Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted ********** where the Christmas tree is sold, its been over 90 days so they were no help other than telling me to contact the company to discuss the 3 year warranty on the tree. I have called numerous times, they dont answer phone but have a message to email them and I would receive a reply within a business day. Has not happened. The tree lights up one color on the bottom teir and another on the top two tiers. There is a recall on this product in ****** but not in the ***.

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Christmas tree from Steins Garden and Home, which used lights from LEDUp. In November 2023, we put up the tree, but the lights did not work. I reached out to ****** who advised that there was a 2 year warranty on the lights from the manufacturer (LEDUp). We were still within the 2 year period. I called and emailed the company multiple times sending pictures and providing any information they requested, Over the course of several weeks, the company sent me 4 different power cord/control boxes. The first one they sent has the wrong connector. The second one was the same as the first incorrect one. I called and emailed again, sending very clear pictures of the connector we needed. Weeks later, we received two more cord/controllers and they had the correct connector. Even though they had the correct connector, they were not correct for our tree and the lights were stuck on DEMO mode. I exchanged additional phone calls and emails with ***** providing even more codes and numbers from the original cord/controller. When last we spoke on phone they were waiting for information from their technicians. The last correspondence I received was an email response on 1/27/24 where they were still waiting for feedback from their technicians. I have not heard anything more despite weekly emails and calls. If we do not get this replacement cord, an $800 Christmas Tree will have no lights after only 2 years. I just want them to finally provide the replacement cord and controller that will properly operate my tree.

• Initial Complaint

  Date:01/30/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased their 9 foot Christmas tree in November 2021. In December 2022 the lights failed. I called the company and sent 2 emails and on 12/30 someone got back to me and said they would sent a new controller and power supply. The tree has a 3 year warranty. The parts were never sent. I have called and left a message 3 more times and sent 6 emails. The company does not respond to any method of contact including the contact form on their website. I would just like the parts to be sent and the warranty honored as they stated they would.

• Initial Complaint

  Date:12/03/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made multiple attempts to contact this business in an attempt to get assistance with a faulty product. I bought a Christmas tree with this manufacturers led lights and the control box is no longer working. In my research I have found that this is a common issue with this tree. I have also found in my research multiple issues with others having the same issue of getting no response when attempting to contact customer service. I need to get information on obtaining a replacement controller box so that I can operate this $500 Christmas tree (Home Decorators Collection 9' Grand Balsam Fir)