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:12/03/2024

  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 bought snowflake lights on 9/16/24 and received it on 9/21. They are Christmas lights. A few days ago I went to Install them. The snowflake post, which is thin, broke immediately. I contacted Balsam Hill customer service. The *** asked me to take a photo to show them the broken one and non broken one to identify what the posts looked like so they could ***lace them. Strange if you sell the product and dont know. So, I go out in the snow and take the photos and email them. Then, I get contacted by their *** today that it is out of warranty and they wont honor it. It is a Christmas light And would not have used it until Christmas. It is only one month post their warranty expiring. Why did they make me take photos and tell me they would send me the spare part and then tell me no,

  

  Business Response

  Date: 12/04/2024

  Hi,
  
  Thank you for reaching out to us regarding this issue. Were sorry to hear that the customer is experiencing an issue with their pathway lights, and we understand that they would like a replacement.
  
  Our customer service team has offered a discount to compensate for the inconvenience caused by the damaged pathway lights, as we are unable to provide a replacement at this time due to it being out of stock. We currently do not have an estimated availability date and have limited insight into when the product will be back in stock.
  
  Since we are unable to provide a replacement due to the item being outside the Premium Guarantee (*********************************************************************) and currently out of stock, the discount offer still stands. If the customer would like to accept this offer, they can contact our customer service channels, and we will promptly process the credit.
  
  If the customer has any other concerns or questions, please let us know, and we will be happy to assist them.
  
  Regards,
  Balsam Hill Customer Service
  
  

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22631412
  
  I am rejecting this response because as I told the business, I would have to buy the entire product which will cost me an additional $140 plus dollars. I told them all I want is a replacement plastic post. A $28 discount does nothing for me. If it is an item they are discontinuing then I want my money back.
  
  Sincerely,

  **** ****
  
  **** ****

  

  Business Response

  Date: 12/06/2024

  Hi,
  
  Thank you for getting back to us.
  
  We understand that the customer does not want to accept the discount offered and is requesting either a replacement or a refund for the defective pathway lights. As a one-time exception, we have processed a return order since the pathway lights are currently out of stock and we are unable to provide a replacement. The customer will receive a $0 return label via email, which they can use to return the item. Once it has been scanned at our warehouse, their full refund will be processed automatically. We would like to advise the customer that the label is valid for 14 days, and if they do not see it, it may have ended up in their spam or junk folder. Upon receiving it, they can follow the instructions on how to use the label provided in the email. If they have not received it within 48 hours, please let us know by contacting our customer service channels.
  
  If the customer has any other concerns or questions, please let us know, and we will be happy to assist them.
  
  Regards,
  Balsam Hill Customer Service
  

  Customer Answer

  Date: 12/06/2024

  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,
  
  **** ****

• Initial Complaint

  Date:12/01/2024

  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.

  The tree itself is undeniably beautiful, but the customer service experience has been nothing short of appalling. For a brand that prides itself on quality, the way I was treated when my tree was no longer under warranty was unacceptable. I wasn't even asking for a free replacementjust basic information on how or where to purchase replacement parts for a tree that you still carry in your catalog.I spoke with two customer service agents and remained polite throughout the conversations. Despite this, they made it abundantly clear that they were eager to end the call as quickly as possible. When I asked for simple specifications about the lightssuch as strand length or spacing between bulbsto avoid the painstaking process of removing the lights from the tree, I was met with the dismissive response: "I don't have that information, but you do right in front of you on your tree."This dismissive attitude and lack of support are not what I expected from a company like Balsam Hill. I hope this feedback prompts a serious evaluation of how you handle customer inquiries, especially for loyal customers who invest in your products.

  

  Business Response

  Date: 12/01/2024

  Hi,

  
  Thank you for passing along the customers message to us.

  
  Were sorry to hear about the light issue they're experiencing with their tree and understand that theyre seeking an acceptable solution. While we recognize the warranty on their purchase has already ended, wed still like to offer further support and explore alternative options for resolution.

  
  We were unable to locate the order with the information provided, so we kindly ask for their order number and the correct email address used during the purchase. They may also reach out to us directly via chat or phone for real-time assistance. However, please note that wait times may be longer than usual due to the high volume of inquiries as we approach the holiday peak season.

