AVOID!!! Balsam Hill Merchant Review, Trustpilot not so Trusty

For the Rolls-Royce of Christmas Trees it sure feels like I am buying some stuff of the back of a van.
If their trees are that amazing It makes you wonder why John Lewis or another big company with reputable name providing high quality products are not selling Balsam Hill trees.

I made my purchase the last week of November'16. I had a look on-line and I only saw great reviews however since I placed my order this has changed. Everyone including myself seem to have an impossible time getting hold of ANYONE at Balsam Hill UK. I have tried calling them during off peak and peak hours, it makes no difference whatsoever. After being on hold for 10's of minutes the call gets cut off.
I did e-mail the social and UK e-mail address, no response.

My issue was that I actually wanted to change my order for a bigger tree, essentially begging them to take even more money from me but they are having none of it:)


***** UPDATE 5th December
I have been contacted on Face Book and received a call. Apparently once the order is in the warehouse they cannot change/cancel it. I was also told that it would take 5 to 7 days for my order to arrive.

 ***** UPDATE 7th December
Order still not shipped, over a week since order was placed. My Credit Card has been informed and they can deal with all the hassle if Balsam Hill is being difficult refunding the money.

***** UPDATE 8th December
I have raised my issue with the Citizens Advice consumer helpline as per previous review. I have received no UPS tracking number nor was I sent any official e-mail response. It is quite clear that the initial order let alone the upgraded order will not get here on time.

RESPONSE US FACE BOOK 8th Dec
Balsam Hill Response on face Book this morning, nothing via official e-mail:
"Since the package has already been sent for delivery, when the package arrives it must be refused for delivery. Please advise us when you have refused it and we will issue a refund. If delivered, you may contact us for return of the package at our cost and subsequent refund of your money. We apologise for any inconvenience."

***** UPDATE 9th December
After doing some due diligence I have found out that this is not a UK company nor UK VAT Registered. They are a US company using the UK site as a front. If anything goes wrong you are stuck dealing with a company outside EU trading. I would imagine this is why they cut the calls, because the number re-directs to the US. Shipping is also coming from the US hence the long waiting times or replacements under warranty. The UK address is only a warehouse where the US items come in then shipped to UK addresses.

RESPONSE UK FACE BOOK 9th Dec
I was provided with a UPS tracking number by the UK team via FB which is a false number as my order was placed on 30th November and a tree would not be 7.7 Kg:

Shipment Category:    Package
Shipped/Billed On:    11/28/2016
Weight:    7.70 kgs

I have logged into my account on Balsam Hill UK website, evening of 9th November and I can see a tracking number for the Label which was created at 5Pm 9th Nov. The order has not yet shipped (10th Dec). The order was shipped on the 14th Dec:

Shipment Category:    Package
Shipped/Billed On:    12/09/2016
Weight:    25.90 kgs

RESPONSE BY E-MAIL (Finally 9 days later):
"Hello Drei,

I am contacting you in regards to your order.

I have already contacted the warehouse and they have informed that the order could not be cancelled and that it has been shipped.

The tracking number is XXXXXXXXXXXX.

If you do not want the tree, please refuse delivery and contact us as soon as you have done that. We will then contact the accounts department and they will issue the refund.

Please do not hesitate to contact us should you have further inquiries.

Kind Regards,
Oriol
Balsam Hill"

RESPONSE FROM BALSAM HILL:
I have been so frustrated by Balsam Hill's lack of contact that I have reached out to other media outlets, especially the ones that have praised them. They reached out to the Balsam Hill and this was their response:

"While we always do our best to prepare for this time of year, our warehouse experienced a severe disruption that significantly affected orders being processed in a timely fashion. We have increased staffing in an attempt to address the backlog caused and are doing everything possible to dispatch customer orders in a timely fashion.

While there have been delivery delays longer than what is normal, this is for a small percentage of orders and we have attempted to contact those customers affected by these delays.

