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

“Horrible customer service. Only received half of the tree I ordered and they cannot find the other box. They won’t replace the tree with the same one since it’s sold out. One supervisor said they would replace with a similar tree and another said they would not replace (actually she flat out told me they were busy and didn’t have anymore trees). All they could offer was to pay for the shipping of the tree back to the company. Never mind, the box is super heavy and I have a bad back from working as a nurse. The supervisor, named Amy, said I had to figure out how to ship it back and they would only offer the labels. This is not the first time Balsam Hill has dropped the ball before Christmas. Two years ago, after decorating a different brand new balsam tree, the lights stopped working. Again, they would not replace it or offer a similar replacement. Customer service just said they were sorry and made no attempts to replace with a similar tree.”

Helpful Report

Posted 2 years ago

“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.”

Helpful Report

Posted 2 years ago

“My correspondence with this company should tell you enough but in addition to this I was told by two different people on the phone my order had shipped and left their warehouse. One of them finally admitted in the phone that he the order had not in fact shipped. Balsam Hill Customer Service To: Hi David, Thank you for contacting Balsam Hill. We greatly appreciate your recent purchase with us and that you have chosen our products to celebrate this beautiful holiday season. We understand that you wanted to follow up on your order status. Upon checking, your order has been shipped and details on its movement will be available once the package arrives at the FedEx facility. Tracking numbers may take up to 48 hours to display movement after the label has been created. For our Standard Shipping, those orders placed after 12pm ET will ship within 2 business days and items typically take 3-7 business days to arrive. To know more about our shipping and orders, you may visit this link. You can also track your order status through this link using your order number and email address. We hope for your continued patience and understanding on this matter. Sincerely, Ma.Manilyn Show original message Please refer to Case Number 01209035 when contacting Customer Service ds….,,,@yahoo.com To:Balsam Hill Customer Service Wed, Dec 1 at 6:11 PM Do you use a separate shipping service to send it to Fedex because if not the fedex tracking whould at least show it has left your facility. Right now it is just showing ready to ship. I ship with fed ex quite frequently and the status updates for every single step. Sent from my iPhone Show original message ds…@yahoo.com To:Balsam Hill Customer Service Wed, Dec 1 at 7:13 PM I have been following the tracking on fedex. Fed ex is only showing that a label was created. My concern is that this shipment has never even left your facility. If it did fed ex would show that it has. Can you confirm this has left your facilty and is in route. If so please provide a screen shot of the fed ex shipping status because when i go on fed ex it just shows a label was created with no movement whatsover. Sent from my iPhone Show original message Balsam Hill Customer Service To:ds…,,@yahoo.com Wed, Dec 1 at 7:26 PM Hi David, Thank you for getting back to us. We appreciate you for making us be part of your holidays and we understand your concern on your order H019235879 still showing no movement when tracked. We apologize for the confusion on our previous email saying your order will be arriving today. Unfortunately, our warehouses weren't fully operational and our shipping partner FedEx were on modified service hours since the weekend causing some delays. Know that your package may not show movement for a couple of days as the ground deliveries are resuming. Rest assured that we are working closely with our partners to deliver your package as soon as possible. Your patience and understanding is greatly appreciated. Sincerely, Angel John Show original message Hi David, We hope this email finds you well. ? We wanted to let you know that the 7.5' Mariana Spruce with Clear LED Light you ordered has been in high demand and is now out of stock. While we do our absolute best to keep inventory levels up-to-date, it can happen on occasion that an item sells out before we have the chance to update the inventory on our website. We know that this is a frustrating situation and sincerely apologize for any inconvenience this may cause. ? A refund of $637.94 for this unfulfilled item was issued to your original form of payment on December 1, 2021 with the transaction ID 5gaq83jc. Please note that it can take up to 30 days for you to see the credit on your financial statement. We thank you for understanding and please feel free to browse our website again for an alternative product.”

