Balsam Hill Reviews

Name: Balsam Hill
Rating: 1.26

1.3 Rating 424 Reviews

4 %

of reviewers recommend Balsam Hill

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Metrics

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

“Buyer beware. Customer service is an absolute joke! My tree that I purchased in 2017 was still under warranty and when I put it up on 11/27/2020 some of the lights didn't work. After speaking to a nice gentleman by the name of Aaron he stated he was going to get me a replacement tree, an 8 foot Saratoga Spruce with candlelight clear LED lights. The tree arrived quickly but it was a 7 foot Saratoga Spruce with multicolored lights. This is where the experience went wrong. Call (1) Spoke to a gentleman who stated he was looking into it and hung up on me. (call 2) Was told I was out of luck and stuck with the tree. (call 3) talked to someone named Tom who stated he was going to refund my purchase price and send me a shipping label to send back the wrong tree. I was then to go online and place an order for a tree I did want, which was a more expensive tree and I would have happily paid the difference. If I didn't receive an email in an hour I was to call back. (Call 4) I didn't receive the email so I called back. Was told No notes were placed on my account by "tom" that no one by the name works there and they can not offer a credit or a refund for the tree that from 2017. They could give me a shipping label to send back the tree I didn't want and because my warranty has now expired they couldn't send me a new replacement tree. Customer service agents are rude and absolutely unhelpful. You are told a different story every time you call them. My original complaint about my tree was before my warranty expired but they would not honor that date. I can not believe I have always wanted to own a tree from Balsam Hill and now I just want to burn the one I have that doesn't work.”

Helpful Report

Posted 3 years ago

“Very disappointed. After 2 uses, the lights started going out and we did everything but could not get them working again.tree needles not at all realistic. Will go back to Bethlehem Lights. They are more realistic and last for years.”

Helpful Report

Posted 3 years ago

“Very bad experience. ordered Nov 28, no communication when my order would be here, Called and called. no satisfaction.. Charged my account the same day. So today Dec 7 tells me my tree is out of stock. my refund probably won't see it for 30 days. Really stay away from this company!!”

Helpful Report

Posted 3 years ago

“I spent close to $1000 on a Balsam Hill Tree in 2015 or 2016, due to the fact they claim their trees are lifelike in appearance and are pre-lit in a manner that a single bulb won't bring down the entire string of lights. Well that sold me and the first year everything was fine. However, each year after that I had "stings" of lights go out. What happened to a single bulb won't bring down a string of lights??? I called their customer service number on two occasions when I first started having problems and I was sent replacement bulbs. The problem is it's near impossible to determine which bulb(s) are bad. I then was forced to start adding my own lights, to cover the bare spots on the tree. This year (5th/6th year owning the tree) "95%" of the bulbs are out!! My wife called Balsam Hill customer service and she was told, they need to get managements approval (which my wife was told should not be a problem) and they will send me 5+ sets of lights (pre-strung) for the tree. Today, I get a call from a Balsam Hill customer service rep and I was told my request was denied because my tree is out of warranty!! When I expressed my dissatisfaction and asked the customer service rep, why would I ever spend close to $1000 on a tree that each year the bulbs start going out? I was told by the Balsam Hill customer service rep, anytime you purchase something that is electronic, you have to expect things will go wrong!!! What amazing customer service and I highly recommend to everyone, save your money and "don't buy anything from the Balsam Hill Tree company". To think I spent all this money, had problems after the first year and each year thereafter and this how I'm treated as a customer!! Stay clear of this company! Buy a tree from Costco for half the price and if there is ever a problem, they embody the meaning of customer service and will resolve it at any cost for customer satisfaction. I learned my lesson and I hope this helps others.”

