Paul P Opz

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

Stuck with a defective tree, thanks to Balsam Hill

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

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.

View full review
Loss:
$200
Cons:
  • Warranty issue

Preferred solution: Deliver product or service ordered

RICHARD S Qdv

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

Product misrepresented. Full refund denied

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
We ordered a $1,000 tree from Balsam Hill. When we assembled the tree, it did not function properly. We returned the tree, but only got an 80% refund. When we complained, Felix the Customer Service Supervisor was very rude, and told me that it was our fault that we didn't get our money back (!) The Sales person misrepresented their product, it didn't work right, and it's our fault?!
View full review
Loss:
$174
Pros:
  • Joseph and marsha in customer service were polite and pleasant
Cons:
  • 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!

VINCENT S Gck

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

FLAWED PRODUCT

Balsam Hill - FLAWED PRODUCT
Balsam Hill - FLAWED PRODUCT - Image 2
Balsam Hill - FLAWED PRODUCT - Image 3
I ORDERED A 36" LED BATTERY LIGHT CHRISTMAS WREATH FROM THIS COMPANY, AND WHEN IT ARRIVED IT WAS 26" ON A STRETCHED OUT GOOD DAY. THEY WOULD NOT GIVE ME A FULL REFUND, AND SAID I MUST PAY $10 FOR RETURN SHIPPING AS THERE POLICY STATES, " FOR A RETURN FEE TO BE WAIVED, THE ITEM RECEIVED SHOULD BE DAMAGED,/FLAWED,/DEFECTIVE. TO KEEP THIS SHORT, I CAN ONLY SAY, LOOK UP THE DEFINITION OF FLAWED AND DEFECTIVE, THEN THINK TWICE ABOUT ORDERING ANYTHING FROM THIS COMPANY... GODSPEED.
View full review
Loss:
$10
Pros:
  • Received item quickly
Cons:
  • Did not honor refund policy
  • Item was flawed
  • Customer service delayed resolving

Preferred solution: Full refund

Paul G Xxn

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
| map-marker Burnet, Texas

Lights going out

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
My tree is three years old and now half the bulbs do not light. The customer service is not technical help and no one there can even explain the master bulb in a string with fuses. I am tired of talking to them, they are sending me a new light string but can not help me find the problem and fi the ones I have. There are not tools on the market to test ad repair their lights because they are unique.
View full review

User's recommendation: Do not buy Balsam hill products

John B Uhs

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

Poor Customer Service

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I had a simple question about the amount of a refund. We returned a tree unopened and bought another one, which is very nice. So far. Anyway, the rep didn't know what was going on and the supervisor was rude, condescending and not helpful. He talked over me and interrupted constantly. I think it was deliberate, a ploy to make customers go away, like the horribly obnoxious hold music. He refused to connect me to his manager Albert, who he said doesn't talk to customers. So apparently once you buy a tree you cease to exist to them.
View full review
Pros:
  • Beautiful products
  • Appearance of tree
Cons:
  • 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.

1 comment
Guest

horrible customer service, beware, they actually do fight you.

GERALD M Lzc

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

Non availability of master bulbs

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I purchased a Fraser Fir in 2014. I know it is out of warranty. At least four of the six? strands of light are out. I have checked fuses, they are ok. I have traced the problem to master bulbs. I have contacted you twice in person, and twice in a chat. I was finally informed that you have master bulbs, but cannot sell them to those of us who need them. When I purchased this expensive tree, i expected it to last for my lifetime realizing that I would need to periodically replace bulbs. I never imagined that you would not allow me to purchase the needed master bulbs. So I now have a piece of expensive junk instead of a Christmas tree. This a blatant marketing tool to convince me to purchase a new tree. I will, just not from Balsam Hill and I will use social media to express my displeasure with Balsam HIll. Whomever is responsible for this policy does not understand the value of retaining existing customers. Bah Humbug
View full review
Cons:
  • Lack of customer service
  • Unfair and deceptive trade practices

Preferred solution: Let the company propose a solution

User's recommendation: don't purchase

2 comments
Guest

I have a similar looking master bulb. The whole section refused to light and all the bulbs in the sections were black.

I looked at the internal bulb and it looked similar to the other bulbs on the rest of the artificial tree. I carfully pried off the top plastic clear casing and then replaced the inner bulb and inserted the whole unit into the master bulb spot. It worked.

I then put the master bulb together completely, that is, the clear plastic weird covering back on the gray base. The tree is now functional again.

Guest

I have the same exact problem and they told me they could sell me a new tree. The worst company ever!

