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Balsam Hill Complaints Summary

15 Resolved
43 Unresolved
Our verdict: When using services from Balsam Hill with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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2:27 pm EST
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Featured review
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I had purchased a 11/6/22 for a Frosted BH Balsam Fir Tree 7.5 ft, paid 1,200.34 with tax. I got to use the tree 1 Christmas and this year the tree does not work. I spoke to Customer Service12/3/23 and they sent me a new tree which took 8 days to receive, but I only received part of the tree. I called customer service again and they somehow cancelled part...

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2:32 pm EST
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Balsam Hill Disappointed in Customer Service and Lack of help

I have had a Balsam Hill Tree for less then 5 years & there are ~100 lights out. I called customer service and told them I did all the troubleshooting mentioned online and still lights are out. Their response was to get a string of lights to place in the section that is out. The whole purpose of buying a pre-lit tree is so I don't have to buy lights & string the tree.

The next suggestion was to hire an electrician to come & check all the wires -which would probably cost as much as the tree did.

I bought a Balsam Hill Tree because they were supposed to be the best but they are not.

I loved our tree and sadly now I don't and will never recommend Balsam Hill to anyone. Their Customer service was not helpful at all. So disappointed.

Desired outcome: I would like to get a resolution that fixes the lights on the tree not go buy a string of lights to put on pre-lit tree.

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5:41 pm EST
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Balsam Hill Christmas tree, garland, wreath, and ceramic pumpkin

Ordered these items on October 23. Only email I got was that I had ordered these things and they would be shipped in 3 days. I've sent many emails requesting my four foot lighted Christmas tree , a battery operated light up Christmas wreath, lighted garland, a light up Halloween pumpkin. Never heard from them and never got them. Paid them through Paypal! The $29.94 was withdrawn from my bank account on that day. I don't have anything saying I purchased this merchandise from Balsam Hill!

Claimed loss: $29.94 is what I lost. I should have known that a four foot lighted Christmas tree cost more than $9.99.

Desired outcome: I would like a refund of $29.94.

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Is Balsam Hill legit?

Our verdict: Complaints Board's thorough examination reveals Balsam Hill as a legitimate entity with notable strengths. Despite a 25% resolution rate on customer complaints, which invites a closer look, Balsam Hill stands out for its commitment to quality and security. Clients considering Balsam Hill should delve into its customer service record to gauge compatibility with their expectations.

Balsam Hill earns 94% level of Trustworthiness

Perfect Trust Endorsement: Balsam Hill achives 94% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Balsam Hill. The company provides a physical address, 6 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

A long registered date for balsamhill.com can be seen as a positive aspect for Balsam Hill as it indicates a commitment to maintaining the website and its domain name for a long period of time. It also suggests that the company is organized and has taken steps to secure its online presence.

The age of Balsam Hill's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Balsamhill.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Our scan shows Balsam Hill website is free from malware and phishing activities, which are types of online threats that can include viruses, worms, Trojan horses, ransomware, and other malicious code, as social engineering tactics used to trick users into sharing their personal information.

Balsamhill.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

A trust mark has been identified for a balsamhill.com, but it is important to verify the trust mark and its source to ensure that it is legitimate. Ensure that the trust mark is genuine by clicking on it and verifying its authenticity through the issuing organization's website.

Several positive reviews for Balsam Hill have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

We looked up Balsam Hill and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

This website offers payment methods that provide the option for customers to get their money back, which could be a positive indicator of the company's commitment to customer satisfaction.

Balsamhill.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with Balsam Hill's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 25% of 0 complaints were resolved.
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11:38 am EST

Balsam Hill Have not received my tree. Have a tracking number but it takes me to the same site and it tells me nothing, but that it has been shiped.

All I want to know is if my tree will be here by December 1st. Order number is [protected]. Tracking number is AM105041035CNMy order was placed on 11-06-2023, at 04:56 EST USA. I have tried contacting two different web sites, [protected]@bedbeyyondline.com. This one tells me it has been shipped. Does not give me any other information, like expected arrival time. I did not know the tree was coming from China, I would not have ordered it. I am hoping that this matter can be resolved soon.

