Balsam Hill Brands

I purchased a $1600 Rockefeller tree in November. First week of December one of three boxes showed up. After 16 calls to customer service I still do not have the other 2 boxes and no idea as to when or if they will arrive. On one of the calls I asked their supervisor if this tree will arrive before Xmas and his reply was I should by a lottery ticket and I might get lucky. This is probably one of the most unprofessional companies I have come across. They are all about market and nothing else. In addition the quality of the tree is no better than what you can get a Lowes, Costco, etc. Not worth the money or hassle. We are now trying to get a refund which is also proving difficult.

I would advise anyone who is thinking about purchasing from this company to stay clear. You will spend more time with customer service trying to hunt down your item. I posted the part of the tree they did decide to send me...

I admit that Balsam Hill products look great. The problem comes in if you have an issue. We bought a Tree topper for our tree, Nov. 2017. We used it for one Christmas season and then packed it up in the original packaging for storage. Fast forward to Nov, 2018, when I was putting it back on the top of the tree. The weld broke. So, I called and explained. They proceeded to tell me that there was nothing that they could do. Their exact words were "these types of items are not eligible for warranty claims". They did suggest, however, that I GLUE it back together. AHHHH! I don't pay a premium for a product that has to be GLUED back together after only one season. Note that all we wanted was for them to replace the item, didn't want our money back and we were willing to send it back to them. We will never buy from Balsam Hill again. They will not stand behind their products.

I ordered a 36" led battery light Christmas Wreath from this company, and when it arrived it was 26" on a stretched out good day. They would not give me a full refund, and said I must pay $10 for return shipping as there policy states, " For a return fee to be waived, the item received should be damaged,/flawed,/defective. To keep this short, I can only say, look up the definition of flawed, and defective, then think twice about ordering anything from this company... Godspeed. View Pics below... Does that look like 36" on measuring tape... NOPE!

We just received our $1,000 +++ tree. Set it up to check it out and found that at least 5 of the branches have missing hinge pins which mean they hang down rather than standing up leaving holes in the tree. Called Balsam Hill for replacement pins. After finally getting the non-English speaker to understand what we needed he said they would ship them out to us immediately. Within one-hour we had an email saying "so sorry, we don't have replacement pins". Great! Now we have a brand new $1,000+ tree that is broken.

Very slow to ship; false emails
They claim to ship the same day, but in my case they claimed my tree was shipped on time, but now on the sixth day FedEx has *finally* today got the tree. Customer service doesn't back the company website shipping claims, so don't order a tree from Balsam Hill unless you can wait a LONG time for it. Note: I could drive from my home to their facility in about 3 hours. Shipping time? A week? Really? Customer service did nothing to help and initially responded with a shrugged shoulders approach. Eventually I at least got an email of apology. Maybe I should hang ornaments on the email.

I ordered a lighted garland in October to avoid the holiday rush. Put it in closet and opened day after Thanksgiving to install. Lights did not work. Held for 30 minutes and then requested callback. Callback never came but emailed and received response that since 30 days since receipt, tough luck. No help whatsoever for a defective product. Was previously a loyal BH customer but no more. They do not stand behind their products which are made in China.

My 10' tree began developing a lean from the first year we put it up. Balsam Hill said in December 2019 they would send a replacement tree. In October 2020 they sent an email to confirm my shipping address, I responded the next day. By Thanksgiving 2020, the warranty-replacement tree had not arrived. Their "customer service" person said my email must have fallen through the cracks. A new tree arrived December 7,2020 with a VERY wobbly stand. Balsam Hill sent a replacement stand that was covered in rust and flimsy with less cross bracing. Because the stands seemed unstable, I was hesitant to set up the warranty-replacement tree. When I finally did set up the tree, it leans worse than the original defective tree. It is now December 21,2020. I have no tree for Christmas despite spending nearly $1K. Balsam Hill is dragging their feet on honoring their warranty. I definitely got taken by this company.

I ordered two lit garland and two outdoor light trees on sale in June/July for the following holiday season. I opened them in November and put them up. The 9' tree lasted 2 weeks, one garland 2 weeks, the 6' tree and the second garland quit just under 4 weeks. I contacted customer service and was told that the warranty was only 30 days from purchase. The poor quality of the products makes a 30 warranty worthless. Even on sale the products were expensive and you would expect them to last at least through one season and should last through several. I was very disappointed with these purchases and to customer service. I threw my money away on these products.

