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We were looking to replace a 16 year old incandescent Christmas tree with an up-to-date LED type. Our extensive research pointed to Balsam Hill to order our new tree.

What a mistake. The first tree arrived before Thanksgiving damaged. The bottom of one of the sections was destroyed in shipping and when we called customer service to explain how we thought the damage occurred, they sent a replacement section packed the same way in too small a box and this was also damaged for which we sent pictures to the company showing the problem. It is now almost the second week of December and was sent a delayed notification that there are no more trees in stock.

The time wasted from talking to customer service and being placed on hold, transferred to different departments, telling me to call shipping the next day to tell them how to ship the product, etc was frustrating to say the least. It has been three weeks since the time of the initial order until today and our family still doesn't have a tree up for Christmas which has been terribly disappointing to my children/family. While many things might be okay to order from this company, a tree is NOT one of them and this experience has been so bad that I don't think we would ever order anything from them again considering our experience from this, their repeating the same mistake, and the less than ideal experience with some of their customer service reps. I rarely write reviews but feel compelled to when I either A) receive great service (5 stars) or B) have a terrible experience (one star) like this.

We do lots of online ordering each year and know problems can occur. When you order from a supposedly reputable place, especially one specializing in holiday decor, one would think that they would know how to ship and/or be able to track their inventory when one is out-of-stock and not wait almost a week to tell a customer this information, especially around Christmas. I think I was most disappointed during the customer service aspect because some of their agents really sounds like they could care less about the problem we had because they were either short staffed (which would explain the long wait time) or they are underpaid and don't give a rip about the customer.

Most disappointing. I am waiting to see how long a refund will take to process as the last interaction I just had today, I was told to await a call in the future to start the refund process...yeah, right.

Product or Service Mentioned: Balsam Hill Fraser Fir Christmas Tree.

Reason of review: Bad quality.

Monetary Loss: $1.

Preferred solution: Full refund.

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