Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 7.5 feet tall Vermont white spruce tree and dozens of Christmas decorations for a total amount of $5,113.92.I purchased all of the items on Black Friday, given discount 40% off. The next day a new promotion was placed with Cyber Monday deals for 50% off. I requested for a price match but they said they couldn't do it. But I could return all the items and place the order all over again.One of the boxes contained ornaments that broke in transit. I took pictures right away as I opened them to document my experience.I also bought 3 stocking holding lanterns, one of each type, and the Barn lantern came broken, and the LED lights wouldn't turn on.I reached out to their support and after spending about an hour in chat explaining what happened and providing the pictures I took, they agreed to replace the broken items but attempted to charge me return fees. I refused and complained to *********, the customer service rep, mentioning again that the items were broken in transit. After some back and forth He agreed to refund me the lantern so I can place the order again, and exchange the entire set of 35 ornaments since they wouldn't exchange the broken ones. I ordered the lantern again and some additional outdoor decorations. I bought a $500 dollar charged LargeNaturalOutdoor Lit Wire Cone Trees, Set of 3 that came with 8 detached pieces that had to be assembled and secured by zip ties. Each component had 3 contact points to secure. They sent me 9 zip ties instead of 15 to safely secure all the components to avoid any flying or coming undone. I asked for more zipties and they said they don't provide them. They instead directed me to drive to a BH store 30 miles to ask for assistance.I bought 3 sets of ornaments, 2 of them 70 piece set and the third one was a 35 piece set. The website said it was blown glass, hence would justify the hefty price. When they arrived, the quality was poor and it looked like thin plastic glued together. This is ridiculous.

  

  Business Response

  Date: 12/13/2023

  Hello,
  Thank you for forwarding the customer's ******************** complaint to us here at Balsam Hill. We're sorry to learn about how they feel their concern was handled and we apologize for the inconvenience. As per review, we see that we have refunded three out of the four Outdoor North Pole Express Pathway light sets they ordered, as well as replaced the Lantern Christmas Stocking Holder which has since then been delivered early December.

   

  We request the customer to contact our **************** channels if they need any additional assistance.

   

  We're looking forward to hearing from them soon.

   

  Balsam Hill ****************

  Customer Answer

  Date: 12/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/01/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Details selling Christmas trees through Balsam Hill for discount prices.

  

  Business Response

  Date: 12/04/2023

  Hello,
  
  Thank you for forwarding this BBB complaint to us here at Balsam Hill. We're sorry to learn about what happened. We have attempted to find more information about this customer's order and experience, however, we have not found any records of any orders under their name and email address. There are no records of calls, emails, or chats under their contact information as well. This leads us to believe that they might have ordered from a different store.
  We request for them to please send us the website address where they placed the order as well as the ******** page that was advertising it so we can take steps to report the pages.
  
  We'd like to ask you as well for the following information:
  -Do you have the *** (or address) of the false site/social media page?
  -Were you searching for Christmas dcor at the time? Or specifically Balsam Hill?
  
  We'd like to let you know that orders from Balsam Hill typically begin with a "J" or "Y" and are considered valid when processed on www.balsamhill.com, our official Amazon selling page, or our phone hotline.
  
  For your reference, below are our official website and social pages:
  www.balsamhill.com
  www.facebook.com/balsamhill
  www.instagram.com/balsamhill
  www.tiktok.com/balsamhillofficial
  www.twitter.com/balsamhill
  www.pinterest.com/balsamhill
  
  We are aware that some websites and social media accounts use Balsam Hills images, logo and/or brand name to mislead individuals. We take this very seriously and we work with a leading vendor to help us detect and remove online impersonators and others who use our intellectual property online without license, and we have designated several members of our internal team to help manage this process and report issues for takedown.
  
