Balsam Hill
Reviews and Complaints
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Verified ReviewerStuck with a defective tree, thanks to Balsam Hill
Bought a tree in 2018. Tree arrived during summer and when we assembled it noticed that a light was out because the wire was broken.
I called Balsam Hill and they sent me a "free string of lights" and said I could restring that section. I don't work at Balsam Hill and am not proficient at "restringing" trees. After a couple of years we reassembled the tree and noticed that a lot of lights were out in that section. I called Balsam Hill and told them that I am not happy with this tree.
They said that they could send me another string of lights, because it was out of warranty, even after I explained that I do not restring artificial trees. Why didn't they fix the tree when I reported it in 2018?Stay away from Balsam Hill Their customer service is the worst. I told The supervisor, Ryan, that I will be sending the tree back and he said "you can't do that".
I will not do business with a company that does not stand behind their products. Wish I had never heard of Balsam Hill.
- Warranty issue
Preferred solution: Deliver product or service ordered
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerProduct misrepresented. Full refund denied
- Joseph and marsha in customer service were polite and pleasant
- Very pool customer service
- Customer service supervisor felix very rude and confrontational
- We were assured a 100 percent refund which was later refused
Preferred solution: Full refund
User's recommendation: Do not do business with Balsam Hill!
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerFLAWED PRODUCT
- Received item quickly
- Did not honor refund policy
- Item was flawed
- Customer service delayed resolving
Preferred solution: Full refund
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Burnet, TexasLights going out
User's recommendation: Do not buy Balsam hill products
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerPoor Customer Service
- Beautiful products
- Appearance of tree
- Horrible customer service
Preferred solution: Let the company propose a solution
User's recommendation: Check their BBB profile and you'll be shocked. Pay less and buy a tree somewhere else.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerNon availability of master bulbs
- Lack of customer service
- Unfair and deceptive trade practices
Preferred solution: Let the company propose a solution
User's recommendation: don't purchase
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerPissed off
BWe have, been looking at buying a Balsam Hill tree for years and finally did. On sale is was $1700,
It arrived in a timely manner and we set it up over this weekend.
My wife was not happy when multiple small branches fell off as we were setting it up.
The directions to set it up were okay, but not obviously clear.
Called customer service and the person we got was completely unhelpful. He had clearly never set up a Balsam Hill tree before as his advice was completely useless. He then said he would send replacement parts for 3 sections of the tree that were not lighting up. I asked to talk to a supervisor before he did anything.
He said there were no onsite supervisors and that I would have to wait at least 30 minutes and then he passed me over.
I was on hold for 20 minutes and finally hung up as I was so frustrated.
We then got an email saying that the 3 replacements sections were being sent to us, which we never okayed.
I called customer service to cancel the replacements as we had in the meantime figured out how to get them working.
The person who answered could not locate the order via the order number nor my wifes cell phone. And said the replacement parts could not be cancelled as we had not called back within 30 minutes to cancel.
The reorder stated that it would take 2-4 days to ship.
Makes no sense that we could not cancel when the order had not even been shipped.
Then the phone call got dropped.
I called back and some how got the same person,
He said Oh yeah, phone calls get dropped all the time.
I asked to talk to a supervisor and got put on hold and then 12 minutes into the call, the phone got cut off again.
VERY unhappy with Balsam Hill
My wife, who talks to a LOT of people, will be broadly broadcasting her unhappiness with Balsam Hill
The tree is okay, but their customer service is about the worst I have ever experienced.
John Enright
- Horrendous customer service
Preferred solution: a live person to talk to who actually give a ***
User's recommendation: Buy a tree elsewhere
Incomplete refund
At the end of November I ordered ornaments for the Balsam Hill tree purchased in June. There were 4 parts of the order.
Two items on the order came directly from Balsam Hill in a timely matter (the first part of December) The 2 parts (6 bordeaux eggs ornaments and a package of ornament hangers) were sent through another delivery - the last we saw of them they were in Kentucky. Customer service had me track them again. No result. Customer service then advised me that I would be refunded for the amount of the purchase.
The week of Christmas arrived. I had not received any refund nor the ordered shipment. In calling Customer service again I was informed that inasmuch as it was after service I would only receive a 40% refund and if the order arrived I was to return it to Balsam Hill.
I now have a $33 refund (finally) on my AX card.
I ordered these items from Balsam Hills in all faith that they would arrive on time. I realize that mistakes happen occasionally in shipping.
However I feel that I received incredibly bad service in your dealing with this problem. Even if the order had arrived my first inquiry it would have been too late for my use. The tree was decorated (the tree I purchased from you and decorated with the ornaments I purchased from you - using makeshift hangers I might add) and when I contacted your customer service (service is not what I received) I was told it was after Christmas so I would not receive the refund I had previously been told I would get. I cannot wait to tell my friends about the poor service to expect from Balsam Hills.
They have beautiful trees and ornaments but do not expect anything from them if there is a problem. The merchandise is expensive and not worth the investment if you do receive any assurance that you would be reimbursed for problems that occur -- doing business with Balsam Hill is a real gamble - try it at your own risk.
