Balsam Hill reviews and complaints 5
View all 58 complaintsBalsam 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!
Balsam Hill - POOR CUSTOMER SERVICE / DEFECTIVE PRODUCTS
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!
The complaint has been investigated and resolved to the customer’s satisfaction.
Could not agree more, this is one poorly operated business with no structure and support. How can ELLEN and OPRAH photos be associated with this company? These guys must be clueless or at least I hope so! This was actually a selling factor for me! The structure must be hidden! One cannot find a representative that can assist you without sending your requests to another department, all supervisors are always busy, ((( 30 phone call experience here ))), they can however take your credit card number and make false promises.
First of all I ordered there best tree... an Estate Fir 12 ft tall with a 75 inch base. This is a $3000 dollar tree. Paid extra $300 plus on November 29 for second day Fedex and was told the tree would arrive on Saturday. If this could not happen, told the girl I did not want to order the tree. Was put on hold for few minutes, then assured this would happen. I finally received the tree on December 5th, we can all do the math. Then Immediately contacted the company every day to report the shipping delays, hence on the 1st, 2nd, 3rd and 4th. On the 5th of December I called to say the boxes had been dropped off, no one signed and that 3 of the four boxes had been opened. The First section of the tree measured 60 inches, the Second section measured 68 inches. Woah, I stopped and called for the 7th time, inclusive of the order, to be told that I would have to wait 7-10 days for someone to get back to me to send me another tree. As one could imagine I did not take this and was livid! I needed the tree for Christmas not Easter. No problem, just have to return the tree, they sent me the RMA and address on the December 6th. *** ( Note this tells me someone can make a decision and respond ) *** WRONG! The NightMare continues! Take the boxes back to my mail center to find out that the shipping will be around $1200 for a tree that I did not order due to the wrong dimensions, the second section was also damaged, and the other boxes 2 and 3 of four looked to have been repacked as well. Only one of the four boxes had never been opened. Basically I just got someone else's return problem. I call Balsam Hill from the shipping office to be informed about their shipping policy. This is the fine print, not the one that says 100% return satisfaction garuntee. WOAH! I then called AMERICAN EXPRESS filed a complaint, then transferred over to customer service representative for further assistance. Am-Ex contacted Balsam with me on the line and listen to the complaint. Needless to say, after about 45 minutes we got the shipping down to $50 per box, $200 total. A few hours later Jody called me back and further reduced the cost to $50. GREAT this is finally coming to an end. WRONG AGAIN! I get a call today December 14th to find out if I received my email containing the labels. Of course there is NO such email. Had this address for 20 years, get 50 plus business emails per day from all the world and never a problem! The lady says she can give me the label numbers over the phone, thinking ok, lets try. I call Fedex and they try using the numbers which are not tied to any account, have no recipient or sender. Basically useless! The lady tells me to call back if I have a problem. I do so and of course get someone different, she isn't available, and this lady is going to resend them right away and asks me to call back to confirm in the next 15 minutes. We'll she forgot to tell the next two people I talked to. Again, she is no longer available and the first guy is more useless, I have to hang up and just call right back. I get a lady who tells me its been sent back to another office and I should get a reply tomorrow, December 15th.
I would strongly suggest NOT buying anything from this company. I agree with the others above, they need to be shut down. OPRAH and ELLEN should dedicate a program for this. Let them try to order under another name, see what they get and try to something about it. People should be careful about endorsing companies. I am from a family business of 47 years, others up to 25 years and have had very few complaints, but never left one unanswered and fairly resolved each and every one personally. My moto was the customer was always right! Hey, i just got a phone from the owner of a vineyard making sure my order was correct, thanking me, ect... YES THE OWNER! I as an owner of my business do EXACTLY the SAME THING!
Balsam Hill in my opinion is NOT a trustworthy company, there product is NOT superior, in fact cheesy, there is absolutely no customer service or moral obligation felt needed by these people. STAY AWAY! Search for a Chicago based company 50-70 year old company, can't remember the name off hand, but bought 3 or 4 large trees from them over the last 30 years, they were just out of stock this time. Now, I know why...
