipping.
  
  On 11/13/2022, the customer called back to know when will the package arrive. We have advised them the estimated time of arrival of the package.
  
  On11/15/2022, the customer called back as they receive another incorrect box of tree. We have processed a new reshipment for the correct box.
  
  Starting 11/16/2022, the customer communicated with us via email. The reshipment has been expedited and the tracking number has been sent to the customer. We have offered the customer a 15% refund on their current order and an additional 10% discount code on future purchase to compensate for the inconvenience. We have also confirmed with the proper member of our team that the reshipment is already the correct box.
  
  Our sincere apologies for the process this has been. Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** ****************

  Customer Answer

  Date: 11/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while this resolution is not completely satisfactory to me, it is in keeping with my request, so I will not pursue additionally.
  
  Sincerely,. *********************
  
  *********************

• Initial Complaint

  Date:11/14/2022

  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 ordered a Christmas tree on August 1, 2022. The return policy is 7 days, so I immediately unboxed it to put it together. It showed up with no stand or extra bulbs. Obviously, I couldnt put the tree together to make sure it worked and I liked it. I spent $1500 on this! I immediately called the company and there said they would send the missing parts. I said that will be past the 7 days, so please **** my account. I was assured there would be no problem. I continued to call or email every couple weeks, asking for an update on the stand and reminding them that its been a long time and I wanted it noted on my account. They said I would have it as soon as they were back in stock. Well now its November 14th and Im decorating my house before I leave town and still dont have the stand. I had to go buy another tree! They still wont take it back. I opened a dispute with my credit card company and a stand showed up at my door. HOWEVER, ITS THE WRONG STAND! IT DOESN'T FIT THIS TREE! I called them again and they just keep telling me that Im outside the 7 day return period and they will not return it.

  

  Business Response

  Date: 11/14/2022

  Hi, 
  
  Thank you for forwarding the customer's message. 
  
  Please extend our apology for the issue with their order and for the delay in shipping the replacement stand and bulbs. 
  
  
  We understand that this is a pending replacement since August when it was first reported. Due to the seasonality of our products, some replacement parts may not be on hand all the time.  
  
  As we see that the customer already ordered a new tree and just wants to be refunded, we successfully sent the prepaid return labels to their email address. We recommend them to return the original order as soon as possible so we can process the refund, however, please note that if customer already filed a dispute and received the refund from their credit card company, refund will no longer be processed on our end. 
  
  We hope this helps. 
  
  Sincerely, 
  Balsam Hill Customer Service 

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18400863
  
  I am rejecting this response because:  the return labels they sent me require me to pay $50 in shipping. I do not believe I should have to pay anything to return this tree. I would appreciate them resending actual PREPAID return labels. As for my credit card company, they are investigating, so no refund has been given yet. They are also waiting to hear back from Balsam Hill company.  I can cancel the investigation. Yes, we can satisfy this request.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/15/2022

  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.
  
  We understand that the customer wants to return the item with no applicable fees. We are unable to waive the fees since all warranty replacement parts were fulfilled. They can use the return labels sent on their email to return back the item.
  
  We request for the customer to withdraw their chargeback claim so we can process the refund on our end once the item is in transit back to us. If the chargeback claim remains open, we cannot process anything on our end.
  
  Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** ****************

  Customer Answer

  Date: 11/16/2022

   
  Complaint18400863
  
  I am rejecting this response because:

  
  Again I will explain THAT ALL THE PIECES WERE NEVER RECEIVED.  I RECEIVED A TREE STAND AFTER MANY COMPLAINTS BUT IT IS THE WRONG SIZE!  IT DOES NOT FIT THIS TREE!

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

  

  Business Response

  Date: 11/17/2022

  Hi, 
  
  Thank you for getting back to us. We regret to hear about how the customer feels with how this matter is handled. 
  
  We see that this issue is resolved as the item has been refunded by the customer's credit card **********************. We also provided return labels and waiting for the customer to return their item. 
  
