I purchased a Stratford spruce in December 2021. During the second Christmas season, 2023, the lights began to fail all over the tree in large sections. So I called for a replacement tree due to the fact that it was under warranty. That replacement tree was delivered in June 2024. And once again during the second year, the lights began to fail in sections all over the tree.
Well, I had read that they only warranty the original tree not the replacement. After Christmas, sometime this past January or February, I got on Balsam Hill’s website and did the only thing possible I could do, which was to leave a scathing review to warn everybody not to buy that tree, and if it’s a light issue, perhaps all of their trees. I received a response from Balsam Hill on that review, (I’ve included screenshots of my review and BH’s response). In light of BH’s response to my review, I am absolutely trying to get another replacement tree. Their response to me is on Balsam Hill’s website, in writing for everyone to see: “Since your tree is only in its second year, it is still covered under that warranty until the next year, regardless of the prior replacement. This ensures peace of mind and protection for your tree.”
It is highly unethical and representative of bad business practices if they do not stand behind what the company put in writing on a public review.
So I called them today to get a replacement tree and the first woman I spoke with, immediately out of the gate, was “we do not warranty the replacement trees”. She didn’t seem to care about the response I received from Balsam Hill on the review. So I asked to speak with her supervisor and when I read her the response from Balsom Hill, she was like “they should not have said that”. I told her it doesn’t matter if they shouldn’t have said it because they did say it and the company needs to stand behind what they stated to a customer. She told me to email her the screenshots and she would see what she could do.
I am still so surprised that people are buying these trees. They’re beautiful for sure but clearly there is a lighting issue that they are not addressing. The whole point of me buying a pre-lit Christmas tree is because I don’t have the time or the energy to string lights on a tree. I actually hate doing it, which is why I was willing to pay a good chunk of money to have a realistic looking Christmas tree that was already strung with lights.