The other site was [protected]@lowpricepromotion.shop. this one told me nothing. Just took me to the tracking center in China. That site is a joke. Very hard to understand. Please just tell me when I can expect me tree to be delivered. Thank you Sue

Desired outcome: deliver my tree

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7:05 pm EST
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Ordered a 9' LIGHTED Silverado Christmas tree. Used one year, still under warranty and lights in certain sections do not work. Called Customer service on November 13th, 2023, a few weeks before Christmas, only to be told we would need to have separate lights sent to us. These would be lights that would need to be strung as if we did not pay $900.00 for a...

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11:30 pm EST
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Balsam Hill In received order

I ordered a tree from them in October. I ha e been tracking it,said it was delivered and signed for. I never received it. I have sent numerous inquiries to Balsam Hill and the company who handles delivery. No response from either. My order number is2023101614684934 ,ordered about Oct 20,2023. Tracking number isAM102874450CN. Message states delivered and signed for 11-09-2023 at 17:46 to 132 Essex Drive.

Desired outcome: I would like the tree I ordered

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12:11 pm EDT
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Balsam Hill Return Instructions & Label

Order #J100039251

My mother died around a month after she ordered a Christmas tree. I called and explained the situation and Balsam Hill agreed to take the return on her tree and credit her card card for the purchase.

I have called and email at least 8 to 10 times and they never send me the return instructions.

I have asked for a supervisor to call me over and over and now they won’t respond to my emails.

Desired outcome: I want a credit to my mother’s credit card for the tree and a return label sent!!

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11:42 pm EDT
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Balsam Hill Delivery of my order to Australia

Order No: [protected].
Ordered: Classic Blue Spruce 7.5" high, Twinkly light show
Cost $AU 10108 Shipping Cost: $AU 28.80
Track No: AS812227617CN... no longer available.
Contact number in Australia: [protected] no longer available
Sent several emails to balsam hill.com.au that bounce back
I want to know the status of my order ASAP
Email: [protected]@yahoo.com.au
Ph. No: AUST-[protected] Mobile: [protected]
Penelope Dade

Desired outcome: Delivery of product purchased ASAP

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6:49 pm EST
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Balsam Hill Narrow norway spruce tree 6.5'h with clear & colored lights & remote

I bought this tree in 2018. When I put it up this year, none of the lights worked. I was on the phone with customer service for hours trying this and that to get them to work (trying every bulb on the tree to see if it might be burnt out, for one- extremely time consuming and hard to do with colored lights!). We finally got the clear lights to come on (the problem was the remote ensemble), but still couldn't get the colored lights to work. I was very angry and to mollify me they told me they would send me a string of colored lights to put on myself, even though they're only supposed to be for people who are still under warranty. I was disgusted with the amount of money that I paid for this tree and I was back to having to string my own lights. I asked repeatedly for a replacement remote ensemble, that I would pay for it. They refused, saying I was out of warranty (how convenient that the whole tree just stops working as soon as the warranty ends!) and they only send original parts to people who are still under warranty. They would not let me pay for it. They said I could buy the remote that they currently sell, but it would only light the white lights, not the colored or both sets at the same time. The whole reason I paid this much for the tree was because I could have a choice of clear, colored or both lights on at the same time from the remote.

A week or two later I received a package of white lights from them. I contacted customer service again to tell them they sent the wrong color and was told that that was all they could do for me, since I was out of warranty.

I then asked them how I was supposed to take apart the casing that held the two plugs that the clear and colored lights went into that plugged into the remote sensor. I could not remove the cover to get them out. They looked like triangular heads on the screws and none of the screwdrivers I had fit them. They told me to use an attachment I already had tried and all it did was slide around like the screw was stripped. He ended up sending me a youtube video with a guy saying that he had a hard time, too, finding something to use on a triangle head screw and he made some suggestions. I still have not been able to get the cover off. Balsam Hill would not send me the tool they use.

I would never have guessed that a company that looks so well put together could be this bad. If they had told me that I was paying that much money for three years of use I never would have considered it.

Desired outcome: I would like the original remote ensemble, the incandescent colored lights they said they would send me and I would like the tool they use for the triangle head screws.