This is one of the worst e-commerce retailers out there. They just don't care about their products or their customers. I spent $2000 on a 12' tree from Balsam Hill. It arrived defective and has continuous lighting problems. This year more than 2000 out of the 4000 light bulbs do not work. Balsam Hill just says, oh well, you have to do maitenence now and again. The tree was bought at the end of 2009. Its in its second season this year. Balsam Hill is full of excuses and promises to call you back or send spare parts. Its all false promises. Once they have your money they just don't care. The Better Business Bureau shows dozens of complaints about Balsam Hill. Actually, all you have to do is Google the words "Balsam Hill Complaint" or "Balsam Hill Reviews" and you will find hundreds of unhappy customers. One customer has a dedicated web site called www.balsamhillsucks.com ! Please, do not but a Christmas tree from Balsam Hill. It will be the worst experience you have. Its a shame the recession didn't wipe-out this shady outfit!
Balsam Hill - Stuck with a xmas tree that won't stand & doesn't fully light
I ordered an artificial tree from this company on line. It arrived promptly, however upon opening & trying to assemble the tree on Thursday, we discovered that it did not fit into the stand. I immediately called "customer service" which the web site states is open 24 hours. I spoke with the company rep who after taking all my order info said that she would send an email to "customer service" and they would get back to me within 48 hours. As she admitted, she is merely an order taker & can be of no help in addressing any problems. Upon my response that 48 hours was an unacceptable wait given this 9' tree was sitting in pieces through out my living room & huge boxes sit in my entry way, she said she would do the best that she could but could make no promises. I called 2 times on Friday, but was not allowed to talk with anyone who could actually do anything. Someone from customer service called me at 6 PM on a Friday evening when I was not there, and left a message asking for further information & to call her back, despite the fact that I had already given all the necessary information to all of the prior reps, but it didn't seem to be documented. So I have now spoken to 4 people, yet nothing has been done to rectify the problem. I finally get through on Saturday morning only after getting fairly belligerent. After a barely 2 minute conversation, it is determined I need a bigger stand. However, the stand cannot be shipped on weekends, so the best they can do is to send Monday for a Tuesday arrival. When I object & ask if I can count on the rest of tree working when we do get this stand, she suggested I check the various sections to see if they work before I decide whether to return the tree & assured me that I would be able to get through to her, that she would make sure of it. Well, I have now been waiting on hold 40 minutes so far (& only after I was told that "she isn't in today")to tell her that in addition to one stand, one section does not light properly. I have never dealt with such an unprofessional business in my life. I am sitting in my messy, undecorated house on hold when I should be decorating the tree, baking, cleaning up for our upcoming holiday guests or even shopping, but I am stuck waiting on hold to tell them that this tree is going back, since I have no faith that it will be in working order when the correct, functioning pieces arrive. So now, I have to pack this thing up, ship it back (& wait up to 30 days for a refund) & go out & get a real tree. They obviously have no respect for their customers & no particular concern for quality control of their product.
The complaint has been investigated and resolved to the customer’s satisfaction.
I tried doing business with Balsam Hill for the first time this year. Big mistake! Ordered the Tannenbaum Tree (set of three) which was all suppose to come in one box, they said. The box came with three mismatched tree parts and three metal stands. All other branch pieces were not included. Also the quality of the foliage is most disappointing - very cheap looking. I spoke to Kyle in their customer service department who was rude and lecturing. He said if I returned the partial order shipping would be at my expense - a minimum of $50.00! He said if I wanted the rest of the pieces to complete the order for which I had paid in full, I would have to email a total of six pictures of the items and the box. Don't order anything from this company! If you are disappointed in the quality you receive, it will cost you plenty just to return it.
