Name: Balsam Hill
Rating: 1.26

“In all honesty, this is the one of the most beautiful Christmas Trees around...as long as you don't have any problems with it. Once you have an issue, the customer service, response times, and product knowledge of their CS team is by far the WORST I'VE EVER ENCOUNTERED!! Their support teams are not even provided the tools to help you troubleshoot your issue. They will pass you around to multiple ill-informed agents who start at the same ridiculous suggestion of "did you check to see if the tree was plugged in?" I was forced to repackage and return a 10' tree, and I am still WAITING FOR MY REFUND 2 months later. DO NOT BUY FROM BALSAM HILLS!!”

Helpful Report

Posted 4 years ago

“BUYER BEWARE! Splurged and thought you would get what you pay for but that is not the case. PArt of the tree stopped working and they said they would send me a replacement section.EIGHT months later I received the new section and put it in the attic. Next Christmas I go to put the tree together with the new section and it doesn't fit. On 12/3 I call immediately, they don't make my tree anymore and will send me a replacement tree. Now 1/24/20 and I still don't have the tree or a record of the warranty covering it. STAY AWAY!”

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Posted 4 years ago

“Absolutely pitiful. Do not buy from them. Tre looks like it was wired by a 9 year old kid in Vietnam, Not that there is anything wrong with nine year old kids in Vietnam--they just shouldn't wire anything. Two strands won't light. Changed all fuses, master bulbs--you name it. Still won't work. Strands won't work will plugged in directly to power source. Replacement strand won't work when plugged into tree but works when plugged into outlet or other section of the tree. WHATEVER YOU DO, DO NOT BUY A TREE ON SALE/CLEARANCE. These trees have a 60 day warranty! Warranty will have expired before Christmas comes around next year! Terrible customer service. Caveat emptor!”

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Posted 4 years ago

“We bought a Christmas tree bag but when we tried to use it to store our tree, we discovered that the bag was to small. I tried to return it but was told that their return policy was 30 days or 12/25, whichever comes first. How could I possibly return the bag by 12/25 Christmas Day. I would have had to take my tree down by 12/24 in order to be able to return the merchandise. I will never buy merchandise from this company and would encourage others not to do business with them based on their shady business customer service policies.”

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Posted 5 years ago

“This was my second artificial tree from Balsam HIll. We had moved and I wanted a bigger tree and purchased a beautiful new 7 1/2 foot tree. Upon opening, it had a musty odor. I called Balsam Hill and they deeply apologized and immediately emailed me two return labels and 3 days later, even before I returned the tree, a new tree arrived and in perfect condition. They were VERY apologetic and acted immediately. It was December and their 30 day return made it possible to relax through the holiday. The odor mostly dissipated after airing out. But a hint remained so I did return the tree and the new tree was fine. Other than that, the tree was perfect in every way. The tree is beautifully made and looks entirely real when decorated. Balsam Hill is the ONLY company I would go to for my artificial trees. The trees look real and the customer service far exceeds any expectation I could imagine. Balsam Hill stands solidly behind their product and quickly solved my problem and made me happy and able to relax through the holidays. Balsam Hill is a quality made and serviced product. They absolutely do take personal care and pride in their authentic looking products AND customer satisfaction is a priority. I would never even look at other companies for my Christmas decorating needs. My old front door wreath is looking pretty sad and I'm looking at B.H. Their wreaths look very nice! :)”

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Posted 5 years ago

“The company won't honor what their representatives tell you! I ordered a tree the beginning of December. When it arrived the box was torn and had holes in it. The tree had broken lights, was crooked, wobbled, and turned where it connected. I called and spoke with Trevor, they didn't have a replacement, so he told me to call back after Christmas for a refund if still out of stock. I just called, they are still out of stock, and the supervisor will not give a refund or honor what Trevor said. The supervisor said he would submit a refund to the back office, at the beginning of our conversation, only to turn around and say he won't submit it to the back office. He won't even honor his own word! Don't believe anything they say. They can't be trusted!”

