OAK CREEK, WISCONSIN -- I was shipped a defective tree on 12/2/14 (do you see a theme here? Bad suppliers!! Low quality products!!) I initiated a warranty claim and it took the company 10 days to figure out what to do. You never get to contact anyone from customer service directly. You sit on hold waiting on the general 1-800 number forever. Tree Classics finally got back to me and instead of shipping me a tree right away based on THEIR defective product they are requiring me to provide a receipt that shows that I took THEIR defective tree to a charity.
Why is it MY responsibility to fix their problem? They will not send a replacement until I take time out of my schedule to get them a receipt. You cannot talk to anyone empowered to make an exception to their "policy". It is such a typical customer service toll free attitude. Their reps are not given the authority to make sure the customer is taken care of. They can't send you to someone who does have the power to help. Really sad situation. DO NOT BUY FROM TREE CLASSICS!!! If THEY send you a defective product you are going to be the one who is responsible to fix it.
Hi Matt, thank you for your valuable feedback. We are very sorry to hear that you are not happy with the customer service you received and for the inconvenience you experienced. We have found your order and see the correspondence you've had with our representatives. Your feedback has been forwarded to our Leadership Team to help us improve our customer experience and how we process warranty claims. Please email us at firstname.lastname@example.org if there is anything else we can help you with.
Hi Matt, thank you for your valuable feedback. We are very sorry to hear that you are not happy with the customer service you received and for the inconvenience you experienced. We have found your order and our notes indicate that your replacement has been shipped last 12/26/2014. Please email us at email@example.com for the tracking information and if there is anything else we can help you with.
I purchased a tree from this company and the lights do not work in two sections of the tree. I called customer service and waited for over an hour for a representative to answer the phone. Once I spoke to the representative they informed me the warranty was only valid for 30 days because I purchased a clearance tree... how on earth it was a clearance tree is beyond me. I purchased it on a discount, but it did not say clearance anywhere or state the ridiculous 30 day warranty. I purchased in October so I can have it for Christmas. Thanks for the crappy tree. I could have bought a better tree from Walmart for a quarter of the price. BUYER BEWARE!!!
Hi, thank you for sharing your experience with us. We sincerely apologize for the issues you are having with the lights of your tree and for the time it took to get through our customer service. Clearance items are covered under warranty within 30 days of purchase. This is stated in our Product Warranties and Part Replacements: http://www.treeclassics.com/warranty-s/65.htm. Please email us your Order ID to firstname.lastname@example.org so we can review your order and hopefully provide other options for you.
ILLINOIS -- I bought a Christmas tree (white 6 1/2 foot) from Tree Classics this year. This is my 2nd tree from them. The shipment came within a week and I was happy to see the quality of the tree but the tree looked short. I called the customer service and talked to them and when asked I suggested that I looked like a 6 1/2 tree but looked short and so would like to upgrade to 7 1/2 feet. The CS person said that they can do that and asked me to return the tree for $50 RMA and agreed to no restocking fee.
I asked why I need to pay for the restocking fee. She suggested that I had said I asked for a 6 1/2 ft tree and so I received it and then when I measured it, it was shorter and she suggested that I send the pictures. I sent the pictures the same day and for the last 1 week trying to follow-up on call and emails with no response. Today I was able to catch up with a CS and they went on saying that they do not have an access to the pictures and the return shipping should be borne by me. I offered partial payment as well but the CS and the supervisor was very rude.
I will never recommend or buy from these folks again. Very bad people to work with. Surely need to train their CS folks on how to handle customers. Never buy from them.
Hi, thank you bringing this to our attention. We are very sorry to hear that you are not happy with the customer service you received and that the tree was not entirely what you expected. Please send us your Order ID at email@example.com so we can personally look into your order and hopefully assist in resolving your concern.
OAK CREEK, WISCONSIN -- Nice looking tree and good feel. Paid $900 for a 9' tall Fraser Fir tree that has a serious lean. Discovered there is a lot of play where the tree frame sits in the tree stand causing the lean. OH, and the lights don't work on some of the strands. Called customer service (45min on hold to get an agent) then went through all the trouble shooting till I found the problem. Tree is purchased in late October and put up on Thanksgiving day. Why would I do it any earlier? So then the agent tells me it only has a 30 day warranty!! 30 days only?
If that's not proof they know their products are poorly built I don't know what else you could offer as proof. Try another company first unless the price is practically a giveaway. You might could weld it straight which is what I'll have to do. But for nearly $1,000 you should expect a much better built product.
Hi Jeffrey, we are glad to hear that you are happy with the overall look and feel of your tree. Our sincere apologies for any problems you may have encountered and for the wait you experienced while trying to get through our customer service. We have found your order and see the specifics of your purchase. Your product is outside the 30-day warranty so we are unable to cater to your request for a replacement tree stand. You may refer to our Product Warranties and Part Replacements, for more information: http://www.treeclassics.com/warranty-s/65.htm. Please know that your feedback has been forwarded to our Management Team as this would help us improve our products and services. Please send an email to firstname.lastname@example.org if there is anything else we can assist you with.
UNKNOWN, VIRGINIA -- We bought a $550 flex-tree from Tree Classics in October 2014. After three weeks and after all the decorations were up, multiple branches' lights started going out until at least four separate branches were dark. We followed all the troubleshooting guidelines but nothing worked. So we called customer service (CS).
They determined the tree was defective, but no longer had our tree model and had to send a new tree of a different style. That one arrived within a few days because we paid for expedited shipping of the replacement. However, even halfway through assembly, we could see that five branches on the new tree were out. We replaced the fuses but nothing happened (hint: it's NEVER the fuse).
