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balsam hill Complaint - Balsam Hill Failed to Send Complete Product Order; sent wrong product, Service Recovery Terrible - Balsam Fir Tree Not Received
balsam hill Complaint

balsam hill Complaint

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Balsam Hill Failed to Send Complete Product Order; sent wrong product, Service Recovery Terrible - Balsam Fir Tree Not Received


I ordered a 7.5 ft.easy plug, color clear lights, balsam fir, box 2 of 2 arrived.

Where was 1 of 2? One box arrived with only sections 1 & 3 & no stand. I phoned customer service 3 X (same day) and spoke with 3 different reps; the first 2 told me I would have to pay $50 if I wanted to return the box, even though they didn't send all of my order. The 3rd person told me I shouldn't be held responsible for paying a return shipping fee.

Tracked the second box; a week later after first box was delivered. Fed Ex finally delivered and it was another tree, 6.5 ft Vermont White Spruce (not Balsam Fir); had nothing to do with my order. Spoke with the rep who told me, he couldn't help me with my decision, but I could order another tree and it would be sent right away, BUT I would have to pay for it (again) and this would be charged to my credit card and the other charge wouldn't be credited for at least 30-days. If he sent in a request to have box 1 of 2 sent, (the rest of my partially received tree) he couldn't guarantee when it would arrive.

Today is Saturday, December 13th; I want my tree up. He claims there is no one in the office today who can help make any other reparations. I weighed all possibilities and decided to ask for two shipping labels and send these boxes back to Balsam Hill , at their expense. What should have been done, is send me the shipping labels, have me call Fed Ex and put these two boxes on my door step for pick-up and expedite an overnight delivery of the tree I ordered to my doorstep and have it here on Monday and not charge me again for something I already purchased and didn't get!!!!!

If I didn't send the boxes back, then charge me.Balsam Hill you lost my business after 7-years and this $756.00 (plus future purchases) over your poor decision making, poor policy, lack of procedure and not having a manager in the office during a busy holiday buying season, who could authorize & make all this work out to both of our advantages and satisfaction.


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Comments


alicehughes says: (4 years ago)
 0
Hi, we sincerely apologize for the issues you encountered with your experience with us. Please send us your Order ID to social@balsamhill.com as we'd like to review the correspondence you had with our customer service team and see how we can help. Thank you.




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