Balsam Hill Reviews

Name: Balsam Hill
Rating: 1.26

1.3 Rating 424 Reviews

4 %

of reviewers recommend Balsam Hill

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1.3

Based on 424 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 66%
Accurate And Undamaged Orders	Greater than 52%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Returns & Refunds
Returns Process	Could Be Better

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Balsam Hill 4 star review on 22nd December 2023

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Purchased a tree 3 years ago, first year they sent a new top to replace the one that was not working. The second year they replaced the middle section because it was not working, this year the middle section stopped working, when I contacted them the stated that that was the normal life expectancy of that tree! We liked the tree, but to spend that kind of money every three years is outrageous!”

Helpful Report

Posted 3 years ago

“Unfortunately I’m not able to give zero stars. Balsam Hill has the absolute worst customer. I ordered 1 tree and was billed for 3. I got no help from Balsam Hill. I had to dispute the charges with my credit card. I will never buy from them again.”

Helpful Report

Posted 3 years ago

“In 2017, after doing some internet research, I decided to get a prelit tree from Balsam Hill. I had already seen quite a few TV ads for the Balsam Hill trees, and the online reviews (back then) were overwhelmingly positive. It was a few weeks before Christmas. Most of the stock had been sold out. Luckily for us, BH had a prelit 7ft. Frasier Fir in stock for the "discounted" price of $899. I bought it, it was delivered timely, and we were extremely happy with the tree. It really is a gorgeous tree; it's very well made, it looks real and it is extremely easy to put together. It is in 4 sections, and you just fit each section on top of the other and plug it in. Boom! You have a tree with lights. Everything worked in 2017 and 2018. In 2019, when we put the tree together, we had about 10 burned out lights, which was odd. These were all supposedly LED lights, so they shouldn't have burned out that quickly. For example, I had been using the same set of 7 strings of non-LED tree lights since my son was 5 years old (he's 30 now), and 2 of those light strings still work. In any event, BH includes a handy-dandy tool kit with its trees, which contains replacement lights. This year, however, when we put the tree up and plugged it in, whole sections of the lights were off on each of the 4 tree sections. I checked the fuses. They were fine. I tried replacing bulbs in the sections that wouldn't light, to make sure it wasn't the bulbs; the bulbs didn't light. I removed bulbs from the sections of lights that were lit, and replaced them with bulbs from the unlit sections, and they worked. Clearly, the light strings were defective. What was extremely aggravating was that it wasn't a matter of replacing one or two light strings; in each case, one-half or more of 5 or 6 different light strings weren't working. To add insult to injury, 51 separate bulbs in the sections that WERE working were burnt out and had to be replaced. I contacted Balsam Hill customer service, whose representatives need to learn new people skills. I was basically told that I was SOL because the warranty had expired, but as a "favor" to me, they would send me 2 light strands (which they did -- 2 weeks after Christmas). The point of buying a prelit tree is to have a tree with lights that work. While the Balsam Hill trees are beautiful -- they really are -- they string them with the cheapest LED lights in the entire world. In order to get the tree decorated, I had to buy lights and attach them to the unlit sections, which was difficult because all of those branches already HAD lights on them. After Christmas -- and by "after Christmas" I mean from January 15 until the present and likely continuing through the end of this week -- I have been removing the cheap-as-anything light strings from the tree and replacing them with working lights. It takes 6 or 7 hours to remove 1 light string of 150 lights. That's because the lights near the trunk of the tree are attached to the branches with tiny little zip ties that are suitable for handcuffing fleas and Christmas lights. You can't cut them off with a scissors because the zip ties are too tight and too small; you have to use a sharp paring knife or something similar. Frequently, you stab yourself. Each light not secured with a zip tie is secured with a horseshoe-shaped plastic hook that needs to be bent back on each side in order to detach the light wire. Seriously: for the past 3 weeks, I have spent 2 or 3 hours per day taking light strings off of this tree. I had to replace 1 light string on section 4 (the top); 1 light string on section 3; 1 light string on section 2 (not done yet) and 2 light strings on section 1. After replacing all the defective light strings on each tree section except for section 2, I put the tree back together to make sure everything was working together. The defective string in section 2 was still defective, and the light strings that I had not replaced on sections 3 and 4 (because they were working) are not working now. I give up. What I don't understand is why this company would create this beautiful tree with such painstaking detail, and then string it with defective lights. It was probably to save money. It's not just my tree. Since Christmas, I've been checking the internet and thousands of customers are having similar issues. So, all the work I've been doing these past 3 weeks to save myself time and trouble next Christmas has been for naught. I'll either have to buy lights to string over the existing ones that aren't working (again), or, buy a new tree. I can guarantee you, it WON'T be from Balsam Hill.”

