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Balsam Hill

United States

Consumer reviews about Balsam Hill

yankees1
Dec 14, 2011

Poor customer service

It has been 9 days since I requested by phone and e-mail, a replacement trunk for a damaged 7' Tannenbaum Evergreen Pencil Tree. I was told after wainting 30 mins on hold to speak to someone that an e-mail was being sent to me as we spoke & I was to attach pictures of the damaged trunk a.s.a.p. in order to expedite a warranty claim. Their replacement policy does not sit well with me and lack of a direct conversation with "Warranty Dept." within a timely fashion leaves much to be desired. After not receiving the e-mail an hour later I called again, yet to be automatically placed on hold for another 30 mins to then be assured that they did receive my e-mail and somone would be in touch.
Never having purchased such an expensive treeI viewed my purchase as an investment. As a new client, I felt confident that I would be pleased with my purchase being that your company has endorsements from such high profile celebrities. I realize that it is Christmas is an extremely busy time, but their customer service department seems not to concerned with the inconvenience I have been caused, not being able to decorate this new tree on a tightly scheduled Sunday afternoon with family.
Nine days later I received an e-mail, not a phone call, so poorly written and un-profressional informing me to donate the tree, send them the donation receipt that will be applied towards the purchase of another tree! This e-mail was not signed by an employee or department which tells me no one at Balsalm Hill, or any Department at Balsalm Hill wants to take responsibility for the their decisions or behind their companies policies.
My time is too precious to call yet again to argue the fact that I spent good money on a product that was as disappointing as your handling the situation. I do believe though that it would be time well spent to put a call into the Better Business Bureau.

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