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Balsam Hill Reviews

1.3 Rating 421 Reviews

4 %

of reviewers recommend Balsam Hill

Company Reviews

1.3

Based on 421 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 4 star review on 22nd December 2023

Balsam Hill 1 star review on 28th August 2023

Balsam Hill 1 star review on 28th August 2023

Balsam Hill 1 star review on 17th February 2023

Mary Beth O'Brien

Balsam Hill 1 star review on 23rd December 2022

Balsam Hill 1 star review on 23rd December 2022

Balsam Hill 1 star review on 23rd December 2022

16

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The same shipping issue that you see being posted recently happened to me. I had to fight to get my refund as they continued to try claiming the tree had shipped even though there was never a received scan for a week. I had to file a Paypal claim to get my $ back to try again. I figured they over-sold the tree and didn't want to admit it or refund my money for their error. The review below regarding the email stating the tree was out of stock after waiting confirms it. I am a US customer ordering from the US. That excuse of "shipping over borders" will not fly. They were literally holding people's money and Christmas hostage. LOL. Unbelievable. Its all very strange because I have ordered from them before - twice I got my trees without problem and the third I recieved a crooked tree. The refund process was smooth then. If they were honest and told customers the delay and actual issue many probably would have waited. Instead they drive customers away with this avoidance and refusal of a refund. Something terrible has happened to them and they need to revisit their approach to business and customers. I had wondered if this was just my luck, but I see its happened to many people.”

Posted 2 years ago

“So my wife and I purchased a beautiful balsam tree about 3 years ago and we spent a pretty penny on it. We bought it because of the warranty and how realistic the tree looked. This year the bulbs did not light up on the base unit. I called the customer service and they told me that the warranty is only 3 years and they can't help me out. I said I thought there was a 10-year warranty and they said the tenure warranties only on the treat itself it's not on anything with the lights. That's very discouraging I will never ever purchase anything from them again!”

Posted 2 years ago

“Purchased our tree in 2016. Last year the top third color lights did not work unless the"all lights" button was on. Customer service was trying to be helpful, but we never got it to work properly. After awhile they just ignored us. This year, 2021, the middle third is not working properly. We have tested the fuses and the lights to no avail. They offered to send a strand of lights this year, have still not received them. I had posted a complaint on Instagram. We have not spoken to anyone this year. $800.00 is an outrageous amount to pay for a tree that only lasts three years. I would never buy another tree from them. "You get what you pay for," does not apply to Balsam!”

Posted 2 years ago

“Appalling customer service. I have been told different things from every single person I have spoken to. Very disappointing considering the price. Will never order anything again.”

Posted 2 years ago

“Absolute garbage! Never worked properly. Supposed to stay lit if a bulb is out bs ! Have one strand on entire tree that works and I paid like 800.00 for this junk ! Stay away ! Useless customer service sent me a strand of lights and a few bulbs told me figure it out assholes !”

Posted 2 years ago

“Purchased a Balsam Hill tree in 2017 ($1,000+ for 9 ft. Frasier "flip" Tree). It worked beautifully for 3 years. On the fourth year, several strands didn't work once the tree was set up. The tree is just past their warranty. They don't offer matching lights. None of their 'troubleshooting' tips addressed the issue. Their final suggestion: cut off all the existing lights and completely rewire the tree. What an incredible waste of money, but (more importantly) time. Never again. Will discourage anyone from purchasing from this company.”

Posted 2 years ago

“The trees are very life-like but the lights suck. This is my 2nd balsam hill tree - purchased 2 years ago. An entire strand of clear lights are out. We replaced ALL of the master bulbs and fuses but no luck. We found that the unlit strand has 2 master bulbs. Tons of bulbs out in other sections. After 5 hours and 6 phone calls getting conflicting info I’m told we are getting a new tree. Waiting for a phone call from their warranty area - I’m skeptical. Not sure I would buy another balsam hill tree but if I do I’m not wasting my $$ on a prelit tree. I’ll string the lights myself. I also bought some cute hanging jack-o-lanterns with solar powered fairy lights a year ago - the seal around the solar pack is faulty and every time it rained water got into the battery area - unknown to us until this year when the lights didn’t work. Removed the cover to the battery area and the connections are all rusted. Nothing works. Obviously a design flaw but BH won’t do anything about it. Lesson learned. - stay away from their lights. The only reason why I gave 2 stars for customer service is because the last agent we spoke to was very helpful.”

