Tree Classics Complaint - Very Disappointed With Customer Service
FOREST, VIRGINIA -- We purchased the 9' Regency Evergreen in October 2007 and paid extra for the bright white LED lights. That season it looked great.
When we set it up for Christmas 2008, all the lights with the exception of 2 branches had gone to a dingy yellow color.
It's not an electrical problem as we did a test to swap out bulbs to different branches and the color of the LED lights followed when we plugged them in different locations. It is definitely a bulb problem.
We have been working with their customer service now for over 4 mos. to get resolved. We have been told by their representatives that most people prefer the "soft" color. We do not and it seems this is just an excuse for a difficult problem they seem not to be able to resolve.
We have had the tree returned and sent back to us twice now. They admit they had issues with a batch of white LED lights back when we purchased the tree. They have yet to fix the problem.
When we sent it back we spent a lot of time on the phone with them and specifically mentioned the two white branches. What they did was simply removed all the white lights from those two branches and replace them with the dingy yellow LED lights, say it was fixed, and then shipped it back to us. However, they missed two single lights thus proving our point.
On both occasions we have specifically mentioned details about the tree while they had it there for repair; however, they tree comes back to us in the same condition.
During the last time, I even mentioned I wanted the floor on/off pedal switch replaced as it had broke. They never fixed it, never said a word about it and just shipped the tree back.
At this point I am very disappointed with them and would not recommend them to anyone. Unless they can make good on this situation, my opinion of the company will not change.
I do have names of people I talked to; however, I do not feel it appropriate to mention names in a public forum such as this as it would not be professional, but would gladly discuss this with a company representative if they would like to contact me.