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:11/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a balsam hill Christmas tree 2 years ago approximately $250, 51/2 foot tree w clear lights. This year after putting tree up, the lights would not remain on due to a malfunction with the foot pedal. Called the company. They had no advice for trouble shooting because the foot pedal is wired directly into the tree. I now no longer have a way to turn the lights on. They could do nothing because on the internet, somewhere, the guarantee was only for 60 days! I thought I was buying from a reputable company. I also purchased ******* from them at the same time. Spent approximately $400 and they basically said theres nothing we can do.

  

  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 concern is being handled and we apologize for the inconvenience that this has caused.
  
  On November 12, 2022, the customer called our customer service due to the food pedal of their Christmas tree is not working. Our customer service representative advised the customer that their ********************** tree only has a 60-************* Limited Warranty, since it is a clearance item. They can visit this link to know more about our 60-************* Limited Warranty policy: https://www.balsamhill.com/help-warranty-information#faq4
  
  Since their clearance Christmas tree is already out of warranty, we would like to offer a courtesy replacement of the foot pedal. The stock of the replacement item is subject to availability and  this will be subject for approval. We recommend the customer to call our toll free number 888-55-BALSAM *************) or chat on our website to avail the courtesy replacement part.
  
  Kindly let us know if there is anything else that we can assist the customer with.
  
  Sincerely,
  ********************** ****************

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18394275
  
  I am rejecting this response because:The foot pedal is directly wired into the pole of the tree and can not be replaced. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 11/15/2022

  Hi, 
  
  Thank you for forwarding the customer's response. 
  
  We understand that they're concerned about the availability of the foot pedal switch as a replacement. We want to assure them that this part is being manufactured separately and is included in the tree parts that we replace from our warranty. 
  
  To assemble the part, the customer just needs to unplug the cord of the old one from the tree trunk and plug the replacement that we're going to send.  
  
  We hope this helps and we look forward to processing the replacement for the customer. 

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18394275
  
  I am rejecting this response because: the foot pedal on this tree can not be unplugged from the tree. It is directly wired to the pole of the tree. When I was on the phone with the company representative, she confirmed that the model tree I have is one that the foot pedal could not be detached, therefore it could not be replaced. It is permanently attached to the tree. Therefore, she told me, nothing can be done. I would have never purchased this tree if I was aware of this.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 11/17/2022

  Hi,

   

  Thank you again for forwarding the customer's.

   

  We understand that a replacement foot pedal won't work due to the customer's tree model and version. With this, we are afraid that our only option is to send them replacement lights strands. This offer is an exception from the warranty that already ended in March 2020. We need the customer's confirmation along with their updated shipping address for us to proceed.

   

  We hope this helps.

   

  Sincerely,

  Balsam Hill Customer Service

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18394275
  
  I am rejecting this response because:when I purchased the tree there was no indication of a 60 day 
  Warranty. It may have been somewhere else on the website but certainly it wasnt  obvious when I finalized my purchase. I am a 72 year old woman living alone. I work full time as a registered nurse and wanted the convenience of a pre lit tree. If I was able to apply strands of lights to a tree , I would have purchased that type of tree from a less reputable company. So very disappointed with this company. Ive had the tree for just 2 Christmases and problems already.I also purchased pre lit ******* from this company.
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/10/2022

  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.

  I placed an order from this site for a very expensive tree. At the time our purchase it was stated they offered free 2-5 day shipping and I was shown a delivery date by end of day 11/9. The package NEVER moved. Now it is showing me a delivery date of 11/16 and that only a label was created. They are refusing to cancel my order even though they failed to meet their delivery date. They continue to say the package was shipped but it as not. This is false advertising.

  

  Business Response

  Date: 11/14/2022

  Hi, 
  
  Thank you for forwarding the customer's message. 
  
  Please extend our apology for shipping the customer's order later than what they expected. However, we checked the order and confirmed that it was shipped out on the next day that they ordered it following our shipping timeline.  
  
  On 11/4/2022 - Customer placed the order with ************* Shipping 
  On 11/5/2022 - Order was shipped by ***** with tracking number 605556497384. 
  
