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Balsam Hill
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2.0 58 Reviews

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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Balsam Hill reviews & complaints 58

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M
7:15 pm EST

Balsam Hill The master bulb

The master bulbIs not working in my tree and every time I put a new one the fuse burns out. I wanted to order new ones and there's no place that I can order them. I do not want to have to rewire this tree. What is another option to purchase the master bulb. Because it doesn't make any sense that you can purchase replacement lights but not to replace that master bulb. So I would either like the replacement master bulbs or another option so I don't have to rewire the tree. Because it is only about three years old. And for the price that you pay for one of these trees you should be able to pay for bulb replacements and not having to pay for an entirely new tree.

Desired outcome: Send me master bulbs or provide me an option to pay for them

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SRLange
Naples, FL, US
Dec 03, 2022 9:53 pm EST

This is my fourth season with the Balsam Hill Tree; one section of lights was out and I purchased the replacement lights, as I progressed, I noticed the "master bulb" was out. Called to order one and was told since the tree was out of warrantee, I could not purchase a master bulb. Told to go to Home Depot - they have nothing in inventory that resembles a "master bulb."

If the trouble shooting instructions call for replacing the master bulb, then the master bulb should be available for purchase. Just a thought...

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DapMa
, US
Jan 01, 2023 9:54 am EST
Replying to comment of SRLange

Same experience. Very disappointed with Balsam Hill about lack of the fuses. It seems highly improbable that they could not have manufactured either here or overseas.

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9:32 am EST

Balsam Hill Christmas Wreath

I ordered a 36" led battery light Christmas Wreath from this company, and when it arrived it was 26" on a stretched out good day. They would not give me a full refund, and said I must pay $10 for return shipping as there policy states, " For a return fee to be waived, the item received should be damaged, /flawed, /defective. To keep this short, I can only say, look up the definition of flawed, and defective, then think twice about ordering anything from this company... Godspeed.

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1:13 pm EST
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Balsam Hill Faulty garlands after little use

In Oct 2018 I purchase two Balsam Hill garlands with lights. Having used them for only two years they have already started having problems with the middle sections of both having problems with the lights - on one the lights don't work at all, the other the lights can be barely seen. They have only been used for around 7 weeks and on a timer, so not even on full time.

Having specifically invested in what are promoted as being premium products, I was shocked for find out that any non-tree product only has a 30 day warranty. While this shows a staggering lack of confidence in the quality of their own products I'm not convinced it is legally a reasonable expectation of product life, considering the price paid. I got the impression from the customer service assistant that this is a common problem and there was nothing they could do. So I'm left with a faulty product with no redress from the company.

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Jingleso
, US
Dec 09, 2020 4:26 am EST

I have just had the exact same problem, treatment by customer service is absolutely shocking for what, as you say, should be a premium product. I too pointed out it had been used for a maximum on 10 weeks over 2018 and 2019 and a few hours each day. The batteries are hot even when not switched on but it makes no difference as it doesn't actually switch on!