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Posted 5 years ago

“The company won't honor what their representatives tell you! I ordered a tree the beginning of December. When it arrived the box was torn and had holes in it. The tree had broken lights, was crooked, wobbled, and turned where it connected. I called and spoke with Trevor, they didn't have a replacement, so he told me to call back after Christmas for a refund if still out of stock. I just called, they are still out of stock, and the supervisor will not give a refund or honor what Trevor said. The supervisor said he would submit a refund to the back office, at the beginning of our conversation, only to turn around and say he won't submit it to the back office. He won't even honor his own word! Don't believe anything they say. They can't be trusted!”

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Posted 5 years ago

“Dealing with Balsam Hill is deliberately difficult if one has a defective tree. We ordered our tree in late October, but assembled it in early December (that exceeded their 30 day full refund period...we had not even assembled it until after T’giving 11/28). The tree’s lights were defective. We called Balsam Hill support on 12/9 to troubleshoot the problem and they stated they wished to replace the tree. They said they would notify us soon about the delivery date for the new tree. Nine days later, 12/18, they advised they could not replace the tree without additional info. That delay ensured they would not have a replacement tree shipped to us by Christmas. When we again contacted them, NO additional data was requested. My choice now? Obtain a replacement tree AFTER Christmas! PLEASE THINK TWICE BEFORE DEALING WITH BALSAM HILL. You’ve been warned, friend”

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Posted 5 years ago

“Ich bin überhaupt nicht zufrieden mit dem Service von Balsam Hill. Ich habe am 1. Dezember ein Baum bestellt und bis heute nichts empfangen. Bald ist Heiligabend und wir haben unser Baum nicht bekommen, obwohl es hiess sie würden innerhalb weniger Tagen problemlos liefern. Mehrmals habe ich mit dem Kundenservice in den letzten zwei Wochen telefoniert und diese versicherten mir ein schnelles Handeln vor Weihnachten. Laut Kundenservie würde sich der "Manager" selbst um die Sache kümmern und schauen das wir den Baum bekämen. Laut Kundendienst verliefen zwei Lieferungen da die erste anscheinend nicht geklappt habe. Das bemerkten die bei Balsam Hill aber als ich antief um zu fragen warum mein Baum noch nicht da wäre.... Sehr sehr schlecht. Bin durchaus Enttäuscht!”

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Posted 5 years ago

“Please think very carefully about buying from this company. Their customer service is disgusting. The attitude of the staff in the call centre is horrible. They simply do not care. Today they agreed to refund my faulty tree. Only after much arguing and me threatening to contact my credit card company to initiate a charge back. So that’s us had no tree for the month of December and they were suggesting they could replace a section of it next spring. A real mark of a company is how they respond when things go wrong. They will fight you tooth and nail to keep your money and leave you with faulty goods. Avoid at all costs. Way to go Balsam Hill. What an achievement.”

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Posted 5 years ago

“If I could give 0 stars I would. Worst customer service I have ever dealt with. We ordered a tree over Black Friday after finally taking my husband into getting a fake tree. We received the tree a week later and it was broken. I called customer service and they could care less. They said they couldn’t just send me a new section of the tree that was broken, but had to send a completely new tree. Fine, however they told me it wouldn’t arrive for another week. What!! Are you kidding me. If you actually care about your company you would have expedited the shipping. Instead every customer service rep had an attitude and refused to even look into expediting the shipping. Well, a week has come and gone and STILL no tree. It hasn’t even shipped yet. The one guy I spoke with assured me it would arrive this past Friday... hmmmm. It is now December 15th and we have no tree. I will never order another thing from this company and definitely will tell anyone thinking of purchasing a tree from them to look elsewhere. I will most likely end up cancelling my order.”

Helpful Report

Posted 5 years ago

“Worst Experience EVER! Ordered a tree Dec. 2nd 2 day and it arrived damaged in the box (Section2 would not light). I started a very long exchange process. The customer service was horrible. No one seems to help and their emails all seem auto generated. It is now Dec. 15th and no tree. They actually sent me my replacement ground, even though I paid 2 day. I was getting worried we would have no tree for Christmas and ordered another tree this time overnight. It also arrived damaged in the box! (same section 2 would not light) Customer service person said they would 2 day me out a replacement for this one immediately because of our horrible experience. Sadly they lied.....they did not. They sent us another tree ground with the arrive time Christmas eve. Save yourself the frustration and heartache and don't buy from this company.”