  Please feel free to get in touch if you have any questions or concerns
  
  
  Balsam Hill ****************

• Initial Complaint

  Date:11/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got scammed $29.98 They sent me confirmation, and tracking number, said it was shipped. When I tried to track it kept coming up copy to clipboard. So when I bought up my account it showed all the shipping dates with a lot Chinese symbols

  

  Business Response

  Date: 12/01/2023

  Hello,
  
  Thank you for forwarding this BBB complaint to us here at Balsam Hill. We're sorry to learn about what happened. We have attempted to find more information about this customer's order and experience, however, we have not found any records of any orders under their name and email address. There are no records of calls, emails, or chats under their contact information as well. This leads us to believe that they might have ordered from a different store.
  We request for them to please send us the website address where they placed the order as well as the ******** page that was advertising it so we can take steps to report the pages.
  
  We'd like to ask you as well for the following information:
  -Do you have the *** (or address) of the false site/social media page?
  -Were you searching for Christmas dcor at the time? Or specifically Balsam Hill?
  
  We'd like to let you know that orders from Balsam Hill typically begin with a "J" or "Y" and are considered valid when processed on www.balsamhill.com, our official Amazon selling page, or our phone hotline.
  
  For your reference, below are our official website and social pages:
  www.balsamhill.com
  www.facebook.com/balsamhill
  www.instagram.com/balsamhill
  www.tiktok.com/balsamhillofficial
  www.twitter.com/balsamhill
  www.pinterest.com/balsamhill
  
  We are aware that some websites and social media accounts use Balsam Hills images, logo and/or brand name to mislead individuals. We take this very seriously and we work with a leading vendor to help us detect and remove online impersonators and others who use our intellectual property online without license, and we have designated several members of our internal team to help manage this process and report issues for takedown.
  
  Please feel free to get in touch if you have any questions or concerns
  
  
  Balsam Hill ****************

  Customer Answer

  Date: 12/03/2023

   
  Complaint: 20936152
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/28/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 christmas trees on Nov 1st.. on the website it said 2 to 3 business day shipping with ******* i did not got any information until 2 weeks later that they were shipped. I tried to contact support but no response. I kept tracking the order and it was with something called Sprinter and the results are in Chinese. I checked again yesterday it said delivered to my zip code on Nov 26 (sunday). I ****** translated the response it said that i was delivered and signed for. The shipment never came to my address, no one in my house hold received or signed for anything. I am contacting support but i get no response by email and the phone line is not in use. They are a fraudulent company

  

  Business Response

  Date: 12/01/2023

  Hello,

   

  Thank you for forwarding this BBB complaint to us here at Balsam Hill. We're sorry to learn about what happened. We have attempted to find more information about this customer's order and experience, however, we have not found any records of any orders under their name and email address. There are no records of calls, emails, or chats under their contact information as well. This leads us to believe that they might have ordered from a different store.

  We request for them to please send us the website address where they placed the order as well as the ******** page that was advertising it so we can take steps to report the pages.
  
  We'd like to ask you as well for the following information:
  -Do you have the *** (or address) of the false site/social media page?
  -Were you searching for Christmas dcor at the time? Or specifically Balsam Hill?
  
  We'd like to let you know that orders from Balsam Hill typically begin with a "J" or "Y" and are considered valid when processed on www.balsamhill.com, our official Amazon selling page, or our phone hotline.
  
  For your reference, below are our official website and social pages:
  www.balsamhill.com
  www.facebook.com/balsamhill
  www.instagram.com/balsamhill
  www.tiktok.com/balsamhillofficial
  www.twitter.com/balsamhill
  www.pinterest.com/balsamhill
  
  We are aware that some websites and social media accounts use Balsam Hills images, logo and/or brand name to mislead individuals. We take this very seriously and we work with a leading vendor to help us detect and remove online impersonators and others who use our intellectual property online without license, and we have designated several members of our internal team to help manage this process and report issues for takedown.
  
  Please feel free to get in touch if you have any questions or concerns
  
  
  Balsam Hill Customer Service

  Customer Answer

  Date: 12/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

   

  Hi there,

  Thank you for your response and I really hope you take serious action against those people. I was lucky that the amount is not big however I reported to my bank and cancelled my credit card just incase. 
  

