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:01/09/2025

  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.

  They put their trees on sale extra early before Christmas so people will buy them early then you only have a 30 day return policy so people end up getting trapped with the tree if the recipient doesnt like or want it as a Christmas present. Thats very anti consumer. At first I was denied a return then they said they would enact a 20% restocking fee which amounts to around $300.00 plus a $30 shipping fee. I am fine with the shipping fee but most all companies have extended return windows for holiday shopping. ******* return policy ends on January 31st. I had chosen this for a Christmas present but the recipient didnt want it. I just want to be able to return the unopened and unboxed tree without a ridiculous restocking fee. These trees cost $2200 when they arent on sale.

  

  Business Response

  Date: 01/09/2025

  Dear BBB Representative,
  
  Thank you for bringing this matter to our attention. We understand that the customer is dissatisfied with our return policy and the associated restocking fee, and we would like to address their concerns.First, we would like to acknowledge that the customer has expressed frustration with our return policy, particularly the 30-day window for returns, as well as the 20% restocking fee. While we fully understand their perspective, we want to clarify that our return policies are in place for specific, valid reasons and are applied consistently to all customers. The restocking fee is necessary to cover the operational costs related to processing returns, and it is clearly communicated to customers at the time of *********** advised in our previous communication with the customer, a manual refund will occur in the amount of $1305.15.
  
  For context:
  Original order amount is $1672.69
  20% restocking fee: $334.54
  Label fee $30 per carton.
  
  Since this is a single carton tree, only 1 $30 label fee will be withheld. These fees are final and non-negotiable. They are in line with our standard procedures. It is important to note that we also made a considerable effort to accommodate the customer by offering a price that was more favorable than the ongoing sale at the time of purchase. This was an exception to our typical processes, and we want to reiterate that the tree was purchased at a discounted rate, with the understanding of our return policy.We have also provided the customer with a return label and instructions on how to return the unopened tree specifically with the *** on the label: ************, and we kindly ask that the customer return the correct tree. This has been communicated as per the instructions sent earlier by email. Failure to return the correct item will cause delays in processing the refund.We appreciate the customers understanding and cooperation in following the return process. Upon receipt of the returned tree, we will promptly initiate the refund process as outlined.
  Thank you for your attention to this matter.
  
  Balsam Hill ****************

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22788054
  
  I am rejecting this response because: The tree hasnt even been opened. It was meant for a gift but wasnt wanted. 20% is a lot when we are talking about $300.00+ I also tried for days to place this order as there was a $20% off sale going on at the same time but your system kept rejecting my payment. Eventually I emailed you my credit card number and you processed it manually. At that time I asked for 30% off as a result of the extreme inconvenience trying to order the tree has caused me. All I am asking is that you wave the restocking fee as the tree is brand new and unopened. 
  
  Sincerely,
  
  ****** ********

   

  

  Business Response

  Date: 01/13/2025

  Dear BBB Representative,
  
  Thank you for your continued communication. We understand that the customer is still dissatisfied with the restocking fee and the return process, and we would like to provide further clarification.
  
  While we understand the customers concerns regarding the restocking fee, we would like to reiterate that this fee is part of our return process to help cover operational costs. We are sympathetic to the customer's frustration and wish to offer a fair resolution.
  
  Additionally, it appears that the customer attempted to return both trees without notifying us. In effect, one of the trees is being sent back to them by the courier. To address this, we have issued a new return label for the correct tree. The customer can now use this updated label to return the second tree.
  
  Once the tree is returned and detected, the refund will be processed automatically according to our standard procedures. We want to make this process as smooth as possible and appreciate the customers cooperation in following the updated instructions.
  
  We hope this helps resolve the situation and appreciate the opportunity to address the customers concerns.
  
  Thank you for your attention to this matter,
  
  Balsam Hill ****************

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22788054
  
  I am rejecting this response because: You are the only online company that I know of that doesnt have extended holiday return windows. $300+ is a lot of money to just throw away. Your operational costs are nothing as the tree hasnt been opened. Also you knew about both trees because the first label was for clearance tree and the second label was for the original tree. After ***** picked up the clearance tree you canceled the label because the tree was attempted to be returned to me the next day. When I asked why that tree was coming back you sent me another label but ***** didnt pick it up and somehow was able to use the original label. You make a killing off selling these super high end and  Christmas trees. Id say your the Apple of Christmas trees. Selling trees early and then only having a 30 day return window is not consumer friendly especially when everyone has extended return windows around the Christmas timeframe. I will never do business with your company again and will make sure others know about my experience and treatment during this situation. You acted like you offered me a discount when I had to ask for it because I tried for days to order the first tree before giving up after missing the sale you had at the time. You gave me an extra 10% off. Your trees are now 60% off so youre just a greedy company who puts its customers last. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:01/06/2025

  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.

