"WORST EXPERIENCE EVER!
Ordered the wrong tree. My bad. Called to exchange for a MORE EXPENSIVE BIGGER TREE. Said they would send me UPS return label. Never did. Called again they said that I'd have to pay for the new tree in full & then wait 30 days for them to credit my return. They also said they were going to charge me a $50 re-stocking fee, but if I swapped & paid for a new tree in full they'd waive that fee. They still never sent return label. Said that I'd be content to wait until they received my tree & then charge me the difference to resend me my new tree. Told me a supervisor would call me within 48 hours. 5 days later - no call. No UPS label. Tried to call AGAIN - on hold more than 30 minutes. Finally I returned tree at my own expense. Emailed customer service with NO REPLY from them. Rec'd automated notice that they rec'd my return and it would be 30-60 days before I'd see my credit. Every call was a minimum of 20 minutes hold. AWFUL, AWFUL, AWFUL... and again - I was ready to spend ANOTHER $250 on a bigger tree. Never again. They clearly don't care. Still haven't received my credit. Disputed charge."

"Stay away from this company - This is in relation to Balsam Hill Australia - After reviewing their site we decided to order a tree. Their site clearly indicates that if there is not stock the site will indicate no stock.

We placed our order only to get an email the next day advising they were out of stick. This was a Friday afternoon 5 minutes before their customer care line closed.

I called Monday to cancel the order and was advised my money would be refunded within 2 days - Its been over a week now and I have sent them several emails enquiring about my refund and not a single reply.

They are simply out to take your money and have absolutely no customer service skills at all. STAY AWAY OR RISK LOSING YOUR MONEY"

"WORST CUSTOMER SERVICE EVER! Purchased a pre lit tree last year which was used for all of two weeks. On assembling it this year the lights don't work. This was notified to the company on December 1st! We were promised a call back from their technical department which we never received. On further enquiry we were told it must be the transformer. This was apparently sent out in the 1st December and should have been received within 5 days. Suffice to say this was never received! Contacting this company has been a nightmare. They don't respond to e mails or pick up phones. When you do get through to customer service you are informed that they are just a call handling service with no ability to assist and who are only able to take messages for Balsalm Hill head office. I am so angry as my tree is under warranty but no one will help or contact me. It is Christmas next week and I have been left without a functioning tree. I have two very disappointed young children. I have never reviewed a product before but I'm doing so in the hope that others do their research before using this company and take note of my negative experiences. PLEASE DO NOT USE THIS COMPANY. AVOID AVOID AVOID. THEY ARE THIEVES. They have stolen my money and essentially left me with a faulty product that is not fit for purpose. "

"I wish I had taken the time to do my homework on this company before agreeing to allow the showroom in Burlingame to place an order for an out-out-stock tree that I wanted to purchase. I live in the SF Bay Area and was happy to be able to see the trees in person as I'd heard they were very realistic and worth the money. But alas, they didn't have the particular tree I wanted and they agreed to extend an extra 5% discount for the trouble.

This was on Saturday...

I was impressed to see the tree arrive on Tuesday. It was in two boxes... But as soon as I opened the boxes, I realized they shipped one of the correct boxes but didn't send the right 2nd box. Instead they shipped me an entirely different tree in the second box... So I called customer service.

Customer Service said 'it'll take 72 hours to investigate'

I said there's nothing to investigate... Just send the right box!

I asked to speak with someone on the 'escalation' team and finally got that person to agree to ship the box sooner. She said 'it might go out today, but absolutely no later than tomorrow'

Two days later, no further emails or updates so I call back and ask for an update.

They say 'we can't transfer calls to other people in this call center so I'll have to help you instead of transferring to the person who made the promise to me.'

They disconnected the call so I had to call back...

They finally said, the case is 'where it's supposed to be' and should be determined next steps in another day or so.'

So bottom line: he 'escalation rep' outright lied to me to get me off the phone.

We'll see if the other tree box ever arrives, but I'm planning to send it back to them (at their expense) and get my money back either from them or by denying the charge on my credit card."

"We live in a small apartment and wanted a realistic small tree. Got the Vermont White Spruce 4.5' tree. It looks absolutely stunning!!! I am surprised how full it is and how real it looks. It is well worth the price and looks like it is worth so much more! "

"Shocking customer service paid a fortune for what I thought would be a lovely tree but arrived not what I ordered damaged and nothing like the trees in the picture 3 weeks on and my complaint has still not been addressed!!"

"The trees are beautiful but the customer service is awful. I will never do business with this company again and neither should you. I had a problem with my first tree and after an exhausted 5 days conversation with them they finally agreed to exchange it. Only I had to buy a new one and wait for them to issue the return order for the first one. The problem is I could never get them to issue the return. They kept making excuses. It is coming, sorry wrong email, the supervisor is too busy to talk to you. I am going to my credit card company and taking it with them since this company with no respond a buisness like manner after hours on the phone with them"

"Avoid like the plague. I ignored the reviews on here and have well and truly been conned before Christmas. Thanks god I paid on my credit card, am now claiming under section 75 as the company doesn't answer its phone or reply to emails. The worst customer service I have ever received. This company lies and takes money from people before Christmas and are nothing more than con merchants. Ordered a week ago, no record of shipping lied to me about being shipped but no record whatsoever with courier.

