ComplaintsforBalsam Hill

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered first Christmas tree and didnt like it so returned it for another style 11-22-23. Ordered new tree 11-28-23. Recd tree worked fine for a few weeks then the lights would dim and then go real bright. Called the company they said probably the plug they would send out another. Never recd plug called ** again they had none in stock I would have to wait 12-2-23. Called ** 1-20-24 told them still waiting for plug. Said they **uldnt get a plug so theyd send a new tree. Weeks later no tree recd. called ** they said I would get a tree **uldnt say when.Called ** in 3-20-24 still no tree. They said a new tree was on back order and **uld not give me a date when I would receive it. I told them I have had the broken tree in the box in my living room all this time and am tired of waiting that I want to send the tree back and get my money back. They said no refunds after 30 days. I said I started this process within 30 days. I said this seems to be extenuating circumstances and I have never heard of such a way of doing business. The tree was only $369.94 and theyre fighting me. As of 7-19-24 they tell me it will be at least October or longer nothing definite when they will send the tree. I want to return the tree Ive been holding in my living room and want my $369.94 credited back to my credit card! This is supposedly a large well known ** for Christmas trees and I have been handled very poorly with no resolve in sight. I am so frustrated. Please help me get my $369.94 back on my credit card and this issue resolved. Thank you.

  

  Business response

  07/24/2024

  Greetings,

  Thank you for reaching out to us regarding the customer's ********************** tree order.
  We regret to inform you that we are unable to process a return for this tree. The order was placed on November 28, 2023, and our return policy stipulates that returns are accepted only within 30 days of delivery. Unfortunately, this period has elapsed.
  However, we see that the customer has an active warranty claim. Rest assured, we will fulfill this claim during the upcoming Fall season when we receive all our warranty parts. We have spoken with them on several occasions, most recently 5 days ago, and explained that we will be replacing their full tree order as part of this warranty claim.

  
  We appreciate their understanding and patience. If there are any further questions or additional assistance needed, please don't hesitate to contact us.

  
  Balsam Hill Customer Service

• Initial Complaint

  05/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  picked up my Balsam Hill order from the US yesterday and opened it this morning. I have to say, I am extremely disappointed by these products, and I will be leaving an appropriate reviews. You should be ashamed of yourselves for sending these made-in-China products that are so so sparse, its ridiculous! Compare the pictures of the wreath and ******* on the website to what I got! You could say its from the dollar store! Also compare them to a $60 wreath I got from Michaels craft store in ****** (pictures attached). The ******* is literally branches that are falling apart with some twigs of plastic leaves. Only one side of the ******* has leaves/flowers! This is false advertising, I am going to be filing complaints. And this wreath is $159 and ******* for $189! These products are literally cheap Chinese ******** I demand that this scam company stop advertising fake product that dont look anything like what they send. I WILL be filing additional complaints for false advertising!

  

  Business response

  05/23/2024

  Hello,
  
  Thank you for forwarding this customer's complaint to us. We have already addressed this with them directly and have decided to issue them return labels so they can return the merchandise to us for a refund. It is worth noting that customer has ordered from us multiple times in the past and every time we have observed a pattern of harsh complaints and verbal abuse directed at our representatives to demand for refunds for the same reason as the current complaint. We wish them well and hope they can find merchandise elsewhere that would meet their expectations.

  Sincerely,

  Balsam Hill

  Customer response

  05/24/2024

   
  Complaint: 21751044
  
  I am rejecting this response because:
  I have not received an apology. I will not be slandered. Instead of addressing the problem with your garbage products and your garbage customer service, you point the finger to me? Have you seen your better business reviews? Have your seen the reviews on your own website?  And your customer service is a  joke bc you are in the *********** and dont comprehend the English language!  This scam business has subpar customer service bc the staff are incompetent. I will need the product AS ADVERTISED on the website - fluffy and full. What I got was bare and sparse. I will be filing false advertising complaints and other complaints in ****** and in the ************** 

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

  

  Business response

  05/30/2024

  We stand by our previous statement about the quality of our products. All photos on the site are of our products, and we're happy to provide assistance and guidance to the customer to help shape the product, so it has the same look as the photos on our website. We also offered to replace the items. Finally, we have offered no charge return labels and are happy to provide a full refund once the items are returned.