  On 12/19/25 i placed an order for 6.5 foot ****** fir Narrow with LED and Clear Lights for a total $699. The tree arrived and my husband set it up while I was at work. I realized the wrong tree had been sent, it was a 7.5 foot Spruce with candlelight (white lights). The entire order was wrong. I contacted Balsam hill on 12/22 and spoke with *****. He said we could just keep it and send back after Christmas since they sent the wrong tree. I then looked at the email he sent asking for pictures. I sent pictures of the box, SKU UPC etc of the box that came and sent to customer service on 1/4. I received another email from ***** after I sent the pictures as well as a picture of the order. I finally got through to customer service and spoke to ******. I explained again what had happened and he tried to get a ***** Label. He then indicated that my account was locked up because "it was being worked on" and there was nothing he could do. Because it was a Saturday there was nobody to escalate to. I still have not heard from anybody at Balsam Hill. This order was their mistake and I need to send this tree back and get a refund for the entirety

  

  Business Response

  Date: 01/07/2025

  Hi,
  
  Thank you for reaching out to us regarding the customers concern. Were sorry to hear that the customer received an incorrect tree, and we understand that they want to return it for a refund. We sincerely apologize for the inconvenience this has caused.
  
  On December 22, the customer called our customer service to report that they received an incorrect tree. They were offered the option to return the tree for a refund or process a replacement to receive the correct tree. The customer stated that they were unsure what to do. They were then offered to keep the incorrect tree and return it after Christmas at no charge, with a replacement (not a refund) to be processed. The customer agreed to this resolution.
  
  We processed a warranty order for a full tree replacement; however, it was canceled. As part of our process, we need to verify the *** to ensure the code matches the one on the order. Our team member sent an email to the customer requesting this information.
  
  To resolve this matter, we strongly advise the customer to contact our customer service channels so we can process a reshipment for the correct tree, and we will issue a return label for the incorrect tree.
  
  We apologize again for the difficulties in this process. If the customer has any questions, please let us know. We are here to help.
  
  Regards,
  Balsam Hill Customer Service
  
  

• Initial Complaint

  Date:01/04/2025

  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.

  On November 17th I bought the Santa's Sleigh Animated Tree Topper Multicolor for Christmas for my mother the wire was frayed and broken and I was useless spent 80 bucks on something my mother can't even use I tried to contact customer service but unfortunately there's only 30 days I didn't know it was broken but I guess I'm out $79 I will never buy from this company again my mother has a useless tree topper that wasn't cheap now I got to figure out something else to get her for Christmas

  

  Business Response

  Date: 01/05/2025

  Hi,

  Thank you for relaying the customer's message.

  Were sorry to hear that the topper they gifted was defective and for the inconvenience they experienced while requesting a replacement. Although our Premium Guarantee typically covers product issues within 30 days of receipt, we understand the customer's situation, especially since the gift was only opened on Christmas.
  In this instance, wed be happy to extend the coverage and send them a new topper. However, due to high demand, the item is currently out of stock. If they're willing to wait, we can ship the replacement as soon as it becomes available, or we can proceed with a refund if they prefer.

  Sincerely,

  Balsam Hill Customer Service

  Customer Answer

  Date: 01/06/2025

  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. Yes I am willing to wait til it gets back in stock thank you  so much 
  
  Sincerely,
  
  ******* Case

• Initial Complaint

  Date:01/03/2025

  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.

