Balsam Hill Published Thursday, November 16, 2017 Updated 5 days ago I had no idea the bad reputation this … I had no idea the bad reputation this company had with it's customer service, until I decided to search after my nightmare. I ordered my 9ft flip tree on 10/27/17. On 10/30/17 I received an email informing me the tree shipped and provided shipping numbers. After checking on the tracking numbers daily and noticing no tracking info 4 days later I called, and that is when it began. Dialing option two (for existing order issues) automatically dispatches you to someplace in the Phillippines, which would be fine if they knew what they were doing. They offered no help and kept giving me bad information. They could not explain why there was no tracking info if the tree had been shipped, they said they would ship another tree under the same tracking no (never knew that was possible). A tree arrived on Nov 9th damaged. I reached out to the Phillipines asking if they can send the top tip of the tree since the plug that plugs into the main body of the tree was cracked. They told me they would have to replace the whole tree and to donate mine to a non-profit and get a receipt that they would send me an email with further instructions. Called our church to inquire if they were interested in a tree and once they accepted I asked them if they could please wait until I get further instructions. When I didn't receive an email 3 days later I called again. The U.S. person that answered told me they had given me wrong information, they were going to send me a prepaid Fedex label to return the tree and they could not replace the tip or the tree since both were out of stock (tree was in stock online) and they would give me a refund , I was made to feel like a nuisance and someone they couldn't be bothered with. I have yet to call my church out of pure embarrassment to give them the news they will not be getting a tree. When I didn't get the shipping label for the tree I called again. They told me wait another 24 hrs and call back if I didn't get anything (which was the on going theme wait another 24 hrs and call back) and that my replacement tree had shipped. (wait what ??!!), but I had no email or tracking so I didn't get my hopes up. Today the company that delivered the damaged tree reached out to me to make arrangements for the pick up the damaged tree (so much for waiting for the email for the prepaid Fedex labels once again bad info) So I called inquiring about the replacement tree again and given wrong info again. They sent me on a wild goose chase calling My Seko Shipping company with phony UPC numbers. When I called they told me they haven't worked with Balsam in 2 years, of course they haven't. I called back and was told "lady your tree is set to ship and arrive by Thanksgiving, no we don't have tracking info yet. If you don't get it by Thanksgiving we will give you a refund, that's all we can tell you it's not like I can go to UPS and get the tree for you.". Where was the accountability!!? or the attempt to rectify the horrible mistake they have made in the hopes of reinstating the customer's faith that they put behind their brand?. For a tree with a price tag of $2,000 it's completely unacceptable that this is the kind of customer service they give their customers. I don't understand how they are still in business. The caliber of service and the treatment I was given and made to feel is not one that equates with a reputable company that sells a quality product, it's more like a company that cons and swindles people out their holiday cheer and money. This truly has been a complete nightmare that has ruined my holiday and left me without a tree. A one star rating is too good for them. I shared my story in the hopes to save someone the heartache and headache. Update : 11/22/17 After 6 days of receiving an apologetic reply from the company along with a promised of expedited shipping I decided to call in and check on the status. The first person told me the tree has shipped but they have no tracking number to provide me with, but to wait for a call from a delivery company that should happen "very soon". I decided to call 6 hours later today to ensure the information was the same and I was told that the replacement tree was denied they are so sorry I was misinformed. I just can't with this service. It has been horrible, it has definitely ruined my Thanksgiving and Christmas as I sit here and write and realizing I don't have a tree. Again I share this experience to warn anyone to avoid the headache and heartache I am going through. Update: I felt like I finally got someone on the phone on Wednesday the 22nd when I tried calling once more and got a hold of Wanda from leadership who promised she was going to personally handle my case "locate this tree and where it is on route" and call me back. That I was done talking to anyone else because she is going to take care of it personally and call me back on Friday the 24th. You guessed no call. On Saturday the 25th I tried to reach out 3 times was told they can't transfer but they can certainly leave a message for her to call back. Today the 26th I called and I was told by Elaine today was the day they were going to resolve my case. I was on hold for 1 hour. Somewhere in between the talking and holding talking and holding somewhere it was mentioned to me that they have to confirm receipt of the damage tree (I am not sure if I am more appalled or offended) and they are looking through my case to find a resolution. It's beginning to sound more and more like I have been waiting for a tree that was never shipped, perhaps I was in a bit of denial or insanely optimistic that this company would redeem itself. After being placed on hold for an hour , I was finally told that my case would have to be handled by their "leadership" dept and they would have to call me back I finally reached my breaking point. I am putting myself out of my own misery and get my refund and try to salvage what's left of this ruined holiday. Balsam Hill you should either be sued or be out of business for the unacceptable way your run your company and treat your customers.