Helpful Report

Posted 2 years ago

“I have bought several products from Balsam Hill over the years and the quality and durability are exceptional! I have now experienced your customer service and product, follow-up care and I couldn't be happier. Your staff are very helpful and friendly, and the range of products i've bought, at different addresses were logged on the system, making it was easy to locate the parts needed and see if they were still covered by the purchase warranty. Thank you for sending me a replacement tree stand and key so swiftly.”

Helpful Report

Posted 2 years ago

“I’ve had a Balsam Hill tree since 2013. For the last 3 years, the lights have been more and more unpredictable to get going. This year we had significant sections of lights that wouldn’t light up so I ordered a new tree. Within a few hours we were able to manipulate the boughs and got most lights working. I called to cancel (within about 2 hours) and was told my order was cancelled. Three days later I got notice that the tree was being shipped, but probably delayed. When I called again to remind them the order was cancelled, they said I’d have to pay $50 for the return. Not fair.”

Helpful Report

Posted 2 years ago

“Purchased a 7-1/2 Stratford Spruce this past October & paid $699. Normally I would have waited to purchase a Christmas tree closer to the holiday but due to supply chain shortages I placed the order earlier to be certain we could get this particular tree on time. Then after their 14 day lower price match policy they reduced the price by $200 to $499 and instead of working with me they offered no credit for the difference! I would have even accepted a store credit towards a purchase of additional items! To make matters worse, the stand was defective! They entered a new replacement order for the stand and then sent me an email update that some parts would not be delivered until September 2022! I ended up temporarily fixing the problem myself and then they sent me another update apologizing for the back order issue and the parts would now be delivered mid December! Never again will I order anything from this company again! You may have kept the $200 BH, but you lost allot more potential business from me as a potential life time customer versus your decision to turn me into a first and last time customer!”

Helpful Report

Posted 2 years ago

“Purchased a $600 plus pre lit tree four years ago. Tree had option of multi color or clear lights or both. First year it took hours on phone with customer service to get the remote to work. Third year the multi color lights wouldn’t work. Called customer service which only wanted to sell me new string of lights. Tree was out of warranty. This year couldn’t any of the lights to work. Tried everything. Replaced fuses checked for broken/missing lights. Nothing worked. Finally I ran an extension cord up through the tree and individually plugged each strand of lights in each section to the extension cord. Never could get clear lights on bottom third of tree to light. Tree is not worth the hours of aggravation.”

Helpful Report

Posted 2 years ago

“I have the same problem Ingrid did. Our tree was beautiful, prelit tree. Packed it up after first christmas, stored in climate controlled environment. Took it out next year and one section on the lower part of the tree did not light. Called customer service. They said all they could do was send a new set of lights for that section, because they didn't have that tree in stock right now. They said they might be able to send a new section later. I never heard from and just made do, putting the new lights over the old ones. If you have never "unstrung" a prelit Christmas tree, I would invite you to do so. Because the lights are clamped to and wrapped around the branches, it literally takes FOREVER AND DAMAGES YOUR EXPENSIVE TREE. So, because I'm use to the world being imperfect, I have kept making do with this for Christmas 2018, 2019 and 2020 and would have kept doing so, but when we set the tree up this year, guess what? That's right, there are now numerous areas of the tree not lit up. I have traced the wires, as I did before, and discovered that it is clearly a wiring problem, not a fuse problem, the sections that aren't lit up trace back to sections where the lights work, with no fuse in between. Called customer service. They at no point even attempted to suggest that I could fix this problem or tried to trouble shoot it, which clearly implies that they are aware of this problem being a defect. I'm pretty sure they knew it when I called in 2018. I've now been told that because it is out of warranty, they can't do anything but they MIGHT be able to send me 5 new strands of lights, IF a supervisor approves it, AND that IF I had called last year, they could have done something. SO now I have a very expensive tree that is half lit. AND I get to choose between giving it to Goodwill and buying another OR restringing the whole tree. And oh yes, I also can't decorate my tree. I really was silly enough to think that this company would treat me right because I was paying so much for their product. I have purchased several products from them, but no more. Have recommended their trees, but won't again.”