  
  We look forward to assisting the customer.

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22623237
  
  Dear Balsam Hill Team,

  Thank you for your response regarding the light issue I am experiencing with my tree. While I appreciate the gesture of offering further support, I must respectfully decline. My recent review was intended for the publics benefit, as I felt compelled to share my experience to help others set realistic expectations when dealing with your customer service.

  Additionally, the suggestion that you cannot locate my order without the order number is frustrating and inconsistent with my prior experience. A customer service representative was able to locate my order while I was on the phone, only to inform me that they were unable to assist further. This inconsistency in your processes further erodes my confidence in the support you provide.

  The lack of accessible solutions for maintaining a product that is still sold in your catalog is disheartening. I hope Balsam Hill takes this feedback seriously to improve the customer experience in the future.

  Sincerely,

  ****** ******-******

  

  Business Response

  Date: 12/04/2024

  Hi,
  
  Thank you for getting back to us.
  
  Were sorry to hear that the customer declined our offer for further assistance, and we acknowledge their concern regarding the availability of replacement parts. We would like to inform the customer that we currently do not sell replacement light strands on our website, as we maintain separate inventory for warranty parts. However, we have located their order number.
  
  In light of this, we have sent the customer an email offering a courtesy light strand to replace the old one. Should they wish to accept this, they can respond to our email with their updated shipping address.
  
  We apologize for any inconvenience caused and look forward to hearing from the customer and assisting them further.
  
  Regards,
  Balsam Hill Customer Service
  
  

  Customer Answer

  Date: 12/04/2024

  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,
  
  Hannah Mg

• Initial Complaint

  Date:11/30/2024

  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.

  In November 2020 we bought a pre-lit Christmas tree -- two years later we found the bottom portion not lighting. After a call into customer service, a new tree was sent in Jan 2023. We used it last year, put it up a few weeks ago and the bottom of the tree is not lighting. We changed the fuses, changed the lights and nothing. We called and were told that they would send a replacement set of lights as the original tree was out of warranty. Not entirely pleased with that resolution, I am sitting on the phone as I type this waiting for a supervisor. I still have a tree that is not completely lit and am not happy. Since I am on 2 hours of waiting, I thought I'd report it here. Will not ever recommend Balsam Hill to anyone. Why pay the extra for a pre-lit tree when there is obviously something wrong since not one tree, but two have the same lighting problem. As I sit here on hold and read the other complaints, it's obvious that Balsam Hill has a quality problem and not worth the money they charge.

  

  Business Response

  Date: 12/01/2024

  Hi, 

  Thank you for passing along the customers message to us.

  
  Were sorry to hear about the light issue they're experiencing with their tree and understand that theyre seeking an acceptable solution. Although the warranty on their purchase has already ended, wed still like to offer further support and explore alternative options for resolution.

  
  We were unable to locate the order with the information provided, so we kindly ask for their order number and the correct email address used during the purchase. They may also reach out to us directly via chat or phone for real-time assistance. However, please note that wait times may be longer than usual due to the high volume of inquiries as we approach the holiday peak season.

  
  We look forward to assisting the customer.

• Initial Complaint

  Date:11/30/2024

  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.

  I purchased a Balsam Hill tree December 2023 on sale after ****. I never opened the tree as I was confident based on the website that the tree would look like the pics on their website. Stored the tree for this year. Set it up yesterday and it looked like a tree I bought at ******* for $50! It was the cheapest looking tree I have seen! I paid $750 for this tree on sale!!! I called their customer service requesting to return it as they advertise a warranty on the tree. All I got was sorry we cant help you! I finally spoke to a manager and he stated I could return the tree if I paid for the shipping cost which I was OK with plus a 20% restocking fee! I feel the company should stand behind their product and if someone is unhappy with the purchase after spending that much money, they should be able to return it! I understand paying for the shipping cost to send it back and even a restocking fee, but 20% is ridiculous after I spent that much on the tree! I asked for an email with regards to the cost that was coming out of my pocket and what I was going to be refunded and the manager refused to send me an email. He told me that the conversation was recorded and I said that doesnt help me any that I needed documentation on my end. **************** was absolutely horrendous and nobody tried to work with me!!Thank you,***** ******

  

  Business Response

  Date: 12/01/2024

  Hi,

  Thank you for passing along the customers message to us.

