Balsam Hill

BUYER BEWARE. This company has extremely poor customer service. A 30-day return policy on holiday-specific merchandise. If you order before the holidays, be sure you open and assemble in full. Returns after 30 days of purchase will NOT be considered. Lesson learned Mr Harman.

I got scammed by the Balsam Hill company. I bought a tree on sale for $1800.00 and less than a year later, most of the lights went out. They gave me a very hard time about replacing it and even suggested that I go to Home Depot and buy more lights to put on there. Finally I got them to replace it but they wanted the original tree back. My poor husband and I had to wrestle a 9 ft tree into 2 refrigerator boxes and return. They then sent me a replacement tree that was $300.00 cheaper because mine was out of stock. The new tree lights lasted 1 year again! That time when I called they said “we don’t warranty replacements.” So in other words, they replaced my defective tree, with another defective tree. Their customer service is horrible. I would never buy anything from them again. We thought we were investing in a tree to last for many years. Not the case. This year we are going to cut all of the lights off and restring. We have to try to get our moneys worth. For 2 older people, this is very difficult work. Very sad that they do not stand behind their products. #balsamhill

Terrible customer service!! Four years ago, we purchased a beautiful 7.5 Douglas Fur pre-lit Christmas tree. At the time, we purposely spent a little extra ($950.00) to get a tree that would be meant to last. This tree was advertised as one of their exclusives-calling it, "highly realistic artificial true tree technology system (remote operated)". It was advertised as easy to install and maintain. The tree included storage bags for each section and we stored it as directed per the manual. The tree came with a standard three-year warranty-no option to purchase a longer warranty. This year, the lights for three out of the four sections stopped working. We used the enclosed troubleshooting manual to guide us in trying to repair the tree. None of the troubleshooting suggestions worked. We contacted Balsam Hill several times but they failed to assist us. After escalating this matter to the management staff, they offered to send us two sets of free lights, which would not even fix one section of the tree. We offered to purchase an extended warranty (was not offered at the time of purchase but is offered now) to get the tree working for this Christmas. Balsam Hill would not work with us. They suggested that we restring the tree with all new lights from a big box store. After spending a considerable amount of money, that response was unacceptable. Ultimately, they referred us to the "loyalty" department. That department basically told us our case was denied because we refused to accept the two free sets of lights which were initially offered. We have purchased several products from this company and the products have all been of great quality. It is unfortunate that a successful company would prefer to lose a loyal costumer over a tree which most likely has a large profit margin. We will no longer be using Balsam Hill for our holiday products. Balsam Hill’s costumer service is subpar. Please do your research before you consider making a purchase from this company. Extremely disappointing!!

I am so upset. I ordered a brand new tree. Spent 900. Just put it up. Lights out in each section. I called the 800 number. They said I could not have one before our party this weekend. They offered no help, no compensation, no empathy. I am just furious. When I asked for the corporate office, Felix, the supervisor said she could not give out names or phone numbers or addresses. She is now allowed to offer any compensation. How will Thomas Harman, the founder, ever learn about customer service breakdowns. I am so upset. No one to help me. No one to talk to.

Quelle déception d'avoir passé une commande sur un site qui prône l'excellence de ses produits ! Balsa Hill promet de livrer en 5-7 jours ouvrés puis s'excuse pour le retard en indiquant que la commande est désormais livrée... Lorsque nous rentrons à la maison, quelle déception de voir que notre sapin n'est toujours pas arrivé ! Quel culot de nous certifier par email que tout est en ordre alors que nous avons rien reçu ! De plus, après une 2e de vraie fausse tentative de livraison de notre Sapin, nous sommes le 20 décembre, et nous n'avons toujours pas reçu notre sapin ! La commande a eu lieu il y a un mois ! Balsam Hill a donc ruiné notre période de fête en ne respectant pas ses engagements, mais EN PLUS, en mentant ouvertement à ses clients pour une vrai fausse livraison écrit par email ! Surréaliste !!! Avant d'annoncer de très belle chose sur votre site, essayez au moins de les tester avant ! Vous avez en tout cas réussi à ruiner la période de Noël d'une famille, BRAVO !

