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:11/18/2024

  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 have been beyond patient waiting for my order J100888919 since OCTOBER. I was sent the wrong tree initially. I noticed once I started to unpack on 11/10/24 I realized it was the wrong tree. I was on the phone for 1 hour and 25 minutes. After a poor customer service experience I was transferred to ***** from ****** (who was lovely). I had to choice a different tree and place a new order(J100888919). Unfortunately, I am unable to view any order tracking on the website despite what the **************** website states. I have communicated via chat or phone almost daily and told the exact same canned message "wait ***** hours for tracking". "We have a backload of orders" - ignoring the fact that I have been waiting since October. I asked Supervisor ***** to ask during her manager meeting where my order number was on the warehouse pick list to determine when it will ship. She was going to call me back but never did. I called back and got ***** (very nice) but again same message. His manager ***** then told me the same thing and swore that no one in the warehouse can tell us anything. She would only offer a $50 discount when I asked for some compensation for what I have been dealing with and gave me a flat out no when I asked to overnight this tree. I still have not gotten the tree!! Worst customer experience ever.

  

  Business Response

  Date: 11/29/2024

  Hi,
  
  Thank you for reaching out to us regarding this issue. Were sorry to hear that the customer received an incorrect tree, experienced delays with the replacement order, and was disappointed with the customer service. We sincerely apologize for the inconvenience this has caused.
  
  On 11/10/2024, the customer contacted us via phone to report receiving the wrong tree. A customer service representative assisted with a reshipment; however, we were unable to proceed as the original tree was out of stock. The customer was advised to choose a different tree and placed a new order on the same day.
  
  Beginning 11/11/2024, the customer reached out through our service channels to check the status of their new order. Updates were provided at the time. The package was shipped on 11/21/2024 and delivered on 11/25/2024. As the shipping timeline wasnt met, we processed a 10% discount on their order as compensation. The customers order has now been delivered.
  
  Once again, we apologize for the inconvenience caused. If the customer has further concerns or questions, please let us know, and well be happy to assist.
  
  Regards,
  Balsam Hill Customer Service
  
  

• Initial Complaint

  Date:11/18/2024

  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 purchased a 5' Sanibel Spruce artificial tree from Balsam Hill on November 8th for $487.72 total. I chose the free standard shipping service with an estimated delivery date of Nov 12th-15th. The 15th arrives. I realize no tracking was sent & no tree arrives. I buzz customer service. I expressed concern because I only get 3 weeks with my tree before I leave town for Xmas. The *** would not go into details, instead informing me it was a shipping error and that I would get a free shipping upgrade to expedited as well as a tracking number within 24 hours. I was baffled as to how they could simply not process my order but I agreed since they promised faster shipping. 24 hours passed...48...72. No tracking number was ever sent I reached out again this morning and talked to an agent we'll call 'B'. B said they *think* the tree is out of stock and they are searching their other warehouses. I asked why would the other agent say nothing about this and imply my order would be ready to ship the next day. B tells me it wasn't confirmed out of stock yet. I asked when was it confirmed? He says today. If it was confirmed today, why are they checking warehouses? Did he really just lie to me and expose the lie in less than a minute? What is going on here? B gave me two options: cancel or wait indefinitely while my $487 sits in limbo. He follows-up with a "thank you for your patience and understanding." It's utterly patronizing when I've lost all my patience and can't understand how a company fails basic inventory control.Never at any point was I offered recompense for this putrid lack of communication. They sat on my order for 10 DAYS without bringing forward the possibility of an issue. My Christmas is trashed now. I can't afford their expedited costs so covering it on my next order would be nice.Their Contact Us page has "dedicated to outstanding customer service" plastered on it. Is outstanding service the same as silently holding your customer's money indefinitely?

  

  Business Response

  Date: 11/18/2024

  Hi,
  
  Thank you for reaching out to us about this issue. Were sorry to hear that the customer hasnt received their order yet, and we completely understand how frustrating that can be.
  
  Starting November 15, 2024, the customer contacted us via chat regarding an update with the shipment of their purchase. Our customer service team assisted and advised the customer that the tracking details should be received within 24 hours. However, they didnt receive any update within the said time frame. When they followed up again, they were then advised that the item they ordered is currently out of stock. We would like to clarify with the customer that on occasion, an item may sell out before we have the ability to update an item while a customer is in the checkout process, causing an out of stock item to be able to be bought.
  
  We sincerely apologize for the inconvenience that this has caused. In line with this, we have canceled their order as requested from their last contact with us. The refund is processed back to their original mode of payment. They may see the credit on their account within 3 to 5 business days, but it can take up to 30 days for it to appear on the financial statement.
  
  We would like to offer a 10% discount code to be applied on their future order with us to compensate for the inconvenience. Should they wish to accept, they can contact our customer service channels so we can generate the code.
  