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9:52 pm EST

Balsam Hill Terrible customer service

On Nov 4 2020 I purchased a 9' Sugar frosted light up Christmas tree from Balsam Hill for $822.83, I set up the tree the day of delivery and section#3 did not light up. It was down hill with customer service from there!
I immediately called BH the day of delivery and reported the damaged tree and asked if I could exchange for a fuller tree with more lights that cost more.
I was told I needed to wait to be contacted by customer service in the next 48 hours.
I was not contacted and did not receive any emails. So I called back and was told I would be contacted in 24 hrs. After 24 hrs with no contact I called back and asked for a return label so I could return the damaged tree for a full refund. I was told a replacement tree had already been shipped out. I asked if they could make an exchange for a fuller tree that would work better in my setting. I was told to try out the replacement tree and see if it looked fuller in my house and if not I could exchange for another tree since one was already on the way and would be delivered on 11/14.
On 11/14 I stayed home to receive the tree and not have it stolen by a porch pirate. The tree was not delivered on 11/14.
On 11/15 the next day I called BH to report that I did not receive the replacement tree they promised to deliver the day before. I asked for a replacement tree for my damaged tree to be sent to me and if they would credit me the $200 price difference that I paid and the cost of the tree now on sale, they said no. I asked if they would credit my 40% off coupon I used on my defective tree. To my replacement tree that cost $500 more. They said NO that the 40% off coupon could not be used since the price of the tree was now on sale. I asked if they could accommodate me for my trouble. 5 phone called on a defective tree, setting up/ taking down, repacking and sending back a defective tree, no phone call or email communication for 4 days after I called in a defective tree. They offered me $30 off the replacement and didn't mind if they lost my business on the $1100 tree I wanted to make an exchange for. They sent me a label to return both trees and would not go any further to accommodate my request to replace the tree. I asked BH for the $25 return fee to be removed. The online Balsam Hill return policy both will give you a refund credit with in so many days if your tree goes on sale and will allow for a tree to be replaced with another tree of choice. I was not given the option of the printed online return/exchange policy from Balsam Hill. Chris was the second manager I have talked to at Balsam Hill that could not make a new customer happy! I will send back both trees on Monday and feel my purchase and experiencing with Balsam Hill was a huge hassle!

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Natalie Herod
Aurora, Colorado, US
Dec 02, 2021 2:45 pm EST

Wish I had read all these negative reviews about the product and customer service. Bought two balsam hill trees. The lights of the first one stopped working about an after I decorated the tree. Had to take all the ornaments down and pack up the defective tree and was left scrambling to find a new tree because they didn’t have the same one in stock. Wouldn’t replace with a similar product or better for my trouble, they just said sorry. This year, I only received half the tree I ordered. The second box was never shipped out. Customer service said I would have to pack up the tree in the box and return. They would not replace the tree because the one I ordered was sold out. The supervisor was so awful to me on the phone.

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Scott Hopkins
, US
Nov 21, 2020 12:10 am EST

Thank you for writing your comments. I was about to pull the trigger for one of their Fir Trees on line for almost $800. Glad I read your post not going to do it now. Thanks for saving me the time and money.

Cheers,

sh

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D
12:59 pm EST

Balsam Hill Defective tree nov 2019!

Order for new tree placed Nov 17, 2019 and received Nov 22, 2019.
Advised of defective section 11/24/2019. Customer Service suggested wait a few days and try again.
Follow up Dec 9th, advised still defective.
Follow up Dec 10th, still no response.
Phone discussion post these dates indicated tree out of stock for season, and we would have to wait for "off season parts" for defective section.
Followed up Oct 21, 2020 no response.
Phone discussion with Supervisor, Nov 3rd, promised a new replacement tree would be dispatched within 48 hours.
Email received 11/4 advising me I would have to WAIT till off season for a replacement of the defective section!
New same model tree is in stock! I want the tree, or purchase price refunded!

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11:32 am EST

Balsam Hill christmas tree

Spent $1100 on Christmas tree in 2015 (used 3 Christmases). This year in 2019 the plastic thing that holds the wires for lights broke making the tree only usable without the lights. When speaking to representative at Balsam Hill, she could not help in telling me where I could buy a replacement for it. Totally wrong. Go with a company that is either willing to sell or replacement parts or tell you where to buy them (They refused on both counts).

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3:30 pm EST
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Balsam Hill quality of product - cheap!

BUYER BEWARE! I ordered a tree, glass ornaments and 2 sets of "crystal and pearl beaded garlands". (3 garlands/set). My order was pushing $800 total and since it was over $699 I received a $50 discount. When they arrived, the garland strands were complete junk. Cheaply made and both sets of 3 wouldn't decorate a small house plant. I contacted the company to get a return label to send them back. I was informed it would cost me $10 to return them. I wasn't happy about that as the items were sold at $49 each ($98 for both) and I expected much better quality. Had they been better made, I wouldn't have sent them back. After my return shipment was processed, I received an email saying my credit card would be credited $38. Of course I called and asked where the rest of my refund was...I was told I would only get $38 because my order received a $50 coupon for being over $699, so I lose the $50 credit. So I paid this company $60 for air. This is the worst customer service I have ever received. This could have been handled so many different ways. Had I known I was going to be OUT $60, I would have exchanged the garlands for more glass ornaments OR maybe they could have given us the current coupon discount and not taken away all $50. Orders over $499 was a $35 discount. I feel completely ripped off and no company should be able to steal cash from you if you are not satisfied with the quality of a product priced as a high end product.

