"If you want a nice Christmas tree and are OK with possibly the worst most inflexible customer service experience, then Balsam Hill is for you! I ordered a tree with plenty of time to spare in order to receive it by Christmas. However, due to an error on their end the tree did not arrive on time. Instead of being understanding and offering a credit, some flexibility on their policies, or even a sincere apology from a manager, they simply keep giving you their cookie cutter 'policy' answers and make no real effort to help the customer. I would highly recommend people look elsewhere as this company will not give you any real customer support if it's needed. "

"Faulty garland- half of strand of lights has a short Used twice for a little over a month each time

Mother passed away (Thanksgiving Day) therefore there was a delay of hanging garland which is to be expected. By this time (Nov 29) the garland was out of warranty .

I purchased 4 strands of the lighted berry laural garland. The garland is fairly nice, but unfortunately I would not repurchase. One of the strand lights have shorted out. My warranty expired Nov 29. My mother passed away and was buried Thanksgiving Day. I was hoping this company would honor some type of grace period regarding the death in our family that pushed all holiday gathering and decorating to days before Christmas. Our season has been in a tailspin as one would expect. My first attempt to check was with a gentleman with a foreign accent that sounded as if he literally was reading off a website and clicking the box and most def outsourced calling service. My second attempt was with a very nice lady that did "check" with higher personnel. I do appreciate her attempt. Unfortunately, there was "nothing they could do." The garland literally has been used for two seasons (end of Nov to Jan1) and has already flawed. The strands of garland didn't come cheap... I recommend Michael's or Hobby Lobby where very affordable, customer service comes from a genuine person that has a heart for the company, and a company that has compassion for families that encounter a loss of a love on during the holiday season. I give this a one for the faulty product and a heartless company..."

"This year my husband lugged the 9 foot live tree we bought up the stairs to our porch. As I saw him huffing and puffing I thought it was time to get an artificial tree for next year. We looked and looked but did not see any trees in retail stores that we liked or would hold some f heavy ornaments. A few of our friends said to look online at Balsam Hill. I did but so many choices ( wish you could get sample branches). Then we saw a Balsam Hill tree at a friends house and ordered the same one. It came a week before Christmas, our live tree fell and in 10 minutes we replaced it with our new tree. Easy, perfect and putting it away was simple. They thought if everything from gloves to stand to great storage bags. Worth every penny! "

"Got a 7.5ft Aspen Fir Estate Flip tree. The flip is not easy! It takes forever to decompress and you won't get it back into the bag...Mine ripped! (in their defense they are sending a new bag). I am mostly upset that in the month since I bought it they dropped the price $300 and won't give me any discount! At what I paid, this tree is a complete ripoff!"

"I had purchased a white tree from Balsam Hill in 2013 and by 2015 the tree yellowed and the needles fell out. Called Balsam Hill and they did not have the same tree (manufacturer defect/recall) so they told me to try out their other tree. Service was great at this point. They sent me a replacement and I ended up not being able to use the tree that year as it arrived after Christmas. Pulled it out the following year, didn’t like it (didn’t match my ornaments, decor and general look) so I called balsam (as they are the ones that told me to try it out and if I don’t like it and if my original tree is back in stock they’ll replace it no problems), and I have never received more rude, disrespectful service. Not only this but I was lied to and they essentially told me to pound sand. I believe balsam hill has outsourced their customer service to Mexico (or some other country) to profit more and the customer service center is downright rude and abnoxious. Balsam Hill was a good company and I used to recommend them to everyone because of the product and customer service. Not anymore. I am forced to sell my current tree privately and purchase one from a different company and do not recommend them to anyone. Do not buy a tree from balsam. They didn’t live up to their word and then told me my warranty has expired. How is that possible when it hasn’t even been 3 years for the replacement tree? I’d give them a minus score if I could."