  I have attached the return labels as proof that we are working to provide a refund but require the items returned. As of 5/30/2024 there is no progress on the return. These labels expire in approximately 7 more days. Should they expire, we would need to complete new return orders with new labels. 

  Customer response

  05/30/2024

   
  Complaint: 21751044
  
  I am rejecting this response because:
  
  these are clearly not the same. They took a better version of their products and took photos for the website. Please see the reviews on their very own website! Unfair that I have been buying their products and they now say I should shop elsewhere. lol. Wow. How about actually addressing my concerns? 
  

  moreover, those labels are for shipping from ***********. I am NOT driving from ****** to the ** to return these items. Too bad, so sad. Youll have to provide label for shipping from ****** and refund me for the taxes I paid on the items for bringing them across the border and also cover the cost of the taxes on the way out the border. 
  Sincerely,
  
  ********************************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I wanted to flag an unfair/deceptive marketing concern with the retailer Balsam Hill. Their website advertises a $50 off coupon if you sign-up for their email list. Specifically, the language states, "Become an Insider. Get $50 off your next order when you sign up for our email list. Be in the know on exclusive offers, new arrivals, and tips for entertaining." I signed-up, but when I received the coupon, it said that I needed to spend $250 to use the coupon. This was not disclosed prior to signing-up and sharing my information with the company. I reached out to customer service and while they acknowledged the language was not forthcoming, they refused to honor the coupon as promised. I'm looking for them to honor the $50 off my purchase even though it is below the $250 threshold and to update their language so it isn't deceptive.

  

  Business response

  03/19/2024

  Hello,

   

  Thank you for forwarding the complaint to us. We have looked into their issue and have found that they have spoken to a supervisor about this same instance. We have explained that we cannot apply a $50 discount towards their recent purchase as the order value did not meet the criteria for the $50 coupon they wanted to use. Their reasoning for us being deceptive with our campaign is mis informed as it was clear that there is a minimum spend amount before the discount code can be used when applied during checkout. They had the option not to proceed with the purchase if the $50 discount wasn't valid. They also could have visited our public page where we have other available discount coupons. The email they also received after signing up for the newsletter described that the code had a minimum spend. We have also attached screenshots of how the discount is marketed.
  
  Thank you,

  Balsam Hill

  Customer response

  03/21/2024

   
  Complaint: 21448549
  
  I am rejecting this response because they have not addressed the underlying issue of an unfair and deceptive marketing practice. The text displayed when an email address is collected does not include a minimum amount that needs to be spent. Until that text is updated to be accurate, the company needs to honor their commitment: a code for $50 off your first order (no minimum specified) in exchange for an mail address.

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

  

  Business response

  03/23/2024

  Thank you for sending their response. Because the customer has already made the order and has not inputted any valid coupon codes, we are unable to issue a refund or credit of $50 to them.

  However, we can offer a new special discount code we will generate for them for a future purchase. It is also a $50 coupon code which is valid until December of this year. It is a one-time use code and cannot be reused. If they wish to accept this code, we will send it to them.
  
  -Balsam Hill
  

  Customer response

  03/25/2024

   
  Complaint: 21448549
  
  I am rejecting this response because I am unclear what the minimum amount I will be required to spend is when I receive the new $50 off coupon. With that information, I can decide whether to accept the offer.

  I would also re-emphasize that the business also needs to address the language at point of transaction (the transaction here being when you enter your email to receive a $50 off coupon.) As it currently reads, the language is deceptive. It must include "On a minimum purchase of $250" to come into ethical compliance and no long be unfair and deceptive marketing.

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

  

  Business response

  03/25/2024

  Hello,
  Thank you for your response. The new $50 coupon we will generate for you will not have a minimum spend requirement. It will be valid until December of this year and can be used one-time only. Please let us know if we should proceed to generate it for you.
  Thank you,
  Balsam Hill.