  Shipments using our free Standard Shipping typically takes 2-5 business days to arrive. This doesn't include the weekend and holiday. Following the shipping timeline for this order, we successfully delivered the order on November 12, 2022. 
  
  Cancellation for orders that are already in transit isn't available on our end and our policy states that customer may cancel/change an order within 30 minutes of placing it. They may contact ** and request for a shipping label if customer decided to get a refund instead. 
  
  We hope this helps and your understanding is greatly appreciated. 

  Customer Answer

  Date: 11/15/2022

  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:11/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Woodland Spruce tree in November 2020. The following year I noticed bare wire showing in the cord. I called on 12/16/22 and was told a replacement would be sent. I am still waiting. Every time I call the date is pushed back a month. When I called 11/08/22, I was told it would "probably" be the end of November. I asked if they could take one off of a tree in stock and send it to me and was told they cannot do that. I would love to get the new cord before Christmas but **************** does not seem to care.

  

  Business Response

  Date: 11/09/2022

  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 2021, the customer contacted us about an issue of the wiring of their foot pedal. We have processed a replacement part to be sent out to the customer. However, at that time it was already out of stock as it was late into the Christmas season.
  
  Starting August 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 by fall. However, due to some delays in shipping, the warranty replacement parts estimated time of arrival was pushed to the middle of November. We are already expecting the replacement part to arrive very soon. The customer will receive an email notification once it has been shipped out.
  
  If in any case it is still not available by then, we suggest for the customer to contact our customer service channels for an alternative replacement.
  
  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: 11/09/2022

  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:11/08/2022

  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 tree from Balsam Hill on 12/26/2019 for $646.92. Upon receipt, we plugged it in to verify it worked, then stored it away.We set up the tree during the following Thanksgiving weekend (~11/28/20). The part described by Balsam Hill as the "Green **** Foot Pedal Switch" stopped working the week of Christmas (~12/21/20), around 3 weeks later.We contacted Balsam Hill and were assigned order number SWA_3341346 for a replacement part. This was done in January of 2021. We have not received the part to date.Several contacts, both via email and phone, have been met with the same answer: they are out of stock. The latest correspondence was yesterday (11/7/22), almost two years since the initial contact. This part has been out of stock for almost two years, yet a review of the trees currently offered for sale on the Balsam Hill website show they have this part on them? Yesterday I read numerous reviews of Balsam Hill's warranty tactics that mimic our issue. I'm concerned we will forever be put off with "it's out of stock". If this turns out to be true, we have a tree that worked correctly for 3 weeks.Desired resolution? In order of preference:(1) Full refund, or pro-rated refund for 3 weeks of use for a tree we expected to use for 10 years, like the one it replaced.(2) Even exchange for a like, new (working) tree.(3) New "Green **** Foot Pedal Switch", with DETAILED instructions on how to replace. I'm fairly handy and I do not see a logical way this part can be replaced on an existing tree.Thank you.

  

  Business Response

  Date: 11/09/2022

  Hi, 
  
  Thank you for sending the customer's response wherein they would like to get a (1) full or pro-rated refund (2) get a new working tree; (3) the replacement part with full-detailed installation instructions. 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. 

  We look forward to hearing from you and get this matter addressed soon.

  Sincerely, 
  Balsam Hill Customer Service 

   

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18373776
  
  The original contact information for this transaction and initial subsequent actions is my wife:

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

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

  **************.

   

  I became involved recently as our issue is about to enter its second year.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/14/2022

  Hi, 
  
  Thank you for forwarding the customer's message. 
  
  Please extend our apology for the issue with their tree and for the delay in shipping the replacement foot pedal switch. 
  
  We understand that this is a pending replacement since December 2019 when it was first reported. Due to the seasonality of our products, some replacement parts may not be on hand all the time. We would also like to inform the customer that the stock of our new items and warranty replacements have different inventories. New trees are sealed and come from different warehouses hence a replacement from an existing tree isn't an option. 
  