View more comments (1)
John E Wxn

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

Pissed off

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

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

View full review
Cons:
  • Horrendous customer service

Preferred solution: a live person to talk to who actually give a ***

User's recommendation: Buy a tree elsewhere

Cleo B Evv

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.

View full review
Pros:
  • Beautiful merchandise - trees - storage - ornaments
  • Quality merchandise
Cons:
  • 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

sandra b Gte

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

Customer complaint

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
ordered a tree and at the time it was in stock, 5 days after ordering i received a email from paypal saying my money had been refunded,i then phoned balsam hill and was told the tree was out of stock but a delivery had come in on that day DID I STILL WANT THE TREE well obviously i did so another order was placed, i waited for a tracking number which i did get after several days but the number was incorrect so i couldn't track it i waited a week then contacted balsam again when i was informed that the tree had been returned to them because the courier couldn't deliver for some reason, they then sent the tree out again and i waited for a tracking number but none arrived,i called balsam again and they said the courier couldn't deliver again i asked why the delivery driver didn't phone me and the supervisor didn't know, she said she would contact dpd and find out why and call me back, 20 hrs later and still no call from balsam, i have called balsam several times but they say dpd have not got back to them and balsam can not understand the concept of chasing it, now 2 weeks from Christmas day and no tree and no idea where it is, no refund so they still have my money so for them its a win win, absolutely the worst customer service ive ever experienced, 3 trees and i do not know if i will actually have a tree for Christmas at this rate
View full review
Cons:
  • You dont get a tree

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Des Moines, Iowa

Purchased 2 trees totaling 1,667.07. Only partial working of both trees

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Called about both,sent me second set the tops were both bent. Talked to them about that problem. Said they would replace tops but not until August 2021. I said I would prefer a refund of both, not interested in waiting until August. Obviously there is a big problem with quality of 9' narrow trees. Still trying to receive refund..will never order from Balsam Hill again. Purchases were not an inexpensive purchase, and should have been refunded no questions asked. Beware!!
View full review
Cons:
  • 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!!!

James B Lfo

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

Poor - nay awful - customer service and disdain for those with issues

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

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.

View full review
Loss:
$1049
Pros:
  • Tree is nice but would be nicer if the lights worked
  • Beautiful tree
  • Look of tree
Cons:
  • 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

1 comment
Guest

To add insult to injury, these are made by the same company that makes the trees you buy at Walmart or Home Depot. Check out polygroup.com and look up the retail partners

Alice B Ohd

No satisfaction from customer service Supervisor

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

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!

View full review
Pros:
  • Starts out great
  • Online product appearance
Cons:
  • 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!!

Mary M Bcp

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

Lights have failed after 4 years

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
We bought a Saratoga Spruce from Balsam Hill and were happy with it the first couple of years. Last year a whole string of lights on the tree went out and no matter what we did we could not get the lights to work. This year there are more strings OUT. We threw a couple of strands of mini lights that we happened to have as extras for this year so there would be lights on the tree. Next year I'm either cutting out the *** BH installed lights and using only string lights or supplementing with the extra strings of lights. For how much we paid for this tree the lights should have lasted longer than three years before failing. TOTALLY DISAPPOINTED IN THIS COMPANY.
View full review
Loss:
$50
Pros:
  • Nice tre
Cons:
  • 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

Lori Q Hyw

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

Problem with refund

I ordered a tree without lights in error. After sitting on hold for over 30min to speak to a representative they assured me the order was cancelled and I would receive my refund. I asked if I could order the correct product with them and he said no i had to do it online. So I placed another order for the tree with lights. Love the tree received it very quickly, However I have called several times regarding my refund and still have not received. Each time I am assured it has then been resolved. I would greatly appreciate my refund of $318.44. I can't get thru to the accounting dept. to speak to them directly. Very upsetting!
View full review
Loss:
$318
Pros:
  • Received item quickly
  • Nice tre
Cons:
  • Failure to refund

Preferred solution: Full refund

Donna S Kvi

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

Our lights on the tree do not work.

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Our tree is about 6 yrs old. The lights are not working. We did all the troubleshooting...and when we finally talked to BH they told us we needed a "transformer." OK, send us a transformer. No response for three days...then another email asking for another number...to send them, so they can do what? No clue. We have an old tree, no lights and no response. We are very sad and would not recommend buying this. Funny...there are few trees left to purchase from BH at this time...three weeks before Christmas. Time to go out shopping.
View full review
Loss:
$50
Pros:
  • Look of tree
Cons:
  • Almost everything about your company

Preferred solution: Deliver product or service ordered

User's recommendation: Poor Customer Service.