  Their patience and kind understanding are greatly appreciated and we are hopeful that they will give us another chance to turn things around as we definitely do not want to lose them as a valued customer.
  
  Regards,
  ********************** Customer Service
  
  

• Initial Complaint

  Date:11/16/2024

  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.

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

  

  Business Response

  Date: 11/18/2024

  Hi,
  
  Thank you for reaching out to us about this issue. Were sorry to hear that the customer had an issue with their tree upon receipt last year and is experiencing an issue currently with their wreath.
  
  We recognize their concern with the shipment of the replacement section. We would like to inform the customer that while we are unable to expedite shipments for warranty parts, we ensure that it will be received in a timely manner.
  
  On November 17, 2024, the customer contacted our customer service via chat due to an issue with their wreath. They were informed that its no longer covered by our Premium Guarantee within 30 days of receipt. They can refer to this link for more information. *********************************************************************
  
  Despite being out of warranty, we have made an exception and processed a replacement for the wreath. The customer will receive the shipping information once the package has been shipped out.
  
  The customers satisfaction is important to us, and we appreciate their understanding. For additional assistance, they can always check our website.
  
  Regards,
  Balsam Hill Customer Service
  
  

• Initial Complaint

  Date:11/16/2024

  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.

  Please reopen case   We havent heard anything from Balsam Hill
  ******* *********

  

  Business Response

  Date: 11/16/2024

  Hi,
  
  Thank you for reaching out to us about this issue. Were sorry to hear that the customers bulb remover tool broke, and we understand their desire to purchase a replacement.
  
  In November 2024, the customer contacted us via chat and phone to purchase the replacement part. However, our team was unable to find the order number associated with the tree, and the small part is currently unavailable for purchase on our website due to having different inventories for warranty parts.
  
  That said, we found two trees from 2016 and 2014 under the customers name and address provided. We highly encourage the customer to contact our customer service team via email, chat, or phone, along with their updated shipping address (as the one we have on file may no longer be current), and to confirm which of the trees will be serviced. Despite the tree being out of warranty, we can make a one-time exception and provide a courtesy bulb remover tool, subject to availability and approval.
  
  We appreciate their understanding in this matter and look forward to assisting them.
  
  Regards,
  Balsam Hill Customer Service
  
  

  

  Business Response

  Date: 12/11/2024

  Hi, 

  Thank you for relaying the customer's response.

  Our records show that the customer hasn't reached out to us yet regarding their replacement request. Please note that the information they provided to us in this complaint is not a valid email address, hence we're unable to contact them directly and provide the solution that they need. They can either reach out to our customer service channels or get back to us here with the following information so we can proceed with the courtesy replacement:

  - Valid email address

  - Shipping address

  - Order number of the tree in question

  Sincerely,

  Balsam Hill Customer Service

  Customer Answer

  Date: 01/21/2025

  - Valid email address. *****************************
  
  - Shipping address *****************
                                 Tullhoma TN
                                  37388 
  
  - Order number of the tree in question
  Purchased 2016

  

  Business Response

  Date: 01/21/2025

  Hi,
  
  Thank you for getting back to us with the customers response.
  
  We appreciate the information the customer provided. We would like to inform the customer that we have forwarded the request for a one-time courtesy replacement bulb remover tool to the appropriate members of our team to be sent to the shipping address they have provided. The process may take ***** hours, and once the package has been shipped out, they will receive an email with the tracking information. Should they wish to follow up on the status, they can contact our customer service team directly.
  
  We hope this helps, and if the customer has any other questions or concerns, please let us know. We are here to help.
  
  Regards,
  Balsam Hill Customer Service
  
  

• Initial Complaint

  Date:11/16/2024

  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.

  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,
  
  ****** *****o be a reputable company with quality merchandise, and I'm totally dissatisfied with the purchase. If a refund is not an option, would like to have the tree replaced. A photo and copy of receipt are attached.Thank you!

  

  Business Response

  Date: 11/16/2024

  Hi,
  
  Thank you for reaching out to us about this issue. Were sorry to hear that the customer experienced health issues last year, resulting in a delay in opening their purchase from May 2023, and that the tree did not meet their expectations. We understand that they would like to return it for a full refund or receive a replacement if a return is not possible.
  