In addition, during this period, our contact centre has been receiving a significantly greater number of calls than even extraordinary forecasts would have indicated. This unforeseen volume has delayed our ability to respond as quickly as some consumers demand, even as we have added a significant amount of additional customer service resources.

In any case, where the consumer has requested refunds due to these delays or cancelled or refused delivery, we have offered full refunds for the amounts paid and will continue to do so for those who are negatively affected."

The only contact attempt I have received from Balsam Hill was via face book providing false information and 9 days after I reached out to them via e-mail to let me know that my order has now shipped.



***** UPDATES from 5th December to 15th December
1) Contact via social and customerservice emails unanswered.
2) Phone contact unreachable.
3) UK Face Book message unanswered (make sure you send them a message not post on FB page).
4) US face Book messages answered but no help.
5) Order not dispatched after 14 days.

6) UK Website registered to US address.
7) Not UK Registered Company, Not UK VAT Registration. No UK company information available on their UK website which is a legal requirement in the UK. How to they charge VAT?
8) They may be trading under other names registered in Ireland: Balsam Hill 580847, Balsam International 580849, Treetopia 580848 and Balsam International Unlimited Company 549722. Check out the Companies Registration Office (CRO)
Same address: PALMERSTOWN HOUSE, FENIAN STREET, DUBLIN 2
9) Contacted Trading Standard which have informed me because they are US based company there isn't much they can do so I should contact the Federal Trade Commission which is the US equivalent. I may call them again and point to the Irish companies.
9*) After finding out about their Irish companies I have now provided all communication and information to Trading Standard as I have raised a complaint with them.
10) Contacted Citizens Advice to raise my issues, contacted my credit card.
11) Contacted a few other news media and magazines to bring this to their attention.
12) Contacted Good Housekeeping to query their seal of approval on BH webiste.
13) Got in touch with UPS to try and stop it before it goes in their system however they never received any package yet, they are only aware of the Label (13th Dec Afternoon).
14) Apparently Balsam representatives are unable to provide any information, answer to e-mails in a timely manner or deal with customers yet they have plenty of time to look people that complain on Linkedin. No communication.

15) Got a UPS update, package is schedule for delivery 15th Dec.

16) UPS delivery has arrive but no one answered the door. Unfortunately the UPS Santa had to drag the box back to it's UPS Sleigh. I am not sure if the 7 Foot Nordmann would fit into that box, my understanding is that Balsam Hill send it in three boxes. Box seemed to be in good condition. Such a shame it got here so late:(

17) I have now informed Balsam Hill UK, US on Face Book and via e-mail that I did not accept the tree. We shall see how long it takes for my refund to process.

 

UPDATE April 2017:
At the end of March in 2017 Balsamhill has decided to report my review to TrustPilot:

Balsamhill

Reason for reporting

We've reported this review because the reviewer included defamatory and accusatory language which put malice into the company. He also included personal information which could be used to track, identify, contact or impersonate the mentioned person. He also included promotional reference which does not relate to his service experience. Lastly, he included a mention on the UK Vat of Balsam Hill which is irrelevant to his shopping experience. This breached the TrustPilot guidelines.

I have now been informed by Trustpilot that the information provided about the company must be removed from their review section. This information is public if people care to find out. Anything that Baslsamhill doesn't like can get removed:

 

I am a little annoyed with Truspilot as they seem to remove any negative reviews Balsamhill does not see fit.... anything that tarnishes their company image of holier-than-thou... Pfff balls I say:(

https://uk.trustpilot.com/users/Caroline Hampton

The other thing I would like to point out is that after I have raised the issue of lack of company information on the balsamhill.co.uk website they have now added that information:

                                             Before                                              After

The registered company is as follows:

Type	ULC - Private Unlimited Company
Number	549722
Name	BALSAM INTERNATIONAL UNLIMITED COMPANY
Address	ARTHUR COX BUILDING, EARLSFORT TERRACE DUBLIN 2, D02CK83

After I was forced to change my Trustpilot review Balsamhill is at it again, looks like they really don't want to allow anyone tarnishing their fucking image!!!!

