BEWARE!! NOT a UK Registerred Company, VAT Fraud, Unreachable, Late Delivery For the Rolls-Royce of Christmas Trees it sure feels like I am buying some stuff of the back of a van. I made my purchase the last week of November'16. I had a look on-line and I only saw great reviews however since I placed my order 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 10's of minutes the call gets cut off. I did e-mail the social and UK e-mail address, no response. 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:) INFO FROM UK SITE: "ABOUT BALSAM HILL UK After years of shipping our lifelike trees from America to customers who were frustrated with the artificial trees found in the United Kingdom, we launched Balsam Hill UK in 2011 to introduce our most popular trees to customers across the UK and Ireland. Each of these trees features LED lights designed specifically for the UK market, so finally the world's most realistic faux trees are ready to plug in and light up your home without the hassle of using a step-down transformer." Unfortunately I did not see the statement above nor did I bother to check the company with Companies House to see if it was a real UK company trading in the UK which makes you wondering how are they trading in the UK and how are they charging VAT if they are not VAT Registered either? ***** UPDATE 5th December I have been contacted on Face Book and received a call. Apparently once the order is in the warehouse they cannot change/cancel it. Not sure how hard it is to call them up and say "Please change BOX Y for the bigger box X", don't think printing a new label would cost them anything. I was also told that during this time it can take 5 to 7 days for orders to arrive. ***** UPDATE 7th December Order still not shipped, over a week since order was placed. If the tree is coming late I will make sure that no one will be at home to sign for it. UPS will have to return it back to them and I will just get my money and look elsewhere. My Credit Card and deal with all the hassle if they are being difficult refunding the money. I already called my CC and made them aware of the situation. ***** UPDATE 8th December I have raised my issue with the Citizens Advice consumer helpline as per previous review. I have received no UPS tracking number nor was I sent any official e-mail response. It is quite clear that the initial order let alone the upgraded order will not get here on time. ***** FINAL UPDATE 9th December After doing some due diligence I have found out that this is not a UK company nor UK VAT Registered. They are a US company using the UK site as a front. If anything goes wrong you are stuck dealing with a company outside EU trading. I would imagine this is why they cut the calls, because the number re-directs to the US. Shipping is also coming from the US hence the long waiting times or replacements under warranty. 1) Contact via social and customerservice unanswered. 2) Phone contact unreachable. 3) UK Face Book message unanswered (make sure you send them a message not post on FB page). 4) US face Book messages answered but no help. 5) Order not dispatched after 10 days. 6) UK Website registered to US address. 7) Not UK Registered Company, Not UK VAT Registration. No UK company information available on their UK website which is a legal requirement in the UK. 8) Contacted Trading Standard which have informed me because they are US based company there isn't much they can do so I should contact the Federal Trade Commission which is the US equivalent. 9) Contacted Citizens Advice to raise my issues, contacted my credit card, will contact HMRC to report them for VAT fraud. I have now looked at the National Tree Company (US company) products which are sold in the UK by UK merchants and Black Box products. I have decided to go with the National Tree Company product as I found an Amazon shop which is 15 miles from where I live (Alton Garden Centre in Essex) they offer two amazing looking trees: (Bayberry Spruce Feel Real and Weeping Spruce Feel-Real). Much easier to go in, look at the product and decide, also much easier to deal with any returns:) Balsam Hill Response on face Book this morning, nothing via official e-mail: "Since the package has already been sent for delivery, when the package arrives it must be refused for delivery. Please advise us when you have refused it and we will issue a refund. If delivered, you may contact us for return of the package at our cost and subsequent refund of your money. We apologise for any inconvenience." I was also provided with a UPS tracking number which clearly shows that the package is coming from the US. However this is not my order anyhow: Manchester, United Kingdom 03/12/2016 14:25 The shipment has been dropped off and is now at a UPS Access Point™. 03/12/2016 14:25 The UPS Access Point™ location has prepared the package for return to UPS. 03/12/2016 14:25 Package collected at UPS Access Point™ Manchester, United Kingdom 29/11/2016 19:04 UPS Access Point™ possession 29/11/2016 19:00 Delivered 29/11/2016 14:15 The receiver was not available at the time of the first delivery attempt. A second attempt will be made. 29/11/2016 2:16 Destination Scan 29/11/2016 0:21 Arrival Scan Tamworth, United Kingdom 28/11/2016 23:55 Departure Scan 28/11/2016 18:42 Origin Scan United Kingdom 28/11/2016 12:09 Order Processed: Ready for UPS Hilarious considering my order was placed on 30th of November:)))