Balsam Hill Reviews

Name: Balsam Hill
Rating: 1.26

1.3 Rating 461 Reviews

4 %

of reviewers recommend Balsam Hill

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1.3

Based on 461 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 1 star review on 1st January 2025

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

“Tree was wonderful but they would not honor sale price!!! Tree was wonderful but they would not honor their sale price. In October 2020, I spoke to the Balsam Hill Customer service rep and explained that I was looking to upgrade our tree—also from Balsam Hill. I explained to the salesperson that my only hesitancy about purchasing the tree in October was that the same tree might go on sale in November and I’d be out the difference in price. The rep was nice and reassured me, that should the tree go on sale—Balsam Hill would honor the price. Based on this reassurance, I went ahead an ordered a $700 Balsam Hill tree. Fast forward one-month and the exact tree was discounted by $200. When I called up Balsam Hill to request the difference in price, I was told sorry—the best we could do is give you a $20 coupon toward your next purchase. As much as I love Balsam Hill trees—I will never purchase from them again and neither will any of our family members. Order #H012953386”

Helpful Report

Posted 4 years ago

“This was by far the worst experience I had with online shopping this holiday season. I ordered an in-stock bolt of ribbon on November 10 which was supposed to be delivered within 5-10 business days. After three weeks of waiting, I contacted customer service via their online contact form for a status update. One rep responded that the order would be delivered on December 8 but hours later, a different rep said they didn't know when it would arrive but gave me a link to follow the supposed progress of the shipment. On December 11, I received an e-mail saying the order was running behind but on track to be delivered by December 15 and that I should call them if it didn't arrive by then. On December 17, I placed that call and the service rep had even less information than I did and was going to send an e-mail to "the office." At this point, all I wanted was to receive the item so that I could return it for a refund so I asked for the $10 return fee to be waived given all that has unfolded. I was given 100% assurance that I would not have to pay that fee. The package finally arrived today so I contacted Balsam Hill for the RMA and shipping label. I guess I should not be surprised that they are NOT going to waive the return fee. Now I just need the label so I can run to get this shipped ahead of the December 25 deadline they impose. I really resent the way this entire process has unfolded and I will NEVER buy from them again. I almost bought a tree from them this year so I guess I dodged a headache on that one. (By the way, the ribbon is beautiful so I would have been happy with this had it arrived in time to be of use to me but I had to buy a substitute bolt when it was so late in arriving. I do fear the refund process but will open a dispute within PayPal if Balsam Hill doesn't come through in the end.)”

Helpful Report

Posted 4 years ago

“I ordered a tree in November and it has been stuck 'processing' for over a month. Despite 2 long calls with customer service assuring me that they would ship a new tree, expedited shipping, nothing has happened. They would not allow me to cancel the order, and I can only return the tree by waiting for it to arrive and then sending it back and waiting for a refund to process. One month in, $300 spent, and I have nothing to show for it, nor any hope of receiving this tree! I'm now in the process of contesting this charge on my credit card.”

Helpful Report

Posted 4 years ago

“Balsam Hill refuses to sell me a replacement remote 4-button for clear/multi-light trees. I said SELL not replace, they will not sell it to me because I wasn’t the original owner!!!! They continue to ask for an order number or account number knowing damned well I don’t have one. VERY POOR CUSTOMER SERVICE!”

Helpful Report

Posted 4 years ago

“I'd give 0 stars if that was an option. Placed a single order for $300 for 4 strands of lights from Balsam Hill as we intended to restring our current tree. We received the 4 strands in 3 different boxes on different days but decided that we should instead return the lights and buy a pre-lit Balsam Hill tree. Trying to return the lights has been an absolute NIGHTMARE. We have been on the phone for hours for over a week with a number of extremely rude and condescending customer service reps. It started with customer service sending us 4 return labels and us simply calling back to ask if we can use only one label as we had placed a single order and all the items fit in one of the boxes they sent with room to spare. They were going to seek permission from their “back office” to allow the return in one box and would contact us in 12-24 hours. After 24 hours and not receiving a call we called back and got a rude rep that hung up on us. We called back and the new rep said 24-48 hours for them to contact us. We waited a few days without a response and called back and have gone through multiple reps each giving us different instructions indicating we must follow them exactly in order to get any credit: 1. Items should be returned in the exact boxes they were received with the return labels we were provided or we won’t get credit. We received 3 boxes but have 4 labels. 2. Items should be returned in 4 separate boxes or we won’t get credit. This is contrary to the other rep. 3. All items can be returned in one box as long as we pay shipping separately – it’s not like we weren’t already paying $10 per return label from Balsam Hill. This too is contrary to the other rep. The issue now is we’ve been fussing with trying to get these items returned for over a week and their return policy states return items not received by Christmas will not be credited. At this point we’re just putting everything in 1 box, taking pictures, and returning in the hopes we get credit. Returns should not be this difficult. I’m convinced this is just a delay tactic and a scam to miss the return deadline. We’re absolutely not buying the tree we were intending to buy from Balsam Hill or any other item for that matter. Unbelievable, and now I understand why there is so much negative feedback on Balsam Hill on-line. I just wish we would’ve been keener to all those negative reviews.”

