Balsam Hill Reviews

Name: Balsam Hill
Rating: 1.25

1.3 Rating 490 Reviews

4 %

of reviewers recommend Balsam Hill

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1.3

Based on 490 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 66%
Accurate And Undamaged Orders	Greater than 52%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Returns & Refunds
Returns Process	Could Be Better

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Balsam Hill 1 star review on 1st January 2025

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The tree arrived in November with missing hinges and washers. It took nearly 2 weeks of contact to receive these. We put the tree up on 4 December only to find the top of the tree was almost bare of lights. Huge disappointment given expectations from TV adverts of gorgeous trees and the high cost of ‘perfect’ tree. Contacted on 5 December to ask for replacement tree and asked to send photos. Photos sent on 6 December and since then no response!!! This is appalling and unprofessional but could be tactic for saying too late to return. Rang again today 13 Dec, on phone nearly an hour, and complained. Requested new tree or money back. Offered 5% off! Insulting to say the least. They said they would send immediate email from manager, they couldn’t give any names. Needless to say no email received and doubt there ever will be. Guess there are never any refunds. Looking at reviews now I see how poor they are. My husband bought it as a special treat for me. He now feels devastated as it is so pathetic. Balsam Hill is impossible to get hold of via email and keeps you waiting on the phone for over an hour trying to resolve problems and then do absolutely nothing to resolve them. Next stage will be consumer advice.”

Helpful Report

Posted 2 days ago

“Purchased a Stratford Spruce in November 2021. Not an inexpensive tree. The entire top section just burnt out (all bulbs burned out). Contacted Balsam Hill. The warranty expired (3 years, which I knew) and there is nothing they can do. They are unable to replace a bad section, even if I wanted to purchase it, which I offered.Only option is to spend another $1,100 (sale price) to buy a new tree. Should consumer not expect these trees to last more than 4 years (failed on 5th year)? Customer service rep. was less than helpful and decided to just hang up on me as I was asking about other options. Pretty terrible experience based upon what they ask consumers to pay.”

Helpful Report

Posted 3 days ago

“I’m really disappointed with the Balsam Hill tree I purchased. For the price, I expected far better quality. The tips fall off extremely easily, even when I’m just hanging a light ornament, more tips keep dropping to the floor. This issue was never mentioned in the product description, and I definitely wouldn’t have bought it had I known. I contacted customer service hoping for a proper solution, and all they offered was a 10% refund, which honestly feels insulting considering how overpriced the tree already is. Overall, I’m really unhappy with this purchase and would not recommend it.”

Helpful Report

Posted 4 days ago

“I’m genuinely disappointed with my experience ordering from Balsam Hill UK this Christmas. I placed my order on 2nd December and was given four different delivery dates, none of which were met. Each time I contacted customer service, I received a different explanation — including several assurances that Parcelforce already had my parcel, even though the tracking showed it had never been collected. The delivery date was changed repeatedly (first the 6th, then the 9th, then 10–11th, then 11–12th), and even now the parcel still hasn’t been scanned into the courier network. For a £299 Christmas tree, this level of service just isn’t acceptable, especially for a seasonal item that quickly loses its purpose if it arrives late. Customer service staff were polite, but the information provided was inconsistent and often inaccurate. I was offered a goodwill refund of £60, which I appreciated, but it doesn’t excuse the lack of transparency and repeated misinformation. I still want the tree, but the experience so far has been frustrating, stressful, and far below what I expected from a premium brand. I really hope Balsam Hill improves their communication, accuracy, and delivery processes, especially during the Christmas season.”

Helpful Report

Posted 4 days ago

“Disgusting customer service. Nonexistent communication. Do not respond to online questions and incidentally have no idea what is happening with my Xmas tree order. I will NEVER use this company again. I have not yet received my tree and no contact at all from either Fedex or Balsam Hill.”

Helpful Report

Posted 4 days ago

“An absolute joke of a company. Dont bother wasting your money as they will not help you if you have any issues at all out side of warranty, as our prelit tree packed up just out of warranty and they will not sell replacement plugs to you as none of the ones 3rd party's sell work. To be told by staff to just purchase another tree considering ours was £700 and 4 years old so only been used for about 4 months in total is disgusting.”

Helpful Report

Posted 6 days ago

“WARNING: DO NOT BUY a Balsam Hill tree, most ESPECIALLY do not buy one unless it's in December (they do not make it clear you must return within 30 days, which they should, if they had any corporate conscience). We just opened the one we purchased in May. Size we ordered was per their guide. It is a JOKE regarding size and it sheds like crazy; they will do NOTHING to support customers except send meaningless words of comfort. Hobby Lobby or any home store has far better premium trees at a fraction of the cost. DOES THIS LOOK LIKE IT FITS the room? And that's with it sitting on my printer stand covered with a skirt. Apparently there are groups dedicated to Balsam Hill customer service (or lack of it).”