  For any additional concerns, we recommend them to contact our customer service channels. 
  
  Sincerely, 
  Balsam Hill Customer Service 

  Customer Answer

  Date: 11/19/2022

   
  Complaint: 18400863
  
  I am rejecting this response because: I have not received a refund. My credit card company is still investigating - waiting for a response from Balsam Hill. The return labels I received require me to pay $50 for a product which doesnt have all the parts. That is unacceptable. I would like a refund and, if Balsam Hill wants the product back, the cost should be on them.
  

  This is another example of the terrible customer service I have received from this company. I am leaving the country in 2 days, please respond quickly. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/21/2022

  Hi,
  
  Thank you for getting back to us.
  
  We are sorry to hear that the customer has not received their refund yet and we understand that the customer wants us to shoulder the shipping cost of the return. Please be advised that the return label fees are valid since the tree was already serviced under warranty to resolve the customers issue.
  
  Please note that the refund was still not processed as the tree is still in the customers possession. Once we see that the return labels are activated, the appropriate refund will be processed as long as there is no open chargeback claim under the order. If the chargeback claim is open, we will not be able to process anything on our end.
  
  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.
  
  Sincerely,
  ********************** ****************

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new tree in 2019 for 400 dollars. I used the tree for two seasons before the foot switch stopped working. I requested warranty service in November 2021, and was sent the wrong part. After much chatting with customer service, they decided I needed a different part which wouldn't be ready for months. Fast forward to this November, one YEAR later, and they're now saying the part won't be ready until NEXT September. So, we'll after Christmas.At this point I am trying to get a whole replacement tree or a refund so that I can spend my money with a company with better customer service.

  

  Business Response

  Date: 11/14/2022

  Hi, 
  
  Thank you for sending the customer's response wherein they would like to get a replacement tree or a full refund. While there was a delay with the foot pedal switch replacement, this was resolved in the following order: 
  
  Nov. 30, 2021   The customer contacted us about the foot switch stopped working and requested a storage bag replacement. We processed their request by sending it to the proper team in accordance to their warranty coverage. 
  
  Dec. 9, 2021  The customer contacted us back due to having difficulties in installing the replacement foot switch. We provided technical support accordingly.  
  
  Jan. 26, 2022 We placed another order for the replacement foot switch and updated the customer vis email. 
  
  Feb. 23, 2022 The customer contacted us back regarding the status of the replacement order and was advised with the timeframe. 
  
  Oct. 21, ************************************************************************* getting the replacement part.  
  
  Nov. 1. 2022 The customer followed up on their warranty case. We advised them that the replacement order is still in place and the case will be handled in accordance to their warranty coverage.  
  
  Nov. 14, 2022 We updated the customer via email that we are still waiting for the replacement part and will be shipped to them once available.  
  
  Nov. 15, 2022   The customer contacted us back through social media about the replacement order status. We offered a customer care credit for the inconvenience caused by the delay but they declined. It was then escalated and determined that the best take would be for a full tree replacement. The customer accepted the offer, hence, we have processed their full tree replacement order. 
  
  We have already resolved this matter via email. For any additional concerns, we recommend them to contact our customer service channels. 
  
  Sincerely, 
  Balsam Hill Customer Service Tell us why here...

• Initial Complaint

  Date:11/12/2022

  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.

  Balsam Hill - Tree Stand Replacement.I purchased a tree December 2021 (order # H019927978). Tree stand was broken, but I put up tree anyway. Requested replacement tree stand August 2022. Balsam Hill told me tree stand was out of stock; expected to be in stock again in September 2022. After numerous emails and phone calls (September - November 2022), I am still being told the tree stands are out of stock with no definitive date of when they will be available and one shipped to me. However, the exact tree I purchased last year is on the Balsam Hill website currently (w/tree stand included), so how can the tree stands be out of stock? Balsam Hill's warranty program is a sham. I wish I searched for reviews before I purchased last year. I would not recommend a Balsam Hill product to anyone.Desired outcome: I would like my replacement tree stand before December 1, 2022; which I am entitled to according to the Balsam Hill warranty program.