Helpful Report

Posted 4 years ago

“On December 2, 2019, we placed an order for an 8 foot tall, 66 inch wide, LED Pre-Lit, Biltmore Spruce and experienced a problem with shipping, which Balsam Hill rectified. Because we went on vacation Christmas 2019 through early 2020, we hardly had the tree turned on. Just a few days after setting up the tree this year, and maybe pressing the turn on button a total of 8 times, the button failed to stay turned on and our tree will not light. TODAY (12/15/2020) BALSAM HILL TELEPHONE CUSTOMER SERVICE HAS PLACED ME ON AN INDEFINITE HOLD AND WHEN I REQUESTED A CALL BACK I RECEIVED A CALL BACKL STATING NO REPRESENTATIVE WAS AVAILABLE.”

Helpful Report

Posted 4 years ago

“Bought a pre-lit tree from them 3 years ago. 2nd year two sections of Lights Went Out. Got replacements for them. This year one of the replacement sections went out. Called again, but they refused to do anyting about it saying it was off of warranty.”

Helpful Report

Posted 4 years ago

“Bought a 4' white Christmas tree in 2015. Reported a shedding problem in 2016. Fobbed off with "it's only settling". 2018 contacted them again with same problem. Fobbed off with the same excuse. 2020 took tree out of wrapper and the bottom of the bag was coated in needles. Contacted the email on their fb page. Had 4 emails returned undelivered. Spoke with advisors on their fb page to be told the warranty had expired and there was nothing that could be done. Then decided to contact via chat on their web page. This went through to the US who were unable to help and to contact the UK page. Impossible as the this Chat feature is set to default to the US. Now in conversation on Twitter but much the same response. The warranty is not worth the paper it's written on because they will not honour it.”

Helpful Report

Posted 4 years ago

“Very poor accommodation after the warranty period. 5 years ago we paid $1500 for a 9ft flip up tree. It comes in two sections. There is a plastic electrical connection between the top and bottom sections and when the two sections are put together the top lights are suppose to illuminate. This year when we put the two together the cheap plastic connector crumbled due to it being brittle. I called Balsam and asked to purchase the fitting and they refused to replace either under the warranty, which had expired, or to sell me one. They also refused to sell me the top section of the tree. Looks to me as though they wanted me to purchase a new tree altogether. Not going to happen. They said they couldn’t and will not sell either part. Beware of their anti consumer attitude and lack of willingness to accommodate and service their products. This is all after waiting an hour on hold for them to answer their phones. Really poor experience with this company.”

Helpful Report

Posted 4 years ago

“Should be no stars. Purchase 3 trees just less than 3 years ago, used only 2 seasons. Well, one is dead, under warranty, well, what warranty, Called on November 21st, 2020, and was told I would get a replacement. Its now December 11, 2020. No email, no replacement. Called in on it on the 11th, waited 38 minutes to talk to someone, then was put on another hold for 15 minutes, then hung up on me. They have all my info, never called me back. What good is a warranty if the company does not honor it. And the money I spent, should have gone elsewhere..”

Helpful Report

Posted 4 years ago

“MY wife ordered a 6.5 ft tree- for $499.00 , later we found the tree was charged at $699.00- we opened the tree box after the 30 day return window- the tree is really cheaply made,very shiny plastic look.The company charges a 20% restocking fee- they won`t change it so we agreed-A return label was to be sent in 24-48 hrs- I waited till the 3rd day to find out there is no record of my first call now I`m on the third manager who finally gave me a case number and we are to wait another 24-48 hrs. Worst response to an issue, terrible quality tree for $499.00 let alone $699.00- go elsewhere- very very frustrated”

Helpful Report

Posted 4 years ago

“Please do not buy from this company. Customer service is awful. I ordered a tree and an angel tree topper, both came damaged and when I returned they held back a 25% restocking fee. I had contacted Balsam Hill about the damaged items and informed FEDEX to pick up the items from my home within 30 day period from the date of receipt of the items. I mentioned to Balsam Hill that I had no control of the delivery and pick up schedule of FEDEX so I should not be penalized if the returns were received after the 30 day period. Will not recommend Balsam Hill again”

Helpful Report

Posted 4 years ago

“Ordered tree over a week ago and it was in stock. I then spot a refund on my PayPal account. No communication from them, they just cancelled the order because they say it was out of stock. Customer Services couldn't care less and were not prepared to do anything about it and just hung up the telephone. Do not use his company - they are awful.”

Helpful Report

Posted 4 years ago

“Worst customer service ever even though all they talk about is customer service. Shipped 1/2 a tree quickly then they can’t tell any information about the when the other 1/2 will ship. Tell you it will ship tomorrow but tomorrow never comes and then another day of lies. Even their so called supervisors tell nothing but lies. They say they record the calls but when you call them out on this then they say they can’t listen to the other employees calls.”

Helpful Report

Posted 4 years ago

“Terrible customer service, I am returning my lovely tree on principle after being lied to by customer services. Too many times. Do not use this company, you will regret it! We certainly do, they have caused upset and ruined what was supposed to be a uplift in people’s Christmas spirit after the unusual year we have all had. Shame on you Balsam Hill. Do not give these people money.”

Helpful Report

Posted 4 years ago

“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 4 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 4 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 4 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 4 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 4 years ago

Balsam Hill is rated 1.3 based on 461 reviews