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Posted 5 years ago

“The worst experience ever!!!! I wish i didn't have to give them 1 star. That 1 star is generous... Paid for overnight shipping and it came in damaged and doesn't work. Been waiting for a replacement for a week, and it still is not at our house. Customer service is no help and a complete joke. You are better off getting a tree from anywhere else but Balsam Hill.”

Helpful Report

Posted 5 years ago

“I must say Balsam Hill is a horrible company. I purchased a tree post holiday last year (on sale). It arrived after Christmas, so I stored the tree until this year. As I removed the tape on the box, I noticed there was another layer of tape that had been cut open. once i completed pulling off the outer tape and completely opened the box, I could tell the tree had been returned. The interior packaging was askew and labels had been torn off the tree. I plugged in the bottom half of the tree and only half of the lights worked. I have spoken with 6 different reps and none of them will refund my money without a 20% restocking fee due to the amount of time that has passed. I asked to speak with a supervisor and the rep told me there was no one there would could override the 20% restocking. Keep in mind this was during normal working hour. Shame on Balsam Hill!!!”

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Posted 5 years ago

“We purchased our tree after Christmas in 2014 and used it max twice in the years since. Today I was setting it up and a section of lights will not come on. We called for assistance and was virtually told "oh well, sorry". That is not acceptable!!! We paid allot of money for this tree; which is supposed to last for years. We have not used it every year since purchase (I set it up when our children are coming home for Christmas - which is not often); it has been carefully stored in the box and stored properly where it cannot not be damaged or disturbed when not in use. I am extremely upset. We do not spend money frivolously and we considered this purchase an investment. Obviously your company does not behave in the manor that your advertisements share. This is extremely upsetting!!! I hope to be hearing from you very soon with some good news! Rita LaBruzzo”

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Posted 5 years ago

“My $750 tree SUCKS. Dont buy from this company! They tell you it's a 5 year warranty and when something goes wrong, like it did with my tree they change the wording of the warranty to say it's only on the first branches not on the lights! Terrible customer service! A supervisor hung up on me!”

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Posted 5 years ago

“Ordered a tree on Saturday 30th November 2019 - Tree arrived on Tuesday 3rd December - in a very nice Box. However, it all goes down hill from this point. Tree was the wrong one - no problem just called them up within an hour of taking delivery, was told sorry will send the correct Tree straight out (please print off the UPS delivery stickers and get UPS to collect the incorrect tree). It's now 9 days later and still no Tree - the tracking number provided just says - we haven't received the parcel yet. Trying to talk to someone within Balsam Hill is impossible i have tried several times - you join the queue anywhere between number 6 and number 8 - it always tacks approx 20 minutes to become the "Next" call to be answered .......and then the phone get cut off - nice touch. They will reply eventually to emails, with a " we are very sorry - we are having a slight delay in shipping as we are very busy" - now is it me or would a business that sells Christmas Trees not know they are going to be very busy at Christmas?. So we are now 2 weeks before Christmas with no tree and no idea if we are going to get a tree - not a business who i would recommend to anyone (which is a shame because their products seem very good).”

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Posted 5 years ago

“I ordered my first artificial tree and was extremely disappointed. It looks fake and feels plastic. It wasn't inexpensive and based on the reviews on their website and thinking if I paid more I would get a more realistic looking tree I couldn't believe what I got. I tried to leave a review on their website but wasn't able to which makes me suspicious of their reviews.”

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Posted 5 years ago

“This place is a complete joke! I bought a $700 tree that ended up being defective and after dealing with their USELESS customer service department a replacement was finally ordered. Fast forward 3 weeks later and I still don't have a replacement tree for the holiday - terrible customer service & cheap craftsmanship with a big fat price tag - spend your money elsewhere or you'll regret it!”

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Posted 5 years ago

“I wish I could leave 0 stars. Bad company, they say their trees last forever yet the strands burn out. they say they offer a warranty but when you call they say the trees have a life expectancy and two to three years for a tree is it’s shelf life. False promises; shame on you balsam hill and Ellen.”

Helpful Report

Posted 5 years ago

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

Balsam Hill Reviews