  With this, we will send the customer an update as soon as we receive the stocks for the foot pedal switch this November. We would apply a 5% credit towards the customer's order to help make up the inconvenience. 
  
  
  We hope this helps. 
  
  Sincerely, 
  Balsam Hill Customer Service 

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18373776
  
  I am rejecting this response because:

  I have several concerns within the last correspondence:

  (1) "out of stock" is the standard answer we have received consistently over the last TWO YEARS. I question whether the part will ever be in stock again.

  (2) Somewhere further up the supply chain the part in question is a separate entity, before it is added to a tree unit for new sales. The individual part is being manufactured before assembly into a complete tree unit, therefore it should be an item that can be acquired from the manufacturer by the customer (the customer being ***********************. A common theme in many of the complaints in online reviews regarding Balsam Hill is lack of parts inventory to take care of existing customers. Why is there an unwillingness to stock parts, or at least establish a working model to acquire when needed in the same time frame as new trees (the parts) are being manufactured and available?

  (3) The fact Balsam Hill will not intercept new trees and break them down for needed parts adds to my concern regarding whether a replacement part can even be installed on an existing tree by a customer. 

  (4) The offer of a 5% credit is the first time anything has been said regarding order payment. Since the part broke three weeks into service and nothing regarding payment or pricing was mentioned or revealed at that time, a warrantied replacement was inferred. Is Balsam Hill going to honor this? If not, how much is the part we've been waiting on for two years?

  
  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.
  
  Please know that we are working with the proper member of our team to have this issue resolved. We are expecting the stocks by the end of November for the replacement part that was placed on January 2021. If in any case, the stock is still not available by then, we recommend the customer to contact our customer service channel so we can provide an alternative replacement item that is determined needed to fix the issue.
  
  Please know that the inventory for new items is different from the inventory for warranty parts. These are warehoused in separate locations and all new items are sealed.
  
  A warranty replacement part is offered to the customer to resolve the lighting issue of their tree. The 5% credit is offered to compensate for the inconvenience of the delayed replacement. All of our warranty parts are $0 since it is under our warranty services. The offered 5% credit still stands. Should the customer wants to accept it, we recommend to contact our customer service so we can process the credit.
  
  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: 11/16/2022

   
  Complaint: 18373776
  
  I am rejecting this response because:

  Thank you for your timely reply to my last correspondence. I appreciate Balsam Hill's recognition of the issue and kind description of a path to resolution.

  However, our issue remains unresolved. The last correspondence directly with Balsam Hill was in October of this year, with a kind apology for our wait and a statement that "a shipment of parts is due to arrive the first week of November." Our issue had been "raised to a manager", so we were assured of receiving our part out of the 1st week of November shipment. It was mutually agreed I would recontact Balsam Hill the second week of November if we had not received the part. My recontact last week regenerated a standard "out of stock" reply with no end date provided.

  While I really do appreciate the nice words, attitudes, and respectfulness from everyone we have contacted at Balsam Hill (both phone and email), the fact of the matter is we are about to enter our third Christmas season with a broken tree and the same "out of stock, its coming soon" answer. 

  Please help move us off of this stalemate so we may have a better holiday season this year with our Balsam Hill tree.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/17/2022

  Hi,

  Thank you for getting back to us. We understand this is important, rest assured that we are doing our best to handle this matter in the best possible way. 
  
  The warranty replacement part is still in place and will be fulfilled once available along with a confirmation email to the customer. If for some reason, the stock is still not available by end of November, we recommend the customer to contact our customer service channel for an alternative replacement item in accordance with the warranty coverage. 
  
  We truly appreciate the customer's kind understanding. Please let us know if there's anything else we can assist them with. 