Helpful Report

Posted 2 years ago

“Okay so last year I purchased a Balsam Hill tree on an after Christmas sale. All good. I got the tree but it was broken. No big deal because Christmas 2020 was over. I called CS. They set up a case. I heard nothing throughout the year but figured I would have to deal sooner or later. To my surprise a new tree showed up sometime before thanksgiving. Thanks Balsam Hill. Overall I’m happy. Two caveats: please, please. Please! Put a friggin video on your CS site on how to put the lithium battery in the remote! Two, I noticed one branch on the top portion is not attached to the stem. Really love the tree but quality control??”

Helpful Report

Posted 2 years ago

“Overall experience with Balsam Hill Has been very poor. I would strongly recommend against purchasing a Christmas tree from them. We purchased a tree five years ago - a 9ft Tree for which we paid $900. After three seasons we began to have trouble with various lighting sections that would not turn on. We called customer service to see if they would offer any help and were told that the tree was out of warranty. There was nothing they would do about it - we were on our own. Over the past two years we have had to cut out hundreds of defective lights, as a last resort after spending hours trying to troubleshoot the problem. This year we had to remove so many lights that we needed to purchase 400 additional lights for the tree. While the tree is visually attractive the problems with the product itself, and the company’s customer service, more than negates that benefit. We will never purchase a Balsam Hill product again and will do everything possible to let others know what an inferior company it is, through reviews such as this and by all other means possible. In my mind Balsam Hill is all flash and not substance. By way of contrast, our two daughters each purchased trees from Costco around the same time and have had no problems. Moreover, if they do experience any issues in the future, Costco’s customer service will no doubt be far more responsive.”

Helpful Report

Posted 2 years ago

“After two years, extremely disappointed with my very expensive Balsam Hill tree. In addition I had recommended to family and friends and they all feel the same. Same your money and buy a tree for less at Home Depot or Costco. After two years, the majority of the lights would not work. After calling Balsam Customer Service several times, (I had the tree for 2 years at this time) all they could do for me, was suggest I watch their videos or tell me to change fuses. After three years when all the lights would not work, and I called CS several times, they informed me the tree is out of warranty since 3 years old but they sent me three sets of lights having 300 mini lights on each string. Balsam should have replaced the tree after two years? Why after spending $600, would I want to add lights?? Not an easy task wrapping around a string of 300 lights on top of the broken lights. Long story short, after being told this tree would last 10 years, didn't last two years. I've added lights, for last few years. However after this year the tree will be trashed. Balsam Hill deserves zero star for quality of tree and customer service help.”

Helpful Report

Posted 2 years ago

“Poor quality, hazardous lights and very poor customer service. Our tree is 2 years old and every year we have ro replace 500+ of the 1500 bulbs. It failed out of the box when purchased new. Please don't waste your money.”

Helpful Report

Posted 2 years ago

“I bought a Christmas tree from them last year, half the tree was lost in shipping, sent new 1/2 of a tree, they don't match!! STILL trying to get a tree, they MIGHT have it by Christmas this year🤬🤬🤬🤬🤬they won't pick up this brand new one & even give me credit for a new tree!! This one is brand new!! I spent $1200 on it!!! And have nothing, but frustrations!!!!”

