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balsam hill Complaint - Balsam Hill Tree with faulty/wrong lights - christmas tree
balsam hill Complaint

balsam hill Complaint

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Balsam Hill Tree with faulty/wrong lights - christmas tree


We ordered a 9' tree, it's beautiful. It looked great the first year. However the next year we had a burnt(these are the LED lights and aren't supposed to burn out as fast) out section(1of5). I called and talked to customer service, they were very helpful and sent us a replacement. The replacement didn't arrive until just before Christmas, so we just put the new section in storage with the tree after Christmas.
This year we take the tree out of storage and connect the brand new section has the WRONG lights. I continue to check the rest of the sections and I find another section burnt out as well.
I called Customer Service and was asked to take pictures and send them via email. I did, the pictures were very clear and concise as to what the problem was.
I called customer service and confirmed the next day that they did in fact have the pictures and that they were working on it. The response was wait 72 hours(3 work days).
A week later I hadn't heard from anyone from Balsam Hill . I called and was told that they were going to elevate it and they would get back to me.
I called the next day and talked to another agent(after explaining everything again) and he said he would look into it and get back to me later. Much to my surprise he called back and said that they don't have either of the parts in stock and that they would have to make the sections, but that wouldn't happen until this summer some time.
I asked for a replacement tree as this was our second year with a faulty tree, Paying for this much for a tree I expect it to work, especially at Christmas. I was told no.
I called the next day and asked to talk to the supervisor, I got the same response, no parts until the summer. I asked again for a new tree, even offered to send the faulty one back, but no.
This is the second year I have had to but lights to decorate my pre-lit tree, never mind that it has one section of lights that don't match the rest of the tree.
For the price of the tree I would expect a little better customer service, especially during the holiday season, that is what these trees are used for. To not have the parts during your peak season is inexcusable. They surely have the trees for new customers, why not take the two sections out of ones that work and let my family have a complete tree for Christmas.


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