We ordered a tree for the kids Christmas and got an email on Nov 23rd confirming the tree was shipped.   Check the status on Nov 30th at 5pm after my husband became concerned.  Called Balsam Hill, the agent could explain why the shipment was not showing any movements since the label was created. He asked me to call Fedex, I did and was told the label was created but the package was never shipped.  Called Balsam Hill a second time to speak with someone regarding finding, and expediting my shipment because I paid almost $100CA for delivery. And the kids really want to decorate their tree. Order #H019009884 Spoke to the nastiest agent, He was very rude and dismissive about our concerns.  Asking why am I calling the USA? You are from Canada. Why are you calling us? That was his very first question.  As if I was lost! I informed him I paid for the shipment in USD and the tracking number  confirmed what Fedex told me the shipment 514409910728642 was in Indianapolis, IN US and was never sent out. I asked to speak with someone else who could help me save Christmas for the kids. The agent refused and started telling me how shipping across the border works and he is not in the shipping industry. I will be going online and reviewing your company. The level of nonprofessional and lack of empathy is alarming.  You are to be sending Christmas cheers and making the lives of people brighter, not becoming grinch and taking away the joy of Christmas especially for my very sick twin babies.