  Were sorry to hear that their tree purchase wasn't up to their expectations and understand their preference to make a return. While we recognize that the return period on their purchase has already ended, wed still like to offer further support and explore alternative options for resolution.

  We were unable to locate the order with the information provided, so we kindly ask for their order number and the correct email address used during the purchase. They may also reach out to us directly via chat or phone for real-time assistance. However, please note that wait times may be longer than usual due to the high volume of inquiries as we approach the holiday peak season.

  
  We look forward to assisting the customer.
  
  

• Initial Complaint

  Date:11/29/2024

  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.

  Just opened the brand new wreath box that I purchased on December 27, 2023 (sale after the 2023 Christmas Season) as it was to highlight our 2024 holiday season (November 29, 2024) as it has been sitting in our garage unopened. The wreath only illuminated one half of the bulbs. I called to seek technical assistance, they informed me that it only had a 30 day warranty and totry replacing bulbs. I informed Balsam Hill that I just opened up the box and wreath did not work appropriately, one half illumination. Their suggestion was to replace all bulbs. Interestingly, it has never been used. The conversation about customer satisfaction and support went south quickly.I asked the address for the kind Greetings Letter gentlemen, Warmly, **********, Founder and CEO and they did not have that information. So I ask yo, when Mac says "Thank you for making us a part of your holidays! We sincerely appreciate your business and hope your new purchase play a special role in treasured memories for many years to come."Hello, your product is defective out of the box, and your commitment is that it was beyond the 30 days. Well my response to your poor customer service is to alert others not to purchase your product and c*** that my new purchase play a special role in treasured memories for many year to come.I encourage other to open their products immediately and ensure they work properly even if it is January after the 40% off sale. I guess in retrospect, I got what one should should expect, a product opened beyond the 30 days warrenty to work only 50%.So in respect of their suggestions in their Greetings from Balsam Hill, I am posting a product review as another great way to share my experience.Many regrets for doing business with Balsam Hill!****** ******* Rocklin, **

  

  Business Response

  Date: 11/30/2024

  Hi,

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

  We're truly sorry to hear about the light issue with their ******** and for the customer service they recently received from us. Please rest assured that we value their feedback and it'll be reviewed as we continue to better our services.

  While we understand that their purchase is already past the warranty period, but we recognize that they just recently opened it, so we've made an exception and have processed a warranty replacement under W100559895. They will receive a separate email with the tracking information once it's available, as well as the return instructions for the defective garland.

  We hope this helps and appreciate their understanding. Should they need further assistance, please let us know and directly reach out to us.

  Customer Answer

  Date: 12/02/2024

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

• Initial Complaint

  Date:11/27/2024

  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.

  We purchased three items from the store, and unfortunately the products didn't work. As the company has a 30 money back guarantee we proceeded to ship the products back. The order number is R100530486. We have received two of three refunds to date. We are waiting on one more refund for ******. They have shared they can not find the third package in their warehouse. We have all the info from *** ex the carrier they had us use, we have photos of the products loaded in boxes in our home, on our porch and the video of them leaving our porch with the Fed Ex driver. We have had three calls into their customer service team, and one online chat. In total we have spent well over 2 + hours with the team kindly trying to resolve the issue. They had use the same return label for two of the boxes, so I have asked them if that is causing the issue? They can not share why they are unable to track the product on their end.They have been kind to work with, but I am reaching out as I simply can not continue to spend hours on with their customer service team to fix this issue. They tell us we will hear from them, but we need to keep following up, we ask to speak with a manager but they won't forward me on. I am only looking for help to get this situation resolved as I suspect we will keep going in circles and not getting to a resolution. I appreciate the help in listening to this matter.

  

  Business Response

  Date: 11/28/2024

  Hi,
  
  Thank you for reaching out to us regarding this issue. Were sorry to hear that the customer has not yet received their refund, and we sincerely apologize for the inconvenience this has caused.
  
  On 11/10/2024, the customer contacted us via phone regarding a lighting issue with one of the *******s they received. We assisted the customer with a warranty replacement and provided a return label for the defective ******** However, this return label was never activated or used. At that time, the customer had a total of three *******s: two original and one replacement.
  