Helpful Report

Posted 3 years ago

“We ordered a 7.5' Frasier Fir from Balsam Hill, and it worked fine when it first arrived. This was just after Christmas in 2019. We set it up for Christmas 2020 and on the 3rd day, the lights would not work. We contacted Balsam Hill requesting replacement parts. They sent us the wrong parts and the tree still did not work. The subsequent attempts to contact customer service meant that we had to stay on hold for over an hour before being able to speak to a customer service agent. They continued to promise to send the correct parts but never did. The lights on our tree never worked the entire 2020 Christmas season. After consistently being told they would send us the correct parts, when we requested a refund, we were informed that it was now outside the timeframe of being eligible for a refund. 2 1/2 months later, we still have not received the correct parts to repair our tree. We spent over $1000.00 on this tree, and it is unusable. This is by far the worst customer service experience I have ever had. You are much better off spending your money with a company that actually values their customers.”

Helpful Report

Posted 3 years ago

“Half of the lights are not working and this is the year 2 of using this tree. We purchased this tree because it pops in 3 sections and is supposed to light up. We looked up suggestions and troubleshooted to fix the problem. This did not work at All. Then we went through lights to find faulty bulbs. We ordered and purchased new replacement bulbs. This did Not work either. We have pictures for documentation. We would like someone to contact us with resolution options. 757-879-0545. We chose Balsam Hill for Your reputation and beautiful trees. However , if the Tree does not work as promised or expected it is Very disappointing. Please address this as Soon as possible!!!!!!!!!”

Helpful Report

Posted 3 years ago

“Horrible customer service. Overpriced. Return policy is outrageous. You have to call for a return shipping label but they never answer the phone, just an endless attempt to sell you more stuff.”

Helpful Report

Posted 3 years ago

“I would give negative stars if I could! Absolutely terrible faulty products, I do not recommend wasting your money, especially for businesses! Balsam hill, WE STILL HAVE NOT BEEN REFUNDED AND I AM GETTING TIRED OF WASTING MY TIME ON THIS!!!!!!!!!!!!!!! I am still wasting a ton of my time chasing up a refund I WAS PROMISED IN NOVEMBER 2020! Being given the run around every time!!!!!!! And the promise of a "follow up call and email" by your incompetent supervisors is getting to be a joke!!!!!! I am so angry I wasted nearly $12,000 with your company on our businesses. I have reached out in EVERY way possible to get our money back, hundreds of phone calls for hours and hours, Facebook, and still nothing. We will try the Twitter and the BBB now. - a very angry customer.”

Helpful Report

Posted 3 years ago

“The tree was beautiful however three years in the lights were burning out which makes sense however when you try to replace the master bulb they do not provide a way for you to purchase the master bulb. So you’re stuck not being able to fix the tree.”

Helpful Report

Posted 3 years ago

“These negative reviews aren't just "sour grapes". People like me just want you to take our information in before you buy from Balsam Hill. We purchased our tree 4 years ago. The lights work fine for the first few years. Then we had an entire string burn out on the lower part of our tree. The trouble shooting in the original packet didn't help. So finally got to CUSTOMER SERVICE at the end of January. They were no more creative than that. Essentially, the lights are almost the killer on these trees. I see many people have had a problem with them within the 1st year. Mine, unfortunately, was out of warranty. So, my observation is that these lights will, on average work for 4 years. I am happy for those whose trees work longer(though I couldn't find those reviews). We did take very good care of this tree & carefully wrapped & stored the tree each season. Conclusion: BUYER BEWARE!!!!!”

Helpful Report

Posted 3 years ago

“Bought a beautiful 7’ mountain pine type tree in September 2020 along with a stand up slim storage bag to store afterwards. Unfortunately, the bag ended up being more work than it was worth. Since the tree did not go up until December and did not take down until January, I was unable to return the storage bag due to the very strict 30 day return policy. I called customer service anyway to explain the situation and was treated very rudely. It’s one thing to explain the policy, but beware if you should try to discuss the policy or anything else as the rep, Johnathan and supervisor Jeannie were very rude, condescending and unprofessional. The tree arrived after the bag, so I am not sure I would have made the 30 day deadline anyway. When I brought this point up, I was told that I should have ordered the tree first and then the bag. When I tried to respond to that, as I bought them at the same time to take advantage of the sale, I was cut off and talked down to. It is a shame to have a business treat the customer so poorly as if it were not for us customers, their would be no Balsam Hills business. I have always been treated well and with respect on previous occasions , so I am not sure what has changed with in this company. I would not recommend buying your trees and products from this company. The products are over priced to begin with, but there is absolutely no excuse for a business to treat the customer so poorly as this can make or break a business.”

Helpful Report

Posted 3 years ago

“Purchased a 9 foot thousand LED light Christmas tree. It came with 35 replacement LED bulbs. Within the first two Christmases, the 35 extra lights were exhausted. However, when you try to re-order LED replacement bulbs, they do not sell them. They told me to purchase them from Lowe’s or Home Depot, however, they do not fit in a balsam Hill tree. In summary, they sell Christmas trees worth thousands of dollars but will not sell you replacement LED bulbs. Shameful.”