This time, we called CS but though they acknowledged it, too was defective, they couldn't immediately replace the tree. A supervisor told us she'd call to arrange the replacement and call us right back. By 11 the next day, still no one had called us. By 3 pm, no one had called us. So I called CS back, to find out that they had "escalated" our issue to headquarters the night before by email but had no way to track the problem with a call. When I asked them to call HQ and find out what was going on, the supervisor said they had no phone number to call HQ.
It's now 6:30 pm and we still have neither a commitment to send a working tree or a commitment to refund our money. And listen -- any company whose customer service can only escalate a problem by email and is not able to talk to their own manufacturing is NOT a company to deal with.
Hi, thank you for sharing your feedback. We are very sorry for the problems you are having with the lights of your tree and for the inconvenience this issue has caused. Please forward your Order ID to email@example.com so we can review your order and the conversation you had with our customer service team. We hope to provide you with further options.
FLORIDA -- This is the WORST company ever!!! Please stay clear. I ordered my tree and had to call 4x before I could actually get someone to help me. It took over 3 weeks to get my tree… which is not even that nice. I tried to cancel it half way through and was told that agents can only take orders they can't cancel them. When I asked who could cancel it they said "corporate". Here is the best part… you can't talk to corporate? They can call you and know your request will be escalated. (A word they use in every sentence!)
well let's see it has been 2 weeks and still no call. I was able to speak with a manager who could also "escalate" my request but he turned out to be extremely rude and clearly did not have an education in customer service... Worst experience ever.
Thank you for taking the time to share your feedback. We are very sorry that you are not happy with the customer service you received from us. Please forward your Order ID to firstname.lastname@example.org so we can review your order and the conversation you had with our customer service team. We would like to assist you further regarding your concern.
OAK CREEK, WISCONSIN -- I bought a Christmas Tree last week from this site, the very next morning, the price went down $20. I asked for a price adjustment and was told that I would get the credit. But customer service at Tree Classics didn't verbalize this to me in the normal way a retailer would. Instead of saying, "we will credit back $20 to your credit card and you will see it on your statement in 3 to 5 business days", they told me that I qualified for the credit and that they would send the information on to other managers. What?? Huge red flag.
Since then, I have been calling and emailing with no resolution. Now, a week later, I got an email from a customer service representative telling me that they would adjust the price to $369, which is more than I paid for the tree in the first place! Please be warned of this fraudulent bunch of people. I have watched (and you can too) how they manipulate pricing and percentages on their website. Also, at the bottom of Tree Classic webpage, there is a picture of an intelligent/sophisticated looking blond customer service woman. Check it out, then call them on the number provided and engage them in conversation.
Thank you for your valuable feedback. We are sorry to hear about the experience you've had with us thus far. Please send in your Order ID at email@example.com. We would like to review the conversations you've had with our customer service team and check the details of your order, so we can hopefully assist with your credit back request. We hope to hear from you soon.
BARRINGTON, ILLINOIS -- I bought a Tree Classics Christmas tree a few years ago. It was a normal size tree, but much to my surprise, when put into its bag it is an absolute monster. It is horrible to move down to its storage place in the basement, could never get into the attic and I don't want it in the garage. This thing weighs a ton and is incredibly awkward to move. It takes two adult men to get it up and down the stairs.
This year dozens of lights do not light. I have ordered more lights, but replacing the burned out lights is difficult at best. All the straps on the bag are broken. I thought I would simplify my life since it supposedly requires no "fluffing," but it is an incredibly complicated tree. Also, unless your basement has high ceilings, this will not work for you. Beware of this thing, it is a Christmas tree nightmare.
Hi Beverly, thank you for feedback. We're sorry to hear that our tree did not meet your expectations and for any inconvenience this has caused you. Could you tell us more about your issue by sending us an email to firstname.lastname@example.org? We will be sure to forward your feedback to the appropriate department so we can improve our products and services, and uphold customer satisfaction. Thank you again, and we hope to hear from you soon.
WISCONSIN -- After 42 years of marriage, I decided to invest in an artificial tree. This came at a great shock to my married children who come home each year for Christmas and even (jokingly) said they would not be home with this kind of tree! After purchasing a 7.5 Grand Fir tree, I was very much surprised how real it looked and everyone agreed. If anything to complain about, it might be that I could not seem to "fold up" the tree to compress it after taking it down. It didn't seem to matter as I had an oversized storage bag. So my first experience was great, and hope to put the tree up even earlier next year!
Those who have complained about their trees from many different companies helped me to decide to purchase an unlit tree as many troubles seemed to be with the pre-lit ones. I love many lights, so wanted to use all the strings of lights anyway.
Several years ago, I had previously bought one of their classic trees. After 4 years the branches were breaking so I ordered the same one, thinking I would get a wonderful tree. We didn't open it till a month before Christmas, and was shocked at how ugly it was. There was a paper piece on top of huge branches which looked awful. I could believe how bad this tree looked.
I emailed the company about how upset I was. I wanted to see if I could get some samples so I could choose another one. And never, never heard back from them. I finally called and of course the tree was beyond the return date. I asked them why they did not return my email and they couldn't give me any reason why. I asked for the corporate office, and was told to write an email to the same address that hadn't bother to answer my previous email. CUSTOMER SERVICE INDIVIDUAL was RUDE, and DIDN'T attempt to help me in any way. This is not the same great company it used to be.
Hi Barton1988, we sincerely apologize for the experience you've had with our customer service team and your disappointment for your tree. Please send us your Order ID to email@example.com and the names of who you spoke to so we may bring your concerns up with our management team and provide possible options for your tree. Thank you.