"Purchased a 7' prelit fir last January after Christmas. Didn't open the box, just put it in the attic. I just opened it day after Thanksgiving and, without ever removing it from the box, find that I mistakenly ordered colored lights instead of white. I immediately got on the chat line. I admitted my mistake and ask about returning and exchanging. The answer was NO because it was outside of 30 days after receipt. I ask to speak with a manager and they disconnected me.

I called customer service and spoke with a representative and then with Phillip, a "Member of the Leadership Team". I explained and even offered to pay return shipping. He quoted the "policy" to me and again refused to work with me. He would not transfer me to the person who is able to waive policy. (There is always someone). Their refusal to work with me when I am offering to pay the shipping speaks volumes about this company.
"

"Ordered a $1,000 Christmas Tree in September, received a defective section of the tree. Was told by Customer Service I would have the replacement section in October. October ends, no section delivered. I contacted Customer Service again and they said their shipment from China was delayed, that I would receive in November. Now end of November and no section delivered. I called again today (on Thanksgiving) and they said I would have by next week, and mentioned that even if I wanted to return the tree...I was outside of the 30-day window.

Do yourself and your family a favor, buy from somewhere else. It will save a lot of pain and heartache. "

"Purchased a 7.5 ft Balsam Hill Nantucket Blue Spruce. Received tree and set up tree. Noticed a very strong mildew order. Contacted customer service about problem. Told that some trees have an order when shipped from warehouse. Explained this was an acceptable answer for a product that cost $500+. Was instructed to put tree outside for a couple of days or wash all the limbs with a soft damp rag. This is not acceptable. Finally called customer service and talked to a supervisor. Said if I would put the tree outside for a day or two and then in the storage bag with a box of baking soda this should resolve the order. We'll see. Also asked for a rebate/discount, she stated she would need to check and call us back the same day, That did not happen. Very disappointed in product and customer service."

"I placed my first order with Balsam Hill on 11/18/16. The representative on the phone was extremely unprofessional, speaking to other representatives during our phone call about water that they were drinking and telling another representative that he/she was doing "fine". Clearly she was not paying attention to my order process or to me.
This lack of attention on her part caused her to not only misspell my first name, after I spelled it for her, but also fail to ask me for my email address and therefore sent my order information, which includes the last four numbers of my credit card, address and phone number to another one of their clients. The representative actually told me that she sent a perfect stranger my personal information, including part of my credit card information. This is a financial security compromise that I am taking very seriously. I am wondering if this other customer can access my private information through Balsam Hill, as they have all of the information needed to pretend to be me.
This is the first time I order with this company and I am very dissatisfied. I am considering calling my credit card company and having them cancel my card for fear that one of their customers can now gain access to it after what your representative did. I cancelled my order.
I have since contacted Balsam Hill both via email and phone. They say that they are very sorry and they will make sure it doesn't happen to anyone else agin, but what about me? I guess this security breach means nothing to them. Their customer service supervisor (Ricky) even wanted to charge me $10 for the return shipping label! Unacceptable! It is only $10 but I was going to be penalized for an incompetent representative that Balsam Hill hired and failed to train properly. After I asked to speak to Ricky's supervisor Ricky came back on the phone and told me that he wouldn't charge me the $10.
This is a horrible company, that clearly does not respect customers privacy. Be careful with giving them your credit card information. It is not safe with Balsam Hills.
"

"There us a 10 year warranty on tree but only 3 yr on lighting. Used tree 3 seasons and strands burning out! Very difficult to remove original light strands and replace with new ones."

"We purchased the Shasta Fir Tree on sale in September from Balsam Hill and we are so glad we got such a steal on a quality tree like this one. The tree arrived in TWO DAYS! : ) The branches on the inside half of the branches create fullness that cover the trunk, and the outer part of the branches have the "True Needle" technology that have all of our guests asking how we got such a great deal for such a realistic tree. After fluffing the branches and turning on the lights, we have decided to leave it up for the rest of the year! Such a beautiful tree that we are excited to spend many future holiday seasons around!"

"This fire pit is beautiful and well made, so much nicer that the copper coated ones I've seen online and in stores. We've already had several marshmallow toasting parties, couldn't be happier with it. The cover came separately, my 13 years old put it together in minutes."

"I first ordered the sample box of branches to help us make our choice.....very helpful. Also loved the fact that they took the cost of sample box and credited it toward our purchase! Delivery came within a week! Can't wait for the holidays to display our beautiful 9 foot pine hurst spruce with clear lights! "

"Ordered one of the thinner trees since we have limited space for the tree and it is perfect in size. Looks good, too."