  Wed like to inform the customer that our regular and sale-priced trees (excluding clearance items) come with a 3-year limited warranty coverage from the purchase date. If they encounter an issue with their tree, we highly recommend contacting our customer service team via phone or chat, as warranty claims are handled through those channels. They can refer to our Balsam Hill ****************** Warranty Coverage for Artificial Christmas Trees for more details. *********************************************************************
  
  We are unable to process a return for a refund as we can only accommodate a return or exchange for the item within 30 days of receipt or before December 25, whichever comes first, along with the applicable fees. These fees are waived for damaged or defective products. For more information, we encourage the customer to review our Returns and Exchange Policy. **********************************************************************
  
  We appreciate the photo that the customer attached and upon further review, the issue with the fullness of the tree can be fixed with proper fluffing. We hope we can help them achieve the look they're after. Detailed instructions for shaping and fluffing were included with their tree. To achieve the fullest and most realistic look, we suggest customers take time to shape their tree according to the steps listed below:
  Start from the bottom of the tree and work up.
  Fluff each section before putting on the next.
  With each branch, separate out the individual tips and angle them out and away from the center of the tree.
  Angle the tips furthest back on the branch and sideways out from the branch to resemble the fanned tail of a peacock or star when shaped.
  Shape the branches vertically upward as much as possible to give the tree its full appearance.
  
  This process can take some time, and the first attempt to assemble and shape a tree will require the most work. In the future, your product will retain much of the form from the previous season.
  
  Customer satisfaction is our utmost priority. As such, our team will be happy to further assist the customer if a contact has been made. However, we can confirm that the customer didnt initiate any contact with us which will allow us to work on a resolution together. We believe that as the merchant, we should have the opportunity as well to fix things up with the coordination coming from the customer.
  
  If the issue persists, we kindly request the customer to call our number ************** or chat with us on our website to file a warranty claim as Balsam Hill only works on warranty cases through those means.
  
  Regards,
  Balsam Hill Customer Service
  
  

• Initial Complaint

  Date:11/05/2024

  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 tree and the lights all failed within three years

  

  Business Response

  Date: 11/05/2024

  Hi,
  
  Thank you for reaching out to us about this issue. Were sorry to hear about the lighting issue with the tree, and we completely understand how frustrating that can be.
  
  The customer has not yet been in contact with our customer service team since the date of purchase. We highly encourage them to get in touch with us so we can assist with troubleshooting the lights and arrange for any necessary replacement parts. We also want to inform them that their tree is still covered under our 3-year limited warranty. For more details, they can visit our warranty page here: *********************************************************************.
  
  We look forward to hearing from the customer and are ready to help resolve this issue.
  
  Regards,
  Balsam Hill Customer Service
  

• Initial Complaint

  Date:11/04/2024

  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 bought a Christmas tree from Balsam Hill. Ever since I bought the tree I always had a problem with the lights not lighting or being very dim in certain areas. I was given new bulbs, given a new remote and transformer, instructed to wiggle and push the bulbs in question and or replace them. I was also told to check the "larger" fuse bulbs. None of these steps have ever resolved the issue. I have always suspected and questioned the tree having an electrical short in its wiring. This has been going on for four years now. I called today and was told there is nothing more that can be done and that I should watch the video on how to strip the lights off the pre lit tree and string my own lights or discard the tree all together and purchasea new one. I was also told that there was record or me calling and complaining of this issue in the past. Since it is now out of the window of warranty they will not replace or help repair the tree even though it has always had this issue and never worked correctly as previously stated while it was under warranty. I feel like I was strung along until the warranty ran out and left high and dry with a very expensive tree that does not function nor has it ever functioned like it should have.

  

  Business Response

  Date: 11/04/2024

  Hi,
  
  Thank you for reaching out to us about this issue. We're sorry to learn about the customers feelings regarding how their concern has been handled, and we apologize for the frustration this has caused.
  
  During the warranty period from 2019 to 2022, whenever the customer contacted us regarding a lighting issue with their tree, our customer service team promptly assisted them by providing the necessary replacement part to resolve it.
  
  Today, the customer called us due to a lighting issue with the tree but was informed that it is now out of the 3-year limited warranty period from the purchase date. For reference, they can visit this link of the warranty information. *********************************************************************
  
  Since the tree is out of warranty, we would like to offer a courtesy light strand to help fix the lighting issue. We recommend the customer call our number at ************** or chat with us on our website for further assistance. Please note that this will be subject to availability and approval.
  
  The customers satisfaction is important to us, and we appreciate their understanding. We look forward to hearing from them soon.
  
  Regards,
  Balsam Hill Customer Service
  

• Initial Complaint

  Date:11/04/2024

  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.

   
  Complaint: 22509594
  
  I am rejecting this response because: I have emailed the company the requested information. Awaiting their response. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 11/04/2024

  Hi,

  Thank you for bring this to our attention.

  We understand how important it is for the customer to receive a replacement part for their tree to function properly. To assist them effectively, we need the order details so we can take the necessary steps for a replacement. This information will also help us identify the correct tree, as our products vary by model and manufacture date. Additionally, please note that certain tree sections can only be replaced within the limits of our warranty, and they are currently unavailable for purchase due to the seasonality of our products.

  If the customer could provide more information about the gift giver, such as their name, contact number, email, or shipping address, we would be happy to look for the order and offer further assistance and recommendations.