  On 11/20/2024, the customer called again to return both *******s for a refund. We processed a new return order with a different return label for the remaining ******* only. This return label was activated, and a refund for one ******* was processed. We also processed a separate return order for the replacement *******, which does not need to be returned, and the customer may keep it.
  
  In light of this, we would like to confirm with the customer whether they used only one return label for both *******s. We are actively investigating the matter to process the remaining refund for the other ******* and will provide an update once this is available.
  
  We encourage the customer to contact our customer service team to confirm this and assist us in resolving the remaining refund for the ********
  
  We look forward to hearing from the customer and assisting them further.
  
  Regards,
  Balsam Hill Customer Service
  
  

  Customer Answer

  Date: 11/29/2024

   
  Complaint: 22612743
  
  I am rejecting this response because:
  
  we are happy to work with them, as have sent back the garlands according to the instructions we were provided.  We called customer service for the warranty issue, then 2 additional times trying to return the items.  Then the day I filled this, I spent an hour online with their customer service team via chat.  I appreciate they are asking us to work with their team; however we continue to call and it never gets resolved. The last agent told us, until the warehouse finds the returned item in their system they can not process refunds as it is all automated.  I wish we could accept this, its just we are going in circles with their customer service team and calling them doesnt make me confident they are going to fix this.  It is also very time consuming for all parties.   Best Regards, Sara 

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

  

  Business Response

  Date: 12/04/2024

  Hi,
  
  Thank you for getting back to us.
  
  We understand that the customer does not wish to contact us through our customer service channels, and we acknowledge that they have returned the garlands following the instructions provided.
  
  We have escalated the request to the appropriate team members for a manual refund to be processed, and an update will be available within ***** hours. If the customer has not heard back from our customer service team by then, we strongly recommend following up with us via email by submitting a request through our webform, which can be found on our Contact Us page. *************************************************
  
  If the customer has any other concerns or questions, please let us know, and we will be happy to assist them.
  
  Regards,
  Balsam Hill Customer Service
  
  

  Customer Answer

  Date: 12/08/2024

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

• Initial Complaint

  Date:11/26/2024

  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 purchased a Frosted Alpine Balsam Fir Trees at 4.5 feet for $250 from the Balsam Hill website in December 2023. I only opened the box now in November 2024. The tree is not as pictured on the website - the branches only fill up 3/4 of the tree whereas website photos show branches all the way to the bottom. The tip and trunk are both crooked and the trunk is loose. There is a tangled mess of wires and flimsy and broken branches. Mainly - this tree does not look realistic at all, which is what Balsam Hill advertises. Their high prices make a reasonable consumer assume they are getting a high quality product. This is very low quality, cheap plastic, and overall not at all what is depicted on the website. A reasonable consumer who has bought several artificial trees from different retailers would easily see how bad this Balsam Hill tree is compared to other brands. Balsam Hill should be investigated for false advertising.

  

  Business Response

  Date: 11/27/2024

  Hi,

  
  Thank you for contacting us.
  
  

  We appreciate your feedback, and it will be reviewed for improvement opportunities. We're committed to ensuring that our trees are accurately represented on our website through actual photos that showcase their true beauty and quality. Each tree is crafted with great attention to detail, and the branches are designed to be durable for easy shaping and to also ensure they match their price point. Please also note that they're shipped in compressed sections to ensure safety during delivery, and shaping the branches is essential to achieve the full, realistic look shown online. While this process takes some time and effort, its worth it, as the tree will maintain much of its shape for future seasons.
  

  We apologize for the trouble that they had. We also want to assure the customer that their purchase is covered by our comprehensive 3-year warranty that addresses any product-related issue, including the one that they mentioned in their complaint. We highly recommend them to reach out directly to us so we can assist with a replacement, as we're unable to locate their order using the email address provided.

  Sincerely,
  Balsam Hill Customer Service

   

  Customer Answer

  Date: 11/28/2024

   
  Complaint: 22610167
  
  I am rejecting this response because: There is still nothing realistic about this tree and the quality of it does not match the price point (I paid $200 for it because of a sale, but it originally retails for $399). I spent a couple of hours trying to fix it but I cannot fix a wobbly, crooked tree, and I cannot hide the wiring that is so visibly sticking out throughout the tree. 