  I am filing this complaint against Balsam Hill regarding their lack of support for their proprietary lighting systems and the discontinuation of replacement parts, leaving me with an unusable ********** 2018, I purchased a Balsam Hill Christmas tree for $536.50 (after a discount), expecting it to last for many years. This year, I needed to replace some bulbs and discovered that Balsam Hill uses proprietary bulbs that must be purchased directly from them. Unlike other Christmas trees, these bulbs cannot be replaced with standard options available at local hardware stores. I tried, and they do not ****** make matters worse, I learned that Balsam Hill no longer manufactures the specific bulbs for my tree. I ordered the replacement bulbs that were supposed to be compatible with the "Candlelight LED" bulbs, but like hundreds of other customers have discovered (as noted in reviews), they do not fit. As a result, I now have a partially lit Christmas tree and no way to restore it to full functionality.I have been in contact with Balsam Hills customer service for over two months, attempting to find a solution. However, their responses have been unsatisfactory. They informed me that, since my tree is out of warranty, they are not responsible and offered no viable alternatives.For a $949 product, this lack of accountability and customer care is unacceptable. It is common knowledge that lightbulbs burn out over time. Discontinuing the production of proprietary bulbs without offering an alternative solution for customers is unfair, unethical, and unsustainable.I am left with no choice but to discard the tree and purchase a replacement, which I find completely unreasonable given the original cost and expectations of durability. I am requesting that Balsam Hill take responsibility by either providing compatible replacement bulbs or offering a suitable resolution for customers facing this issue.Thank you for your attention to this matter.

  

  Business Response

  Date: 01/03/2025

  Hi,

  Thank you for relaying the customer's message.

  We regret to hear about the light issue with their tree and understand their need for a replacement. To better support our customers, we are actively working to make replacement bulbs available for all tree models, even those no longer under warranty. However, due to the seasonal nature of our products, some parts may not always be readily available. As of today, January 3, our records show that the customer is in contact with our team and has acknowledged their concern. While we are currently unable to provide the specific bulbs needed due to availability, our team has extended a courtesy offer of replacement light strands so they can restore their trees lighting.

  We kindly ask the customer to review the email sent today and confirm their updated shipping address so we can proceed with the order promptly.

  Sincerely,

  Balsam Hill Customer Service

• Initial Complaint

  Date:01/02/2025

  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.

  I bought two large ornament totes. When I went to pull them out of storage, the handles broke, on both totes. I called Balsam Hill and they did not offer to replace the defective products.

  

  Business Response

  Date: 01/03/2025

  Hi,

  Thank you for relaying the customer's message.

  We're sorry to learn about the issue with their storage bag and understand their need for a replacement. We'd love to check the customer's order and assess their warranty options so we can further help. However, the email address provided in this complaint couldn't locate any order. If they can provide other details such as their order number and email address, we'd pull up their order details and check the options available. Please also note that as outlined in our Warranty, most non-trees items are only eligible for a 30-day warranty.

  Sincerely,

  Balsam Hill Customer Service

  Customer Answer

  Date: 01/05/2025

   
  Complaint: 22759808
  
  I am rejecting this response because it does not address the problem and the defective product.  I cannot use the ornament storage bags that I bought to transport ornaments to and from the tree because both handles on both bags came off.  These bags are seasonal items.  The handles on the bags are used for approximately 10 minutes when bringing the bags with the ornaments from the storage area to the tree and 10 minutes when taking the ornaments that have been removed from the tree and put back in the bags back to the storage area.  The storage bags are large and hard to manage without the use of the handles.  When I called the company prior to making this complaint I was told that I was out of the warranty period.  If the 30 days goes by when the bags were purchased, then this is true.   However, the handles that broke have not been used anywhere near 30 days (or even a day or two).  This company does not seem to care to stand behind its products.  It sells them as if they are heirloom quality when, in fact, based on my experience, they are of throw away quality (because the "totes" are useless without working handles) (which is probably why it appears that the company no longer sells the item that I am writing about).  
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/06/2025

  Hi,
  Thank you for reaching out to us regarding the customers concern. We understand where the customer is coming from and that they want a replacement for the ornament storage bag.
  We are unable to locate the order number using the information provided by the customer. We strongly recommend that the customer contact our customer service channels again for further assistance and provide the information used when they purchased the item so we can pull up their account.
  We look forward to assisting them!
  Regards,
  Balsam Hill Customer Service
  
  

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22759808
  
  I am rejecting this response because:

  Balsam Hill most recently wrote:

  Hi,
  Thank you for relaying the customer's message.
  We're sorry to learn about the issue with their storage bag and understand their need for a replacement. We'd love to check the customer's order and assess their warranty options so we can further help. However, the email address provided in this complaint couldn't locate any order. If they can provide other details such as their order number and email address, we'd pull up their order details and check the options available. Please also note that as outlined in our Warranty, most non-trees items are only eligible for a 30-day warranty.
  Sincerely,
  Balsam Hill Customer Service

