Balsam Hill - Stuck with a xmas tree that won't stand & doesn't fully light

Posted on Saturday, December 15th, 2007 at 11:45am CST by cc43831e

Product: Balsam Hill Christmas 9' prelit Artificial Tree

Company: Balsam Hill

Location: 50 Woodside Plaza, suite 111
redwood city, ca, 94061, US


Category: Other

I ordered an artificial tree from this company on line. It arrived promptly, however upon opening & trying to assemble the tree on Thursday, we discovered that it did not fit into the stand. I immediately called "customer service" which the web site states is open 24 hours. I spoke with the company rep who after taking all my order info said that she would send an email to "customer service" and they would get back to me within 48 hours. As she admitted, she is merely an order taker & can be of no help in addressing any problems. Upon my response that 48 hours was an unacceptable wait given this 9' tree was sitting in pieces through out my living room & huge boxes sit in my entry way, she said she would do the best that she could but could make no promises. I called 2 times on Friday, but was not allowed to talk with anyone who could actually do anything. Someone from customer service called me at 6 PM on a Friday evening when I was not there, and left a message asking for further information & to call her back, despite the fact that I had already given all the necessary information to all of the prior reps, but it didn't seem to be documented. So I have now spoken to 4 people, yet nothing has been done to rectify the problem. I finally get through on Saturday morning only after getting fairly belligerent. After a barely 2 minute conversation, it is determined I need a bigger stand. However, the stand cannot be shipped on weekends, so the best they can do is to send Monday for a Tuesday arrival. When I object & ask if I can count on the rest of tree working when we do get this stand, she suggested I check the various sections to see if they work before I decide whether to return the tree & assured me that I would be able to get through to her, that she would make sure of it. Well, I have now been waiting on hold 40 minutes so far (& only after I was told that "she isn't in today")to tell her that in addition to one stand, one section does not light properly. I have never dealt with such an unprofessional business in my life. I am sitting in my messy, undecorated house on hold when I should be decorating the tree, baking, cleaning up for our upcoming holiday guests or even shopping, but I am stuck waiting on hold to tell them that this tree is going back, since I have no faith that it will be in working order when the correct, functioning pieces arrive. So now, I have to pack this thing up, ship it back (& wait up to 30 days for a refund) & go out & get a real tree. They obviously have no respect for their customers & no particular concern for quality control of their product.


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