  We hope this helps.

  Sincerely,

  Balsam Hill Customer Service

  

  Business Response

  Date: 11/05/2024

  Hi,
  
  Thank you for getting back to us.
  
  Weve received the customers email, and our customer service team has responded and acknowledged it. We would like to inform the customer that, unfortunately, we do not sell replacement sections for our trees. We understand that they are not seeking a free replacement but would prefer to purchase one. For orders within warranty, we do provide replacement sections, but as the order was placed under a different name, were unable to verify the account. Please note, we can only authorize the account holder for any disclosure of information, changes, or requests.
  
  We appreciate their understanding in this matter. If they have any further questions, we encourage them to contact our customer service channels, and were happy to assist them.
  
  Regards,
  Balsam Hill Customer Service
  

• Initial Complaint

  Date:10/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tried to place order with Balsam Hill. There were problems with the order and when I contacted them they were very un-helpful and disrespectful. The supervisor spoke to me like I was a criminal. and that they would have to look into my order and could not give me a answer for ***** hours. They could have easily reviewed the order, and assisted me in a helpful respectful way, instead I was treated like a thief, and was told they could not place the order. They would not connect me to upper management and took pleasure in the experience of being rude and un-helpful. I do not want a response from them, they could not give me a response when I asked them why they could not help me and why they will not let me place the order. They do not deserve the right to respond on a open forum. Beware to all

  

  Business Response

  Date: 10/29/2024

  Hi,
  
  Thank you for reaching out to us. We're truly sorry for the frustration and inconvenience caused by this situation, and we understand the customers concerns about how their order was handled.
  
  To ensure a safe shopping experience, our system checks each order for any irregularities, including differences between billing and shipping addresses, which can sometimes result in cancellations. Our customer service team made several attempts to assist the customer with placing the order, but we understand that the same issue continued to occur with the original payment method. If the customer would still like to proceed, they consider placing the order with one of the following alternative payment options:
  
  Credit/Debit Cards from ***** **********, Discover, and ****************
  ******
  Apple Pay (on compatible iOS devices)
  Afterpay
  Buy Now, Pay Later with ******
  
  Again, we apologize for any frustration this has caused. If you they have further questions or concerns, please dont hesitate to reach out through our customer service channelswere here to help.
  
  Regards,
  Balsam Hill Customer Service
  

• Initial Complaint

  Date:10/24/2024

  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.

   
  Complaint: 22471168
  
  I am rejecting this response because:

  as stated I purchased this tree many years ago and the tree is absolutely beautiful Im not trying to complicate a situation. I simply think its absurd that you do not have some kind of a service that I can send my to you for repair. Id be willing to pay for the repair. I wasnt looking for a warranty or guarantee. I was looking for somebody to reasonably repair a tree, but I paid a tremendous amount of money for I do not have the records for 10 years ago without extensiveresearch I think that this is a little extreme. It is balsam Hill tree. I think the h*** has a responsibility at two years to not make things complicated I just think its simply ridiculous that you do not offer an in-home service or an option to send a tree to you for repair I am a senior citizen and Im in no position to get down on the floor and restring lights as I was told by your customer service department. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 10/25/2024

  Hi,

  Thank you for contacting Balsam Hill and for forwarding the customer's concern.

  We appreciate their feedback and we're sorry to learn about the issue with their tree. Please know that we strive for excellent customer service, and we're here to assist to the best that we could. Were also pleased to know that their tree has lasted for 10 years, showcasing the quality we aim to provide in our products. While our warranty covers replacements and repairs for 3 years, were more than happy to assist them with troubleshooting and recommendations beyond that period.

  To proceed, we need their order number and the email address that they've used for the purchase, as the details they shared dont match any records. We want to ensure we can help them effectively.

  Sincerely,

  Balsam Hill Customer Service

   

  

  Business Response

  Date: 10/28/2024

  Hi,

  Thank you for relaying the customer's response.

  We truly understand their concern and current situation to not be able to troubleshoot the tree on their own. While an in-person repair is great suggestion, it's not currently being offered even with our warranty as we provide our services virtually. We'll pass along their feedback for future considerations. Meanwhile, as we understand that the customer doesn't have their order details available, we just need to gather some information regarding their tree such as the height, name, light type and exact year purchased.

  Sincerely,
  Balsam Hill Customer Service

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22471168
  To follow up on my previous message as there does not seem anything that you can do I must say I hesitantly have to recommend to some senior citizens on my local community not to buy a balsam Hill tree as beautiful as they are senior citizens can repair things like that on their own I have two  associates. that have decided  to not purchase a a tree from balsam hill this time , due to the trouble i have had with my tree. 
  

  there are other options .. sorry

  I was a Big fan .. 

  WAS
  
  Sincerely,
  
  ****** *****