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| - This is in regards to their Rainbow and Warm Springs lot. My husband and I purchased a beautiful 8-9ft Nordmann Fir for $140. Twelve days later, there are black spider-looking bugs EVERYWHERE. All over our gifts, carpet, walls, our tile, even a couple upstairs. I took a flashlight to shine inside the tree and there is a infestation of 1000's of bugs. I did a little research and found out they were Cinara Aphids. Apparently the warm temperatures of a home can cause the eggs to hatch. The problem was so out-of-control that there was no way we could keep the tree in the house, so we decided to speak to the sellers hoping they would be understanding of our situation.
The manager Eileen was rude and immediately dismissed us and told us she's never seen any bugs on their Christmas trees before. I told her I had videos and photos I could show her and she didn't want to look. I brought up their policy on how they guarantee their Christmas trees or money back, but she said it only applies to trees that die. I tried to explain that although the tree had not dehydrated, we were still out of a Christmas tree due to reasons beyond our control. She kept telling us there is nothing she will do, as they don't do refunds. EVENTUALLY she says she will let us exchange our tree for one of the ones on their lot. The problem is, they only had 6 trees left, all $40, only 4-feet tall, that were looking very brittle. We explained that this wasn't a fair solution, as we had paid $140 for an 8-9 ft tree. We tried to reason with her that we would exchange for one of their trees as long as they honored the difference in price and she refused. She blew us off and told us we can call corporate if we want.
We call corporate and were met with the same poor attitude. Corporate was also unwilling to do an exchange with a refund of the price difference. Their next solution was that we drive across town to their Henderson location and see if we like any trees. This was a possibility, but we wanted to make sure how the situation would be handled if we drove all the way down there and they did not have any trees that matched the value of the one we had purchased. She got snippy, told us we would get a full refund, and hung up before my husband could finish saying Thank-you.
In order to get the refund, we had to bring the tree back to the lot. We decided we would leave our lights on the tree and take them off at the lot to prevent more bugs from dropping all over our carpet. We pull up to the lot and pull our tree down. An employee comes up and my husband gives him the heads up that we (we as in my husband and I) still have to remove our lights off the tree. The employee got defensive and told us that this is our problem, we need to remove our own lights, and that they are not responsible for removing our lights. I finally lost my patience and let him know that we had never said that he should remove our lights, we were only letting him know that we couldn't hand over the Christmas tree immediately. Having put quite a bit of lights on our tree this year, this was a bit of a process and took awhile. The employee stood there about 2 feet away the entire time just staring us down and it felt awkward. Once we got the lights off, we showed him the infestation problem. He calls out to the manager Eileen, "Yeah, this tree really has an infestation of some sort" and drags the tree off.
We were never offered an apology. We understand that these trees come from forests and that there is potential for insects. The problem was, they didn't offer an ounce of understanding to our situation. Had they been more sympathetic and willing to offer a reasonable solution from the beginning, we would have been forgiving and on good terms with them, understanding that this is just an unfortunate incident. Instead they dismissed what I felt was a valid issue and they made sure we felt like we were a major inconvenience to them. We got the full refund, but we had to work hard for it and stand our ground.
Due to their poor treatment towards us, we will never purchase a tree from this company again. If anybody got this far in my wordy complaint, be sure to ask Christmas tree sellers what their policy is, should there be an insect infestation.
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