Before I made my purchase last week I had a look on-line and I only saw great reviews however since I placed my order to today this has changed. Everyone including myself seem to have an impossible time getting hold of ANYONE at Balsam Hill UK. I have tried calling them during off peak and peak hours, it makes no difference whatsoever. After being on hold for exactly 10 minutes and 15 seconds (give 2 secs - +) the call gets cut off. They don't respond to e-mails. I did e-mail the social e-mail address, currently waiting on an answer. I also left a Face Book message at both UK and US sites. US site did answer very quick and said they would get in touch with the UK Team however being unable to contact the seller makes you wonder what happens if you need to call on the warranty. My issue was that I actually wanted to change my order for a bigger tree, essentially begging them to take even more money from me but they are having none of it:) I am also quite concerned that the tree will not get here in time for Christmas even though it was purchased at the end of November. If I receive the tree I will update my review however due to the poor customer service received just for wanting to change an order I doubt I would ever be able to give them 5 stars, regardless how (if indeed) realistic and great the tree is.