Balsam Hill 1 star review on 9th December 2025

Helpful Report

Posted 6 days ago

“The truth and Balsam Hill Christmas Trees. 1. They are manufactured in China. The quality control and material of the trees are very poor. 2. The lighting wires are very thin and can break easily when enfolding the branches. 3. The lighting wires are strung very tight and have very little room for stretching. 4. Balsam hills customer service is not very helpful. 5. The Warranty on Christmas Trees is only covers 3 years and excludes certain items. If you have broken light wires within the 3 year warranty, they will send you a new light strand and you will have to restring it yourself. 6. For your money and the quality of the tree, it is not worth the price. 7. Buy a good non lighted artificial tree, not from Balsam Hills, get good quality LED light strands and string them yourself. Good quality LED Light strands are much thicker that what Balsam Hills uses to string their trees. I have a lot of bad experience with Balsam Hill Christmas Trees and I just want to get the truth out there about their product.”

Helpful Report

Posted 6 days ago

“Not a premium quality item and Terrible customer service. My product stopped working after only 1 season (1 month os use) and they won't repair, replace or offer any compensation. Read so many other reviews similar to mine on their posts or on their @balsamhill page on IG. Beware!!!”

Helpful Report

Posted 6 days ago

“Orderd a tree & a wrap around skirt. Had notification that my deliivery would take place on 3rd December. The skirt arrived but no tree. When i tracked the delivery it is marked as delivered. It took a while to actually get a response from customer services who just told me that my tree had been delivered and go look for it. This tree has not been delivered and if you look at the tracking reference the tree is marked delivered but if you look at the small print it says only part consignment delivered. I dont seem able to get further from this so now i just want a refund.”

Helpful Report

Posted 1 week ago

“Lack CS 👎🏻”

Helpful Report

Posted 1 week ago

“Extremely poor quality and customer service. The tree arrived with defects (broken leave right on the top of the tree), customer service refused to refund partially or free return (£15 return fee), they said it’s normal. On the other hand, the tree has quite a few cheaper type of leaves, which makes it look cheap and inconsistent considering the high cost of it. Disappointed - do not buy from them!”

Helpful Report

Posted 1 week ago

“Bad quality product and horrible customer service. Their wreath looks great just on the pictures on their website, in real they looks so cheap. The lights stopped working after a month, I call them, they offer to replace with another wreath, but the other received had the same issue. Then I call back, they offer a return with refund, but after realizing that im not receiving the label I call them back to get told no refund or return possible.”

Helpful Report

Posted 1 week ago

“Poisoned for Christmas - horrific toxic smell caused nausea and headaches Please DO NOT ruin your Christmas and health by going near this company, AVOID AT ALL COSTS, they knowingly shipped a product which has made multiple customers sick for over a year and continue to do so. I purchased a "BH Nordmann Fir Tree", when I opened the box there was an horrific smell, I initially thought it was the packaging so opened windows and continued to assemble and shape the tree for a couple of hours. The smell, which was now clearly coming from the tree itself, became completely overwhelming to the point where I felt like vomiting while in the room, I had to use an inhaler for the first time in 2 years, a couple of hours later I developed a headache, which lasted for over 2 days. It's not the type of smell I would associate with artificial trees (/any plastic type of smell), to me it's a smell of very very strong spices, the others who smelt it did not think it was like spices and said it smelt very toxic. This is not any sort of normal off-gassing which would be expected to cause a certain type of smell from polyethylene products. I cannot come up with the words to describe how utterly overpowering this smell was. I'm not ever sensitive to smells and am not a regular headache sufferer. I have never encountered a reaction like this to any product. The smell also keep intensifying and nobody could enter the room it was in, even the room next door reeked and the smell was so strong it could be smelt upstairs in the house. I reboxed the tree to return it the next day, even while wearing a mask it was utterly noxious and I again was nauseous throughout the reboxing. Nobody could enter the room it was in for 2 days, even with windows open all day. Whatever manufacturing technique Balsam Hill have used clearly involves some hazardous substance. Balsam Hill ignored my emails eventually on the phone their representative asked if the smell was like "plastic or curry", I hadn't mentioned "curry" during our call or email and it did smell somewhat like curry to me (although the others who smelt it said they would not describe it as that as it was too toxic). This query however made me realise that this company was fully aware of the issue before they shipped the tree and after some digging I found that multiple other customers reported the same issue, including illness over a year ago! Balsam Hill continued to ship a product they knew was toxic and causing illness. Balsam Hill initially stated the smell was just from "manufacturing and everything" (a direct quote) later they changed their mind and said it was a "warehouse issue" that it was sitting beside something that smelled, utter lies. The level of toxic smell, the fact that it intensified, even with windows open, indicates it's likely from the manufacturing material itself. The company has refused to provide details of what compound is causing the smell, which has caused nausea and a headache which has not abated in over 2 days, despite my repeated attempts to request these details. They stated it wasn't toxic (how they know this when they state they do not know what the compound is I don't know) and they twice told me that medical treatment wasn't needed, which I found astounding that they could decide a customer did not have a health issue that needed medical attention. The "UK Manager" from Balsam Hill responded to my email with health concerns for me and elderly relative who had also been affected not by providing details of the compound which caused the smell and illness but to offer "15% discount on your next Balsam Hill order"(?!?!), no details of compound, no details of what action they would put in place to ensure nobody else encountered the same issue again. I have no idea what longterm effects this toxin could have, smells of this nature can trigger epilepsy, asthma, migraine etc. Epilepsy and asthma have the potential to cause death, when I tried to explain why this was a serious issue on the phone the manager could not have been less interested. Balsam Hill have still not refunded me, their customer service is a nightmare, none of their promised emails materialized, their courier who eventually picked up the toxic product was seen on CCTV angrily flinging the backing of 5 labels into our garden.”