"Purchased two identical Christmas Trees one with clear lights the other multi color.
They both met expectations. However, we ordered a wreath that looked really nice on line, but when it arrived we were disappointed in the plastic material it was made with. For the price $80.00 +, we expected more realistic foliage similar to the trees. To return, Balsam Hill has a $25.00 restocking charge . I think that's unethical as the Internet portrays something totally different thanote what we received . I think you should be able review in person and return without penalaty. After all it is a stock item not custom made."

"I placed an order for garland and a 9 ft Silverado Slim Flip Tree™ all of which was in stock. I wanted to receive this order quickly so paid the 2 day fedex charge. I received an email with confirmation numbers and the 3 garlands arrived as ordered but no tree. When I called customer service about this they apologized and said there must have been a mistake in the ware house. They could see the tree had been pulled but not shipped. They would waive my 2 day shipping and get the tree to me with expedited shipping and that it would arrive by Saturday. Today, Friday I again called because I had not received any shipping info and am told that my shipment will not arrive until Saturday. I was told that was because the shippers were backed up with the holiday and I pointed out it should have shipped as ordered. "

"I ordered this tree and I am completely satisfied. It is a good size for a person that wants a tree but not a big tall tree. It sits beautifully on a table, with a rotating stand, by my front door. Now to the tree itself. All artificial trees require a little work spreading out the branches. The nice thing about spreading them out is the way you want them to look. Some of the reviews say you can see the trunk of the tree and they don't like that. I do for the simple reason while the tree is turning lights shine through the tree and it gives the effect of more lights. Also, here's a tip for those who don't like the trunk to show: I put shiny bows in several places up and down the trunk and the lights makes the bows shine and the tree sparkle more. Been doing this for years. Also my tree arrived five days earlier than the scheduled date. One light was broken but extra light bulbs were shipped with the tree so I had no problem replacing the broken bulb for a good bulb. If a broken light bulb or the trunk of the tree shows in places, I'd say I have it made if that's my biggest problem in today's world. Nothing is perfect, including a Christmas tree."

"***update***
After I posted a facebook review, Balsam Hill finally had someone who knew what customer service was about contact me. I received my tree within 6 days and the called me each day plus gave me 15% off. The tree is a 5/5 star tree and worth every penny. I would order again in hopes that next season they have their customer service issues worked out.

*******

I ordered a Christmas tree on 11/21 with notice that it was in stock and would be delivered in 3-5 business days. 10 days later no tree, no email from Balsam Hill. I contacted their customer service dept. and was told it was on back order and it was unknown when it would be delivered and that I could NOT cancel the order and have my $1,934 refunded so I could buy a new tree somewhere else. The rep said they would talk to the "warehouse" the next morning and would call me back the next day. No call back occurred. I waited 2 days and contacted them. I was told I would not get my tree, they would cancel the order. I tried to negotiate getting the tree at that price after the holiday's when it was back in stock (with a discount for my troubles). They would do nothing for me. This is Christmas time folks - I have a party tomorrow and NO tree. There is no margin for error in a holiday business. At least have a system when back-ordered the customer is notified. Beyond terrible customer service. Amazon should drop them as a retailer if they cannot manage online orders effectively or at least do right by the customer."

"We purchased a 9ft Frasier Fur in 2011 this is our fifth year for using it and this is where the trouble begins. The lights begin to go, not just one but entire strands. Now this is a very difficult thing to fix. To test each light is very time consuming and they do not come out easy at all. Then to buy 2 strands of lights with 100 lights on each was going to cost 175.00. They also no longer make the master bulbsfor this tree. We stored our tree properly with air-conditioning in summer and heat in the winter. I guess we were not expecting this at all. Now we can still use the tree because we had some matching lights in the house which helped but we could not take off the broken strands. Our concern was what it would do to the ones that worked. The tree was beautiful for the first four years but we expected it to last longer. The representative from the company told me it was difficult to correct the tree light problem but with there sale I could buy a new one for just a little over 100 more than I paid for the first one. So does that mean that this tree cost me 150.00 each year for 5 years then I need to start all over again. I was hoping to get more out of this tree. I guess that is how it works but I was disappointed I was hoping for maybe 10 years not 5. Then I would be ready to buy a new one."

"This is our first purchase from Balsam Hill, and we are so glad we decided to purchase. We just moved into a new home after years of not having a tree at all, and decided it was time to purchase from Balsam Hill. Within 3 days of ordering our Vermont White Spruce Narrow tree, it arrived in perfect condition to our home. It is perfect for our family and our home. We wanted a tree that would fit easily in a corner of our living room, yet needed a lot of sturdy branches for hanging all of our favorite ornaments, so the 6’5” narrow was a great choice. We’re also so excited about Color + Clear functionality of the lights—we can switch between having sophisticated clear lights, fun colorful lights, or both to please the crowds! The tree really makes a great conversation piece to tie together our new home, and we will recommend to all our friends!"