Sincerely - Cleo Brimhall - Salt Lake City, Utah -
PS Do you realize that if I had waited to order these items until after Christmas they would have been less expensive than my settlement?
Ornament hangers: 927489****5404 Burgundy egg set 00779460 Dec. 7 Hebron KY awaiting delivery
I might change my mind about the honesty of your company if you decide to refund the full amount of my payment.
- Beautiful merchandise - trees - storage - ornaments
- Quality merchandise
- Had to pay for items never delivered
User's recommendation: Do not trust their billing practices - wonderful quality - but Company does not stand behind refund problems
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerCustomer complaint
- You dont get a tree
Preferred solution: Deliver product or service ordered
Purchased 2 trees totaling 1,667.07. Only partial working of both trees
- Terrible customer service
- Product
- Bad product
User's recommendation: Don't waste your money, I should have checked reviews before ordering. Next reply from them will probably use covid as a reason!!!
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerPoor - nay awful - customer service and disdain for those with issues
Beware of Balsam Hill. I have been trying to get a working tree for two years.
I sent this to every contact point I could find.
TO: Mac Harmon, CEO, Balsam Hill
Please take a moment to read this and see if you can explain why my request was met with such disdain last Christmas. My tree from original order H00125**** failed to properly light last year ... the second year in a row. I called to arrange a warranty replacement and was approved, but you did not have my tree in stock.
I was told "that is a very popular tree and we sell out every year." They agreed to send me lights, which they did, but the reason I bought your tree is so I would not have to put lights on a tree ever again. I was 68 at the time and have arthritis in my hands.
So, I offered a simple, elegant and fair-to-all involved solution. I found another tree I wanted, so I asked them to issue a credit to my account so I could order a different tree and pay the difference. They seemed offended by my suggestion.
Arrogant even. The sheer absurdity of the response made me question the integrity of your company. I was told the following: "The only way we can do that is if your tree has been discontinued. Your tree is one of our most popular models and is still current.
We always sell out."
And they were not even friendly about it at the supervisor level. They were rude.
Therein lies the issue. If the tree is a huge seller and always sells out, where is the logic in denying my request. I get a tree, you get more money and you get one more tree to sell the next year and make one more client happy.
Now, it is October and I want to put my tree up next week.
But guess what. No tree.Once again, I ask this ... will you issue a credit and allow me to order a new tree. I could live with this one 8' BH Balsam Fir 64" Color + Clear LED $1,399.
A bigger discount would seem to be in order as a customer satisfaction show of good faith.
This has been a horrible experience and I can not recommend your company in good faith. I own a Christmas ornament business and have sold untold numbers of trees for you.
- Tree is nice but would be nicer if the lights worked
- Beautiful tree
- Look of tree
- Customer service terrible
- Customer service was terrible
- Not honor their warranty
Preferred solution: Full refund
User's recommendation: Steer clear and visit https://www.milaegers.com/istar.asp?a=3&dept=1225&class=85
No satisfaction from customer service Supervisor
First: the top section of my 7ft tree will not light, therefore called the company for assistance with no resolve! I've done everything possible according to written directions that came with the tree!
I find no wire problem and have checked every light/fuse, nothing has brought lights back to the top section of my tree, the tree looks SICK, very disappointed, I wouldn't recommend this company for this and also my next disappointing problem.Here goes:
Second: I ordered a Star Tree Topper, used it only one season (20 days max), took it out of packaging this season and the damn thing fell apart. The front and back sections of the topper are completely unattached, the rod in the center which gets attached to the trunk of the tree, fell out on the floor!!!! This is a product that is made by a manufacturer that Balsam is representing, I feel Balsam is responsible for selling this RIP off, Balsam should have offered me a replacement, THEY DIDN'T!!
I never used the tree or tree top at all last year, we were with family out of state.
Over the years I have recommended Balsam to friends and family who purchased trees, etc....never again!!!
Now what do I do???? My 7ft tree and Star Topper have completely taken the joy out of the season!!!!
Think twice people before buying from Balsam!
If you have a problem they are not helpful with resolving the problem, the person answering the phone has no authority, without the consent of a Supervisor, to replace or credit you or me because of a defective product they are selling!!! I thought I was buying from the BEST when I ordered from Balsam....
Very, very disappointed customer!
- Starts out great
- Online product appearance
- Customer service
- Quality of product and poor customer service
- Customer service resolution
Preferred solution: Let the company propose a solution
User's recommendation: Think twice, they don't stand behind their defective products!!
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerLights have failed after 4 years
- Nice tre
- Lights failed after three years
- Poor quality in light bulbs
Preferred solution: Full refund
User's recommendation: Do not buy from Balsam Hill - save your money
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerProblem with refund
- Received item quickly
- Nice tre
- Failure to refund
Preferred solution: Full refund
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerOur lights on the tree do not work.
- Look of tree
- Almost everything about your company
Preferred solution: Deliver product or service ordered
User's recommendation: Poor Customer Service.
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horrible customer service, beware, they actually do fight you.