This is one of the worst e-commerce retailers out there. They just don't care about their products or their customers. I spent $2000 on a 12' tree from Balsam Hill. It arrived defective and has continuous lighting problems. This year more than 2000 out of the 4000 light bulbs do not work. Balsam Hill just says, oh well, you have to do maitenence now and again. The tree was bought at the end of 2009. Its in its second season this year. Balsam Hill is full of excuses and promises to call you back or send spare parts. Its all false promises. Once they have your money they just don't care. The Better Business Bureau shows dozens of complaints about Balsam Hill. Actually, all you have to do is Google the words "Balsam Hill Complaint" or "Balsam Hill Reviews" and you will find hundreds of unhappy customers. One customer has a dedicated web site called www.balsamhillsucks.com ! Please, do not but a Christmas tree from Balsam Hill. It will be the worst experience you have. Its a shame the recession didn't wipe-out this shady outfit!
This is one of the worst e-commerce retailers out there. They just don't care about their products or their customers. I spent $2000 on a 12' tree from Balsam Hill. It arrived defective and has continuous lighting problems. This year more than 2000 out of the 4000 light bulbs do not work. Balsam Hill just says, oh well, you have to do maitenence now and again. The tree was bought at the end of 2009. Its in its second season this year. Balsam Hill is full of excuses and promises to call you back or send spare parts. Its all false promises. Once they have your money they just don't care. The Better Business Bureau shows dozens of complaints about Balsam Hill. Actually, all you have to do is Google the words "Balsam Hill Complaint" or "Balsam Hill Reviews" and you will find hundreds of unhappy customers. One customer has a dedicated web site called www.balsamhillsucks.com ! Please, do not but a Christmas tree from Balsam Hill. It will be the worst experience you have. Its a shame the recession didn't wipe-out this shady outfit!
I had the same problem but it was with a Costco tree from years back. Through recommendation of my husband who saw it online we got a Tree Classics tree. I've had the tree since 2006 and haven't had a problem with it yet. I had a random light out but thats normal so overall I'm very pleased. Their site is www.treeclassics.com. You get what you pay for, I guess. Well, in most cases!
Balsam Hill. I bought the "best" tree they had to offer...the 9' Aspen Silver Fir. This thing cost a fortune, look it up! I got the multi and clear lights with remote. The needles are fairly lifelike, but not for the price. The branches all mount in perfect circles around the trunk...no staggering...and you can easily see this when sitting down (not as obvious from a standing position, but for this price!?!). Made in China, and it shows. The mounts for the branches appear to be flimsy and may easliy break off, and from the customer service complaints, I've seen online, I have no faith in their Warranty. The remote controll and controller apear plasticy and cheap. The wires for the lights are just wrapped around the branches, not hidden inside. In my opnion, someone is making alot of money marketing a highly marked up marking up Chinese product. Now I have to foot the $120 bill to ship it back. Balsam Hill.
Totally agree! I bought a $1229 tree on 11/13, had it in 2 days. Had broken stand, pins missing that secure branches, balls of excess wire wrapped up & wired to branches, branches not in slots but wired to other branches with not enough slack to put in proper slot holders. Customer service was great in November, got to know people by first names, especially "Jean" who told me to return the tree. They paid to have the tree shipped back (agreed it was a "lemon"). Received at their warehouse on 11/29. It's been almost 6 weeks and I still haven't received my credit yet. Called many times in December, asking "Jean" (cust. service rep) to return my calls but has not. Sales dept. who cannot do anything said even they cannot reach customer service dept. which is "downstairs" from them (according to one sales agent). On 12/26 was told that I could not speak to customer service, Jean was not available. On 12/28 I was told that "all credits would be issued next week." On 1/2/08 I was told that I should have gotten my credit by now. On 1/4/08 I was told that "Loreen" would "escalate" my request for my refund. They are supposed to issue credit within 30 days from when they received the returned item. It's well beyond that now. I have 30 days after their 30 days, to file a dispute and they are eating up my time by giving me every excuse in the book. I'm also going to file complaints with the atty. generals office in my state and Better Business Bureau. Balsam Hill is obviously making a ton of money on interest that belongs to their customers. Something needs to be done about it.