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1:22 pm EST
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Balsam Hill Poor quality/defective products

I ordered two lit garland and two outdoor light trees on sale in June/July for the following holiday season. I opened them in November and put them up. The 9' tree lasted 2 weeks, one garland 2 weeks, the 6' tree and the second garland quit just under 4 weeks. I contacted customer service and was told that the warranty was only 30 days from purchase. The poor quality of the products makes a 30 day warranty worthless. Even on sale the products were expensive and you would expect them to last at least through one season and should last through several. I received a $25 refund on $350 of products. I was very disappointed with these purchases and to customer service. I threw my money away on these products.

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3:53 pm EST

Balsam Hill Artificial christmas tree. Fraser fir narrow

Last Dec 2021, I paid $599. for a Frazier Fir from Balsam Hill. By the time it arrived, I had a serious case of Covid. I was 73 and although not hospitalized, it took a month to recover. We put up no Christmas decorations and had no holiday as we quarantined. I anxiously looked forward to setting up my tree this year. I just put it up and was so disappointed in the lack of fullness on the branches (in the upper half) as well as the fact that the branches bent down from most of my ornaments. They are not heavy and Ive used these on another artificial tree for over 14 years with absolutely no problem. I texted the company and explained that although they have a 30 return policy, would they make an exception because of Covid. They said no and suggested I use lighter ornaments. I’m not about to get all new ornaments (and stop using my cherished family ones) and they were not heavy in the first place. I am now out $599 and have a tree I can’t use. I am so disappointed. Even if I had opened the box last year, until I actually set up the tree, I couldn’t have known it would look so cheapish and bend so easily. The pictures on the website are very misleading.

It’s the fact I had Covid and couldn’t set up my tree last year within the 30 day return period that upsets me. They wouldn’t take this into consideration.

If needed, I could probably get a copy of my diagnosis and treatment for Covid Dec of 2021.

Desired outcome: Refund. An exchange wouldn’t accomplish anything.

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10:02 pm EST

Balsam Hill Replacement master bulb

01/03/2022

Ordered Replacement incandescent white bulbs for a tree purchased four years ago (outside the three-year warrantee period).

Replaced the bulbs on a string that was burned out. The string did not light. discovered a grey long bulb was not illuminated. Called customer service and was told that this is a "master bulb." One of the trouble-shooting videos refers to replacing the master bulb,

Was told by customer service that since the tree was out of warrantee, I could not purchase replacement master bulbs. But I could buy them at Home Depot or Best Buy. Drove to Home Depot, 15 minutes before closing. could not find anything like this on the shelf; a sales associated looked up bulbs in their inventory, and no such item was listed.

Called customer service again, relayed this story, again informed that I could not purchase master bulbs, and to check on Ebay...

On no other string of Christmas lights have I found a "master bulb." I have replaced fuses, but never seen this. Please make the product available to those of us with your trees, who simply want to keep enjoying them.

Thank you.

Desired outcome: Sell package of master bulbs

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CWTSac
, US
Nov 25, 2023 2:27 pm EST
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Exact same problem. I have five Balsam Hill trees, all with master bulbs (large gray base). Called Balsam Hill, and they no longer sell them. Said that they would not be getting them in the future because they were transitioning to LED lights. My trees were an "investment" of over $5,000 and are now becoming worthless. I was told to go to a hardware store. Of course, like the person who left the comment, they have no such bulb, even in their catalogue to order. As a lawyer, I am working on putting together a class action lawsuit against Balsam Hill over this issue.

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Chase Pirkle
, US
Nov 25, 2023 5:32 pm EST
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Replying to comment of CWTSac

I have the same problem and would love to participate in the lawsuit.

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ggarland
Greeley, US
Nov 28, 2023 3:33 pm EST
Replying to comment of CWTSac

I have the same issue and very frustrated over the cost of the tree that I expected to have for years and now I have lights that don’t work.

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DYIer
, US
Jan 24, 2023 12:53 pm EST

Not sure what lights you haveon your tree, but from the identification tag located on the plug strand. It indicated that I had 2.5 volt 0.42 watt light strings. I removed the plastic bulb cover from the white socket. I then was able to remove the bulb from the white holder; thus revealing it was a pinched base bulb type. I ordered replacements (Quantity 200) 612 Vermont 2.5 volt (0.42 watt, 170 mA) pinched base bulbs from Amazon. Installed new bulb into bulb socket and reinstalled the plastic bulb cover and the master bulb works again. Whole string lit up again.