POOREST CUSTOMER SERVICE I HAVE EVER EXPERIENCED Purchased a 7' prelit fir last January after Christmas. Didn't open the box, just put it in the attic. I just opened it day after Thanksgiving and, without ever removing it from the box, find that I mistakenly ordered colored lights instead of white. I immediately got on the chat line. I admitted my mistake and ask about returning and exchanging. The answer was NO because it was outside of 30 days after receipt. I ask to speak with a manager and they disconnected me. I called customer service and spoke with a representative and then with Phillip, a "Member of the Leadership Team". I explained and even offered to pay return shipping. He quoted the "policy" to me and again refused to work with me. He would not transfer me to the person who is able to waive policy. (There is always someone). Their refusal to work with me when I am offering to pay the shipping speaks volumes about this company.

Utter disappointment in product and customer service. After months and months of shopping, I ordered a tree based on the online photo. The skimpy, pathetic tree looked nothing like the online photo, no matter how much I worked it. Customer service was rude and kept telling me I must not have worked hard enough - directed me to the online directions, directions in box, YouTube video about how to "fluff" the tree, even insisted a service rep call to talk me through how to "fluff" the tree so it would resemble the online photo. There simply weren't enough branches to make it full like the online photo. I spent 2.5 hours online with three reps before finally getting them to relent and give me a full refund (usually they deduct $25 for return shipping). Would never recommend this company. Their catalogues and website look fantastic, but as you can see from my photo, their products are average at best. Shoddy treatment on top of shoddy product.

Very dissapointed in our experience with Balsam Hill. Ordered a tree and stand together via the web site. When the order arrived they were not compatible. The site said stand said that stand was compativle with most trees. However, if you click on the small print, the last line states that our tree is not compatible so we take some responsibility. When we called, customer service confirmed they had requested they flag incompatible products at time of order. However, Balsam Hill was not willing to do anything to address this issue. We were willing to pay more for a compatible tree, but asked that they helped covered rush shipping charges to ensure the tree arrived in time for our holiday event. They were not willing to do this. Furthermore, they were not even willing to help cover cost of returning what we ordered! So, we are stuck with an incompativle tree and stand unless we pay for return shipping! This in spite of the company agreeing that it needs to be easiter to determine compatibility at time of order.

Very disappointed with the product and customer service. After much research I chose a Balsam Hills tree because of its realistic look and the warranty on the lights. Assembly instructions were poor. Wiring was a mess and the connections complicated. Numerous lights were burnt out by the second season, half of the lights gone by the third season and in our fourth year we had to string our own lights onto the branches. The company's only response has been to refer me to their technical department for "trouble shooting" tips - not helpful.

I had the privilege of using a Balsam Hill tree for a holiday decorating blog hop and I was blown away by the quality. Everything from how it is packaged to the realistic needles. I had people ask me over and over when they came to our home if the tree was real...what better compliment can you get than that! We really loved that you could turn the lights off and on with the foot peddle. They have really thought of everything! Balsam Hill will be the first artificial tree company I go to the next time I need a tree.

I put up my Shasta Fir this past Christmas and I just Love it! The branches are so realistic and are very pliable so you can get the look you want! Everyone who saw it was in shock that it was a fake tree, even one of my friends whose family run a Christmas Tree Farm! One of my favorite features was that there are no cords to deal with, you just put the different tiers into the pole and it automatically plugs it in for you! Pretty awesome! I also love that there is a button you can press with your foot to turn it on and off so you don't have to climb under the tree to find your outlet, it's just a click of a button! My tree is pre lit and I was very happy with the placement of the bulbs, some trees look very flat with the lights only at the tip, but these lights added dimension to the tree! I am very happy with my tree and would recommend it to anyone!

Our Balsam Hill Scotch Pine was so full and realistic looking. I added a few pine scent sticks and you would never know it was artificial until you were close up. Installation was rather easy and the 2 pairs of gloves provided helped protect our hands. I'm a lover of lights! This tree was packed full of beautiful baby pine cone shaped lights. We decorated it in a coastal theme and it was our most lovely tree yet!