  I noticed that I was a victim of catfishing and the email address and even the *** do jot match the ones you sent. I did get them from a ******** ad that I am unable to find at the moment. They are using your name heavily so when searched for reviews and trust your pages show. I really hope you address  this matter for your own sake and customer trust.

  Thanks,

• Initial Complaint

  Date:11/28/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have two trees with incandescent bulbs. They are proprietary to Balsam Hill and we cannot get replacement bulbs. These are expensive trees and very nice. Told by customer service that they were phasing out incandescent bulbs and there was nothing they could do. Many customers are looking for bulbs customer service said. No other place has them.We need bulbs. Clear, multi and the clear and multi master bulbs. Don't leave your prior customers hanging like this! Thanks for your help. ****

  

  Business Response

  Date: 12/01/2023

  Hello,

   

  Thank you for forwarding ** this BBB complaint from this customer. We have checked our records for any orders or contacts, emails, chats, and calls under their provided name and email address and unfortunately, we have not found any at this time. We request for them to contact us via email at ********************************** and to provide their order number, name, and email address used to place the order and to mention the BBB complaint ID so we can properly assist them. Balsam Hill Trees are covered under 3-Year Lights and Foliage Warranties and it may be that their warranty is already over. For this, we may be able to send them light strands or bulbs as a one time courtesy, depending on availability.
  
  We look forward to hearing from them soon.

  Customer Answer

  Date: 12/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a prelit 28inch wreath on December 3, 2022. Half the wreath is brightly and appropriate lit. The other half is dim, weak and starting to flicker. **************** will only offer to give me a discount on a new product. I think I am owed a full refund or replacement. I did all the troubleshooting steps and nothing changed. There is no record of my transaction in my account on line, but they have the record of it in customer service. I offered to send my wreath back to them in exchange for a new one. I am a longstanding customer and feel this is not right.

  

  Business Response

  Date: 11/29/2023

  Hello,

  Thank you for forwarding this customer's complaint to us here at **********************. We're sorry to learn about how this concern was addressed on our end. We confirm their order information record is intact and was made on 12/3/2022 for a Balsam Hill Wreath. They contacted us on 11/28/2023 via email to report that the wreath's lights are half bright and half dim. Since it has been almost a year since the wreath was purchased, this order is no longer under the 30-Day Premium Guarantee: ****************************************************************. We are no longer able to replace or exchange this wreath. However, we would like to offer them a one time courtesy shipment of light strands that they may use to restring their wreath. They may reach out to us via a new email message to ********************************** and mention the BBB complaint ID ********. We will need them to email us their current shipping address for us to be able to ship the courtesy light strand.

  We're looking forward to their email.

  Balsam Hill Customer Service.

  Customer Answer

  Date: 12/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family bought a tree in 2020. Stored the tree brought it out in 2021. **** didnt work, took them almost a year to send a new one out up the replacement tree in 2022 , put it away. Got it back out this year and again it doesnt work. Now they are trying to pass the buck and telling me its not their issue. The lights are twinkly lights, but I didnt buy the lights from twinkly they came with the tree I bought from Balsam Hill and they are unwilling to correct this when its happened twice on both trees. This was supposed to be an investment that was going to last. I spent over $800 on this tree and have only gotten to use it twice. Which is 50% of the time weve actually owned this tree.

  

  Business Response

  Date: 11/28/2023

  Hello,
  
  Thank you for forwarding this complaint to us. We're sorry to learn about what happened. We'd like to request the customer to get in touch with us at ********************************** as we currently cannot find any order information under their provided name: ***************************** and email address: ********************.