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RaVeN_MoMof4
Spring, US
Nov 14, 2023 12:38 am EST
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Replying to comment of DYIer

Are your lights the clear incandescent lights?

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G Tree
Columbia, US
Nov 18, 2023 11:13 pm EST
Replying to comment of DYIer

How did you get the bulb cover off?

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RaVeN_MoMof4
Spring, US
Nov 18, 2023 11:44 pm EST
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Replying to comment of G Tree

I used a very tiny flat head screwdriver (used for game consoles and such). There are 2 raised spots on the side of the plastic connector, at the top near the clear plastic bulb cover. Coming from the end that the bulb is on, stick the tiny flat head in the little slit and turn the flat head left and right to stretch the plastic on the connector. Makes sure to do this on both raised locations. Then wiggle the clear plastic cover off of the connector.

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1:26 pm EST

Balsam Hill Tree Stand Replacement - Balsam Hill Warranty is non-existent

Purchased tree December 2021 (order # H019927978). Tree stand was broken, but put up tree anyway. Requested replacement tree stand August 2022. Balsam Hill told me tree stand was out of stock; expected to be in stock in September 2022. After numerous emails and phone calls (September -November 2022), I am still being told the tree stands are out of stock with no definitive date of when they will be available and one shipped to me. However, the exact tree I purchased last year is on the Balsam Hill website currently (w/tree stand included), so how can the tree stands be out of stock?

Balsam Hill's warranty program is a sham. I wish I searched for reviews before I purchased last year. I would not recommend a Balsam Hill product to anyone.

Desired outcome: I would like my replacement tree stand before December 1, 2022; which I am entitled to according to the Balsam Hill warranty program.

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1:47 pm EDT
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Balsam Hill Product item 4001690 pre lit bethlehem star tree topper (oder #h006616207)

I am writing to you because I purchased the above item in December of 2017.

After the first year, the lights did not work properly. When plugged in the lights did not go on. Then moving the star around they went on. The following year the same thing and each year after until the present not at all.. I am told that there is only a 30 day return policy of these types of items. The star has been well kept in it’s original box with the receipt still enclosed in plastic on the box, until today. I packed it away each year like it was a “Faberge Egg”. It looks perfect. The wires are all in tack, the bulbs are not burnt out. My husband who is an electrician tested the wires and bulbs and they are all live. I called and was told that they do not fix them. I asked for a discount on another one. The best they could do was 20%. I was look more like 40% off. The price of it went up so much. I am so surprised at Balsam Hill at the warranty service they offer and would not look to oblige me as a previous customer. I am not the only one in my family that orders from Balsam Hill and they also will be surprised to find out that Balsam Hill does not stand behind their product. I was looking to purchase the 12” Capiz Bethlehem Star Tree Topper. It is $99. I would like to get it for the price I paid for this one. Balsam Hill should offer a better warranty on such items especially since it is used once a year for 3 weeks. I am a very unhappy customer.

Desired outcome: Get a similar Pre-Lit Bethlehem Star for the same price or very close to it.

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11:17 am EST

Balsam Hill Warranty and exchablnhe

I purchased a tree the end of October to be put up after Thanksgiving. When I started putting together this tree was not what I had envisioned. I spoke with Kelly in customer service and we decided on a different tree. She provided me with the return shipping label. I called FedEx and made arrangements for them to pick up the next Tuesday. I then received and email that they have given me my refund. I called the next business day only to be told the order was canceled and there was NO Exchange. The supervisor of customer service that I was speaking with was forwarding to the next level and I should receive a call in 2 hrs. I'm still waiting. My family Christmas is the weekend before Christmas. I was told my tree would arrive the weekend of my family Christmas. Minus Black Friday sale and free shipping. I am in awe of Balsam Hills customer service. I expect a call from someone and needless to say I don't have a Christmas Tree. What a disappointment. Mary Ralph

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Update by Susan Brown Ralph
Dec 13, 2021 11:18 am EST

Where is my tree

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2:36 pm EST

Balsam Hill Balsam Hill Christmas Tree

Horrible customer service. Only received half of the tree I ordered and they cannot find the other box. They won't replace the tree with the same one since it's sold out. One supervisor said they would replace with a similar tree and another said they would not replace (actually she flat out told me they were busy and didn't have anymore trees). All they could offer was to pay for the shipping of the tree back to the company. Never mind, the box is super heavy and I have a bad back from working as a nurse. The supervisor, named Amy, said I had to figure out how to ship it back and they would only offer the labels.