  They wrote this after I'd already contacted their customer service department (and indicated that in my initial complaint).  However, in response to what they wrote above, I called Balsam Hill back today.  The guy who answered could not help me.  Give the prior communications and their response to BBB, I asked to speak with his supervisor.  He told me that he is a supervisor.  I told him that's fine, but he said he could not help me, so I wanted to speak with his supervisor.  He said his supervisor does not take calls.  I said I was OK with having his supervisor call me back.  He said his supervisor would not call me back.  I guess they just want to make it seem, in response to complaints to the BBB, that they are going to try to resolve a complaint that they have no intention of actually resolving.  As it stands, I spent a lot of money on 2 large ornament bags.  The two handles on BOTH of the bags came off (so FOUR separate handles came off).  When the handles were still on the bags, the usage of the handles consisted of approximately 10 minutes to get the bags from the storage area to the tree and another 10 minutes to get the bags from the tree area back to the storage area.  I now have bags that have "Balsam Hill" written on them that are junk (because they are very hard to maneuver without the handles because they are large).   I have now also had to waste my time contacting Balsam Hill a second time.  Presumably, I am not the only one who had a problem with the handles on these bags because Balsam Hill appears to have discontinued the bags.  I recommend that you not buy from Balsam Hill.  Based on my experience, their product quality is bad and they do not stand behind their products.  

  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/02/2025

  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 ordered an artificial Christmas tree by phone, I asked the operator if the tree was returnable she responded YES, I had 30 days. When the tree arrived I wrapped it quickly since it was a gift and I didn't want it seen until Christmas. We put it up today to be sure it was what my kids wanted. It was so disappointing, thin and skimpy branches. I called to tell them I wanted a return it for a refund. I was told NO, that it could not be returned after Dec 24th. I specifically asked what the return policy was and was told I had 30 days. They said again NO! I called back and spoke with a manager, she read all the notes and listened to the tape of my order which clearly indicated that I was told 30 days and no restriction as to date. I was then told she could put it under warranty let me return the tree then she would send me a replacement tree. I don't see how the same is going to be any better. I am asking for help getting my refund.

  

  Business Response

  Date: 01/02/2025

  Hi,
  
  Thank you for reaching out to us regarding the customers concern. We understand that the customer wants to return the tree they ordered and sincerely apologize for the confusion on our end regarding the return policy.
  
  We would like to inform the customer that our Returns and Exchange Policy states that we can only accept returns or exchange requests within 30 days of receipt or prior to December 25, whichever comes first. They can view the full policy on our website by visiting this link: **********************************************************************
  
  A replacement has already been processed and is currently awaiting pick-up from the courier.
  
  If they have any further questions or need assistance, please do not hesitate to contact our dedicated customer service team.
  
  Regards,
  ********************** Customer Service
  
  

• Initial Complaint

  Date:12/31/2024

  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 am 100 % Disabled. My wife is diabetic and not able to drive. This was made clear to the employee at Balsam Hill. My one son is in ******* currently and the other is in *******. This was made clear.They shipped me a tree and stand and no power source to light it up. Also missing were frocking gloves, extra light bulbs and wrenches. They informed me This would take 7 Business days before they could ship these to me. So I decided I had enough with this Company. They negligently shipped me a tree that was missing items. I asked for a refund. They agreed. I have no printer so they want me to go to the Library to print out a sticker. I asked them to please contact *** Ex and provide them the shipping stickers as I can not do this as the Library is in town and we live far from town. They told me they can not contact Fed Ex, but yet they can have Fed Ex pick up orders ? They have phones and could email that to *** Ex. The able bodied are requesting the disabled to do what they should be doing to get this Christmas tree back to them. Based on the able bodied not ensuring what they shipped had all the items packaged.I just need them to send a label to *** Ex so *** Ex can pick it up. They refuse and claim they are not set up to contact *** Ex. And they want to deduct shipping and charge me a restock fee on their failure. After they already ruined Christmas by their own negligence.

  

  Business Response

  Date: 01/02/2025

  Hi,
  
  Thank you for reaching out to us regarding the customers concern. We apologize for the inconvenience of receiving a tree missing its accessories and understand that the customer would like us to print the return label on their behalf.
  
  While we are unable to print or mail the return label physically to the customer, we kindly advise them to seek assistance from a nearby relative, friend, or neighbor to print the label.
  
  We kindly request the customer's understanding. If they have any further questions or need assistance, please do not hesitate to contact our dedicated customer service team.
  