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4:23 pm EST

Balsam Hill wreath

I ordered a wreath for my door in December of 2017. The website page never showed a cord, and I thought I was purchasing a wreath with battery operated lights. I mean who wants a plug running up their door? When I got it, It had a regular plug. I had always heard good things about this company and how artificial foliage was their specialty so I didn't think I would have a hard time exchanging it for the correct one. Then disaster hits and I had to have emergency neck surgery so it sat by my front door until today. I call them and even offer to pay the return shipping to get what I need for next year. Only to hear from them that I called 30 days too late and they don't even have the item. What? I thought this company was a stable, year round company. I asked for a supervisor and was told since it was OFF Season, no one else was available. What a crock. They acted like one of these fly-by-night companies that only open at Christmas. I will always buy from a local store now, with REAL products, and with real people who have a heart.

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3:53 am EST

Balsam Hill please, ship my christmas tree asap

I ordered an Aspen Silver Fir Christmas tree at the beginning of November knowing how websites may work. Didn't know anything about this one, but I thought that ordering ahead of time would be a great idea.
Well, yes, actually, it is, but not on this website.
It looks great, by the way. Makes you feel how close the main holiday is. But the problem is that they haven't shipped the tree yet. I am very worried. 26 days till christmas, not sure it will arrive on time :(

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8:15 pm EST

Balsam Hill prelit christmas tree

Ordered a 4.5 ft prelit Christmas tree for my 82 yr old mother last year. I was feeling guilty since we had just moved her out of her house and into a 55+ apartment. I wanted to get her a high quality Christmas tree to try and make the new place feel more like home.

Tree worked fine last holiday season, but this year I go to set it up the second weekend in November and guess what, no lights. I called their Customer Service number and spoke to a very nice guy named Jeff who helped diagnose the issue as a faulty receiver box. He helps me troubleshoot the issue and says that he will request a new receiver box be sent out under warranty and it should be received in 3-5 days. 2 days later I receive a canned email stating that the receiver box is out of stock but i will receive an email when it's ready to ship.

I've sent multiple emails to their Customer service department which is basically outsourced to the Philippines and i've received no information other than the fact that the "receiver box" is still out of stock. I guess it's fine to expect my 82 yr old mother to crawl around on the floor and over furniture to plug in an extension cord to have 1/2 of the lights work.

I was a sucker and spend $350 on a 4.5 ft tree. My first purchase from Balsam Hill and definitely my last. I'll buy a clearance tree at Target or Walmart this year and it will probably perform better for a fraction of the cost.

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pobarjenkins
Minneapolis, US
Nov 29, 2017 12:29 am EST
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"I guess it's fine to expect my 82 yr old mother to crawl around on the floor and over furniture to plug in an extension cord to have 1/2 of the lights work."
I don't know why this is her only option. She could not turn on the lights or you could purchase a remote-controlled extension cord system for her.

