842 views
New Reviewer
2 comments
stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
1.0
Updated by user Dec 01, 2014

Interesting discussion with FedEx office staff in Austin when I dropped off my boxes to return the 9' tree to Balsam Hill. The clerk commented that they have been getting quite a few Balsam Hill returns.

This fact does not inspire confidence in Balsam Hill trees.

On a separate note, for those who are affected by Balsam Hill's very limited return policy, you might want to check out the Good Housekeeping website. Balsam Hill has the "Good Housekeeping seal of approval" posted on its website. Good Housekeeping provides a 2-year-limited replacement or refund if defective policy.

Per Good Housekeeping:

"If any product that bears our limited warranty seal proves to be defective within two years from the date it was first sold to a consumer by an authorized retailer, we, Good Housekeeping, will refund the purchase price or $2,000, whichever is less or, at Good Housekeepingโ€™s sole discretion, repair or replace the product. This policy covers you, the consumer, whether you bought the product or it was given to you (by the buyer). Products that bear the Green Good Housekeeping Seal have been assessed by Good Housekeeping in accordance with Good Housekeepingโ€™s environmental criteria and are also subject to the limited warranty if proven to be defective."

http://www.goodhousekeeping.com/product-reviews/history/about-good-housekeeping-seal

If you believe such a defect exists, write to: Consumer Services & Seal Coordinator, Good Housekeeping Magazine, 300 West 57th Street, New York, NY 10019. Please inform us of any defect as soon as possible.

We will send you a complaint form to return. The form asks you to describe the product and tell where and when it was bought, the price paid, and the problem you had. You will be required to provide a receipt. You may be asked to ship the product to us at our expense."

Another interesting issue is that the company has a A+ rating from Better Business Bureau.

Looking at all the problems and complaints that are posted on the BBB website, that rating seems incorrect. Much of the rating seems to be based on the fact the company has a very limited warranty and it means the consumer is stuck with it. Customers are lured in by the belief that the high prices mean stellar products, great service and no-hassle returns and you don't realize how limited the warranty and return policy are until you have a problem.

Good luck to everyone dealing with this company. You need it.

Original review posted by user Nov 28, 2014

Beware of buying from Balsam Hill. High prices don't mean good customer service. I received a prelit tree from this company on 11/21/14 and tried to set it up on 11/22 and one section would not light because the internal wiring in the trunk was defective.

I was offered 1) a section replaced (who knows how long that will take--see other posts mentioning that replacement sections take months); 2) a replacement tree (with me paying for the return shipping); or 3) return it as long as it gets to them within 30 days after I received it and before Christmas (with me paying the return shipping which I expect to be between $100 and 200).

Here are some things to think about before buying from Balsam Hill.

1) If someone is selling an artificial pre-lit Christmas tree that costs well over $1000, they should check it before they send it to you. (Balsam Hill does not). Very poor quality control.

2) You have to pay the shipping costs to return the Christmas tree. (At least $100) and it's got to get to Balsam Hill before Christmas.

3) If Balsam Hill can't get you a tree that functions when you first receive it, what's the chance it will work next year when you go to set it up. (PS take photos of the problems when you find them or you will have to reset up the tree to send them the photos of the problems).

4) If you buy something from Balsam Hill closer to Christmas and it is not functioning or you find you don't like what you got, you can't get your money back unless you ship it back to them and it gets to them before Christmas.--and remember you have to pay the return shipping.

5) So what if Balsam Hill gives you have a warranty. If it's likely that you will need the warranty (which is the case with Balsam Hill pre-lit trees), all you will get is replacement parts that you have to install when they can get them to you. (Read the posts about people having to wait months for parts and others having to cut broken lights out of the tree and string lights).

6) The Christmas season is too short for you to be able to deal with time delays. Think about getting ready to set up the Christmas tree all your holiday stuff. Do you really have time to wait many extra days. (At minimum, it takes Balsam Hill 3 days to get back to you when you contact them about a warranty problem; and that was for a request submitted before Thanksgiving. Good luck from here on out.)

7) If Balsam Hill had a product in which they really had faith, they would have a no hassle return policy and they would assume the costs for returns of defective products. When a seller takes responsibility for those costs, the seller works much harder to make sure what is being sold is high quality and reliable. If Balsam Hill does not have enough confidence in its product to stand by it, then we as buyers should not buy from them.

Reason of review: Damaged or defective.

Monetary Loss: $300.

Preferred solution: Full refund with no deductions plus the costs of return shipping. .

Balsam Hill Cons: Quality of merchandise and cost, Product or customer service, Customer service, Return policy, Warranty, Lack of quality control, Cost of return shipping.

Location: Austin, Texas

Do You Have Something To Say ?
Write a review

Comments

chat-icon

Please avoid publishing any personal information and promotional content

You will be automatically registered on our site. Username and password will be sent to you via email.
Post Comment
Guest

Indeed, I agree with you. Every time I go to put the tree up (it is only 4 years old) I get ticked!

First year was ok, second year, an entire section did not light (got a replacement a few months after Xmas), third year about half if the lights were burned out, and this year, well, #*+%}, Looks "lovely" with about 30% maximum of the lights lit! Tired if being ticked off every year, this may be its last year here

Guest

We sincerely apologize for the inconvenience you've encountered in regard to our product and customer service. While we strive to create an excellent group of Quality Control, your feedback is vitally important to help us improve our products and services.

Please send us your Order ID via email to social@***.com so we can escalate this to our management team on your behalf. Thank you.

Balsam Hill Reviews

  1. 115 reviews
  2. 75 reviews
  3. 38 reviews
  4. 9 reviews
  5. 9 reviews
Balsam Hill reviews