   

  Thank you,

  Balsam Hill Customer Service

  
  

• Initial Complaint

  Date:11/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a lit tree. We need replacement parts (pins, bulbs and master bulbs). The website does not list master bulbs. I spent 30 minutes on the phone with customer service. At one point he said he could send some if I had the order number. I provided the invoice and reference number. I understand we are out of warranty, but it is unacceptable to not provide basic replacement parts. I see many complaints, so understand this is not just us. I wish I would have known before purchase. I would like master bulbs or a replacement tree of similar quality.

  

  Business Response

  Date: 11/28/2023

  Hello,
  
  Thank you for forwarding this BBB complaint to us here at Balsam Hill. We're sorry to learn about how the customer's concern was addressed recently. We request the customer to get in touch with us at ********************************** to provide their shipping information and mention the BBB complaint number ********. We can send them complimentary Master Bulbs for their 15' Clear Lit tree.
  
  We're looking forward to their response.

   

  Balsam Hill Customer Service

• Initial Complaint

  Date:11/25/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a tree online, received an email of the order on same day. Received a second email 3 days later the tree was being shipped, with a tracking number. I checked the tracking number 3 days later, expecting the tree later in the week. The tracking number did not have any package attached to it, going through Canada mail service.I thought that was odd. Checked a few days later, same message in the tracking page.I emailed their (Balsam Hills) customer service about the tree, no response.I have emailed them over 20 times with no response in the past 3 weeks.I will be contacting my credit card company on Monday asking for a refund/payback since no product was received, and no proof it has been shipped.

  

  Business Response

  Date: 11/27/2023

  Hello,

  
  Thank you for sending the customer's screenshots of the alleged non delivery of a Balsam Hill order. We have reviewed the photos and checked our system for any orders placed under the customer's name and email address. Unfortunately, there is no existing order. The screenshots the customer provided show an order number that does not exist in Balsam Hill's ordering system and is numbered wrong. All Balsam Hill orders start with a "H0". Another notable fact is that the customer received an email with tracking information by the courier "Sprinter" and the package is coming from *****. We do not use this courier nor do we ship items from *****. All Balsam Hill products are warehoused throughout the US.
  
  We believe the customer ordered from a fake website, one that is masquerading as Balsam Hill. They should contact their credit card company to dispute the charges.
  
  We'd like to ask as well for the following information:
  -Do you have the *** (or address) of the false site/social media page?
  -Were you searching for Christmas dcor at the time? Or specifically Balsam Hill?
  
  For your reference, below are our official website and social pages:
  www.balsamhill.com
  www.facebook.com/balsamhill
  www.instagram.com/balsamhill
  www.tiktok.com/balsamhillofficial
  www.twitter.com/balsamhill
  www.pinterest.com/balsamhill
  
  We are aware that some websites and social media accounts use Balsam Hills images, logo and/or brand name to mislead individuals. We take this very seriously and we work with a leading vendor to help us detect and remove online impersonators and others who use our intellectual property online without license, and we have designated several members of our internal team to help manage this process and report issues for takedown.
  
  Please feel free to get in touch if you have any questions or concerns
  
  Balsam Hill Customer Service

• Initial Complaint

  Date:11/25/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  refused to cancel an order hours after it was placed and bfore product shipped

  

  Business Response

  Date: 11/27/2023

  Hello,

  Thank you for forwarding this complaint to us here at Balsam Hill. We're sorry to learn about how this customer feels about how their concern was handled. Upon review, we see that the customer ordered a ********************** Tree three days ago and sent an email to cancel the order. Unfortunately, because of how our ordering system works, orders can only be cancelled within a window of 30 minutes. After this window, orders are sent to one of our various warehouses for processing. At this point, it would no longer be possible to cancel an order as doing so would interfere with operations. The ****************************************************************************************************************** time, as written in: ******************************************************************. For cases such as this, we have offered them the option to return the order to us. We have sent them a return label which they can use to return the entire order to us. The return label cost was mentioned as $25 but we are willing to waive the fee for them.

   

  Thank you,

  Balsam Hill Customer Service

  Customer Answer

  Date: 11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  As long as I am not charged the $25 fee or any other fees
  Sincerely,
  
  *****************************