Today, I was finally able to speak with someone here in the United States about my order which consisted of two defective Balsam Hill Norway Spruce Christmas Trees. I spoke with a young lady by the name of Desire’. She took an enormous amount of time explaining the procedure of returning defective trees. Once the shipping label has been sent and the trees returned via FedEx Ground, the money will be refunded once the box has arrived in the Balsam Hill warehouse. In other words, once the company has received the returned items, that is when the money is returned to the customer, within 3 to 5 business days.
I asked Desire’ why there were discrepancies between the United States Customer Service Representatives (CSR’s) and the call center in the Philippines? She said, “The Philippines Call Center is fairly new and they have not been trained as well. The representatives in the Philippines are telling customers bad information.” I asked Desire’ why it took up to 30 days to receive the refund? She stated that it does not take 30 days, but once the warehouse scans the return into their system, then that is when the refund is granted.
I asked Desire’ how many trees were defective this year? She states less than 1% are defective. Desire’ stated that all Christmas Trees are tested before leaving the factory, so she does not understand why these trees are defective? She stated that this has been their best year so far in company history.
After speaking with this very knowledgeable and caring representative, I feel much better about the company. I am still not thrilled that I have had a negative Balsam Hill Tree Company experience, but may consider them in the future. I now understand that the misinformation was provided by the Philippine Call Center and not from the United States Call Center in Idaho. This may be an issue that Balsam Hill may want to address with their overseas call centers.
Fortunately, I have received the answers satisfactorily. After reviewing Balsam Hill’s Facebook page, I have seen many consumers complaining about the same issues that I was faced with. CSR’s should be trained to say the same thing when it comes to refunds. Hopefully, once Desire’ has brought this to management’s attention, then the company can address the misinformation being distributed from the various call centers. Maybe next year, I will give them another opportunity by purchasing a pre-lit tree.
Copyright © December 4, 2017, The Lantern & Shield Times LLC.