Faulty Wiring on a Pre-Lit Christmas Tree and Worthless Warranty
OAK CREEK, WISCONSIN -- We purchased a pre-lit Christmas tree in late November. Shortly after arriving strands of lights started to go out. When we called we were told to change the fuses on the effected light strands. The idea that (a week after receiving a new tree) having to replace the fuses seemed a bit unreasonable, never mind mind the difficulty (including several broken ornaments) in reaching such fuses and trying to figure out which fuses were for the effected lights. Even considering the issues noted above, we replaced all the fuses and bulbs but the lights still did not work.
I called customer service to complain. I was then told that we bought a "Clearance" item (all their trees are marked down, so all are Clearance) and we only had 10 days to receive a refund or replacement. I pointed out that the lights were under a 30 day warranty and the customer service representative took my number and told me that someone would call back. When over 24 hours passed, I called again and spoke with a gentleman who told me that they would send me a replacement tree and he would send via 2 day mail. After I received the tree he said I was to donate the original tree to a non-profit. After several days passed, I tried calling back multiple times but could not get through to a live person. I was on the phone multiple times listening to their recording, only be disconnected after over 40 minutes of waiting. I then started to send more emails but never received a reply. Finally, on Dec 21 we received a phone message that I needed to send them a copy of the donation receipt to continue the replacement process. I did not get the message until 12/24 and called customer service. The woman on the phone told me that I needed to donate the tree that day, otherwise, it would be considered "using the tree" over Christmas and they would not honor the request for replacement.
I pointed out that it was completely unreasonable for me to donate a Christmas Tree on Christmas Eve and furthermore, they had not engendered any level of trust with us to make me believe they would live up to their end of the agreement. Even if I had someplace to donate the tree and was willing to do without a tree on Christmas, I had no reason to believe they would honor the request for replacement. The response was silence and then the service representative noted that she would enter the fact that I was refusing to abide by their return process, so I was now on my own. In the end she said they would send me replacement strands for a pre-lit tree. The idea of removing all the lights and then attaching new lights for a brand new tree seems completely unreasonable, and doing so in the week before Christmas is ridiculous. We paid for a pre-lit tree but received a potentially dangerous product (lights worked initially and then started going off, so there could be a short) that they will not stand behind.
Bottom line, this shop did not honor their warranty and seems to be a complete scam. I wish I did a little more research before doing business with them. I do not recommend doing any business with Tree Classics or their owner Heavenly Holidays LLC. They do not stand behind their product .