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11:38 pm EST
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Balsam Hill 6.5 ft blue spruce xmas tree

Bought on 12/27/14.
Stored unopened for 2 years. Opened recently for Xmas now that we have a home. Product had inner branches and gaps . The inner branches were cheap substitute you would never even see on a Walmart tree for 1/3 the price. Cheap substitutes that don't look anything like a Blue Spruce.
The tree was in mint condition because I had just opened it, yet after contacting the company with pictures, the sent me a reply with how to properly store a tree . There was absolutely nothing about addressing the problem I wrote about. Just what others have gotten, double talk.
Here is what I wrote:
Dear Customer service,
Concerning order placed on
11/15/2014
Order#: 414911
Shipping to: Joel Martin

Not the quality one would expect form all the hype as being the most realistic.
This is NOT! Very avg tree for a lot of money. Bought in 2014 and never opened until yesterday because of all our moving and health problems. Was really excited to see this tree. Very disappointed. Some of the inner branches were filled in with cheap branches that were not a match for the Blue Spruce evergreen at all! I mean really?
The only positives were ease of putting up. That's all!
So, what can you do for me?
Thank you for your consideration
Joel Martin

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3:58 am EST

Balsam Hill Tree

If only I had researched this company before ordering. Although having said that, yesterday they deleted all the negative comments that so, so many people had made on their Facebook page.

Ordering fro them, really has been one of the worse customer service experience ever. They do NOT answer their phones. They do NOT answer any messages, DM via Twitter, PM via Facebook, emails etc.

I have never received a confirmation email or any communication from them regarding my order. Although, they were quick to take my money.

I still have no tree.

If you still decide to use this company, then pay by Pay Pal or Credit Card. At least you might get your money back.

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12:49 am EST

Balsam Hill Don't deal with them!!

I have ordered a Christmas tree from this website www.balsamhill.com because I saw many positive reviews about this seller, but I guess most of them were fake! I had a terrible experience with Balsam Hill and my order arrived completely damaged. I contacted them and asked for a refund and they said they need some time to decide what to do in my case. They said they will not refund me and promised to think of something else. How unprofessional, don't deal with them!

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10:50 am EST
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Balsam Hill Defective and Deceptive Tree

Paid a lot of money for this tree and when it arrived it was defective and looked nothing like the tree we ordered. All the company did was send us lights and told us to fix it ourselves. The 1st photo is from the web site the second is the one we received. This is a Fraser Fir.

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Update by JanetJ
Jan 22, 2015 1:39 pm EST

Today at 8:41 AM

We are disappointed with you and you company. I would not spend another penny on this piece of junk that we purchased. Shame on me for not opening this tree when it arrived in October and assembling our "Christmas Tree" I have never put up a tree in October in my life. Yes we screwed up and are paying the price for that but the remaining days I have left I will do whatever is in my power to ensure that everyone knows of your deceptive advertising and sub standard products. I will write everyone that sings your praises as advertisers and will socially show the pictures of our "Charlie Brown" tree. I would not even donate this abomination to a homeless shelter as I wouldn't want to further their despair. I purchased a taller tree for less from a local retailer, it is beautiful and has all the features of your stick tree and the lights work

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Alice_Hughes
Redwood City, US
Dec 26, 2014 8:02 am EST
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Thank you for letting us know about the issue, Janet J. We are very sorry to hear that your tree did not meet your expectations. Please confirm your Order ID by sending us an email to social@balsamhill.com so we can review your order and look into possible solutions for your tree.

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8:49 am EDT
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Balsam Hill Broken Product upon delivery: Wouldn't replace it

By far, the worst, most unbelievable consumer experience of my 50 years of life!
Ordered the tree and paid expedited freight so it would arrive in time to enjoy it for two-three weeks prior to holiday.
Upon arrival and setup, I discovered the whole bottom section of the white lights didn't work
Hours on phone while they had me check wiring of this pre-lit tree
The informed me they would send me strands of lights to wire onto the section myself.
Given that it was a 1200.00 "pre-lit" tree with colored lights AND white lights, I wasn't keen on having to wire yet more lights on a tree that is supposed to be pre-lit, while the broken lights remain on the tree for it's life.
I asked for replacement section or we would like to return the tree. They went to research and said they would call back. Never did. I called when we returned from Holiday and they then said it was too late to return the tree since it needed to be returned prior to Dec 25th. They didn't care that they failed to deliver a working product, or failed to return the call (which they acknowledged they didn't do), and the replacement section was scheduled for arrival in August. (yes, august). I was not interested. However, was required to pay to freight it back and had to absorb a 20-25% restock fee. Which thankfully AMEX took care of.