Helpful Report

Posted 1 week ago

“I’ve had a 7.5 foot flip tree for about 5 or 6 years now. Last year, the top lights wouldn’t light. I got the white and colored lights. I called and asked if there was anything they could do. They said no. I asked if I could buy a new top, they said no. I asked if I could send them the top so that they could restring it, they said no. So, I have 3 choices: I can throw out a tree that is fine for 5 feet and not lighting for 2 feet that I paid over 1k for (and not have a tree b/c of the economy) or I can spend hours and probably days unstringing and restringing the top. Oh, I can throw a separate string of lights on top of the broken ones. Like I have nothing better to do with my time!”

Helpful Report

Posted 1 week ago

“Balsam remotes all operate on same frequency, my neighbors can control our tree and we control theirs. Balsam Hills solution in to wrap receiver in aluminum foil and no one should use remote.”

Helpful Report

Posted 1 week ago

“I ordered a tree from them .I paid 70 dollars for 2 day shipping.The delivery date came and went and I still don’t have a tree,it’s been 7 days .I let them know and they refunded me the 70 dollars.FedEx lost my package ,I have tried calling both balsam hill and FedEx .Balsam hill puts you on hold and never answers the phone.FedEx emailed me asking what the box looks like.If the box was never delivered how in the hell would I know what it looks like.When I tried to email them back it says the email is full .I would never purchase anything from them again.Terrible experience.”

Helpful Report

Posted 2 weeks ago

“I purchased a 10’ flip tree… went with all quality decisions and would pay for that. Then I bought a collar that was supposed to fit that tree. It was well over a $250 collar. Went to use it and it doesn’t fit. I was outside the return or exchange window so they offered me $10 discount for a replacement. $10?! The custom service was awful. THEIR dimensions said that their collar and tree should work together but now it is my problem. So frustrated. I expected more from a premium retailer.”

Helpful Report

Posted 2 weeks ago

“Everything- the tree doesn’t come apart. One section has NEVER come apart from the section below. Locked together and no amount of force could get them apart. Second one screw stripped in the base. So now I have to literally screw into the metal to get the tree stabilized, this year - year 3 - I can’t get it stabilized. Truly a POS. What a waste of money. Yeah the tree looks good - all the other parts literally suck. I wasted my money.”

Helpful Report

Posted 2 weeks ago

“I purchased five Outdoor Cedar Woods Wreaths from Balsam Hill, and three of them stopped working after just one holiday season. For the price, I expected far better durability and support. Instead, Balsam Hill offered nothing but “troubleshooting,” which felt insulting given the obvious product failure. Trying to resolve the issue was exhausting. I spoke with three separate online chat reps. Two simply stopped responding, and the third told me they couldn’t help because the wreaths were past the 30-day warranty. My first phone call ended with a promise that “the back office” would review my case and get back to me, but no one ever followed up. When I finally spoke with a supervisor, they just repeated the 30-day warranty policy and refused to offer any meaningful assistance. For a company that advertises premium quality, both the product and the customer service were a letdown. I won’t be purchasing from Balsam Hill again.”

Helpful Report

Posted 2 weeks ago

Balsam Hill is rated 1.3 based on 490 reviews