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:12/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a tree on 11/26/24 and it was delivered on 12/3/24. When I plugged it in, the lights didn't come on. I reached out to customer service on 12/8/24 and they stated a new tree would be shipped out on 12/9/24. On 12/16/24 I didn't have any additional information, so I reached out multiple times via email. I received no response. On 12/23/24 I reached out via chat, and was informed that it had shipped, on 12/19/24, 10 days later than what was stated. They told me it was a ***** problem and disconnected me 3 different times trying to discuss this. The tree not being delivered in time for Christmas is hardly a ***** problem when it was shipped too late to be delivered on time. Customer service was rude, refused to even speak to me after telling me it was "still a ***** issue" and refused a return.

• Initial Complaint

  Date:12/23/2024

  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.

  This is a prelit tree that is brand new. The lights are flickering, shutting off and on....there appears to be a short in the main plug. All outlets and troubleshoot options were attempted. It's Cleary a hazard. I've reached out to the company for help 3 different times to no avail or response. We either need a replacement or refund. This tree is not functioning safely.

  Business Response

  Date: 01/16/2025

  We will reach out to this consumer to resolve the issue

   

  National Tree Company

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 1, 2024 I ordered a pre-lit Christmas wreath from National Tree Company. I spent $136.87 on the wreath and it was delivered in a timely manner but I don't particularly like the wreath and would like to return it. I tried to go through the companies website to return the wreath but they want to deduct a $75 shipping fee for the return. Their website states We offer return shipping labels for your convenience, costing $75 per box for trees, firepits and patio furniture. All other products are $25 per box. For any item purchased for $35 or less, there will be a $10 return fee per box. Unfortunately, you cannot buy your own shipping label, the return label MUST be purchased through National Tree Company or you will not receive a refund." As this is not a "Tree, firepit, or patio furniture" I believe the cost for shipping should be $25. I have tried to contact National Tree Company numerous times starting December 5, 2021. I sent an email and left voicemails, but have not received a return call. There's urgency in rectifying this problem quickly as their return policy states "We have a 30-day return policy, which means you have 30 days after receiving the item or prior to December 25th (whichever comes first) to request a return."

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 12/29/22, I purchased from ****** a 7.5 ‘ Feel Real Princeton Deluxe Fraser Fir tree made by National Tree Company for $610.60 (price and tax included). The tree box was not opened until December 2023, when we used the tree for the first time for the holiday season. When we set up the tree in November 2024, the lights would not come on. According to the instruction booklet, the tree is covered under a warranty against defects in material or workmanship for a period of 3 years. I have been trying to reach the company for over a week with no success. Most times I get a recording saying I am calling outside hours (which I am not). I was able to leave 1 voice message and did also send an email. I have received no response.

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2023, I purchased a 70 LED Light Starter Set manufactured by National Tree Company for $79, with tax $86.23. The lights stopped working in January 2024. Since it had been more than 90 days since I purchased them from the seller on Amazon, they would not take the lights back, refund my money or replace the lights. The box states on it that National Tree has a 3-year warranty on lights. I registered the product, even though their site is only for the registration of trees. I called to inquire about repairing the lights. I was told that they do not repair lights. I asked to speak to a supervisor. The supervisor also stated that they do not repair lights. I again stated that there was a 3-year warranty. She told me that I should send them back to the seller. I told her that it was not the seller's product it was National Tree Company's and the warranty on the box was from the manufacturer of the product (NTC), not the seller. The customer ********************** representative stated that she would replace the lights because of the confusing verbiage on the box and the company's site.

• Initial Complaint

  Date:01/22/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 an artificial Christmas tree from the company. The plastic on the bulb was broken causing the tree to not light up and exposing an electrical connection as the bulb wouldn't "hold" into place any longer. I glued the broken piece together to get through Christmas. Emailed their customer ********************** right away asking how to proceed and if it would be a fire Hazzard if I continued to use the tree. They asked for an image of the attempt to fix. So i sent them a picture. They responded with an email stating since the tree had been tampered with the warranty was void. This is their business, poor customer **********************. The tree was not cheap and now I'm out the money and no use for a fore hazardous tree.

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Christmas tree in 2021. Worked well first two years but this year sections of lights kept going out. They sent me a strand of lights and some replacement lights. The tree is prelit but the strand they sent doesn’t go on like the original ones. The tree is still under warranty until November 2024. I talked with the company twice and they said to call back after January 14. They were rude the second time I called. And if I mail the tree back to them they will repair it. They said I will need to get a box for shipping. I think this is a lot to ask a customer. I have tried calling many times today and can never speak with anyone. Can you help me?

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Order#: ***** - I placed an order for a Christmas tree. I put in my address in *******. When the order was processed, their website defaulted to my prior address in *******. Within minutes I called to let them know the address was wrong, and I sent an email. I was told it was too late the order already processed and the tree would be delivered to an address I was no longer living at. I called Customer ********************** and was told to call Fed-Ex to change the delivery address. Fed-Ex said only the shipper could change the address. I called back to let them know what Fed-Ex said. I was told, "We don't call Fed-EX, your tree will be delivered". I was then told once it was delivered I could start the return/refund process. When I again reached out, I was told I put in the wrong address and it was my fault, and they would take no further action.

• Initial Complaint

  Date:12/20/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 12/6/2023 (11:52am) I placed an order with a company representative over the phone for two (2) items totaling $61.12 and I was informed an email would be received shortly to confirm the order. Not until 12/7/2023 (9:45am) was said email received. On 12/7/2023 (11:11am) I replied to the email requesting my order be reduced from two (2) to one (1) item. On 12/12/2023 (8:26pm), having received no response I forwarded my 12/7/2023 email requesting the status of my reduced order. On 12/12/2023 (11:33pm) I received an email response "Unable to cancel or make changes to your order. Our system processes orders extremely quickly to ensure our customers receive their order ASAP." Well, if the company would've ACTED "extremely quickly" with my 12/7/2023 email request and not sit on said request with their eventual response coming 5 DAYS LATER, they would've reduced my order as initially requested. But because the company FAILED to act "extremely quickly", they now say I will incur a $25.00 restocking fee should I REFUSE the one (1) item (@$30.56) which I received but still have not opened. Seriously?! They INTENTIONAL ignored my email so that I would be STUCK with the second item. Due to their clearly apparent poor internal controls, request I below allowed to REFUSE the one (1) unopened mailing and NOT incur the $25.00 restocking fee.

• Initial Complaint

  Date:12/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 beautiful slim Carolina **** Christmas tree earlier this month. We just pulled it out of the box and the item sent is not at all the full, lush, realistic looking tree that I purchased. The tree we received is thin and bare, it looks like a twig. I have spent the last hour fluffing it and I can still see the wall behind the tree. What a huge disappointment. This is a total bait and switch from the company and Id like to warn others before they purchase from this company- its one of the few businesses that sell Christmas trees and they are sold over several platforms. This tree is a waste of money, highly misrepresented, and the original photo is not at all what you will receive. I have requested a refund for this tree from the company and have not received a response from the company at this time.