Strongly encourage people to avoid this company.

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Cindy3
, US
Oct 01, 2015 1:22 pm EDT
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When a product is received defective - it should be returned for FULL credit, return fees charged are unacceptable as well as restocking fees. - The consumer paid for the product in good faith - all taxes - shipping - etc, and they should receive a product that they were sold - esp. since the complaint was documented in COMPANY records prior to the return date of 12/25 that there was a problem. In this day and age of having to buy a lot of products are line - the consumer should have some protection against faulty items sold. Any company can make their product look like it is made from the finest materials and photo shopping can be used to enhance the appearance. I am from a small rural community in North Dakota and have to travel 150 miles in one direction for a community where I can shop - so I use the computer and have to believe what is presented in the representation of a product that I am going to purchase. I usually have to pay more for shipping and handling as well so getting charged return fees or restocking fees - I feel - is unfair. I keep looking at your trees and am extremely tempted (they are expensive) but if something is wrong - I do not want to argue with you when I need it addressed. Thank you - Cindy

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Alice_Hughes
Redwood City, US
Oct 01, 2014 4:08 am EDT
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Hi Tim, our sincere apologies for the product issues that you had and the customer service you received thus far. We have found your order, looked into your reported product issues and reviewed your conversation with our customer service team. Based on your records, the replacement part of your product will no longer be sent out since you opted for a charge back. The purchase amount less any applicable return fees is credited to your account as of June 30, 2014. For items returned and exchanged, our full exchange policy found here will apply: http://www.balsamhill.com/returns.asp. This is to cover the cost of receiving and inspecting items and completing the paperwork required for the refund to be processed. If you need further details regarding the amount of your credit, please feel free to email us at social@balsamhill.com. Thank you.

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1:09 pm EST
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Balsam Hill Breach of selling regulations

I bought a tree on the last day of a "Sale", ending on a Monday in early October at midnight. I went back to the website a couple of days later, only to discover that the same "Sale" was running but under a different name. Having looked at the website on numerous occasions since, I have not found a day when the 40% off "Sale" was not running. In my rush to take advantage of the "Sale" I did not do a web search for reviews: my mistake! There are several consumer websites (this is one) with dozens of complaints from customers unhappy about shoddy goods, appalling customer service, failure to honour warranties etc, etc.

On the face of it this appears to be a UK company. However, despite the .co.UK web address and a UK phone number this company is incorporated in the US, with a UK distribution centre.
I have spoken to the Trading Standards Office (UK), who have confirmed that their advertising (a continuous "Sale") and their terms and conditions do not comply with UK law but also that they cannot act against a US incorporated company trading in the UK. If you have a bum tree or the lights blow within the "warrantee" period, or the tree falls apart within the 10 year "foliage warrantee", the law cannot help you and Balsam Hill will not. If, however, you bought a tree costing £100+ and paid by credit ( not debit) card then your card issuer is jointly liable for the defective goods.

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1:40 pm EST
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Balsam Hill poor quality product, terrible customer service

This is the worst company I've ever dealt with. I spent over $1000 on an artificial tree. It was very complicated to set up, and I called customer support 3 times in the course of several hours to try to have them help me. Only one section of the lights would light up, but they gave me vague, generic answers such as "check the manual" and "look on our website for more detailed instructions". Do they think I would have called if I hadn't already looked at the instruction manual? After several frustrating hours I decided to return the tree. After it was boxed up and in my garage, only then did they decide they wanted to spend time troubleshooting with me before I could return it. I told them it was too late, I was not wasting any more time trying to get this tree to work, and I wanted them to pay the return shipping. I fought with them for weeks and got the run a round from everyone. Finally I spend $450 to return the tree! It was nearly half of what I paid for it. I never felt so ripped off and promised I would tell everyone what a terrible company they were and that nobody should buy their products. I have never done this before but I felt I had no option after all the wasted money and time. They actually had someone call me to tell me they couldn't refund me for shipping, but if I ever wanted to buy something from them again they would personally assist me. As if I would EVER buy anything from them! Please do not buy from this company, they are terrible and you will have nothing but aggravation and regret.