  Please note that the Balsam Hill Customer Loyalty Team has provided me with a full refund on my purchase. However, I still believe that the BBB should investigate for false advertising since potential customers need to be aware of the low-quality products they may receive from Balsam Hill. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/26/2024

  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.

  I purchased a 6.5' Vermont White Spruce Narrow ************* lights. Every year the control box (Fuse Box they call it) fails and requires replacement. This year once again, while setting up the tree, the prelit tree fails to illuminate. I called the company customer service number provided in the paperwork, and was offered no assistance. They proposed that i cut out the pre lit wiring and restring the tree with new lights. They should stand by their obivously defective products with repair parts. I'm not asking for Free parts - I'm willing to pay for the repair parts. I just want to protect my investment and family memories.

  

  Business Response

  Date: 11/27/2024

  Hi,
  
  Thank you for reaching out to us about this issue. Were sorry to hear that the customer is having a lighting issue with their tree, and we sincerely apologize for the inconvenience that this has caused.
  
  On 11/26/2024, the customer called our customer service hotline due to the lighting issue with their tree. One of our customer service representatives assisted the customer with troubleshooting the lights. However, due to the tree being out of warranty, we are unable to provide a replacement. We would like to inform the customer that the warranty excludes burned-out bulbs and normal wear and tear. They can view this information on the Exclusions From the Balsam Hill Limited Warranty for Trees for reference.
  
  Despite the tree being out of warranty, we can make an exception and offer a courtesy light strand/s, replacement bulbs, or whichever small part/s that is determined needed to fix the lighting issue of their tree. Please note that this will be subject to approval and availability. We kindly request the customer to call our number or chat with us on our website as Balsam Hill only works on warranty cases through those means.
  
  We are looking forward to hearing from the customer and to assist them further.
  
  Regards,
  Balsam Hill Customer Service
  

• Initial Complaint

  Date:11/22/2024

  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.

  I ordered cedar ******* from Balsam Hill. I did not know they sold real/fresh ******* and thought everything on their site was faux. The ******* arrived and I discovered it was fresh. I called and asked to return it and was told no, they dont accept returns on fresh products. Later that same day I saw the price was lower than I paid a few days prior so I called back and said I already asked to return it and was told no but wanted to ask for a refund on the price difference. I was told I could return it if I still want. I said I would rather return it. I received an email stating the refund was processing and received the shipping label which I printed. An hour later I received an email saying the return was a mistake and they would not be accepting it after all. I find this very unprofessional to tell a customer they can return something then to come back and say no. Further more, when I bought the ******* there were no reviews. There are now 2 reviews since and both reviews say the same thing, they did not know the item was fresh and thought they were ordering faux. One review had a response from Balsam Hill that states they would issue a refund. So why does that customer get a refund and I dont?!

  

  Business Response

  Date: 11/22/2024

  Hi,
  
  Thank you for reaching out to us about this issue. Were sorry to hear that the customer accidentally ordered fresh *******s, thinking they were artificial, and we sincerely apologize for the confusion on our end regarding the return.
  
  On our website, the faux and fresh wreaths and *******s appear together, but it does indicate which items are fresh versus faux. For future reference, customers can look for item titles starting with the words "Fresh," "Preserved," or "Live."
  
  The customer ordered two fresh *******s. One ******* has already been refunded without requiring a return. However, the return order for the remaining ******* was canceled due to our return policy. We would like to clarify that perishable items such as dried and fresh greenery, as well as food items, are not eligible for return. This information is stated in our Returns and Exchange policy on our website. They can refer to this link for more details.
  
  In light of this, we would like to offer a 10% discount on the remaining fresh *******, to be refunded to their original method of payment for the inconvenience. Should the customer wish to accept our offer, we encourage them to contact our customer service team so we can process the refund.
  
  Again, we apologize for the inconvenience. If the customer has any other concerns or questions, please let us know, and well be happy to assist them.
  