  Cordially,

  Balsam Hill Customer Service

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 31, 2022, I contacted the customer service number and spoke with ******. I told him I was having issues with the Christmas tree I purchased two years prior. The lights on the bottom part of the tree were not working properly and I also told him the tree had a lean which I had called about when I first purchased it and they had said I could send it back after the first Christmas season for replacement but I did not ( just decided to live with it). I let him know my tree was fully decorated now so I would not send it back until after Christmas. ****** let me know he did not know if he could do anything now because generally they want the tree to be sent back right away but he would see. He put the first issue in the system about the lights and said it was showing the tree would have to be sent back. He put the second issue in about the lean and then said ********** You dont have to send this tree back! You can keep it, give it away or whatever you want. A new tree will be sent out to you and you should get it before Thanksgiving but possibly next week if they are not backed up. Merry Christmas! I called this week to check on order and I am told the order was cancelled. The customer service person ( not the same one as previously) says order was not approved but I received no notice. Then I am told we will send a replacement but the one you have must be sent back. I said that is not what ****** told me. I spoke with a manager who said I am sorry. That mistake will be handled on our end but you must send the tree back. Why should the customer pay for poor training on *********************** end?? The calls are recorded and can be verified so they can verify what ****** told me. I feel Balsam Hill should of honored what their associate told me and let me keep the tree I have AND sent a replacement tree free. It is not a customers fault if employees are not trained correctly! Take care of the customer!!

  

  Business Response

  Date: 11/08/2022

  Hi, 
  
  Thank you for sending the customer's response wherein they would like to get a replacement tree without sending the defective tree back to ** per the representative's advised. While there was miscommunication, this was resolved in the following order: 
  
  Nov. 3, 2020   The customer contacted us about the tree leaning but would return it after the Holidays. 
  
  Nov. 1, 2022  We emailed the customer about shipping address verification in line with her pending warranty order. 
  
  Nov. 7, 2022   The customer emailed us back with their updated shipping address. That same day, she called us about her full tree replacement as she were advised that she no longer need to do the return.  The phone representative then informed her about the original full tree replacement being rejected as it needs to be returned before the warranty case can be fulfilled. The customer then agreed but only after the holidays as it was already fully decorated. Before the call ends, a supervisor was requested due to the confusion about the return and replacement. It was agreed that the case will be forwarded to the team for review. 
  
  Nov. 8, 2022   The review was completed and approved a full tree replacement without the need to return the defective tree. The customer was emailed with the replacement tree order number and a timeframe when it will be shipped. 
  
  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 

• Initial Complaint

  Date:11/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a Tree Topper from balsam tree when I received it it didnt work but it was too close to Christmas so I didnt return it. jiggle the wires and it went on the next year same problem and The company said there was nothing they could do. Be wary of what you buy from them it was a expensive tree topper that should have lasted much longer then I had it.And by the way it was put away after Christmas in bubble wrap in the same box it came in taking very good care of it.Now the Star is double the price and they want to give me 20% off on a 100 dollar order.

  

  Business Response

  Date: 11/06/2022

  Hi,
  
  Thank you for forwarding the customer's message.

   

  We pulled up the order and found out that they already spoke with one of our phone representatives regarding the issue with their tree topper.

  The order was placed on December 3, 2017 and we didn't receive any communications relating to the problem at the time. 

  Only on November 4, 2022 did the customer contact us to report the issue to us. 

  However, at this point, the 30 day Premium Guarantee/Warranty has already ended. 

  With this, we are no longer able to proceed with a warranty claim but instead the customer may use the 20% discount that they received on their email. 

   

  Sincerely,

  Balsam Hill Customer Service

• Initial Complaint

  Date:10/24/2022

  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 2-pack 26" Vermont White ****** Prelit Artificial Christmas Wreath and a 2-pack Vermont White ****** Prelit Artificial ******* on 1/3/2022. I have not received the order. I've emailed and called over the past several months very patiently waiting for the order. I have received emails the order was waiting to be picked up by the carrier and still nothing. I called customer service on 10/21/22 but could barely hear him because of the background noise. It was ridiculous! I received an email today the wreath "carton 1 of 1" was shipped. The product description in the email doesn't say "2-pack". Does the carton contain both wreaths and what about ***********? Send me what I ordered AND REFUND me the purchase as compensation for the HASSLE this has been. I'll never order from you again and I won't recommend your company. Let me know if you want me to send you all of the emails.

  

  Business Response

  Date: 11/02/2022

  Hello,

  Thank you for contacting us. We have reviewed the customer's ongoing issue.