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3:21 pm EST
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Balsam Hill No order and no apology

I placed an order on 12/6. Got no confirmation so I e-mailed on 12/7. Received response 12/8 verifying my order and saying that my order had been shipped on 12/7. I called on 12/13 to find out where my order was and was told that my order was cancelled and the item was out of stock! How does an order go from "shipped" to "you're not getting one"? Insult to injury: I never even got an apology from either of the two agents with whom I spoke. I've seen better customer service at the dollar store.

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DP Ohio
, US
Jan 04, 2012 8:53 pm EST

Poor customer service and no support for defective lights even though they say the are warranted. They always come up with some excuse.

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11:10 pm EST
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Balsam Hill Defective Tree and TERRIBLE Customer Service

We noticed after about 5 hours of use that there were a strand of lights out...the $500 tree was likely Dead On Arrival and we just did not notice the broken lights earlier.

Customer Service (even my letters to the Found/CEO) refuses to pay for return shipping even after 5 phone calls and 2 emails to the CEO. They state only other option is to wait until their Warranty Service Department opens in February to get replacement parts! They want me to wait 60+ days for PARTS on a 5-hour used broken tree?! Then dig it out of the basement next summer, put it together with the new parts, test it, then box it back up in the basement, then open it again Christmas 2012 and see if it works still?! Moreover, they said I had to return it by Christmas 2011 (10 days from now) or I would not get a refund on my $500 tree purchase!

Writing Better Business Bureau and California Attorney General.

***Short of story: STAY AWAY FROM BALSAM HILL! ***

Google and read the other horror stories. There are even websites solely dedicated to Balsam Hill complaints!

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taracity
Winchester, US
Jan 11, 2011 2:44 pm EST

Avoid - product does not work and they will not replace the part. I wish I had seen this site before I bought the tree!

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C schumacher
, US
Jan 13, 2015 7:26 pm EST

Same experience, received a defective tree, one whole section did not light up, called customer service said they would send me a new section of the tree. Never received, called once a week, kept getting run around. I gave up and asked for a replacement tree. Only way they would send one was if I bought a new tree. Then I could send back the defective tree and they would issue a refund. Thank goodness I had the brains to say no, just let me return the defective tree and issue me a refund. Customer service rep said fine, I will email you a label so you can return the tree. Guess what, never received the label. When I called back again after a few weeks, I was told that I had exceeded the time allowed for a refund and could not return the tree. They will send me a replacement section of the tree in time for next Christmas. What a scam...DO NOT BUY ANYTHING FROM THIS COMPANY THEY ARE CROOKS

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4:28 pm EDT

Balsam Hill Poor customer service

This is the worst possible company you could ever consider doing business with regarding purchasing a Christmas tree. We are a very dissatisfied customer being added to the long list that seems to be growing with this company. There are numerous negative reviews, poor feedback and complaints about Balsam Hill

After spending almost $2000 on a Christmas tree at the www.balsamhill.com web site, it was put up for Christmas of 2009, just after New Years Day a complete set of several hundred bulbs went out. We called their customer support department and they suggested checking the fuses. We did that and found they had blown. Immediately upon replacing them they blew again. A third attempt, they blew again. It was obvious now that there was some kind of electrical defect in the light string.
We called Balsam Hill again and they said a member of customer services would call back. They never did. So we called them again and were then told they couldn’t do anything about it until February. We called again in February and were told somebody would call us back. They never did so we called our credit card company to file a chargeback. Balsam Hill responded to that by saying we should call them again. We did, only to be told that they may issue an RMA but it will take up to 3 weeks for somebody to get back to us to do that and only if they think it will be necessary.
It has now been over 3 weeks and we have heard nothing at all from Balsam Hill. Having called them today, only to get the run-around yet again. This time told that there is nobody available in customer services to answer and somebody would call back. Sure, we have heard that one before! It’s not going to happen. I asked if the person had ever seen all the negative reviews on the internet about Balsam Hill and of course she said she has never looked and when questioned, why not? She said she was a temporary worker. This company seems to have an answer for everything.
I would never recommend this company to anyone. They have zero customer service and just do not care. Their products and their company appear to be nothing other than a rip-off!