Helpful Report

Posted 2 years ago

“We purchased a 10 foot Aspen Fir flip Tree and were so excited to receive it in a timely manner. We paid up for the flip tree (3999.00) because of its seemingly easy assembly. All of our five children plus two finances and other extended family members were home for Thanksgiving and our annual tree decorating. Unfortunately the tree is faulty and the middle and top parts do not fit firmly into the base plus they swivel and twist - because of that the whole tree leans to one side. The disappointment is beyond upsetting especially after waiting through pandemic times to gather as a family with plans of decorating our tree together this year. After three calls to Balsam Hill the only work around they can offer us is to send another tree - who knows when it will get here and now we will have to assemble and decorate it ourselves. Who is to say the second tree won't be as faulty if not more - Not to mention it won't be able to be done before our dinner party in 6 days. Merry Christmas Balsam Hill - $3999.00 is a lot to pay and receive faulty and broken merchandise. The hassle of sending it back, boxing it up and all is also a huge bummer. I gave Balsam Hill once start but that's because I couldn't give them zero stars. Do yourself a favor and buy from a different more reliable company. Balm Hill is a waste of hard earned money.”

Helpful Report

Posted 2 years ago

“Every year we get out our Balsam Hill trees and find that less and less of the lights work. We purchased two Balsam Hill trees in 2018 and they were pretty much “junk” by year two. We now have to string lights on our “pre-lit” tree every year because NO lights work. To further prove this point, we had some family that bought a $1000 plus Balsam tree in 2019 and this year there are sections of the lights not working. It’s a gradual decline but it appears these products are destined to fail. I wouldn’t waste your time and money with Balsam. They have an excellent marketing campaign but their products are a complete scam.”

Helpful Report

Posted 2 years ago

“Placed an order with Balsam Hill on a Thursday before noon with express shipping. According to their own website the shipment should have been sent out within 24 hours. This did not happen, what did happen was that my order was cancelled in 48 hours without any notification through phone or email and then they charged my account after 84 hours. I assume this is all because I placed the order from overseas but the ship to address is the same address as the card. I do not know, they couldn't tell me. This place is pure garbage and I do not see how they can cancel my order and then charge me without that being criminal.”

Helpful Report

Posted 2 years ago

“I purchased an 8' foot Spruce tree. I paid $1,099 and exactly 1 month later, it was on sale for $899.99. I called and asked if they would credit me for the $200 difference. I was told "No, I would have to buy again, send back my current tree." I was told they would pay for shipping both ways. Keep in mind, it came in 2 boxes, rather heavy boxes. After tax, my new purchase was $321 cheaper. I called FedX to schedule a pick up but I only had 1 label, so I called Balsam and I was told to just make a copy of the label. I explained to him what FedX told me and he told me to wait a few days and call back. He told me that "They couldn't just poof and make it happen today." I asked to speak to a manager and I was told that he would tell me the exact same thing. I asked for his name and he told me that he wouldn't tell me. I specifically asked if the manager would talk to me and he told me that he was busy. I spent $1,000 on a tree and now the manager wouldn't talk to me!!?? Worst customer service ever.”

Helpful Report

Posted 2 years ago

“This company has no customer service at all. They will lie to you to get you to make a purchase if you call them. The sales representatives have no idea what they are selling or features and tell you what you want to here. Then when the tree comes wrong, they do nothing to speed the process. In fact i paid for expedited shipping they want to send the replacement tree slow boat way after I PAID for shipping on wrong tree. Go buy tree on Amazon, BALSALM HILL IS NO GOOD”

Helpful Report

Posted 2 years ago

“I spent $1100 on a tree in 2017. Every year I have had 1-2 strands of light not working. I went bulb by bulb, replaced fuses and master bulb and mover could get them to work. This year I now have 5-6 strands out, called customer service and 8 months outside my warranty so I am screwed. Balsam does not back their products, the replacement bulbs must be purchased from them if you buy a tree from them you WILL have light issue. Not worth the time or money to do business with Balsam”

Helpful Report

Posted 2 years ago

“I ordered a 9ft Silverado Slim tree with candle light lights after Christmas (2020) in January. I just got it out of the box and out it up. I know I can't return it, but I am so disappointed in the lights. They are so dim, you can hardly see them. Not real happy with the plastic branches either. My expectations were much higher. ☹”

Helpful Report

Posted 2 years ago

Balsam Hill is rated 1.3 based on 424 reviews