Helpful Report

Posted 3 years ago

“Horrible experience spent thousands on a 10 ft tree garlands and wreaths ordered a second tree they charged us lost order took our money told us it would be here by Monday 2 weeks ago and now say that can’t find it !!! Spent days on hold trying to get thru. Only offered 20% off ,eventual refund of first tree but would charge a second time and wouldn’t have it here until Dec 22nd!!!! Refused to expedite shipping of their lost tree replacement that we didn’t have it for the Christmas party it was for. We ordered back in November before Thanksgiving! Shame on them. Never will use again and make sure anyone considering will hear our story”

Helpful Report

Posted 3 years ago

“In Oct 2018 I purchase two garlands with lights. Having used them for only two years they have already started having problems with the middle sections of both having problems with the lights - on one the lights don't work at all, the other the lights can be barely seen. They have been used for what can only be around 7 weeks and on a timer, so not even on full time. Having contacted Balsam Hill, imagine my shock that non-tree products only have a 30day(!) warranty. That clearly shows the lack of confidence that they have in the quality of their own products. Their customer service assistant didn't seem that surprised and seemed prepared for an angry onslaught (which I avoided) so I think it's safe to say it's a fairly common occurrence with their products. So, nice products initially but they don't last so they are very expensive for what they are and the company doesn't care. Will never buy another product from them and would never recommend them.”

Helpful Report

Posted 3 years ago

“We purchased a BH tree 3 years ago. First tree did not light because of a bad receiver. They replaced the receiver and still no luck so they replaced the tree which was good last year. This year, no colored lights are functional, receiver does not work. It has stored in a bag in a warm, dry environment. BH trees are expensive piles of trouble. DO NOT PURCHASE these trees. They do not last.”

Helpful Report

Posted 3 years ago

“A few branches have lights out I have called the comps three times and was hung up on two of those times and never got a call back the other. I am so disappointed in this company. The tree was not cheap but the customer service is”

Helpful Report

Posted 3 years ago

“Lights burned out, short in the system. They have no new lights available for over 12 months Their suggestion (Home Depot for lights??) Looked into buying a new tree for the holiday (Sold out)”

Helpful Report

Posted 3 years ago

“Spent a fortune. Tree arrived very skimpy looking anorexic. Looked like a department store reject. I called Balsam, they had a “too bad” attitude. Not helpful at all. Don’t spend your hard earned money on this company. They do not stand by their product.”

Helpful Report

Posted 3 years ago

“Stay away from them. Lights don’t last and you can’t get replacement bulbs. Purchased a tree Nov 2015. Worked great for first three years. Lights started going bad year 4 after warranty. Dec 2020 called for replacement bulbs and was told they no longer had them. Very upsetting and inexcusable.”

Helpful Report

Posted 3 years ago

“I purchased a 7’ tall Balsam Fir Tree for my 83 year old mother. After putting it together she and a helper easily fluffed that beauty into a full, spectacularly lit tree. Mom’s a little picky and if she doesn’t like it she wants it out of her house. She absolutely loves it and is very excited for everyone to see it virtually and from the front bay window. She and dad will spend a lot of time this Holiday without all the family present but the beauty of this tree will give them that special holiday feeling we all need this year! Thank you Balsam Hill!”

Helpful Report

Posted 3 years ago

“Purchased a 6’ Fraser fur tree - used it 1 season - the colored lights only half work, white lights work. Customer Service was no help - offered to sell me some extra bulbs at $5.00 a box. Paid over $700.00 for 1 Christmas- pretty expensive. Lifetime of memories - all BS, although I’ll remember it. Product sucks!”

Helpful Report

Posted 3 years ago

“It turned out the product that we ordered -- a Christmas gift -- was out of stock. There was NO notification -- prior *or* after the order -- that it was unavailable. After waiting a little over 2 weeks, we finally called. After waiting on hold for 50 minutes, the representative responded that the item was not available, and they did not know when, or if, it would be available again. That is terrible customer service. I do not blame the rep, but in these modern online shopping days, it is inexcusable that they would not communicate the lack of availability -- not to mention the 50 minute wait. We cancelled the order and will not be returning.”