  Regards,
  Balsam Hill Customer Service
  
  

  Customer Answer

  Date: 11/23/2024

   
  Complaint: 22592736
  
  I am rejecting this response because: the website description is vague and the product is listed with the faux ******** I didnt know I needed to be looking to see if the product was real or faux as I was not even aware that BH sold real/fresh products. A refund was offered to another customer according to the online review. I find it very unprofessional to issue a refund and shipping label and then cancel it an hour later. I now still need to purchase ******* and cant because Im still out a lot of money. I was going to buy it from ** but I will be taking my business elsewhere from now on. When purchasing products that cant be returned on other website there are boxes you must check acknowledging it cant be returned or text in red on the checkout page stating items are final sales. There was no such warning. Furthermore, the fresh ******* I received doesnt even look good, its very sparse compared to the photos online. I cant even use it. I will continue to fight this, 10% is hardly anything. I cant even use that to buy cheap fake ******* from ******. BH is a large company, I would think you would want your customers to be happy so they would continue to shop with them. 
  
  Sincerely,
  
  ******* Beach

  

  Business Response

  Date: 11/26/2024

  Hi,
  
  Thank you for getting back to us.
  
  We recognize the customers suggestions regarding the check out process and understand that they still want to be refunded for the fresh ******** We see that on 11/23/2024, the remaining fresh ******* has already been refunded back to their original mode of payment.
  
  If the customer has any other concerns or questions, please let us know, and well be happy to assist them.
  
  Regards,
  Balsam Hill Customer Service
  
  

  Customer Answer

  Date: 11/27/2024

  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,
  
  ******* Beach

• Initial Complaint

  Date:11/21/2024

  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 have a prelit tree from Balsam Hill that has been nothing but problems since we bought it. I went to **************** to request a replacement light strand (which I was anticipating paying for but needed to know which light), and after 30 min I was disconnected. I've tried to reconnect several times but no one will answer the chat.This tree has been used less than a total of 12 months (although we bought it several years ago), so in my mind, this is still a "new" item. I understand it is out of warranty from the perspective of the company, but I still expect customer service.I do believe the tree we got was a "lemon" and perhaps other pre-lit trees do not have over 100 lights per year that are out and have not had to replace several strands on the tree. I do not believe customer service has been helpful. I'm willing to pay for the strands, I just need help knowing which one to purchase and how to attach it to the other strands on the tree.

  

  Business Response

  Date: 11/22/2024

  Hi,
  
  Thank you for reaching out to us about this issue. Were sorry to hear that the customer is experiencing a lighting issue with their tree and understand that they want to purchase new strands of lights for it.
  
  In November 2022, the customer contacted us via phone regarding the lighting issue. Our customer service representative assisted them with troubleshooting the lights. Despite the tree already being out of warranty, we processed a one-time courtesy replacement of light strands to ensure the tree was functional.
  
  In November 2023, the customer contacted us via chat to inquire about replacement bulbs for their tree. Our customer service representative assisted them; however, the bulbs were unavailable for purchase at that time. The customer subsequently posted a review on one of our portals, which was escalated to our special team for handling. While we were unable to provide additional courtesy replacement parts, the customer was offered a 10% coupon code for a future order. Unfortunately, we did not receive a response regarding the offer.
  
  In November 2024, the customer contacted us again via chat about another lighting issue. They were advised that the tree is no longer covered by the warranty and were recommended to string new/different light strands onto the tree.
  
  We would like to reiterate that the customers tree is no longer within the warranty period, and a one-time courtesy replacement of light strands was already provided in 2022. Additionally, wed like to remind the customer that the warranty excludes burned-out bulbs and normal wear and tear, as outlined on our website. For reference, customers can visit the page on Exclusions From the Balsam Hill Limited Warranty for Trees. *********************************************************************
  
  The offer for a 10% discount code still stands. Should the customer wish to accept it, we encourage them to contact our customer service team so we can generate the code. Additionally, the customer can restring the tree with new lights available on the market. We recommend checking out our video guide on How to Restring Lights on a Pre-lit Christmas Tree. *******************************************
  
  We appreciate the customers patience and kind understanding. If they have any further questions or need additional assistance, we encourage them to reach out to us.
  
  Regards,
  Balsam Hill Customer Service
  

  Customer Answer

  Date: 11/22/2024

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