Posted 2 years ago

“The tree’s aesthetics are great. Unfortunately, the electrical is pathetic. Light sections started failing year one when one strand failed. I wasn’t concerned about it until the next year when a forth of the tree was out. I was sent several strands of lights. By year 4 , one month out of warranty all but one strand was out and when trying to replace the master bulbs the bulb would flash and burn out indicating a short. Customer service was no help. It seems to me that when you have numerous people stating the same problem you might want to correct it. We had a frontgate tree for at least 15 years and never lost a light, I wish we had kept it.”

Posted 2 years ago

“Horrible customer service. Only received half of the tree I ordered and they cannot find the other box. They won’t replace the tree with the same one since it’s sold out. One supervisor said they would replace with a similar tree and another said they would not replace (actually she flat out told me they were busy and didn’t have anymore trees). All they could offer was to pay for the shipping of the tree back to the company. Never mind, the box is super heavy and I have a bad back from working as a nurse. The supervisor, named Amy, said I had to figure out how to ship it back and they would only offer the labels. This is not the first time Balsam Hill has dropped the ball before Christmas. Two years ago, after decorating a different brand new balsam tree, the lights stopped working. Again, they would not replace it or offer a similar replacement. Customer service just said they were sorry and made no attempts to replace with a similar tree.”

Posted 2 years ago

“We ordered a tree for the kids Christmas and got an email on Nov 23rd confirming the tree was shipped. Check the status on Nov 30th at 5pm after my husband became concerned. Called Balsam Hill, the agent could explain why the shipment was not showing any movements since the label was created. He asked me to call Fedex, I did and was told the label was created but the package was never shipped. Called Balsam Hill a second time to speak with someone regarding finding, and expediting my shipment because I paid almost $100CA for delivery. And the kids really want to decorate their tree. Order #H019009884 Spoke to the nastiest agent, He was very rude and dismissive about our concerns. Asking why am I calling the USA? You are from Canada. Why are you calling us? That was his very first question. As if I was lost! I informed him I paid for the shipment in USD and the tracking number confirmed what Fedex told me the shipment 514409910728642 was in Indianapolis, IN US and was never sent out. I asked to speak with someone else who could help me save Christmas for the kids. The agent refused and started telling me how shipping across the border works and he is not in the shipping industry. I will be going online and reviewing your company. The level of nonprofessional and lack of empathy is alarming. You are to be sending Christmas cheers and making the lives of people brighter, not becoming grinch and taking away the joy of Christmas especially for my very sick twin babies.”

Posted 2 years ago

“My correspondence with this company should tell you enough but in addition to this I was told by two different people on the phone my order had shipped and left their warehouse. One of them finally admitted in the phone that he the order had not in fact shipped. Balsam Hill Customer Service To: Hi David, Thank you for contacting Balsam Hill. We greatly appreciate your recent purchase with us and that you have chosen our products to celebrate this beautiful holiday season. We understand that you wanted to follow up on your order status. Upon checking, your order has been shipped and details on its movement will be available once the package arrives at the FedEx facility. Tracking numbers may take up to 48 hours to display movement after the label has been created. For our Standard Shipping, those orders placed after 12pm ET will ship within 2 business days and items typically take 3-7 business days to arrive. To know more about our shipping and orders, you may visit this link. You can also track your order status through this link using your order number and email address. We hope for your continued patience and understanding on this matter. Sincerely, Ma.Manilyn Show original message Please refer to Case Number 01209035 when contacting Customer Service ds….,,,@yahoo.com To:Balsam Hill Customer Service Wed, Dec 1 at 6:11 PM Do you use a separate shipping service to send it to Fedex because if not the fedex tracking whould at least show it has left your facility. Right now it is just showing ready to ship. I ship with fed ex quite frequently and the status updates for every single step. Sent from my iPhone Show original message ds…@yahoo.com To:Balsam Hill Customer Service Wed, Dec 1 at 7:13 PM I have been following the tracking on fedex. Fed ex is only showing that a label was created. My concern is that this shipment has never even left your facility. If it did fed ex would show that it has. Can you confirm this has left your facilty and is in route. If so please provide a screen shot of the fed ex shipping status because when i go on fed ex it just shows a label was created with no movement whatsover. Sent from my iPhone Show original message Balsam Hill Customer Service To:ds…,,@yahoo.com Wed, Dec 1 at 7:26 PM Hi David, Thank you for getting back to us. We appreciate you for making us be part of your holidays and we understand your concern on your order H019235879 still showing no movement when tracked. We apologize for the confusion on our previous email saying your order will be arriving today. Unfortunately, our warehouses weren't fully operational and our shipping partner FedEx were on modified service hours since the weekend causing some delays. Know that your package may not show movement for a couple of days as the ground deliveries are resuming. Rest assured that we are working closely with our partners to deliver your package as soon as possible. Your patience and understanding is greatly appreciated. Sincerely, Angel John Show original message Hi David, We hope this email finds you well. ? We wanted to let you know that the 7.5' Mariana Spruce with Clear LED Light you ordered has been in high demand and is now out of stock. While we do our absolute best to keep inventory levels up-to-date, it can happen on occasion that an item sells out before we have the chance to update the inventory on our website. We know that this is a frustrating situation and sincerely apologize for any inconvenience this may cause. ? A refund of $637.94 for this unfulfilled item was issued to your original form of payment on December 1, 2021 with the transaction ID 5gaq83jc. Please note that it can take up to 30 days for you to see the credit on your financial statement. We thank you for understanding and please feel free to browse our website again for an alternative product.”