  Customer response

  03/26/2024

  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

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since last September 2023, I have been repeatedly lied to by Balsam Hill about replacing the malfunctioning foot pedal that switches the lights on/off on my European Fir tree. At first I was told it couldn't be replaced until after the holidays when inventory would be restocked. On January, I was told it would be in Spring. Now at the end of February (right before Spring starts) I was just told that now it would be November . This tree, w/this foot pedal as part of it, is in stock and being sold on Balsam Hill's website right now so that means that the company has the piece that needs to replaced so I asked if someone could just take a foot pedal out of one of the boxes and send it to me since I am an existing customer and, in good faith, had paid for this tree and all of its components. I was told no by ***** (who said he was a supervisor). When I asked to speak to someone higher up, ***** refused and said that I'm not allowed to speak to anyone higher up. This is the worst excuse for customer service I've ever seen. Balsam Hill makes a big deal out of their great warranty & great customer service--it's one of the reasons I agreed to pay this much for a tree. This is deceptive advertising and they must be held accountable before other hard-working people are fleeced out of their money as I have with mine.

  

  Business response

  02/27/2024

  Hello,
  Thank you for forwarding the BBB complaint to us here at Balsam Hill. While we regret to hear about what happened to the customer's lighting issues on their tree, we're glad to inform you that we have already communicated with the customer and we have shipped out a warranty replacement for the new tree: **************************************************************************************************************.
  
  We hope this information helps.

  Balsam Hill Customer Service

  Customer response

  02/28/2024

  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,
  
  Carla ******

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Second tree in 5 years to have light failures, will not replace since original purchased in 2019 and replaced once and returned tree. Three strands of lights blown out, as directed y help desk replaced all bulbs on one strand---no change. Expect better responsibility and replacement when having issues. Have refereed two of our children, in-laws, my two sisters, and two friends to purchase Balsam Hill trees, ******* and wreaths. Now doubting / regretting it.Appears to be built in obsolescence and poor quality of material for lights and poor customer service in caring...last spoke with *****, Help Desk Supervisor, recommended put strands of lights on trees to compensate for the three strands out...really on a $800 tree! Our two *************************** trees are 10 years ************* at Home Deport still work!

  

  Business response

  02/27/2024

  Hello,

  Thank you for forwarding the customer's ******************** complaint. We have checked for orders under the email address they provided and we'll still need more information regarding the matter. The last record of contact from their end was an email we received yesterday, Feb. 27, 2024. Where they detailed they had their original tree purchased in 2019 and was replaced once. Now they are having three strands of lights blown out, and they replaced all bulbs on one strand but this did not fix the issue. We regret to learn about what happened. We would love to look into the issue further if they could provide us with the order number. As they have mentioned the tree is from 2019, we will no longer be able to replace it as the 3-year light and foliage warranty has already expired, however, we can definitely help them with troubleshooting to get the lights working again.

   

  We look forward to their response.

  Balsam Hill.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had tree for 3 years and 1 month. Spent over$1200 and the base was broken when I was taking it down in January 2024. Called and wrote to Balsam Hill and they are offering $10 off a new tree. That would mean I spent $400 per year for the use of this supposed quality product.

  

  Business response

  02/06/2024

  Hello,

   

  Thank you for forwarding the customer's BBB complaint to us. We have reviewed the issue. This order was for a Flip tree in November 2020. All Balsam Hill Tree products come with a 3-year Warranty which ended December 31, 2023. Unfortunately, the issue with the broken Flip pedal was reported January 19, 2024 which was after the warranty coverage ended. Due to the nature of this part not being replaceable, this would necessitate a full tree replacement which was not possible outside the warranty coverage. Instead, we initially offered a $10 discount for any future purchase (our representative meant to say 10% off). A supervisor call was requested by the customer and one of our supervisors called them up about 6 hours ago to acknowledge the issue and explain the warranty coverage, as well as apologize for the typographical error with the $10 discount vs 10%. Offered them up to 15%. The customer declined and advised us they will no longer recommend our products. We understand where the customer is coming from and it is indeed unfortunate what happened. Unfortunately, we are unable to issue a full replacement for this.
  