I have a Balsam hill tree which now has a retail price of over $2,000. My tree is out of their 3 year warranty, and I reach out to get the controller that has failed. The first representative said they would ship it out, and I asked the cost, and he said there would be none. Several hours later I received an email stating they would not sell me the replacement part. When I reached out another one confirmed it. Do not spend your money on something that will break out of warranty and the company will refuse to sell you the replacement part.

After just one year whole section of lights went out. They do not have a replacement section to send me. So sending a string of lights I have to manually place on the tree. How Mickey Mouse is that? I told them To send me a replacement tree and I would sent the Replacement tree back. Which seems reasonable considering the amount of money the tree cost. Agent was very rude and kept talking over me. Next tree I will just save my money and buy from Walmart.

I received notice that the tree I was interested in was now available. 16 minutes after receiving notice that tree I wanted was now available and on sale, I completed the order. Three days later they refunded my card and said the tree was not available. I requested they hold the order until it was again available since I bought the tree on sale. They said no and that they would NOT honor their price even though I have a confirmation from them that the tree was available and was on sale. I contacted them again and asked them to honor the price they sold the tree to me for and again they said NO. Not much honor in that!

We were so excited to order this tree. It arrived quickly but the tree did not light up when assembled. The bottom 2 pieces connect perfectly - the top part would not light up. So they sent us another tree - said keep the first one & hopefully between the 2 we would get 3 working pieces... well same problem with the 2nd tree. We sent them both back over 2 weeks ago & I am still fighting to get my refund. My next step is to protest the charge on my credit card. SO AWFUL! Oh & I left a review on the tree so people would know that it was defective. It's been over 3 weeks & my review is still not on the website... so shady!

Made an order in early November for Christmas decorations. The order finally arrived December 24th. The order was not complete and included the incorrect tree lights that the sales/service representative told us to order to replace the lights that failed on one of their trees. When we tried to make a return on December 26th Balsam Hill representative said it was too late to return any of the order even thought they recommended the wrong lights. Calls to customer service were a waste of time. The complete order was never received and they refused to give any refund. DO NOT BUY from this is fly by night store.

I bought a prelit wreath. It was supposed to be 18 inches. It arrived with pieces falling out, and after smashing it and stretching it out I got to 17 inches. Thank goodness I got it on sale (still expensive). Return fees are insane, so I have to keep it. My last purchase ever.

Got our first tree and loved it. But a couple Christmas later the lights went out. Even though we were out of our 1 year warranty they sent us a new one. It was too late to put up so we waited till this year. The new tree is horrible. Branches falling on the floor. The wiring so bad we couldn't fluff the tree cause the wiring wraparound the branch. Called balsam and they told us too bad. They even admitted they had alot of complaints about the branches falling off. But said since they already replaced one tree they wouldn't replace this one. Mscarantino

Three weeks before Christmas, I have spent over an hour and a half on the phone today trying to get information on my multiple packages. The employees do not speak or understand good enough English to understand my problem. When we finally communicate, they do not answer the question and take no responsibility which ultimately defeats the purpose of "customer service." While this store is not the least expensive, the time and money wasted makes it the most expensive... better to pay more up front and not waste time.

Year 1: Great experience. Tree looked great and everything worked fine.

Year 2: Tree still looks great but 1 strand of lights burned out. Most of the bulbs need to be replaced.

Year 3: Tree still looks great but 1/3 of the lights have burned out. Most of the bulbs need to be replaced.

Year 4: Tree still looks great but ALL of the lights have burned out. Have to spend 6+ hours removing lights and installing higher quality lights that will last longer than 1 year.

Called "customer" service and their response was DEPLORABLE! They refused to transfer me to a supervisor (claimed that they didn't have one), then hung up on me. Called back the next day and the "customer" service rep insinuated that because I purchased the tree on clearance after the holidays, I was not a "valued" customer. Well guess what Balsam Hill, I am proud to be a "never again" customer!

Tip to potential customers: buy a less expensive, but just as realistic looking tree somewhere else, and just replace it every 5 years. Will cost you the same and you will always have the most current lighting technology.