Posted 2 years ago

“I’ve had a Balsam Hill tree since 2013. For the last 3 years, the lights have been more and more unpredictable to get going. This year we had significant sections of lights that wouldn’t light up so I ordered a new tree. Within a few hours we were able to manipulate the boughs and got most lights working. I called to cancel (within about 2 hours) and was told my order was cancelled. Three days later I got notice that the tree was being shipped, but probably delayed. When I called again to remind them the order was cancelled, they said I’d have to pay $50 for the return. Not fair.”

Posted 2 years ago

“Purchased a 7-1/2 Stratford Spruce this past October & paid $699. Normally I would have waited to purchase a Christmas tree closer to the holiday but due to supply chain shortages I placed the order earlier to be certain we could get this particular tree on time. Then after their 14 day lower price match policy they reduced the price by $200 to $499 and instead of working with me they offered no credit for the difference! I would have even accepted a store credit towards a purchase of additional items! To make matters worse, the stand was defective! They entered a new replacement order for the stand and then sent me an email update that some parts would not be delivered until September 2022! I ended up temporarily fixing the problem myself and then they sent me another update apologizing for the back order issue and the parts would now be delivered mid December! Never again will I order anything from this company again! You may have kept the $200 BH, but you lost allot more potential business from me as a potential life time customer versus your decision to turn me into a first and last time customer!”

Posted 2 years ago

“Purchased a $600 plus pre lit tree four years ago. Tree had option of multi color or clear lights or both. First year it took hours on phone with customer service to get the remote to work. Third year the multi color lights wouldn’t work. Called customer service which only wanted to sell me new string of lights. Tree was out of warranty. This year couldn’t any of the lights to work. Tried everything. Replaced fuses checked for broken/missing lights. Nothing worked. Finally I ran an extension cord up through the tree and individually plugged each strand of lights in each section to the extension cord. Never could get clear lights on bottom third of tree to light. Tree is not worth the hours of aggravation.”

Posted 2 years ago

“I have the same problem Ingrid did. Our tree was beautiful, prelit tree. Packed it up after first christmas, stored in climate controlled environment. Took it out next year and one section on the lower part of the tree did not light. Called customer service. They said all they could do was send a new set of lights for that section, because they didn't have that tree in stock right now. They said they might be able to send a new section later. I never heard from and just made do, putting the new lights over the old ones. If you have never "unstrung" a prelit Christmas tree, I would invite you to do so. Because the lights are clamped to and wrapped around the branches, it literally takes FOREVER AND DAMAGES YOUR EXPENSIVE TREE. So, because I'm use to the world being imperfect, I have kept making do with this for Christmas 2018, 2019 and 2020 and would have kept doing so, but when we set the tree up this year, guess what? That's right, there are now numerous areas of the tree not lit up. I have traced the wires, as I did before, and discovered that it is clearly a wiring problem, not a fuse problem, the sections that aren't lit up trace back to sections where the lights work, with no fuse in between. Called customer service. They at no point even attempted to suggest that I could fix this problem or tried to trouble shoot it, which clearly implies that they are aware of this problem being a defect. I'm pretty sure they knew it when I called in 2018. I've now been told that because it is out of warranty, they can't do anything but they MIGHT be able to send me 5 new strands of lights, IF a supervisor approves it, AND that IF I had called last year, they could have done something. SO now I have a very expensive tree that is half lit. AND I get to choose between giving it to Goodwill and buying another OR restringing the whole tree. And oh yes, I also can't decorate my tree. I really was silly enough to think that this company would treat me right because I was paying so much for their product. I have purchased several products from them, but no more. Have recommended their trees, but won't again.”