"i ordered our tree just a few days before Christmas. It was much smaller than I anticipated. When I called to do an exchange for a larger tree that was double the price of the one I purchased, I was first told yes. But then a few days later was told NO that I couldn't process the exchange because it wasn't returned before 12/25. Which doesn't make sense because then I wouldn't have had a tree for Christmas. I found the miscommunication to be poor customer service on their part. Additionally, they lost out on $300 that they would have collected from the sale of the new tree had they allowed me to process the return. So unfortunately, will not be recommending this place to others or purchasing our new tree from them. "

"I purchased a 7.5" Vermont White Spruce with candlelight LED lights right after Christmas last year. Upon receipt I opened the box and quickly assembled and plugged it in, just to verify that all was in working order. However, upon setting it up properly, it was obvious that the lights on the tree are not uniform. It appears that they used three different types of lights. Some are bright white, some are a warmer white, and some appear to be yellow. Its as if they walked around the warehouse gathering whatever strands of "white" lights they could find to attach to my tree. It certainly does not look like a "Balsam Hill" tree and when I point out the lighting issues to guests they say, " I definitely noticed that, but I didn't want to day anything".

I called the Customer Service Rep just to see what could be done and he was very rude. I was basically told that after 30 days there is nothing that can be done. He suggested that it was my fault for not checking the tree more thoroughly when I received it.

So, I am passing along my story to warn others. There are trees out there that look just as nice, for much less. In the future, when those sappy Balsam Hills commercials come on during the Hallmark movies, I'll take that opportunity to go to the kitchen for a cup of tea, and I will warn everyone I know, don't waste your money on a Balsam Hill Christmas Tree. It's not worth it. "

"I purchased 2 Outdoor Frosted Evergreen Potted Foliage and 1 of them was delivered with the pot broken. The 2nd one lit up for about 2 weeks before not working anymore. I changed the batteries which didn't fix the problem. I then used the LightKeeper Pro to try to get the lights to work again but that didn't work. I contacted the Balsam Hill company and one representative said he could not help me and there is no warranty for the product. I contacted the Balsam Hill company a second time, and another representative attempted to troubleshoot a few things that didn't work. She finally told me I would have to change out every light bulb with a new one. There was nothing else they could do for me. This is unacceptable. This is my first purchase from Balsam Hill, and they have definitely lost a customer that was considering repeat purchases. I was very surprised to find that their products are not any better than those found less expensive in nationwide stores. And it irritates me that I paid an expensive price for quality no better than that found at a discount store. "

"I called the customer service they answered my question and was very prompt at sending me what I needed even though my tree was out of warranty really appreciate them and they sent it free. Next tree I need will be a balsam tree thank you."

"BEYOND frustrated with the Customer Service, or whatever they want to call it, that this company has provided to us. We ordered Silver Matte bulbs on November 26. We have yet to receive them still just about a month later, and receive a different story every week when we call about our order not being fulfilled.

At first they placed the blame on FedEx saying they were overwhelmed. Second call they stated it was because our order was placed at night that there was a shipping delay. Third time we were told that they were having trouble at the warehouse, but the items were there in stock still and just needed to be picked up by the delivery courier. As of yesterday someone said they will contact us back in an hour about our order, and 24 hours later we still have not heard from them. So today we called them back since we have not heard from them and now we are being told it would be refunded because they are unavailable and sold out!

We ordered these items A MONTH AGO, and now we will not have these ornaments to put on our tree for Christmas. HIGHLY DISAPPOINTED in the company and will make sure others are forewarned with the type of run around to expect when needing service from Balsam Hill. DO NOT WASTE YOUR TIME OR YOUR MONEY ON THIS POORLY OPERATED COMPANY THAT DOES NOT RESOLVE A MONTH OLD ISSUE! "

"Bought garland, trees and wreaths in 2015. Putting them out this year, sections of the garland are not working. Called customer service. Nothing they provided was something I hadn't tried. Said there was nothing more that they could do. These decorations were very expensive and beautiful at the time of purchase but the quality leaves something to be desired.

I bought string lights at target at the same time and they continue to work without issue.

I won't waste my money to replace the Balsam Hill items...simply head back to Target."