  On 1/3/2022, the customer ordered a ****** ******* and a ****** Wreath. Unfortunately at this time, both of these items were out of stock due to the busy holidays.

  On 10/25/2022, we shipped the 2-pack Wreath.

  On 10/27/2022, the customer received the ****** Wreath based on the tracking number.

  On 11/2/2022, we have processed the replacement for the 2-pack ******* and the customer should receive this within 5-7 business days. The tracking number will be sent once the item has been shipped.

  We are unable to refund this order, but we can offer a 5% ************* Credit for the inconvenience. If the customer should accept this offer, they can email us so we can apply the credit.

  Again, we sincerely apologize for the inconvenience that this has caused.

   

  Regards,

  Balsam Hill Customer Service

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18307902
  
  I am rejecting this response because:
  
  They fail to include the number of your items have shipped emails. Why did I continue receiving those emails if the product was out of stock? The time I spent following up on delivery dates should be reason enough for a refund. I wont make another purchase from the comany; therefore, the credit is not needed.

   

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

  

  Business Response

  Date: 11/08/2022

  Hi, 
  
  Thank you for forwarding the customer's response. 
  
  We understand that they wish to get a full refund due to the delay, however, we are afraid that this option is not possible as the items are in the customer's possession.  
  
  On November 7, customer successfully received the replacement ******* ********************* 2-Pack. 
  
  We apologize if the customer received multiple shipment notification emails. This may have come from the system generated emails every time our warehouse attempted to ship out the order. 
  
  If they wish to get the full refund, we can provide a $0 return shipping label to return the items. However, if they wish to keep the items, we can apply the 5% credit towards their original payment method as a form of refund and not a store credit. 
  
  Sincerely, 
  Balsam Customer Service 

• Initial Complaint

  Date:10/23/2022

  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.

  We bought a 5.5 foot Fraser Fur easy-plug pre-lit (color + clear) tree several years ago. Last year we noticed the center section didn't light so we contacted the company. After we went through all the diagnostics they requested they agreed to send us SB Clear w/ Green Base ******************* Dec2021 since it was still under warranty. We were then told they were no longer in stock and it would be Sept2022. So we waited until beginning of Oct2022 and asked about the status. At that time we were told end of Oct2022. I have contacted them several times between now and the beginning of Oct - they keep pushing the date: first end of Oct, then middle of Nov, then end of Nov or early Dec. Each time they promise the lights will be here before the season - the season in my house starts mid Nov so early Dec means they don't arrive until the week before Christmas which is too late. I asked if they couldn't send me a replacement tree since those were in stock and we could send them back the old tree. We were told "it is not possible to make a replacement for the complete item as it presents a previous request". I was told they do their own manufacturing so I don't see why someone couldn't get a string of lights before it is put on the tree to send out. I have waited over 11 months for this warranty work but all I get are broken promises.

  

  Business Response

  Date: 10/23/2022

  Hello,

   

  Thank you for the honest feedback.  We have reviewed the customer's case and while they are no longer covered under the 3-Year lights and warranty period, we can offer them a new set of bulbs as a one-time courtesy which they can use on their tree. The light strands are no longer available and this is the best and only solution for their lighting issue.

   

  If they wish to avail of this, we request for them to reach out to our email: ****************************************** for us to process the replacement. We need their updated shipping information.

   

  Sincerely,

  Balsam Hill.

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18301939
  
  I am rejecting this response because:

  When the lights quit LAST YEAR we promptly contacted Balsam Hill and at that time we were told it was under warranty. They promised to send us the ** Multi lights with green base and entered a warranty ticket SWA_4009877. That was in December 2021 and were told they would be in in Sept 2022. We have waited almost 11 months to get these lights. In October we contacted them multiple times to get the lights and were told they would be in stock late Oct, then mid Nov, then late Nov or early Dec.

