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This is my first consumer review ever written because I feel so strongly about the disappointing, terrible experience I had with Balsam Hill. I decided to splurge and pay a little more than I would have for a comparably sized tree from one of the big box retailers, primarily because of all the self promotion by BH about the "quality" and "difference" of their products.

First, I paid an extra $75 for expedited delivery (offered as an up-charge on BH's site with a "Receive it by . . ." date. We were having company at our house and wanted the tree prior to that date.

The "Receive it by . . ." date gave us a couple extra days to get the tree and set it up. Well, it didn't deliver on time and was actually several days late after our party.

Then, once it did show up, it was clearly packed in a used box and the whole package and its contents seemed to be a tree that had been sold and returned previously (maybe a couple of times based on the condition of the box and packing). I used the Contact link on BH's site to say I would be returning the tree and expected a full refund of the purchase price and the expedited shipping fee. No response. So, a few days later I called Customer Service to tell them I was returning the tree and was put on hold for 40+ minutes.

When I finally spoke to a representative, I was told they wouldn't refund the expedited shipping. This dumbfounded me because I paid a premium based on a specified "receive it by . . ." date, so as between BH who made that representation, or the customer who didn't get the tree on time, why should the customer pay?

It took another 20 minutes or so, and getting the question posed to a manager, to be given verbal assurance the full price and expedited shipping costs would be refunded (less a $25 fee for shipping the return, which was fine). I shipped that sad box back and a week later got notice of my "partial refund" = Price minus $25 return shipping . . .

no refund for failed expedited shipping as it had taken me over an hour to be promised. I wrote back to customer service asking them to please do the right thing and honor the full refund. Big surprise . .

. still no response. Shame on a company holding itself out as being of such quality and allowing a customer to be treated so poorly. I could have understood the poor quality tree and packing--we all have off moments--but I gave them every opportunity to make this right and they chose not to.

That says a lot about a company and their product. Go buy your tree from another source!

Reason of review: Poor customer service.

Monetary Loss: $75.

Preferred solution: Full refund.

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