"Worse Customer Service EVER! I've talked with 2 people on 12/9/2018 was told everything was covered and the parts for my tree (that has only been used one time) would be sent out and I would receive the tracking information. They did email the booklet on the tree itself; but today 12/18/2018 I realized I had received no package, no replacement parts, and no tracker information. I called again today and was transferred by 3 people and I had to start all over with each and every one. The 2nd person I talked with today mention the tree was out of warranty, I said then why did Miguel say it was covered on 12/9/18. I even told him I did not think so, he said..”No, you are covered and we stand by our products”. I finally asked for a Supervisor, and he tells me that the warranty department denied the Customer Rep Miguel's request and that he should have called me back. Well he did not, and I was left waiting on something that was not coming and now its 12/18, thank you very much Balsam Hill. Along with the 3 agents the supervisor said they should not have transferred me today. Really, what can a customer do but be lied to, miss lead and wait for nothing. Well I guess 6 wrd think I would receive better follow up and/or concern. I actual thought this was a superior product and you'd think customer service would be the same. NOPE! The supervisor I spoke to was mechanical and very short of humanistic qualities. He said write the company and they will review it on a case-by-case base. I guess if any of them are like the 4, I spoke today I can count on nothing. I was going to buy a larger tree because I just got back from a 3 year deployment and was trying to set up my new house for family and friends, and unpack, etc. However if this is the product and service why would I do it again. Not worth the money I spent, no way I would try again and spend double easy. Look elsewhere, you spend that kind of money and the product and service will never live up to it. Order #468289, Claim #00663883"

"I wish I could attach the picture to show everyone how horrible the Balsam Hill Tree is that I received. I took hours to put it up and decorate, only to 3 days later turn it on and more than 2/3rds of the tree was OUT! the Genius customer service rep told asked "if I checked for a faulty bulb". I replied you want me to check over 800 bulbs for a bad one?????" Than she told me I wouldn't receive a refund unless they received the tree back by dec. 25th which I wold her was nearly impossible given the fact I no longer have the boxes and that xmas is less than a week away! Than she told me she could send a replacement but can't guarantee it will come in time - yet I'm supposed to make sure my damaged tree gets there by the 25th. Extremely disappointed that I spent over $1000 on a tree that malfunctioned in 3 days and the company is making It nearly impossible to be reimbursed. Horrible customer service, horrible quality. "

" I spent eight hours today troubleshooting my balsam Hill Christmas tree. There are 10 branches with lights that do not work. I called customer service and was told my 3 yr. warranty ran out Nov. 26, 2018. This is my 3rd year using this Christmas tree so I would think balsam Hill would back their three-year warranty. I am very disappointed in the balsam Hill customer service. I would never buy anything from them again as they do not back their product! A satisfied customer will tell one person about their experience and a dissatisfied customer will tell 10 friends - that is me! Balsam Hill could use some serious customer service training. "

"After years of wanting a live tree, last year I gave in to my wife and we got a Balsam Hill tree. It came out of the box and was decorated. Looked nice.
This year it came out of the box and the top section wouldn't light. On 11/30/18 my wife called customer service and, after discussion, was told we would get a new top section in 5-7 business days. On day 8, we called and were told that those sections would not be available until next October. Had we not called, we would still not know there was a problem. I then asked for a replacement tree under the warranty and was told that couldn't happen So our 1 year old tree would be out of commission this season. We were then sent multiple strands of lights with no instructions or hardware to connect it to the tree. Additionally, we have a very vague description of how the replacement section will be delivered next fall. I am not hopeful.
Having worked around customer service in my career I find it unacceptable that their systems did not alert us, or them, that there was an open warranty problem that wasn't being resolved.
I understand that sometimes products break down. It happens. I don't understand why this company thinks it's ok to simply tell a warranty customer that they won't have resolution for almost a year and offer no other solution short of my wife and I trying to figure out how to tie wrap and power light strands to an artificial tree. Having bought an expensive tree with attached lights was supposed to keep us from this complexity. In short, this isn't customer service. It's an excuse department.
I am not an unreasonable person and if anyone at Balsam Hill wants to reach out to me for a resolution discussion, I'm available. My wife is not. She's at the hardware store trying to figure out what to buy to get us through Christmas.

"