Helpful Report

Posted 3 years ago

“Shipped wrong product. Called, they apologized and stated they would expedite correct product to arrive in three days. I never received a conformation or product. I tried again. Balsam Hill had no record of call and asked for pictures of the bar code on what I received. It is now three weeks after order. Never received product and now fighting for credit. They are horrendous. There are many better with service and product quality is average”

Helpful Report

Posted 3 years ago

“Bought a decorative planter with greens. First the planter stand is made of the cheapest plastic. Second the plastic pine branches bleached out to a bright green, absolutely hideous. People ask where did you buy this I say Balsum Hill and they don't stand by their products. Also not worth the money.”

Helpful Report

Posted 3 years ago

“I placed an order on 19th November and had a tracking number given on 22nd November. It is now 4th December and now they are telling me they are out of stock and if I ordered another tree I wouldn’t get one by Christmas. Absolutely shocking customer service as I kept ringing because the tracking hadn’t moved from ready to ship and they fobbed me off with It takes up to 10 working days. Never have I experienced such poor customer service and now I am waiting on a refund which will probably take 10 working days. I’m so disappointed and gutted. Thank you balsam hill for ruining my 2020 Christmas”

Helpful Report

Posted 3 years ago

“Ordered and paid in full, for a somewhat expensive tree skirt on 11/18/20. Received a tracking # 2 days later on 11/20/20. As of 11/3/20, the tracking # shows the product is “awaiting USPS”. So I tried calling balsam Hill customer service this morning, and waited on hold for 53 minutes before reaching a live person to speak with. I also tried the live chat feature on their company website, only to discover that there were 36 people waiting in the queue ahead of me. Once I reached that person, I was informed someone will respond with a status within 48 hours. The customer service rep said she had no idea what the status was for my order. Based on what I have read on BBB complaints, this poor level of customer service seems to be inherent within this company and they have done nothing to address the systemic complaints since at least 2007. I will never place another order with this company ever again.”

Helpful Report

Posted 3 years ago

“I absolutely hate this tree! We purchased a 9' Colorado Spruce Easy Plug which I'm sure everyone knows is not cheap. It has not done anything but created anxiety since we purchased it 3 years ago. The first year, we had a bad receiver, so they sent a replacement. Secondly we had sections each year that would not even light so they would send a replacement section. In each of the 3 years that we have put up this tree, we've had nothing but problems. This year, one half of the bottom section will not even light. We have worked hours and hours replacing main bulbs, fuses, and checking individual lights to no avail. Customer Service said there's nothing they can do since it's now "out of warranty." The rep suggested buying more lights from them or a big box store to buy more lights and simply plug in to the other plug and the remote will still work. Problem is if you unplug the line, it takes out ALL the lights on the bottom section, so we had to plug in an extension cord into the tree plug to be able to plug up replacement lights AND the original plug so we wouldn't lose ALL the lights. In addition, the bottom row of the top section doesn't work either. Again, we replaced the main (grey) bulb and the fuse to no avail. Don't waste your money. Also, I was going to upload a photo which the review site offers, but it doesn't have a upload icon. Go figure.”

Helpful Report

Posted 3 years ago

“Buyer beware (especially when purchasing tree after Christmas!) Initially purchased a 6 ' Spruce on sale 12/26/19. Tree looked fine on receipt. Tree was defective (branches unhinged ...as I would become in dealing with the Company!) upon being assembled 11/15/20. Had calls with 5 different Reps between 11/15 and 11/22 nearly 3 hours trying to get a replacement/refund etc. Outsourced call center or home based with poorly trained reps. giving mis/contradictory information. One call sounded like the rep was drunk or I had gotten him out of bed. Various human/system errors etc. Service was the worst I ever experienced. Jesus' who I spoke to on 11/22 seemed to be the most experienced and informed. I was to receive two refunds (2nd return received in their warehouse on 11/23 per tracking and I am still waiting for this refund confirmation) If I recommended product, it would be with caveats. Given the obvious cyclical nature of the business (and please do not use COVID as an excuse) the service issues were in excusable.”

Helpful Report

Posted 3 years ago

Balsam Hill is rated 1.3 based on 424 reviews