  

  Business Response

  Date: 11/14/2022

  Hi,
  
  Thank you for reaching out to us about this issue. We're sorry to learn about how the customer feels with the way their warranty claim is being handled and we apologize for the inconvenience that this has caused.
  
  On August 15, 2022, the customer contacted us due to their tree stand is loose, and the holes for the tree stand key are not lining up properly. Our customer service specialist assisted the customer with troubleshooting and requested a warranty replacement tree stand to be sent to the customer. However, at that time the item is out of stock and the order is pending for fulfillment.
  
  Starting September 2022, the customer has followed up via phone call and email to inquire when will the replacement part be fulfilled. During these time, our customer service representatives advised that it would be fulfilled as soon as the item is back on stock. Please be advised that 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. The customer will receive an email notification once the replacement order has been shipped out.
  
  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,
  ********************** ****************

  Customer Answer

  Date: 11/15/2022

  This is the erroneous email Balsam Hill sent me shortly after I spoke to a customer service representative who told me the warranty replacement tree stand was still on back order.

  Please let me know if you need anything else. 

  
  Best regards,

  ***********************
  
  

  ---------- Forwarded message ---------
  Balsam Hill Customer Support <******************************************>
  *********************>
  

  
  
  

  Dear ****,

  
  We hope this email finds you well.

  
  This Replacement is already done. We can't make it again.
  
  

  
  Sincerely,

  Manuel 

  Balsam Hill Customer Service

  ************** | www.balsamhill.com

  
  

  Business Response

  Date: 11/15/2022

  Hi, 
  
  Thank you for sending the customer's response wherein they are waiting for the replacement tree stand order. While there was a delay with the replacement order, this was resolved in the following order: 
  
  Aug. 15, 2022   The customer contacted us about the tree stand with keys not aligning properly. We processed their request by sending it to the proper team in accordance to their warranty coverage. 
  
  Nov. 1, ***************************************************************************************** place while we wait for the inventory. 
  
  Nov. 15, 2022 Another email was sent to the customer as an update since we're still waiting for the replacement part. ASdditionally, we responded to the complaint accordingly and we assure that this matter is taken seriously.  
  
  For any additional concerns, we recommend them to contact our customer service channels. 
  
  Sincerely, 
  Balsam Hill Customer Service 

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18395744
  
  I am rejecting this response because the issue has not been resolved.   I still have not received a warranty replacement tree stand or a date certain of when one will be shipped to me.  I expected to receive a replacement tree stand in time for the upcoming holiday season.  Unfortunately,  Balsam Hill is simply sending insincere emails and not honoring the terms of their warranty.  
  
  Sincerely,
  
  ***********************
  

  Business Response

  Date: 11/17/2022

  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 service is being handled. We sincerely apologize for the inconvenience that this has caused.
  
  While the warranty replacement part is still not available, we would like to offer a 10% refund on their order to compensate for the inconvenience that this has caused. Should the customer wants to accept it, we kindly ask them to contact our customer service channels so we can request the credit.
  
  Our sincere apologies for the process this has been. Again, we sincerely apologize for the delay and inconvenience that this has caused. Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** ****************

  Customer Answer

  Date: 11/19/2022

   
  Complaint: 18395744
  
  I am rejecting this response because I will need more specific information and instructions regarding how to receive the 10% refund.  For example, what department do I call to get the refund? Also, what is the identification number I will share with the customer service representative to initiate the refund process?
  
  Sincerely,
  
  ***********************
  

  Business Response

  Date: 11/21/2022

  Hi,

  Thank you for forwarding the customer's response. We apologize if the offer and instructions given were not clear. 
  
  The 10% discount offered is to be refunded back to their original mode of payment and already noted on the account. We recommend contacting our customer service channels and providing their order number should they wish to accept it. 
  
  We hope this helps and we look forward to hearing from them soon. 

  Cordially,

  Balsam Hill Customer Service