Balsamhill.com Customer Service Issues

Having issues with the lights on our 7 1/2-foot white spruce tree. It has multicolor and clear lights, and we use a remote. My case number is [redacted]. Even though the case has been marked as closed, the problem remains unresolved. Due to my illness, multiple sclerosis, which has been taking a toll on me, I haven't been able to follow up properly. We first noticed the lights not working on November 23, [redacted]. Initially, we tried switching between just the clear lights and just the multicolor lights, but the situation was not satisfactory. We've been in communication with Balsam Hill, particularly with a representative named Joann, who attempted to assist by sending replacement lights, fuses, master fuses of both colors, but unfortunately, they weren't sufficient to cover the entire first layer. Despite attempts, there hasn't been a satisfactory resolution, and I'm eager for a prompt response. My husband, an electrician, has refrained from intervening until the warranty expires, needing the schematics for guidance on fixing the wiring. I have pictures as well. Thank you, Julie.

Last year, I purchased a tree from Balsam Hill for over $[redacted]. The delivery was in early December, but as a handicapped senior, I couldn't open it alone. With the help of my family, we set it up, but I was disappointed and wanted to return it. A salesperson promised a refund, but later I received an email denying it due to the 30-day return policy. Now I'm stuck with a new tree and no refund, feeling frustrated. I'm a senior citizen on a fixed income and require assistance from someone in authority to resolve this before taking legal action or contacting consumer protection agencies. Your help in this matter would be greatly appreciated.

I own an Aspen Estate lit tree with a ten-year warranty purchased in [redacted]. A year ago, a section stopped lighting, and the company agreed to send me a replacement while remaking the faulty section. After using temporary wired lights for the unlit section until after Christmas, it took a couple of months to receive the replacement. Now, another section has gone out, and when I requested a replacement under the warranty, I was told it didn't cover the lights. However, based on the previous replacement, I believe my warranty should include the lights as well, as it did when I first purchased the tree for $[redacted].

I have a Balsam Hill tree that I've cherished for years and recommended to many friends. Unfortunately, my daughter, Erin H. and her husband in Yardley, PA, recently purchased their first Balsam Hill tree. Despite the high price, the sections of the tree do not stay in place and spin. After struggling to get help, they were told they could return the tree for a $[redacted] refund, but it's out of stock. It's upsetting that they can't get a replacement before Christmas, especially considering they have three young children. I expected better service from a reputable company like yours. It's disappointing, and I won't be recommending your products to others in the future. Kindness and understanding would make a big difference in this situation. Charlene D.

My daughter and son-in-law bought a $[redacted] Balsam Hill tree. After setting it up, they noticed that the sections spin and won't stay in place. They have contacted Balsam Hill several times. The tree they bought is currently out of stock, and the company will not provide them a tree of similar value. If they decide to return the tree, they are told they will receive a refund in 30 days. They are unable to afford another tree. When they inquired about keeping the "spinning" tree and returning it after Christmas, they were informed it must be returned within 30 days or by Dec. 24, whichever comes first.

I purchased a 6.5" Woodland Spruce w/easy plug three years ago. Each year, I store it inside the house, and it has been fine until this year. Unfortunately, the top strand of the middle section is not lighting up. I have checked all connections, bulbs, and followed the troubleshooting instructions, but it still won't light up. Only 2 and a half years of usage and it's already not working. Disappointed with this situation. Jill H., [redacted] S. Ironwood Dr., #[redacted], Apache Junction, AZ [redacted]

We are having trouble setting up the tree we got yesterday. Even after attempting to set it up four times, the tree still wobbles. We consulted the website and followed all the troubleshooting steps and watched the video, but it continues to wobble. The base seems sturdy, but the issue appears to be in the middle section. I have phoned the toll-free number three times without success. I am feeling quite frustrated.

We purchased a white Denali tree for $[redacted]. We placed the order on September 24, and it was delivered at the beginning of October. We unboxed it on December 6 and only lit it on December 14. Soon after setting it up, we noticed the tips falling off and the tree being unstable. The lights also started flashing after a few hours, leading to frequent brief outages. Although aware of Balsam Hill's 30-day return policy, we couldn't inspect the tree until December. Despite rejecting a refund, they offered a replacement with another identical tree, which we decline. We wish to exchange it for a different model but encountered difficulties. The support representative mentioned being unable to authorize a different exchange, citing company policy when questioned about escalating the issue for further assistance.

I wanted to share my positive experience with customer service regarding the 5ft Snowy Mountain LED twig tree. Despite the original tree being defective, both of my calls were handled excellently. The first representative was attentive, kind, and efficient in processing a replacement order for the faulty tree. After receiving the replacement tree, I discovered it had similar issues along with additional problems, prompting a second call to customer service. The representative I spoke with was equally understanding and helpful. She initiated a refund promptly, informing me that returning the trees was unnecessary due to their clear defects. Moreover, she showed empathy towards the personal significance of the tree to me. I believe these two individuals went above and beyond in addressing my concerns and providing exceptional customer care. While the trees may have been flawed, the support I received was exceptional, leaving me fully satisfied with the outcome. Hopefully, I will consider ordering from Balsam Hill again in the future. Warm regards, K. Hollifield

Hello- I would like to address a few concerns regarding recent promotions. Firstly, I received an email with a 15% off coupon code, but when I tried to use it the next day, the code had disappeared without a clear expiration date mentioned. Secondly, I am also missing out on a 30% off + free shipping promotion. Additionally, I am unable to find a customer service email to address these issues with screenshots. I value your attention to this matter and hope for a resolution that includes a combination of the promotions mentioned. Thank you.

We received three Vermont White Spruce Garlands as gifts: one 6' piece and two 10' pieces. The lights on the 6' garland flicker but do not remain on, despite checking and confirming that the batteries are fine. Both 10' garlands have two battery boxes and controls; one functions correctly with both light strands working, while the other only has one light strand operational. The lights on the control box illuminate, but one light strand fails to turn on.

I am extremely dissatisfied with our Christmas tree from your company. This will be the 5th Christmas using it, and last year 40% of the lights didn't work, so we had to buy extra lights. The tree now looks like a topiary, which is not what we expected for the price we paid. As a 78-year-old with mobility issues due to surgery and illness last year, I am not happy with the lack of customer service. I had higher expectations for a $1,[redacted] tree. I can provide pictures if needed. Fred Stubbs, Jacksonville, FL.

Hello, my name is Victoria Mcfall and I reside in Phoenix, Arizona. I have taken in my 5-year-old granddaughter after her mother, my daughter, passed away from COVID. I've been solely caring for my granddaughter for the past 2 years as I am on SSI and struggle to make ends meet, covering rent and food expenses. Due to my disability, it's challenging. I would appreciate it if you could consider donating a 7 ft pre-lit Christmas tree and a medium-sized wreath, possibly from your clearance selection. This would bring immense joy to my granddaughter as she has been captivated by them since Christmas in July. Unfortunately, we do not have much money for Christmas decorations. Thank you for your kindness and may Heavenly Father bless you. If you need to reach me, my number is [redacted].