I absolutely disagree. When you purchase an item and it clearly states you have a timeframe for returns, that should be end of discussion. I cannot see why people think there should be exceptions... if an exception is made for each little issue, why would companies even have a return policy?
We purchased a tree in August from Balsam Hill. We moved into a new home and the tree is too large for our space. When I first contacted Balsam Hill for an exchange, the person emailed me back and informed me they do not do exchanges but I could return the tree within 30 days of purchase and before December 25. I had included my order number with the message so I assumed she knew that I was past thirty days, but before December 25. She asked if I wanted a return authorization. I sent a note back saying YES.
When I got no response I called the Customer Service line. That person told me (she immediately said you are past thirty days) that they do make exceptions to the return policy and the person I had been corresponding with had the authority to make that exception. She took my name and phone number and told me Angie would call me the next day. No one called, but Angie sent me an email saying "upon further review you are past the 30 days, no return." I sent a message back asking for consideration, some options because I had a tree that I could not use. The message came back no - but happy holidays.
I then sent a letter to the CEO Thomas Harman via overnight courrier asking for consideration - an exchange for a smaller tree, a 3/4 or 2/3 refund, something! So far no response. So much for Customer Service. I will never purchase a product from Balsam Hill again nor will I recommend them. To the contrary I will tell everyone I can not to buy from them.
Balsam Hill - Customer service direction leaves product unusable!
On July 20, 2007, I contacted Balsam Hil Christmas Tree Company via the internet to purchase a Norway Spruce, 9-ft full 79", with Color+Clear lights. The purchase price was promptly billed to my credit card. It was delivered on time as indicated by the shipper with no visible damage evident due to shipping. Because it was seasonal merchandise, the boxe...
Read full review of Balsam Hill and 16 commentsBalsam Hill - Deceptive advertisement!
I ordered an artificial Christmas tree from this company, being impressed with the photos and info. given in what to look for in purchasing an artificial tree. The tree that arrived at my home looked nothing like the photo representation. Balsam hill says that no wires or pole would be visible, NOT TRUE! I sent this company an e-mail with enclosed photos of my tree (major gaps, exposed wires, poor shape and fullness) compared to their advertised tree and told them I was returning the tree but did not feel that I should pay the return postage due to what I felt was deceptive advertising. I got a reply, the standard form I'm sure, that did not address my specific complaints, but did say the return postage was still my responsibility. I will never order a large item like this, sight unseen again.
Purchased tree on Sept 9 . Continually watched shipping information from China . No shipper had information on tracking .
Supposedly on Oct 3 it was out for delivery and signed for . However no tree was ever delivered or signed for .
Order number was [protected]
Tracking. Number AS029591986C CC Nz
Trying to post pictures but not able
Quality, imagination, taste and style all included. It just doesn't get any better than Balsam Hill!
It just doesn't get any better than Balsam Hill!
the lighting system is a night mere no one to give you info nothing horrid
This is a nightmare of a company to deal with. I have personal experience of buying a 12' tree from Balsam Hill at a cost of around $2000. The biggest mistake I made last year. Once you have bought your Christmas tree from them it all goes downhill from then on. Lights burn out and whole sections stop working. They have very little technical support and customer service is there just to blow you out. That's if you are lucky enough to speak to anyone. They always seem to have some kind of excuse and are happy to tell you that you will get a call-back. You never do. The light bulbs on their trees are unique to them so when you get a problem you have to try (and 'try' is the key word) to get replacements. That doesn't happen. If you attempt a credit card chargeback they place your file on an internal blacklist because they moke note about everything. They have the nerve to say their customer's are rude, when that is not true. Balsam Hill is a shady outfit. The internet is full of negative reviews about this company. Just go Google the words "Balsam Hill Complaint" and you will see dozens of complaints. The Better Business Bureau has them listed with over 50 recent complaints. Even the Facebook page of Balsam Hill is full of unhappy customers (until they delete the comments). My advice is to stay away from Balsam Hill and their web site www.balsamhill.com because their products are nothing but trouble. One of their customers has even built a web site about them warning others to stay away.
