Complaints
Customer Complaints Summary
- 29 total complaints in the last 3 years.
- 21 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/23/2024
Type:Service or Repair IssuesStatus: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 tree on 11/26/24 and it was delivered on 12/3/24. When I plugged it in, the lights didn't come on. I reached out to customer service on 12/8/24 and they stated a new tree would be shipped out on 12/9/24. On 12/16/24 I didn't have any additional information, so I reached out multiple times via email. I received no response. On 12/23/24 I reached out via chat, and was informed that it had shipped, on 12/19/24, 10 days later than what was stated. They told me it was a ***** problem and disconnected me 3 different times trying to discuss this. The tree not being delivered in time for Christmas is hardly a ***** problem when it was shipped too late to be delivered on time. Customer service was rude, refused to even speak to me after telling me it was "still a ***** issue" and refused a return.Business Response
Date: 05/29/2025
We have reviewed this complaint and the agent that handled these interactions with the customer no longer works for us. - We have refunded the customer.Customer Answer
Date: 05/29/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
**** ******Initial Complaint
Date:12/23/2024
Type:Product IssuesStatus: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.
This is a prelit tree that is brand new. The lights are flickering, shutting off and on....there appears to be a short in the main plug. All outlets and troubleshoot options were attempted. It's Cleary a hazard. I've reached out to the company for help 3 different times to no avail or response. We either need a replacement or refund. This tree is not functioning safely.Business Response
Date: 01/16/2025
We will reach out to this consumer to resolve the issue
National Tree Company
Initial Complaint
Date:02/22/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In November 2023, I purchased a 70 LED Light Starter Set manufactured by National Tree Company for $79, with tax $86.23. The lights stopped working in January 2024. Since it had been more than 90 days since I purchased them from the seller on Amazon, they would not take the lights back, refund my money or replace the lights. The box states on it that National Tree has a 3-year warranty on lights. I registered the product, even though their site is only for the registration of trees. I called to inquire about repairing the lights. I was told that they do not repair lights. I asked to speak to a supervisor. The supervisor also stated that they do not repair lights. I again stated that there was a 3-year warranty. She told me that I should send them back to the seller. I told her that it was not the seller's product it was National Tree Company's and the warranty on the box was from the manufacturer of the product (NTC), not the seller. The customer ********************** representative stated that she would replace the lights because of the confusing verbiage on the box and the company's site.Business Response
Date: 05/14/2025
Warranty Policy is 3 years and only for our trees 6.5ft and taller, the tree must be registered on our site under the tab Product Registration
We would be happy to repair or replace the tree as long as it meets the information above and on our website.
Initial Complaint
Date:01/22/2024
Type:Sales and Advertising IssuesStatus: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 an artificial Christmas tree from the company. The plastic on the bulb was broken causing the tree to not light up and exposing an electrical connection as the bulb wouldn't "hold" into place any longer. I glued the broken piece together to get through Christmas. Emailed their customer ********************** right away asking how to proceed and if it would be a fire Hazzard if I continued to use the tree. They asked for an image of the attempt to fix. So i sent them a picture. They responded with an email stating since the tree had been tampered with the warranty was void. This is their business, poor customer **********************. The tree was not cheap and now I'm out the money and no use for a fore hazardous tree.Business Response
Date: 05/29/2025
We have requested the tree be properly registered for the warranty. to them try to replace it with a new tree.Initial Complaint
Date:01/04/2024
Type:Service or Repair IssuesStatus: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.
Order#: ***** - I placed an order for a Christmas tree. I put in my address in *******. When the order was processed, their website defaulted to my prior address in *******. Within minutes I called to let them know the address was wrong, and I sent an email. I was told it was too late the order already processed and the tree would be delivered to an address I was no longer living at. I called Customer ********************** and was told to call Fed-Ex to change the delivery address. Fed-Ex said only the shipper could change the address. I called back to let them know what Fed-Ex said. I was told, "We don't call Fed-EX, your tree will be delivered". I was then told once it was delivered I could start the return/refund process. When I again reached out, I was told I put in the wrong address and it was my fault, and they would take no further action.Business Response
Date: 05/14/2025
We are sorry for the situation that occurred within our company. We have taken steps to remove agents that set the tone for poor customer **********************.Initial Complaint
Date:12/20/2023
Type:Delivery IssuesStatus: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 12/6/2023 (11:52am) I placed an order with a company representative over the phone for two (2) items totaling $61.12 and I was informed an email would be received shortly to confirm the order. Not until 12/7/2023 (9:45am) was said email received. On 12/7/2023 (11:11am) I replied to the email requesting my order be reduced from two (2) to one (1) item. On 12/12/2023 (8:26pm), having received no response I forwarded my 12/7/2023 email requesting the status of my reduced order. On 12/12/2023 (11:33pm) I received an email response "Unable to cancel or make changes to your order. Our system processes orders extremely quickly to ensure our customers receive their order ASAP." Well, if the company would've ACTED "extremely quickly" with my 12/7/2023 email request and not sit on said request with their eventual response coming 5 DAYS LATER, they would've reduced my order as initially requested. But because the company FAILED to act "extremely quickly", they now say I will incur a $25.00 restocking fee should I REFUSE the one (1) item (@$30.56) which I received but still have not opened. Seriously?! They INTENTIONAL ignored my email so that I would be STUCK with the second item. Due to their clearly apparent poor internal controls, request I below allowed to REFUSE the one (1) unopened mailing and NOT incur the $25.00 restocking fee.Business Response