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networkgraphics
, US
Feb 06, 2018 4:31 pm EST

ddWhat a disappointing experience to deal with this company. Be warned.

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Anne Southard
, US
Nov 22, 2017 2:18 pm EST

So, ten years ago I ordered a Balsam Hill tree, and it was fine. Last year my mother ordered one and had nothing but trouble--it wouldn't light up and a new one didn't arrive. I thought that was probably an isolated incident, so this year, I ordered a replacement. Absolute junk. I don't know why they are now manufacturing and shipping junk, but DO NOT BUY A BALSAM HILL TREE. They are expensive, and they don't work. This new one won't light up, and this was the only weekend I have to decorate before being out of town for the next two weekends and then hosting a Christmas party. And that's if they actually send a replacement. They won't give me a date of arrival. AGAIN, DO NOT BUY FROM THIS COMPANY.

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Alice_Hughes
Redwood City, US
Nov 22, 2014 10:19 am EST
Verified customer This comment was posted by a verified customer. Learn more

Hi S Welch, we apologize for any unsatisfactory customer service you may have received. Your feedback is valuable to us as we improve our products and services. Please let us know how we can further assist you by sending us an email to social@balsamhill.com.

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Alice_Hughes
Redwood City, US
Nov 22, 2014 9:48 am EST
Verified customer This comment was posted by a verified customer. Learn more

Thank you for bringing this to our attention, Coastie65. At Balsam Hill, we strive to provide our customers the very best products and customer service experience and we apologize if you experienced anything less. Please let us know how we can further assist you by sending us an email to social@balsamhill.com. We would very much like to help resolve your concerns.

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S Welch
, US
Nov 21, 2014 10:29 am EST
Verified customer This comment was posted by a verified customer. Learn more

I found that this company is impossible to work with - they would never respond to the real problem only sending the same reply over and over which I am sure was just some sort of auto reply in their system. They do this to simply wear people out, hoping they will just go away - as a consumer reading all of the complaints, they need a management change. As for me I would NEVER order anything from them.

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Coastie65
Henrico, US
Nov 21, 2014 8:43 am EST