  Regards,
  ********************** Customer Service
  
  

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22748187
  
  I am rejecting this response because: I have no family here. As I had informed them my one son is in ******* and the other son is in ******* at this time and not coming back  for two more  years. This company keeps ignoring this fact. This is now the second time they responded this way. And they want to charge me shipping and a restock fee for a incomplete tree they shipped. How are they able to restock a incomplete tree ?  I paid for a lit Christmas tree and received a unlit tree because of their negligence. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/03/2025

  Hi,

  We acknowledge the customer's response and understand that they are unable to print the shipping label. We sincerely apologize for any inconvenience this may have caused. While we want to assist in resolving this matter, we regret to inform them that all available options have already been provided.

  We also want to note that our Return Policy is readily accessible on our website, enabling customers to make informed decisions prior to their purchase.
  Regarding the missing parts they reported, our team has addressed this concern and offered a replacement, which the customer declined, choosing to proceed with a return instead. We are currently awaiting the return of the item to process their refund accordingly.

  Sincerely,

  Balsam Hill Customer Service

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22748187
  
  I am rejecting this response because no supervisor ever contacted me as they informed in our call. Next is their negligence in packaging caused a undue hardship already.  This is not any customer service I wish to do business with. Now they sit back and expect someone who is 100% disabled to perform miracles and feel the apologies will cover up their neglect.  Next is they still fail to address the restocking fee for a incomplete tree. They also want to charge me the shipping fee they wish to impose on me because of their negligence. Had it been a complete tree their would have been no issue. And why have they not printed a shipping label and mailed it to me ?   I was also informed it would take 8 business days just to ship me the missing part that should have been there to begin with. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/29/2024

  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.

  Bought an expensive wreath for my mother for a Christmas gift on December 9 and got it delivered on the 11th. Gave it to her on Christmas but it didnt fit the spot she wanted I needed a bigger one. I called 3 days after Christmas to exchange the wreath for a bigger more expensive wreath. They would not budge with doing an exchange even though I wanted to buy a more EXPENSIVE wreath? They offered charging me a restocking fee that 20% of the total cost and the shipping label fee. their policy says it needs to be returned 30 days or by Dec 24 but they DO NOT put that in order emails. It just says easy returns . So technically I would have only had like ***** days to make an exchange because I bought it on the 9th. I was honestly so surprised by this customer service and sad needless to say will not be buying from them again and will be telling friends and family of my experience. Worst customer service from a ********************** that supposedly boasts about their customer service.

  

  Business Response

  Date: 12/29/2024

  Hi,
  
  Thank you for reaching out to us regarding the customers concern. We understand that the customer wants to exchange their wreath *************************** for a bigger size and a more expensive one. We recognize that the customer states that the Returns and Exchange Policy wasn't included in the order email.
  
  We would like to inform the customer that our Returns and Exchange policy is outlined in the Terms and Conditions they agreed to during the checkout or ordering process. They can also view the full policy on our website by visiting this link: **********************************************************************
  
  The offer to return the wreath with a 20% restocking fee and the appropriate return label fee still stands should they wish to proceed. However, if the new wreath is more expensive or equally priced as the original one, there will be no return label fee to exchange it, only the restocking fee.
  
  If they have any further questions or need assistance, please do not hesitate to contact our dedicated customer service team.
  
  Regards,
  ********************** Customer Service
  
  

  Customer Answer

  Date: 12/30/2024

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  A well renowned Christmas company should understand that people give their products as gifts. And if you have a 30 day policy then keep it that way the whole year not just December. A good customer service department would take an exchange for a more expensive wreath without question. And without fees put on top of an already close to $300 wreath. And if thats your policy for holidays you have other wreaths and decorations for Thanksgiving and Easter do you have a certain date you cant return for those too? Im honestly just shocked by this policy and how this was handled. 
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/03/2025

  Hi,

  We acknowledge the customers response and value their feedback regarding our Return Policy. Please note that this policy applies to all items, allowing returns within 30 days of the purchase date or before December 25, whichever comes first.

  We understand the customers situation, as the wreath was a gift, and they only knew it didnt meet the recipients preference after Christmas. To assist, we want to make an exception and offer a one-time courtesy return. This includes free return shipping with no restocking fee, provided the customer exchanges the item for a larger size.
  To proceed, we kindly ask the customer to place a new order for the larger wreath and share the new order number with us. Once received, we will issue a $0 return label for the original order and the refund for the original purchase will be processed as soon as the return is in transit to us.