Date: 05/29/2025
Good morning we have reviewed and refunded the customer as the order did not ship complete as needed.Customer Answer
Date: 05/31/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***** ****Initial Complaint
Date:12/09/2023
Type:Service or Repair IssuesStatus: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 beautiful slim Carolina **** Christmas tree earlier this month. We just pulled it out of the box and the item sent is not at all the full, lush, realistic looking tree that I purchased. The tree we received is thin and bare, it looks like a twig. I have spent the last hour fluffing it and I can still see the wall behind the tree. What a huge disappointment. This is a total bait and switch from the company and Id like to warn others before they purchase from this company- its one of the few businesses that sell Christmas trees and they are sold over several platforms. This tree is a waste of money, highly misrepresented, and the original photo is not at all what you will receive. I have requested a refund for this tree from the company and have not received a response from the company at this time.Business Response
Date: 05/29/2025
We have refunded half the total amount of the purchase as a 0% refund was already showing on this order. We do see the point the customer has made so we have been willing to compensate half the balance. (Refunded)Initial Complaint
Date:12/08/2023
Type:Service or Repair IssuesStatus: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 purchase a tree from this company that is still under warranty. I contacted the business to service or replace my tree. They told me that all I could do was submit a claim on the warranty in January. I informed them that my warrant expires in December. They told me that this does not matter and that I will have to call in January to do anything with the warranty. I asked if I could get that in writing, and they told me no. They said they dont put anything in writing. Both customer ********************** agents that I spoke with were rude saying *** already told you this!! Ive done my job!! What else do you want me to do?!?! I then asked for one of the agents names, and he told me I dont give out my name. I then asked to speak with his manager and he proceeded to hang up the phone on me. I would like my tree to be refunded. I have heard from others that if you get them to fix the tree, they charge $70 shipping fee! So I would just like for my purchase to be refunded. I will never do business with this company again.Business Response
Date: 12/09/2023
We will contact the customer and attempt to correct this situation.
Initial Complaint
Date:12/07/2023
Type:Product IssuesStatus: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 $250.00 Christmas tree on December 2nd, 2023, and it arrived on December 6th without a plug, cord (for the 500 lights), or directions. I attempted to call, held a long time, and was told it was not her department. The person transferred me to another number; I held a long time & had to leave a message. We sent an email requesting a return label; we've received no response. I stated that we have no desire to have missing parts shipped to see if the lights on the tree will work while our window of return narrows (30 days, or Christmas, whichever is first). I have since learned that National Tree Company has a F rating with BBB. Their website states that we must receive a label from them to ship the tree back, but they will not respond to me. I guess we will ship the tree back to them anyway, and contest the $250.00 charge with our credit card company. Any assistance that you can provide in helping us to receive a refund for the defective, damaged, or incorrect tree that arrived without the needed parts in the box will be greatly appreciated. Our order number for the Christmas tree is *****. Thank you, *********************Business Response
Date: 12/09/2023
A return label will be issued to the customer at no charge.
**********************
Customer Answer
Date: 12/15/2023
Complaint: 20976074
I am rejecting this response because:The message from the business, National Tree Company, (stating that a return label will be issued to the customer at no charge), is acceptable. However, the unidentified gentleman from National Tree Company, who called me Saturday did not demonstrate good faith. I was out shopping, and he wanted me to give him my order number. I told him that the order number was given to him on the telephone message, as well as my email. He stated that he would have to check his records. The order number, *****, has already been given to him in 3 ways; 1-the telephone message, 2-the email, and 3-the complaint with bbb. I asked him to give me a call back on Monday, 12-11-23, he stated that he would, but he did not. He needs to send the return label, free of charge, to my email ****************
Regards,
*********************Business Response
Date: 05/13/2025
We have reached out to the customer with an apology, as the agent he worked with overlooked his needs.Initial Complaint
Date:02/27/2023
Type:Service or Repair IssuesStatus: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.
Had filed at the beginning of the year after no response from company calls, said in January 2023 I would be getting a new tree in 2-3 weeks. Nothing from them! BUT I am sure I will get another call from them tomorrow stating that it will arrive shortly. Laughable. Here is the response from last time. This is dated 1/13/2023. Complaint *********** MESSAGE FROM BUSINESS:Just spoke to the customer Jan 13 - She is very happy to get a new tree. National Tree Company I would be happy if this was true, but it is not, so I am NOT happy.Business Response
Date: 02/28/2023
Tree has been sent FedExCustomer Answer
Date: 02/28/2023
Complaint: 19509295
I am rejecting this response because:
Unless I have a tracking number and it is trackable then I reject this response.
Regards,
*********************Business Response
Date: 03/03/2023
Tree has been sent. Consumer was advised to her personal e-mail address.
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