Helpful Report

Posted 3 years ago

“I have had the tree for 1.5 years. A section went out in top. I replaced every light and still nothing. Watched all their videos on repair and still nothing. I decided to call and a few sentences in the woman hangs up. I called again and the man said " well we have a great sale on trees right now". It isn't under warranty as I hadn't bought it from them directly but did buy it new. Now they don't sell one of the replacement lights but they still sell the same tree. He told me there was nothing he could do but sell me a new tree. Like I'd buy another tree from them. Not likely”

Helpful Report

Posted 3 years ago

“The trees all look beautiful online the customer service people obviously are officing from home I had one person belch today when I was trying to talk to him I had to call four times. The bottom of the tree section all lights worked section 2 and section 3 attached did not work the lights never came on. It was extremely hard to attach section two and Section three I was advised to use 10 W 40 and the lights never did come on it was extremely difficult to take down and disconnect it was very flimsy. The first two representatives were helpful the third one told me he was going to email me to return labels no cost to me when I open my email shipping label said I had to pay $50 total I called for the fourth time the representative assured me he would make notes I also took a picture of the Christmas tree for evidence that the second and third part of the tree the lights do not work this is extremely frustrating and unprofessional and you should be able to return a tree that’s defective at no cost to the customer I will never purchase anything from balsam trees ever.”

Helpful Report

Posted 3 years ago

“Worst Customer Service I have ever received! Balsam Hill repeatedly lied to me about delivery status of order And after numerous wasted hours on hold was either hung-up on or was disconnected and no-one ever returned calls. I was charged a restocking fee of $99 for returning a duplicate tree that BalsamHill erroneously shipped to me! I will never recommend this company to anyone and will strongly advise against dealing with this company!”

Helpful Report

Posted 3 years ago

“Awful customer service on very expensive products. Buyer beware”

Helpful Report

Posted 3 years ago

“Poor quality and abysmal customer service. The tree arrived just before Christmas and upon setting our presents under the tree on Christmas, we discovered the trunk of the tree had been shedding large amounts of brown plastic or whatever is tackily glued to the trunk to give it texture. Piles of brown flake we now needed to clean up, but also didn't feel comfortable letting out child around. Balsam Hill won't accept responsibility since it was just after Christmas when I contacted them about the issue. We literally had the tree up for a week and they won't take it back. IKEA has a similar looking tree, with out cheap flakes on the trunk, without flame retardants and it costs a quarter of the price.”

Helpful Report

Posted 3 years ago

“If you are looking for a Christmas tree do not buy it at Balsam Hill. This was my first year buying an artificial tree. I wanted a nice one so I spent $600 at Balsam Hill. When it came I waited two weeks to take it out of the box because my floors were being replaced. When I did: I was shocked by how heavy and difficult it was to put together. It came in five separate pieces with cords everywhere. I got help to put it up but had even more difficulty taking it down. I realized that it was just too heavy for me by myself. When I called the company about a return or exchange they were rude and said it wouldn’t happen. It was after Christmas so there was no excuse they would accept. I spent the whole day dealing with it. The manager said the big bosses don’t take calls, and just say no to everyone when they ask. I filed a dispute with my credit card company and I urge everyone to go somewhere else for their trees.”

Helpful Report

Posted 3 years ago

“Like the many reviews below, we were also disappointed by the poor customer service. 2 of our items never arrived and I had to call customer service to find out they were sold out. Weeks later, I was only partially refunded for one of the items. After another 20 minutes on the phone and confusing excuses by the customer service agent, (telling me I used a USPS discount which was not true), I was finally refunded for the product without an apology. Will not be using in the future.”

Helpful Report

Posted 3 years ago

“Ordered an expensive tree skirt for my first at home Christmas , never arrived. Waited 6 weeks, they didn’t make it right and have foreign customer service that barely speaks English.”

Helpful Report

Posted 3 years ago

“We will never order from Balsam Hill again. We ordered a tree on 12/15. We did not need but the prices looked good and as we had a real tree this year we thought we could put the fake one away with all our other Christmas stuff. I called prior to ordering and confirmed they would do the 14 day price match. At that time I was assured they would. Fast forward FIVE days and the tree price dropped $185. I called and confirmed the price match receive a confirmation code and the agent was very helpful. Fast forward two days and no confirmation email so I called back and now was told they denied the price match and there is nothing they can do. I have talked with four agents, three have said yes to the match but the supervisor said no. The team that makes the decision is not reach able and the agents have no authorization to honor anything that was previously said. Very disappointed and very frustrated that NOOONE will help us.”

Helpful Report

Posted 3 years ago

Balsam Hill is rated 1.3 based on 424 reviews