Balsam Hill's website is a total misrepresentation! They state that if you purchase prior to 12pm ET the tree is sent out same day. After 12pm it is sent out next day. Well...I ordered a VERY expensive tree 4 days ago and it still hasn't shipped out. Today I get an email stating it's going to be another 1-2 days! I based my purchase on the information given on their website. When I called customer service today to find out why my tree hadn't been shipped I get perky "Kristen" on the phone who tells me "I have GREAT news for you...your tree is on the Fedex truck!" I ask her what my tracking number is she proceeds to tell me that "they haven't given her a tracking number yet". What? How can it be on the Fedex truck without a tracking number? I get a long story about how Fedex picks up the tree and has to scan it and then they send BH the tracking number who then forwards it to me. Do they think I'm stupid? Balsam Hill is the one who initiates the tracking number and then Fedex comes to pick up the package! She tells me I will have my tracking number by the end of the day which, of course, never came. So now they are just lying to customers. I called customer service again this evening and this time I get Carlos (because you can never speak to the same person twice). I requested to cancel my order because I'm not going to wait another 2 days for my tree to possibly ship out and he informs me that my order cannot be cancelled. I speak to him for over 20 minutes only for him to tell me there is nothing he can do for me. My only recourse is to wait for the tree to be delivered, call them for a return authorization and then pay $25 PER CARTON to return it! I told him it's not fair that I have to pay ANY money to return it when they are not abiding by their own business practices! What happens next? He puts me on hold to speak to his supervisor and he hangs up on me! Guess he got tired of telling me he couldn't do anything for me. Word of mouth...I will tell everyone that will listen what a crap company this is! Oh yes...the website also displays a map that shows transit time to my state is 1 day...that is until customer service told me that it takes anywhere from 5-7 business days! Can you say MISREPRESENTATION?!?!
Hi tinkodaat349, please accept our apologies for any delay this has caused. Please send us your Order ID through social@balsamhill.com so we can review your account details and follow up on your refund. Thank you.
It has been over 60 days since I returned the unopened box with the tree. I had buyers remorse the next day and emailed a cancellation but they said it was too late to cancel. I have the 50 bucks shipping being taken out but am still waiting for my half grand refund. I thought I could cancel within 3 days and emailed them about that but they sent me a form letter citing the exception to the 3 day refund law. They told me I have to wait for them to examine the tree for possible damage before I can have my money. I never unpacked it as I said so they are just dragging their feet and making interest on my money. Do not buy from this company.
This is one of the worst e-commerce retailers out there. They just don't care about their products or their customers. I spent $2000 on a 12' tree from Balsam Hill. It arrived defective and has continuous lighting problems. This year more than 2000 out of the 4000 light bulbs do not work. Balsam Hill just says, oh well, you have to do maitenence now and again. The tree was bought at the end of 2009. Its in its second season this year. Balsam Hill is full of excuses and promises to call you back or send spare parts. Its all false promises. Once they have your money they just don't care. The Better Business Bureau shows dozens of complaints about Balsam Hill. Actually, all you have to do is Google the words "Balsam Hill Complaint" or "Balsam Hill Reviews" and you will find hundreds of unhappy customers. One customer has a dedicated web site called www.balsamhillsucks.com ! Please, do not but a Christmas tree from Balsam Hill. It will be the worst experience you have. Its a shame the recession didn't wipe-out this shady outfit!
Ive personally set up several of these trees and know that these trees look great...As long as you spruce up the trees first. This means use the gloves (provided in the box), and fluff and shape the branches. This is a little work the first time you set up the tree, but the sebsequent years are much easier. Ive given these trees as gifts, and everyone who gets them likes them. I also own a vermont white spruce and havent had any problems with it either. I think if anything its your expectation that this artificial christmas tree should sing and dance too. Well, sorry to pop your bubble...its just an artificial christmas tree (although much nicer than their competitions), so lower your expectations.
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