I have been going through these various complaints. It is a shame a company that operates in theis manner is allowed to remain in business. I too have my problems with them, but for an entirely different reason. I have no idea of the quality of the product as it hasn't been unpacked as yet. In my case, I made the mistake of ordering online rather than by phone. The software that is used in the checkout process is flawed and you can end up with multiple orders. There is no confirmation that your order has been completed and ends with what they call a capcha that you have to duplicate the figures. This is normally used in the case of Voting to prevent someone to use a vcomputer to cast multiple votes. If you do not match the figures ( it happens ) normal it will tell you and reset them for another try. In the case of this site, you are taken to another page telling you that it wasn't correct and to try again. Hitting the back button will not take take you back to that page. It will take you to an empty cart. The logical thought is that the order failed because of the missed capcha, so you go through the process again. The fact is, everytime you do this, you are placing another order. I discovered it and tried to cancel the order, but there were no provisions to do so, so called customer service ans was eventually told that it couldn't be done. The second person I talked to, told me not to refuse the second tree as there woulf be a $75 refusal charge plus the return shipping fee. I was told to just hold it for 30 days then I could return it. That was total B.S and I knew I was being scammed. Had I done that, they would have said that it needed to be returned in 30 days and I have gone beyond the alloted tiime for returning it. You will get hit with additonal charges trying to return the additional tree(s). I only had two orders that ended up getting placed and have been in contact with someone who wanted one tree and ended up with 4 orders and went through the same thing I am going through trying to return the unwanted trees. From what I have seen online, it would seem that a class action is in order and am seriously considering it. As for the BBB A+ rating and the good reviews you see online, that is probably due to shills being used and not actual customers. Companies will do this to offset the bad reviews. Barring that, they will just remove bad reviews. That in and of itself is deceptive. From what I've seen, it appears that most are just trying to get their issues resolved and then move on. I want to get my issue resolved, but from what I'm seeing this company is operating in a criminal manner, and I don't think it should be let go. I placed my order this past Saturday ( Nov. 15th ) I did recieve a return Authorization last night, BUT I will be responsible for any other fees incurred. As I told them, I am not someone to be trifled with and I AM seriously considering legal action as I think it is warranted. This was not my first company of choice. I was looking at one at Tree Time. The reviews are good and the products look good. They sold out of the tree I wanted, and I had seen the ads for Balsam Hill. I checked them out and found a tree very close to the one I was looking at and at about the same price and decided to order one from them. As I said, I have yet to unpack the tree aso I don't know if I have a tree or junk. This is primarily about the company itself. Be advised, in case you haven't noticed, these trees are made in China. Their QC may be suspect, but even so, they can get damaged in transit. I build custom Computers so order a lot of parts. It is rare, but you will get a defective part at times. It is an inconvenience, but you call customer service, tell them the part is defective and you like to exchange it. No problem, They give you and RMA # and you are good to go. There are cases when you decide that you want to use something else after you have ordered. They will gladly RMA it and send you what you want. If the replacement is more, you will get charged the difference. If it is less, then you will get refunded the difference. That is the case with any decent Company. They value thier customers. This company does not.

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Alice_Hughes
Redwood City, US
Nov 03, 2014 2:37 am EST
Verified customer This comment was posted by a verified customer. Learn more

Hi S Welch, thank you for taking the time to bring this to our attention. We are very sorry to hear that you were not happy with the service you received from us. Currently, our BBB rating is at an A+ as we have made every effort to resolve any consumer complaints. We have forwarded your feedback to the appropriate department for further development of the customer experience. Please let us know if you have further concerns so we can have them immediately addressed by sending an email to social@balsamhill.com.

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S Welch
, US
Oct 29, 2014 8:15 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I had a very bad experience with this company, and tried many times to get it resolved. Finally in the end thanks to the BBB it was resolved, I am thankful to the BBB because without them nothing would have happened. I would never order from Balsam Hill - they have no customer service and are not truthful at all. This is a BAD company to do business with.

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Alice_Hughes
Redwood City, US
Oct 29, 2014 2:16 am EDT
Verified customer This comment was posted by a verified customer. Learn more

We’re sorry for the experience you’ve gone through thus far, bfarm. Thank you very much for taking the time to reach out to us. Please let us know how we can help by sending in your Order ID to social@balsamhill.com. We would also like to review the specifics of your order and hopefully provide you with possible options. Thank you.

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bfarm
Allen, US
Oct 11, 2014 11:21 am EDT

DO NOT ORDER FROM THIS COMPANY! On Sunday afternoon, I ordered a Christmas tree, then almost immediately changed my mind after finding TONS of negative reviews - most from the BBB. Within one hour of purchasing online, I emailed to cancel (no telephone help is available on Sunday). Within a few hours (on Sunday evening), I receive an email response indicating that they could not cancel my order, it was already being processed. I called first thing Monday morning, was told my tree had shipped, but they could not give me a tracking number so I could refuse shipment - they said they did not yet have the tracking number. The only way for me to get the tracking number was to call them back each day to see if they had it yet. Of course they did not. The tree arrived late on Thursday. I refuse to open the tree, and am attempting to ship it back to them, however, I must contact them - during business hours - to get a return shipping number. I read the policy beforehand and understand that I am on the hook for the return costs. I just want this thing out of my house and Balsam Hill out of my life! It is working out just as all Customer Service reviews I have read said it would. DO NOT PURCHASE FROM BALSAM HILL!

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