Balsam Hill Outlet — Attraction in Burlingame

"Buyer beware, Balsam Hill doesn't care."

We were completely let down by Balsam Hill's quality and service. Their customer service representatives are unwilling to fix mistakes the company makes. We ordered a tree thinking it would hold up to the quality Balsam Hill claims, and it came with two types of lights on it. It was awful looking! I spent over three hours on the phone/chat begging Jeremiah from customer service to please expedite the shipping of my replacement tree as I had a Christmas party this weekend. He insisted that since we chose free standard shipping the first time, that we could not have the replacement sent with faster shipping. After hours of talking, he only offered to throw in some scented ornaments... I would have much preferred that he help me out with the shipping or at least sympathize with my dilemma. I asked if I could speak with someone above him and he said no. Balsam Hill has now ruined our Christmas party and wouldn't even ship the tree faster for us to get it in time. Unacceptable. I have never worked with a company that would not expedite the shipping of replacement parts when it was completely their fault. Yes, I paid standard shipping, but that was because I could wait 3-4 days the first time. Now I have no tree and company coming... I need the tree now. What an inconvenience to me. This guarantee is directly from their website:

"For foliage and lighting issues, we will work with you to find the quickest and easiest solution and are pleased to send a replacement of any damaged or malfunctioning part. If a replacement part is available, an order for it will be immediately placed for arrival within 3 business days."

I can tell you this process has not been "quick" or "easy". We checked with the representative and replacement parts were available, so I would love for Balsam Hill to explain why they cannot stand by their guarantee stated above and send me replacement parts to arrive WITHIN 3 BUSINESS DAYS. I cannot do business with a company that does not stand by their word and you shouldn't either. The tree is not worth the troubles ensued.

If you cannot stand by your guarantees as a company, then I suggest you remove this language from your website.

The day after this incident, I called customer service again and the supervisor I spoke to told me they could have upgraded my shipping since they had inconvenienced me, but unfortunately it was to late to change the order because it was already being processed.

In the meantime, we are still waiting for confirmation of shipment of our replacement tree... unless something happens to convince me otherwise, this is my last Balsam Hill purchase. Buyer...

Dealing with this company trying to get a defective section on a $2,300 tree fixed or replaced has been the absolute worst consumer experience I've EVER had! I've been lied to, told a replacement tree, then replacement section would be delivered to my home within days multiple times, and now, weeks and weeks later, still nothing! The latest is they want me to pay $500 to the shipping company to have the replacement delivered, because I live on a rural property and they say they can't drive into my driveway!! Despite the fact the first tree was delivered to my front porch by the original shipping company at no additional cost. I've had a dozen calls with Balsam Hill, most of which they conveniently have no record of ..... and now they’ve said maybe they can send me a replacement section in the fall of next year! AND their warranty goes to great lengths to say they change their products often and they aren’t responsible for (won’t warranty) products changed or no longer carried. They go on to say that if you need replacement/repair parts, you are responsible for all of the production costs..... The most inept, and appears to be unethical company I've done business with. Predicated on my experience, I would NEVER recommend anyone buy anything from Balsam Hill. Update: Because I have a defective tree that’s not functioning properly and Balsam Hill is refusing to deliver a replacement unless I pay an outrageous fee of several hundred dollars, I gave them advanced warning that I planned to, and now have disputed their invoice with my credit card company. I have just now received a voicemail from them saying because I have turned this matter over to my credit card company, they will not provide a replacement tree and they will not provide a refund. Is this a company you want to do...

Bought one of the flip trees with muti and white led lights a couple weeks before Christmas. Close to $1k on sale. Tree arrived promptly and my wife noticed a piece from a branch was off. Got a zip tie and attached it to the tree. Noticed some needles on the floor. She connects the cables, hits the remote for the multi lights and the white turn on. Click on white and get multi. She calls customer service and is told to switch the connections for the lights and as far as the piece that fell off, nothing he could do. She switches the lights and now the top is white and the bottom is colored. Switched it back and just left them all on.

Receive an email asking for a review. I give them my review and it doesn't post. A couple days later, I give them another review. Still doesn't post. Go to the original email and email customer service to find out why they don't post negative reviews and explained why I gave the one star review. They want me to send 2-3 photos. How do I take photos of pressing a remote control button and the wrong lights lighting up? I would have to make a video for that. Plus it was 3 weeks after Christmas like I still have the tree set up. Why would I make something like this up?

I get another email that the purpose of the photos is for "troubleshooting and documentation purposes".

I would not buy from this company again. There is no customer satisfaction on their part. Look at all the reviews on their site. Do you see any negative reviews? I couldn't find any. The tree that I bought was all 4-5 stars. Other companies post negative reviews. I guess Balsam Hill is perfect and the customer is...