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Business Profile

Christmas Trees

Balsam Hill
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Important information

Complaints

Customer Complaints Summary

  • 246 total complaints in the last 3 years.
  • 64 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/12/2022

    Type:Product Issues
    Status:
    Answered
    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 originally ordered a Christmas tree from them on August 26, 2019 and paid $273.28. I first contacted them in early 2020 and they opened Case ******** to address my complaint of a damaged tree. The top section of lights (there are only 2 sections) stopped working. They advised me by phone that this was a known/common issue and a new Section 2 would be sent out as soon as possible. In the meantime, they promised a strand of lights to use. I got the lights, too big for such a small tree, looked ridiculous and didn't use, I just left the tree on with one section of lights. I received an email on 9/30/2020 saying, "Our records show that the Section 2 replacement of your 4.5' Norway Spruce Narrow Tree in Clear lights will ship sometime by end of October or mid-early November. Rest assured that you will receive a confirmation email once the Section 2 replacement ships out." I didn't get them by November, wrote them back early 2021 and told them that I wanted a refund or a new tree because the lower section was now not working either. We wrote back and forth; they blamed it on the Section not being in stock (i was very patient due to COVID) - -So, on 10/08/2022 I FINALLY got Section 2, but no Section one, no replacement. I have reported and they said that Section 1 is out of stock and they will send me a strand of lights - no thanks - I'm over it. They just keep saying when Section 1 is back in stock they will contact me. If you've read this far, you are already worn out along with me - I haven't even documented (to you) the many phone calls/emails and live chats that failed to resolved anything. I WANT a refund or a brand new tree. Thanks, *********************

    Business Response

    Date: 10/13/2022

    Dear ****,

    Thank you for your honest feedback. We again apologize for the delays. We have processed your full tree replacement under order SWA_4175110. It is shipping via ****** Please expect tracking information within the next 48 hours and for the tree to be delivered in the next **** business days.

     

    Please reach out to us via email at ****************************************** for further concerns.

     

    Thank you,

    Balsam Hill

  • Initial Complaint

    Date:10/08/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 in July and the stand came rusted shut and bent. I contacted customer service and they stated a new stand would be shipped out. It never was. I emailed a follow up every couple weeks to no avail. Now I checked the tree to see how big of box would be required for a return and the tree is rusted now too. It's like the product sat in water at their warehouse or something. I contacted customer service again about this and was ignored and told they didn't even have info on my stand either. I saved for 3 years for this tree and it's junk :(

    Business Response

    Date: 10/10/2022

    Dear *****,

     

    Thank you for filing your complaint here as well to ensure we receive your message. We sincerely apologize for the issues you've experienced in getting your warranty. This is definitely not the experience we intended you to have. Upon review and as you may already know, we have shipped your Fuil Tree Replacement of the ** Balsam Fir Tree under Order SWA_4169257. ***** tracking information for the 2 cartons will be available within the next 48 hours. Please refer to the shipping notice email.

    We hope this information helps.

     

    Sincerely,

    Balsam Hill Customer Service

  • Initial Complaint

    Date:10/06/2022

    Type:Delivery Issues
    Status:
    Answered
    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 items from Balsam Hill on September 4, 2022. Having not received either the item or any communication, I contacted customer service on September 18, 2022. I received an apology and was told that the items were currently in progress, and that I would be notified with an email with a confirmation number. On September 29, 2022, again with no further communication nor receipt of the items I ordered and paid for on Sept 4th, I once again contacted customer service. I requested the order be canceled. I received a reply on September 29, 2022indicating that they submitted a cancellation request and it would take 3-5 business days to apply. I contacted customer service once again this morning, again not hearing from them or receiving the refund. I was told that now they cannot cancel since the shipment is in progress awaiting a tracking number. However, after I receive it, then I could cancel. This is ridiculous.

    Business Response

    Date: 10/10/2022

    Dear ******,

     

    Thank you for reaching out to us here to make sure we receive your complaint. We sincerely apologize for the issues you experienced with this particular order. This is not the experience we wanted you to have. Upon review, we see that the order has been successfully returned and refunded on Friday, Oct 7, 2022.

    Please let us know if you have any additional concerns.

     

    Sincerely,

    Balsam Hill Customer Service

Balsam Hill is BBB Accredited.

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