  Sincerely,

   Balsam Hill Customer Service

• Initial Complaint

  Date:12/29/2024

  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.

  I purchased a Vermont White Spruce Tree 6.5 Color + Clear LED lighting on Dec. 11, 2023 for $793.94. The current price of the same tree is $599. I contacted Balsam Hill and spoke to a ***resentative on Dec. 26, 2024 to see if the company would honor a price match since I feel a $200 difference in price is egregious. The *** would not honor a price match even though it is the same tree. I strongly believe the company should honor the price match given the significant price difference in such a short period of time.

  

  Business Response

  Date: 12/29/2024

  Hi,

  Thank you for relaying the customer's message to us.

  We understand their concern regarding the price change on the tree they purchased in 2023. Balsam Hill offers various promotions, especially as the holiday season approaches, which is why many items are available at discounted prices. We do honor most price match requests as long as they meet the criteria outlined in our policy.
  

  According to our policy, eligible orders must be made within 14 days of the new price, and the item in question must not be a clearance item. Additionally, we can only process a price match once per order. After reviewing their purchase, we found that it does not meet these qualifications, as explained in their previous conversation with our team.
  The customer can review our price match policy on our website under the **** section (*****************************************************************).

  We hope this information helps.

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22742506
  
  I am rejecting this response because:
  A price match was never honored for my purchase per company policy. Balsam has the information to see the price fluctuation of the tree I purchased to see if I am owed a refund but the company is choosing not to even look to see if one applies. The company should honor the $599 price since Balsam is not honoring any price match per company policy.
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/03/2025

  Hi,

  We acknowledge the customer's response. Please note that price matching is not automatically applied to orders. As outlined in our previous reply regarding the requirements, it is the customer's responsibility to contact us within the specified time frame to have their request processed. Our records indicate that no contact regarding this matter was made within 14 days of the purchase date. All details regarding our Price Match Guarantee can be found on our website. For your convenience, the link to this information was included in our last response.

  Sincerely,

  Balsam Hill Customer Service

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22742506
  
  I am rejecting this response because again Balsam fails to apply any price match or even look if there was one that would have applied in the 14-day period before or after my purchase. This is fraudulent behavior on the company to do this to a customer. ********************** should not be allowed to state they have a price match guarantee when they fail to honor one.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/26/2024

  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.

  On December 21, we purchased a tree from Balsam Hill, opting for slow shipping since we already had a tree and didnt want to pay $100 for next-day delivery. The anticipated delivery was December 26January 2, which was fine.On December 23, we received an email saying the tree had shipped with next-day delivery and would arrive on December 24, despite selecting slow shipping. The tree arrived Christmas Eve, and since we already had one up, we didnt open it until December 26. At that point, we found excessive needle shedding, and the tree was too tall for our space.Balsam Hills return policy states 30 days or until December 25, whichever comes first. Since the tree arrived December 24 and the company was closed on December 25, we had no chance to request an exchange within the policy timeframe. When we contacted them on December 26, they refused, citing the deadline.Shipping the tree with next-day deliveryagainst our selectionpaired with an unreasonably restrictive return policy, left no opportunity for resolution. As a family celebrating Christmas on December 24, we could not inspect the tree immediately.We request an exchange for a tree that fits our space or a full refund. We feel their actions were unfair and the policy was applied in bad faith.

  

  Business Response

  Date: 12/27/2024

  Hi,
  
  Thank you for reaching out to us regarding this issue. We understand that the customer wanted to return their tree for an exchange due to the shedding of the needles and because its a little too tall for their space. We also recognize that it was received on Christmas Eve, December 24, and they didnt have time to open the package until December 26.
  
  Rest assured, it's completely normal for some of the needles to fall off when taking a tree out of its storage bag or during setup, and we include more branches and tips on our trees for this reason. We have processed a return for an exchange order, and the customer will be receiving a return label with the appropriate exchange fee to their email address on the order. Please note that the label is valid for 14 days only. If they do not see it in their inbox, it may be located in the spam or junk folder. Once received, they can follow the instructions on how to use the label, as listed in the email. If they havent received it within 48 hours, please let us know by contacting our customer service channels. They can view more information on our Returns and Exchange Policy page: **********************************************************************
  
  We hope this helps. If they have any further questions or need assistance, please do not hesitate to contact our dedicated customer service team.
  
  Regards,
  ********************** Customer Service
  
  

  Customer Answer

  Date: 12/28/2024

  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,
  
  ****** *******