This is not the first time Balsam Hill has dropped the ball before Christmas. Two years ago, after decorating a different brand new balsam tree, the lights stopped working. Again, they would not replace it or offer a similar replacement. Customer service just said they were sorry and made no attempts to replace with a similar tree.

Desired outcome: To replace with a similar product or better since this has been a huge inconvenience

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3:31 pm EST
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Balsam Hill Outdoor LED Wire Cone Tree Set

I purchased this item for Christmas 2020. I had them all set up in my yard and after a week two of the trees did not light. One of the three does light up. At that time I called Customer Service. The representative I spoke with informed me that these were sold as sets and they could not send just the two as well as this item was no longer in stock for 2020, but would send a new set for 2021. As of this date, 12/1/2021 I have not received replacements. Last week I contacted Customer Service to inform them that I have not received the new set. At that time I was told that I would receive an email with 24 hours as to the status. I have not received an email or the product. I would like the new replacement set, sent out today.

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10:49 am EDT

Balsam Hill Christmas Tree

I bought a tree from company. Since then I have in vain to replace the bulbs on the tree and purchase them from you so they be exact replacement of the originals. I replace the bulbs as instructed and the new ones don't light. There is plenty of current in the socket. I have clean them, taken them apart just about every simple procedure to get them to lite. Now as far as I am concern I now wish i have purchase an inferior product and would never tell anyone to purchase a product from your company. (VERY DISATIFIED Piece of Junk as far as I am concern. Forget refund, your customer service is lousy as i have spoken to them and they offer me no help except general information that i have already done. NO MORE PURCHASE FORM YOUR COMPANY.

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4:54 pm EST

Balsam Hill Stuck with a defective tree thanks to Balsam Hill

Bought a tree in 2018. Tree arrived during summer and when we assembled it noticed that a light was out because the wire was broken.

I called Balsam Hill and they sent me a "free string of lights" and said I could restring that section. I don't work at Balsam Hill and am not proficient at "restringing" trees. After a couple of years we reassembled the tree and noticed that a lot of lights were out in that section. I called Balsam Hill and told them that I am not happy with this tree.

They said that they could send me another string of lights, because it was out of warranty, even after I explained that I do not restring artificial trees. Why didn't they fix the tree when I reported it in 2018?Stay away from Balsam Hill Their customer service is the worst. I told The supervisor, Ryan, that I will be sending the tree back and he said "you can't do that".

I will not do business with a company that does not stand behind their products. Wish I had never heard of Balsam Hill.

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10:04 am EST

Balsam Hill Christmas tree, wreathe, garland wreathe storage, 120 ornament storage

First my garland had 1/3 of the lights go out. After many communications with Balsam Hill. They agreed to replace it, but that took most of a year to accomplish. Then, the lower lights on my tree dimmed and then got very bright for a few seconds and then went out. Balsam Hill thinks that might be a fuse or just one bulb. Having had two spinal surgeries with in the past 12 months, I can't check them. To wreathe has a plastic battery box with 4 tiny screws. I had to buy a special screw driver to open and close it. All it needed was a pressure snap... Much cheaper and much easier for client. I have not used the lights on it since the first year. I got a 120 ornament storage container, which is nicely made, but there is no way 120 normal sized ornaments can fit. I got a double wreathe storage. The metal ring, shown in the directions is missing. They sent a second one, without the ring. I wrote the CEO of balsam hill and got no response! Yuk!

Desired outcome: Figure a way for my tree to be fully lighted. Don't tell people 120 ornaments, when only tiny ones can fit. Send me the wreathe storage ring.

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Balsam Hill contacts

Phone numbers

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Website

www.balsamhill.com

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