FINAL WORDS:

There you go folks all the information I can provide on this nightmare of a purchase. Order took 10 days to be placed since the label was created the evening of 9th Nov 2016. Order still not shipped 14 days after order was placed.
I am very disappointed as I was expecting an amazing tree from Balsam Hill. We have now purchased a National Tree Company 7.5 foot tree which looks great, not sure if the Normann would have been better since we never had the chance to see it:( The fact that the company was unreachable, no real communication/information provided for 10 days and even now what we got was an automated e-mail with the shipping number is crazy. How can anyone conduct their business this way? If you read the reviews on Trustpilot for the US site, the customer service is just as bad, and that is where they conduct their main business and where they are based. DE, FR and AUS sites have no reviews.
Anyone from Balsam reading this, I repeat this is not about waiting times, Amazon orders and M&S decorations also took about one week to get to us. It is about the fact that it is impossible to get hold of anyone at the company. If they knew it would take longer to get the items fine, but let me know. If you are shipping the tree from the US then why don't you give me the choice to get the bigger and wider non-lit tree? It is about the shambles of logistics you guys have and lack of customer service.

https://uk.trustpilot.com/review/www.balsamhill.co.uk
http://www.productreview.com.au/p/balsam-hill.html
https://balsam-hill.pissedconsumer.com/
http://www.complaintsboard.com/byurl/balsamhill.com.html
http://mythreecents.com/reviews/balsam-hill
https://uk.trustpilot.com/review/www.balsamhill.com
http://balsam-hill-reviews.measuredup.com/9211568
https://www.bbb.org/greater-san-francisco/business-reviews/christmas-trees/balsam-hill-llc-in-redwood-city-ca-202592

ALTERNATIVES:
I have now looked at the Best-Artificial, National Tree Company (US company) and Black Box products which are sold in the UK by UK merchants. I have decided to go with the National Tree Company product as I found an Amazon shop which is 15 miles from where I live (Alton Garden Centre in Essex) they offer two amazing looking trees:  (Bayberry Spruce Feel Real  and Weeping Spruce Feel-Real). Much easier to go in, look at the product and decide, also much easier to deal with any returns:) I purchased the Bayberry Spruce Feel Real which looked great and was cheaper than Balsam. You can see more at nationaltreecompanyuk.

Alternative links to places selling some of the best Artificial Christmas Trees:
https://www.hayesgardenworld.co.uk/category/christmas/artificial-christmas-trees
http://www.alton-gardencentre.co.uk/artificial-christmas-trees/c352
http://www.best-artificial.com/product-category/christmas-trees/
https://www.pinesandneedles.com/christmas-trees
http://www.nationaltreecompanyuk.co.uk/

US companies selling some of the best Artificial Christmas Trees:
Barcana from http://barcana.com/tree-collection at http://www.frontgate.com/holiday-decor/christmas-trees
http://www.hammacher.com/Category/Holiday-Christmas-Trees
https://www.christmastreeforme.com/artificial-christmas-trees
http://www.puleointl.com/index/product1.html
Home Accents Holiday found at http://www.homedepot.com/b/Holiday-Decorations-Christmas-Trees-Artificial-Christmas-Trees/N-5yc1vZc3s7

I will never ever buy or recommend this idiotic American company to anyone. I urge you to stay away and look elsewhere. I have provided plenty of alternate shops that will treat you as a paying customer should be treated.

COMPANIES LINKED TO BALSAM HILL:
http://www.treeclassics.com
http://www.christmastreemarket.com
https://www.treekeeperbag.com

http://www.treetopia.com
http://www.treetopia.co.uk
http://www.balsamhill.com
http://www.balsamhill.co.uk
http://www.balsamhill.com.au
https://www.balsamhill.de
https://www.balsamhill.fr