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Business Profile

Outdoor Furniture

National Tree Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Outdoor Furniture.

Complaints

Customer Complaints Summary

  • 28 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/08/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 purchase a tree from this company that is still under warranty. I contacted the business to service or replace my tree. They told me that all I could do was submit a claim on the warranty in January. I informed them that my warrant expires in December. They told me that this does not matter and that I will have to call in January to do anything with the warranty. I asked if I could get that in writing, and they told me no. They said they dont put anything in writing. Both customer ********************** agents that I spoke with were rude saying *** already told you this!! Ive done my job!! What else do you want me to do?!?! I then asked for one of the agents names, and he told me I dont give out my name. I then asked to speak with his manager and he proceeded to hang up the phone on me. I would like my tree to be refunded. I have heard from others that if you get them to fix the tree, they charge $70 shipping fee! So I would just like for my purchase to be refunded. I will never do business with this company again.

    Business Response

    Date: 12/09/2023

    We will contact the customer and attempt to correct this situation.

     

  • Initial Complaint

    Date:12/07/2023

    Type:Product Issues
    Status:
    Unresolved
    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 a $250.00 Christmas tree on December 2nd, 2023, and it arrived on December 6th without a plug, cord (for the 500 lights), or directions. I attempted to call, held a long time, and was told it was not her department. The person transferred me to another number; I held a long time & had to leave a message. We sent an email requesting a return label; we've received no response. I stated that we have no desire to have missing parts shipped to see if the lights on the tree will work while our window of return narrows (30 days, or Christmas, whichever is first). I have since learned that National Tree Company has a F rating with BBB. Their website states that we must receive a label from them to ship the tree back, but they will not respond to me. I guess we will ship the tree back to them anyway, and contest the $250.00 charge with our credit card company. Any assistance that you can provide in helping us to receive a refund for the defective, damaged, or incorrect tree that arrived without the needed parts in the box will be greatly appreciated. Our order number for the Christmas tree is *****. Thank you, *********************

    Business Response

    Date: 12/09/2023

    A return label will be issued to the customer at no charge.

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

    Customer Answer

    Date: 12/15/2023


    Complaint: 20976074

    I am rejecting this response because:
    The message from the business, National Tree Company, (stating that a return label will be issued to the customer at no charge), is acceptable.  However, the unidentified gentleman from National Tree Company, who called me Saturday did not demonstrate good faith.  I was out shopping, and he wanted me to give him my order number.  I told him that the order number was given to him on the telephone message, as well as my email.  He stated that he would have to check his records.  The order number, *****, has already been given to him in 3 ways; 1-the telephone message, 2-the email, and 3-the complaint with bbb.  I asked him to give me a call back on Monday, 12-11-23, he stated that he would, but he did not.  He needs to send the return label, free of charge, to my email ****************





    Regards,

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

  • Initial Complaint

    Date:02/27/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Had filed at the beginning of the year after no response from company calls, said in January 2023 I would be getting a new tree in 2-3 weeks. Nothing from them! BUT I am sure I will get another call from them tomorrow stating that it will arrive shortly. Laughable. Here is the response from last time. This is dated 1/13/2023. Complaint *********** MESSAGE FROM BUSINESS:Just spoke to the customer Jan 13 - She is very happy to get a new tree. National Tree Company I would be happy if this was true, but it is not, so I am NOT happy.

    Business Response

    Date: 02/28/2023

    Tree has been sent FedEx

    Customer Answer

    Date: 02/28/2023


    Complaint: 19509295

    I am rejecting this response because:
    Unless I have a tracking number and it is trackable then I reject this response.


    Regards,

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

    Business Response

    Date: 03/03/2023

    Tree has been sent. Consumer was advised to her personal e-mail address.

     

  • Initial Complaint

    Date:02/13/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 National Tree Product through Wayfair on 12/25/21. The item was an outdoor Christmas Nativity display. The item arrived 12/28/21. Since Christmas was over, we decided to make sure the item worked before we put it away for the season. It indeed worked and we actually used it inside until we took the decorations down in Jan. 2022.In early Dec. 2022, we unpacked the item again and put it in our yard for the season. Within 10 days, the star no longer lit. We tried to fix the problem as did our next door neighbor (who is extremely handy). He said it could not be fixed. I then contacted ******* about the problem. Because I had bought the item 12 months prior, they said they could not help me. I then contacted National Tree company who immediately asked if I had registered the item which I hadn't. I went through the whole story and was basically told there was nothing they could do.Now I have a barely used nativity display which does not work - without the star, the scene is certainly not complete. I really love the display and if it worked, I would use it.

    Business Response

    Date: 02/14/2023

    We will contact the customer and try to resolve.

    We have asked the customer to provide a sales receipt.

    National Tree Company

  • Initial Complaint

    Date:11/04/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 a Christmas tree last season but didnt set it up until this season. Two sections of the tree lights are out. Company states there is a two year warranty but will not repair the tree until January, after the holiday season is over. Only solution they offer is to send strings of lights but its a pre lit tree and extra strings will ************* not comparable to what I purchased which was a prelit tree. Unable to contact supervisory help or escalate my issue with the company.

    Business Response

    Date: 11/22/2022

    We have been calling the customer to reconcile the complaint. But there is not an answer. Is there a daytime phone?

     

    Please send details to service @nationaltree.com

  • Initial Complaint

    Date:10/25/2022

    Type:Product Issues
    Status:
    Unanswered
    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 kingswood fir slender tree ( KW7-500-100) on 12-27-2021 I just opened to put up and the stand does not fit the bottom tree section. There is only 1 s**** Using 1 s**** the tree still leans to the other side and fall over . I called for a part replacement thinking they packaged wrong. Woman told me to register first and call back which I did. Then she proceeded to order part # FTS-32. Which looking up online only has 1 s**** and this Will Not work. Tree falls over . She **uldn't help any further . I'm seeking a refund then due to a faulty product and for ** to pay shipping if they want this back.Thank you

National Tree Company is NOT a BBB Accredited Business.

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