Please please please avoid, I never write reviews as I don't believe in them but I felt so strongly this time that I did.

I am writing this review from the UK.
"

"Is there a number under "0" to rate them? I ordered my tree and got it in a timely manner. The condition was another story. The box had water damage along one of the seams and the entire vertical side of the box was ripped from top to bottom; someone tried a "repair" by horizontally putting two strips of clear tape to "seal" the tear. Useless. Opened the box and found screws missing off of branches and the rest disheveled. Emailed CS on Tuesday, got their automated reply. Took them SIX days to reply. Absolutely poor response time. I had already started the return process 3 days before that. Asked for their shipping label. Was supposed to be emailed on Monday; never came. A call to CS. They said it was sent on Monday. Guaranteed that it would be sent on Tuesday (today). Never came, though I've been receiving their other emails so it's not my email client or software. I'll shipped it myself via FedEx and will recommend to anyone looking for an artificial tree to never NEVER EVER consider this company."

"Worst customer service ever. When I placed my order, the representative said it would be at my home in 5-7 days and in home set up was included. After the purchase another rep said it did not include installation. I still had not received my product and it has been 17 days. I called and the rep said I was given bad information the first time, and not to expect it for two more weeks. This was a Christmas present I ordered Nov. 20 and now I will not have it in time for our Christmas celebration! When I tried to cancel the order, they said I would be responsible for shipping charges! Furthermore, BH put the item on sale and because it is 14 days past their policy, they will not refund me the difference. I spent $3,600 for this item and would expect much better customer service than this. I am infuriated and all they can say is "sorry" with nothing to back it up. I will never order from this company again and will urge others not to do so as well. "

"Pathetic organisation, ridiculously slow /poor customer service – PLEASE don’t trust Balsam Hill!!!

At this rate we’ll be lucky to see our tree for 2016 . . ‘17 . .’18 . . stay well away !!!!

Mr Sagoo"

"Life is really simple, but we insist on making it complicated!
We purchased our beautiful and realistic tree from Balsam Hill. The first year it was charming, beautiful, so bright and real looking! Everyone complimented on our Balsam Hill tree! Assembly of our Balsam Hill tree was difficult and required the height and strength of several big men. But the rewards when our Balsam Hill tree was finished far outweighed the work and time involved.
The next year our complications began. As expected, some of our lights blew out. We contacted Balsam Hill and the told us they did not have any lamp lock lights in stock. We expected a week or so for Balsam Hill to obtain some stock of replacement lights. They never did! Our Balsam Hill tree continues to lose lights. We have contacted Balsam Hill numerous times and still they do not offer replacement bulbs for our tree.
We have searched the Internet and cannot find replacement bulbs for our Balsam Hill tree. We have, unfortunately, found many other Balsam Hill tree owners with the same trouble. They too cannot find replacement bulbs for their Balsam Hill tree!


If you are shopping for an artificial Christmas Tree please consider the availability of replacement bulbs for your tree. Before ordering your artificial Christmas tree ask the supplier if replacement bulbs are available and purchase those replacement bulbs with the tree purchase. Do not purchase and artificial Christmas tree from Balsam Hill unless you are prepared to display a tree with missing lights as no replacements are available.
"

"I totally resent when our so called TV stars stand behind a product that probably in most cases was given to them in the first place. They in their rich pocketbooks probably never bought the product or had to deal with horrible customer service department staff and order delays. It's a bad joke played on consumers all over America and most of them are also most likely getting paid to push the product on us as consumers. We fall for it ever time. Balsam Hill Christmas Tree Company, lacks professionalism, and they could care less about prompt customer care. I was own hold 30 minutes to over 1-1/2 hours. I initially contacted them on 11-28-2014 about a White Tree that turned yellow, it was stored properly, no contact from them still by 12-7, even though they stated within 72 hrs.. I would be contacted. I made 3 calls and sent 4 additional emails without contact from them. I made another call on 12-7, and they finally agreed to send another tree but it would take another 7 days before I would get it. They couldn't spring for 2 day delivery for there defective product, for a 1 time used tree still under warranty. Really great customer service and it sure makes me want to buy from them in the future and send friends to them. Not ever going to do either one of those!!!!!!! "

"What a nightmare of a company. I placed an order, paid for it in full and then tried to get some idea of a delivery date. The firm did not reply to email or even answer their telephone (tried for 3 days). In the end I gave an ultimatum that, if they didn't make contact by 5pm today they could consider the order cancelled. They made no contact so I have cancelled and asked for a full refund.
Consider VERY CAREFULLY before dealing with this company"

"The tree I purchased is okay, not a great value for the money. The real problem with them is their after-sale service. I sent an email to their customer service department to replace my lost tree remote. It took a couple of days for the email to be sent to the "replacement parts" department, then 4 more days to get an email from them telling me to call in to order it! Why couldn't I just have purchased it on their site in the first place? Fortunately, I found the remote since the replacement is a ridiculous $69 plus S/H. Would never buy anything from them again."