  Now they are saying the lights are no longer available and they want to offer me a set of replacement bulbs. I went through replacing bulbs in December 2021 as part of their diagnostics and the company determined at that time that the string was bad not the bulbs. They are selling trees with the exact lights on them right now so they do have them in they just don't want to send me a set of ** Multi lights with green base - I just checked today.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 11/03/2022

  Hi, 
  
  Thank you for sending the customer's response wherein they did not accept the offer for replacement bulbs. While the original requested warranty order (light strands) was not processed due to not being available, instead, we have fulfilled and processed a tree replacement which has been confirmed delivered on Tuesday, Nov. 1st.  
  
  For any additional concerns, we recommend them to contact our customer service channels. 
  
  Sincerely, 
  Balsam Hill Customer Service 

  Customer Answer

  Date: 11/04/2022

  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:10/21/2022

  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.

  In December 2018, I bought a tree from Balsam Hill. In December 2020, when we put the tree up, the top section flickered, as something would do when it has a short. I called customer support and they said that is was still covered under warranty, but they were out of the part. (top section of the tree). They said they would send it when they had it. In May 2021, they sent an email saying that production had begin on the part we needed and it would be shipped in later October. We received the top part to the tree later that year, ten months after we reported the defect. We stored the top part until we were ready to use it. We usually don't put up our tree until late in December. Unbeknownst to me, they no longer manufactured the tree with the same color lights, although this was not shared with me. We usually put our tree up right before Christmas and when we did, the lights didn't match, and we knew we wouldn't be able to resolve it right away. With the previous timeline of our tree top replacement, I thought I would contact them the following year when the would have replacement parts. If I had known they didn't have the same color lights, I would have asked for a repair of the top of the tree, or a replacement tree. Seriously, who wants a tree with mis-matched lights? At this time, I was under the impression that they made an error and sent the wrong part, not that they no longer manufactured the part. Now that I know that, I am astonished that they knowingly sent the part with non-matching lights and just expected everything to be okay. I contacted Balsam Hill, and the best they will do for me is a 10% off coupon. The representative I spoke with was courteous and apologetic, but basically said he was not allowed to do more. I would be happy with a refund, repair or replacement.

  

  Business Response

  Date: 10/23/2022

  Hello,

   

  Thank you for filing a complaint with BBB to get a more favorable resolution. We have reviewed your case and while your warranty has already ended on December 8, 2021 and we cannot replace or refund your purchase, we can send you new lights as a one time courtesy that should match the new section's lights. Please email us at our email address if you'd like to avail of this.

   

  Thank you,

  Balsam Hill Customer Service.

  Customer Answer

  Date: 10/24/2022

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

• Initial Complaint

  Date:10/13/2022

  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 have a ******** Mountain Spruce Multi-color flip tree from Balsam Hill covered under warranty. A part broke on the tree last year and they said they were going to send us a full replacement. Well months went by and they finally said 'Oh we won't be able to get that to you until September', months and months after they said they would be sending a replacement. August rolls around and we call to double check, to make sure its still coming. We are told absolutely, 100% the tree will be shipping out in September and we will get it mid October at the latest. They ASSURED me this would happen.Its now mid October and we have not received the promised replacement. I called them again and was again ASSURED it would be sent, but now we have to wait until early November. At this point I feel that they are simply lying to us and stringing me along. It will always been one more month and then its definitely coming!We need the replacement tree sent to us now, before we miss another Christmas.

  

  Business Response

  Date: 10/17/2022

  Hello,

   

  Thank you for reaching out to us here and for your patience in waiting for your warranty fulfilment. As you may already know, your new ******** Mountain Spruce tree was shipped on Friday, Oct 14. They are arriving today, October 17. Please check the following tracking numbers:

  https://balsamhill.narvar.com/balsamhill/tracking/FedEx?tracking_numbers=279134969730&service=1000

  https://balsamhill.narvar.com/balsamhill/tracking/FedEx?tracking_numbers=279134958456&service=1000

  We apologize if we made you feel as if we have forgotten about your order. We assure you that this is not the case. We usually receive most of our warranty fulfilment parts and trees between September to early October and then that's when we are able to process and ship them.

   

  Please let us know if you have any additional concerns by emailing at ******************************************.

   

  Sincerely,

  Balsam Hill Customer Service