  Thank you,

  Balsam Hill

• Initial Complaint

  02/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid $2997, was delivered MALFUNCTIONING / LIGHTS SHORTING OUT. Contacted **************** immediately who said since I was reporting malfunction within 30 days and they would have difficulty getting me replacement tree before Xmas, they would honor the full refund/exchange after Xmas. They documented their records with my call (they confirmed their records are documented with my timely call/report). I have many VIDEOS DATE & TIMESTAMPED of the shorting out lights (FIRE HAZARD- note in videos that flicker and green only is not an option on controller). Called after Xmas and they are NOT HONORING the 30 day REFUND or EXCHANGE policy as promised; they will not refund or exchange for different tree and will only send exact same tree which we don't want because its faulty/dangerous. **************** Rep told us he was the manager and supervisor and there was no one above him to escalate our complaint to. DO NOT BUY!! Tree is not prefluffed-required extensive fluffing. Realistic needles are only on outer tips of branches. Interior core branches are NOT REALISTIC at all. You think by spending a premium you are getting higher quality and good customer service - YOU ARE NOT GETTING QUALITY PRODUCT OR SERVICE.

  

  Business response

  02/04/2024

  Hello,

  Thank you for forwarding this customer's ******************** complaint to us. As per checking, we have already processed a Full Tree Replacement warranty order for them on 2/2/24, this should ship within the next 2 business days. They have also been sent a return label so they can conveniently arrange for a pickup with ***** and return the defective tree to us free of charge.

  -Balsam Hill

  Customer response

  02/05/2024

   
  Complaint: 21241547
  
  I am rejecting this response because I do not want the same model faulty tree. I have shipped the faulty tree back already. I will not accept delivery of the same model tree. I contacted balsam promptly in Dec and have date and time stamped videos of the malfunctioning tree immediately upon delivery. Balsam promised to honor the full 30 day refund/exchange and now they are saying they will not and will only send me the same model of faulty tree. I was willing to exchange for different tree now vice refund but they refused after promising to do so in Dec. 
  
  Sincerely,
  
  *********************

  

  Business response

  02/06/2024

  Hello,
  
  Thank you for the response. We apologize as we are unable to change the tree model. Our warranty policy enables us to send a full tree replacement of the same model only. There are no exceptions to this. If the customer does not want the replacement tree, we will not have any alternative resolutions for them.
  
  -Balsam Hill

  Customer response

  02/07/2024

   
  Complaint: 21241547
  
  I am rejecting this response because:
  I contacted Balsam Hill on Dec 18 with report of malfunctioning tree (date and timestamped videos attached).]
  Balsam Hill told me I could exchange or return tree but they could not guarantee a tree before Christmas, so they OFFERED AND PROMISED that I could do exchange AFTER Christmas and they CONFIRMED they documented my order as such.  
  I do not accept the same tree as it is clearly poorly manufactured with a faulty controller that is a fire hazard. They are not honoring their policy as promised to me.  
  They required scheduled delivery with signature required for delivery and return of the tree as it is a high value item and per ***** freight, standard.  They shipped the replacement tree without my consent - I explicitly told them I did not and would not accept, and instructed ***** freight to drop it on my property without any scheduling or signature required from me, and without authorization for return to sender.  Per ***** freight, this deviates from Balsam Hills standard procedure and is against ***** freight's policy for delivering high value items worth over $1000.  I do not understand WHY Balsam Hill REFUSES to satisfy a customer that spent over $2900 on a faulty malfunctioning tree. Sincerely,
  
  *********************

  

  Business response

  02/08/2024

  Hello,

  Thank you for forwarding the customer's response. Allow us to explain the timeline of what happened and what was agreed upon.

  *The order for the tree was placed on November 25, 2023.
  *The customer first called us to report a lighting issue on December 18, 2023. We reviewed the call and it was clear that both Balsam and the customer agreed to process the warranty replacement after the holidays as the customer's issue necessitated a full tree replacement inclusive of a freight return for their current tree.
  *The customer called us on February 2, **** to get the replacement, however they were demanding to have the tree exchanged to a different model. We explained that it was not possible to do an "exchange" as the Warranty policy allows only to replace the tree with the same model. There was no agreement to exchange it for a different model. We offered a $100 credit back (which they declined), alongside the warranty full tree replacement. We then went ahead with processing the full tree replacement as the customer did agree to it by saying "you can go ahead with your little exchange" and proceeded with threatening to post on ************ about their experience. We then processed their freight return and the full tree replacement.

