"Been waiting since November 13 for a price adjustment. It's December 7, and it has not yet been processed. I've been calling once a week to get it done, and every time they put me on hold for more than 30 minutes, and give me a case number. Then nothing happens. Hopefully my last time calling (3 days ago) will be my last time calling regarding this issue."

"I ordered a 6 ft tree and it is perfect for our apartment. The quality is wonderful & it was so easy to assemble. I can carry it myself also to move short distances once disassembled. I love that it came with a stand & storage bag. The gloves are fabulous too for fluffing the tree. "

"Our $1300 tree arrived defective, wouldn't light up at all. When we contacted customer service there were no apologies for the issue, "Kelvin" kept trying to push off the issue having us try different plugs (already done) and plugging each section into each other one by one. When we finally demanded a new power box - we had mentioned it was hot the entire time - he said he could get one to us within 7 business days. No offer of expediting it, that would have allowed us a working tree JUST in time for Christmas, I guess. Not thrilled after spending $1300 on a fake tree. We sent it back the same day. "

"My husband and I purchased a tree, garland, a wreath and candle sticks. Great quality!!!!! Well worth the money we spent."

"I ordered a tree 3 years ago, it is beautiful and still looks as good today...i recently ordered flamesless tree candles and they are beautiful. Balsam hill is first class, the products are top quality and the packaging of their products is very nice. I have seen some of the negative reviews and truly do not understand, both times I have ordered I have had no problems and love the products "

"Ordered a tree a few months ago to replace our old one. Great quality tree. Easy to set up. And shipped fast! Very happy. "

"I ordered a BH Balsam Fir tree with candlelight LED's. The tree is gorgeous! The lights are spectacular! The tree surpassed my expectations!"

"I have purchased a Christmas Tree and skirt, ornaments and a fall wreath from Balsam Hill over the span of 4 years, and I have been pleased with every purchase! Each item has been of exceptional quality and beauty. I highly recommend Balsam Hill!"

"I recently placed my first order with BH and was anxiously waiting for the frosted holly berry garland and wreath to arrive. To my absolute horror they were one HOT MESS - literally! It appeared there was a major glue gun malfunction for the "frost" which left numerous nasty balled up clumps. The leaves were stuck together, folded over on one another, stuck to the other greenery, stuck to the red berries and even stuck some of the light bulbs.I have been trying to painstakingly pull the clumps apart and it only tore the leaves and needles and ripped off the red coloring from the berries. This is an incredibly tedious process and has taken me a very long time to try to improve the appearance of my purchase. Needless to say I now have a mess of little glue balls all over my floor.

If I had more time I would have sent it back.I expected more from your company than these inferior products. Your quality control, if it exists, is atrocious. So now instead of being delighted to display your product, I am ashamed of these cheap, inferior looking decorations but won't hesitate to tell folks where they came from. To your credit I ordered a hurricane candle ring from the cardinal collection and it was quite nice. I wish I would have read the reviews before I placed my order"

"When you pay a premium price, you expect an exceptional product and stellar customer service. However, don't expect that this is what Balsam Hill will provide. Decorating the Christmas tree is a family tradition, so we eagerly unpacked our tree on Saturday, December 2 (a gift from a family member). However, excitement soon turned to dismay when we realized that the lights on our brand new tree didn't work. We followed the trouble shooting guide to no avail, and then contacted customer service. We spent an hour on the phone with them, testing each section, connection, master light, and finally every single bulb. The lights worked when plugged directly into the power source, but would not work when connected to the receiver (for the easy plug feature). After exhausting our options, the customer service tech said that they would send us a new tree. He specifically stated that he was processing a new order (Saturday night). I requested expedited shipping since we'd gotten a defective product, and he stated we would receive the tree in as little as 2 business days (2-5 days are typical he said). So, we eagerly awaited news of the shipment of our new tree. The person who purchased the tree for us finally contacted Balsam Hill Monday afternoon, and she was told the warranty team had to review the exchange, and that could take up to 2 business days. No explanations were offered about why we'd been told a new tree was being shipped immediately or why a warranty review had to be done on a new product that was defective. After multiple chats and emails, she finally got an email confirmation on Wednesday the 6th that a replacement had been approved. A. Replacement. Was. Approved- not a new tree shipped- 4 days after we initially contacted them. We have not received a notification yet that the tree has shipped nor been offered any reassurance that the shipping, when it actually occurs, will be expedited. Now, it's 2.5 weeks until Christmas, and we have no tree. I would have cancelled the order Monday when I learned about the warranty team review; however, at this late date, most stores are out of the size and style of tree that we want. I'm very upset that we 1. received a defective product 2. were told we were getting a replacement rapidly 3. were treated with a complete lack of consideration by the customer service team in attempting to expedite our exchange. "

"I would definitely think twice before ordering from them. Front Gate and Gardian Road have trees like theirs and much better customer service. I have had major issues with Balsam Hill's customer service I ordered a tree over a week before Thanksgiving was sent 2 bottom halves to the tree. I have gone round and round trying to get the top of my tree have been lied to non stop and here over 3 WEEKS later I still do not have a complete tree. I have been very vocal on their site and they have now blocked me. Here is a letter I have sent to them
I have also contacted theBetter Business Bureau a d the Attorney General's

My word of advice is Buyer Beware of this Company!

Dear Thomas Harman

What a sad company you have become!
I see more and more customers complaining about their poor customer service yet you find it more important to block me, rather than to take care of the obvious issues your company faces!
Blocking 1 once loyal customer will not stop the floods of the massive amounts of customers you have upset with your poor customer service skills.

I still have not recieved my refund and demand it now I do not care about your lack of back office disfunction. Your constant lies of promised calls and emails is disgraceful.

So sad to see how you have destroyed a once great company with outstanding respect for the customer.

I have been a loyal customer to Balsam Hill and had planned a purchase of a 3rd 12 foot tree complete with decorations for our cabin however I will take my business elsewhere to a company that truly values and see the importance of a loyal customer.

Your choice to outsource your customer service has destroyed your name so sad to see!

Sincerely
Melissa Nagy"

"We bought a 6.5 ft tree with remote. The remote works only sporadically. The customer service connects to a call center with no ability to commit to when a replacement part will arrive. It could be 3 days or 15 days and it’s early December. Ok product . TERRIBLE support. Just hope the one you buy works..."

"Worst experience ever! Ordered tree and paid November 10th. Said it would be delivered November 20th. Paid 2k! Since then, over 15 phone calls, 5 emails, 3 case numbers opened and still no tree.... Talked to over 6 different case managers and to only find out the tree I ordered and paid for November 10th is out of stock supposedly? 3 kids upset who have been looking out the window every morning for delivery to find out we won’t even get it "

"This company ****. My wife ordered a tree, it came no issues. We went to put the tree up and the lights did not work, she got in contact with them after stringing her along trying to troubleshoot she requested that a replacement tree be sent. Being so close to Christmas we asked if it could be expedited they said no that it needs to be approved. There’s an issue with your product send a new one out and not ask questions. After days of waiting to see if it was approved for replacement we were told it was and a new tree was on its way. Two days later we get an email that our order was canceled. What a **** company . Horrible customer service. No respect for customers. Not sure how they are still in business "

"I fell in love with Balsam Hill watching the Hallmark Christmas shows. I had to buy my own. The tree was easy to assemble and looks realistic. I would definitely purchase again "