Posted 2 years ago

“Overall experience with Balsam Hill Has been very poor. I would strongly recommend against purchasing a Christmas tree from them. We purchased a tree five years ago - a 9ft Tree for which we paid $900. After three seasons we began to have trouble with various lighting sections that would not turn on. We called customer service to see if they would offer any help and were told that the tree was out of warranty. There was nothing they would do about it - we were on our own. Over the past two years we have had to cut out hundreds of defective lights, as a last resort after spending hours trying to troubleshoot the problem. This year we had to remove so many lights that we needed to purchase 400 additional lights for the tree. While the tree is visually attractive the problems with the product itself, and the company’s customer service, more than negates that benefit. We will never purchase a Balsam Hill product again and will do everything possible to let others know what an inferior company it is, through reviews such as this and by all other means possible. In my mind Balsam Hill is all flash and not substance. By way of contrast, our two daughters each purchased trees from Costco around the same time and have had no problems. Moreover, if they do experience any issues in the future, Costco’s customer service will no doubt be far more responsive.”

Posted 2 years ago

“After two years, extremely disappointed with my very expensive Balsam Hill tree. In addition I had recommended to family and friends and they all feel the same. Same your money and buy a tree for less at Home Depot or Costco. After two years, the majority of the lights would not work. After calling Balsam Customer Service several times, (I had the tree for 2 years at this time) all they could do for me, was suggest I watch their videos or tell me to change fuses. After three years when all the lights would not work, and I called CS several times, they informed me the tree is out of warranty since 3 years old but they sent me three sets of lights having 300 mini lights on each string. Balsam should have replaced the tree after two years? Why after spending $600, would I want to add lights?? Not an easy task wrapping around a string of 300 lights on top of the broken lights. Long story short, after being told this tree would last 10 years, didn't last two years. I've added lights, for last few years. However after this year the tree will be trashed. Balsam Hill deserves zero star for quality of tree and customer service help.”

Posted 2 years ago

“Poor quality, hazardous lights and very poor customer service. Our tree is 2 years old and every year we have ro replace 500+ of the 1500 bulbs. It failed out of the box when purchased new. Please don't waste your money.”

Posted 2 years ago

“I bought a Christmas tree from them last year, half the tree was lost in shipping, sent new 1/2 of a tree, they don't match!! STILL trying to get a tree, they MIGHT have it by Christmas this year🤬🤬🤬🤬🤬they won't pick up this brand new one & even give me credit for a new tree!! This one is brand new!! I spent $1200 on it!!! And have nothing, but frustrations!!!!”

Posted 2 years ago

“We purchased a 10 foot Aspen Fir flip Tree and were so excited to receive it in a timely manner. We paid up for the flip tree (3999.00) because of its seemingly easy assembly. All of our five children plus two finances and other extended family members were home for Thanksgiving and our annual tree decorating. Unfortunately the tree is faulty and the middle and top parts do not fit firmly into the base plus they swivel and twist - because of that the whole tree leans to one side. The disappointment is beyond upsetting especially after waiting through pandemic times to gather as a family with plans of decorating our tree together this year. After three calls to Balsam Hill the only work around they can offer us is to send another tree - who knows when it will get here and now we will have to assemble and decorate it ourselves. Who is to say the second tree won't be as faulty if not more - Not to mention it won't be able to be done before our dinner party in 6 days. Merry Christmas Balsam Hill - $3999.00 is a lot to pay and receive faulty and broken merchandise. The hassle of sending it back, boxing it up and all is also a huge bummer. I gave Balsam Hill once start but that's because I couldn't give them zero stars. Do yourself a favor and buy from a different more reliable company. Balm Hill is a waste of hard earned money.”

Posted 2 years ago

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Balsam Hill is rated 1.3 based on 421 reviews