  *On February 7, ****, the customer called and demanded a supervisor as they already received the full tree replacement we shipped. They complained that they did not authorize the delivery and did not want the tree. Our supervisor explained that the Return and Exchange to a different model that they wanted was not possible and what was processed was the Warranty replacement which was, for the same model.
  
  We have to stand behind our policies. There was no agreed upon return and exchange to a different model as we do not allow for returns and exchanges to different models after 30 days or after December 25 (whichever comes first) **********************************************************************. We honored our end of the warranty policy by processing their full tree replacement as agreed upon after the holidays. ****************************************************************.
  
  Sincerely,

  Balsam Hill
  
  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought two Christmas trees in December, from Baslum Hill that was advertising on ********* Website: ************************************************************************************************************************************************************ Tracking: AM214750628CN I have contacted tracking number company, they say it has been delivered. I have checked at post office too. I have contacted Balsam Hill, and they say they have no order

  

  Business response

  01/29/2024

  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. 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 any social media 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.
  
  For more information on this, visit:
  *****************************************************************************
  *************************************************
  
  
  Please feel free to get in touch if you have any questions or concerns
  
  
  Balsam Hill ****************

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for a Christmas tree on 12-3-23. I was told 5 to 10 days I would receive it. Here it is 1/24/24 I've received nothing. I've tried to email them. I have 2 different email addresses. Balsam Hill <**************************** and ************************* They are both invalid. I paid $57.68. Order #****************. When I looked up the tracking number they gave me it said it was delivered on 12/30/23. I was home all day, nothing was delivered to my address.

  

  Business response

  01/24/2024

  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

  01/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a new Christmas tree from Balsam Hill via their website on 12/31/23. The price was discounted due to a. Holiday sale. I received an email on 1/2/24 from Balaam Hill saying the item had shipped with a Fed Ex tracking #. After a week of the tracking info not updating, I contacted Balsam Hill and received several different answers for the delay. First saying its a Fed ex issue then saying their warehouse was backlogged. Now they say the item had been sold out and dont know when it will ship even though their email on 1/2/24 says it was shipped. A bigger issue here is that the very same item is still available on their website so others can order the tree and not know its sold out. I added images of my confirmation email and shipping email as well as two screen shots from their site today that shows the same tree can be ordered now even though they tell me its sold out.

  

  Business response

  01/21/2024

  Hello,

  Thank you for forwarding this complaint to us. We have reviewed the customer's concern. It's unfortunate but this product is no longer available for the time being and will be pulled from the website shortly. The order has been cancelled and the customer shall receive a refund within 3-7 business days.

  Thank you, 

  Balsam Hill

  Customer response

  01/22/2024

   
  Complaint: 21173388
  
  I am rejecting this response because:
  Cancelling the order is the simply and easy way out of this. I understand I get my money back but that was never an issue as I knew Id get my money back. The issue is that this company had a product showing available on line as recently as Saturday 1.20.24 that obviously wasnt available. As you can see by the attached email I received Sunday 1.21.24, it was suggested I place another order for the same tree since this order was canceled due to me filing a BBB complaint. The tree, if even available is now at least $200 more expensive and being that I placed my order when larger discounts were ordered, I have now missed out on that opportunity. 
  Sincerely,
  
  *************************

  

  Business response

  01/23/2024

  Hello,

  Thank you for the response. This particular tree product the customer ordered had a problem with the inventory count on the website vs the actual stock count. Their order was allocated a tracking number but was not picked up by the courier due to the inventory being sold out. At the moment, the product is still listed online but these will be taken down soon once the inventory has been updated.
  
  The customer's order has been cancelled and refunded. Should they wish to order something else, we recommend them to email us and we'll provide a special discount code for their trouble.
  
  Thank you,

  Balsam Hill

  Customer response

  01/23/2024

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

*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. ↩